Case Study: Hapag‑Lloyd reclaims 500,000 hours and boosts service quality with SS&C Blue Prism Intelligent Automation

Hapag-Lloyd Sails Ahead With Automation for Shipping

Hapag‑Lloyd, the world’s fifth largest shipping company, faced mounting operational complexity and service‑quality pressures after COVID‑19 and the Suez Canal disruption while modernising its ERP and global IT estate. To achieve its “Number One for Quality” target and replace paper‑heavy, manual workflows, Hapag‑Lloyd partnered with SS&C Blue Prism to deploy Intelligent Automation (RPA integrated with AI/NLP) across its operations.

Working with SS&C Blue Prism and adopting the ROM2 framework, Hapag‑Lloyd built an RPA Centre of Excellence in Gdansk and scaled global “digital workers” to automate critical processes. The deployment now runs almost 200 bots, automated >300,000 invoice disputes a year at ~90% accuracy, processes bills of lading about five times faster, enabled two digital workers to handle 750,000 items/month, and returned roughly 500,000 hours to the business in 2023—delivering 10–20% above business‑case benefits while freeing people for higher‑value work.

Hapag-Lloyd

Javier Verstraete

Senior Director, Global Business Support