Case Study: Multinational Electronics Retailer achieves 1M+ automated transactions and 20% improved call answering with SS&C Blue Prism

How a Multinational Electronics Retailer is Turning Adversity into Opportunity

Multinational Electronics Retailer faced a sudden, massive surge in online orders, returns and contact-center inquiries at the start of the COVID-19 pandemic and could not rapidly scale or train staff to meet demand. The retailer turned to SS&C Blue Prism and its intelligent automation capabilities (Blue Prism digital workers) to find an immediate, low-cost way to handle high volumes while supporting remote work constraints.

SS&C Blue Prism deployed 30 digital workers and built automated customer-service processes—centered on a 24/7 web form for returns and refunds—delivering the project in three weeks. The Blue Prism digital workers have processed over 1 million transactions (equivalent capacity to about 130 staff), improved call-answering rates by 20%, and now resolve most cases within an hour, freeing agents to focus on complex issues and boosting operational resilience.