Case Study: British Telecom achieves 20,000+ hours per month saved through intelligent automation with SS&C Blue Prism

How Intelligent Automation Is a Pillar of Digitization in the World’s Oldest Telco

British Telecom faced the long-standing challenge of freeing employees from repetitive, manual work while improving customer experience across a 100,000-strong organisation. To accelerate its intelligent automation ambitions it partnered with SS&C Blue Prism, deploying SS&C Blue Prism’s RPA/connected‑RPA platform to replace mundane tasks with digital workers and provide a secure, auditable foundation for scaling automation.

Using SS&C Blue Prism’s platform BT automated 163 processes with 266 robots, saving more than 20,000 hours of manual effort per month within roughly two-and-a-half years of its April 2017 launch. The deployment improved team capacity, supported bringing call-centre work back to the UK, and established a repeatable partner model (e.g., with Cognizant) and clear hour‑saved metrics to drive further expansion.

British Telecom

Leigh Feaviour

Principal Solution Architect, Intelligent Automation