Case Study: United Utilities achieves industry-leading customer service with SS&C Blue Prism

How United Utilities achieves industry-leading customer service with smart automation

United Utilities, the North West of England’s water company serving three million homes and 200,000 businesses, needed to modernize an inherently analog industry to improve customer service and operational efficiency. To drive that digital innovation it partnered with SS&C Blue Prism and adopted Blue Prism’s connected‑RPA platform as a core element of its transformation strategy.

Using SS&C Blue Prism’s connected‑RPA platform, United Utilities built a 10‑person digital automation team, trained Digital Workers and automated 30 processes (with five more in development), from appointment text notifications to meter applications and operational reporting. Measurable results include one Digital Worker handling ~200 daily texts—saving an estimated 2,000 hours per year—cutting reporting time from 720 to 32 minutes a day, greater accuracy and logging, elastic handling of demand spikes, and a contribution to being voted number one in the industry for customer service.

United Utilities

Genevieve Wallace Dean

Head of Robots