Case Study: John Lewis & Partners achieves rapid fraud detection and saves 100 days with SS&C Blue Prism

Intelligent Automation at Work at John Lewis & Partners

John Lewis, the British retailer, faced a surge of fraudulent online orders that threatened revenue and customer trust. To detect and stop suspicious orders quickly, John Lewis partnered with SS&C Blue Prism to apply intelligent automation using Blue Prism digital workers to investigate orders placed on hold.

SS&C Blue Prism’s digital workers create Salesforce cases, run cross-checks across internal and external systems, and cancel confirmed frauds before dispatch; during the 2018 Black Friday week 10 digital workers checked about 20,000 orders in one week, saving roughly 100 days of employee time and improving customer satisfaction and trust. The automated solution delivered fast responses, let staff focus on refining fraud models, and materially reduced fraud risk.

John Lewis

Alec Sutherland

Partner & Automation Technical Lead (RPA)