Case Study: Leading Luxury Retailer achieves seconds-fast customer responses and reduced handling time with SS&C Blue Prism

Luxury Retailer Responds to Customer Requests in Seconds With Help From a Digital Workforce

Leading Luxury Retailer, a European online seller of high-end fashion, faced growing returns-volume problems when customers lost receipts and return labels. Employees spent about 10 minutes per request across multiple platforms, creating backlogs and delayed service that threatened the premium experience the retailer promised. To address this, the retailer partnered with SS&C Blue Prism and deployed an SS&C Blue Prism digital workforce (intelligent automation) in an AWS cloud environment.

SS&C Blue Prism automated the duplicate-return-label process so digital workers receive requests and quickly issue replacement labels, eliminating the backlog and helping the retailer exceed its SLA. The cloud-based SS&C Blue Prism deployment cut repetitive handling time (previously ~10 minutes per request), scaled resources in weeks rather than months, improved customer satisfaction, and removed the need for temporary hires—delivering clear operational and cost benefits.