Case Study: Midland Credit Management achieves faster dispute resolution and returns thousands of hours with SS&C Blue Prism

Midland Credit Management Enhances Customer Experience with a Digital Workforce

Midland Credit Management (MCM), a long-standing consumer debt services firm, faced a complex, time‑sensitive challenge when a legacy system was decommissioned in early 2020 and sensitive consumer data had to be migrated while teams shifted to fully remote work. To avoid disruption to thousands of consumer payments and clear mounting backlogs, MCM partnered with SS&C Blue Prism and adopted the Blue Prism digital workforce to automate critical processes across multiple systems.

SS&C Blue Prism deployed digital workers that used exposed APIs (rather than screen scraping) to migrate scoped data in under a week, then automated dispute resolution and other workflows — later adding intelligent automation with human‑in‑loop features and OCR for mailroom processing. The result: backlogs cleared within two months, thousands of hours returned to the business, faster dispute and query resolution, and more than 50 digital workers in production, driving measurable service and cost improvements.

Midland Credit Management

Jaison Thomas

Managing Director