Case Study: Pets at Home achieves rapid, empathetic customer service with SS&C Blue Prism

Pets at Home Maintains Service Excellence by Combining Intelligent Automation and Salesforce

Pets at Home, the UK’s largest pet chain with nearly 1,000 locations, faced a sharp rise in digital customer inquiries during COVID-19 and needed to preserve its warm, empathetic service without in-store visits. To meet this challenge they worked with SS&C Blue Prism, using Blue Prism digital workers integrated with Salesforce to handle increased online contacts.

SS&C Blue Prism deployed digital workers to respond to many routine requests (most commonly order updates), feeding fresh data into Salesforce so executives could make faster, informed decisions and customers received rapid, accurate replies. As a result, simpler queries are handled automatically and Pets at Home colleagues are freed to focus on higher-value, emotional conversations with customers, maintaining service excellence across the business.

Pets at Home

Jordan Wain

Pets at Home