Case Study: Large Telecommunications Provider achieves 67% faster resolution of complex customer requests with SS&C Blue Prism

Telco Speeds Response to Complex Customer Requests with Help from SS&C | Blue Prism® Interact

Large Telecommunications Provider, which serves 25 million customers across multiple regions, faced a growing backlog as complex service-change requests funneled to second-line agents — about 40,000 requests monthly, some taking up to 25 minutes and 90 steps to resolve. To reduce repetitive work and speed time-to-resolution during its digital transformation, the company connected employees with SS&C Blue Prism using the SS&C Blue Prism Interact collaborative automation platform.

Using SS&C Blue Prism Interact alongside existing digital workers, second-line agents now submit standardized order data via a simple form that triggers digital workers to complete back-end steps and update the CRM. SS&C Blue Prism’s solution cut processing time to 53 seconds per request (a 67% improvement), eliminated the backlog, reduced errors, shortened customer wait times from weeks to days, and increased employee satisfaction.