Case Study: Utilita achieves automation-led efficiency and £6.4M debt recovery with SS&C Blue Prism

Thoughtonomy Deploys AI Capabilities at Utilita, a Leading UK Energy Provider

Utilita, a leading UK smart pay-as-you-go energy supplier serving ~800,000 customers, faced a complex, mostly bespoke systems environment and rising customer volumes that strained manual processes and regulatory responsiveness. To boost agility, reduce manual work and embed AI-driven automation without heavy IT overhead, Utilita selected SS&C Blue Prism’s Thoughtonomy/Blue Prism Cloud intelligent automation platform.

SS&C Blue Prism implemented cloud-based digital workers and AI skills to automate processes from pre-payment top-up ordering and field service scheduling to email triage and change-of-tenancy updates. The 5-person automation team put 24+ processes into production, handling ~2,000 queries per week, automating 1,100+ monthly top-up requests and 12,500 emails/month, cutting confirmation times from up to 50 minutes to minutes, clearing £6.4m in debt, avoiding ~34 hires, automating ~50% of tenancy changes and speeding large customer onboardings — delivering measurable time and cost savings for Utilita.

Utilita

Glyn Turk

Head of IT Development