Case Study: United Utilities achieves 2,000 hours saved annually by automating text messaging with SS&C Blue Prism

United Utilities Automates Text Messaging and Saves 2,000 Hours Annually

United Utilities, which supplies 200 million liters of water daily to over three million homes and businesses, faced an inefficient, error-prone process for notifying customers of engineer visits: around 200 visits a day required texts to be typed and sent manually by eight staff. To modernize communications and reduce manual workload, United Utilities engaged SS&C Blue Prism to apply intelligent automation using Blue Prism digital workers.

SS&C Blue Prism implemented a Blue Prism intelligent digital worker to automate text reminders, reducing the task to about 30 minutes a day (from eight full-time people) and saving an estimated 2,000 hours annually. United Utilities has since automated 30 processes with five more in development, freeing employees to focus on higher-value customer engagement and improving service quality.

United Utilities

Genevieve Wallace Dean

Head of Robots