Case Study: United Utilities achieves no-delay, scalable meter request processing with SS&C Blue Prism intelligent automation

United Utilities Solves Meter Request Resourcing with Intelligent Automation

United Utilities, which supplies water to three million homes and businesses in northwest England, faced sharp seasonal swings in customer meter requests that strained staffing—too many people at low demand, too few at peaks. To address this resourcing challenge they partnered with SS&C Blue Prism and its intelligent automation capabilities to handle meter request processing.

SS&C Blue Prism deployed a digital workforce that accepts applications, performs calculations and processes requests, automatically scaling during peak demand so no extra human hires are needed. The solution has automated 30 processes (with five more in development), cut process time from days to minutes, eliminated delays during busy periods, and freed employees to focus on higher‑value customer work.

United Utilities

Genevieve Wallace Dean

Head of Robots