Case Study: DSB achieves faster, better customer service with UiPath automation

DSB on Track to RPA Success with UiPath Center

DSB, Denmark’s leading train operator, needed to improve customer experience while reducing manual effort across high-volume service processes. Working with UiPath and its automation platform, the company looked to RPA to streamline repetitive tasks in areas like youth card renewals and customer support, where speed, consistency, and scalability were critical.

UiPath helped DSB build a Center of Excellence and automate customer-facing workflows, allowing robots to handle everything from case processing to temporary discount and refund schemes. The results were significant: 12 years of FTE time were freed up in the Customer Center, robots processed over 180,000 cases in 2019, and one guarantee process alone saved nearly 165,000 days of case handling for about 15,000 customers.

DSB

Kim Bøgholt Max Petersen

Head of Automation Team