Case Study: Transcom achieves better agent experience and reduced manual work with UiPath

How Transcom uses automation for an effortless agent experience

Transcom, a Swedish-born customer experience services provider supporting more than 300 global brands, faced a common challenge in the contact center industry: high agent turnover and too much repetitive admin work slowing down customer service. UiPath helped Transcom use robotic process automation (RPA) to reduce manual tasks and improve the agent experience, starting in back-office processes and expanding into front-office customer support.

Using UiPath automation, Transcom built robots to handle tasks such as data entry, reporting, billing, HR work, and post-call note creation. One example cut a four-minute SAP update process down to 20 seconds, and another saved 30 seconds per call across 4,000 daily calls. In total, Transcom has introduced 250 robots, executes 2 million tasks annually, and saves about 60,000 hours of work each year, while improving speed, accuracy, customer satisfaction, and employee retention.

Transcom

Jakob Westgren

Head of Agent Experience