Case Study: Elisa achieves faster, error-free customer service and €2M annual savings with UiPath

Improving customer experience drives RPA at Elisa

Elisa, a leading Finnish telecommunications provider serving over 2.8 million customers, faced high volumes of repetitive, transactional work—most notably manual order capture that required copying data from spreadsheets into CRM systems, a slow and error-prone process that impacted customer experience. To speed up processing and improve accuracy, Elisa partnered with UiPath to pilot Robotic Process Automation (RPA), using UiPath’s automation platform (including Orchestrator) to test and scale solutions.

UiPath deployed RPA bots and Orchestrator dashboards, helped Elisa establish an RPA Center of Excellence, and automated over 280 processes—running 30 unattended robots that handled 3.6 million+ transactions in 2019. The automation delivered tangible benefits: around €2 million annual savings from billing automation, 3,500+ hours freed per month, typical development times of 2–5 weeks, faster, error-free order handling, and higher customer satisfaction; Elisa is now extending UiPath automation with AI/NLP for intelligent email routing.

Elisa

Anssi Talarmo

Head of RPA