Case Study: NOS (Portugal’s telecom & entertainment leader) reclaims 75,000 hours/year and boosts customer service with UiPath

RPA brings simplicity and quality to customers and employees at NOS

NOS, the leading telecom and entertainment group in Portugal, needed to transform its operating model to improve customer satisfaction and operational fitness across call centers, field services, finance and HR. To scale automation quickly and avoid a slow pilot approach, NOS selected UiPath as its RPA platform and set out to deploy automation transversally across departments while upskilling internal teams.

Working with UiPath, NOS built a devolved Center of Excellence, trained departmental RPA teams and deployed both attended and unattended robots for front- and back-office tasks (e.g., invoice/PO processing and call‑center assistance). The UiPath-based program delivered rapid scale—40 automations in the first wave and more than 125 in total—returning about 75,000 hours/year to the business, lifting process-owner satisfaction to 9.2/10 and cutting the cinema discount card approval cycle from two weeks to two days.

NOS

Misael Viana

RPA Lead