Case Study: DNA achieves tenfold B2B performance and reclaims 25 FTEs/month to boost customer support with UiPath

UiPath helped DNA Plc to provide increased support to its customers

DNA, a leading Finnish telecom provider, faced mounting manual workload and errors in B2B and operational processes that were slowing delivery and impacting customer service. To address legacy-system data access and high-volume, error-prone updates (for example, manual entry of customer changes into mobile subscription and CRM systems), DNA partnered with UiPath to evaluate Robotic Process Automation (RPA) as a fast way to improve speed, accuracy and customer experience.

Using UiPath RPA (selected with TCS support), DNA built a proof of concept robot in six weeks and then scaled agile three-week sprints to deploy over 40 robots across more than 40 processes in under 20 months. The UiPath automations delivered a tenfold performance increase on the B2B delivery task, 100% accuracy on reconciliations, nightly updates for millions of customer records, and the equivalent of 25 FTEs returned to the business each month; DNA is now expanding use with a CoE combining RPA and BPM and exploring citizen development with UiPath StudioX.

DNA

Juha Viikki

Head of Quality, Process and Automation