Case Study: Morrison Utility Services achieves 60% safety pack automation and significant time and cost savings with UiPath

Uk Utilities Company Leverages RPA to Enhance Customer Experience

Morrison Utility Services, a UK utilities company that supports many of the country’s largest water, gas, electricity and telecom clients, faced high-volume, rules-based transactional work—most notably the manual creation of over 25,000 safety packs a month and slow, error-prone data entry for customer systems. To improve efficiency and customer experience, Morrison selected UiPath’s RPA platform to automate repetitive operational and business processes.

Using UiPath (initially deployed by Sopra Steria and then scaled in Morrison’s own RPA centre), robots automated the safety-pack workflow—raising automation from 5% to 60%—and sped up other processes like risk assessments and data preparation. The UiPath solution cut time-to-automate from about 12 weeks to around 2 weeks, enabled deployment in seconds, preserved customers’ host systems, and delivered measurable savings: the first two automated processes saved roughly 3,800 hours annually (≈£145,000), with the full phase one delivered in six months.

Morrison Utility Services

Andy Carter

Director of IT Innovation and Improvement