back_office_ops · energy · workflow
Eversource boosts customer and employee engagement using Blue Prism intelligent automation
Eversource's complex operations across billing, supply chain, and customer management required manual processing of hundreds of thousands of billing special handling transactions annually, which risked delayed or corrected bills for customers.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee pain point identification
Customer Operations teams are asked to identify potential customer pain points and suggest process improvement opportunities.
Tools used
Blue Prism
Outcome
Blue Prism digital workers now handle over one million internal transactions across more than 50 automations, delivering over $15 million in steady state value while freeing employees to focus on customer experience.
Results
Volumemore than one million
Cost replacedover $15 million
Grounding & classification
Source type: vendor customer story
20 fields verified against source quotes.
agentic workflowform submissionmetric backednamed customerproduction runtime claimedtools describedworkflow describedenergycost reductionemployee productivitythroughput increasevendor customer storyback office opscustomer supportfinance opsautonomous resolution