Back office ops · Production

Eversource boosts customer and employee engagement using Blue Prism intelligent automation

The problem

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.

Workflow diagram · grounded in source
1
Employee pain point identification
trigger
“Members of Eversource's Customer Operations' teams were asked to identify potential customer pain points and suggest opportunities to improve its processes when interacting with customers”
2
Digital workers process billing
ai_action
“digital workers now process many of these transactions seamlessly and accurately, allowing Eversource employees to focus their energy on providing customers with a top-notch experience”
3
Scale across 50+ automations
output
“today the energy company runs more than 50 automations, leveraging Blue Prism digital workers across the business”
4
Business value delivered
output
“Digital workers now handle more than one million internal transactions, allowing human workers to refocus on adding customer value. In addition to improving the customer experience, Eversource has seen over $15 million in steady state va…”
Reported 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.

Reported metrics
Steady state value deliveredover $15 million
Internal transactions handled by digital workersmore than one million
Automations runningmore than 50
Billing special handling transactions processed annuallyhundreds of thousands of transactions annually
Reported stack
Blue Prism
Source
https://www.blueprism.com/resources/case-studies/eversource-boosts-customer-and-employee-engagement-using-intelligent-automation/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

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.

What tools did this team use?

Blue Prism.

What results were reported?

Steady state value delivered: over $15 million; Internal transactions handled by digital workers: more than one million; Automations running: more than 50; Billing special handling transactions processed annually: hundreds of thousands of transactions annually (source-reported, not independently verified).

How is this back office ops AI workflow structured?

Employee pain point identification → Digital workers process billing → Scale across 50+ automations → Business value delivered.

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