Customer support · Production

Royal Mail Group hands back £55 million and 662,000 employee hours with RPA across 85 automated processes

The problem

Royal Mail Group's manual processes across operations, customer experience, and finance created major inefficiencies at scale: delivery office managers spent early mornings manually pulling data from multiple separate systems before daily briefings, customer service agents were slowed by archaic legacy systems, and finance teams faced herculean manual effort managing account suspensions and reinstatements, leading to lost revenue.

Workflow diagram · grounded in source
1
Scheduled morning robot run
trigger
“Running six days a week, 3:00 am - 7:00 am, across 1,250 offices meant that innovative automation design was key”
2
Multi-source data extraction
ai_action
“the process was split into two. A data extraction step was executed first, which the robots processed, combining information from other sources. This only required 18 robots”
3
Customer contact received
trigger
“customer experience agents were using a range of archaic systems. They were hard to navigate and took time to use. This limited the ability of employees to provide a great experience for customers”
4
SamYax attended robot assistance
ai_action
“SamYax is an attended robot used to provide a new interface for the agents. They can task the robot to get the info they need without having to use the legacy technology. The same robot is also used to take on tasks after calls have fini…”
5
YaxMan web form processing
ai_action
“YaxMan is an unattended robot that undertakes the same type of work but uses data customers enter in web forms”
6
Finance account management
ai_action
“Robots now manage this process in real time, protecting revenue”
Reported outcome

The RPA programme delivered £55 million in financial benefits—well above the original £13.7 million target, representing an ROI over 300% above expectations—and handed back approximately 662,000 hours of employee time across 85 automated processes.

Reported metrics
Total financial benefits delivered£55 million
Employee hours handed back662,000 hours
ROI above original targetover 300% above expectations
Original financial benefit target£13.7 million
Show all 11 reported metrics
Total financial benefits delivered£55 million
Employee hours handed back662,000 hours
ROI above original targetover 300% above expectations
Original financial benefit target£13.7 million
Employee time saved (financial value)£4.8 million
Additional revenue generated£22.4 million
Cost reduction or avoidance£17.5 million
Capacity creation£10.3 million
Automated processes implemented85
Robots required after process redesign18 robots
Robot reliability100%
Reported stack
RPASamYaxYaxMan
Source
https://www.uipath.com/resources/automation-case-studies/royal-mail-group-rpa-success
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The RPA programme delivered £55 million in financial benefits—well above the original £13.7 million target, representing an ROI over 300% above expectations—and handed back approximately 662,000 hours of employee time…

What tools did this team use?

RPA, SamYax, YaxMan.

What results were reported?

Total financial benefits delivered: £55 million; Employee hours handed back: 662,000 hours; ROI above original target: over 300% above expectations; Original financial benefit target: £13.7 million (source-reported, not independently verified).

How is this customer support AI workflow structured?

Scheduled morning robot run → Multi-source data extraction → Customer contact received → SamYax attended robot assistance → YaxMan web form processing → Finance account management.

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