customer_support · logistics · workflow
Hapag-Lloyd Uses Blue Prism's Robotic Operating Model to Scale Intelligent Automation
Hapag-Lloyd needed to implement intelligent automation at scale across more than 130 countries, requiring clear governance, defined roles and responsibilities, and a model that could accommodate both a central COE and remote regional business units.
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 · Incoming Customer Disputes
The dispute capturing digital worker is integrated with ML modules to manage incoming customer queries and dispatch the appropriate responses.
Tools used
Blue Prism
Outcome
Hapag-Lloyd deployed 50 digital workers across three key business units and saved over 30,000 hours per year through the dispute capturing automation alone, winning the EMEA 2021 ROM Excellence award.
Results
Time savedover 30,000 hours a year
Volume50
Grounding & classification
Source type: vendor customer story
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