customer_support · ecommerce · workflow
Pets at Home maintains service excellence by combining Blue Prism digital workers and Salesforce during COVID-19
COVID-19 lockdowns prevented customers from visiting Pets at Home stores, causing a sharp increase in digital customer inquiries that threatened the company's ability to maintain its signature warm, empathetic service.
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 · Digital customer inquiry received
A sharp increase of customer inquiries arrived through digital channels as COVID-19 lockdowns prevented in-store visits.
Tools used
Blue Prism digital workers
Outcome
Blue Prism digital workers handle simple customer queries such as order updates, freeing human colleagues to have more valuable, in-depth conversations with customers about their pets.
Results
Time savedfree to go and have those emotional conversations with customers
Grounding & classification
Source type: vendor customer story
17 fields verified against source quotes.
agentic workflowsupport agentsupport tickethuman review describednamed customerproduction runtime claimedtools describedworkflow describedretailemployee productivityvendor customer storycustomer supportecommerce opsautonomous resolutionescalation workflow