Accelerating the Next Generation of Retail Customer Experience Post COVID-19

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Connected Shoppers, Disconnected Retailers

We know that as a retailer you need to manage some major headaches simultaneously. We’re talking about tackling the impact of global uncertainty, ever-changing demand, constrained resources – and if that’s not enough, winning and retaining customers too. While you can’t manage the unknown, you can secure your future with the capabilities of intelligent automation and face these challenges with new levels of speed and agility.

We invite you to join the world’s most successful, forward-thinking retailers including John Lewis, Walgreens and The Very Group, that rely on our intelligent digital workforce to safely automate work - from the front office, right across the supply chain and on to the shop floor.

Connecting retailers to customers

By joining this exclusive group, you’ll be able to work much faster, smarter and more efficiently than ever before.

By seamlessly embedding digital workers at the core of your business, we can help you to deliver digital transformation strategies without disruption. You’ll also be able to better navigate change and effortlessly deliver new services that satisfy your customers’ ever-changing needs across all channels in days, rather than months. By working with us, you’ll soon be achieving increased operational agility, efficiency and productivity across all your processes, so you can redistribute and upscale resources – while boosting the customer experience too.

Know your customer better

  • Create a 360-view of customer needs by swiftly consolidating and managing all data for analysis and utilize insight across your IT estate to optimize product decision making and marketing
  • Better predict and manage customer demand
  • Create personalized service offerings, upsell recommendations, stand out loyalty schemes and subscription services

Improve the customer experience

  • Deliver seamless integration across all channels for a consistent customer experience
  • Accelerate delivery of multi-channel and self-service options to meet ever-changing customer expectations
  • Generate real-time customer service response, frictionless delivery and returns processes and better manage new payment options

Optimize security and compliance

  • Provide faster identification and resolution of all fraudulent activities and deliver real-time investigation and cancellation of suspect orders
  • Easily provide more consistent audits of processes and consistently meet all data compliance requirements
  • Improve and accelerate monitoring and investigation of inventory shrinkage
Select A Business Function
Customer Service
Customer Service Customer Insight Fraud Detection Seasonal Staffing Order Fulfilment

Stand out from the competition with exceptional customer service

Customers today expect a quality, personalized experience. Shoppers are willing to provide their personal data to companies, but they expect a top-quality experience in return. Improve the consumer experience, increase repeat business and minimize abandoned orders with RPA.

Personalized Offers

Utilize personally identifiable information (PII) to create personalized offers for customers, improving the customer experience and improving results.

Price Matching

If a customer finds an item cheaper elsewhere and contacts a retailer, a digital worker can confirm the product, price, and conditions through online searches and email a response to the customer.

Contact Center

Customer data is pre-populated with customer details by digital workers via IVR integration for faster resolution of customer enquiries.

Customer Returns

Returns are processed in multiple downstream applications by digital workers using data entered by contact center agents via a single web form. This minimizes the risk of transcription error, reduces the call duration and ensures customers receive the best experience.

Know your customers

The ability for retailers to analyse shoppers’ habits and use customer insight to predict future shopping habits and needs is a powerful tool. Such forecasting can help retailers stay ahead of the competition, ensuring you always have the right product available at the right time at the right price. Connected-RPA can help turn data into critical customer insight at speed.

Data Collection

Automate the gathering and aggregation of data from multiple source systems (POS, loyalty programs, e-commerce) to create a fast and accurate dataset which can be used for analysis and, targeted action.


Digital Workers produce timely insight reports to enable fast action. From advising which day social media influence might be optimal, to recommending which products are likely to sell best and where. Getting the right information to the right teams at the right time can ensure the best outcomes.

Marketing Campaigns

Execute data-driven marketing campaigns using Digital Workers to connect relevant offers to the right customers. Manage campaign peaks without scaling up your human workforce.

Greater agility for improved fraud detection and prevention

Globally, the retail industry loses billions of dollars each year through fraudulent ordering. It is imperative that retailers act quickly, investigating customer orders held on suspicion of fraud. While fraudulent orders are a drain on retailers, so is loss of inventory from warehouses as well as in transit. Connected-RPA helps reduce the risk of fraud, freeing up resources to monitor behavioral trends and subsequently enabling the business to quickly adapt to changes in fraud tactics.

Order Cross-Checks

If there’s a recommendation to challenge an order, a case is created in the CRM system. Digital Workers can perform a series of cross-checks on the order via internal and external systems. Suspect orders may then be referred for human action.

Order Cancellation

Automate the cancellation of orders quickly where fraud is suspected, minimizing the risk of orders being shipped through any delay in action.

Inventory Cross-Checking

Digital Workers check inventory against expectations and flag exceptional shrinkage, enabling further proactive investigation by human colleagues.

Procurement Risk

Perform frequent audit checks of suppliers, invoices and system logs to identify suspicious activity or relationships.

Hit the ground running with RPA

The retail industry experiences high levels of staff attrition across the board. With multiple employee contract types, multiple franchise locations and increasing numbers of back office staff, ensuring employee details and access are correct can be a challenge. Intelligent Automation can help manage peaks in demand and handle seasonal staffing effectively.

Reference Checks

Automate reference requests, update personnel systems and action reference outcomes.

Systems & Facilities Access

Digital Workers create new user accounts in sales and personnel applications, as well as setting up the right buildings access for staff so employees can get going from day one.

Payroll Creation

Generate payroll for new starters without error and in good time, ensuring new employees never miss a pay packet.

Welcome Admin

Automate welcome letters and first day agenda and onboarding schedules for a smoother start for new employees, minimizing errors and enabling faster utilization of seasonal staff.

The right product in the right place at the right time

Retailers face many challenges throughout the order fulfilment process, from demand planning to inventory management to logistics. Ultimately the key to effective order fulfilment is having accurate data to enable optimal decision making. From knowing which products you have to sell, to what customers want and how you will deliver to that need, information is critical.

Connect systems like your sales order, ERP and inventory management systems using Blue Prism for greater visibility across the order fulfilment process.

Stock Level Checks

Digital Workers can check legacy inventory systems to determine current stock levels and notify retail workers on duty to reserve the product for online customer orders.

Product Status Updates

Automatically confirm that a product has been picked and packed, and email the customer that their order is ready to be collected.

Stock Tracking

Digital Workers pull together data from telematic technology like RFID, to track items and accurately update their status for improved visibility along the supply chain.

Returned Items

Automate and accelerate the inter-branch transfer process for returned products. Triage returned goods entering the distribution center or store using previous returns information or store preferences. Then allocate the stock to an appropriate selling location, raising the relevant documentation for the transfer. Processes are handled quickly, minimizing markdowns.

Want to know more?

We support your business across its functions. Discover the benefits of RPA applied to retailer challenges.

Why Intelligent Automation?


  • Comprehensive, irrefutable audit logs
  • End-to-end object & process change history
  • System & process execution audits
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  • Re-usable & shareable objects/processes
  • Many-to-many process assignment
  • Processes in parallel
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Rapid Deployment & Methodology

  • Process Discovery
  • Robotic Operating Model (ROM®)
  • Success Accelerator
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Security & Access Control

  • Veracode Verified Continuous
  • Decoupled build & run
  • Disk level encryption & data masking
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Performance & Stability

  • Database layer resilience
  • Supports hybrid-cloud infrastructure
  • More productive & efficient
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Intelligent & Extensible

  • Drop-in AI skills from DX
  • AI Labs & Innovation Center
  • Data Gateways
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Hear it from our customers

Fraudsters Beware: Intelligent Automation at Work at John Lewis & Partners

As leading UK retailer, John Lewis & Partners' fraud team has used intelligent automation to stop fraudulent orders from being shipped.

Read the case study

A Digital Workforce for Every Enterprise

The world’s largest enterprises rely on the Blue Prism digital workforce to optimize production processes, increase profitability and enhance customer experiences. Learn how our smart, secure, scalable and successful digital workers can transform your business through intelligent automation. The future of work starts now.

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