Shop Direct Group case study published - Blue Prism
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Shop Direct Group case study published

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Shop Direct Group case study published

Case study now available showing how Shop Direct Group Financial Services quickly marshalled operational support for the launch of a new insurance product using Blue Prism software.  Without Blue Prism the process would have required 22 staff.

Blue Prism announces the publication of a case study showing how Shop Direct Group used Blue Prism software to provide operational support for a new insurance product launch.

Shop Direct Group used Blue Prism technology as part of an ongoing program to deliver operational agility in its call centre and back office environments.

“Blue Prism has vastly improved our operational agility and given us the capability to react to new market opportunities and support a successful financial product launch with an automated process that took only a matter of days to build”  said Marie Marsden, Head of Credit Operations, Shop Direct Group Financial Services.

“Supporting customer demand for this product would have previously required us to recruit several temporary staff and train them, not just in the product, but in the use of our systems. The process of registering the product against customer records and setting up their payment profile was a lengthy manual task but in essence quite simple. We had already used Blue Prism as part of an ‘agility program’ to automate previous processes so one of my staff was able to pick and mix together a new process flow that automated the work and prevented the need to recruit.” observed Lindsay Harrison, Process Improvement Manager.

Alastair Bathgate, Blue Prism CEO added “It is great to see Shop Direct using Blue Prism technology to provide a rapid and agile response to everyday change – without having to rely on technical changes to corporate systems.  It is a challenge that all the leading customer service organisations of the world face”

Shop Direct Group is the UK’s leading online and home shopping retailer, with annual sales of around £2 billion and five million customers through well known brands such as Kays, Great Universal, Littlewoods and Marshall Ward.

Shop Direct Group Financial Services offers customers of Shop Direct Home Shopping Limited brands a wide range of credit, insurance and warranty products, employing 1200 people over three sites.


Blue Prism provides a new generation of operational agility software. Utilising the latest technology, Blue Prism helps organisations like Barclays, npower, The Co-operative Financial Services and Shop Direct manage complex business processes, linking people and systems seamlessly and effortlessly to target changing business goals.

The company works across a range of industries including call centres, utilities, telecoms and banking. Using our Operational Agility Software suite, our customers benefit from accurate and consistent process execution, lower customer churn, lower staff turnover and lower operational costs.

For more information on Blue Prism please call us on +44 (0)870 879 3000 or contact us at info@blueprism.com.