Client:Flutter
Region:Europe
Industry:Customer Experience
Flutter: Transforming CX with AI and automation
80%
of support journeys automated
+34%
customer NPS score, up from -10
140%
increase in customer activity
Client Overview
Flutter, a leading sports betting and iGaming company with an active customer base of 7 million, sought to enhance its customer operations and improve the customer experience (CX), particularly in areas such as customer service, payments, and fraud prevention. They faced challenges such as a high volume of customer inquiries and the need for quick, accurate responses to prevent customer attrition in a competitive industry.
Transforming CX with AI and automation
Flutter implemented a range of CX automations with UiPath, starting with an FAQ bot and progressing to more sophisticated solutions. They prioritized customer satisfaction by focusing on resolving issues and avoiding deflection. Responsive workflows enabled them to quickly address customer concerns in times of peak demand, such as during the World Cup. As a result, Flutter automated 80% of support journeys, avoided £12 million pounds in cost increases, improved net promoter scores (NPS), and reduced the cost to serve.
We had a large amount of people who were servicing customer service contacts. There was a clear pathway to be able to automate the processes and solutions the customers needed.
Outcomes:
Enhanced customer experience: Automation initiatives with UiPath led to a major improvement in customer NPS scores for Flutter.
Increased efficiency: A significant portion of support journeys were successfully automated, leading to faster resolution of queries.
Cost savings: Flutter was able to significantly decrease its cost to serve, which greatly improved overall profitability.
Additional resources:
Learn how AI and automation can redefine customer interactions and empower your agents. Overcome common challenges and harness solutions for effective self-service and improved customer visibility at the Customer Experience Summit from FORWARD + TechEd.
Related case studies
