RPA for Customer Service

Name: RPA in Customer Service
Brand: Simply Contact
Rating: 4.9 (26 reviews)

We apply robotic process automation to the repetitive, high-volume back-office tasks that slow down support operations. Customer service RPA as a managed capability—not software you configure yourself.

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Simply Contact

Payments triggered automatically

Cases closed without manual handling

What you gain with RPA in customer service

Hours of manual processing reduced to minutes

High-volume back-office tasks are completed by RPA in a fraction of the time it takes a human agent.
Agent capacity freed for customer-facing work

When repetitive processing is automated, your agents stop doing data entry and start doing support. RPA in customer service shifts human effort to where it creates actual value.
Lower cost per transaction at scale

Every task RPA handles is one your team doesn't bill hours for. Across thousands of monthly transactions, the savings are measurable, documented, and compound over time.
Consistent output regardless of volume

Peak periods don't slow RPA down. Whether you process 100 or 10,000 requests, accuracy and throughput stay constant.

What RPA does in our customer service operations

Bulk back-office processing

High-volume, repetitive requests—updates, additions, changes across multiple records simultaneously—processed by RPA in bulk, without manual agent involvement.

Automated payment and compensation handling

Payment triggers, document retrieval, and compensation workflows execute automatically when conditions are met.

AI-assisted case management

For complex cases requiring judgment, RPA handles the mechanical steps—data pulls, record updates, workflow routing—while agents and AI focus on resolution logic.

Data entry and record synchronization

Customer records, ticket fields, CRM entries, and cross-system data are updated automatically, eliminating manual input errors and the agent time spent on administrative overhead.

Document retrieval and filing

Contracts, transaction records, compliance documents, and case attachments are fetched, organized, and attached to the right records automatically.

End-to-end workflow automation

From trigger to resolution, entire multi-step workflows run without human intervention, chaining actions across systems and cutting handling time and operational cost simultaneously.

Reduce back-office processing time without adding headcount

We'll show you how RPA fits into a fully managed support operation.

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RPA use cases in customer service: projected efficiency gains

We mapped a three-stage RPA rollout for a large European airline, automating back-office support workflows across group bookings, payment processing, and case management. Projected results:

$73k

estimated annual saving from bulk SSR processing automation across group itineraries
$43.6k

estimated annual saving from auto-payment processing and document fetch, with 50% AHT reduction

RPA for customer service across industries

Travel and Airlines

Group itinerary processing, SSR bulk additions, rebooking workflows, compensation automation.

E-commerce and Retail

Order updates, return processing, refund triggers, record synchronization.

Fintech

Document retrieval, payment processing, case routing, compliance record updates.

Healthcare

Appointment records, eligibility updates, referral processing, scheduling administration.

SaaS

Subscription changes, billing adjustments, account updates, ticket routing. Automated workflows that keep back-office operations clean as user volumes scale.

Testimonials

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

Thanks to Simply Contact’s work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project. They established an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder

Head of Support, Ditto Music

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FAQ

What is RPA in customer service?

RPA stands for robotic process automation. In customer service, it means the use of software automation to handle high-volume, rule-based back-office tasks, such as processing requests, updating records, triggering payments, managing documents, without human involvement. In our operations, RPA handles the mechanical steps, while agents handle the cases that require judgment.

What are the most common RPA use cases in customer service?

The highest-impact RPA use cases in customer service include bulk booking and SSR processing, automated payment and compensation handling, document retrieval and filing, case routing and workflow management, and account or record updates. Any task that is repetitive, high-volume, and rule-based is a strong candidate for automation.

Do you offer RPA as a standalone software product?

Simply Contact is a customer support services company. Customer service RPA is a capability we embed within managed support operations—not a platform we license or hand over for clients to configure themselves.

How do you identify which processes to automate?

We start with mapping your back-office workflows, transaction volumes, handling times, and error rates. From that analysis, we prioritize the RPA use cases in customer service that will deliver the highest cost and efficiency impact first.

What results can we expect from RPA for customer service?

Results depend on the processes automated and their current volume and handling time. In our documented case with a large European airline, projected savings across three automation stages reached over $157,000 annually, with 50% AHT reduction on payment processing workflows.

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