504. Scaling Automation at Computacenter

On this episode, host Michael Marchuk speaks with Kasim Iqbal of Computacenter, a customer award winner who leads an RPA team and has used Blue Prism for over 10 years. Kasim explains how his team automated a previously manual, copy-and-paste process for creating DPD return labels and updating and closing tickets in Remedy and ServiceNow, delivering major time savings and processing about 150,000 tracking updates without human intervention. Beyond hours saved, the automation improved SLA performance, reduced errors, and minimized retraining as new customers onboard. The solution evolved from screen scraping to APIs to improve speed and resilience, with the biggest challenges being data quality and exceptions. Kasim describes extensive business-led testing, a top-down “automation first” culture, internal promotion via Viva and events, and early exploration of AI tools like Copilot and Work HQ.What we talked about with Kasim:- Award Project Overview- Automation First Culture- Business Impact and Savings- Scaling to High Volume- Architecture and API Shift- Challenges and Data Quality- Testing and Governance Trust- Collaboration and Buy In- Advice to Replicate Success- Driving Internal Adoption- Promoting Automation Internally- Who Benefits MostVisit us on our socials:🦾 Get started with SS&C Blue Prism: https://okt.to/JcMLdU🧑‍💻LinkedIn: https://okt.to/k8zIdp✖️Twitter: https://okt.to/fHyd9G🙋‍♀️Facebook: https://okt.to/Vyjfiz📸Instagram: https://okt.to/5nYvIf💭Blog: https://okt.to/QuGqVP🤩Case studies: https://okt.to/ft1AMXTo ensure that you never miss an episode of Transform NOW, be sure to subscribe!