Bricks, mortar, and bots: Travis Perkins nails it with intelligent automation

Project highlights

27% increase in new customers year-on-year
67% reduction in application processing time
15000 credit applications processed annually

Travis Perkins plc, the UK’s leading distributor of building materials and home improvement products, has always prided itself on exceptional customer service. However, a manual, paper-driven process for opening credit accounts was causing inefficiencies, errors, and delays.

The New Accounts Team faced major pressure, processing around 15,000 applications a year by hand. The process involved repetitive data entry, reviewing credit checks via multiple systems, cross-referencing databases, and dealing with sensitive information - each application taking up to an hour, sometimes extending to five hours for complex cases.

A sales promotion in 2024 brought these issues to light when turnaround times for new credit accounts slowed significantly. Travis Perkins knew it was time to revisit their automation plans, having abandoned a similar initiative years ago due to insufficient technology.

Recognising the power of modern automation tools, Travis Perkins partnered with Robiquity and UiPath to implement an automation solution for their credit account setup process.

The team worked together to design an automation tailored to their needs. The introduction of the bot - which the team fondly nicknamed “Dave” (officially ACES: Account Credit Entering Service) - revolutionised operations. The solution worked as follows:

Digital forms streamlined the process: An API captured data from online applications and handed it to the bot, reducing dependency on paper forms.
Automated checks: The bot assigned applications to specific branches and sales representatives, completed credit checks using data from Companies House, and flagged fraudulent applications.
Organised decision-making: The bot presented all application data in a clear format to a team member, allowing swift final review and approval.
Customer communication: Apply-touch notifications (via email and text) kept customers informed throughout the process, replacing the lag of post-mailed welcome packs.
Enhanced data security: Sensitive data was stored securely, and rejected applications were removed from systems automatically after 30 days to ensure compliance.

The automation transformed performance at Travis Perkins, delivering impressive results:

27% increase in new customers year-on-year with faster processing times.
Average credit account setup reduced from 48 hours to just 24 hours, with many customers now trading within the same day.
Error minimisation thanks to reduced manual input and automated cross-checking.
Stronger data security and compliance through automated data handling.
Employee satisfaction soared due to reduced labour-intensive manual tasks. Many team members expressed that they “could never go back.”

The automation’s positive impact has inspired other brands in the Travis Perkins group to explore automation, demonstrating its role as a broader driver for innovation.

LESSONS LEARNED

What did we learn along the way?

"Have goals and a plan, but remain agile. Listen to the experts and let them guide you. Robiquity has been invaluable in helping us meet our vision."
— Shona Young, New Accounts Team Lead

Robiquity were engaged to help determine the automation potential within customer services across C350 staff. We delivered an intelligent automation assessment, identifying £millions in savings and cost avoidance against future hires.

Robiquity were engaged to help accelerate the delivery of business critical automations, in advance of an expected increase in processing volumes relating to tax year end.

The new changes applied by the Robiquity team have significantly improved the availability of the automations and reduced business exceptions.