Global fashion leader adopts UiPath-powered automation supported by Microsoft Power Automate

Growing demand and operational complexity were testing the limits of the company’s customer care and planning processes. Missed updates and unresolved claims made it harder to maintain service quality—and harder still to protect revenue.

The retailer needed a smarter way to manage scale without compromising accuracy or customer satisfaction

Automating for speed, savings, scale

In partnership with Sogeti, the company initiated an enterprise automation journey—deploying bots to take on repetitive, rules-based processes across customer service, planning, Asset protection/inventory control and logistics.

The solution was built on UiPath RPA technology, with Microsoft Azure Virtual Desktops providing the scalable infrastructure backbone. Some early experiments (POC)helped kick-start local automation in specific teams.

The key target areas included:

• Price adjustment processes that required huge volume of processing during promotions and holiday seasons
• Customer care operations tied to order accuracy and returns
• Shipping dispute management with logistics partners

Over time, more than 50 bots were deployed across functions, developed in close collaboration with the retailer’s in-house teams to ensure adaptability and long-term value.

In the first phase of the program—focused on customer care and price adjustment automation, the retailer recorded $20 million in lifetime value creation by revenue benefit and cost savings over three and half years. Those early results validated the business case for automation and laid the groundwork for expansion into new areas.

Process, meet payoff.

The automation effort continues to grow—and so does the impact. In one standout example, Capgemini automated the process of filing shipping claims for failed deliveries. Previously, these claims were often ignored due to limited team capacity. With automation in place, the client is now recovering more than 1M+ annually from Logistic partners like FedEx ,UPS and Ontrac—a process that once leaked revenue now generates it.

Across the full RPA portfolio, the retailer has internally acknowledged $1.7 million in business valuelast year alone from carrier claims. This includes both hard-dollar savings and efficiency gains that free up time for more strategic work.

More importantly, the enhancements in service quality reinforced the brand’s commitment to customer satisfaction—an essential differentiator in the fashion industry.

More importantly, the enhancements in service quality reinforced the brand’s commitment to customer satisfaction—an essential differentiator in the fashion industry.

Business outcomes to date:

• $1M+ in revenue recovered annually from automated delivery claims
• 10k+ hrs of human time saved in FY25 YTD
• 50+ bots deployed, across customer care, planning, logistics, Inventory control and finance
• Faster response times, reduced manual errors, and better scalability during seasonal peaks
• Foundation for continued innovation with scalable infrastructure on Azure Virtual Desktop