Utilities strategize to improve customer service and reduce costs that the usual enterprise ramp-up demands. Public utilities providers have one of the most mature, well-structured, well-oiled, and well regarded Robotic Process Automation (RPA) capabilities among automation advocates.
It has been enormously valuable in delivering process efficiencies that could be passed on to customers with limited upfront investments.
Within the organization, it allows employees to focus on value-adding front-office activities, including working directly with customers as opposed to mundane back office tasks.
Back office processes automated
Monthly RPA transactions
Return on Investment
Automation is set to be deployed to a large digital workforce, and becoming a fundamental pillar in every future business strategy.
Residential customers need to have their meters read four times a year for billing but there can be many reasons to doubt the meter readings. For example, if this quarter’s meter reading was lower than the previous quarter’s meter reading, it would indicate the infeasible situation that the customer was adding electricity to the grid rather than consuming it.
Infeasible meter readings were kicked out of the mainframe legacy system and given to between 25 and 30 people to manually resolve them. This was later moved to an ERP system, but that also required many manual completions of processes which were well suited to RPA, and it perfectly complemented the ERP system.
Every reading which was thrown into the system as a discrepancy was first routed to a RPA bot, which would assess whether there was any clear fallible error which can be rectified by preset rules. Once the erroneous entry passes this filter, it moves into the ERP system where if there is a need for human intervention, it is checked, else the system generates a bill against the received entry.