Automation for Utilities & Energy

Robotic Process Automation for Utilities and Energy sector

Overview

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.

What Can You Expect in 12 Months?

Back office processes automated

25%

Monthly RPA transactions

1,000,000

Return on Investment

200%

Automation is set to be deployed to a large digital workforce, and becoming a fundamental pillar in every future business strategy.

Resolving infeasible customer utility meter readings

The Case

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.

The Solution

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.

The Benefits

  • 10% reduction in outsourced processes
  • 60% reduction in billing discrepancies
  • 25% reduction in total complaints over 12 months

Where Else Can RPA Help You?

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If you are looking to relieve staff from mundane back office tasks and put them at teh fore front for better a customer experience, then write in to us and we can definitely help.

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