From manual tasks to automation

The challenge

Our energy client’s customer metre reading service was phone-based, slow, and drawn out. We were challenged to improve the customer experience, increase the number of submitted readings, and reduce costs.

Estimated readings lead to regular ‘bill shocks’ when customer’s accounts are finally updated. A user-friendly reading submission service is crucial to satisfaction.

The old reading submission process was repetitive, making it prone to advisor fatigue and data entry inaccuracies. As a leading energy supplier, it was important to get this right.

The key objective was to automate repetitive tasks and labour-intensive processes, replacing them with a user-friendly and accurate automated metre reading solution.

The how

How we delivered Organisational Engineering™

• We introduced Robotic Process Automation (RPA) and designed a solution that provided an easy experience for customers and excellent security
• Delivering the automated software solution involved designing, building and continuously delivering a robotic metre reading solution. A comprehensive test plan was defined and executed to ensure the solution was fully compliant with all security protocols 
• Our team of subject matter experts supported the continuous improvement and optimisation of the robotic solution. Metre reading capture was tracked to ensure the right information was updated and integrated, including real-time reporting of outputs and exceptions
• Over time, these exceptions have decreased significantly as the machine-learning capability of the robotic solution developed
• With customer data security top of mind, the full deployment is certified for both ISO 27001 and ISO 9001
• Customer advisors are now free to spend more time resolving complex issues and creating a better customer experience.