Over 10,000 automated meter calls successfully completed within 3 months of launch
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- AUTHOR|ORG
- DATE|12 Sep 2022
- READ TIME|3
Satisfaction rates up
20%
Successful completions up from 45% to
90%
Costs reduced by
30%
The Challenge
Digitising the meter-read experience to increase submissions and drive efficiencies.
Our energy client’s customer meter 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.
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The Insight
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 Objective
Replacing repetition with automation.
The key objective was to automate repetitive tasks and processes that were labour intensive, replacing them with an automated meter reading solution that was user friendly and accurate.
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Blake Griffin
Key to success was bringing commercial and technical teams together to ensure security risks were mitigated and all stakeholders happy.
Blake Griffin
Partner
The Solution
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 the design, build and ongoing delivery of 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.
Meter 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.
Industry
Results
SUCCESSFUL TRANSITION TO AUTOMATION
REDUCED COSTS
Costs down 30% compared to old system
CERTIFIED SECURE
The full deployment is certified for both ISO 27001 and ISO 9001.
SKILLS OPTIMISED
Customer advisors are now free to spend more time resolving complex issues.
ABOUT
We believe there is always a smarter, more collaborative way to do things. So we have designed and built a company that aims to humanise the experience of transformational change for organisations.
We know that if we gather the most authentic, intelligent and inventive people and put the latest technology in their hands, there is no problem they can’t solve or business they can’t help transform and grow.
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