Challenge
The client is a leading energy generator and retailer identified the potential for significant benefits by automating its transactional billing processes. The process had previously been outsourced to a local third-party supplier. So, greater automation and keeping the process in house was believed to immediately deliver bottom-line benefits. Other challenges included time-consuming processes requiring users to access multiple systems such as SAP ERP, document management, websites, and MS Office. It was identified that robotic process automation (RPA) could help automate the end to end process to realize cost savings whilst also reducing average handle times and error rates. Overall, these improvements would also improve the end customer experience.
Solution
The client engaged iSparq to train an internal team to deliver RPA solutions with ongoing mentoring for a further six-month period. This internal team had accountability for automating the billing processes to ensure a sustainable long-term robotics solution could be maintained. The automation platform proved very effective in automating end-to-end business processes and integrating with different systems. The project solution exceeded the client's expectations with its ease of deployment, rich command library, and short learning curve. A particular strength of the technology was the ability to rapidly deploy new processes, in weeks rather than months.
Benefits
- Realize $650,000 annual benefits in the first year
- Automating 80% of selected processes
- Reduce error rates to less than 5%
- Reduce average handling time by 20%.