Shulou(Shulou.com)06/03 Report--

A large energy company that mainly provides electricity and other energy services to businesses and households across North America.

In recent years, great changes have taken place in the foreign energy industry. Monopolies are gradually broken, new market entrants continue to emerge, and alternative energy sources such as solar and wind energy have become a trend. Consumers (customers) have a correspondingly greater choice. In order to maintain a strong market position, existing suppliers are under pressure to improve service quality.

After analyzing the current situation, the company chose to apply RPA (Robot process Automation) to automatically process received customer requests to help call center staff shorten the time it takes to respond to customers.

Pain point

Each year, the energy company responds to about 1.5 million customer requests, but the vast majority of those requests are related to a few topics and are repetitive.

Typically, most customers submit these requests using simple Web forms.

"in the past, call center staff processed these requests, opening Web forms and updating our traditional billing system. The whole process is manual, and given the influx of customer requests, workloads quickly pile up. Getting employees to complete each request in a timely and good manner will be a challenge. So we have to start looking for a more effective way to respond to these routine queries."

Scheme

The big energy company decided to use RPA to automate the process of direct customer inquiries.

"in the past few years, we have acquired several smaller energy suppliers and currently operate a series of traditional billing systems because we have not merged. RPA can work with our traditional system without making any changes to the system."

"We have deployed a large number of very simple RPA robots in the company. These robots are easier to train and maintain. Because the deployed robots are not very complex, we have reduced deployment time by 60 to 70 per cent."

Effect.

● 7 × 24 hours non-stop

Today, the big energy company uses RPA robots to handle daily customer inquiries seven days a week.

"our call center staff welcome RPA very much because the solution greatly reduces their workload and reduces the need for overtime."

● releases human resources

"processing 75 per cent of Web forms without human intervention makes our employees happier because they can focus on more productive tasks. RPA also helps us reduce our dependence on contractors and temporary employees and ease the pressure on human resources."

● improves productivity

Previously, it took an average of three working days for the company's call center staff to respond to customer inquiries.

"about 60 per cent of customers call us when filling out a given Web form, either because they do not confirm that their request is being processed, or because they have questions or questions. As a result, we handled a large number of repeated requests, and the team ended up processing the same requests in parallel, which further hampered efficiency. Today, RPA robots typically complete requests and respond to customers within an hour, resulting in increased efficiency, reduced employee workload and a better customer experience. "

● improves customer satisfaction

RPA provides the large energy company with comprehensive and reliable indicators of its processes to help the team understand why some deals succeed while others fail, as well as customer reactions to certain processes. Companies use these suggestions to fine-tune the customer experience.

"RPA Robot will find that many customers have entered their accounts incorrectly, so it has introduced a rule-based format into its Web forms to improve data quality and avoid downstream problems. More importantly, when the RPA robot continues to work, customers will receive a reply even if they submit a query outside the call center opening hours."

At present, the large energy company is using RPA to improve other businesses. For example

● in the financial field, the company has developed a series of RPA robots to create day-end, month-end and year-end financial reports and to verify all relevant documents in the financial management system.

In terms of human resources, ● uses RPA to facilitate the entry of new employees to simplify the process.

In terms of IT services, ● uses RPA robots to check whether the company's servers are running well.

"RPA has become a game changer in our business, enabling us to provide better service to our customers, gain a huge competitive advantage, and help us expand our market share." A spokesman for the company concluded.

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