Blue Prism - Delivering Proven Solutions for Energy Companies

“We are already seeing a number of benefits since project completion and have fully realised our objective of moving employees away from manual, repetitive tasks into customer facing roles. We’re now in a stronger position to provide our customers with the best possible levels of customer service,” Dave Ford, Head of Transformation, RWE npower.

Retail energy companies are under significant competitive, regulatory and operational pressure.  It is easier than ever for customers to switch supplier.  Energy price volatility is a continual challenge.  Energy companies are currently having to cope with persistent price rises tied to global wholesale markets for oil and gas which is testing margins.  Alongside these market pressures, the ever present demands of regulation and compliance continue to create operational challenges.

Energy companies are responding to these challenges by re-evaluating the efficiency and profitability of their current activities, especially in customer service front and back office operations. Maintaining customer loyalty and attracting new customers has become a very significant challenge.

Switching for example, whilst a simple process for the consumer, can be unduly complex for the suppliers involved, especially the one acquiring the customer.  Many other customer service processes in the front and back office are equally complex and just one mistake can lead to wiping out the entire margin for a customer account.  Blue Prism's Operational Agility Software suite can help streamline, automate and improve these processes by linking people and systems seamlessly and effortlessly to manage changing business goals.

Regulatory compliance can seem like one more barrier to delivering customer service excellence.  But, in an operational and customer service context, often the problems are much simpler and relate to poor quality of data combined with poorly integrated systems. Blue Prism can support energy companies in delivering an operational agility capability, automating process flows, extending and flexing existing applications, providing a platform to manage and react to everyday change - we call it integration at the speed of business.

Blue Prism has built up a considerable depth of knowledge and experience working with leading energy companies over several years, delivering proven solutions that help customer service operations connect people, processes and systems in a new agile way without the need for coding or large scale systems integration.

Blue Prism - delivering proven results - fast

Blue Prism has developed a range of capabilities that enables improvements in organisational efficiency but most importantly improve the customer experience. For example:

• Reducing the agent time spent on systems interaction whilst increasing the time talking to a customer
• Delivering consistent customer experiences through process adherence, standardisation & automated information retrieval
• Improving data accuracy
• Reducing average call handling times
• Increasing accuracy and compliance
• Automating complex back office processes

We are experts in customer service process review and optimisation, so we can guarantee:

• Improved cost effectiveness of core processes in the front and back office
• The enabling of multi channel service strategies
• Call centre and back office processes that help you focus on the customer experience
• A route to operational excellence
• Fast and easy "on-demand" deployment
• Supported by an extensive range of professional services

Our extensive experience, combined with an innovative approach to working with clients, has resulted in a proven track record of success. Using our Operational Agility Software, you can automate many processes rapidly. Blue Prism's industry benchmarked process templates include:

• Budget scheme refunds
• Tariff renewal and changes

To find out more about our full range of templates, please contact us.

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