npower Rises to Meet the COVID-19 Crisis Using Intelligent Automation

Energy Provider Quickly Leverages Intelligent Automation to Allow Employees to Work from Home

npower is one of the UK’s largest energy suppliers, serving more than 3.6 million residential and business customers. In 2020, npower was already operating under the dual pressures of a highly competitive marketplace combined with a parent company demanding increased efficiency. Then COVID-19 hit. Like most organizations, this forced npower to send its workers home; a situation that was unexpected. How did they adapt at pace? npower turned to intelligent automation.

Challenge

npower needed to adapt to a set of crippling business constraints it could not have anticipated due to COVID-19. One of the most pressing was how to quickly get its staff working from home. npower had hundreds of staff, each using their own technology. The company had neither the time nor resources to rapidly provide laptops to all of them. npower needed to quickly develop a new process that would allow its staff to securely access npower servers remotely using their own devices.

Solution

Senior npower staff needed a way to rapidly deploy a new process that allowed its staff to access its servers remotely. And because security was paramount, it had to work the first time and be error free. Leaning on its extensive experience, npower’s automation team created and deployed an RSA security token system, powered by Blue Prism intelligent automation, which had staff up and running in just two weeks. This meant npower experienced little downtime and could again quickly respond to and support its customers during this incredibly difficult time.