Differentiate with customer experience
To remain competitive and meet stringent regulations and compliance standards, utility providers must find ways to improve customer satisfaction, while lowering operating costs.
Age of disruption for utility providers: New competition, technology and resources
Utility providers are facing an era of disruption, marked by fierce competition, stricter regulations, environmental sustainability, and an aging infrastructure and workforce. And irresistible forces are on the move, including demand for cheaper and cleaner renewable energy. As a result, keeping the lights on is no walk in the park.
New players are winning over customers from traditional energy and utility companies, especially as they struggle to cope with legacy assets and a rapidly evolving compliance environment. The answer? Reduce the cost of doing business and improve the quality of services delivered to customers.
What is Driving Change for Energy and Utility Companies?
Where Does Blue Prism Fit In?
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Transform customer experience
Customer expectations have changed dramatically in the last few years and new competitors and stricter regulations have greatly increased the need to improve customer experience. Customers want access online, and to digital channels, proactive personalized service, and self-service. But these elements must be delivered by organizations that are also dealing with legacy infrastructures, traditional ways of thinking, outmoded working practices and cultural inertia. Here’s how intelligent automation can help:
Contact center transformation
Intelligent automation in the contact center improves CSAT scores while increasing employee retention and providing a competitive advantage by reducing operating costs and greatly improving digital customer experience.
Outbound customer service
Digital workers provide consistent customer contact, from payment reminders to personalized offers to rate change notifications and plan and tariff notices.
Customer account and complaints management
Streamline account activation and deactivation activities and update customer records across multiple systems. Automate outreach to ensure customers are kept informed of progress regularly and maintain compliance standards.
Omni channel virtual agent
Extend the reach of customer conversations for speedier outcomes, reduced costs and award-winning moments. Quickly understand what your customers want and connect them with the expertise they need to get things done.
Help maintain critical assets across an expansive infrastructure estate
Digital asset management makes it possible to capture and analyze the data necessary to plan, build and operate assets on a near real-time basis. This can be achieved by automating much of the inspection and assessment of critical infrastructure to optimize economic return on assets.
Predictive asset management and maintenance
Maximize operational efficiencies and predict failure faster by building end-to-end AI/ML predictive maintenance models into business-as-usual systems. Predict faults in advance with higher accuracy, resulting in higher equipment uptime and lower operational cost.
Automate regular scheduling of maintenance and safety checks, as well as any rescheduling requirements based on reports from the field.
Asset record updates
Enable engineers to update records in the field and automatically sync with multiple back-office systems to ensure accuracy and consistency, and to maintain SLAs.
Proactive purchase orders
Check inventory levels against actual stock and automatically generate purchase orders to suppliers, speeding up the process and preventing delays.
Gather and aggregate vast datasets from IoT sensors and devices across the energy grid to enable predictive maintenance and forecasting.
Create frictionless billing and payment services
Customers expect accurate billing and easy ways to pay for services. Data from meter readings can cause challenges in creating a frictionless billing process, while enabling customers to pay seamlessly can mean costly integration of legacy and third-party applications. Intelligent automation can provide solutions to these major challenges.
Meter readings collation
Automate the collection of meter readings from multiple sources such as smart meters, customers, third-party meter readers and estimates.
Billing exception management
Meter readings come from multiple sources and can often be out of sync. Utilities can avoid providing erroneous bills and poor customer experience by automatically investigating exceptions. Intelligent automation can be used to check the most reliable meter-reading sources and apply corrections to the core billing system.
Exceptional consumption checks
Intelligent automation can check accounts that show excessive or negative consumption and correct the errors or request further information.
Mobile payment reconciliation
Integrate legacy billing systems with third-party mobile payment applications to enable customers to pay with ease. Digital workers take data from mobile payments and update the core billing system, reconciling payments without manual intervention.
Reduce the cost of collections
Minimizing overdue debt can help energy and utility providers remain robust during challenging times. Streamlining collections processes is essential in reducing bad debt, cutting associated costs and ultimately improving customer experience.
Collection visit updates
Collection agents submit updates on the stage and status of visits, whether debt collection has been successful or not. Digital workers take this information and update all appropriate systems, saving manual effort and eliminating re-keying errors.
Case file preparation
Intelligent automation is used to pull together customer information, such as searching credit record websites, prior to collection action proceeding. Automated validation saves manual effort upfront and reduces wasted agent time from unnecessary visits.
Reduce your organization’s compliance risk
Reacting to and complying with regulatory changes can be difficult. A digital workforce can improve response times to meet existing regulatory SLAs, help you respond to new regulations faster and help you understand the impact of the changes on operational costs.
Automate new regulatory processes from the start. Reduce the cost of training your human workforce and go straight to digital workers. Reduce the risk of human error and increase the speed of execution.
Ensure a full 100% audit trail and compliance by automating internal reviews to proactively identify potential compliance issues.
Digital workers can collect data and build reports to demonstrate regulatory performance and SLAs.
Automate the measurement of pre and post regulation impact on operational costs.
Drive performance through improved supplier management
Maintaining and managing complex supplier relationships is critical to an effective supply chain and efficient production. Intelligent automation enables utilities providers to oversee their supplier portfolio to optimize performance, be more cost effective and ensure regulatory requirements are met.
Digital workers pull together the data and documentation needed to set up approved and vetted suppliers accurately and efficiently.
Digital workers pull together the appropriate data to measure supplier performance against contractual service level agreements (SLAs), ensuring any issues can be highlighted early and actioned as necessary.
Create and update accurate and timely supplier contracts, and proactively alert suppliers when contract agreements are due for renewal to ensure enough time is available for renegotiation.
Contact center transformation calculator
Intelligent automation is delivering true business value and rapid ROI to contact centers throughout the world.
Customers expect better, faster, and more personalized service than ever before. With a 360° view of the customer available in seconds, agents are able to deliver a personalized experience that results in customer retention and revenue growth.
Ready to see how much impact automating your contact center could make?