Innogy

Profitable support for service center employees

Energy suppliers have many customers. Correspondingly, the volume of individual business processes can be large. Processes such as Customer Onboarding/Offboarding are well suited candidates for successful automation with RPA. Both the fully automated handling of business processes (unattendes RPA) and the cooperative variant (attended RPA) are used here. The latter especially in the service centers of the company.

Results

Process simplification, higher service quality, error reduction and significant performance increases – Innogy service centers benefit enormously from the use of bot-supported, interactive process automation. Robotic Desktop Automation (RDA) supports the employees in the service center in real time throughout the entire process of contact processing by automating sub.processes for the employee. All relevant data is extracted from the various systems and made available to the employee in a clearly structured manner. Robotic Desktop Automation fives recommendations for action exactly when the employee needs them: directly in customer contact . For example, when automatically calculating the appropriate tariff.

There are many fields of application: from the automatic search and calculation of the appropriate electricity tariff, to the synchronous transmission of changed contact data in several necessary system to tailor-made services.

Michael Freuwörth
T +49 711 62030 434
M +49 176 19632434
michael.freuwoerth@datagroup.de

»Despite our high expectations, we had completely underestimated the effect of Robotic Desktop Automation. Our expectations regarding process simplification and acceleration were by far exceeded.«

Andreas Claeßen, Service Owner RPA, Innogy