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      22 May 2025 TCS to Steer Cloud Migration Program for Finnish Telecom Leader DNA in a Five-Year Partnership
      15 May 2025 TCS Recognized as One of the World’s Top 50 Brands by Kantar BrandZ; Brand Value Soars 28% YoY to $57.3Bn
      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
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      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
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      16 May 2025 TCS Recognized as a Leader in Custom Application Development Services by Everest Group
      16 May 2025 TCS Named a Leader in Application Management Services by Everest Group
      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      View all
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    TCS Worldwide
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    • Energy, Resources, and Utilities
    • Case Study

    Better customer care with RPA

    4 MINS READ
    Share Implementing Robotic Process Automation Solution for Consistent CX
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    Industry

    Energy, Resources & Utilities This will open an overlay

    Rebalance the energy equation

    We work with energy, resources, and utility businesses to create a smart and sustainable future.
    Learn More
     about Rebalance the energy equation
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    Highlights

    • ENMAX Energy wanted to automate numerous repetitive tasks to improve productivity and deliver a consistent customer experience. 
    • TCS leveraged its automation expertise to implement an RPA solution that reduced manual processing and ensured faster turnaround time.
    • TCS’ solution helped ENMAX Energy realize faster RoI and improve efficacy and customer satisfaction.

    In this article

    Overview inpage
    Challenge inpage
    Solution inpage
    Business Benefits inpage
    What made it happen inpage
    Overview inpage
    Challenge inpage
    Solution inpage
    Business Benefits inpage
    What made it happen inpage
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    In this articleinpage
    Go to top
    Overview Challenge Solution Business Benefits What made it happen

    Overview

    ENMAX Energy wanted to automate numerous repetitive tasks to improve productivity and deliver a consistent customer experience. 

    The company decided to leverage robotic process automation (RPA) to reduce repetitive tasks so that its support team could focus on creating better customer connections.

    Challenge

    Numerous repetitive tasks were hampering productivity and consistent customer experience.

    ENMAX Energy, a Calgary, Canada-based electricity, natural gas, and services retailer, wanted a sustainable back-office operating model to improve exception handling, reduce manual efforts, and speed up meter read-to-invoicing. Given its growing customer base and increasing customer care requirements, ENMAX Energy needed a sure-fire way to automate daily activities and ensure faster turnaround.

    Solution

    TCS’ automation expertise powers ENMAX Energy’s customer support automation vision.

    At the very outset, TCS decided to use a lean-enabled automation analysis framework to create an RPA tool unique to ENMAX Energy’s needs. With the blueprint in hand, a business case was outlined to quantify the cost, savings, and return on investment of adopting the said strategy. The software and RPA tools needed for comprehensive back-end automation were evaluated. 

    The RPA solution was built using UiPath and can read complex files, SAP industry solution for utilities (IS-U and CRM) inbox items, and business process exceptions. It can easily integrate with other applications, such as Genesys, intelligent work distribution, SAP, data quality management, and SnapLogic. 

    TCS helped ENMAX Energy’s back-end operations by leveraging: 

    • Complex business logic to reduce manual processing 
    • A market-ready solution with built-in flexibility and scalability hosted on Microsoft Azure 
    • Enterprise-grade design principles across bot configuration, deployment, operations, monitoring, and governance 
    • Data-driven self-operable analytics engine

    Business benefits

    Strategic RPA implementation enhances ENMAX Energy’s efficacy and customer satisfaction.

    Successful automation of back-office queues helped ENMAX Energy realize faster RoI, annualized effort savings, reduced manual errors, improved customer onboarding, and improved data quality management.

    Key benefits include:

    • 9000 hours of effort savings
    • 60% reduction in manual efforts
    Swipe Left
    Swipe Right

    Our partnership with TCS on this project was instrumental in our success to deliver on improved back office processing time, resulting in a positive impact for our customer and employee experience.

    CORRY POOLE

    Vice president, Retail Mass Market and Customer Experience, ENMAX Energy

    what made this happen

    Imag-Web

    Read how TCS’ solution leverages an AI/ML framework and acquires real-time energy data to help enterprises reduce energy consumption and become sustainable.

    Click here

    AdobeStock_226337409

    As businesses prioritize green products, TCS’ solution helps them achieve supplier sustainability, ESG and SDG priorities, efficient carbon management, and a circular economy.

    Click here

    machine-vision-platform-utilities-automation-asset-inspection-Web-3840x1512

    TCS’ Machine Vision platform addresses the need for utilities’ automation and standardized asset inspection and utilities vegetation management to cut costs.

    Click here

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