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9000 +

hours of effort savings

60 %

reduction in manual effort


“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  
 


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 time. 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.


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 (ROI) 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 (IWD), SAP, data quality management (DQM), 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
     


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.
 

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