Our Client, a UK utilities company, had consistently been ranked at the bottom of an industry wide customer service league. The underlying cause of was the time constraints on customer agents and poor data quality at a time where regulators were focusing on customer experience in the industry.
The client wanted to repurpose their existing agents to deliver a better service without increasing cost, while also ensuring data integrity.
The client wanted to deploy RPA as a scalable and cost effective way of ensuring data quality, speeding up processes and freeing human resources to provide an ‘added value’ service where required.
A Typhoon Programme Manager was installed to lead the planning, mobilisation and delivery of the programme from inception to go-live.
Process analysis and re-design were used to streamline and optimise the processes, while ensuring RPA could be utilised effectively.
Typhoon conducted detailed RPA functional and business requirements planning, which included managing additional third parties.
Assisted with the development of a ‘digital factory’ to facilitate the transition of further processes to RPA.
Delivered scalable end-to-end RPA for two processes, ensuring a consistent and quality service with a reduced reliance on outsourcing.
Identified an additional 8-10 processes for RPA following initial successful implementation.
Delivered projected savings of £2.8m over 3 years for the 2 processes.