Improved Customer Experience Through Billing Process Automation with Redwood’s RunMyJobs

⇨ Utility companies face challenges in balancing critical operations like billing and customer satisfaction while pursuing business growth.

⇨ Digital transformation and workload automation are essential for utilities to improve operational efficiency, enhance customer service, and reduce costs while adapting to changing customer demands.

⇨ Real-world examples, such as Anglian Water and FortisBC, demonstrate how Redwood's automation solutions streamline processes, improve accuracy, and lead to better customer service outcomes.

From billing, meter-to-cash, compliance regulations to business growth and customer satisfaction, utility companies manage many such critical business operations. However, balancing such tasks with the added focus of business growth and success and ensuring a positive customer experience can often become challenging. Utilities often look to improve their meter-to-cash processes or upgrade their billing and payments systems to reduce errors, accelerate cash flow, reduce costs, and enhance customer service. However, optimizing these processes is often challenging.

Digital transformation is crucial for utility companies as it allows agility and innovation, and enables utility companies to evolve their business processes with changing customer demands and also achieve competitive differentiation. Implementing workload automation not only provides benefits like enhanced accuracy and productivity and cost reduction, but it can also enable utility organizations to achieve time-savings and maintain reliable operations.

RunMyJobs by Redwood Software, a workload automation platform, integrates and automates business processes, such as meter-to-cash, improving efficiency, response times, and reducing risks in financial operations. Redwood’s cloud-native automation platform is a comprehensive solution that enables utilities to streamline operations by creating a single process flow that reduces manual tasks, minimizes errors, and ensures accurate billing. RunMyJobs also allows utility companies to scale automation beyond meter-to-cash and across all operations and optimize business processes and enhance efficiency. The platform allows companies to integrate legacy operations and technologies including data, OS activity, and web API interactions to integrate with any system, application, and technology.

Case in Point: Anglican Water and FortisBC streamline billing and improve customer service with Redwood

Anglian Water, a United Kingdom water service provider faced the challenges of normalizing its overnight billing workload that spilled over twice a month and mitigating the resulting operational errors including high call center volume from unhappy customers.

Anglian Water partnered with RunMyJobs to address these challenges. Redwood used their cloud-based solution RunMyJobs to automate and streamline their processes while providing the visibility required for improved operations. Redwood dashboards offer real-time visibility into all business processes, sending alerts and notifications if any issues arise. The company was able to achieve consistent call center volumes and up-to-date billing information. A predictive SLA feature warns Anglian of potential errors before deadlines are missed, allowing problems to be addressed before they affect service. These improvements enabled Anglian Water to achieve the top ranking in a regional assessment of water service providers, earning a financial bonus for their performance.

FortisBC, Canada’s largest public utility company, delivering natural gas, electricity, and innovative energy solutions aimed to provide accurate bills to customers which required substantial improvements to customer service. This also included automating and updating SAP settings, processing payments, downloading meter readings, creating invoices and generating bills.

FortisBC partnered with Redwood end to end automation solution to deliver accurate bills each cycle and ensure positive customer service. Redwood Professional Services enabled the utility company to reconcile 65+ internal and external interfaces into a single enterprise solution, connecting and managing information flow end-to-end. The company also used FortisBC used Redwood’s hybrid process and data orchestration to integrate legacy applications, data, OS activity and web API interactions with all their systems in on-premises and cloud environments.