Complex routine processes in the energy market
The registration and deregistration of energy connections, as well as supplier switching processes, are among the most common customer service activities for energy providers. Although these are standardized procedures, they still require substantial operational effort in practice. In particular, the high transaction volume and the coordination required between various market participants regularly create clarification cases that demand additional manual processing.
To enable automation of these processes, a detailed understanding of all workflows was required as a first step. Every process step, decision logic, and exception scenario had to be fully analyzed and documented. Only on this basis could the workflows subsequently be modeled within the RPA software. Natuvion Digital therefore worked closely with the business departments of Energie SaarLorLux to conduct a detailed analysis of every individual step involved in move-ins, move-outs, supplier switches, and clarification case handling.
RPA implementation based on a proven delivery model
Based on the process analysis, Natuvion Digital developed an automated solution for handling the relevant customer service processes. The implementation followed Natuvion Digital’s proven delivery methodology – from the technical setup of the infrastructure and the learning phase of the robotic software through to successful go-live.
The existing system landscape at Energie SaarLorLux, consisting of SAP ERP and SAP IS-U for managing technical and commercial customer data, was enhanced with robotic automation capabilities. The solution was implemented within less than three months. During this period, the software learned all required process steps for the automated workflows within the test environment. This was followed by deployment into a controlled production environment, where the correct execution of the processes was validated before transitioning into fully automated live operations.
High degree of automation and noticeable operational relief
Following the successful implementation of the RPA solution, very high levels of automation were achieved across the customer service processes. Today, the digital workforce handles the majority of recurring tasks related to move-ins, move-outs, and clarification case processing. Prior to productive use, the software had learned more than one thousand individual process steps within the test environment.
The result is an automation rate of approximately 95 % for the relevant processes. This significantly reduces the workload of employees while substantially accelerating the processing of customer requests. Customers benefit from faster response times, while the company can allocate its internal resources more efficiently. In addition, the positive experience gained from this pilot project has created a strong foundation for further automation initiatives within customer service operations.
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