Efficiently managing complex standard processes
While move-in and move-out processing is considered a standard process for energy providers, it is operationally demanding and, in some cases, business-critical. Particularly in the context of substitute or basic supply (EoG), workflows are regulated nationwide and require the correct supply scenario to be generated during processing. In addition, move-in cases regularly involve exceptions or clarification requirements, demanding precise and reliable process logic.
Another key challenge was the comprehensive analysis and documentation of existing processes to enable their exact technical translation into an RPA solution. Without detailed process assessment and modeling, a complete system mapping would not have been possible. At the same time, the new solution had to integrate seamlessly with the existing SAP ERP and SAP IS-U system landscape, which forms the backbone of customer data management.
Structured RPA Pilot Project – From Process Analysis to Go-Live in Just 10 Weeks
Together with Natuvion Digital, Stadtwerk Tauberfranken launched a structured RPA pilot project. The project approach followed a clearly defined five-phase model. It began with a comprehensive assessment and documentation of existing processes. Based on this, a detailed process model was developed to serve as the foundation for technical implementation. The robotic software was then developed, modeled, extensively tested, and ultimately transitioned into productive operation.
A key success factor was the close collaboration between the business departments, the utility’s IT team, and the automation experts at Natuvion Digital. The RPA solution was developed using Blue Prism and required the automation of 322 process steps for move-in processing, as well as an additional 68 steps for document printing. Thanks to the structured approach, all defined processes were successfully automated within just ten weeks. Since then, the digital software robot has complemented the existing SAP system and fully executes the defined processes.
Digital Efficiency at the Push of a Button – 100 % Automation with Measurable Impact
With the introduction of the RPA solution, an automation rate of 100% was achieved. Approximately 2,900 cases per year in move-in processing and document printing are now handled entirely automatically. As a result, manual effort has been fully eliminated, leading — depending on the process — to annual time savings of approximately 170 to 280 hours.
The impact is tangible both internally and externally: employees are relieved of repetitive tasks and can focus on higher-value activities. At the same time, customers benefit from faster processing times and improved process quality. Building on the success of the pilot project, Stadtwerk Tauberfranken is already planning the further automation of adjacent processes, including modifications to move-in documents, the creation of welcome letters, and meter reading capture. In this way, digital process optimization is being consistently advanced and strategically expanded.
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