Australian Utility Provider Boosts Billing Efficiency with a Unified Data Management Platform
An Australian utility provider faced significant revenue leakage from thousands of \u201coccupant accounts\u201d \u2014 properties with active supply connections but no registered account holder. Manual identification and resolution processes were slow, costly, and error-prone. Infoveave deployed an
RPA solution built on a unified data management platform, automating occupant verification, letter dispatch, and account correction workflows.
The initiative recovered USD 1.2 million in revenue, rectified 50,000+ accounts, and dispatched
160,000 letters automatically \u2014 eliminating the need for manual follow-up at scale.
$1.2M
Revenue recovered from unoccupied account identification
50,000+
Accounts updated with accurate occupant information
160K
Letters dispatched automatically through integrated workflows
The Challenge
An Australian utility provider was facing considerable operational and revenue risks due to accounts that lacked an associated customer name — known internally as “occupant accounts.” These arise when a property has an active supply connection but no registered account holder, often because new occupants move in without updating records. This creates billing ambiguity, revenue leakage, and the possibility of wrongful disconnections.
To reliably identify occupants and maintain service continuity, the utility provider relied on a labor-intensive protocol: sending letters, performing site visits, and making follow-up calls. These manual procedures were slow, error-prone, and costly — especially as the customer base expanded.
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Book a DemoThe Solution: Layering RPA Over a Unified Data Management Platform
To overcome the challenges, Infoveave deployed an RPA (Robotic Process Automation) solution that functioned on top of a Unified Data Management Platform architecture. This approach leveraged a Data Management Platform to consolidate data from CRM systems, address databases, usage logs, and customer correspondence.
Key steps in the solution:
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The RPA bot first queries the Unified Data Management layer to extract a list of accounts lacking a named customer.
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Through automated enrichment and cross-checking of external address registries and internal records, the bot identifies candidate homeowner addresses.
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The bot triggers an LOI (Letter of Intent) to these addresses via integrated communication modules fed from the data management system.
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If no response is received, the bot issues a DOL (Disconnection Occupant Letter) and ultimately a DSO (Disconnection Service Order).
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Responses (or lack thereof) feed back into the Unified data management layer, maintaining a continuously refined dataset and enabling accurate tracking of remediation progress.
By embedding the RPA flows within a Unified Data Management Platform, the utility provider ensured that all data sources remained synchronized, consistent, and auditable across the process.
Why This Approach Matters
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Reliability & Consistency: Because the Data Management Platform supports the RPA logic, data integrity is upheld and decisioning is based on a single version of truth.
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Scalability: As more accounts are added or usage patterns evolve, the unified data infrastructure allows the automation logic to scale without siloed bottlenecks.
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Traceability & Governance: Having unified data governance helps audit trails, compliance, and accountability when issuing disconnections.
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Faster Turnaround: The synergy between the RPA and the underlying unified data backbone reduces the time taken to resolve ownership or disconnect status per account.
Outcomes & Results
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The RPA bot — running within the context of the unified data environment — recovered approximately USD 1.2 million in revenue by identifying and disconnecting unoccupied accounts.
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Around 36,500 accounts were either reactivated or flagged as unoccupied and disconnected.
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50,000 accounts were rectified with accurate occupant information, improving customer relationships and accuracy.
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160,000 letters were automatically generated and dispatched through the integrated system’s communication pipelines on schedule.
To Summarize
This case study exemplifies the power of combining RPA with a Unified Data Management Platform. By centralising data and enabling unified data management, the utility provider turned a fragmented, manual challenge into a high-performing, automated billing resolution system — all while reducing risk, improving customer service, and protecting revenue.
Related success stories:
- Automated Billing Reconciliation for Energy Retailers
- How Infoveave Simplified Refund Reconciliation
- Revenue Assurance with a Unified Data Platform
About the Authors
Infoveave Product Team is a member of the Infoveave Product and Solutions Team — specialists in Unified data platforms, agentic BI, and enterprise analytics. Infoveave (by Noesys Software) helps organizations unify data, automate business processes, and act faster with AI-powered insights.
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Related Success Stories
- Australian Energy Retailer Enhances Revenue Assurance with Infoveave’s Unified Data Platform
- Automating Customer Billing Assistance for a Retail Energy Provider
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- Implementing Data Quality for Improved Compliance in the Utilities Sector
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