Australian energy retailer enhances revenue assurance with Infoveave’s unified data platform

A leading Australian energy retailer, servicing over 700,000 accounts nationwide, was dedicated to enhancing its revenue assurance processes. Ensuring accurate revenue capture is critical in the utility industry to maintain financial health and customer trust. The company sought to understand and optimize the factors impacting its revenue stream across its customer base, including households and small businesses.

To address these challenges, Infoveave implemented a comprehensive solution using its Unified Data Platform. The platform ingested over two years of operational and billing data and created a comprehensive data dictionary to map billing metrics to the underlying data across more than 100 tables.

Automations were set up to ingest and analyze billing data and customer accounts. Targets and thresholds were configured for alerts for discrepancies such as daily withdrawn invoices and unbilled accounts.

Real-time monitoring and reporting were provided through live interactive dashboards and custom reports, with alerts set to notify stakeholders of any threshold breaches, ensuring prompt action.

Infoveave also developed an RPA bot to manage occupant accounts efficiently. The bot extracted data from the CRM, identified accounts without a named account holder, and sent Letters of Intent (LOI) to these addresses.

If no response was received, the bot proceeded to send Disconnection Occupant Letters (DOL) and finally Disconnection Service Orders (DSO) for accounts that remained unresponsive. Automation enabled continuous monitoring, reduced errors, and ensured accurate billing and revenue capture. Standardizing data formats for collection, evaluation, and sharing made the data structured, meaningful, and relevant.

Real-time dashboards allowed call center agents to respond promptly to customer queries regarding billing and discounts. Automation and real-time monitoring reduced inbound calls and queries, lowering support charges and improving overall cost-efficiency.

Using RPA effectively reduced manual effort and time spent on verifying occupant accounts, ensuring timely and accurate completion of tasks, reducing operational costs, and enhancing customer retention.

By deploying Infoveave’s Unified Data Platform and automation capabilities, this Australian energy retailer eliminated revenue leakage at scale. The RPA bot fully automated the occupant account verification workflow — from Letters of Intent through to Disconnection Service Orders — while real-time dashboards gave operations and call centre teams instant visibility. The outcome: approximately $1.2 million saved, 36.5K unoccupied accounts disconnected, 50K accounts rectified with accurate information, and 160K letters dispatched automatically, all with full AEMO compliance maintained.