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.
Revenue assurance became a critical concern for the company. Occupant accounts, which lacked customer names, resulted in unbilled services and subsequent revenue leakage. Verifying occupant information was tedious and long, involving sending letters, conducting physical verifications, and following up through call centers. These manual verification processes were costly and time-consuming, impacting the continuity of supply and customer retention. Additionally, the company had to ensure compliance with AEMO guidelines while managing the notification and disconnection process.
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 Targets and thresholds were configured for alerts for discrepancies such as daily withdrawn invoices and unbilled accounts.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 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, reducing errors and ensuring 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.
The Australian
energy retailersuccessfully enhanced its revenue assurance processes by leveraging Infoveave’s
Unified Data Platform. The solution led to substantial savings of approximately $4.6 million, identified and disconnected 36.5K unoccupied accounts, rectified 50K accounts with proper information, and automated sending of 160K letters. This streamlined their operations, improved customer satisfaction, and ensured a more stable and profitable business model.