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Energy and Utilities

The role of automation in modern utilities BPO services

Several areas of the global industry have been improved by automation in some form or other. In the same vein, automation is rapidly transforming the utilities sector, which is one of the most asset-intensive enterprises. Utilities face several critical uphill tasks, including improving customer retention, cross-selling in existing markets, and seizing opportunities in emerging markets.

An effective solution has become ubiquitous – Business Process Outsourcing (BPO). Outsourcing non-core activities like IT, finance and accounting, customer service, and supply chain management can help maintain reliable service with a flexible cost structure.

Automation in utilities BPO services is emerging as a critical enabler, transforming how utilities companies manage their operations and respond to the mounting challenges of the industry. This blog explores the pivotal role of automation in modern utilities BPO services, focusing on its impact on efficiency, workforce challenges, and overall business processes.


The automation imperative

The utilities sector faces another challenge: by 2030, up to 50% of the current workforce is expected to retire, potentially leaving a significant skills gap. Simultaneously, the utilities sector also needs to address other issues like:

  • A complex structure
  • Multiple business units
  • Extremely decentralised operations
  • Lack of availability of skilled manpower
  • High General and Administrative (G&A) costs

This demographic shift, coupled with the need for enhanced efficiency and cost reduction, has paved the way for BPO models to innovate and deliver comprehensive solutions.

Utilities business process outsourcing automation offers a powerful solution to these challenges. By leveraging contemporary technologies, the utilities industry can streamline operations, improve accuracy, and deliver superior customer experiences.


Transforming core processes

As automation continues to evolve, its role in utilities business processes is also becoming more integral. The ongoing advancements in AI and machine learning are expected to enhance the capabilities of utilities BPO services further. Here are some operations that automation promisingly handles:

Meter reading and billing: Smart meters and automated meter reading systems are eliminating manual processes, reducing errors, and providing real-time consumption data.

Customer service: AI-powered chatbots and virtual assistants are handling routine enquiries, freeing up human agents to focus on complex issues and improving response times.

Asset management: The adoption of advanced automation technologies, such as LwM2M (Lightweight Machine-to-Machine) protocols, is transforming how utilities monitor and manage their assets and infrastructure​.

Predictive grid management: Advanced analytics can optimise grid performance by predicting outages and allowing enough time to address them.

Planning and decision-making: Automated utilities business processes enable real-time data collection and analysis, providing utilities with actionable insights that can be used to improve decision-making and resource allocation.


Benefits of utilities business process automation outsourcing

Optimise  operations in the oil and gas industry

Optimise operations in the oil and gas industry

The integration of automation into utilities business process outsourcing offers a multitude of benefits that extend beyond simple efficiency gains.


Operational efficiency and accuracy

Utilities business process outsourcing automation streamlines repetitive tasks, such as billing, customer service management, and data entry, which traditionally consumed considerable time and resources. By automating these processes, utilities companies can reduce the likelihood of human error, ensuring that operations are precise and consistent.


Cost reduction

Automation reduces the dependency on manual labour, which in turn lowers operational costs. These savings can be redirected towards innovation and other value-added activities, enhancing the overall competitiveness.


Scalability and flexibility

As the demand for services fluctuates, automated systems can be easily adjusted to handle varying workloads without the need for additional human resources. This scalability ensures that utilities can maintain service levels even during peak demand periods, thereby enhancing customer satisfaction.

The flexibility provided by BPO and automation allows utilities companies to adapt quickly to regulatory changes or market shifts, ensuring they remain compliant and competitive.


Enhanced data management and insights

Automation in utilities business processes facilitates more effective data management by automating data collection, processing, and analysis. This not only improves the accuracy and promptness of data but also allows utilities companies to derive actionable insights that can inform decision-making. By leveraging real-time data analytics, utilities companies can optimise resource allocation, improve maintenance schedules, and enhance overall service delivery.


Improved customer experience

Customer service is a key differentiator in the utilities sector, and automation plays a pivotal role in enhancing the customer experience. Automated customer support systems, such as chatbots and AI-driven service platforms, provide customers with faster and more accurate responses to their queries. This improves customer satisfaction and loyalty, which are essential for long-term success in a highly competitive market.

Automated utilities business processes offer substantial benefits that can drive operational excellence, cost efficiency, and customer satisfaction. By embracing automation, utilities can not only meet the challenges of today but also position themselves for future success.


How can Infosys BPM help enhance utilities BPO with automation?

Infosys BPM offers tailored automation solutions for the energy and utilities sector. Our expertise empowers utilities business processes with advanced automation and analytics solutions, streamlining complex business processes, optimising resource management, and enhancing customer engagement.


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