Lighting up the cash books, with automation
When a large electric utility in the US faced loss of revenue due to inefficient billing processes, Jordan Lester, Senior Manager, Billing & Revenue Protection, reached out to long-time transformation partner Infosys BPM for help. This case details how automation of billing exception handling and contingency reads delivered significant improvement in billing accuracy, revenue realization, and customer satisfaction.
Approach summary:
- Deep-dive discovery of billing exception processes
- Intelligent workflow automation for exception handling
- Automated capture of billing exceptions
- Bulk requests for ERP data through a single contingency read
- Automated meter reading capture and population into master systems
Key benefits:
Single CR for multiple billing exceptions 
Three-hour turnaround for bulk exception processing 
Significant efficiency improvement 
Enhanced billing accuracy 
Reduced revenue loss 
Improved customer satisfaction 
