Case Study: Stadtwerke Bonn achieves faster meter-to-cash processing and cost savings with Appian Process Mining

Stadtwerke Bonn Accelerates Process Improvements with Appian Process Mining

Stadtwerke Bonn, the municipal utility serving Bonn, sought to reduce operational costs and boost customer satisfaction while delivering “fair and climate‑friendly” energy. Its meter‑to‑cash (M2C) process—handling 367,000 meter readings from Jan 2020 to Apr 2021 across multiple channels—suffered from delays and manual rechecks (adding up to weeks), creating high effort and cost for relatively small error rates.

Using Appian Process Mining to visualize real process flows, Stadtwerke Bonn uncovered that roughly 75% of plausibility checks were unnecessary (27,448 cases could have cost 571 working days in a worst case) and adjusted plausibility limits, embedded process‑mining controls, and accelerated system changes via a unified data fabric. The improvements shortened plausibility checks and payments by seven days, sped resolution of ~2,300 cancellations by about two months, increased automation visibility and opportunities (RPA/IDP), reduced costs, and raised customer satisfaction—paving the way to apply process mining to other processes.

Stadtwerke Bonn