Case Study: US-based electric utility achieves 86% reduction in exception handling time with EdgeVerve’s AssistEdge RPA

How a US based utility company improved their customer care with AssistEdge RPA

The US Based Utility Company, a leading electric utility serving more than 1.2 million retail and residential customers, was struggling with overworked customer care systems and a large daily backlog of tasks generated by its customer care and billing system. Closing those tasks and handling billing exceptions was slow and manual, causing an average turnaround time of 11.5 days and significant operational strain.

EdgeVerve deployed AssistEdge RPA to automatically close the daily task list and generate bills from meter reads in the company’s Oracle Customer Care and Billing system. The solution automated management of 20,000 tasks per month, cut average turnaround from 11.5 to 1.5 days, reduced exception handling time by 86%, used 2 AssistEdge bots to avoid hiring 15 FTEs, and added temporary bots to clear month‑end volume spikes, delivering measurable cost avoidance and revenue assurance.