Case Study: FortisBC achieves accurate, on-time billing and improved customer experience with Redwood Software

Utility improves customer experience through billing process automation

FortisBC, Canada’s largest public utility serving more than 1.2 million customers across 135+ communities, needed to bring its Customer Relationship and Billing (CR&B) process back in‑house to two new contact centers. The goal was to ensure accurate, consistent billing and optimize the scheduling of complex meter‑to‑cash process chains and other critical jobs across the enterprise.

FortisBC implemented Redwood’s Business Process Automation to orchestrate legacy apps, SAP integrations, data flows and cloud/on‑prem systems, with Redwood Professional Services guiding the rollout. All systems were live on day one and the following morning FortisBC produced 50,000 accurate, on‑time bills; the automation delivered faster, more reliable billing, streamlined end‑to‑end data coordination, and eliminated missed billing deadlines.

FortisBC

Frans Luit

Manager Enterprise Applications, Fortis BC