Case Study: Large Energy Company achieves 75% automated form processing and 1-hour customer response times with Tungsten Automation (Kofax RPA)

A Large Energy Company Powers Game-Changing Improvement in Customer Service with Kofax RPA

A large North American energy provider that handles about 1.5 million customer requests a year—many simple web-form enquiries—faced delays and duplicated work because agents manually updated a mix of legacy billing systems inherited through acquisitions. The company needed a faster, more reliable way to process routine moves, sign-ups and terminations to improve service quality and reduce call-center backlogs.

They deployed Kofax RPA, with a working prototype built in three days and a throughput-based licensing model that enabled many simple, fast-to-build robots. Today robots process 75% of web forms automatically and run 24/7, cutting average response times from three business days to about an hour, reducing overtime and contractor use, and delivering reliable process metrics that improve onboarding, customer experience and other back-office processes.