Case Study: DEW21 achieves process automation and efficiency gains with UiPath

How DEW21 has extensively automated and optimized its processes

DEW21 (Dortmunder Energie- und Wasserversorgung GmbH) is a regional energy and utilities provider serving more than 600,000 residents and businesses around Dortmund. As part of its digital transformation, the company wanted to reduce manual, repetitive work in areas like market communication, billing, and case resolution while improving efficiency, transparency, and sustainability. UiPath’s automation platform, including RPA and process mining, was selected to support this initiative.

Working with UiPath and its IT partner rku.it, DEW21 built an automation program that now covers more than 60 repetitive processes, including a “Klara” case-resolution toolbox with around 50 subprocesses. The bots have already resolved over 300,000 cases and automate about 40% of name and supply-point verification tasks, with a target of 75% in the future. The result is thousands of hours saved, faster processing, less manual effort, and more time for employees to focus on complex customer cases.

Dortmunder Energie- und Wasserversorgung GmbH

Marvin Jahn

Innovation Manager in Corporate Development