Digitisation of Leipziger Stadtwerke

RPA bots for the implementation of regulatory requirements

When the gas levy was passed in 2022, machine support was required: in order to adjust the progress payments for 13,000 gas contracts on time in the billing system of the Leipzig municipal utility, Arvato Systems built a Robotic Process Automation (RPA) infrastructure with UI Path, hosted in the cloud (RPAaaS). Several RPA bots were configured to take over the click path instead of employees. Within one day, the RPA bots could be prepared and testing could begin. The productive systems were available in a very short time, so that the tight time window did not pose a challenge.
 

AI to intensify the customer relationship

In another project, artificial intelligence (AI) was used to optimise the 360° customer view and the steps derived from it: In both the B2B and B2C customer segments, knowledge of business relationships is important, e.g. to determine customer value or the churn score (probability of switching). Master-child hierarchies such as group structures or company chains must therefore be regularly updated in the CRM system of Leipziger Stadtwerke, which involved a great deal of manual effort. Arvato Systems realised the projects, which cleaned, structured and transformed customer data (data preparation) on the basis of the data in SAP CRM and thus formed business customer cluster proposals.

In another project, AI was used to control market messages in the area of market communication. Within one working day, a bot was developed that functions as an ad-hoc assistant and thus saves the department several user days of processing. Thousands of data records can now be processed without any problems.

In addition, further cyclically operating bots were developed in connection with the gas price brake, for the processing of multiple terminations and contract cancellations and now save employees unpopular, undemanding, repetitive tasks.