How a Canadian utility leveraged automation to improve the customer experience

By Ruchi Solanki, Research Analyst –

Register for Chartwell’s upcoming webinar to learn how Hydro One employed robotic automation to streamline operations and improve the  customer experience.

In April 2016, Hydro One began leveraging Robotics Process Automation (RPA) within its Customer Care Operations division with the goal of reducing costs while enhancing the customer experience.

Using Six Sigma methodology and an agile approach, the utility successfully reengineered back-end as well as customer-facing processes through automation. Since the implementation of RPA, the utility’s efforts have resulted in significant improvements for Hydro One’s Customer Care division, according to the utility’s Customer Service Robotics team.

The project required the Customer Care Operations division to study functions that could benefit from automation including front office, back office, collections and billing departments. The utility’s efforts in RPA enabled the utility to increase its collection process capacity by 75% and reduce process cycle time by 90%. The utility also found a significant turnaround for the customer service organization, including reduced overtime costs and meeting or exceeding service levels every month.

Hydro One won Chartwell’s 2018 Gold Contact Center Award for its efforts. To learn more about Hydro One’s efforts, make sure to register for Chartwell’s webinar on Wednesday, Jan. 30 at 2 p.m. Eastern.

Join Ryan Harris, Hydro One’s Customer Care Manager, in discussing how the utility implemented RPA, using methodologies like Six Sigma and agile methodology to streamline processes, improve call handling and bolster customer interactions.

Remember, with Chartwell Premier membership you have access to research, a network of industry peers, topical webinars and analyst support. If you are interested in learning more about how to optimize your utility’s communication strategies and problem solve with other leading utilities, join Chartwell’s Customer Experience Leadership Council by emailing Tim Herrick at