Consumers Energy Leverages Automation for More Efficient Billing Processes
Consumers Energy’s Customer Billing team launched a series of automated programs and bots to dramatically improve its billing processes. The operational efficiencies achieved reduced complexities, eliminated manual steps, saved labor costs, and improved the customer experience. The streamlined and automated processes reduced the number of full-time employees needed for manual billing from four to two, enabling the team to dedicate time to other work.
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