Leveraging Automation for More Efficient Customer Service

Facing growing overtime pay and staff inefficiencies, Hydro One initiated a Robotics Process Automation (RPA) journey in April 2016 by introducing bots to customer service operations with the goal of not only reducing costs but also increasing capacity to enhance the overall customer experience and the company’s digital footprint. The project required looking at the complete customer service operations structure, including front office, back office, collections and billing, while seeking automation opportunities.

Throughout 2017 and 2018, the efforts resulted in 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 Gold Contact Center award in 2018 for its efforts.

Attend this webinar to learn how Hydro One implemented RPA in its true essence, using methodologies like Six Sigma to streamline processes, improve call handling and bolster customer interactions.


  • Ryan Harris – Customer Care Manager, Hydro One

With almost 20 years of experience in contact center outsourcing and contact center operations, Ryan currently has accountability for the Customer Contact Center business support and robotics automation teams. Ryan is a champion for the customer and a vocal advocate for excellent, intelligent, customer service.

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