Abstract
A prominent utility company in the United States faced growing challenges with manual and repetitive business processes. These inefficiencies hindered productivity, added significant costs, and diverted employees from focusing on high-value tasks. Seeking to improve operations, the company partnered with RPATech to implement Microsoft Power Platform, leading to significant savings and productivity gains.
The Problem
The company struggled with several labor-intensive, manual processes across departments that were prone to errors and delays. These processes, though necessary, involved repetitive tasks that consumed considerable employee time and resources. For example, routine helpdesk support, report generation, and data processing were all time-consuming activities that were impacting efficiency and increasing operational costs.
Management recognized that continued reliance on manual workflows could no longer support the company’s growth goals. However, the company lacked the internal resources to address these inefficiencies on their own, and they realized that a more scalable and sustainable solution was needed. The organization decided to explore automation, but to do so effectively, they needed external expertise to guide and support the process.
The Solution
To tackle these challenges, the company partnered with RPATech and adopted Microsoft Power Platform to automate key business processes. With the help RPATech, they developed over 2,000 custom applications and 4,200 automated workflows tailored to their specific needs. These solutions addressed a range of internal inefficiencies, from automating routine administrative tasks to simplifying complex data-handling processes.
One of the major successes was the creation of more than 315 automated solutions that collectively saved the company 527,000 hours annually. This saved time allowed employees to redirect their focus from repetitive work to strategic, high-impact activities. The overall result was an estimated annual savings of $75 million, achieved through reduced labour costs and more efficient operations.
The company did not simply adopt a generic off-the-shelf solution; the automation was designed to meet their unique needs, integrating with existing systems and improving workflows that had been a drain on resources. With Microsoft Power Platform, the company was able to streamline operations and make real-time adjustments to improve performance.
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Business Outcomes
The implementation of Microsoft Power Platform had transformative results for the company:
- Annual Cost Savings: By automating routine tasks, such as helpdesk support, the company saved approximately $1.1 million each year. A chatbot was introduced to handle simple customer service queries, significantly reducing the workload on human agents and improving response times.
- Significant Time Savings: With the automation of over 2,000 workflows, the company saved 527,000 hours annually. This reduction in manual labour freed up employees to focus on more complex and value-added activities, such as innovation and problem-solving.
- Enhanced Productivity: The shift to automated processes improved overall productivity and enabled the company to scale its operations efficiently. Employees were now able to spend more time on strategic goals, enhancing their job satisfaction and contributing more effectively to business outcomes.
- Scalability and Future Readiness: The Power Platform solution was not just a quick fix; it laid the foundation for continuous improvement. The company now had a flexible platform that could evolve with its business needs, allowing it to scale operations and adapt to changes without significant reinvestment in infrastructure.
