Customer Details

Customer
Leading Spanish Energy Company (Electricity and Gas, Europe and Latin America)
Country
Spain
Industry
Energy and Utilities

Implementation Partner

Partner
Abai Business Solutions
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How a Leading Energy Giant Cut Call Centre Handle Time by 50% by Connecting RPA With Digital Workflows

A leading Spanish energy company operating across Europe and Latin America was managing two high-volume processes in its call centre, duplicate invoice requests and bank account changes, through fully manual workflows. Average handle time was high, training was slow, and employee productivity was constrained by repetitive tasks.

Joget’s partner, ABAI Group integrated Joget with UiPath to create a Social Robotics System that automated both processes end-to-end. Agents can now complete multiple requests in a single call, robots handle the backend processing, and CRM traceability is built into every step. Average handle time and hold times dropped by more than 50%.

Challenges CHALLENGES

Repetitive Tasks, High Handle Times

  • Management of business processes in the call center took up a lot of time but added no value to the customer.

  • Low customer satisfaction due to poor quality of customer service and inefficient workflow.

  • Inability to constantly monitor and keep track of business processes.

  • Employees spent a tremendous amount of time handling repetitive workflows.

  • Labor-intensive administration of operational activities, resulting in low productivity and inefficient use of company resources.

"An agent can now complete multiple processes in a single call, with robots handling the backend processing and average handle times and hold times reduced by more than 50%."

Solutions SOLUTIONS

Joget and UiPath Integration

A Social Robotics System was built on the Joget platform to automate the process of duplicate invoice requests and orchestrate the request process for changing bank account information.

With the integration of Joget and UiPath, the customer has successfully improved its team productivity by allowing them to focus on solving the most value-added processes. This has enabled them to effectively streamline their operational activities and eliminate unnecessary human labor.

Results RESULTS

50% Faster Handle Times

100%

Simplified workflows, shorter training time

> 50%

Reduction in AHT and hold times

200%

Happier customers

Process redesign with Joget forms added value to the fundamental procedures that an agent must carry out.

Resource allocation and distribution became more seamless as both agents and robots could manage management priorities.

Simplified application processes with shorter training time through management specialization in the tasks carried out by agents.

Average handle time (AHT) and hold times were significantly reduced by more than 50%, which highly improved the quality of customer service.

Resource efficiency was optimized, and service output was improved through complete traceability using Joget forms and data extraction with the customer's CRM.

An agent could now complete multiple processes in a single call, generating as many requirements as necessary, which could then be quickly and easily sent to the robot through Joget.

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