CASE STUDY — ENERGY
£25M
£25M of efficiency from putting the data in one place
£25M of efficiency from putting the data in one place
A global energy business had decisions spread across disconnected systems. An AI strategy centralised the data, automated decision management and took ticket resolution off people entirely.
- Industry
- Energy
- Business size
- Enterprise
- Marketing type
- Product
- Capability
- AI · Technology
Challenge
A global energy business was struggling to manage ticketing workflows and work through tasks. The number of requests during their transformation was rising rapidly across every team, and they did not have the capacity to match the velocity of tickets.
Solution
We recommended, designed and delivered a multi-part solution that got the transformation back on track.
We built the business case first, to establish where the task benefits and cost efficiencies would come from. It forecast £18M over two and a half years. The work delivered £25M.
Then an AI platform that generated insight, worked through the tickets and categorised them, taking one of three actions:
- Point the user to a self-serve option, where they could resolve the simpler tasks themselves.
- Hand them to the digital assistant, which would establish more detail and then make a recommendation.
- Pass complex, high-priority or unresolved tickets to a human operator.
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