Resolve Tech Solu­tions (RTS) recent­ly worked with a pre­mier domes­tic ener­gy and util­i­ty com­pa­ny to stream­line and auto­mate many of its work­flows.

Serv­ing mil­lions of cus­tomers across sev­er­al states, this domes­tic ener­gy deliv­ery com­pa­ny man­ages a vari­ety of oper­a­tions, includ­ing nat­ur­al gas and pow­er gen­er­a­tion. Giv­en the scope of its oper­a­tions, the util­i­ty pos­sess­es a work­force of thou­sands of employ­ees. How­ev­er, man­ag­ing such exten­sive finance and human resource oper­a­tions is a sig­nif­i­cant under­tak­ing, involv­ing many com­pli­cat­ed and time-con­sum­ing processes. 

A long­stand­ing and award-win­ning SAP ser­vices provider, and a val­ued part­ner to large-scale enter­pris­es and small-to-medi­um-sized busi­ness­es alike, RTS helps its cus­tomers trans­form their enter­prise busi­ness process­es with high-per­for­mance IT solutions. 

RTS deliv­ers inno­v­a­tive and effec­tive solu­tions and ser­vices that encom­pass ERP revi­tal­iza­tions, cloud tech­nol­o­gy, dig­i­tal meta­mor­pho­sis, cyber­se­cu­ri­ty, IT sup­port, and cut­ting-edge arti­fi­cial intel­li­gence (AI), machine learn­ing (ML), and robot­ic process automa­tion (RPA) services.

The Sit­u­a­tion

Tasked with man­ag­ing the pow­er needs of its sev­en mil­lion cus­tomers, this util­i­ty had iden­ti­fied the need to reduce over­head and resources through­out its orga­ni­za­tion. Par­tic­u­lar­ly, much of its work­force was spend­ing exces­sive time on man­u­al, labor-inten­sive tasks, such as repli­cat­ing spe­cif­ic data points across dif­fer­ent finan­cial reports. 

The orga­ni­za­tion sought to adopt a more peo­ple-focused approach through RPA. By reduc­ing the num­ber of hours employ­ees were spend­ing on these time-sen­si­tive tasks, the util­i­ty intend­ed to free up its work­force to focus on more impor­tant, big-pic­ture tasks. Anoth­er ben­e­fit of min­i­miz­ing man­u­al tasks through automa­tion was the oppor­tu­ni­ty to decrease the poten­tial for human error and inac­cu­rate reporting.

To boost effi­cien­cy, pro­duc­tiv­i­ty, and cost sav­ings, the util­i­ty com­pa­ny part­nered with RTS, both lever­ag­ing the firm’s automa­tion exper­tise and imple­ment­ing its RPA bots (also known as dig­i­tal work­ers) to auto­mate spe­cif­ic process­es across its orga­ni­za­tion. These bots oper­ate ²⁴⁄₇, automat­ing repet­i­tive and rule-based tasks, allow­ing employ­ees to focus on strate­gic, high-val­ue work. 

In full, RTS auto­mat­ed over 50 process­es with 10 RPA bots, includ­ing SAP solu­tions used by the utility:

• SAP Busi­ness Warehouse
• SAP Busi­nes­sOb­jects Busi­ness Intel­li­gence Suite
• SAP Cus­tomer Rela­tion­ship Man­age­ment (CRM)
• SAP S/4HANA 

Togeth­er, the util­i­ty com­pa­ny and RTS select­ed spe­cif­ic func­tion­al areas to tar­get for process improve­ment through automa­tion, including: 

Gas Cost Account­ing: This por­tion of the utility’s finan­cial report­ing is a ​“cross-func­tion­al” area that draws data from a vari­ety of sources. Sched­ul­ing is a major part of this report­ing, as many of the reports are time-sen­si­tive, and the data in those reports must be kept up to date. The RPA solu­tions RTS imple­ment­ed ensured that all of the cross-func­tion­al data is kept cur­rent and inputted cor­rect­ly into the right areas of the rel­e­vant reports. 

Out­stand­ing Invoic­es: Sim­i­lar­ly, RTS helped auto­mate the utility’s reg­u­lar unfilled invoice reports. The RTS RPA bots process and rec­on­cile reports in 45 minutes.

Data Secu­ri­ty: RTS built secure automa­tions for sen­si­tive cus­tomer and employ­ee data. Work­ing with Cyber­Ark, RTS cre­at­ed a data ​“vault” for the enter­prise, where pass­words change every 30 days. Addi­tion­al­ly, RTS worked with SAP to assign bots dif­fer­ent lev­els of secu­ri­ty so that data is nev­er exposed or sent to the wrong loca­tion via an auto­mat­ed process. 

Tri­al Bal­ance: RTS also worked with the util­i­ty com­pa­ny to auto­mate its loan account­ing process­es. Using Spire, RTS was able to auto­mate the ver­i­fi­ca­tion process for assess­ing client cred­it scores and auto­mat­i­cal­ly have that infor­ma­tion entered into SAP Cus­tomer Rela­tion­ship Man­age­ment (CRM). That data is also auto­mat­i­cal­ly emailed to nec­es­sary employ­ees, so employ­ees are not wait­ing for vital reports.

The Results

Over the course of RTS’s part­ner­ship with the util­i­ty, RPA solu­tions have ben­e­fit­ed and sim­pli­fied the utility’s oper­a­tions, free­ing up employ­ees to focus on more strate­gic, high-val­ue tasks. Topline ben­e­fits of RTS’s RPA solu­tions include:

• Reduced Cost
• Improved employ­ee efficiency
• Increased data report­ing accuracy
• Improved com­pli­ance 

Part­ner­ing with RTS enabled the util­i­ty to increase the capac­i­ty of its work­force. Specif­i­cal­ly, automa­tion has saved the com­pa­ny $16 mil­lion and over 100,000 man­u­al hours by automat­ing oper­a­tions’ crit­i­cal orga­ni­za­tion­al func­tions. Process­es that once took an employ­ee an hour to work through now take as lit­tle as 15 minutes to complete.

Lessons Learned

RPA solu­tions are on the rise in the SAP com­mu­ni­ty. Ana­lysts expect this mar­ket to grow to over $7 bil­lion next year, becom­ing a $13 bil­lion busi­ness by 2030.

In the ASUG com­mu­ni­ty, mem­bers report using RPA ser­vices to bol­ster their dig­i­tal trans­for­ma­tion projects. Over one-third (38%) of respon­dents to the 2024 ASUG Pulse of the ASUG Cus­tomer Research expect RPA solu­tions to impact their enter­pris­es’ dig­i­tal trans­for­ma­tion efforts over the next two years — a sig­nif­i­cant increase from 23% of respon­dents who report­ed sim­i­lar expec­ta­tions in 2023. 

At Resolve Tech Solu­tions, RPA ser­vices encom­pass an array of seam­less­ly inte­grat­ed capa­bil­i­ties, IPs, and plat­forms. The tech­nol­o­gy com­pa­ny offers solu­tions includ­ing process min­ing, sen­sors, machine/​ human sig­nals pro­cess­ing for sens­ing, process mod­el­ing, opti­miza­tion tech­niques, and doc­u­ment analy­sis. Addi­tion­al­ly, the company’s solu­tions can per­form nat­ur­al lan­guage pro­cess­ing (NLP) extrac­tion crit­i­cal for analy­sis and has low code/​no code capa­bil­i­ties includ­ing man­age­ment, automa­tion, appli­ca­tion pro­gram­ming inter­face (API), and inte­gra­tion. RTS empow­ers enter­pris­es to be adapt­able, flex­i­ble, and inter­op­er­a­ble, mov­ing them quick­ly towards a cloud-first economy. 

As orga­ni­za­tions in all indus­tries focus on unleash­ing the poten­tial of AI to rev­o­lu­tion­ize their busi­ness­es and dri­ve pre­vi­ous­ly unat­tain­able effi­cien­cies and cost sav­ings with pre­ci­sion and speed, busi­ness­es are increas­ing­ly lever­ag­ing machine learn­ing and RPA ser­vices to trans­form data into action­able intel­li­gence and ensure the suc­cess and scal­a­bil­i­ty of their oper­a­tions. With RTS, busi­ness­es can take their automa­tion to the next lev­el by inte­grat­ing RPA with AI.

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About Resolve Tech Solutions

Resolve Tech Solu­tions (RTS), an award-win­ning IT con­sult­ing firm with over 25 years of expe­ri­ence, empow­ers busi­ness­es to achieve their IT mod­ern­iza­tion goals. 

Head­quar­tered in Dal­las, Texas, RTS offers a com­pre­hen­sive suite of ser­vices includ­ing core sys­tem upgrades, cloud migra­tion, dig­i­tal trans­for­ma­tion, SAP exper­tise, and pre-built AI/ML solu­tions through Juno Labs. With a long-stand­ing SAP part­ner­ship, RTS has won sev­er­al acco­lades includ­ing SAP NS2 Out­stand­ing Part­ner, SAP Inno­va­tion Chal­lenge Award, SAP Part­ner­ship Excel­lence Award, SAP Qual­i­ty Award, and SAP Part­ner of the Year. Their team of over 1,000 IT pro­fes­sion­als helps busi­ness­es unlock action­able insights, stream­line work­flows, and achieve cost reduc­tion through cloud adop­tion. As a trust­ed part­ner for For­tune 500 com­pa­nies, RTS offers end-to-end solu­tions and sup­port, allow­ing busi­ness­es to nav­i­gate their dig­i­tal trans­for­ma­tion jour­ney with con­fi­dence. Learn more. 

About ASUG

ASUG is the world’s largest SAP user group. Orig­i­nal­ly found­ed by a group of vision­ary SAP cus­tomers in 1991, its mis­sion is to help peo­ple and orga­ni­za­tions get the most val­ue from their invest­ment in SAP tech­nol­o­gy. ASUG cur­rent­ly serves thou­sands of busi­ness­es via com­pa­ny­wide mem­ber­ships, con­nect­ing more than 130,000 pro­fes­sion­als with net­work­ing and edu­ca­tion­al resources to help them mas­ter new chal­lenges. Through in-per­son and vir­tu­al events, on-demand dig­i­tal resources, and ongo­ing advo­ca­cy for its mem­ber­ship, ASUG helps SAP cus­tomers make more possible. 

ASUG devel­ops and pub­lish­es case stud­ies reg­u­lar­ly in part­ner­ship with its mem­bers and cus­tomers. For more infor­ma­tion on ASUG Case Study con­tent, con­tact isaac.​feldberg@​asug.​com.