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Madrileña Red De Gas Reduces Response Time from Hours to Minutes with RPA

Madrileña Red de Gas is the first company in the Iberian Peninsula to operate a distribution network completely independent of the rest of the businesses in the gas value chain. It is also the third largest gas distribution company in Spain by number of supply points-- more than 898,000. It currently distributes gas in 59 municipalities of the Autonomous Community, including the capital city, Madrid.

The Challenge

Madrileña Red de Gas faced the challenge of efficiently managing their manual response process to complaints from various official entities. The solution needed to address the challenges of high volume, comprehension of documents, and integration, while also correctly extracting specific fields from PDF claims. After analyzing various market solutions, they opted for Robotic Process Automation (RPA) implemented by Avvale, as the most suitable solution for their needs.

 

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The Approach

RPA utilizes specialized computer programs, known as software robots to automate and standardize repeatable business processes. Working as virtual assistants, bots replicate the same steps a person would perform automatically. This reduces the number of tedious tasks, which optimizes time for employees to focus on other projects that are strategic or revenue-generating for the organization. To support the automation aspect of the RPA, UiPath was implemented. With this automation feature, user errors were eliminated, time spent on menial tasks were reduced, and workflows were standardized.
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The Impact

Madrileña Red de Gas successfully implemented an RPA solution with the help of Avvale, which provided a modern and tailored solution to their needs in just a month and a half. The UiPath solution offers cloud-based monitoring and execution through Orchestrator, and its ability to interact and integrate with most systems allows for efficient data collection and entry. The customer service department saw immediate benefits, as their processes were optimized, and the entire customer complaint cycle can now be tracked, improving the customer experience while maximizing productivity.

The implementation also brought additional advantages, including significant time and cost savings. The deployment of a robot to analyze complaints and collect data for crafting response letters, a process that previously took three to four hours, now takes only five minutes. The ability to manage the influx and response rate of complaints from official bodies also results in cost savings. Furthermore, the automated process significantly reduces the potential for human error, as data collection and response letters now follow a defined logic. Overall, the RPA solution has provided Madrileña Red de Gas with new functionalities that improve their customer service and increase their response capacity.
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