Synergy Case Study | Automation Anywhere

Low-risk, rule-based use case jumpstarts Synergy’s automation powerhouse.

Synergy developed one of its first automated solutions for a Business Process Exception Management (BPEM) processing use case thanks to its low-risk, rule-based nature. Every morning, an automation extracts billing exceptions from SAP and generates these records into Excel source files for each of the company’s 51 BPEM categories. An automation tailored to each category then loops through records on the source file to process them according to operating procedure developed within. Any case exceptions at the end of the day are sent to a third-party billing agent to process manually.

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Customer Quote

Given that detailed SOPs already existed for third-party vendor training, and most procedures were rule-based, BPEM processing was the perfect candidate to commence our automation journey. Our goal was to reduce the overhead of third-party processing costs by automation of as many BPEMs as possible, and we did just that.

Jarrad Clarke
Robotics Process Automation Engineer, Technology and Business Services

Customer achievements.

Customer Achievements

$2.3M

annual ROI with BPEM processing

179,000

billing exceptions resolved annually

Automated BPEM process conserves third-party expenses, generating transformative ROI.

Synergy’s Customer Business Unit relied heavily on a third-party billing agent to handle billing exceptions due to limited internal resources. Charging a cost per transaction, Synergy wanted to reduce its costly dependency on the third-party agent by implementing automation to handle these exceptions.

Not only did the BPEM process gain invaluable trust in automation from stakeholders and business users but it also has become one of Synergy’s most highly valued automations that closes over 179,000 billing exceptions annually. With only the few most complex exceptions requiring attention by the company’s third-party billing agent, Synergy has achieved $2.3 million annual ROI with this process.

Harnessing automation for streamlined migrations as Synergy tackles future endeavor's

Synergy’s goals for 2025 and beyond are to support its Salesforce and S/4HANA migration projects from an automation perspective by ensuring a smooth transition of existing SAP ECC and CRM automations.

Customer overview.

Synergy is Western Australia’s largest electricity generator and retailer of gas and electricity with over one million residential, business, and industry customers.