An American energy and utilities provider sought to revolutionize its operations through a streamlined, data-driven, and customer-focused approach across their customer support and sales teams. Facing increased competition and demanding customer expectations, they needed a solution to boost efficiency, responsiveness, and growth. Together, we reimagined their processes—building a Center of Excellence (CoE) for Intelligent Automation and a Request for Proposal (RFP) initiative that delivered over $10M in revenue at a single location.
This initial success laid the groundwork for a deeper transformation. By designing an Agentic Automation solution throughout their contact center, we redefined customer engagement, enhancing responsiveness and boosting service quality at every interaction.
Sales teams faced immense pressure, managing multiple Requests for Proposals (RFPs) simultaneously. Each RFP required unique, accurate, and compelling responses, often under tight deadlines. Key challenges included:
Determined to turn things around, our COE team collaborated closely with the client to transform their entire sales and customer engagement process into a unified, data-driven powerhouse. To address these challenges, a comprehensive solution was implemented, centred around three key pillars:
The first step was a radical shift in how they handled RFPs. The transformation began with automating the handling of incoming Request for Proposals (RFPs) at a single location.
Stepping into new territory by leveraging emerging GenAI technologies, we designed, built and deployed an intelligent automation solution that automatically monitored incoming RFPs, extracted crucial data, and routed real-time questions to AI agents. Agents then developed standardized, data-rich responses for human review and final dispatch.
The once labor-intensive process was transformed into a streamlined process where every response was not only standardized but also enriched with historical insights and consistent pricing from a centralized data lake. Built on robust Azure infrastructure and seamlessly integrated with Salesforce, this new system promised to transform the RFP response function into a revenue-generating machine.
$10Mrevenue generation |
$6Mcost takeout |
80%RFP response rate |
RFP productivity soared by an impressive 10x, with response rates climbing to an astounding 70–80%. This efficiency wasn’t just about numbers—it translated directly into a $10M revenue boost. Moreover, the streamlined processes led to an operational cost reduction of around $6M, all while minimizing COGS expenses.
Building on momentum, our client enlisted Ashling's COE team to help reinvent customer interactions. Our team crafted a sophisticated Customer Sales and Support Agent that ingests inquiries across multiple channels, including emails, phone calls, client portals and chatbot interactions. Then, an AI Agent with deep domain expertise and access to a unified customer data hub verifies customer accounts, interprets and categorizes requests, and leverages generative AI to produce real-time summaries—all stored in a centralized repository for continuous analysis.
The agent then routes requests to specialized workflows and API calls to execute requests such as surfacing invoices, updating account details, sending renewal notifications, or investigating and waiving late fees with unprecedented speed and precision. Every interaction is captured, actioned and completed, while ensuring customers receive prompt support and responses.
Customer engagement and operational efficiency reached new heights. Call counts, handling times, and hold durations dropped significantly, while resolution rates climbed, leading to notable gains in customer satisfaction and retention. This wasn’t merely about improved metrics—it translated directly into significant cost savings and a frictionless experience for both customers and employees.
Our client has taken a bold leap forward, emerging as one of the first organizations to seamlessly integrate Agentic AI into their comprehensive digital transformation strategy. Recognizing the impact of these initiatives, and in close collaboration with our COE team, they are set to scale their Agentic AI capabilities across business units and locations.
This strategic expansion is projected to drive up to $40 million in revenue. With Ashling’s COE team guiding change management, driving employee adoption, and continually identifying opportunities for improvement, our client is poised for sustainable growth while maintaining their competitive edge in the Energy & Utilities sector.
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