Client Context
A business energy provider partnered with Scale Factory to enhance their automation capabilities, transitioning from unsupported Python scripts to a sustainable and manageable automation framework that could streamline business processes and improve efficiency.
The Challenge
The client faced a major operational challenge when their partnership with a third-party provider was unexpectedly terminated. This left them with unsupported automation scripts, built in a niche tool, that were critical to two key business processes—yet they lacked the in-house expertise to manage or maintain them.
Compounding the issue, limited documentation and staff turnover meant there was little understanding of what these automations were doing. As a result, key customer-facing processes had to be handled manually, creating inefficiencies and operational risks.
Beyond stabilising their existing automations, the client sought to expand their automation capabilities with a focus on supportability, scalability, and improved efficiency. Their challenges included:
- Manual processing of customer transactions and account configurations, leading to inefficiencies and errors
- Inconsistent application of rules and policies, increasing compliance risks and unnecessary costs
- Data inaccuracies and discrepancies going undetected, impacting financial integrity and decision-making
By addressing these challenges, the client aimed to modernise operations, reduce manual effort, and enhance the overall customer experience.
The Approach
Scale Factory conducted a tailored ten-day discovery phase to address the client’s specific requirements. The approach included three key steps:
Review
- Analysed the client’s short-, medium-, and long-term objectives.
- Evaluated current processes to identify key requirements and success metrics.
- Recommended an appropriate toolset and detailed “To Be” solutions for each process.
- Provided detailed effort estimations and ensured the organisation could support the solution in-house post-development.
Feasibility Study
- Assessed the effort required to automate three manual processes and migrate two Python-based processes to a scalable enterprise solution.
- Collaborated with stakeholders to identify pain points and optimise processes.
- Recommended solutions while ensuring transparency and stakeholder involvement throughout the process.
Business Case
- Delivered a comprehensive business case outlining the feasibility of each automation initiative.
- Presented proposed solutions and their potential return on investment, along with key financial and non-financial benefits.
- Recommended tools capable of supporting both UI and API automation at an accessible price point.
- Emphasised governance, documentation, and education to empower the organisation to independently manage future changes effectively.
Outcomes & Impact
Identified three manual processes suitable for automation and demonstrated how the two Python-scripted processes could be hosted on a low-code/no-code platform.
Recommended Microsoft Power Automate as the enterprise solution, citing its cost efficiency and seamless integration with the client’s Microsoft ecosystem.
Enabled the client to independently automate two of the five reviewed processes by providing clear, step-by-step walkthroughs.
By addressing these challenges and delivering scalable, maintainable solutions, the client is now equipped to streamline operations, enhance customer satisfaction, and achieve substantial cost savings.
