npower is one of the UK’s largest energy suppliers, serving more than 3.6 million residential and business customers. In 2020, npower was already operating under the dual pressures of a highly competitive marketplace combined with a parent company demanding increased efficiency. Then COVID-19 hit. Like most organizations, this forced npower to send its workers home; a situation that was unexpected. How did they adapt at pace? npower turned to intelligent automation. Challenge As one of the largest energy suppliers in the UK, npower was already operating under pressure in competitive conditions. As such, the organization had been using intelligent automation as far back as 2008 to drive increased business efficiencies. Then the COVID-19 crisis hit.

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