Mitie launches Envoy to bring agentic workflows to utility invoice management
Mitie is one of the UK’s leading facilities management and transformation partners. Its business spans the entire asset lifecycle, supporting clients with decisions across capital deployment, estate performance, safety, occupant experience, energy and sustainability.
Mitie is building towards a more agentic organisation: one where teams can use data, AI and operational insight to move faster, make better decisions and deliver more transformational outcomes for clients. Envoy is an early example of that ambition in practice. Developed with Cogna, the new system applies agentic workflows to utility invoice management and validation, helping Mitie reduce manual work while creating more capacity for higher-value customer service.
This complex operational workflow connects supplier billing, tariff structures, validation checks and customer assurance. Historically, the process depended on a long-standing external platform and internal tools, with multiple manual steps required to create supplier-ready outputs.
The setup also sat outside Mitie’s core systems, requiring teams to maintain duplicate records and making assurance harder when different systems produced different reporting outputs. With tariff structures outside Mitie’s core environment, it was harder to connect invoice validation to adjacent energy services, such as flexibility trading or more advanced customer insight. That limited Mitie’s ability to build higher-value offerings around the data.
Envoy will automate invoice ingestion, perform validation checks and generate supplier-ready outputs. The new system will reduce the process from nine steps to four, giving the Mitie team more time to focus on higher-value work for customers.
Envoy is also expected to create a clearer route to customer savings. Today, Mitie can identify invoice queries and potential supplier challenges, but the team does not always have the capacity to manage each one through to resolution. By automating more of the query management process, Envoy will help Mitie act on more exceptions, challenge suppliers more consistently and recover more value for customers.
“Envoy gives our team more capacity to focus on the work that matters most to customers,” said James Reed, Head of Energy Accounting and Markets at Mitie. “By reducing the manual effort involved in invoice management, we can spend more time interpreting the data, acting on exceptions and identifying opportunities to improve outcomes for clients.”
Faster invoice processing may also support quicker bill payment, giving Mitie more scope to negotiate improved supplier terms and reduce costs that would otherwise be passed on to customers.
Envoy is an early step in Mitie’s move towards a more agentic operating model. The wider ambition is to build more intelligent, connected and scalable ways of working across the business, giving Mitie teams more capacity to act on insight and deliver better outcomes for clients. Cogna will support that journey as a technology partner, helping Mitie identify where agentic workflows can create the most value across its operations.
“Mitie is building a more agentic organisation, where our teams can use data, AI and operational insight to deliver more transformational outcomes for clients,” said Alex Avila, Managing Director, Consulting and Energy Solutions at Mitie. “Envoy is an important step in that journey, helping us bring greater intelligence and efficiency into a complex operational workflow. Cogna has been a valuable partner in helping us move quickly from ambition to a live capability.”
