CRM

Energy Utilities and Services

Infosys offers a complete range of services from strategic business transformation to continuous support and maintenance. Our services are focused on adding value across the project lifecycle.

Our expertise in industry-leading packaged applications - including on-premise offerings from Oracle's Siebel CRM, Oracle CRM, SAP CRM, MS Dynamics, Clarify and on-demand offerings such as SalesForce.com and Siebel On Demand - helps us deliver best-of-breed solutions.

We offer end-to-end CRM solutions in Sales Force Automation, Call Center Management, Order Management, Field Service, Marketing, Mobile/Handheld Sales and Service, Master Data Management, Business Intelligence and Middleware Integration.

The Infosys Advantage

Our Energy Utilities and Services-CRM offerings include:

  • Experienced and competent resource pool drawn from leading engineering and management schools and industry experts
  • Complete range of service offerings, including business and technology consulting, customer operations strategy, CRM road map definition, package evaluation, implementations, upgrades, rollouts, support and maintenance
  • Industry vertical-specific competency team developing pre-built solutions, frameworks, methodologies and templates that can reduce the project execution costs by 15-20%
  • Proven excellence in Energy Utility and Services including the successful execution of large and business critical engagements in power, certification, legal services, logistics and freight management

Challenges
  • Typically, service industries cater to multi-dimensional service offerings (time, personnel and cost). Consequently, companies need to differentiate themselves in the depth of services offered to customers. Various levels of involvement are required in the customer activities supported through processes and systems. In addition, reduced time-to-market is a key parameter for sustainability.
  • Traditionally, publishing, certifications or risk management companies have been local in character. As a result, introducing a global process with minor local variations has been a challenge.
  • The Utilities industry is still maturing in a deregulated environment. Several variants exist globally, from completely regulated to de-regulated business models. It means a lack of industry best practices and processes resulting in increased lead time for the services executed.
  • Utilities and Energy companies need strong integration between mature CRM systems and billing applications. There are no standard integration objects available leading to bespoke application development.
  • Traditionally, the Utility companies have operated with disparate customer care and billing applications. These applications support minimal CRM functionalities. Consequently, they do not provide a holistic, integrated customer view.
  • In the Logistics industry, inefficient point solutions that are dispersed geographically or designed for country- specific needs have architectural issues with the systems and lack scalability. A majority of large companies still operate on legacy mainframe applications with limited interfacing opportunities.
  • Maintaining and growing the energy supplies to provide access and meet future demand with a reduced environmental impact will require substantial long-term investments

Infosys' Solutions
Better Customer Insight

We help Energy, Utility and Services organizations gain a better understanding of their customers through Customer Data Integration (CDI) and Master Data Management (MDM) solutions. Our solutions are further reinforced by ensuring content consolidation/transformation, and data governance and stewardship.

Efficient and Scalable Solution

Our customer-centric approach helps Energy, Utility and Services organizations design and execute CRM solutions effectively and at optimal costs. It is achieved by employing best practices-based business process and leveraging domain expertise gained over years of successful CRM implementations.

Customer Retention and Revenue Enhancement

Our customer-centric solution design addresses the needs and challenges related to customer and loyalty management solutions. We leverage new channels, including partner channels, customer self-service channels with full service offerings, including an e-commerce solution that expands the existing customer base and adds to the bottom line.