Discrete Manufacturing
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Integrated Customer Service Management (ICSM)
In the Flat World, the pressure on margins in the Discrete Manufacturing industry is shifting the focus from product operations to service operations. In addition, limited recovery of warranty costs across suppliers has made it difficult to increase service revenues.Well managed customer service operations impact shareholder value from the financial and market perspectives as service capabilities offer very high margins and establish long-term relationships with customers.
To enhance the customer ownership experience, Discrete Manufacturing companies need to:
- Build a seamless customer service organization
- Align processes, technology and service policy with the service lifecycle strategy
- Blend service offerings with products closely and leverage channel partners to augment service attach rates and share information
- Enable low cost, low touch service support through efficient knowledge-based collaboration with customers, field service organizations, channel partners and suppliers
- Integrate technology across the service lifecycle (Field Mobility, RFID, DRM)
Infosys' Integrated Customer Service Management (ICSM) solution helps increase service portfolio revenue by enhancing customer service experience, product quality and plugging revenue leakage through improved entitlement governance and disbursement accuracy.
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Media Mentions
Win in the flat world: Apply lean principles across the IT organization- Manufacturing Business Technology
November'07
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"Infosys has broadened its portfolio for manufacturers. For one, it helped St. Louis-based Emerson Electronics..."
- Manufacturing Business Technology
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