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High Technology

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Industry Offerings

Integrated Customer Service Management (ICSM)

In the Flat World, the pressure on margins in the High-Tech industry is shifting 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 customer ownership experience, High-Tech companies need to:

  • Build a seamless customer service organization
  • Create a value-based services portfolio
  • Align processes, technology, and service policy with the service lifecycle strategy
  • Blend service offerings with products, 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.


  Process/ Functional Focus

 Key Aspects
  • Service operating models
  • Service delivery (resource management + service logistics)
  • Entitlements
  • Warranty management
  • Knowledge management
  • Warranty cost containment
  • Support for extended service models using outsourcing
  • Service revenue enhancement
  • Optimization of cost of service for yield maximization



Related Information

Testimonials

"My experience in working with Infosys people is that they are very reliable. I think the quality of their work is very high and they stick to the schedule. So I think we can count on the Infosys' people's level of quality."

 

-Former Chief Information Officer
Consumer Electronics Company

Testimonials More

 

Media Mention

'Demand shaping' aligns customer trends with supply

EE Times
October 2007

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