Customer Service
Egil Brækken, CIO, discusses how Infosys is helping Hafslund improve customer management through self-service and streamlining processes, and how Infosys partnered with Hafslund...
to build Smart Metering platforms for one of the top smart metering projects in Sweden.
A leading US gas distribution company sought to improve customer engagement with provision of self-service features over web. After partnering with Infosys...
for an easy-to-use self-service solution, the client witnessed 22% of customers registering online and significant reduction in customer dependence on call centers.
A leading U.S. utility company sought to improve customer engagement by enhancing web self-service features with provision of additional features for Smart Connect Customers. It also aimed at providing energy analysis tools to customers...
and increasing awareness on energy efficiency and demand response programs. Infosys identified a User Interface (UI) design that reduced costs by encouraging customers to opt for online billing.
A leading U.S. utility company sought to integrate its customer service operations and systems across four subsidiaries. With Infosys' solution, the client was able to reduce operation...
and maintenance costs, improve productivity, and setup a state-of-the-art flexible SOA-based system for future growth initiatives.
A leading U.S. utility was facing challenges in scaling up its web portal to meet customer demands. Infosys enabled implementation of a flexible, scalable SOA website that provides real-time data to customers.
A leading North American investor-owned utility had to revamp its Customer Information System (CIS) for Advanced Metering Infrastructure (AMI) implementation. The utility partnered with Infosys for the assessment workshop...
wherein applications in CIS landscape were analyzed to determine the roadmap for modernization. The solution leverages Infosys' CIS and AMI-MDM integration experience, and service offerings for large-scale integration.
Infosys partnered with a leading utility company to implement a real-time Metering system and develop AMI applications such as load curtailment, demand response and web-based analytical applications for major customers, usage, cost and bill analysis.
The client, a leading electric utility company in the US, partnered with Infosys to develop a sustainable process to improve and measure customer satisfaction.
A leading utility company sought to improve the productivity of its call service representatives by improving the design of workstation applications. It also wanted to integrate computer telephony to reduce the duration of calls....
As a result of Infosys' solution, the client was able to improve customer satisfaction and save on training costs.
A leading South-Western US electric utility company implemented a customized GUI-based customer information system. The enterprise-wide application was rich in functionality, but it was not conducive to workflow in...
call centers. Infosys enabled the client to improve the productivity of its call service representatives (CSR) by improving the design of the application after a usability study.
With deregulation of utility markets just six months away, a utility company needed another year to replace its old legacy system. Infosys developed a CRM-focused system using...
a co-sourcing approach. The new architecture enabled the company to accommodate immediate and new requirements to meet the new market conditions.
The client wanted to execute production support and maintenance of its applications after successful replacement of its legacy CIS system with a distributed customer service system based on a relational database.
Enterprise / Corporate Solutions
Anglian Water chooses Infosys to help the water utility use every drop of data with a pioneering enterprise content management system.
Infosys helped a global energy company develop and implement an Environment, Health, Safety and Social Responsibility (EHS & SR) system. Infosys’ role involved requirements gathering, analysis, design, development, warranty support, and enhancement...
rollouts. The benefits of the implementation included increased flexibility of deployment, scalability and reduced costs.
The client is a multinational corporation headquartered in Switzerland, operating mainly in the power and automation technology areas. The client was looking for an implementation partner to completely...
enhance its SAP environment to achieve a robust, Sarbanes-Oxley Act (SOX) compliant system and to retire custom objects and replace them with standard SAP functionality. Infosys delivered a stable ERP platform with 25% custom functionality reduction due to de-risked, comprehensive upgrade and process standardization.
Infosys streamlined the business processes of one of the largest electric utilities in California with SAP. Our approach enabled the company to manage its core business efficiently and provide better customer service.
A leading Dutch utility partnered with Infosys to maintain and support its SAP applications. Infosys transformed the client's IT operations with migration to Managed Services in a phased manner.
Infosys consolidated the application portfolio of a California-based utility that provides energy solutions to over 12 million customers. Our solution realized significant business value while ensuring regulatory compliance and reducing the total cost of ownership of applications.
The client, a leading insurance company, felt that business growth was threatened by increase in its operating costs. The company identified business processes and workflow for efficient management of...
documents a critical aspect in Insurance. Infosys' approach to defining the document management solution ensured that products were evaluated using robust criteria, product capabilities were mapped to the future roadmap and recommendations took into account in-house experience with document management products.
The client is a leading electric utility company in the US. The company could not satisfy demand for resources to meet business needs. There was little accountability for benefits claimed by sponsors during...
resource allocation. Infosys' solution enabled the client to align annual budget plans with business strategy.
A large electric utility in western U.S. was saddled with multiple aging applications with high maintenance costs. It required a systematic approach to manage the applications. Infosys enabled...
a single application management system with straight-through processing capabilities that enhanced client's operational efficiency.
The client is a leading electric utility with more than 12,000 employees. The company needed to manage IT workforce capabilities to ensure availability of competencies and alignment of capabilities with business...
needs. Infosys' solution recommended the use of a role-based organization. Our workforce capabilities program enabled an agile IT organization.
The client is a leading electric utility company in the US. The company faced business issues as a result of different shared service departments such as Finance, HR, and Legal. Infosys provided shared...
services solutions resulting in increased efficiency and ease of maintenance of all shared services organizations.
Transmission & Distribution
A leading North American electric company sought to integrate its CIS system with multiple AMI and MDM systems. Infosys’ solution helped the company define the integration architecture and business processes required to enhance business...
benefits. The solution leverages Infosys' AMI-MDM integration experience and service offerings to implement large-scale integration programs.
Infosys partnered with a leading AMI vendor to develop multiple AMI products, implement AMI products at various client locations and undertake systems integration of AMI products with existing legacy applications.
Infosys partnered with a leading AMI MDM vendor to develop Meter Data Management products, deploy AMI applications such as Load Curtailment and Customer Service applications and undertake benchmark testing of 5 million interval meters.
The client, a West Coast-based electric utility, faced a lot of operational challenges with its disparate and antiquated work management systems. The company sought a scalable architecture compatible with...
other planner/designer tools, configurable computing algorithms that enabled cost and price breakdown and a working prototype with a cost estimate and pricing capability.
The client is a leading electric utility company in the US. Its applications in field tools were not based on standard architecture and lacked consistency. The company sought a common mobility architecture...
for its transmission and distribution operations to improve productivity and efficiency through process automation.
The client, a leading utility company in the US, wanted to integrate MDSI's Advantex with messaging technology over a wireless network to connect FSRs to the field order system in real-time or near real-time.