Customer Self-service Solution
Over the last decade, the Utility industry has successfully used Internet-based self-service solutions to reduce the cost of service and improve customer satisfaction. It is a proven, effective method to increase customer satisfaction, decrease operation costs, comply with regulatory programs and promote various energy efficiency/ demand response programs.
With increased focus on implementation of easy-to-use web portals, coupled with self-service best practices and business process improvements, Utility companies can now deliver "smart" customer experiences.
| Limited adoption of web-based self-service by customers |
Create a holistic approach, covering software application aspects such as usability, functionality, security and real-time integration, as well as the associated need to communicate and encourage self-service |
- Improved customer enrollment
- Increased usage of web-based self-services by customers
- Increased cost savings
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| Higher volume of calls to contact centers |
Provide easily accessible information and services to customers across multiple channels, resulting in lower call volumes for call centers |
- Lower cost of operations
- Increased customer satisfaction
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| Customer engagement with Utilities is minimal |
Utilize Web 2.0 social network-enabling features such as wikis, blogs, polls and video sharing, in order to reach out to new customers and business partners |
- Increased customer engagement with Utilities through social media
- Higher customer satisfaction
- Creation of customer value and company-specific branding
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| Extended timeline for establishing web self-service |
Deliver quick-win items to establish web presence, while progressively adding more self-service features to the website, in order to encourage customers to stay engaged with the website |
- Quicker ROI on self-service programs
- Continual low-cost, high-value customer interaction
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For more information on the transformation process, click on the image below:
Infosys' Advantage
- Appropriate solution-based approach with customized plug-and-play components, which can be easily integrated with utility-specific applications
- Tools, frameworks and accelerators for quicker time-to-market
- Proven track record in implementing the solution for multiple Utilities worldwide
Infosys' web-based self-service solution approach helps Utility companies achieve business transformation and deliver “smart” customer experiences.
The Customer Self-Service solution creates benefits for each partner in the value chain. These benefits are illustrated in the chart below:
- Ready-to-use cost-effective solution with faster time-to-market
- Low risk while working with Infosys, an experienced partner with expertise in similar engagements
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- Infosys' expertise in understanding, assessing and enhancing customer experience
- Increased customer participation and lower cost of operations
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- Easy integration of the solution with existing CIS, AMI and MDM system
- Rich UI features provide personalized information and a variety of services which cover the complete customer service spectrum
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