Infosys Transformational Order Management (ITOM)
In the Flat World, Discrete Manufacturing companies face challenges of customer needs requiring mass customization, complex mix of products and new markets due to the ubiquity of technology. Cost reduction, revenue enhancement, customer service and compliance to regulations focus attention on the order management cycle (Inquiry-to-Cash). Several companies operate at low maturity levels of order management processes and systems supported by disparate IT systems, which result in inefficient operations.
To maximize customer revenue and profitability, companies need to:
- Collaborate with customers and channel partners to anticipate and create demand
- Orchestrate distributed transactions (quote, order, invoice) across multiple channel partners to provide high customer satisfaction
- Gain complete visibility into the opportunity-to-order-to-service cycle
- Price products and services optimally
- Cross-sell and up-sell existing and new products and services
- Guide customers in design specification, product configuration selection and solution bundling
- Manage synchronization among customer orders for appropriately phased fulfillment
- Continuously seek ways to reduce order processing costs
The ITOM solution helps companies increase revenue through higher order accuracy and faster quote and order turnaround time. It enables you to transform the order management processes to enhance customer experience, improve service levels and achieve scale and cost savings. The ITOM solution provides best practices, leading business processes and benchmarks linked to a maturity model that facilitates identification of areas for improvement and pre-packaged technology enablers to accelerate deployment.
| Process/Functional Focus |
Key Aspects |
- Customer order management cycle
- Pre-order inquiry and guided selling
- Demand management
- Invoicing, reconciliation and reporting
|
- Guided selling for order yield (revenue and profitability)
- Integrated capabilities for bundling
- Streamlined order management (zero-touch)
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