Customer Service Assessment Framework
Infosys' Customer Service Assessment Framework helps utilities assess customer service IT, business systems and processes. It identifies opportunities to build a robust, cost-effective and scalable customer service ecosystem.
| Challenge |
Solution |
Benefits |
| Inability to accommodate new functionality in the Customer Information System (CIS), scale up and achieve business growth |
Framework to solve business problems and address IT concerns |
Areas of improvement in IT project management processes resulting in streamlined IT processes |
| Handling current business issues such as rebilling, presentation of invoices, credit handling, etc. |
Choose between Assessment Engagement and Assessment Workshop model based on client-readiness |
CIS ready for future growth/upgrade without major overhauls. Reduction in CIS maintenance costs |
| Overspending on CIS maintenance and support. Continuous pressure to ensure smooth business operations while reducing IT costs |
Analytical framework for quick turnaround time for engagements of 4 weeks -12 weeks |
Improved work flows result in better business process and employee productivity |
Infosys' Methodology
- Establish performance metrics for customer service processes and profile the "as-is" (current system) cost and performance to identify gaps, especially with high business impact
- Identify business processes for more effective automation
- Functional/technical quality analysis to identify applications that need to be enhanced from a business user and IT perspective
Infosys' Approach
Our Customer Service Assessment Framework assesses CIS by adopting either the Assessment Engagement or Assessment Workshop approach depending on the client's readiness.
Infosys' framework follows the Pre-Workshop analysis (identification of strategic metrics/hypotheses framing) as depicted below.
