Web-based Self-Service
Utility companies need to capitalize on web-based self-service offerings to achieve growth and improve productivity.
| Challenge |
Solution |
Benefits |
| Limited adoption of web-based self-service by customers |
A contextual business-IT solution framework for customer service and CIS/CRM IT |
Enhanced customer service at lower cost |
| Comply with regulations, reduce service cost, increase customer satisfaction |
Incorporate best practices for business results |
An integrated website for a convenient user-experience |
| Save costs by achieving critical mass in online customer self-service |
Adopt Web 2.0 to reach out to business partners and employees |
Relevant and easy-to-use functionality to achieve user stickiness |
| |
End-to-end approach integrating business process, technical architecture, integration framework, portal solution, application design and development |
Cross-channel integration enables a consistent user-experience |
Infosys' Solution
Infosys' web-based self-service solution approach helps utility companies achieve a business transformation in three stages:
Solution Highlights
- Click-through functional prototype incorporates industry best practices for reuse in requirements, design and development
- Best practices include a detailed check-list for practitioners working on self-service websites
- Customer contact optimization framework transcends self-service