Enhance customer satisfaction through self-service
The Infosys Customer Self-Service Energy Manager enables utilities to offer a better customer experience through advanced self-service capabilities. This includes the ability to pay bills and track, manage, compare and forecast energy usage. This helps customers understand, analyze and optimize their energy consumption pattern and reduce costs.
The 'Shadow Customer' feature of the Infosys Customer Self-Service Energy Manager enables call center executives to understand problems from the customer’s perspective. This helps in faster resolution of the issue with fewer repeat calls, and lowers cost to utilities.
Manage energy through adoption of energy efficiency programs
With the Infosys Customer Self-Service Energy Manager, customers can sign up for individual energy efficiency programs — like demand response — without having to make annual commitments. This increases adoption as customers can plan and visualize the impact of each event.
Advanced energy management tools help customers analyze various scenarios and optimize energy usage. The Infosys Customer Self-Service Energy Manager helps utilities effectively roll out innovative energy efficiency initiatives like demand side management for the customer.
A large European utility serving over 2 million households wanted to improve customer satisfaction and reduce operating expenditure. Significant contributors to this expenditure were call center costs and paper bill production.
The Infosys Customer Self-Service Energy Manager helped the utility enterprise achieve the following in less than a year:
- Calls to the call center reduced by 25%
- Over 100,000 customers registered for availing online services
- 60% of the utility enterprise's registered customers availed online billing service, reducing the utility's carbon footprint
- Online remittances of over €5 million within 9 months of implementation
- Regulatory compliance through elaborate customer reports