Services
Service functions help manufacturers yield high value and thrive in a challenging environment. Enterprises that can transform their service function from a cost center to a strategic differentiator emerge as winners. However, service functions are complex since they involve a large number of entities including third parties. The large volume of data is often difficult to manage and the absence of a unified view of the service chain poses further challenges.
What's New
- Share BI: Allows sharing of BI content to collaborate with users for faster and effective decision making
- In-Memory Analysis: Brings simplicity, flexibility, and faster access to information for complex analysis even when offline
- Self-Service BI: Delivers power to business users to create, view, and seamlessly share compelling functional content
- Business Process Dashboards: Provides status updates through visual dashboards for at-a-glance business process view
- Personalized Alerts and Initiatives: Enables users to proactively monitor information by setting contextual and personalized alerts based on specific areas of interest
- Industry Best Practice: Functional content leveraging industry-standard concepts such as SCOR and xBSC
- Advanced Analysis: Analyze information in real-time and perform root cause analysis leveraging familiar tools including Microsoft Excel
- Enhanced Collaboration: Effective collaboration with partners using capabilities such as collaborative initiatives and business forms
Our Solution
Infosys’ Services Module enables organizations to maximize revenue and increase customer satisfaction by focusing on customer touch points in the service chain. It comprehensively addresses the service lifecycle including service contracts, service requests, field service, and contact centers. It helps organizations increase profitability through greater visibility into costs covering material, labor and overheads. It also helps identify cross/ up sell opportunities to increase revenue.
The business module addresses service management functions such as:
- Service Planning
- Service Design
- Service Procurement
- Service Provisioning
- Service Delivery
- Product Disposition
Features
Infosys’ Services Module facilitates end-to-end visibility and collation of information from multiple sources transforming it into actionable intelligence to deliver focused business value through:
- Service Performance: Analyze and monitor metrics such as MTTR. First call resolution to ensure customer service responses are met and simultaneously enhanced.
- Service Profitability: Gain visibility into customer, contract and service profitability to control costs while ensuring high levels of satisfaction.
- Contract Compliance: Ensure adherence to customer entitlements and SLAs across service functions including contact centers and field service.
- Field Service Productivity: Optimal utilization of field staff ensures the right skills levels are deployed. It increases overall productivity resulting in profitability.
Benefits
- Maximizes revenue with greater visibility into up/ cross selling opportunities
- Increases profitability by keeping service costs down
- Improves productivity of service and technical agents by 10-25%
- Enhances customer satisfaction by 2-6%
- Identifies and provides visibility on product issues/ opportunities
- Provides effective management of service quality and product quality
- Allows better visibility and efficient performance management of service partners