Business Process Management
An international CPG major boosts brand loyalty with enhanced customer experience
An international CPG major, with a large international customer base, faced challenges with brand loyalty. The company partnered with Infosys to increase its customer retention and to enhance brand loyalty through seamless multi-channel customer service.
Infosys created a BPM-based solution that enabled omni-channel customer contact, digitization of customer vouchers for easy redemption, and a self-service function for fault analysis. In addition to achieving improved customer experience, the solution resulted in:
BPM solution helps achieve higher operational efficiency at lower costs
A technology major, specializing in networking equipment, faced the problem of less than optimal operational efficiency due to several unaligned service processes. It partnered with Infosys to boost efficiency with a solution that also reduced operational costs.
Infosys devised a BPM-based solution whose case management features included intelligent routing of service requests, a smart tracking mechanism, and automated KMI (‘Keep me informed’) for customers. The result was improved efficiency due to:
Infosys solution facilitates a new business model for increased profitability
One of the leading credit card companies desired faster acquisition of high value customers and instant issuance of cards. It partnered with Infosys for a new business model that would help achieve higher profitability in a cost-effective way.
Infosys implemented a BPM-based system that defined and streamlined the company’s business processes, and achieved effective integration with card embossing machines. The result?
Infosys helps attain higher customer satisfaction through digitization
A European food and confectionary giant wanted to increase the efficiency of its customer service for better customer satisfaction. It partnered with Infosys to digitize its customer service for more efficient case handling by call center agents.
Infosys devised a BPM-based solution with extensive analytics functionality to enable real-time performance monitoring, management, and reporting. This helped to achieve:
BPM platform improves productivity through business process automation
A European sportswear and apparel major required the automation of the complex manual processes of their marketing department. The company partnered with Infosys to digitize their internal platforms for simplification and better efficiency.
Infosys provided a BPM platform with case management features to manage complex dependencies and tracking across the different system touch points. This solution helped to eliminate more than one million emails from the supply chain, thereby increasing overall productivity.
Pega-based BPM solution reduces vendor onboarding time by 67 percent
A global sportswear manufacturer sought to create a collaborative environment between its multiple stakeholders. It partnered with Infosys to automate its vendor onboarding process for this purpose.
Infosys used Pega to devise a BPM platform for streamlining the vendor onboarding lifecycle and digitizing the experience. The solution helped to achieve:
Continuous real-time risk monitoring for bank accounts with Infosys BPM solution
A major US-based bank faced challenges in accurately monitoring loans, which resulted in false positives every day. It partnered with Infosys to improve its risk-tracking mechanism to eliminate errors in aggregation logic and to support fast and versatile growth.
Infosys’ BPM solution supported advanced collateral management and enabled proactive identification of collateral risks by using methods like the ‘concentration model.’ It also provided analytics to help identify risk factors and ensure that users’ actions are reflected on process changes. The result?
Infosys facilitates bank transformation with Pega-based BPM platform
A Zurich-based investment bank called upon Infosys business processes expertise to help them transform their client servicing processes and make them more efficient.
Infosys supported the bank’s transformation exercise by using Pega to automate and transform the processes, enable integration with key services and systems, and simultaneously ensure compliance to BASEL II norms. The solution helped the bank by:
BPM solution leads to reduced time-to-market cycle and order fallout
A leading telecommunications provider with a large customer base was experiencing high order fallouts and exceptions in its complex order management process. The company partnered with Infosys to help them simplify their processes in one well-integrated system.
Infosys devised a Pega-based solution to help define and streamline the processes in a single order management system that integrated selling, technical provisioning, and billing systems. The solution handled exceptions with proactive jeopardy management, which eventually helped the telco achieve:
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