Grow revenue by delivering personalized customer service

Overview

The Infosys Industrial Manufacturing practice transforms the customer experience across B2B, B2C and B2B2C business models. Our Artificial Intelligence (AI) solutions offer a 360-degree customer view for meaningful interactions across the product lifecycle. Further, we establish a digital thread to connect industrial output, financial products, orders, maintenance / warranty service plans, sales promotions, and customers. It helps an industrial manufacturing enterprise deliver a unified customer experience as well as on-demand services. Significantly, superior customer experience drives servitization.

The Infosys Customer e-Connect solution enables industrial manufacturing enterprises to develop a business case for advanced digitization and prioritize customer engagement strategies. We use an IP framework to assess digital readiness across customer touch points. Subsequently, we craft a migration-cum-change management plan for an original equipment manufacturer serving customers through a network of dealers to become a ‘digital visionary.’ A visionary enterprise cultivates loyal customers by applying AI techniques beyond the purchase cycle – from initial search to sales and delivery, aftermarket, and post-warranty phase.

Our approach opens long-term, low-risk revenue streams, while encouraging repeat purchases as well as facilitating social commerce. Moreover, immersive experiences across sales and service processes enhance the effectiveness of cross-selling and up-selling. Infosys Nia, our AI-powered chatbot, supports lead management and resolves service requests by managing customer queries about products, services and related documentation.