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Case Studies

Implementing a Large, Complex, Mission-Critical Customer Service Application

The Client

The client is a leading electric utility company in the U.S. Its functions include distribution and supply of electricity to a wide range of customers including small domestic customers and medium/ large commercial and industrial users. It also has generating capacity from interests in nuclear and fossil-fueled power plants.

Business Needs

With deregulation of utility markets just six months away the utility still needed another year to replace its legacy system. The need was to replace the legacy CIS system with a distributed customer service system based on a relational database. The need was also to incorporate deregulation requirements in the new customer service system, a system that was still being created.


Developing a complex system for more than four million customers was a challenge. Due to lack of appropriate documentation, requirement gathering was a tedious task.

Organizational Change Management was another challenge as the market was moving from regulated to deregulated markets. Deregulation norms had to be developed and a new user interface needed to be defined. There was a strict regulatory deadline; therefore the time to market was very critical.

Our Solution

Infosys implemented the solution using the co-sourcing approach to leverage customer's business analysts for some requirements, test planning etc. This co-sourcing leveraging was an iterative, time-boxed methodology. Infosys developed a CRM-focused system, replacing legacy systems while incorporating new requirements.


Infosys was able to bring in the necessary technical competencies and experience, in a very short timeframe. The architecture developed allowed the client to accommodate immediate and new requirements. All the functionality was delivered as per planned schedule and within budgeted costs. This resulted in a trouble free start of operations in new market conditions.

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