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Customer service

More smiles per kilowatt hour. That's what utilities enterprises really need – to raise the bar on service. This calls for intelligent and cost-effective IT solutions that deliver multichannel reach and integrated views, and enable swift and accurate responses.

Identifying initiatives like self-service customer portals, customer service integration, and call workflow optimization not only reduces service leakages and empowers agents, but also takes customer experience, awareness and participation to new heights.

Challenges and opportunities

Creating winning customer experiences: A dissatisfactory experience can lead to negative responses, additional spending, delayed projects, and the dilution of brand equity in the connected world. On the other hand, strategic planning and investment in customer engagement are key factors in aligning utility enterprises with rising customer expectations.

Emerging technologies: The evolution of communication channels, smart grid and CRM capabilities are driving the modernization and integration of customer service operations and IT systems. With new capabilities like in-depth customer segmentation, mobile customer applications, and social media platforms, utilities now have more avenues to create winning relationships.

How Infosys delivers business value

Engaging with Infosys translates to minimized project risk owing to our proven process and delivery quality, as well as reduced operating cost through our Global Delivery Model. Our experienced professionals in the utilities domain are committed to creating the best technology and business outcomes for customer service. Armed with accelerators and tools, they create innovative solutions and also formulate multichannel communication strategies that can revitalize customer retention. Customer service focus areas at Infosys include:

Customer information system (CIS) modernization and replacement: Our offerings leverage new and improved smart grid capabilities and investments to provide cost-effective solutions and improved performance.

Unified communications: We bring together the best of social media, communications and mobility tools to deliver a smart customer experience that is high on co-creation and satisfaction.

Business enhancement initiatives: We enable utility enterprises to increase operational efficiency, improve customer service levels, and optimize new advanced metering infrastructure (AMI) and smart grid services.

Customer relationship management (CRM): Our solutions help create lifetime customer value while tailoring messages for key customer segments.

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