Date: 2- 6 May 2022
Location: Phoenix Convention Center, Phoenix, AZ
Booth # 121 (Espresso Barista Bar)
The modern utility should be responsive to the needs of customers – engage via digital channels, offer a choice of renewable energy sources, provide customized tariffs, and enable infrastructure for charging electric vehicles.
Attend CS Week 2022, the annual customer service conference that focuses on user-friendly technology to better serve customers across touchpoints.
CS Week 2022 is a premier customer service conference serving electric, gas and water / wastewater utilities across the customer experience lifecycle covering analytics, billing and payments, contact center, credit and collections, digital customer engagement, field services, and strategies and management.
Infosys and Southern California Edison experts navigate the journey of a complex migration from a legacy system to a responsive customer relationship and billing system. Find out how Southern California Edison pivoted to a Live Utility Enterprise by sensing and responding to the needs of customers.
Session # 1
CIS Transformation – How to get everyone rowing in the same direction
Wednesday, May 4
1400 to 1500 hrs CST
Room no 122 C
Learn how Southern California Edison replaced a 30-year-old mainframe-based Customer Service System with an enterprise customer relationship and billing system to transform service for 5 million customers.
Infosys brought together SAP’s cloud and on-premise solutions and integrated them with core utility systems across meter-to-cash and customer interaction management. The scope of the mission-critical project: data conversion of 21 billion records, remediation of 130 edge systems, testing with 81 third parties, and virtual training of 5,000+ users.
Lorene Miller, VP, Customer Service Operations, Southern California Edison
David Gutierrez Madrigal, Utilities Consulting Practice Leader, Infosys
Session # 2
A Water Utility’s Digital Transformation Journey
Wednesday, May 4
15:15 PM to 16:15 hrs CST
Room no 121 A
El Paso Water partnered with Infosys to replace a customized legacy solution with a modern CIS solution for a superior customer experience. The water utility embarked on a digital transformation journey to serve a rapidly growing customer base.
Our experts walk you through the solution, how it was built, and scaled up leveraging Infosys Pre-configured and Accelerated Customer Care & Billing Enablement PACE for SAP on Oracle Utilities Customer to Meter (C2M) and Customer Care & Billing (CC&B) platforms. Our solution incorporated customer self-service capabilities and integrated with a mobile workforce. The session focuses on system agility, zero modification policy, omni-channel customer engagement, 360-degree customer view, and industry leading bill accuracy. Our speakers share their experience on innovative execution, collaboration and leadership approaches that helped the project team navigate disruption during the Covid-19 pandemic. Finally, we review selecting the right program accelerators and discuss how we delivered a world-class technology solution on time and within budget.
Werner Klouda, Project Manager, El Paso Water
Jasdev Soni, Industry Principal, Infosys
Meet our experts at Booth # 121 for a one-on-one meeting during CS Week 2022