Date: October 9-11, 2023

Venue: Sheraton Grand Chicago Riverwalk, Chicago

Booth: #208

Event Overview

The 2023 SAP for Utilities Conference, presented by the Americas’ SAP Users Group (ASUG), brings together industry leaders, subject matter experts, SAP customers, and service providers. Infosys, a Gold sponsor, showcases SAP solutions to help utility enterprises address business challenges effectively.


At the 16th annual ASUG SAP for Utilities, Infosys, and Southern California Edison (SCE) present a speaking session.

SCE implemented an SAP Service Cloud application as an agent desktop solution to address issues in call center operations, including high average call handling time and sub-optimal productivity of customer service representatives.

Infosys developed a bespoke SAP S/4HANA IS-U solution to streamline operations. Our solution shares a summarized view of the customer during the call, eliminating the need to navigate multiple screens for customer details. Access to real-time, accurate data empowers call center agents to resolve issues faster.

Speaking session

Topic: Getting the most from SAP Service Cloud
Date: Tuesday, October 10, 2023
Time: 10:30 AM – 11:10 AM CT
Venue: Sheraton II, Sheraton Grand Chicago Riverwalk, Chicago

Key takeaways

  • How utilities can improve contact center KPIs
  • How call center agents can be empowered with a 3600 view of customer data to boost quality of service
  • How SAP Service Cloud can be customized to enhance contact center operations
Khoushik T.T. Thiruppathi

Khoushik T.T. Thiruppathi, IT Solution Planning & Delivery – Customer Service Southern California Edison

Jashwanth Doshi

Jashwanth Doshi, Technology and Digital Transformation Leader, Infosys