Less Cost, Less Hassle, Less Paper: Infosys Launches Customer Communications Management Portal for Enterprise Communications
Australia and New Zealand consumers can opt for eco-friendly SMS, email and tweets - - potentially saving millions in printing costs for corporates
Melbourne, Australia - August 17, 2009: Banks, telcos, utilities and other organisations with large customer bases stand to improve their green credentials, customer service and bottom line with the launch of The Communications Hub, a new customer communications management solution offered by Infosys Australia.
The Communications Hub provides a central consolidated platform which captures data from the company's core systems and allows it to be easily formatted and routed into multiple customer communication channels such as print, web, email, SMS/MMS or even social networking sites.
For example, a payment overdue notice could be automatically routed via email or SMS according to consumer preference, while a new promotion might be announced via Facebook. The savings resulting from sending these communications electronically rather than print could be significant; an implementation in the U.S. showed cost savings in the millions of dollars, or between 30 to 90 percent in print production costs.
"Customers today expect the flexibility to receive information when and where they want it - whether that's letter box, desktop or mobile phone," said Infosys Australia CEO Jackie Korhonen. "The Communications Hub is that rare solution that allows companies to deliver more responsive customer service, while reducing costs, risk and environmental footprint."
The Communications Hub leverages proven dynamic content publishing technology with a new management function. Known as CEM ("Communications Environment Manager"), this tool facilitates orchestration of complex communications campaigns and provides enterprise reporting capabilities - for example, an audit trail that can indicate exactly what communications were sent to whom and when.
The Communications Hub is available as a fully managed service - offering the advantages of a guaranteed cost per communication, an operating expense model rather than a capital investment, and the flexibility to quickly scale operations up or down as business requirements change. Because Infosys assumes the responsibility for providing communications at an agreed price - managing the people and processes as well as technology - this fully managed service offers large organisations, such as financial institutions and telecommunications providers, additional cost savings and risk mitigation.
"Converting fixed into variable costs is an absolutely critical strategy for businesses looking to thrive in a downturn," said Subhash Dhar, global head of sales and marketing for Infosys Technologies and member of the Infosys Australia board. "The Communications Hub is a smart way for Australian businesses to control risk and build in rapid scalability as conditions change - something we call 'Winning in the Turns.'
For companies that prefer not to use the managed services approach, The Communications Hub is also available as a licensed system operated by either the customer or Infosys.
The Communications Hub is initially being offered in Australia and New Zealand only. Infosys Australia will provide the systems integration expertise through its recently formed Consulting and Systems Integration Unit.
The technology behind The Communications Hub has previously been proven as an onsite, licensed solution in the United States. For example, Infosys and EMC Document Sciences successfully implemented a Communications Hub that helped a Fortune 100 financial services company save more than $USD 20 million and reduce its correspondence costs by more than 95%. The Communications Hub enabled the client to standardise customer communications onto a single standardised platform for print and email channels. The common system enabled the retirement of six other systems, resulting in cost savings of more than $10 million annually while avoiding another $15 million in re-engineering costs. Last year, the customer was able to process 300 million correspondence letters using The Communications Hub, with reduced per correspondence cost from $0.44 to less than $0.01 (not including postage savings).