Hafslund Improves Customer Experience Utilizing Infosys' CRM Expertise
Rapid 18-Month CRM Implementation by Infosys
Oslo, Norway - November 5, 2007 - Hafslund ASA, Norway's largest utility company, has improved customer service through reduced cycle times and streamlined processes. Hafslund leveraged the business consulting and Customer Relationship Management (CRM) expertise offered by Infosys Technologies Limited (NASDAQ: INFY). Hafslund partnered with Infosys and successfully centralized processes across its business units and two product lines with the objective of improving operational efficiency and customer service. The effort has enabled Hafslund to scale its business and improved its ability to add new service lines in the future.
Infosys helped Hafslund transform from a product-centric business to a customer-centric organization. The CRM implementation aims to improve customer relationships by improving service while leveraging information to create additional revenue opportunities. Infosys consultants worked alongside Hafslund's management and operational executives from business development, marketing and customer servicing functions in Norway to harmonize customer-centric business processes and applications. The recommendations of the harmonization exercise resulted in a CRM solution specific to the Norwegian utilities industry and Hafslund's business and strategy.
Following the implementation of the CRM solution, Infosys assisted Hafslund with a Change Management & Training program to ensure a smooth and successful transition across various business units. The change management program immediately improved various data quality and operational efficiencies. Further, silo-based applications and processes, as well as paper copies of work orders, were eliminated. The integration of processes across departments reduced time from sales to fulfillment, besides reducing re-booking of appointments and wasted trips for field technicians. The customer experience was enhanced by consolidating six front-office systems, providing a unified customer view to customer service executives.
"Hafslund is now on its way to realizing its customer service experience goals and is able to manage its customer interactions across different business segments, products and communication channels," said Egil Brækken, CIO, Hafslund.
"We are very impressed with Infosys' capability to rapidly carry out a transformational consulting exercise and then translate the recommendations into operational technology solutions. The Infosys teams very quickly integrated into the Norwegian cultural context and have leveraged their local presence in the Nordics to build teams working alongside Hafslund over the last 2 years on various engagements," said Hege Yli Melhus, EVP, Hafslund
"We enable our clients to transform their operations and derive business benefits using technology-driven solutions, and Hafslund is a good example of our ability to execute such partnerships," said BG Srinivas, Senior Vice President, Infosys Technologies. "We are proud of the success we achieved alongside the Hafslund team in Norway."