Digital transformation using Oracle CC&B for a leading energy company

Situation

Our client, a leading energy company, embarked on a digitization program of legacy services and systems with diverse technologies. This legacy technology had a high cost due to manual and complex services, and it was unable to handle changing business and regulations. By transforming their sales, service and billing systems using Oracle CC&B, they intended to improve business KPI target achievements.

Solution

• Infosys Consulting implemented business process standardization across three operating companies, achieving low cost of operations, improved business alignment, and better quality and customer services.
• We implemented real time payments and improved billing of complex multi-metered accounts. The program also significantly enhanced their customer analytics capability and laid the foundation to enable future customer service improvements.
• Our team also implemented robotic process automation to support automation of tasks and faster resolution of exceptions and operational efficiency, reducing unbilled revenue post go-live.
• Ultimately, our team delivered a 67% improvement in average speed to answer, a 20% improvement in calls answered within 30 seconds, and 99.97% bill accuracy.
• The client was also back to business as usual in eight weeks.