Utilities Customer Service Transformation using SAP

The client is one of the largest power utilities servicing reliable electricity on the US west coast. The utility embarked on a journey to modernize its three-decade old ageing mainframe-based Customer information system (CIS) to a modern solution using SAP S/4HANA’s CR&B (Customer Relationship and Billing) and Cloud for Customer (C4C). Infosys was selected as the prime system integrator to deliver this complex business and technology transformation program.

Key Challenges

The legacy CIS system was inflexible in supporting the next generation of customer service processes, had a high lead time for meeting regulatory requirements and was costly to operate, maintain and upgrade
Utility wanted to be at the forefront of customer experience that can only be possible with a modern CIS system
Safety and reliability of utility service was extremely important

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The Solution

Transforming Utility Customer Service and CIS Modernization with SAP S/4HANA CR&B

Infosys, as the prime system integration was responsible for delivering the end-to-end transformation of the CIS replacement program.

As part of the program scope, Infosys addressed over 9,000 business requirements and mapped these into the SAP system using 85 core meter-to-cash business processes. Infosys was responsible for configuring more that 200 base rates and innumerable riders, integrating usage from Itron’s smart meter data management system, bill print using OpenText solutions and configuring payments, credit & collection processes.

The new agent and account management application was delivered using SAP Cloud for Customer solution. 200 interfaces were developed, integrated with 84 third parties and 48 edge systems using SAP CPI, PO, Multi-Channel Foundation, MFT and DataPower technologies. 500 reporting requirements were delivered using a combination of SAP BW, BusinessObjects, HANA and Hadoop analytic tools.

Infosys also implemented iEnergy, an SAP certified cloud-based solution for energy efficiency programs. As part of the data conversion, Infosys migrated more than 1.3 billion records representing customer account and transactional data, using SAP Data Services and Information Steward.

As the prime system integration provider, Infosys was responsible for delivering the end-to-end transformation of the CIS replacement program

End-to-end successful deployment of Utility’s 5.5 million customer base onto the new SAP S/4HANA CR&B and C4C solution meeting all program, technology, and business outcomes