The client is a publicly traded water utility company that currently provides drinking water as well as wastewater treatment infrastructure and services to millions across 8 states in North America.

The client partnered with Infosys to help transform their business processes across multiple entities to drive efficiency and reduce operational expenses.

Key Challenges

  • Bringing together disparate applications and business processes into one integrated application (SAP S/4HANA)
  • First time users with limited exposure to SAP products and ERP applications
  • Voluminous data across multiple states to be cleansed and prepared to enable the configured “to-be” processes
  • Complex financial accounting requirements to support multiple legal entities across 8 states

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The Solution

Future-readiness for the Customer by Transforming Business Processes Using the Power of SAP S/4HANA

Infosys integrated and optimized processes across the client’s branches in multiple states. For this, we leveraged Infosys Catalyst, part of Infosys Cobalt, to implement a standardized and uniform solution for the core business to deliver on the client’s primary objectives of service improvement.

Infosys worked with the client to define robust L2, L3, and L4 processes for the finance, enterprise asset management, human capital management, and supply chain management modules. In addition, we established an asset hierarchy definition for all water and wastewater utility operations to accommodate future changes.

Infosys integrated key applications such as work management, customer service, integrated accounting platform, time management, and other bank gateways to ensure a complete set of operations from one core system.

We delivered a robust design for finance, supply chain, and enterprise asset management with several reports on SAP Business Warehouse to meet the client’s financial and operational regulatory reporting requirements.

Infosys set the foundation for the client to achieve transformation in the areas of customer service and billing.

  • Regulatory module implementation using SAP out-of-the-box solution for FERC and repurposing the design to meet water/wastewater reporting requirements by the National Association of Regulatory Utility Commissioners (NARUC) using an alternate account
  • Work management process definition, configuration, and implementation including integration with the existing field tool application
  • Automated work assignment to reduce manual review
  • Preventive maintenance planning and scheduling for regulatory processes such as sampling, mandatory visits, and non-regulatory general maintenance for all states


Up to 5x improvement in integration speed using the field tool application

Up to 25% O&M work auto-assigned to the workforce through our business rules framework solution

Improved user experience using the Fiori user interface

Streamlined O&M planning for over a million assets resulting in around 10,000 maintenance plans using about 40 maintenance strategies

Integrated capital budgeting and planning for assets

Leveraged SAP Controlling (CO) settlements and allocations to push service costs to states and subsidiaries. This has reduced manual journal vouchers, resulting in time and effort savings of up to 320 hours per month

Enterprise-wide finance and cost management, creating an effective consolidation process