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Business Process Improvement
Utility companies have undergone a transformation driven by customer needs, regulatory compliance, deregulation and adoption of new technologies. However, this transition in discrete steps has led to gaps between processes. Companies need to streamline their processes and ensure cross functional process integration.
| Challenge | Solution | Benefits |
| Lack of process ownership and exceptions resulting in a continuous flow of unplanned work | Develop a framework that aligns business processes | Improved customer service and performance |
| Lack of focus on value-added activities such as definition of new products and services | Set performance measurement metrics and performance benchmarks | Better understanding of processes across functions resulting in coordination and collaboration across functions such as call center, billing and field |
| Existing processes cannot manage customer service expectations | Adopt an end-to- end approach integrating business process, technical architecture, integration framework, application design and development | Enhanced customer service at lower cost |
Infosys' Approach
Our approach optimizes credit and collections across functions, as illustrated below.
Infosys' Core Billing Exception Management solution
Our Core Billing Exception Management solution uses a business workflow model/cross-functional process map.
Blogs
IT for India's Power Sector - Necessary but not SufficientIn a system that loses money with every kilowatt-hour sold, what role can IT play?
Media Mentions
Fortune ranks Infosys 10 among Top Companies for Leaders 2007
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