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Customer Service Assessment Framework

Infosys' Customer Service Assessment Framework helps utilities assess customer service IT, business systems and processes. It identifies opportunities to build a robust, cost-effective and scalable customer service ecosystem.

Challenge	Solution	Benefits
Inability to accommodate new functionality in the Customer Information System (CIS), scale up and achieve business growth	Framework to solve business problems and address IT concerns	Areas of improvement in IT project management processes resulting in streamlined IT processes
Handling current business issues such as rebilling, presentation of invoices, credit handling, etc.	Choose between Assessment Engagement and Assessment Workshop model based on client-readiness	CIS ready for future growth/upgrade without major overhauls. Reduction in CIS maintenance costs
Overspending on CIS maintenance and support. Continuous pressure to ensure smooth business operations while reducing IT costs	Analytical framework for quick turnaround time for engagements of 4 weeks -12 weeks	Improved work flows result in better business process and employee productivity

Infosys' Methodology

Establish performance metrics for customer service processes and profile the "as-is" (current system) cost and performance to identify gaps, especially with high business impact
Identify business processes for more effective automation
Functional/technical quality analysis to identify applications that need to be enhanced from a business user and IT perspective

Infosys' Approach

Our Customer Service Assessment Framework assesses CIS by adopting either the Assessment Engagement or Assessment Workshop approach depending on the client's readiness.