Transforming Outbound Customer Journeys for Global Commodities Leader
Customer experience is a key differentiator in today’s highly competitive business landscape. Transforming customer experience involves understanding their expectations across numerous touchpoints, nurturing positive interactions, and leveraging technology to optimize processes. For organizations that are focused on sustainable and efficient resource production, long-term value from operational excellence as well as social value from customer experience are critical.
Infosys has extensive customer experience capabilities that extend from process modernization to identification and implementation of the right solutions. We help organizations create engaging customer experiences by understanding the outbound customer journey, identifying interaction points, and testing experiences for the desired outcome. Recently, Infosys collaborated with a global resources company to deliver intuitive, digital customer experience.
Client Brief
The client is a leading producer of essential commodities such as iron ore, copper, and metallurgical coal. Their manually managed outbound customer journey was time-consuming, effort-intensive, and error-prone. Duplicate systems, inefficient operational workflows, and a lack of customer-facing technology tools compounded the challenges. They needed a solution that could streamline operations, elevate customer experience, and optimize their supply business model.
Infosys Solution
Infosys partnered with the client to implement two customer transformation solutions. The first is a custom-designed internally focused interface, digitalizing end-to-end customer journeys and enhancing sales flexibility as well as placement options. It ensures overall sustainability of the client’s sales channels. Infosys implemented and integrated SAP Customer Experience tools with the client’s sales transaction and document management systems to create the second solution – a client-centric, intuitive digital interface that provides customers with an efficient and seamless sales experience. Secure and consistent, it is accessible anytime, anywhere. Together, the two solutions have transformed the client’s customer experience while providing the adaptability to scale as per future needs.
Business Benefits
The implementation of the customer transformation digital solutions has delivered significant benefits. End-to-end digitalization of the value chain has helped the client streamline processes, eliminate inefficiencies from manual tasks, and increase operational speed. The customization capabilities of the platform have helped them foster a culture of collaboration with their customers, driving innovation, enhancing performance, and facilitating informed decision making. It is further serving as an additional sales channel, seeing over 300 successful deals since launch. Reducing sales concentration and mitigating placement risks, the platform also proved to be a pivotal tool in managing product viability and boosting portside market participation. Sales volumes are up by more than six million tons with over US $600 million in additional revenue. With a customer impression score of 9/10, the Infosys-led customer experience transformation platform increased customer satisfaction and long-term customer stickiness, as well as positively impacted client’s business performance.
Sriram Sundar, VP & Business Head- Energy Core, Infosys
