Infosys at ASUG SAP for Utilities 2023

Event Overview

The 2023 SAP for Utilities Conference, presented by the Americas’ SAP Users Group (ASUG), brings together industry leaders, subject matter experts, SAP customers, and service providers. Infosys, a Gold sponsor, showcases SAP solutions to help utility enterprises address business challenges effectively.

Description

At the 16th annual ASUG SAP for Utilities, Infosys, and Southern California Edison (SCE) present a speaking session.

SCE implemented an SAP Service Cloud application as an agent desktop solution to address issues in call center operations, including high average call handling time and sub-optimal productivity of customer service representatives.

Infosys developed a bespoke SAP S/4HANA IS-U solution to streamline operations. Our solution shares a summarized view of the customer during the call, eliminating the need to navigate multiple screens for customer details. Access to real-time, accurate data empowers call center agents to resolve issues faster.

Speaking session

Topic: Getting the most from SAP Service Cloud
Date: Tuesday, October 10, 2023
Time: 10:30 AM – 11:10 AM CT
Venue: Sheraton II, Sheraton Grand Chicago Riverwalk, Chicago

Key takeaways

• How utilities can improve contact center KPIs
• How call center agents can be empowered with a 3600 view of customer data to boost quality of service
• How SAP Service Cloud can be customized to enhance contact center operations

Khoushik T.T. Thiruppathi, IT Solution Planning & Delivery – Customer Service Southern California Edison

Jashwanth Doshi, Technology and Digital Transformation Leader, Infosys