Infosys to revamp customer engagement services of utility firm Con Edison

Infosys to revamp customer engagement services of utility firm Con Edison
Photo Credit: Reuters
27 Jul, 2020

New York based energy and utility company Consolidated Edison Company (Con Edison) has chosen IT services firm Infosys to aid with the digital transformation of its customer service capabilities, the Bengaluru based firm said on Monday.

During the four year partnership, Infosys will implement a new utility focused, commercial off-the-shelf Customer Service System (CSS) to renew Con Edison’s core utility meter-to-cash processes for better customer experience, and reduce total cost of ownership, a statement said.

“A CSS is one of the most strategic and mission critical systems within the utility enterprise, providing the technological capability for delivering high quality service to customers and enabling the demands of a number of new investments and public policy requirements,” Janette Espino, general manager of the Con Edison CSS programme, said.

Infosys will also provide end-to-end programme management, business process blueprint, design, development, testing, deployment and post go-live stabilisation support services to its latest client, the statement said.

The deal, it said, will also enable Con Edison to keep pace with regulatory and technology changes, become technologically nimble, mitigate risks and become cost effective.

With about $13 billion in annual revenues and $59 billion in assets, NYSE-listed Consolidated Edison provides energy-related products and services through several subsidiaries. 

“Customer Service System modernisation replacement initiatives for utilities such as Con Edison are particularly complex given how central and interconnected these systems are to the core utilities business model. With context aware solutions, deep domain knowledge, and a de-risked implementation plan, this partnership will enable Con Edison to not only provide superior customer experience but also meet dynamic business requirements,” Ashiss Kumar Dash, head of services, utilities, resources and energy segment at Infosys, said.

Infosys’ disclosures on a growing client book has shown a steady growth since earlier this month, when it posted better-than-expected first quarter earnings. It forecast a revenue growth in the 0% and 2% range for the full financial year 2021.

Last week, it entered into a long term partnership with German chemical manufacturing firm Lanxess to transform the latter’s IT infrastructure and build a digital workplace in the wake of the Covid-19 pandemic.

It also signed a multi-year partnership deal with Pennsylvania-based investment management firm Vanguard to digitally transform the financial services firm’s defined contribution (DC) recordkeeping business. The deal is reportedly pegged at $1.5 billion.