Infosys helps Fayetteville Public Works Commission improve customer experience and become Smart Grid ready

Infosys-LogoFayetteville, North Carolina, November 4, 2014: Infosys, a leader in consulting, technology, outsourcing and next generation services, today announced that it is helping Fayetteville Public Works Commission (FPWC) become more customer centric, operationally efficient, agile and smart grid ready.

The two-year transformation program saw Infosys overhauling FPWC’s core ERP business processes and implementing Oracle software platforms along with the Infosys Customer Self-Service Energy Manager (CSEM) solution. Infosys CSEM, which is part of the Infosys Smart Grid Suite of products, helps utilities enhance customer experience through self-service and manage usage through adoption of energy efficient programs. The transformation program covered critical functions across FPWC including customer service, finance, human resources, supply chain, work management and field services.

The new solution implemented by Infosys enables FPWC to:

  • Streamline the billing processes and respond faster to service requests through a 360 degree view of customer data
  • Offer customers greater visibility into their monthly bills through a new website and additional statistics on water and electricity service usage
  • Improve communication between customer service representatives, dispatchers, and technicians, to boost workforce productivity, reduce missed appointments, service backlogs and overtime costs
  • Comply easily with regulatory requirements of multiple organizations including the North American Electric Reliability Corporation, the Federal Energy Regulatory Commission, the North Carolina Utilities Commission and other cyber security enforcement agencies 

Rajesh K. Murthy, Executive Vice President and Global Head, Energy, Communications and Services and Resources and Utilities, Infosys, said, “The utilities industry is going through an unprecedented change due to falling costs of distributed generation and increasing regulatory changes. Additionally, the growing need for capital investment to upgrade the grid and improve customer experience, makes it even more challenging. By deploying a flexible, scalable and fully integrated suite of enterprise applications, Infosys has enabled FPWC to drive improved customer experience, achieve higher operational performance, and easily integrate smart grid technologies in the future.” 

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