Infosys Case Study on Legacy CIS Modernization & how Infosys delivered Business Value.

1. Legacy CIS Modernization
Why modernize your Customer Information Systems (CIS)?
Customer Information Systems are the backbone of typical utilities operations. CIS have more direct impact on the fortunes of the
utility than any other system. Each year, utilities take stock of their Customer Care operations, and many times the core issues around
performance come back to the CIS. Utilities today are also embarking on a Smart Grid journey and implementing Smart Metering systems.
Therefore, the CIS must be agile, flexible, and scalable to leverage these new capabilities.
Modernizing CIS is the need of the hour, including need to replace legacy technology and proprietary platforms.
Modernize CIS the Optimal way
Full-scale CIS replacement projects could be risky, costly and involve huge change management. Infosys’ Legacy CIS Modernization
solution helps utility companies modernize their CIS in a phased manner, by optimizing existing investments using a custom approach.
The Infosys Advantage Why Infosys should deliver your next project?
Infosys Legacy CIS Modernization solution offers a low-risk approach to modernization, bringing in the following advantages:
• Customized approach involves application of techniques to meet the specific objectives of modernization - no ‘one size fits all’
approach. Every utility and its CIS are unique and will need its own modernization roadmap
• Tools, frameworks and accelerators for faster time-to-market
• Technical and domain expertise-with rich experience in understanding, assessing and enhancing complex and monolithic CIS
applications
• Proven track record of executing CIS Modernization engagements for many leading utilities
• Our four-phased approach ensures success for your CIS Modernization initiative

2. Leverage Infosys proven expertise to deliver value and tangible benefits in your next project
For a vertically integrated US utility, Infosys modernized call-center For a large utility in US with 4 subsidiary utilities, Infosys
applications, achieving consolidated the CIS systems, achieving
• Approximate 60 seconds reduction in AHT (Average • Significant cost savings by modernizing existing CIS (as
Handling Time opposed to full replacement)
• Removal of legacy front-end technology • Workload reduction of approximate 100 FTEs
• Optimum re-use of legacy back-end • Savings of US $10 million per year in O & M
• Reduction in Repeat calls • One common set of processes and systems backed by
• Reduction in training time robust, flexible, scalable system for future growth and
multi-channel deployment
• 65% reduction in number of screens per transaction
• Return of investments within 1.5 years