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

Leverage Infosys proven expertise to deliver value and tangible benefits in your next project

For a vertically integrated US utility, Infosys modernized call-center applications, achieving

• Approximate 60 seconds reduction in AHT (Average Handling Time

• Removal of legacy front-end technology

• Optimum re-use of legacy back-end

• Reduction in Repeat calls

• Reduction in training time

• 65% reduction in number of screens per transaction

• Return of investments within 1.5 years

For a large utility in US with 4 subsidiary utilities, Infosys consolidated the CIS systems, achieving

• Significant cost savings by modernizing existing CIS (as opposed to full replacement)

• Workload reduction of approximate 100 FTEs

• Savings of US $10 million per year in O & M

• One common set of processes and systems backed by robust, flexible, scalable system for future growth and multi-channel deployment