Infosys Selected by Consolidated Edison to Digitally Transform Customer Service

By AIT News Desk On Jul 27, 2020

Will reimagine customer engagement and renew core utility meter-to-cash processes for better customer experience, more robust and flexible technology foundation, and reduced total cost of ownership

Infosys, a global leader in next-generation digital services and consulting, has been selected by Consolidated Edison Company (Con Edison), one of the oldest Fortune 500 utility companies serving New York City and surroundings, to digitally transform Con Edison’s customer service capabilities over the next four years.

Infosys will implement a new, state-of-the-art, comprehensive, utility-focused, commercial-off-the-shelf Customer Service System (CSS) that will help Con Edison’s strategic aspiration to deliver an improved customer service experience through a modern, flexible and efficient system. It will also enable Con Edison to keep pace with regulatory and technology changes, become technologically nimble, mitigate risks, and become cost effective. As a part of this association, Infosys will provide end-to-end program management, business process blueprint, design, development, testing, deployment and post go-live stabilization support services.

Ashiss Kumar Dash, SVP and Segment Head – Services, Utilities, Resources, Energy, Infosys,said, “Customer Service System modernization 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.”

Matthew Ketschke, Senior Vice President, Customer Energy Solutions, Con Edison, said, “The Con Edison CSS drives customer operations, and has a major impact on the core of our business. This strategic partnership with Infosys will help ensure that our new CSS environment meets the future needs of the business and mitigate enterprise risk.”

Janette Espino, General Manager, Customer Service System Program, Con Edison, said, “A Customer Service System 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. We are confident that the modern Customer Service System we are building with Infosys will facilitate the delivery of efficient solutions to address evolving customer expectations and business needs.”