Infosys to help El Paso Water improve customer service, IT landscape

Information technology (IT) services company Infosys has announced a partnership with El Paso Water (EPWater), a municipal utility in El Paso, Texas, to help the latter with customer service and IT landscape transformation.

As part of the agreement, Infosys said it plans to leverage its Preconfigured Accelerator for Customer Experience (PACE) framework and accelerate the implementation of Oracle Utilities C2M, Customer Care and Billing (CC&B) platforms and cloud solutions to digitise EPWater’s customer engagement, self-service and billing platforms with accuracy and efficiency.

“In our past implementations, we have seen our utility clients reap numerous benefits from the flexibility, nimbleness, and cost-effectiveness of Infosys PACE solution on the Oracle C2M and CC&B platforms,” Ashiss Kumar Dash, senior vice president and segment head for services, utilities, resources and energy at Infosys, said. 

“With deep knowledge in areas of customer care and billing, Customer-to-Meter (C2M), meter data, and mobile workforce management guided by industry-best practices, Infosys is committed to delivering superior customer experience and employee engagement,” he said.

The Bengaluru headquartered IT services company will also deploy its Robotic Process Assistant on proprietary AssistEdge framework to enable EPWater to seamlessly automate repetitive processes. The company said it aims to modernise EPWater’s IT landscape with a scalable architecture to improve audit control mechanisms and financial transparency. 

This will ultimately elevate EPWater’s customer experience and bolster the productivity of its employees, while giving the organisation an agile and flexible platform that commits to minimum customisation, the statement said.

Commenting on the partnership, Marcela Navarrete, vice president of EPWater, said, “This is an ambitious undertaking with multiple system upgrades simultaneously, but it’s a necessary project to help us make a leap forward to improve both efficiency and customer satisfaction.”