Infosys to help El Paso Water in customer service transformation

El Paso Water (EPWater), a municipal utility in Texas, has selected Infosys as its partner in transforming its legacy customer information systems (CIS) with Oracle Utilities Customer to Meter (C2M).

Infosys said that it will make use of its Preconfigured Accelerator for Customer Experience (PACE) for digitizing the customer engagement and billing platforms of El Paso Water.

Marcela Navarrete – El Paso Water Vice President 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.”

The Indian IT consulting company, which is a platinum level member of the Oracle Partner Network (OPN), will help El Paso Water speed up the implementation of Oracle Utilities C2M on a platform-as-a-service (PaaS) model, along with cloud solutions for Customer Self Service and Mobile Workforce Management, with its PACE framework for delivering both accuracy and efficiency.

According to Infosys, the transformation will help El Paso Water with an agile and flexible platform that commits to minimum customization with enhanced system agility and interoperability.

Furthermore, Infosys’ Robotic Process Assistant on its AssistEdge framework will help the municipal utility to automate repetitive processes in a seamless manner.

Infosys to help El Paso Water in customer service transformation. Photo courtesy of Infosys Limited.

Infosys said that the implementation enables El Paso Water to make use of new tools and processes to boost customer experience and strengthen employee productivity. As part of the partnership, Infosys will simplify and modernize the IT landscape of the El Paso municipal utility with a scalable architecture to enhance audit control mechanisms and financial transparency.

Ashiss Kumar Dash – Infosys SVP and Segment Head of Services, Utilities, Resources, Energy said: “We are delighted to partner with EPWater in their customer service transformation journey. 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 Customer Care and Billing (CC&B) platforms.

“With deep knowledge in areas of Customer Care and Billing, C2M, meter data, and mobile workforce management guided by industry-best practices, Infosys is committed to deliver superior customer experience and employee engagement.”