Infosys Helps Citizens Energy Group Enhance Customer Experience and Billing

Infosys (NYSE: INFY), the global leader in next-generation digital services and consulting, today announced the successful implementation of next-gen Oracle Utilities Customer to Meter (C2M) at Citizens Energy Group (Citizens) to help them enhance overall customer experience and employee productivity with a new Customer Information System (CIS).

As the sole systems integrator, Infosys enabled Citizens with the customer service transformation program over a two-year period that included business process standardization, implementation of Oracle software platforms, and integration with Edge systems. This program modernized Citizens’ customer services, self-service, and meter data management processes for future scalability and flexibility to handle changing customer needs.

This engagement is one of the first few Oracle Utilities C2M based customer service transformations in the world. As part of the program, Infosys leveraged capabilities from its North America Innovation Hub in Indianapolis and Utilities solutions like the Infosys proprietary Preconfigured Accelerator for Customer Experience (PACE) on top of the Oracle Utilities technology stack.

Curtis Popp, Vice President of Customer Operations at Citizens, said, “We are excited to be live on our new Oracle C2M system. Infosys has been a trusted partner on our digital transformation journey and we heavily leveraged their depth of utility knowledge and best practices for implementing a modern customer service solution. This program will enable Citizens to transform our approach to customer service with a modern and agile CIS.”

Ashiss Kumar Dash, SVP and Segment Head – Services, Utilities, Resources, Energy, Infosys, said, “We are pleased to announce yet another successful completion of Customer Service transformation program on schedule for Citizens in Indianapolis. The utilities industry is going through an unprecedented change due to increased customer expectations, regulatory amendments while at the same time trying to keep pace with the dynamic technology landscape. By deploying a flexible, scalable and fully integrated Customer Information System based on Oracle C2M, Infosys has enabled Citizens to achieve elevated customer experience, higher operational performance, and seamlessly navigate the digital future.”


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