Infosys announced the deployment of 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).
Infosys, as the sole systems integrator, enabled Citizens Energy Group 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 Energy Group’s 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 Energy Group, 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.”
“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,” Ashiss Kumar Dash, SVP and segment head – Services, Utilities, Resources, Energy, Infosys, said.