El Paso Water Transforms Customer Service with Infosys

Digital transformations are happening across businesses today as the need for fast, convenient online services grows. For El Paso Water (EPWater), a municipal utility in El Paso, Texas - this process was a seamless one thanks to a partnership with Infosys (News - Alert).

The provider of next-gen digital services and consulting was selected to implement the Oracle Utilities C2M solution to change how the utility delivers customer experiences and improve audit controls and simplify IT functions.

As part of the strategic partnership, Infosys used its Preconfigured Accelerator for Customer Experience (PACE) to digitize EPWater's customer engagement and billing platforms.

Also, with Infosys' Robotic Process Assistant, it will be possible for EPWater to seamlessly automate repetitive processes and speedup efficiency without sacrificing quality.

"This is an ambitious undertaking with multiple system upgrades simultaneously,” said

Marcela Navarrete, Vice President at EPWater. “But it's a necessary project to help us make a leap forward to improve both efficiency and customer satisfaction."

With the new tools, EPWater can make employees more productive while delivering top-level customer care. Everything from financial transparency and audit control measurements is now provided.

Commenting on the partnership, Ashiss Kumar Dash, SVP and Segment Head - Services, Utilities, Resources, Energy, Infosys, 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 (News - Alert) C2M and Customer Care and Billing (CC&B) platforms.”

Earlier this year, Infosys announced it was also selected to improve and enhance customer services by Citizens Energy Group, a utility in the Indianapolis area providing safe and reliable utility services to about 800,000 people.

Edited by Maurice Nagle