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CUSTOMER SERVICE OF INFOSYS

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CERTIFICATE

NAME ROLL NOMR.ASHOK BALGAR ROLL NO.-69MR.MANGESH BAIRAGI ROLL NO.-102MR.RAVI DESHMUKH ROLL NO.-85

MR. ROHAN MOHITE ROLL NO.-87MR.VISHAL KHEDKAR ROLL NO.-89

of BACHELOR OF MANAGEMENT STUDIES, SEMISTER SECOND, have undertaken and completed the project work titled “CUSTOMER SERVICE OF INFOSYS” during the academic year 2011 – 2012 under the guidance of PROF. RAKHI .

This is a bonafide project work and the information presented in it is true and original to the best of our knowledge and belief.

Project Course Principal

Guide Co-ordinator

(Prof.RAKHI) (Prof. Mr.D.M. ( Dr. Mrs. Shakuntala

Murdeshwar) A. Singh)

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ACKNOWLEDGEMENT

This project ‘CUSTOMER SERVICE OF INFOSYS’ is a result of co-operation, hard work and good wishes of many people. We would like to thank our project guide Prof. RAKHI for her involvement in our project work and timely assessment that provided us inspiration and valued guidance throughout our study.

We are highly indebted to Dr. Mrs. Shakuntala A. Singh, Principal K.G. Joshi College of Arts & N.G. Bedekar College of Commerce, for giving us an opportunity to do a project. We would like to thank Prof. Mr.D.M. Murdeshwar , course co-ordinator, for his friendly guidance and constant encouragement.

We would like to express our gratitude towards our parents, our teachers of K.G. Joshi College of Arts & N.G. Bedekar College of Commerce, the library staff and our college friends whose co-operation, encouragement and efforts have helped us in giving the final shape and structure to the project.

Our thanks and appreciations also go to our college mates and to all those people who have willingly helped us out with their abilities.

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INDEX

Sr. No.

Topics Page No.

Remarks

1. INTRODUCTION TO CUSTOMER SERVICE

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2. PROFILE OF THE COMPANY- INFOSYS 5- 6

3. PRODUCTS AND SERVICES OF INFOSYS

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4.a CUSTOMER 8- 17

4.b COMPETITION 18

4.c CHANGE 19- 21

5. CONCLUSION 22

6. BIBLIOGRAPHY AND WEBLIOGRAPHY 23

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Introduction to Customer Service

Customer Service is the process by which your organisation delivers its services or products in a way that allows the customer to assess them in the most efficient, fair, cost effective and humanly satisfying and pleasurable manner possible.

Customer service  is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest, "According to Micah Solomon. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other key performance indicators (KPIs).

In the past, It was our great leader Mahatma Gandhi’s Vision of Good Customer Service. He stated as follows-

A Customer is the most important visitor on our premises. He is not dependent on us. He is not interruption on our work. He is the purpose of it. We are not doing a favour by serving him. He is doing a favour by giving us as opportunity to do so.

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Profile of InfosysProfile of Infosys Infosys Limited (formerly Infosys Technologies Limited) is an Indian multinational provider of business consulting, technology, engineering, and outsourcing services. It is headquartered in Bangalore, Karnataka. Infosys is the third-largest India-based IT services company by 2012 revenues. Of this revenue, the majority comes from international business. In 2009, Infosys collected 1.2% of its income from the domestic Indian market.

Infosys was co-founded in 1981 by N. R. Narayana Murthy, Nandan Nilekani, N. S. Raghavan, S. Gopalakrishnan, S. D. Shibulal, K. Dinesh and Ashok Arora after they resigned from Patni Computer Systems. The company was incorporated as "Infosys Consultants Pvt. Ltd." in Model Colony, Pune as the registered office and signed up its first client, Data Basics Corporation, in New York. In 1983, Infosys corporate headquarters was relocated to Bangalore. In 1999, Infosys achieved Capability Maturity Model level 5 certification.

In recent years, Infosys has begun shifting operations to the  United States and other countries outside of India, announcing a new office in Milwaukee, Wisconsin to service Harley-Davidson, being the 18th international office in the United States. Infosys hired 1,200 United States employees in 2011, and expanded the workforce by an additional 2,000 employees in 2012. Globally, Infosys has 67 offices between the US, India, China, Australia, Japan, Middle East, UK, Germany, France, Switzerland, Netherlands, Poland, Canada.

In 1996, Infosys established the Infosys Foundation, to support the underprivileged sections of society. Infosys Labs is organized as a global network of research labs and innovation hubs.

Awards and Recognitions

Infosys ranked among the most innovative companies in a Forbes survey, leading technology companies in a report by The Boston Consulting Group and top ten green companies in Newsweek's Green Rankings. Infosys was voted India's most admired company in The Wall Street Journal Asia 200 every year since 2000. The corporate governance practices were recognized by The Asset Platinum award and the IR Global Rankings. It was also ranked as the 15th most trusted brand in India by The Brand Trust Report . Now mainly, it has achieved the NASSCOM Business Innovation Award for its customer satisfactory service ‘Infosys edge.’

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Most Appreciating partners- Procter and Gamble, Oracle.

Vision and Mission of Infosys

Infosys International Inc. has a solid reputation as a business and information technology consulting company.

VisionTo help clients meet their goals through our people, services and solutions

MissionInfosys International Inc. is dedicated to providing the people, services and solutions, their clients need to meet their information technology challenges and business goals.

Work to understand the needs and requirements of our clients before proposing a solution

Develop responsive proposals that provide cost-effective solutions to our clients needs

Deploy the right mix of people and products to deliver value-added services and solutions to our clients

Follow-up on the quality of our services and solutions to our clients

Appreciate the trust that our clients put in us as we work with them to improve their business and information technology.

Partnerships

In addition to providing technical expertise in a diverse range of Information Technology services, INFOSYS has also established relationships with some of the top hardware and software manufacturers to provide our clients with additional expertise and support services. Some of our current value-added partnerships include: Computer Associates, Microsoft, People – Soft, Cisco systems, Oracle, Sybase, Novell, Hewlett Packard, Information Builders, International Business Machines and SMC Networks.

When clients partner with Infosys, they help them solve their most complex challenges with their vast domain expertise across the utilities value chain

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and 10 years of Smart Grid experience leverages strong alliances with IT partners to create best-of-breed solutions for the utilities industry. They do Business Transformation, Accelerating Innovation and Efficient Optimization.

Industries Giving Services To-By Infosys

Aerospace & defense, airlines, automotive, communication services, consumer packaged goods, education, energy, Financial services, healthcare , high-tech, hospitality and leisure, industrial manufacturing, insurance, life sciences, Logistics and distribution, media & entertainment, publishing, public sector , resources, retail and other utilities. The customers are mainly from International market.

SERVICES

Business ServicesManagement Consulting

Business Applications-Oracle

SAPSustainability Services

Technology ServicesApplication Management

Infrastructure ManagementTestingCloud

Enterprise MobilityEngineering Services

Outsourcing ServicesApplication Outsourcing

Infrastructure OutsourcingBusiness Process Outsourcing

Customer ServiceFinance & Accounting

Human ResourcesSourcing & Procurement

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CUSTOMER SERVICE

There are 3C’s of Customer Service

I. CUSTOMER

Customers are the center of business. How Infosys satisfies them is under.

Products and platforms

FinacleCore Banking

Digital CommerceDirect Banking

e-BankingInclusion Solution

Islamic BankingMobile Banking

TreasuryWealth Management

EdgeAssistEdgeBrandEdge

CommerceEdgeProcureEdge

SocialEdgeTalentEdgeTradeEdge

WalletEdge All Infosys Edge Platforms

New ProductsFlypp - Application Marketplace

Customer Self-Service Energy Manager

iTransform - ICD-10 Migration Suite

Omni-Channel Personalization Engine

Real-Time Expertise ManagerTrade Origination System

All New Products

CHANGE

COMPETITION

CUSTOMER

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Introduction to Customer Service of Infosys

A.Powering Business Value Today, for Tomorrow's Personal Consumption More smiles per kilowatt hour. That's what utilities enterprises really need – to raise the bar on service. This calls for intelligent and cost-effective IT solutions that deliver multi-channel reach and integrated views, and enable swift and accurate responses.

Identifying initiatives like self-service customer portals, customer service integration and call workflow optimization not only reduces service leakages and empowers agents, but also takes customer experience, awareness and participation to new heights.

B.Challenges & Opportunities

Creating winning customer experiences: A dissatisfactory experience can lead to negative responses, additional spending, delayed projects, and the dilution of brand equity in the connected world. On the other hand, strategic planning and investment in customer engagement are key factors in aligning utility enterprises with rising customer expectations.

Emerging technologies: The evolution of communication channels, smart grid and CRM capabilities are driving the modernization and integration of customer service operations and IT systems. With new capabilities like in-depth customer segmentation, mobile customer applications and social media platforms, utilities now have more avenues to create winning relationships.

How Infosys Delivers Business Value

Engaging with Infosys translates to minimized project risk owing to our proven process and delivery quality, as well as reduced operating cost through our Global Delivery Model. Our experienced utilities domain professionals are committed to creating the best technology and business outcomes for customer service. Armed with accelerators and tools, they create innovative solutions and

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also formulate multi-channel communication strategies that can revitalize customer retention. Customer service focus areas at Infosys include:

Customer Information System (CIS) modernization and replacement: Our offerings leverage new and improved smart grid capabilities and investments to provide cost-effective solutions and improved performance.

Unified communications: We bring together the best of social media, communications and mobility tools to deliver a smart customer experience that is high on co-creation and satisfaction.

Business transformation initiatives: We enable utility enterprises to increase operational efficiency, improve customer service levels and optimize new Advanced Metering Infrastructure (AMI) and smart grid services.

Customer Relationship Management (CRM): Our solutions help create lifetime customer value while tailoring messages for key customer segments. THE CU ST OMER EXPERIENCE M A TURITY MODEL ( C XM M ) of/by Infosys-

How good is your organization at planning and delivering outstanding customer experiences? Our Customer Experience Maturity Model has five stages of maturity; based on how advanced an organization is in three capabilities: insight, culture, and experience design. 1. Customer Insight: Does your business have an accurate,

data- driven picture of customers, their needs, and their behaviors?

2. Customer-Focused Culture:Does the whole business revolve around providing value and service to customers?

3. Customer Experience Design: Has the business actively designed a differentiated experience at all touch points?

The Stages of Maturity Becoming so customer-centric that you develop devoted evangelists doesn’t happen overnight. It’s a journey with several stages, and these are the stages of our Customer Experience Maturity Model.

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Stage 1- The customer is Ignored.Business is inward-looking. Has only a basic understanding of (and interest in) who customers are or what they want. Customers often believe the business doesn’t understand or care about them. Customer experience is inconsistent and often unpleasant.

Stage2- The customer is heard Business has a good understanding of who customers are and how they feel, and uses this insight to make adjustments to the customer experience. Customers may believe the business is interested in learning from them, but they don’t have much attachment to the brand.

Stage 3- The customer is understood Business has programs that drive deep insight, track customer preferences, and ensure a consistent experience. Customers believe their needs are mostly addressed by the products and services offered. There is a clear linkage between customer insight and products.

Stage 4- The customer is Engaged Business has a comprehensive, actionable picture of customers, and a culture of accountability. This gives it differentiation in the market and generates loyalty. Customers believe the business cares about them, and they trust the company. Customers demand increased value, and they are rewarded for their loyalty. They are willing to spend more for the assurance of a consistently positive experience.

Stage 5- The customer is Passionate Business has such strong relationships with customers, it has become the undisputed industry leader in Net Promoter Score and customer retention. Customers are passionate evangelists. They feel privileged to associate with the company and share stories of their positive experiences with

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others. They are of thinking that- “Great Customer Experiences don’t happen by accident. They are Planned, Designed and Actively Managed.”

Infosys Service difference-

THE INFOSYS WAY

• Change the success criteria of your customer service function from an incident management focus to a knowledge-enabled customer advocacy focus (the right metrics include increased first call resolution and reduced overall fault cycle time).

• Differentiate customer experience by introducing proactive and

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predictive assurance capabilities in customer service operations.• Create a self-learning operational customer service organization that

continually updates and refreshes its knowledge base for increased product and business agility.

Infosys Customer Information systems

Customer Information System (CIS) provides customers with access to injury management and claims information through a secure website. The service is provided to Comcare customers free of charge, and you can use it to improve the measurement and monitoring of your agency’s injury management and claims performance. Utilities continue to seek ways to lower the Total Cost of Ownership (TCO) of Customer Information Systems (CIS). They require cost-effective solutions, which reduce support and maintenance costs, while improving the reliability, quality and performance of CIS. Infosys' Utility CIS Support and Maintenance offering creates business value for Utilities by delivering a superior, reliable service at an affordable cost. Infosys proven methodology for CIS Support and Maintenance Framework Tools, honed from abundant experience in similar engagements, accelerates every step in the process.

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How they did it?

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The Advantages

Customized approach involves application of techniques to meet the specific

objectives of modernization

Tools, frameworks and accelerators for faster time-to-market

Proven track record of executing CIS modernization engagements for many

utilities in the U.S.

Rich experience in understanding, assessing and enhancing complex and

monolithic CIS applications

Call center productivity improvement through workflow optimization

Infosys' Work Flow Optimization (WFO) solution is a next-generation Customer

Information System (CIS) framework. It enhances customer satisfaction while

improving operational efficiency.

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Customer Service Assessment FrameworkCustomer Information Systems (CIS) must be agile, flexible and scalable to leverage new capabilities. Infosys' Customer Service Assessment Framework helps utility companies assess their customer service landscape (business and technology) and provides a road map for the customer service portfolio. The road map includes business process improvements, technology upgrade options, as well as associated benefits and risks. Infosys' workshop-based assessment framework is illustrated alongside: The overall assessment framework follows the ensuing logical steps:

Establish Current/ Best Practices Framework Identify Process Improvements Perform Functional/ Technical Quality Analysis Final Recommendation/ Refinement

The Assessment framework is enabled by the following accelerators: Team of domain and technical experts, bringing in experience from other Utilities Blueprint, process maps for CIS impact due to AMI implementation Pre-defined questionnaires based on AMI Value Realization Methodology

Framework to assess the impact of CIS changes Point of view for AMI implementation roadmap Estimation models for budgetary cost for CIS modernization/ enhancements

Infosys Advantage Well-defined and proven custom approach to customer service assessment Framework and tools to accelerate each step of the process Infosys' rich experience on similar engagements

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Customer Service Integration and ConsolidationInfosys' Customer Service Integration and Consolidation solution provides a cost-effective and low-risk approach to extract maximum business value from M&A. It helps consolidate and integrate customer service operations of merging companies in a phased manner, thereby resulting in improved operational effectiveness and productivity.

The overall Post-Merger Integration framework is illustrated alongside:

UAD solution

consolidates User Interface (UI) to achieve operational as well as process consolidation. Key benefits include:

Reduced cost of customer service operations while improving service Reduced cost of systems integration Shortened duration of systems integration Reduced risk and change impact

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Customer Self - Service Solution for customers by Infosys-

Advantages

Appropriate solution-based approach with customized plug-and-play components, which can be easily integrated with utility-specific applications

Tools, frameworks and accelerators for quicker time-to-market Proven track record in implementing the solution for multiple Utilities

worldwide Infosys' web-based self-service solution approach helps Utility companies

achieve business transformation and deliver “smart” customer experiences. The Customer Self-Service solution creates benefits for each partner in its

value chain. The Infosys Customer Self-Service Energy Manager, part of the Infosys

Smart Grid Suite, helps electricity, gas and water utilities ensure customer delight through sustainable energy management and revitalized customer service.

Its site- Infosys Assist Edge the 1st integrated cross channel product for contact centers to transform customer service experience for customers. It includes information, notices and other activities for its customers.

Infosys ‘socialedge’ Customer Care- Enabling customer experience management that's more social, intelligent and collaborative.

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II.Competition for INFOSYS-

Name Last Price Market Cap.(Rs. cr.)

SalesTurnover

Net Profit Total Assets

TCS 1,447.70 283,346.88 38,858.54 10,975.98 24,952.86

Infosys 2,812.75 161,518.28 31,254.00 8,470.00 29,757.00

Wipro 395.80 97,471.43 32,053.60 4,685.10 29,595.70

HCL Tech 708.25 49,192.34 8,907.22 1,950.42 7,305.45

OracleFinancial 2,931.00 24,628.07 2,605.85 1,089.23 6,247.04

Mahindra Satyam 115.90 13,641.69 5,964.21 1,202.80 4,567.90

Tech Mahindra 1,002.00 12,817.73 5,243.02 460.55 4,569.80

MphasiS 343.00 7,208.07 3,420.84 611.04 3,901.16

Financial Tech 929.50 4,283.00 425.55 478.03 3,017.56

MindTree 796.95 3,322.43 1,915.20 218.70 1,002.00

Hexaware Tech 80.75 2,394.60 912.47 285.60 858.55

Persistent 534.60 2,138.40 810.36 137.39 838.39

Infotech Enter 163.15 1,820.80 863.80 158.60 1,034.94

NIIT Tech 260.25 1,566.23 827.46 113.12 641.85

Polaris Tech 124.95 1,492.96 1,749.91 183.41 1,130.77

That may well take the shine off strong January-March results for companies such as Infosys(INFY.NS) and Tata Consultancy Services(TCS.NS), which benefited from cost-conscious customers bumping up demand. The results are set to be released over the next few weeks. Investors will focus on what the companies in India's $100 billion information technology and back-office services outsourcing sector project for growth, their hiring plans as well as comments on the pricing environment and outlook for discretionary spending by clients. Business confidence is also fluctuating," he said. "In such a scenario, customers are also very hesitant on how to go about their (technology spending) budgets. Reflecting the concerns on the sector's outlook, shares of IT companies have been laggards in 2012. Shares of Infosys, which has a market value of about $31 billion, are up a modest 1.6 percent this year, while those of Tata Consultancy are down about 2 percent and the sector index has added 4.3 percent. Tata Consultancy, Infosys and No. 3 exporter Wipro (WIPR.NS) are also facing increased competition from bigger global rivals such as IBM (IBM.N) and Accenture for a bigger share of the outsourcing business.

The competition for the leading Indian software companies is likely to intensify after smaller rival Tech Mahindra last month bought the remaining stake in unit Mahindra Satyam, becoming India's No. 5 software exporter by revenue.

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III.Change for Infosys-

Infosys 3.0

Infosys (INFY) released its fiscal third quarter 2013 earnings report with better than expected results on all fronts. The Indian IT bellwether reported rupee revenue of Rs 10,424 crore ($1.88 billion US). The number beat analysts' expectations by approximately Rs 500 crore ($~90 million US). Net profits were also higher than expected coming in at Rs 2359 crore ($423 million US) versus and estimated at Rs 2200 crore ($394 million). In dollar terms revenue increased by 6.3%, which includes revenue from the Lodestone acquisition which was completed in the quarter. Infosys is a cash generating powerhouse and produced operating cash flow of 103% of net margins for the quarter.

Business looks strong as well, as Infosys won eight big contracts totaling to $730 million during the quarter. Four of the deals were in the United States, while three are in Europe and one in India. The deals include new client engagements as well as renewal and expansion of existing programs. The company also added 53 new clients, launched 20 new products and platforms over the last year and sold to over 70 unique clients.

This strong performance will likely get shareholders off of management's back for a little while. Infosys, like Apple (AAPL) is sitting on a large pile of cash that many shareholders felt management has been too conservative with. The Lodestone acquisition was a good beginning it was thought but more needed to be done as organic growth was thought to be a more distant proposition. So, while Apple is content to run one of the world's largest hedge funds with its pile of cash - further proof of a management that lacks vision in its core competencies - Infosys is being selective in how it deploys what it has saved.Infosys closed the acquisition of Zurich-based consulting firm Lodestone for total of $350 million. The acquisition was announced in September. While Lodestone is expected to contribute $104 million to Infosys full year revenue the real value for it to Infosys comes from its extensiveInfosys (INFY) released its fiscal third quarter 2013 earnings report with better than expected results on all fronts. The Indian IT bellwether reported rupee revenue of Rs 10,424 crore ($1.88 billion US). The number beat analysts' expectations by approximately Rs 500 crore ($~90 million US). Net profits were also higher than expected coming in at Rs 2359 crore ($423 million US) versus and estimated at Rs 2200 crore ($394 million). In dollar terms revenue increased by 6.3%, which includes revenue from the Lodestone acquisition which was

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completed in the quarter. Infosys is a cash generating powerhouse and produced operating cash flow of 103% of net margins for the quarter.

Business looks strong as well, as Infosys won eight big contracts totaling to $730 million during the quarter. Four of the deals were in the United States, while three are in Europe and one in India. The deals include new client engagements as well as renewal and expansion of existing programs. The company also added 53 new clients, launched 20 new products and platforms over the last year and sold to over 70 unique clients.

This strong performance will likely get shareholders off of management's back for a little while. Infosys, like Apple (AAPL) is sitting on a large pile of cash that many shareholders felt management has been too conservative with. The Lodestone acquisition was a good beginning it was thought but more needed to be done as organic growth was thought to be a more distant proposition. So, while Apple is content to run one of the world's largest hedge funds with its pile of cash - further proof of a management that lacks vision in its core competencies - Infosys is being selective in how it deploys what it has saved.Infosys closed the acquisition of Zurich-based consulting firm Lodestone for total of $350 million. The acquisition was announced in September. While Lodestone is expected to contribute $104 million to Infosys full year revenue the real value for it to Infosys comes from its extensive client base -- adding more than 200 across a variety of industries to Infosys.

Infosys outright denied the report of the newspaper that it plans to sack approximately 5,000 "non-performing" employees and at present has total staff strength of 155,629. The outlook of the Indian IT Industry is to remain gloomy due to uncertainty in the key U.S. and European market.

Infosys 3.0

The new strategy of Infosys has been termed as Infosys 3.0 and it has already begun to show benefits. I would expect another Lodestone-type transaction in the future while the company continues to shift a greater portion of its resources to consulting versus IT outsourcing, which are easier to acquire but whose margins are eroding as other players likeWipro (WIT) and Tata Consulting Services (TCS) have driving prices down. This has plagued the company for a few quarters and it looks like it has begun to turn that corner, guiding a 3% organic business growth target for Q4 FY 2013.According to a recent interview on Bloomberg of Infosys' CEO, it does not sound like they are planning on another acquisition in the near future and that uncertainties about the situation in India and around the world, especially currency instability, are still having a depressing effect on business investment. The

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situation in Europe will continue to be challenging and Infosys is banking on growth there. With the ECB tightening its balance sheet and strengthening the Euro for 2013 I expect the European periphery to begin to improve on cheaper effective energy prices. Infosys will pick up outsourcing clients in that environment to support that organic growth target.

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CONCLUSION

We the group, have done a brief project on ‘Customer Service Initiatives done by Infosys.’ The project explains about How Infosys have transformed the customer service experience for their clients. It tells about the numerous services, products offering a good variety for clients. It also showcases the competition level and accordingly the changes adapted by Infosys. The Infosys technologically too has proven good. This all focuses on one topic i.e. a good Customer Service by Infosys.

The following points are covered under this project-

1. About Infosys2. Their Achievements3. Their Products and services4. What aim they have in mind to give customer services5. The manual as well as technological adoptions by Infosys6. The competition environment of INOSYS7. The Environment of Infosys.

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Bibliography and Webliography

Bibliography

Productivty and Quality Management

Webliography

www.infosys.com/profile

www.infosysinternational.com/visionandmission

www.infosys.com/cxmm

www.infosys.com/cis

www.infosys.com/csassesment

www.economictimes.indiatimes.com › ... ›   Stocks   ›   Stock Quotes   ›   Infosys Ltd.

www.infosys.com/infosys3.0