Increase Profits
Targeted Marketing
Twenty years ago, the average consumer encountered something like 15 marketing messages a day. Today that number has grown 20,000% to 3000+ messages a day. In this morass of messages, customers hardly even notice what’s being thrown at them, and most mass marketing efforts end up wasted on audiences that fall outside the target. In response, smart companies are dividing audiences into micro-niches, or segments, and customizing messages, products, distribution, and tracking based on new demographical data.
Infosys Consulting works with clients to improve their ability to capture specific customer data, using both internal and external sources to account for recent shifts in age, wealth, ethnicity/culture, lifestyle patterns, purchase history, geography, and distribution channels. We then help clients (along with their suppliers and distributors) use this sophisticated customer knowledge to predict product lifecycles, generate higher campaign response rates, and increase product/service awareness. When your marketing, sales, service, billing, and order management groups are all using the same customer data, the result is a much higher return on every marketing dollar.
For more information on our customer operations services please contact Robert Taylor at Robert_Taylor@infosys.com or
+1-678-575-1515 |
Improve ROA
Unifying the customer contact center experience
Ever called your own call center? Most companies have invested significant resources in Customer Service and Support (CSS) Contact Center software, but they’re not reaping the benefits they were promised. While executives are pounding the table demanding better customer service, agents are being measured down to the nanosecond on call lengths, and pressured constantly to reduce the cost of each interaction. Their systems throw out mountains of customer data that is hard to sift through, especially in a time-sensitive environment. It’s no wonder nobody’s getting what they want in the contact center shuffle!
Infosys Consulting works with clients to integrate customer operations across the entire organization, so employees (regardless of department or location) can pull up a quick snapshot of actionable data for each customer. We begin with a contact center assessment that looks at customer knowledge management, contact center process improvement, and the use of technology, facilities, organization and workforce. We then help clients align their operations and business processes in a way that supports each customer interaction, so their call centers and websites act as profit centers – not cost centers.
For more information on our customer operations services please contact Robert Taylor at Robert_Taylor@infosys.com or
+1-678-575-1515 |
Improve Future Operations
Designing a better customer experience
Consultants have been talking about the benefits of a better customer experience for years now. But is this always a good thing? Sure, customer experience is very important, but only if it’s tailored to each customer’s profitability.
Infosys Consulting helps clients gain better data about which customers are profitable and which ones aren’t. This data may come from the client company, but it may also come from suppliers, wholesalers or distributors who also have direct access to – and knowledge of – the customer. Once we have segmented customers and prospects by profit potential, we examine all the business processes and infrastructure involved in sales, marketing, service, and delivery. So your customer experience is tailored to make profitable customers more profitable, acquire new profitable customers, and turn unprofitable customers away.
For more information on our customer operations services please contact Robert Taylor at Robert_Taylor@infosys.com or
+1-678-575-1515 |
Increase Profits
Improving asset productivity with strategic sourcing
Ever stop and wonder how many pens your company buys a year? This sort of trivia probably doesn’t keep you up at night, but maybe it should.
Most companies have a tremendous opportunity for profits sitting untapped within their supply chains. They purchase indirect materials from several different suppliers instead of reaping volume discounts from one. They have complicated bills of materials. Or they pay unnecessarily high storage costs for raw materials and spare parts.
Infosys Consulting works with clients to reduce the cost of procured materials (both direct and indirect). We sift through historical spend data and industry benchmarks to help companies:
- standardize how supplies are labeled,
- negotiate better supplier contracts,
- consolidate buying power,
- standardize parts and suppliers,
- establish processes for procuring new items, and
- simplify the bill of materials.
Sometimes this involves back-end sourcing technologies, and sometimes, it is purely a process change. But we always perform this work using our world-renowned global delivery model, so you can use the exact same principles we advocate for other suppliers – on us.
For more information on our product operations services please contact Sharad Elhence at sharad_elhence@infosys.com or +1-469-229-9804 |
Improve ROA
Adding discipline to supply chain networks
Can your supply chain rapidly respond to product changes, competitive pressure, shifting business objectives and compressed innovation cycles in an agile and cost-effective manner?
Infosys Consulting works with clients to examine ways to get more return and greater efficiencies across the entire supply chain network. These projects include a complete analysis of the distribution network, looking at things like:
- transportation lanes and trucking/shipping costs;
- responsiveness of the supply chain (restocking);
- number of distribution centers and location of these centers; and
- where goods come from, how often they are delivered, and how to get them there at highest service levels with the lowest cost.
We have found that these projects can dramatically increase profitability by lowering direct costs, improving sales volumes, and adjusting inventory.
For more information on our product operations services please contact Sharad Elhence at sharad_elhence@infosys.com or +1-469-229-9804 |
Improve Future Operations
Diagnosing supply chain problems and possibilities
Supply chain costs account for more than two-thirds of most companies’ budgets, but surprisingly few companies really use their supply chain as an operational advantage over competitors.
The Infosys Consulting Supply Chain Diagnostic helps clients yield quick returns (in 30-45 days) by providing insight into their sourcing, manufacturing, logistics and new product development initiatives.
The Supply Chain Diagnostic uses a software-agnostic approach to:
- Create a customized competitiveness framework to benchmark your company’s performance against both shareholder and operational indicators;
- Gather confidential data from customers, suppliers and employees to provide an objective view of your strategy and performance;
- Figure out what’s working, what’s not, what’s worth fixing, and what changes to sourcing, manufacturing, logistics or product development could produce a new competitive weapon.
For more information on our product operations services please contact Sharad Elhence at sharad_elhence@infosys.com or +1-469-229-9804 |
Increase Profits
Our IT Strategy services help clients improve technology planning, development, maintenance operations. We help determine strategies for using information technology and then help turn these ideas into money - for you and your shareholders.
Our team includes experts in strategic IT planning, IT/Business alignment, IT cost reduction, IT portfolio management, applications rationalization, process globalization, and IT organization design.
For more information on our IT Strategy services please contact Jim Shand at jim_shand@infosys.com or +1-469-229-9808 |
Improve ROA
Managing the IT Portfolio
How does your IT group determine which applications it needs, what infrastructure it should invest in, and what people and money to put against various projects?
Most organizations want to reduce the cost structure in their IT divisions, but they don’t have a defined process for making these decisions. Consequently, funds are allocated in a one-off manner, service levels are inadequate, projects are often prone to failure, and the return on IT spend is not where it should be.
Infosys Consulting helps clients and IT organizations develop the skills and discipline of a portfolio manager, so they consistently arrive at focused investment decisions that deliver solid business returns. We begin by sorting through all the portfolio management options to find the one most appropriate for your business. We then customize and implement these systems or processes, so your people can consistently allocate IT budgets to the right mix of assets based on your business objectives.
Because so few companies are using a disciplined approach to managing their IT portfolio, we have found this service to be a huge competitive advantage to our clients.
For more information on our IT Strategy services please contact Jim Shand at jim_shand@infosys.com or +1-469-229-9808 |
Improve Future Operations
Rationalizing Applications
How many applications is your business running? If you can answer that one, do you know how many are duplicated across different business units?
Most companies have hundreds or thousands of applications, and could save hundreds of millions of dollars simply by consolidating them. Trouble is, these efforts often fail to deliver, because the process of reducing applications devolves into a political battle as soon as the notion of change sets in.
Infosys Consulting de-politicizes these projects and approaches them from a fact-based, business-driven point of view. We begin with the business strategy and one primary goal: to reduce IT costs to a level that is lower than the industry average. Sometimes, this may mean putting the breaks on redundant applications, or developing a better application that suits the entire company’s needs, or outsourcing the application altogether. Our recommendations are all based on making the company more competitive.
Finally, we spend significant time preparing your business for change. Because, contrary to popular belief, there is just as much change required when reducing functionality as there is when introducing new functionality.
For more information on our IT Strategy services please contact Jim Shand at jim_shand@infosys.com or +1-469-229-9808 |
Increase Profits
Making CRM work
Serving customers well. This platitudinous business basic sounds easy in concept, but it remains elusive for a surprising number of companies. Many have tried to improve their customer service, and software vendors and consultants have been all-too-quick to oblige. Still, you know how this movie ends: clients are left with a poorly-implemented system that is only partially used, and falls way short of the promised return.
Infosys Consulting helps clients rewrite this unhappy ending by staying focused on the business value throughout the project. Before recommending any future CRM investments, we demand immediate, tangible benefits like:
- The ability to up-sell or cross-sell products and services at a higher margin,
- Increased operational efficiency at all customer touch-points, and
- The ability to easily mine for strategic nuggets from all customer data collected.
We then use a Value Realization Model to tie every single process and every software configuration back to a specific business objective. This way, our clients actually realize the intended value from the project, and in turn reap the benefits of happy customers and a happy project ending.
For more information on our Enterprise Systems services please contact Tony Gerth at tony_gerth@infosys.com or +1-469-229-9807 |
Improve ROA
Increasing the return on enterprise solutions
ERP and CRM investments can only create business value if they are directly tied to a company’s competitiveness. But few companies maintain a vigilant focus on the ROA from these investments.
Infosys Consulting works with companies to derive more value from their existing enterprise systems. Looking at a company’s competitive position and using our Value Realization Model, we help clients generate greater value from their ERP/CRM investment and deliver higher return on existing assets.
For more information on our Enterprise Systems services please contact Tony Gerth at tony_gerth@infosys.com or +1-469-229-9807 |
Improve Future Operations
Consolidating SAP systems
Disparate SAP systems can have a negative effect on a company’s competitiveness in a number of ways:
- Customers have to deal with multiple data entry points and communication channels from the company, instead of one technology face;
- Operating units can’t effectively share information across separate systems;
- Cost of ownership in terms of business and IT support becomes high in a fragmented application environment; and
- Shared services processes become almost impossible.
Infosys Consulting works with clients to find the process improvements and business value that can result from SAP consolidation. We look for opportunities for improved financial and operational reporting, better information management, reduced operational and support costs, and standardized business processes. Any infrastructure or technical changes are then linked to these business objectives to generate the maximum benefit from an SAP project, with the lowest possible investment.
For more information on our Enterprise Systems services please contact Tony Gerth at tony_gerth@infosys.com or +1-469-229-9807 |
