Driving human-led and AI-enabled business outcomes

Driving human-led and AI-enabled business outcomes


The directors of Microsoft Practice at Infosys discuss how a three-pronged strategic approach to digital transformation can help organisation to refine operational efficiency and strengthen communication 

Guest contributor |

Microsoft Practice at Infosys takes an experience-focused, human-led and artificial intelligence-enabled approach to accelerate clients’ digital transformation journeys. With a strong alignment to Microsoft’s ‘do more with less’ ethos, we prepare businesses for the future by configuring personalised engagements, optimised operations and empowered employees. 

We follow a three-pronged strategic approach to comprehensively transform businesses, aiming to refine operational efficiency and strengthen communication. 

We are heavily investing in industry accelerators and IP-led selling. This is not only helping businesses to modernise and streamline operations generating hyper-personalised experiences and driving accelerated adoption of various workloads but is also driving our growth across verticals through a well-balanced mix of service offerings. 

For a leading energy supplier based in the UK, we deployed the Infosys REF-OR-M Connected Field Service solution to redefine its customer engagement. We achieved this through seamless work order management, on-field assistance and integrations with asset management to support customer assets throughout the ‘acquire to retire’ cycle. 

Similarly, Infosys helped Brent Council in the UK to accelerate its journey to become a digital council, powered by a seamless user experience for its residents. We leveraged our ‘Council in a Box’ suite of solutions to reimagine service delivery and meet users’ needs, which is critical to public services.  

To help clients realise the full potential of industry cloud offerings, we have built the Infosys framework, which covers three stages – advise, adopt and amplify – that closely align clients’ business objectives and drive greater outcomes. 

Productivity and cost optimisation are essential for businesses of all sizes, as they have a direct impact on customer satisfaction, revenue and profitability. Infosys has been continuously focusing on building solutions that can optimise client costs and automate processes. We have been actively leveraging the Microsoft Process Advisor tool in existing programmes and have helped clients to identify inefficient processes, shortlist automation opportunities, improve communication and collaboration, provide insights on customer behaviour, and enhance compliance. 

We leveraged the process advisor tool for a client that had implemented Microsoft Dynamics 365 Supply Chain Management to analyse and identify areas of productivity improvement and cost optimisation. The programme offered recommendations to reduce warehousing costs by locating problematic warehouses in a supply chain, reduced cycle time by analysing inefficiencies within production, and recommended how to use automation to minimise rework in production. We are also working towards deciphering the root causes of logistic delays to avert possible revenue losses. 

Microsoft Practice at Infosys is dedicated to harnessing AI’s transformative potential to strengthen our clients’ sales ecosystem by fostering stronger connections and enabling more tailored communications. 

A recent example is our deployment of Microsoft Sales Copilot to help a world leader in electrical, communications and utility distribution and supply chain services to elevate the customer experience. The Microsoft tool was presented to the client as a time-saving feature that could save salespeople hundreds of hours that previously went into unproductive data tracking in their unified sales desk. 

Similarly, our Sales Consulting team gave a high level overview of Sales Copilot, which was followed by a detailed demo, highlighting the critical time-saving feature of Sales Copilot to the client. The project team also presented a tailor-made proof of concept (PoC) that convinced the client of the value it would add to their business through elevated communication between their sales professionals and customers.  

Additionally, Infosys has been supporting multiple clients post-implementation to deliver extended benefits. One such example is our engagement with a US-based railroad company that implemented Microsoft Dynamics 365 Commerce to overcome issues caused by frequent customer session timeouts. Infosys helped resolve the issue, resulting in a 77 per cent reduction in transaction time and significantly improved productivity.  

Our structured approach to client success is delivering enhanced operational productivity and superior customer engagement for hundreds of clients around the globe.  

Rahul Kumar and Deepak Kumar Parashar are directors of Microsoft Practice at Infosys 

This article was originally published in the Autumn 2023 issue of Technology Record. To get future issues delivered directly to your inbox, sign up for a free subscription

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