crm utilities 2013
DESCRIPTION
CRM Utilities 2013TRANSCRIPT
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Solution Management UtilitiesMay 2013
Version 2
SAP for Utilities
CRM Overview and Workshop
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2011 SAP AG. All rights reserved. 2
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without
the permission of SAP. This presentation is not subject to your license agreement or any other service or
subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
document or any related presentation, or to develop or release any functionality mentioned therein. This
document, or any related presentation and SAP's strategy and possible future developments, products and
or platforms directions and functionality are all subject to change and may be changed by SAP at any time
for any reason without notice. The information in this document is not a commitment, promise or legal
obligation to deliver any material, code or functionality. This document is provided without a warranty of any
kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness
for a particular purpose, or non-infringement. This document is for informational purposes and may not be
incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except
if such damages were caused by SAPs willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results
to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making
purchasing decisions.
Legal disclaimer
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Overview and Workshop Agenda
Introduction
Customer Service and Contact Management 3 hrs
Integrated Sales Management for Residential Customers 1 hrs
Complex Sales Management for Commercial & Industrial Customers 1 hrsAdditional Information 1 hrs
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Workshop Goal
Discussion of all Utilities scenarios in
Customer Service and Contact Management
Integrated Sales Management for Residential Customers
Complex Sales Management for Commercial & Industrial Customers
The solution is presented along business needs andfor the business audience
Only very few technical aspects are discussed
The product evolution and roadmap is i
ncluded as of 5/2013
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Introduction
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Enforcement of
Market
Liberalization
Funding of
renewable energy
Promotion of
Energy
Efficiency
Risk of loosing
customers and
revenue
New products
and services
Introduction of
smart meter
technology
Renewable
energy
Customer
Choice
Price sensitivity
Expectation of
high service
quality
Acquisition of new
customers
Adapting tobusiness
changes
Introducing new
business
models
Increasing liberalization, customer demands, efforts on saving energy and
technical innovations are changing the utilities retail environment enormously.
Key Trends in the Utilities Retail Industry
Increasingcompetition
Technicalinnovation
DemandingCustomer
Politicalintervention& regulation
Acceleratinggrowth
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SAP Solution Overview for Utilities Retailers
Balance, Forecast &
Trade
(Balance Responsible Party)
Energy sales,
Customer Service
(Customer ServiceResponsible)
Preparation of energy
products and billing,Financial Management
(Balance Supplier)
Execution of billing &
Financials Management
(Billing agent)
Financial Customer
Collection Service
(Collection Agent)
Energy Capital
Management - Retail Selling of Energy &Services
Customer Service
and ContactManagement
Preparation of Energy
Supply Products &Services
Handling of Deviceand Measurement
data
Grid Usage & Service
Provider Agreement -Retail
Execution of Billing
for Energy Products& Services
Customer FinancialsManagement
Customer Credit Riskbased Collections
Management
Leverage pre-integrated, cross-functional best practices to reduce
TCO and time to value
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SAP for Utilities offers full CRM Front Office and CRM
Back Office Integration
Proven sales methodology
Powerful call center solution
Full support of key account
managers
Full 360 view on customers
(quotations, contracts, billing...)
Integrated SalesManagement Consolidated customer information
Specialized, safe-guarded processes for
call center agents
Highly flexible processes for key account
managers and specialists
Enable sales reporting and analytics
Customer segmentation for successful
campaigns and products
Product configuration with best-in-class,
integrated pricing tools
Increased customer
satisfaction
Closer relationship with
customers
Increased satisfaction and
retention of top sales andservice people
Improved coordination of sales
activities
Improved productivity through
integrated business processes
Key benefitsSelling of Energy & Services
Customer Service Management
Customer examples
Improved service quality for all
customers dramatically
Enhanced accuracy and consistency
for company and customer data
Innovative solution implemented
based on SOA
Entire quotation and contract
creation speeded up
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Different Views: Solution and Product
Business View
Use Cases
Requirements
Solution
Technical View
Data Model
Architecture
Workbench
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Customer Service and
Contact Management
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Customer Service and Contact Management
1. Managing Accounts and Business Agreements(enhancements planned in EhP3)
2. Managing Service Locations
3. Account Overview (enhancements planned in EhP3)
4. Premise Overview (planned for EhP3)
5. Billing Information and Correction
6. Maintaining Budget Billing Plans
7. Financial Inquiries in the Interaction Center
8. Collections in the Interaction Center
9. Service Management in the Interaction Center (Utilities ERP)10. Entering Meter Reading Results (enhancements planned in EhP3)
11. Customer Requests Disconnection / Reconnection (AMI)
12. Managing Meter Events and Text Messages (AMI)
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1. Managing Accounts and Business Agreements
Use Case:
A call center agent searches accounts by different criteria. New accounts can be
created and changed quickly. All account details can be accessed and changed
easily.
Each customer contact is documented.
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Searching for Accounts
Requirements
Powerful search
Manage large search results
Inform of special situations
Solution
Configurable search view and result list Try to confirm 3 objects:
Account, business agreement and
premise.
An extended search option can find and
confirm a premise automatically
Telephony and e-mail integration supports
automatic identification Split identification view with extended
trees and navigation
Confirmed account can trigger alerts
New with note 1809209(Customer Connection):
Quick overview of most recent interaction
records per account
https://service.sap.com/sap/support/notes/1809208https://service.sap.com/sap/support/notes/1809208 -
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Creating Accounts
Requirements
Quick creation of any customer type
Easy transition from search to create and
change
Solution
Seamless transition from search to create
and change mode
Direct creation of person, contact person
or organization in identification view
Defaults possible for fast creation
Address completion and validation
optional based on postal structure
DQM integration planned for EhP3 for
extended validation and duplicate check
(available for EhP1 & 2 via notes)
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Managing Contact Persons and Account Details
Requirements Contacts
Easy creation and linking of contacts
Solution Contacts
Direct link to search and simple creation
Contact person can be confirmed and
relate to business transactions
Identification view can show both,
account and contact fields
Enhancements planned for EhP3
next slide
Requirements Details
Quick drill down, access all data
Solution Details
Additional fields link for account,
addresses, business agreements and
contact persons
Additional industry specific overview
available with 40+ assignment blocks
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Managing Related Accounts
(e.g. Contact Persons)
Planned Scope EhP3
Streamline process
Assign related accounts
Possibility to create related account an d
relationship in one step:
Relationships on account level
(e.g. contact person) Relationships on business
agreement level
(e.g. alternative payer)
Same search criteria & creation view as on
identification page
Show existing related accounts (e.g.
contact persons) in trees (businessmaster data environment)
Context menu actions in trees:
Create relationship
Change/display relationship details
Delete relationships
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Managing Business Agreements
Requirements
Create new Business Agreements (BuAg)
quickly
Select and focus on one BuAg
Manage collective accounts
Solution
Ability to confirm, reset and create directly
from the identification view
Creation uses templates (BuAg class) to
fill in further fields for the contract
account Create, assign and change collective bill
business agreements
Direct visibility of parent to child
relationship
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Creating Interaction Records
Requirements
Tracking of any customer interaction
Categorization of customer contacts
Ability to enter notes
Links to business objects
Request follow-up by back-officespecialist (if necessary)
Solution
Every confirmed account opens a new
interaction record automatically
Clipboard serves as object reference
Scratch pad to capture notes quickly,
notes section to maintain comments
Use of multi-level categorization possible
Planned for EhP3: create clarification case
(BPEM in ECC) for back-office follow-up
further processing by back-office
specialist (via BPEM inbox)
clarification case and current status
visible in Account & Premise Overview
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2. Managing Service Locations
Use Case:
A new, unknown customer reports a move-in. Before or after creating the account,
the call center agent searches for the service location by address or different
criteria. The service location is confirmed as a reference for subsequent
processes.
In a deregulated market, the call center agent can create and change servicelocations.
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Managing Service Locations
Requirement Searching
Flexible search for address, meter, IDs
Solution
Search by address, account, PoD,
contract, device no. or additional fields
Upon confirmation, configurable technical
tree shown in result list
Requirement
A retailer call center agent needs to create
service locations quickly
Solution Creating and
Changing Service Locations Creation of objects connection object,
premise and PoD using templates
Integrated grid determination
Device location and device information
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3. Account Overview
Use Case:
A call center agent can view related data and history that is linked to an account.
The data overview is well structured and organized.
A quick navigation to a process is possible for objects marked in the environment
data overviews.
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Account Overview
Requirements
Summarize often required data
Show interaction history and notes
Visualize complex data structures
Solution Account summary includes billing
address, open / due amount, credit rating,
last dunning and count on important data
Last interactions and notes history
provide recent contact information
Configurable and extensible environment
tree structures for business data, service
location data and technical data
Overview table for quotations, contracts
Grouping in folders, navigation enabled
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Review Interaction History & Object Context Menu
Requirement Interactions
Display all customer interaction records
Filtering and Search
Solution Interactions
Persistent smaller view Last Interactions
and Notes
Larger Interactions view with filtering and
sorting function
New with note 1809208(Customer Connection):
Search interaction records through
various criteria (incl. free-text search +
searches predefined via ustomizing/BAdI)
Requirement Context Menu
Navigation based on context
Object Context Menu
Configurable entries for each object type
for navigation with reference
1 or 2 level context menu
https://service.sap.com/sap/support/notes/1809208https://service.sap.com/sap/support/notes/1809208 -
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4. Premise Overview
Use Case:
A call center agent reviews premise related data independent of an account before
contract changes.
Related status and contracts are visible with history, consumption data is shown.
Additional details are can be easily accessed.
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Premise Overview
Planned Scope EhP3
Show environment and history of premise
independent of the confirmed account
premise-centricview!
Display details of technical data
(connection object, device location,
premise, point-of delivery, installation,
devicesincluding meter reading history)
Review (e.g. before new contract process)
active and historical contracts
consumption
open service orders/notifications
disconnection details
clarification cases
outstanding balances
Premise Activity Graph, showing all
premise related documents and activities
on a time scale
Configurable and extensible trees and
details views
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5. Billing Information and Correction
Use Case:
During a bill inquiry, the call center agent reviews billing details and displays the
bill image.
A simple process is performed to cancel a recent bill, change the meter reading
data and create the new bill instantly.
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Billing Information and Correction
Requirement Bill Information
Overview of recent bills with some details
Quick access to bill image
Solution Bill Information
Details view with dates, amounts, meter
reading, consumption and more data
Link to bill image, retrieval either from
archive or dynamic creation
Requirement Bill Correction
Simplified process to correct one or
multiple bills with meter reading changes
Solution Bill Correction Select bill, enter reading, create new bill
Correction parameters and number of bills
shown is configurable
Enhancements planned
for EhP3 / Customer Connection
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6. Maintaining Budget Billing Plans
Use Case:
The utility offers or enforces budget billing plans to equalize monthly customer
payments.
The call center agent can, depending on the plan type, change or create the
budget billing plan during a customer interaction.
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Change Budget Billing Plan
Requirement
For Europe in connection with yearly
meter reading
Call center agents needs to adjust the
fixed monthly payments
Budget Billing Plan
(Type 1 or 2)
Review active and inactive budget billing
plan information
Change of the budget billing amounts
directly, providing a Change from date
Calculate new amounts using a meterreading entries or changed periodic
consumption
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Create and Change Payment Plan
Requirement
For North America in connection with
monthly or bi-monthly meter reading.
Either average (AMB) or fixed (BBP)
payments are used
Agent can quickly review, change or
create a new plan
Payment Plan (Type 3)
Review and change current plan for the
confirmed business agreement
Create new payment plan providing the
start year and month
Display and update the current risk rating
in the creation view
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Manage Payment Scheme
Requirement
For Europe, bill amount rolls over to
payment scheme
Agent can quickly review, change or
create a new plan
Payment Scheme (Type 4)
Review and change current plan for the
confirmed business agreement
Create new payment plan providing the
star year and month
Display and update the current risk rating
in the creation view
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7. Financial Inquiries in the Interaction Center
Use Case:
A customer has an open items and contacts the utility for information.
To get an overview of the situation, the call center agent can display the account
balance, open items and history, manage processing locks and review the
dunning history.
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Account Balance Overview
Requirements
Quick financial picture with aging
Recent activities
Drill down and navigation
Account Balance Overview
Balance Overview provides includesopen, due, 30/60/90 grid
The balance structure, item grouping and
display options are configurable
Additional Information shows last
payment, dunning, installment and bill
Document and Item Display with drill
down
Starting point for processing locks,
installment plans, promise to pay,
payments and more
Account statement generation
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Account History and Open Item List
Requirement Account History
Chronological display of postings
Account History
New to old chronological display of all
postings with a running balance
Requirement Open Item List
Direct display of all outstanding items
Open Item List
Switch between item and document view
Drill into further document details
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Processing Locks
Requirements Locks
Agent needs to stop a business process
Locks with expiration or open ended
Visibility of existing locks
Solution Processing Locks Possible Lock types:
Dunning, payments (in/out), interest,
invoicing (Doc. Level), posting/clearing
Validity dates and a reason can be set
Locks icons appears in different views
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Dunning History and Simulation
Requirement Dunning
Information Review dunning history, reasons and
actions
Determine possible next step and actions
Solution Dunning Information
Dunning History view with dunning
details, dunning items, activities and
reductions
Simulate function for next dunning stepcreating a simulated document with all
details
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8. Collections in the Interaction Center
Use Case 1:
A customer requests special payment arrangements for an unpaid bill. The call
center agent can defer a receivable, create an installment plan or take a promise
to pay.
Use Case 2:
A collection agent receives collection work items. After getting an overview, the
agent can contact the customer for payment arrangement, write off small amounts
or refer items to an external collection agency.
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Payment Data
Requirement
Manage bank or credit card informationfor preauthorized debit and credit
payments
Find applied payments and lost
(unassigned) payments
Payment Data Manage and assign payment information
for all incoming and outgoing payments
Payment List
List of all payments in descending order
Link to reassignment
Payment Search
Search for unassigned payments
Link to reassignment
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Payments and Promise to Pay
Requirement Payments
Take 1-time payments or outgoingpayment requests over the phone
Solution Payments
Record payments via credit, debit card or
direct debit (collection from bank account)
Record a promise to pay for an incoming
check or bank transfer Online authorization possible
Requirement Promise to Pay
Record and display payment promises
Solution Promise to Pay Fast entry or detailed promise to pay plan
with multiple lines, interests and charges
Withdraw promises
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Installment Plan, Deferral
Requirement Installment Plan
Creation of payment arrangements
Solution Installment Plan
Simplified process using configurable
templates
Quick creation or with simulation of an
installment plan table
Correspondence to customer possible
Requirement Deferral
Defer the due date of an open item
Solution Deferral Individual items can be deferred
Deferral To visible in several views
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Collection Work Item Processing
Requirement Collections
Work Lists A collection agent needs to access work
items for overdue accountsSolution Collections WL
Review assigned work lists and open work
items
Review collection progress
Requirement Collections
Work Items
Agent accepts a work item and performs
collection activities
Solution Work Items
Work item management includes status,
assignment, notes and dates
Agent performs a collection step
The agent closes the collection work item
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Collection Work Item Processing cont.
Requirement Collection Fact
Sheet One page containing information on work
item, interaction history, notes, dunning
history, account balance, installment
plans, promises to pay and more
Solution Collection Fact
Sheet Configurable layout, fact sheet technique
Requirement Collection
History
Additional information for dunning item
Solution Collection History
Related objects are displayed for the
dunning history entry
For example, it is possible to relate the
work item, a promise to pay, a payment
and the receivable to the dunning entry
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Write Off, External Collection Agency
Requirement Write Off
A call center agent needs to write off smallamounts directly
Solution Write Off
Select items for write off in account view
Configurable option to use and overwrite
check rule, external collection referral and
post final invoice condition
Requirement External
Collection
A collection agent wants to send items for
external collection
Solution External Collection
Agency
Items for submission to an external
collection agency are sent to a third party
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Reversal
Requirement Reversal
A call center agent can reverse an unpaidextra charge
Solution Reversal
Reversal of documents in the IC
WebClient is possible for documents with
open items that did not clear any item.
Posting parameters are derived from areversal profile.
The user can also enter a document type,
a clearing reason or a voiding reason (for
checks).
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9. Service Management in the IC (Utilities ERP)
Use Case:
A call center agent receives a customer inquiry pointing to supply trouble or a
service request.
The system displays any open service orders and notifications. New orders can
be created, including a scheduling function. Existing orders and notifications can
be changed or cancelled.
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Service Order Management
Requirement Service Order
Schedule field service orders quickly
View and access open orders
Solution Order Creation
Start order creation from context menu
Order code assignment implicit
Appointment scheduling with availability
Order Visibility and Change
Order display possible in all trees,
assigned technician visible
Complete, Reverse Complete, Release and
Do Not Execute status functions
Some fields can be changed directly,
quick link to backend transaction for
further details
Related orders shown (All, Open)
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Service Notification Management
Requirement Service
Notification Create a notification for service problems
View and access open notifications
Solution Service Notification
Start notification creation from context
menu
Notification code implicit, e.g.: Power out notification
Emergency notification (Wires down, Fire)
Equipment malfunction notification
Damage and Cause codes possibly
Visibility and Change Notification display possible in all trees
Complete, Reopen, Void and Follow-Up
status functions
Quick link to backend transaction
Related notifications shown (All, Open)
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10. Entering Meter Reading Results
Use Case:
During the meter reading process, the meter could not be accessed and the meter
reader left a card at the premise. The customer calls back reports the meter
reading result. The agent can enter and verify the data.
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Entering Meter Reading Results
Requirement Meter Reading
Entry Enter, estimate and validate customer
readings
Solution Meter Reading Entry
Expected and previous reading visible
Periodic or interim meter reading possible
within date thresholds
System validates reading entry
Improvements planned with EhP3
next slide
Meter Reading History Configurable table view of historical meter
readings
Improvements planned with EhP3
next slide
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Entering Meter Reading Results
Planned Scope EhP3
Enter meter readings with MR reason 03
(final) and 06 (move-in) in contract
management processes
More detailed meter reading validations
Release implausible meter reading results
Usability improvements: See and use existing meter reading
orders
See meter reading history while
entering meter reading results
Creation of interaction records
New with note 1808645(Customer Connection):
Release implausible meter reading resultsin contract management processes
https://service.sap.com/sap/support/notes/1808645https://service.sap.com/sap/support/notes/1808645 -
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11. Customer Requests Disconnection / Reconnection (AMI)
Use Case:
A customer requests a disconnection or reconnection, smart meter infrastructure
is available at the service location. The request agent can enter the request and
review the status.
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Entering Meter Reading Results
Requirement Remote
Disconnection On customer request, a agent needs to
enter the disconnection and check the
status
Solution Remote
Disconnection
Remote disconnection entry function forAMI enabled devices
Related status and activities visible
Requirement AMI Reading
Request on-demand read, monitor status
Solution AMI Reading
Device details, capabilities and status
visible
On-demand read and event monitor
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12. Managing Meter Events and Text Messages (AMI)
Use Case:
A collection agent needs to send information about a pending disconnection due
to non payment.
An AMI enabled device is available, the agent sends a text message to the smart
meter.
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Send Text Message to AMI Device
Requirement Messaging
The call center agent wants to send a textmessage to the premise
Solution Messaging
For AMI enabled devices, text messages
can be created and sent, templates
available
Already sent messages are displayed The AMI device or a connected in home
display can display the messages
Requirement Event
Monitoring
The call center agent need to see if thereare any events, e.g. failures or tampering
Solution Monitoring
Event monitor accessible from the device
view and with a search view
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Customer Service and Contact Management
1. Managing Accounts and Business Agreements2. Managing Service Locations
3. Account Overview
4. Premise Overview (planned for EhP3)
5. Billing Information and Correction
6. Maintaining Budget Billing Plans
7. Financial Inquiries in the Interaction Center
8. Collections in the Interaction Center
9. Service Management in the Interaction Center (Utilities ERP)
10. Entering Meter Reading Results (improvements planned in EhP3)11. Customer Requests Disconnection / Reconnection (AMI)
12. Managing Meter Events and Text Messages (AMI)
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Integrated Sales
Management for
Residential Customers
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Integrated Sales Mgmt for Residential Customers
1. Credit Risk Rating and Credit Check
2. Proposing Products and
Product Packages
3. Managing Energy Quotations
4. Selling Energy Supply Products
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1. Credit Risk Rating and Credit Check
Use Case:
A customer is requesting energy service. The Utilities policy is offer certain
products and services only to customers with good credit rating. The call center
agent checks the credit risk rating. During product proposal, a credit check is
performed online, possibly updating the current credit risk rating.
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Credit Risk Rating and Credit Check
Requirement Credit Risk
Rating A call center agent wants to check the
credit risk rating for a customer
Solution Credit Rating
For AMI enabled devices, text messages
can be created and sent, templates
available Already sent messages are displayed
The AMI device or a connected in home
display can display the messages
Requirement Credit Check
Before proposing products, an onlinecredit check needs to run
Solution Credit Check
Credit check within product proposal
Functionality based on Credit
Management
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2. Proposing Products and Product Packages
Use Case:
In a deregulated market, the call center agent needs to discuss different product
choices with the customer. During a product proposal, the consumption is
considered and a billing simulation is performed to predict the cost of energy.
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Searching for Products and Product Packages in Utilities
Requirement Searching
During contract management, the agentneeds to find a suitable product or a
package quickly
Solution Searching
For a single product, the value help on theitem level provides a Utilities specific
product search
For a product package, the value help on
the header level provides a Utilities
specific package search. Product
components are visible in the search
result list The search criteria is related to attributes
in the product master, including division,
AMI capabilities, grid level, number of
persons in the premise, risk class and
others
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Proposing Energy Products
Requirement Product
Proposal Before creating a quotation or a contract ,
the agent wants to find products for the
premise
Solution Product Proposal Using the consumption segment, the
premise address and credit rating, a list of
products can be determined
For those products, a billing simulation is
performed, the calculated amount and the
difference to the reference product is
displayed
The agent selects products and displays
details
The creation of a quotation or contract
can be started directly
Enhancements for the product proposal
are planned for EhP2 and EhP3
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3. Managing Energy Quotations
Use Case:
In a deregulated market, the call center agent needs to discuss different product
choices with the customer. During a product proposal, the consumption is
considered and a billing simulation is performed to predict the cost of energy.
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Creating Quotations
Requirement Creating
Quotations In a liberalized market, the call center
agents wants to record an offer for a
customer
Solution Creating Quotations
A roadmap guides through the main stepsin the process. A status indicator shows
the completeness, the agent can navigate
First, the start date and a product per PoD
is maintained. Market communication data
can be edited
Second, account and payment can be
specified. This includes the businessagreement, the payment method, budget
billing data and a security deposit request
Third, in the summary step the new
document can be reviewed and saved
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Displaying, Changing or Copying Quotations
Requirement Displaying,
Changing or CopyingQuotations
The call center agents wants to edit an
offer for a customer before it is send out
Solution Displaying, Changing
or Copying Quotations The work center shows all quotations
All item details are displayed including
dates, products, status, billing information
and partner assignments
A quotation can be changed unless it is
released Any quotation or contract can be copied
into a new quotation
On the document level, the change
function is available
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Releasing, Accepting or Rejecting Quotations
Requirement Releasing,
Accepting or RejectingQuotations
The call center agents releases the final
offer and sends information to the
customer. When the customer calls back,
the agents either sets the quotation to
accepted or rejected.
Solution Releasing, Accepting
or Rejecting Quotations
Releasing an offer prevents it from further
changes. Setting this status can trigger
correspondence
The Accept functions starts the new
contract process with a focus on the
summary view
When rejecting an offer, a reason can be
entered
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4. Selling Energy Supply Products
Use Case:
A customer requests energy supply for a service location. The call center agent
creates a new contract.
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Creating Contracts with Contract Management
Requirement Contract
Management Quick and guided process for selling
energy supply products
Solution Contract
Management
A roadmap tag guides through the mainsteps in the new process. A status
indicator shows the completeness, the
agent can navigate
First, the start date and a product per PoD
is maintained. Market communication and
meter reading data can be edited
Second, account and payment can bespecified. This includes the business
agreement, the payment method, budget
billing data and a security deposit request
Third, in the summary step the new
document can be reviewed and saved
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Creating Contracts with Contract Management - Packages
Requirement Utilities
Packages Selling of energy and non-energy
products as a bundle
Solution Utilities Packages
Utilities product packages can contain
energy, material and service components In the package definition, attributes,
dependencies and mandatory items can
be specified
During selling of energy supply, the
package product can be used in the same
contract processes
Energy product contract items retain thepackage information Sold in package
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Displaying and Changing Contracts
Requirement Displaying and
Changing Contracts The call center agents wants to change
contract details, including date and
products
Solution Displaying and
Changing Contracts The contract management work center
shows all contracts and has extended
search functions
All item details are displayed including
dates, products, status, billing information
and partner assignments
Contract changes are controlled by theprocess definition, only executable
processes are offered
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Move Scenario in Contract Management
Requirement Move Scenario
in Contract Management A customers reports a move to another
service location
Solution Move Scenario in
Contract Management
The move process can be started directlyor via the change processes
The process contains the steps
Ending the current contract(s)
Identifying the new premise
New contract steps
It is possible to create the new contracts
with the product and configuration data
from the ended contracts
/O
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Move-In/Out using Parked Documents
Requirement Move-In/Out
using Parked Documents Instead of contract management, the
move-in/out scenario is used
Solution Move-In/Out using
Parked Documents
The scenario includes Move-In, Move-Out,Move-In/Out Premise and Move-In/Out
Account
The agent creates a parked document for
automatic processing
Change processes are done in the
backend or via transaction launcher
This scenario is supported in the lean
business role for the Utilities IC
I t t d S l M t f R id ti l C t
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Integrated Sales Mgmt for Residential Customers
1. Credit Risk Rating and Credit Check
2. Proposing Products and
Product Packages
3. Managing Energy Quotations
4. Selling Energy Supply Products
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Complex Sales Management
for Commercial & IndustrialCustomers
Complex Sales Management for
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Complex Sales Management for
Commercial & Industrial Customers
1. Account and Contact Management
2. Managing Service Locations
3. Energy Pricing & Costing
4. Complex Quotation and
Contract Management
5. Monitor Sales Goals and Performance
B i R l K A t M
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Business Role Key Account Manager
Meeting Sales Department 09:00Task 1
Task 2
Task 3
Create
Account
Business Agreement
Contract
Opportunity
Service Location
Master Agreement
Business Role Key Account Manager within
Scenario Sales for Commercial and Industrial
Customers for the Utilities industry.
Utility Quotation
Utility Contract
Utility Master Agreement
Service location
POD Set
Utility reports
S l P f C&I C t
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Sales Process for C&I Customers
Accept
quotation
ustomer
1 Identify / createaccount
Create PoD for
quotation
Create
quotation /
price
calculation
ustomer
Create
contract
System
Market communication /
creation of billing relevant data
Customer
receives
invoice
Prepare
customer
visit
2
3
4
5
67
8
9
Prepare quotation
for next visit
M i th t t t ith
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Managing the customer contact with ease
Account and contact management1
Manage any information
about people, organizations, andrelationships
Get a 360account overview
Generate an account fact sheet
View and print any accountinformation for the
customer visit
Managing the c stomer contact ith ease
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Managing the customer contact with ease
Managing your activities in one central location1
Manage
Appointments
TasksSales callsE-mailsLettersVisits
Help organize daily work viathe inbox and the calendar
Bi-directional integrationinto groupware likeMS Outlook and Lotus Notes
Service Location Workbench
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Service Location Workbench
Managing service locations effectively
Quick search and
Easy Creation of
Service Locations
Tree Display,
Details
and 1-Click Actions
2
Manage large customer data
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Manage large customer data
Collect service locations in a PoD set
Collect PoDs according to certain
criteria like customer, area, division,
etc.
Use in addition or as an alternative
to the Opportunity
Group PoDs according to divison,
area, site type etc.
Upload of PoDs is possible
Opportunity PoD-Set Quotation Contract
2
PoD Set:
Correct pricing in quotations and contracts
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Correct pricing in quotations and contracts
Guarantee correct quotation pricing
Opportunity PoD-Set Quotation Contract
Load the default prices
from the product master data
Assign different validity periods and
versions
Load prices via the interface to an
external calculation tool
Set price status accordingly
2
Solution Pricing and CostingSAP C t D l t
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SAP Custom Development
Points of delivery
Classification
Billing
Change of supplier
etc.
Prospects
Quotation controlling
Variant management
Bundle customers
Forecast
Products & prices HPFC
Open Positions
Portfolio Mgt
Detailed View of Calculation Schema
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Detailed View of Calculation Schema
Contracts and Market Communication
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Contracts and Market Communication
Manage contracts according to market rules
3
Opportunity PoD-Set Quotation Contract
Easily turn quotations into contracts
and vice versa
Set contract status to control contract
lifecycle
Trigger market communication
automatically
Use Master Agreements (Bonus calc.,
Purchasing communities
5
Updating Large Contracts
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Updating Large Contracts
Change multiple quotations and contracts
at once with the new mass change processes
Opportunity Contract-Set
Plain- /
structured
Quotation
Plain- /
structured
Contract
Collect quotation/contracts in a contract
set or structured quotation/contract
Trigger calculation on item levelReset calculation on item level
Change item status
Mass change of market comm. data
Create quotation from existing contract
Supply end
35
(*)New with CRM 7.0
Keep an eye on your sales targets
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Keep an eye on your sales targets
Monitor your sales pipeline and sales goals
for the key account manager and sales manager6
Plan & monitor individual sales
quotas and overall sales targets
Identify and investigate
stalled deals
Trigger correct activities
to resolve issues that stall deals
Simulate what-if scenarios
to meet sales targets
Filter
opportunities by
quarter
Investigate and
change
opportunities
Satisfy your key customers and key account managers
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Satisfy your key customers and key account managers
Sales Management for Commercial Industrial Customers Easy-to-use interface, identical to
call center agent and marketing
professional
Simplify the customer contact
Handle accounts with many service
locations
Ensure correct pricing from quote to bill
Easy to implement
Quick start on account and contact management
Reuse residential configuration for metering,
billing and financials Typical implementation of 3-6 months
Complex Sales Management for
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Commercial & Industrial Customers
1. Account and Contact Management
2. Managing Service Locations
3. Energy Pricing & Costing
4. Complex Quotation and
Contract Management
5. Monitor Sales Goals and Performance
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Additional Information
Tips & Tricks
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Tips & Tricks
Usability Paradigm
Business Roles
Contract Creation
Technical Differentiator and Enhancements Samples
Transaction Launcher
More Knowledge Sources
Recent and planned Development
Usability paradigm in the WebClient UI
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Usability paradigm in the WebClient UI
Intuitive
Tailored
Fast
with
Fewer fields
Fewer steps
Free navigation
Context frame
Configurable
Extensible
without
Transactions
View Configuration
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View Configuration
Business Roles
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Business Roles
Standard Delivery
IC Lean Role (UTIL_IC_LEAN)
IC Full Roles (UTIL_IC, UTIL_IC_REG)
Sales Role Key Account Mgr(UTIL_SALES)
Notes
The lean IC role is linked to a limited CRM data model, accelerated move-in/out processing, limited search and simple overview views
The full IC role is linked to full CRM data model, contract management andenhanced overview views
3 ways to create utilities contracts
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3 ways to create utilities contracts
Move In/Out AcceleratedMove In-Out ContractManagement
+ Well known since1997
-No CRMview/footprint
-Contract attributesin multiple places
-Complex
transaction-Do not use with ICWebClient
+ Quick
+ IC WebClient
+/- Parked document
+/- Asynchronous
+/- Use of templates
- Transaction based
- No CRM contract
+ Simplified process
+ WebClient for
residential and C&I+ Process
Framework
+ Service as productwith attributes
+ Product Proposal
+/- Use of templates
Utilities Contract Management
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Utilities Contract Management
Contract management runs only in CRM
Contract management is suitable for all market roles
Contract management runs on a flexible,
extensible process framework (guided procedure)
Contract Management runs with improvedAccount Identification, Overviews, Environment
Trees and Service Location Views
The use of contract management requires to retire
most IS-U move-in/out processes
Use of Utility Products
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Use o Ut ty oducts
Rules of Thumb:
Usually 1 product per
IS-U rate category
Use configurable products
if agents often set facts
Use packages for
multiple divisions or
product bundles
Use product proposal
if the customer has a choice,
typical for energy retailers
1.IS-U
Rate
Identify IS-U rates
Find values thatshould be set by
agents.
2.CRM
Product
Create CRM product
Optional:Configuration
attributes.
Optional:
Product packages
Optional:
Include in product
proposal.
3.Master Data
Template
Link to CRM
product.
Set constants.
Link configuration
attributes.
Research / Adjust Billing Sales Link Sales & Billing
Special case: 2 contract model for certain markets
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p
Required by hybrid
distribution companies
being the default retailer
CRM has always
1 contract
CRM contract matches
IS-U distribution contract
IS-U supply contract gets
created and changed
automatically,
either by default or
through an enrollment
request
SAP document available
(contact Stefan Wolf)
Technical Differentiator of CRM WebClient
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Architecture
IC WebClient for Utilities requires a
CRM Footprint and CRM/IS-U Connectivity via
CRM middleware and RFC connections
User Interface built on MVC concept:
Model (= BOL), Views (HTML), Controller (ABAP)
Ability to call
all ERP/IS-Utransactions
with HTML GUI IS-U CCSBilling / EDM / Financials /
Collaborative Services / AMI
CRMSales / Service /Marketing
Business
Object Layer
Best Practice for Enhancement Design in CRM for Utilities
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g
I need a new field and cannot find it in the configuration toolExample: Display FI-CA Credit Worthiness field in Account OverviewEnhancement & configuration. Effort 1 day
Workaround: Transaction launcher. Effort 1 hr.
I need to bring more IS-U functionality to the call center role
Example: Agents create, display and change BPEM casesEnhancement & configuration. Transaction launcher for changes. Effort 5 days.
Workaround: All transaction launcher. Effort 2 hrs.
Note: BPEM case creat ion in IC part of p lanned roadm ap
I need a custom process
Example: Custom screens and logic in contract managementSpecial skills required. Enhancement in process framework.
Effort 20+ days.
No workaround.
Use of interaction center outside of call center
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Design one role for a call center agent
Limit this role to the agent needs
Follow usability and performance guidelines strictly
Run realistic performance tests for search, overviews and change
processes, large accounts
Design other roles for a back office
Usability and performance is less critical
Do not use the IC WebClient as a portal for everything
Transaction Launcher
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Use in the Call Center
Often used processes should run in a WebClient view (>80% of volume)
Rare use of transaction launcher (
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Together with sof tware shipment
Independent of sof tware shipm ent
RKT Material on Service Marketplace
Service Marketplace (SMP)https://service.sap.com/rkt-crm
Standard Documentation
Application help (help.sap.com, system)
Implementation Guide (system)
Release Notes (SMP, system)
Solution Manager (Installation)
Other Documentation Cookbooks (Service Marketplace)
https://service.sap.com/utilities
Relevant Cookbooks
https://service.sap.com/rkt-crmhttps://service.sap.com/rkt-crmhttps://service.sap.com/utilitieshttps://service.sap.com/utilitieshttps://service.sap.com/rkt-crmhttps://service.sap.com/rkt-crmhttps://service.sap.com/rkt-crmhttps://service.sap.com/rkt-crmhttps://service.sap.com/rkt-crm -
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SAP Service Market Place
Define Products and Product Packages in the Utilities Industry (NEW in 2010)Error Handling in SAP IS-U for the Replication of Utility Contracts
and Technical Objects from CRM, and for Parked Documents
IS-U/CRM Integration: How to Add Further Fields to
Business Agreements in SAP CRM 2007 and SAP CRM 7.0
SAP IS-U/CRM Integration BOL Tree
IS-U Master Data Templates
Set Up and Load Guide for Business Agreement / Contract Account
IS-U Specifications for the Set-Up and Load Guide for
Business Partner Relationships and Partner Roles
IS-U-Specifics on the Set-up-and-Load-Guide for the Business
Partner
IS-U/CRM Contract Integration
Replication of Business Partner Activities in CRM Activities
IS-U/CRM Integration: Replication of Technical Objects
Utilities Process Framework
Selling of Products and Product Packages in the Utilities Industry
Setting up a Best-Run Utilities Interaction Center, Best Practices Guide (NEW 5/2012)
Motivation for Best Practice Guide (Cookbook)
Best Run Utilities Interaction Center
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SAP Value Engineering Benchmarksfor Utilities Call Centers
(based on > 20 Utilities)
Customer reviews confirmed
differences in realized design,
time, cost and reported success
Optimization efforts include a
collection of smaller improvement
items rather than fundamental issues
Complementary and complimentary.No replication to other documentation.
Helps the implementing expert to
improve design
Best-Run Utilities Interaction Center
Structure Best Practice Guide (Cookbook)
Best Run Utilities Interaction Center
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Introduction
Reference Material
Important
Design Considerations
Content for eachcall center process
Best-Run Utilities Interaction Center
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Top 5 Issues in SAP CRM
implementation projects atUtilities customers
Top 5 Issues in SAP CRM implementation projects at
Utilities customers
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Utilities customers
1) Performance requirements for ERP
backend not defined for Front-Office
processes
2) High modification degree on ERP
based transactions make integration
with native CRM screens difficult to
impossible. ITS is used asworkaround
3) CRM Interaction Center is used as
portal replacement to access ERP
functionality
4) Mass data changes and mass dataaccess in CRM not separated from
online usage
5) Communication Management System
1) Performance requirements for ERP backend not
defined for IC WebClient processes
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defined for IC WebClient processes
ERP 6.0running on
good old
2004s
hardware
Fancy fastnew
CRM box
CRM makes RFC to ERP to
get the last years consumption
CRM based processes have sophisticated runtime KPIs, especially in
Interaction Center scenario. But many Utilities views rely on
synchronous RFC access to ERP. The ERP system must be seen as
integral part of the CRM business processes.
Especially hardware power requirements on ERP side are often notconsidered by customers which leads to performance issues in the
project.
But even on CRM side still wrong sizing exercises are found leading to
low performance for the online users.
2) Too much Transaction Launcher
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ERP CRM
We know VA01,letsuse the TRX Launcherinstead of ERP Order entry for CRM
Transaction Launcher is overused because it seems to be a simple
solution compared ton enhancement on the CRM side.
This is a special risk for upgrading customers if a high degree of
modifications exists which are not supported either by the available
interfaces or the UI on CRM side.
As only a some of the staff will move on the CRM system and other users
covering back office tasks will keep using the ERP transactions, a
change on ERP side seems impossible.
CRM Transaction Launcher can invoke via SAP GUI for HTML (ITS) ERP
transactions. Customers often underestimate the performance downturn
and complain about gaps in integration with CRM transactions.
3) Interaction Center is used as portal for everything
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The CRM Interaction Center framework
is designed for simplified userinteraction and as few screen and
tabulator changes as possible. The
whole session context including all
touched business objects are kept live in
the session until the END button is used
to end the interaction.Especially with many ITS based screens
and the loose coupling into the
Interaction Center work process it is by
technical inheritance not always
required to press END to fulfill the
process. But for the IC session this
means growing buffers and objects not
being released for replication.
Errors on users side can then cause data
being lost.
4) Mass data changes and mass data access in CRM not
separated from online usage
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separated from online usage
ERP CRMERP mass data change during daytimetriggers MW delta queue.
Load blocks CRM online users
CRM based business processes have often high standards for
response time KPIs.
Insufficient solution landscape design to handle mass load coming
into CRM from ERP can consume so much resources on CRM side
the online users will experience slow response times and arbitrarytime-outs.
A forethoughtful scheduling of mass data changes anchored in the
operation concept of the solution landscape together with optimized
technical setup to cope high volume mass data changes is required.
5) Communication Management System
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SAP CRM Interaction Center uses the
ICI interface for multi channel
support to connect to contact
management systems (CMS). SAP
offers the BCM product.
Other vendors (Genesys, Avaya,
Cisco) offer CMS solutions.
The integration of the CMS often causes delays in customer projects. Additionally the
hardwired telephony system (PBX, private branch extension) is often not covered in
the project enough.
Typical problems are: Lack in scalability of the CMS, call status inconsistencies at the
three layers CRM, CMS and PBX, integration issues and a lack of support by the CMSvendor.
Additional Note: The SAP CRM IC (for version below < 7.0 EhP1) does not support
multiple sessions for one user. Workarounds for this are error prone and often support
inconsistent call status handling with difficult root cause analysis.
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Recent and Planned
Developmentin CRM for Utilities
SAP CRM 7.0 EhP 2* for Utilities
Current Default Release (as of Q1/2013)
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Current Default Release (as of Q1/2013)
Enhanced Product ProposalImproved Identification in IC WebClient
User Interface for Service Management
Handling of Collective Bill Business Agreements in SAP CRM
Data Import Tool for Utilities (during B2B sales process)
Flexible B2B Quotation Management via Versioning
Advanced Navigation of large B2B documents
Utilities Check Cockpit (also available with note 1781858/ Customer Connection)
Process Framework Check Repository
Demand Side Management
Enhanced Product Proposal
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The enhanced product proposal allows to search for products, packages andRTOM offers with large number of search criteria, up to 30.
The standard search criteria can include:
AMI Capabilities
Business Partner Type
Division
Consumption
Country
Product ID
Risk Class
Validity Date
Up-selling Product
Device Category
Enhanced Product ProposalEntry Screen
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Enhanced Product Proposal - Products
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Enhanced Product Proposal - Packages
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Enhanced Product ProposalRTOM Offers
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Improved Identification in IC WebClient
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Separation of the search results of the technical and the business data plusclick actions on the items. Better visualization and faster navigation.
Business Master Data Technical Master Data
Improved Identification in IC WebClient cont.
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One click actions allow a faster navigation.
The enhanced identification page can also
be the entry page for all processes andoverviews, e.g. display contract, product
changes etc.
User Interface for Service Management
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An IC UI to create, change and display ERP service orders and notificationsusing the utilities order configuration. Appointment scheduling is possible for
orders. Related documents are shown.
Handling of Collective Bill Business Agreements in SAP
CRM
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Create collective bill agreements and allocate individual business agreements
to collective agreements in the CRM IC and KAM roles
Data Import Tool for Utilities (during B2B sales process)
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Use the Data Import Tool to support the sales process of a Key AccountManager for Commercial and Industrial Customers.
Overview Utilities Sales Process for C&I Customers
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Account Management Quotation Management Conclusion of Deal
Accounts & Fact Sheets
PoD-SetQuotation
Profiles
Technical
master dataBusiness
partner
Quotations Contract
Calculation
Tools
Data Import
Tool
Insert
Contract Open
Interface
Versioning
Easy Navigation
via Advanced
Filtering
Quotation Version and Relationship
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Version 1
Source quotation - taken for the very
first negotiation with the customer.
The customer complains about the
prices.
Version 2
Based on source quotation the KAM
made a copy to create version 2 and
changed the prices accordingly.
Quotation and Contract Overview PageFiltering in large documents
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Filter complete documentsbased on visible and non visible content:
Click on the Filter-button to restrict large item lists
Choose from a set of dedicated search criteria or do a free text search
The list is reduced to the matching entriesthe document hierarchy remains stable
Quotation and Contract Overview PagePositioning in large documents
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Position on line items based on free text search criteria:
Click on the Position-button to enter search criteria
The first matching entry is highlighted
the hierarchy is automatically expanded
Click on the Next Hit-button to browse through the listthe next matching entries will be
highlighted according to the initially entered search criteria
Interface for Calculation Tools
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SAP provides an open interface to integrate calculation tools into the SAPCRM for Utilities C&I sales process.
Handling of structured documents
Lock of document against changes
Further processing after reply from
the calculation tool
Example SAP Pricing and Costing
Utilities Check Cockpit
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UCC is a new consistency tool based on customer feedback to monitor system health
for utility-specific objects (e.g. contracts, points of delivery), and checks (e.g. if acontract in SAP ERP could not be created, errors in the sales process, billing not
possible) and cross-system checks.
SAP delivers a set of checks, can be enhanced by your own checks.
You can schedule checks any time you want (e.g. every night) and get most-up to date
health status for your utility objects.
For every issue detected, you can start a process to get a solution and allocate the
work to the responsible specialist. You can also track the progress of fixing the issues.
Process Framework Check Repository
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Provides an enhanced framework for definition and execution of customdefined process checks.
Flexible framework with decoupled check definitions for reusable
assignments to multiple processes.
What is Demand Side Management (DSM)?
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The Demand Side Management Lifecycle
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Program Targeting
(new & existing Programs) Gather Customer Information
Grow Program-Adoption
Approval Process
Program Strategy Legislation
Corporate Initiatives
Monitoring and Reporting Budgeting
Forecasting
Goals Dashboard
Customer Feedback on Demand
Program Performance Analytics
Program Evaluation
Ongoing Analysis - Reapportioning
One View of the Customer
Various Reporting
Auditing (Internal & External)
Program Enrollment & Delivery Eligibility (Proof of Qualification)
Execution / Enrollment Equipment Requirements
Equipment Verification
Fulfillment (i.e. Loans and Rebates)
Exception Handling
Program Decommissioning Rate changes
Device Disposition
3rdparty Integration
Customer Notification
Lead/Opportunity Mgmt Pipeline Tracking
Quotation Management
Program
Creation/Revision Define Program Goals
Define Terms and Program
Eligibility
Program Proposal and Approval
Program SimulationPilot
Full-Scale implementation
Source: ASUG DSM Influence Council
SAPs DSM Solution Supports the Management
of DSM Programs
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Program Targeting
(new & existing Programs) Gather Customer Information
Grow Program-Adoption
Approval Process
Program Strategy Legislation
Corporate Initiatives
Monitoring and Reporting Budgeting
Forecasting
Goals Dashboard
Customer Feedback on Demand
Program Performance Analytics
Program Evaluation
Ongoing Analysis - Reapportioning
One View of the Customer
Various Reporting
Auditing (Internal & External)
Program Enrollment & Delivery Eligibility (Proof of Qualification)
Execution / Enrollment Equipment Requirements
Equipment Verification
Fulfillment (i.e. Loans and Rebates)
Exception Handling
Program Decommissioning Rate changes
Device Disposition
3rdparty Integration
Customer Notification
Lead/Opportunity Mgmt Pipeline Tracking
Quotation Management
Program
Creation/Revision Define Program Goals
Define Terms and Program
Eligibility
Program Proposal and Approval
Program SimulationPilot
Full-Scale implementation
Source: ASUG DSM Influence Council
Planned Developments for
Utilities Retailers Energy Sales
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Product Definition & New RulesPrices Object
Competition Products
Contract Packages & Change Processes
Product Determination
Planned Developments for
Utilities Customer Service
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Focus topics (highest priority from ASUG SIG):1) Premise Overview in IC
2) Meter Reading in IC
3) Easy account creation in IC
4) Enhanced automatic owner move-in
process
5) Interaction Records
Further topics (lower prio):
1) Enhanced account overview
in IC (e.g. correspondence)
2) Process modeler in IC
3) Bill correction in IC
Connecting SAP Customers with
SAP Product Development
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Source: GUGO
Three Channels for Customer Influence
VisionInnovationImprovement
Todays Solution
Customer
Connection
Improvements
Planned Solution
Customer
Engagement
Initiative
Next Products and
Solutions
Future Directions
Customer Advisory
Councils
Strategic Concepts
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Thank You!
Contact information:
Robert StraubingerSolution Management Utilities
SAP Labs Canada
(604) 318-8175
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zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390
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BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF,
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