reliant energy’s ux transforma5on with sapui5 · pdf filereliant energy’s ux...
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ReliantEnergysUXTransforma5onwithSAPUI5JimmyLeong,Utegra0on(onbehalfofVictorBulerez,NRG)
CompanyFacts Fortune200Ranked196th(2015) No.1incompe00vegenera0oninU.S. Morethan150genera0onassetsin23states Nearly3millionrecurringretailcustomers Approximately10,000employees Dual-headquarteredinPrinceton,NJandHouston,TX
CleanEnergyIni5a5ves No.3inrenewablegenera0oninU.S. Wind:3,000MWofgrosswindcapacity Solar:1,200MWofgrosssolarcapacity
ABOUTNRG
ABOUTUTEGRATION
CompanyFacts FocusesonSAPU0li0es,analy0csandcoretechnologies Servedmorethan50clientsacrosswater,gas,electricandbroaderenergy
sectors HeadquarteredinHouston,TXwithofficesinIndiaandMalaysia
Achievements&Recogni5ons 2015SAPforU0li0esPartneroftheYearExcellence
Award SAPRecognizedExper0seinU0li0es TexasA&MUniversityAggie100Honor NamedOneofHouston'sLargestMinority-Owned
BusinessesbyHoustonBusinessJournal
BUSINESSDRIVERS
AgentaIri5on-10%
AverageHandleTime
-13%Training5me
-50%
Agentsa5sfac5on+5%
1stcallresolu5on+3%
Goals
APPROACH
UXJourney
Design Approach (Business Driven)
Human Factors
Engineering
Internal IT Evaluation
Implementation (Alignment to SAP UX
Strategy)
Semi-agile Project
Approach
APPROACH
Semi-agileApproach
Wave 1
Wave 2
Production Go-live Wave n UAT
UAT UAT n
CALLCENTERTRANSFORMATION
RedesignedSAPUserExperience
APPROACH
APPROACH
SAPWebIC
SAPUI5
Redesigninterac5oncenterwithSAPUI5withoutre-implemen5ngSAPCRMWebIC
APPROACH
APPROACH
Businessprocessoriented
Contextual
Caller
Business
APPROACH
FitforpurposeUI
APPROACH
HIGHLEVELARCHITECTURE
CCUXStatelessStateful
ODataProtocolVanillaAJAX
UI5FrontEndBackEndAgnos5c
MAJORINTEGRATIONPOINTS
CCUX
WebIC
CTI ContextArea
SAPCRM
SAPIS-U
SAPGateway
Naviga5onLinks
WebUI
(EmbeddedintoWebIC)
MAJORINTEGRATIONPOINTS
CCUX
WebIC
CTI ContextArea
SAPCRM
SAPIS-U
Naviga5onLinks
WebUI
(EmbeddedintoWebIC)
SAPGateway
KEYLEARNINGPOINTS
Topdownapproach1. Definebusinessprocesses2. Designuserexperience3. Developintegra0onframework
Rolesandresponsibili5es1. Businessasproductowner2. ITassolu0onenabler
Technologyadop5on1. SAPNetweaverGatewayandSAPUI52. OData,HTML5,CSSandJavascript
BESTPRACTICES
NoteverythingcanbeRESTful Needaccesstoglobaldatacontextandcustomcontrollers Serversidecachingmightbetricky
IntegratewithSAPCRMWebICandUI DonotreplaceSAPCRMWebUIframework.Itoffersalotoffeaturessuchas
businessrole,naviga0onlinksandtelephonyintegra0on
Designsolu5onbasedonbusinessprocesses UIelementsaredesignedforspecificbusinessprocessandagentrequirements Allowustoprovidemeaningfulandcontextualinforma0on Op0mizedforagentworkflowandcustomerinterac0on
WHEREDOWESTANDTODAY
StartedwithaPilotPrograminMarch 3-4agentsinthebeginningandupto10byendofPilot
Con5nuedtoaPhasedRolloutinMay ~120agentsat4differentloca0onsusingthenewUI
Currentlyat~350agentsandgoingupto400+bymid-August
Resultsonmetricimprovements AgentSa0sfac0onup+2.2%YoY
1stCallResolu0onup+3.7%YoY
AverageHandlingTimedown-21%YoY
TrainingTimeUSsitesdown-32%YoY
CLOSING
TheArtofthePossible Organiza5onal
ConsistentUXstrategyacrossBusinessandIT
Projectmethodology
Technology Adaptabilitytochanges
Addi0onalskillset(HTML,JavaScript&CSS)
Complexitytointegra0on
PLEASEVOTE!
hnp://goo.gl/nFFnwy
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