CRM Utilities 2013

SAP for Utilities CRM Overview and Workshop Solution Management Utilities May 2013 Version 2

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© 2011 SAP AG. All rights reserved.

2

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 hrs

Additional Information

1 hrs


3

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 and for the business audience



Only very few technical aspects are discussed



The product evolution and roadmap is included as of 5/2013


4

Introduction

Key Trends in the Utilities Retail Industry Increasing liberalization, customer demands, efforts on saving energy and technical innovations are changing the utilities retail environment enormously. Political intervention & regulation



Increasing competition

Enforcement of Market Liberalization





Funding of renewable energy





Promotion of Energy Efficiency


Technical innovation

Risk of loosing customers and revenue



New products and services



Introduction of smart meter technology

Renewable energy

Demanding Customer

Accelerating growth



Customer Choice



Acquisition of new customers



Price sensitivity





Expectation of high service quality

Adapting to business changes



Introducing new business models

6

SAP Solution Overview for Utilities Retailers Leverage pre-integrated, cross-functional best practices to reduce TCO and time to value Balance, Forecast & Trade

Energy sales, Customer Service

Preparation of energy products and billing, Financial Management

Execution of billing & Financials Management

Financial Customer Collection Service

(Balance Responsible Party)

(Customer Service Responsible)

(Balance Supplier)

(Billing agent)

(Collection Agent)

Energy Capital Management - Retail

Selling of Energy & Services

Customer Service and Contact Management

Preparation of Energy Supply Products & Services

Execution of Billing for Energy Products & Services

Handling of Device and Measurement data Customer Financials Management Grid Usage & Service Provider Agreement Retail


Customer Credit Risk based Collections Management

7

SAP for Utilities offers full CRM Front Office and CRM Back Office Integration Integrated Sales Management 

Proven sales methodology



Powerful call center solution



Full support of key account managers



Full 360° view on customers (quotations, contracts, billing...)

Selling of Energy & Services Customer Service Management  Consolidated customer information  Specialized, safe-guarded processes for call center agents  Highly flexible processes for key account managers and specialists

Key benefits  Increased customer satisfaction  Closer relationship with customers

 Enable sales reporting and analytics

 Increased satisfaction and retention of top sales and service people

 Customer segmentation for successful campaigns and products

 Improved coordination of sales activities

 Product configuration with best-in-class, integrated pricing tools

 Improved productivity through integrated business processes

Customer examples


 Innovative solution implemented based on SOA

 Improved service quality for all customers dramatically

 Entire quotation and contract creation speeded up

 Enhanced accuracy and consistency for company and customer data 8

Different Views: Solution and Product Business View

Technical View

•

Use Cases

•

•

Requirements

• Architecture

•

Solution

•


Data Model Workbench

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Customer Service and Contact Management

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)


11

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.


12

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


13

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)


14

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


15

Managing Related Accounts (e.g. Contact Persons) Planned Scope EhP3  

 



Streamline process “Assign related accounts” Possibility to create related account and 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 (business master data environment) Context menu actions in trees:  Create relationship  Change/display relationship details  Delete relationships


16

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-office specialist (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 service locations.


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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


22

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


23

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-centric view!  Display details of technical data (connection object, device location, premise, point-of delivery, installation, devices – including 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.


26

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 © 2011 SAP AG. All rights reserved.

27

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 meter reading entries or changed periodic consumption


29

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


30

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


31

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.


32

Account Balance Overview Requirements   

Quick financial picture with aging Recent activities Drill down and navigation

Account Balance Overview  

  



Balance Overview provides includes open, 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


33

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


34

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


35

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 step creating a simulated document with all details


36

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.


37

Payment Data Requirement 



Manage bank or credit card information for 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


38

Payments and Promise to Pay Requirement Payments 

Take 1-time payments or outgoing payment 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


39

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


40

Collection Work Item Processing Requirement Collections Work Lists 

A collection agent needs to access work items for overdue accounts

Solution Collections WL  

Review assigned work lists and open work items Review collection progress

 Requirement

Work Items 

Agent accepts a work item and performs collection activities

 Solution 

 

Collections

Work Items

Work item management includes status, assignment, notes and dates Agent performs a collection step The agent closes the collection work item


41

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


42

Write Off, External Collection Agency Requirement Write Off 

A call center agent needs to write off small amounts 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 unpaid extra 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 a reversal profile. The user can also enter a document type, a clearing reason or a voiding reason (for checks).


44

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.


45

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)


46

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)


47

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.


48

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


49

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 results in contract management processes 


50

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.


51

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 for AMI 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


52

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 text message 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 there are 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 Agreements 2. 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)


55

Integrated Sales Management for Residential Customers

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.


58

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 online credit check needs to run

Solution Credit Check  

Credit check within product proposal Functionality based on Credit Management


59

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.


60

Searching for Products and Product Packages in Utilities Requirement Searching 

During contract management, the agent needs to find a suitable product or a package quickly

Solution Searching 





For a single product, the value help on the item 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


61

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


62

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.


63

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 steps in 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 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


64

Displaying, Changing or Copying Quotations Requirement Displaying, Changing or Copying Quotations 

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


65

Releasing, Accepting or Rejecting Quotations Requirement Releasing, Accepting or Rejecting Quotations 

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 main steps 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 be specified. 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


68

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 the package information ‘Sold in package …’


69

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 the process definition, only executable processes are offered


70

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 directly or 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


71

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


72

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


73



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


75

Business Role “Key Account Manager”

Service location Meeting Sales Department 09:00

Task 1 Task 2 Task 3

Utility Quotation Utility Contract Utility Master Agreement Create Account Business Agreement Contract Opportunity Service Location Master Agreement

Utility reports POD Set Business Role “Key Account Manager” within Scenario “Sales for Commercial and Industrial Customers” for the Utilities industry. © 2011 SAP AG. All rights reserved.

76

Sales Process for C&I Customers

Create quotation / price calculation

1 Identify / create

3

account

2

9

Create PoD for quotation

4

Prepare quotation for next visit

Prepare customer visit Customer

Customer

8

Customer receives invoice


5 Accept quotation

System

7 Market communication / creation of billing relevant data

6

Create contract 77

Managing the customer contact with ease 1

Account and contact management



Manage any information about people, organizations, and relationships



Get a 360°account overview



Generate an account fact sheet



View and print any account information for the customer visit


78

Managing the customer contact with ease 1



Managing your activities in one central location

Manage Appointments Tasks Sales calls E-mails Letters Visits



Help organize daily work via the inbox and the calendar



Bi-directional integration into groupware like MS Outlook and Lotus Notes


79

Service Location Workbench 2

Managing service locations effectively Quick search and Easy Creation of Service Locations

Tree Display, Details and 1-Click Actions


80

Manage large customer data Collect service locations in a PoD set

2

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 © 2011 SAP AG. All rights reserved.

PoD-Set

Quotation

Contract 81

Correct pricing in quotations and contracts Guarantee correct quotation pricing

2



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


PoD-Set

Quotation

Contract 82

Solution Pricing and Costing SAP Custom Development

    

Forecast Products & prices HPFC Open Positions Portfolio Mgt

   

     © 2011 SAP AG. All rights reserved.

Prospects Quotation controlling Variant management Bundle customers

Points of delivery Classification Billing Change of supplier etc. 83

Detailed View of Calculation Schema


84

Contracts and Market Communication

5

Manage contracts according to market rules

3



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…

Opportunity


PoD-Set

Quotation

Contract

85

Updating Large Contracts 3

5

Change multiple quotations and contracts at once with the new mass change processes

Collect quotation/contracts in a contract set or structured quotation/contract  Trigger calculation on item level  Reset calculation on item level  Change item status  Mass change of market comm. data  Create quotation from existing contract  Supply end 


Contract-Set (*)

Plain- / structured Quotation

New with CRM 7.0

Plain- / structured Contract 86

Keep an eye on your sales targets 6

Monitor your sales pipeline and sales goals for the key account manager and sales manager



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

87

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

88


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


89

Additional Information

Tips & Tricks



Usability Paradigm



Business Roles



Contract Creation



Technical Differentiator and Enhancements Samples



Transaction Launcher



More Knowledge Sources



Recent and planned Development


91

Usability paradigm in the WebClient UI – Intuitive

– Tailored – Fast with – Fewer fields

– Fewer steps – Free navigation – Context frame – Configurable – Extensible without – Transactions


92

92

View Configuration


93

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 movein/out processing, limited search and simple overview views – The full IC role is linked to full CRM data model, contract management and enhanced overview views


94

94

3 ways to create utilities contracts

Move In/Out + Well known since 1997 - No CRM view/footprint

Accelerated Move In-Out

Contract Management

+ Quick

+ Simplified process

+ IC WebClient

+ WebClient for residential and C&I

+/- Parked document

+ Process Framework

- Contract attributes in multiple places

+/- Asynchronous

- Complex transaction

- Transaction based

+ Service as product with attributes

- No CRM contract

+ Product Proposal

- Do not use with IC WebClient


+/- Use of templates

+/- Use of templates

95

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 improved Account Identification, Overviews, Environment Trees and Service Location Views

The use of contract management requires to retire most IS-U move-in/out processes


96

Use of Utility Products 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

1. IS-U Rate

Identify IS-U rates

Create CRM product

Find values that should be set by agents.

Optional: Configuration attributes.

3. Master Data Template

Link to CRM product. Set constants. Link configuration attributes.

Optional: Product packages Optional: Include in product proposal.

 Use product proposal if the customer has a choice, typical for energy retailers

Research / Adjust Billing © 2011 SAP AG. All rights reserved.

2. CRM Product

Sales

Link Sales & Billing 97

Special case: 2 contract model for certain markets

 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)


98

Technical Differentiator of CRM WebClient 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) Business Object Layer CRM



Ability to call all ERP/IS-U transactions with HTML GUI


Sales / Service / Marketing

IS-U CCS Billing / EDM / Financials / Collaborative Services / AMI

99

Best Practice for Enhancement Design in CRM for Utilities I need a new field and cannot find it in the configuration tool Example: Display ‘FI-CA Credit Worthiness’ field in Account Overview Enhancement & 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 cases Enhancement & configuration. Transaction launcher for changes. Effort 5 days. Workaround: All transaction launcher. Effort 2 hrs. Note: BPEM case creation in IC part of planned roadmap

I need a custom process Example: Custom screens and logic in contract management Special skills required. Enhancement in process framework. Effort 20+ days. No workaround.


100

Use of interaction center outside of call center  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


101

Transaction Launcher Use in the Call Center  Often used processes should run in a WebClient view (>80% of volume)  Rare use of transaction launcher (<20% of volume) is o.k. Risks  Some rendering and performance problems known  Data object locking and update collisions possible  Transaction in HTML GUI runs fully isolated and out of the WebClient’s control Examples  Good example: Sometimes, the agent uses the creditworthiness transaction  Bad example: The agent updates the business partner data with transaction ‘BP’ in ERP


102

More information… 

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)

Together with software shipment

 Other Documentation – Cookbooks (Service Marketplace) https://service.sap.com/utilities Independent of software shipment


103

Relevant Cookbooks 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)


104

Motivation for Best Practice Guide (Cookbook) ‘Best-Run Utilities Interaction Center’ 

SAP Value Engineering Benchmarks for 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


105

Structure Best Practice Guide (Cookbook) ‘Best-Run Utilities Interaction Center’    

Introduction Reference Material Important Design Considerations Content for each call center process


106

Top 5 Issues in SAP CRM implementation projects at Utilities customers

Top 5 Issues in SAP CRM implementation projects at 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 as workaround

3)

CRM Interaction Center is used as portal replacement to access ERP functionality

4)

Mass data changes and mass data access in CRM not separated from online usage

5)

Communication Management System


108

1) Performance requirements for ERP backend not defined for IC WebClient processes ERP 6.0 running on good old 2004‘s hardware

CRM makes RFC to ERP to get the last years consumption

Fancy fast new CRM box

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 not considered 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. © 2011 SAP AG. All rights reserved.

109

2) Too much Transaction Launcher ERP

CRM We know VA01, let‘s use the TRX Launcher instead 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. © 2011 SAP AG. All rights reserved.

110

3) Interaction Center is used as portal for everything The CRM Interaction Center framework is designed for simplified user interaction 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. © 2011 SAP AG. All rights reserved.

111

4) Mass data changes and mass data access in CRM not separated from online usage ERP

ERP mass data change during daytime triggers MW delta queue. Load blocks CRM online users

CRM

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 arbitrary time-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. © 2011 SAP AG. All rights reserved.

112

5) Communication Management System 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 CMS vendor. 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. © 2011 SAP AG. All rights reserved.

113

Recent and Planned Development in CRM for Utilities

SAP CRM 7.0 EhP 2* for Utilities Current Default Release (as of Q1/2013) 

Enhanced Product Proposal



Improved 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


117

Enhanced Product Proposal

The enhanced product proposal allows to search for products, packages and RTOM 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


118

Enhanced Product Proposal – Entry Screen


119

Enhanced Product Proposal - Products


120

Enhanced Product Proposal - Packages


121

Enhanced Product Proposal – RTOM Offers


122

Improved Identification in IC WebClient

Separation of the search results of the technical and the business data plus click actions on the items. Better visualization and faster navigation.

Business Master Data


Technical Master Data

123

Improved Identification in IC WebClient cont.

One click actions allow a faster navigation.

The enhanced identification page can also be the entry page for all processes and overviews, e.g. display contract, product changes etc.


124

User Interface for Service Management

An IC UI to create, change and display ERP service orders and notifications using the utilities order configuration. Appointment scheduling is possible for orders. Related documents are shown.


125

Handling of Collective Bill Business Agreements in SAP CRM Create collective bill agreements and allocate individual business agreements to collective agreements in the CRM IC and KAM roles


126

Data Import Tool for Utilities (during B2B sales process)

Use the Data Import Tool to support the sales process of a Key Account Manager for Commercial and Industrial Customers.


127

Overview Utilities Sales Process for C&I Customers Account Management

Quotation Management

Conclusion of Deal

Versioning

Accounts

Easy Navigation via Advanced Filtering

& Fact Sheets

PoD-Set

Data Import Tool

Technical Business master data partner

Quotation Insert Contract

Contract

Quotations

Open Interface

Profiles

Calculation Tools © 2011 SAP AG. All rights reserved.

128

Quotation Version and Relationship

Version 1

Version 2

Source quotation - taken for the very first negotiation with the customer.

Based on source quotation the KAM made a copy to create version 2 and changed the prices accordingly.

The customer complains about the prices.


129

Quotation and Contract Overview Page Filtering in large documents Filter complete documents – based 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 entries – the document hierarchy remains stable


130

Quotation and Contract Overview Page Positioning in large documents 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 list – the next matching entries will be highlighted according to the initially entered search criteria


131

Interface for Calculation Tools



SAP provides an open interface to integrate calculation tools into the SAP CRM 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


132

Utilities Check Cockpit 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 a contract 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.


133

Process Framework Check Repository

Provides an enhanced framework for definition and execution of custom defined process checks.

Flexible framework with decoupled check definitions for reusable assignments to multiple processes.


134

What is Demand Side Management (DSM)?


135

The Demand Side Management Lifecycle Lead/Opportunity Mgmt

Program Targeting (new & existing Programs)  Gather Customer Information  Grow Program-Adoption  Approval Process

 Pipeline Tracking  Quotation Management

Program Enrollment & Delivery      

Eligibility (Proof of Qualification) Execution / Enrollment Equipment Requirements Equipment Verification Fulfillment (i.e. Loans and Rebates) Exception Handling

Program Creation/Revision  Define Program Goals  Define Terms and Program Eligibility  Program Proposal and Approval  Program Simulation – Pilot  Full-Scale implementation

Monitoring and Reporting

Program Strategy  Legislation  Corporate Initiatives

Source: ASUG DSM Influence Council © 2011 SAP AG. All rights reserved.

Program Decommissioning    

Rate changes Device Disposition 3rd party Integration Customer Notification

         

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)

136

SAP’s DSM Solution Supports the Management of DSM Programs Lead/Opportunity Mgmt

Program Targeting (new & existing Programs)  Gather Customer Information  Grow Program-Adoption  Approval Process

 Pipeline Tracking  Quotation Management

Program Enrollment & Delivery      

Eligibility (Proof of Qualification) Execution / Enrollment Equipment Requirements Equipment Verification Fulfillment (i.e. Loans and Rebates) Exception Handling

Program Creation/Revision  Define Program Goals  Define Terms and Program Eligibility  Program Proposal and Approval  Program Simulation – Pilot  Full-Scale implementation

Monitoring and Reporting

Program Strategy  Legislation  Corporate Initiatives

Source: ASUG DSM Influence Council © 2011 SAP AG. All rights reserved.

Program Decommissioning    

Rate changes Device Disposition 3rd party Integration Customer Notification

         

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)

137

Planned Developments for Utilities Retailers Energy Sales  Product Definition & New Rules  Prices Object  Competition Products  Contract Packages & Change Processes  Product Determination


138

Planned Developments for Utilities Customer Service  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


139

Connecting SAP Customers with SAP Product Development Three Channels for Customer Influence

Improvement

Innovation

Vision

Today’s Solution

Planned Solution

Future Directions

Customer Connection

Customer Engagement Initiative

Customer Advisory Councils

Improvements

Next Products and Solutions

Strategic Concepts

Source: GUGO © 2011 SAP AG. All rights reserved.

140

Thank You! Contact information:

Robert Straubinger Solution Management Utilities SAP Labs Canada (604) 318-8175 [email protected]


No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.

Oracle and Java are registered trademarks of Oracle and/or its affiliates. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C ®, World Wide Web Consortium, Massachusetts Institute of Technology.


142

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Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten. Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli und Informix sind Marken oder eingetragene Marken der IBM Corporation. Linux ist eine eingetragene Marke von Linus Torvalds in den USA und anderen Ländern. Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetragene Marken von Adobe Systems Incorporated in den USA und/oder anderen Ländern. Oracle und Java sind eingetragene Marken von Oracle und/oder ihrer Tochtergesellschaften.

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CRM Utilities 2013

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