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SAP for Utilities CRM Overview and Workshop

Solution Management Utilities May 2013 Version 2

Legal disclaimer

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 forwardlooking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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Overview and Workshop Agenda


Introduction Customer Service and Contact Management Integrated Sales Management for Residential Customers Complex Sales Management for Commercial & Industrial Customers 3 hrs 1 hrs 1 hrs

Additional 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 and for the business audience Only very few technical aspects are discussed The product evolution and roadmap is included as of 5/2013

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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 Technical innovation Demanding Customer Accelerating growth

Enforcement of Market Liberalization

Risk of loosing customers and revenue

Introduction of smart meter technology

Customer Choice Price sensitivity Expectation of high service quality

Acquisition of new customers Adapting to business changes Introducing new business models

Funding of renewable energy


Promotion of Energy Efficiency

New products and services

Renewable energy

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SAP Solution Overview for Utilities Retailers


Leverage pre-integrated, cross-functional best practices to reduce TCO and time to value
Balance, Forecast & Trade
(Balance Responsible Party)

Energy sales, Customer Service


(Customer Service Responsible)

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

Preparation of Energy Supply Products & Services

Execution of Billing for Energy Products & Services

Customer Service and Contact Management

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

Customer Credit Risk based Collections Management

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

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 Enable sales reporting and analytics Customer segmentation for successful campaigns and products Product configuration with best-in-class, integrated pricing tools

Key benefits
Increased customer satisfaction Closer relationship with customers Increased satisfaction and retention of top sales and service people Improved coordination of sales activities

Proven sales methodology Powerful call center solution Full support of key account managers Full 360 view on customers (quotations, contracts, billing...)

Improved productivity through integrated business processes

Customer examples

Innovative solution implemented based on SOA Entire quotation and contract creation speeded up
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Improved service quality for all customers dramatically Enhanced accuracy and consistency for company and customer data
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Different Views: Solution and Product


Business View

Technical View

Use Cases Requirements Solution

Data Model Workbench

Architecture

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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)

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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
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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 Additional fields link for account, addresses, business agreements and contact persons Additional industry specific overview available with 40+ assignment blocks
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Solution Details

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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
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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-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

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Review Interaction History & Object Context Menu


Requirement Interactions

Display all customer interaction records Filtering and Search 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)

Solution Interactions

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

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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-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.

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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 meter reading 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 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

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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 step creating 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 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

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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

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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 accounts

Solution Collections WL

Review assigned work lists and open work items Review collection progress

Requirement

Work Items

Collections

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 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).

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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 results in contract management processes

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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 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

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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 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)

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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.

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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 online credit 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 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

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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 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

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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

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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
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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 the package 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 the process 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 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

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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

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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 & Industrial Customers

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

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Business Role Key Account Manager

Service location
Meeting Sales Department 09:00

Utility Quotation Utility Contract Utility Master Agreement


Create
Account Business Agreement Contract Opportunity Service Location Master Agreement

Task 1 Task 2 Task 3

Utility reports POD Set Business Role Key Account Manager within Scenario Sales for Commercial and Industrial Customers for the Utilities industry.
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Sales Process for C&I Customers

1 Identify / create
account

3 2
Create PoD for quotation

Create quotation / price calculation

Prepare quotation for next visit

Prepare customer visit


Customer

Customer

Customer receives invoice

5
System

Accept quotation

7
Market communication / creation of billing relevant data

Create contract
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Managing the customer contact with ease


1

Account and contact management

Manage any information about people, organizations, and relationships Get a 360account overview Generate an account fact sheet

View and print any account information for the customer visit

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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

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Service Location Workbench


2

Managing service locations effectively


Quick search and Easy Creation of Service Locations

Tree Display, Details and 1-Click Actions

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Manage large customer data


2

Collect service locations in a PoD set


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
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PoD-Set

Quotation

Contract
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Correct pricing in quotations and contracts


2

Guarantee correct quotation pricing

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

Opportunity
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PoD-Set

Quotation

Contract
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Solution Pricing and Costing


SAP Custom Development

Forecast Products & prices HPFC Open Positions Portfolio Mgt

Prospects Quotation controlling Variant management Bundle customers


2011 SAP AG. All rights reserved.

Points of delivery Classification Billing Change of supplier etc.


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Detailed View of Calculation Schema

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Contracts and Market Communication


3

Manage contracts according to market rules

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

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Updating Large Contracts


5 3

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

Opportunity
2011 SAP AG. All rights reserved.

Contract-Set
(*)

Plain- / structured Quotation

Plain- / structured Contract


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New with CRM 7.0

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

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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

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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

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Additional Information

Tips & Tricks

Usability Paradigm Business Roles Contract Creation Technical Differentiator and Enhancements Samples Transaction Launcher More Knowledge Sources

Recent and planned Development

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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

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92

View Configuration

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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 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

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3 ways to create utilities contracts Accelerated Move In-Out


+ Quick

Move In/Out
+ Well known since 1997 - No CRM view/footprint - Contract attributes in multiple places - Complex transaction - Do not use with IC WebClient

Contract Management
+ Simplified process

+ IC WebClient
+/- Parked document +/- Asynchronous +/- Use of templates - Transaction based - No CRM contract

+ WebClient for residential and C&I


+ Process Framework + Service as product with attributes + Product Proposal +/- Use of templates

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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 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

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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

2. CRM Product

3. Master Data Template

Identify IS-U rates Find values that should be set by agents.

Create CRM product Optional: Configuration attributes. Optional: Product packages Optional: Include in product proposal.

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

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

Research / Adjust Billing


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Sales

Link Sales & Billing


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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)

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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
Sales / Service / Marketing

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

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

2011 SAP AG. All rights reserved.

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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.

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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

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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 WebClients 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

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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

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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)

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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

2011 SAP AG. All rights reserved.

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


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

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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 High modification degree on ERP based transactions make integration with native CRM screens difficult to impossible. ITS is used as workaround CRM Interaction Center is used as portal replacement to access ERP functionality Mass data changes and mass data access in CRM not separated from online usage

2)

3)

4)

5)

Communication Management System


108

2011 SAP AG. All rights reserved.

1) Performance requirements for ERP backend not defined for IC WebClient processes
ERP 6.0 running on good old 2004s hardware Fancy fast new 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 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.
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2) Too much Transaction Launcher


ERP
We know VA01, lets use the TRX Launcher instead of ERP Order entry for CRM

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

ERP mass data change during daytime triggers 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 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.
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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

2011 SAP AG. All rights reserved.

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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

2011 SAP AG. All rights reserved.

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Enhanced Product Proposal Entry Screen

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Enhanced Product Proposal - Products

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Enhanced Product Proposal - Packages

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Enhanced Product Proposal RTOM Offers

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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

2011 SAP AG. All rights reserved.

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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.

2011 SAP AG. All rights reserved.

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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.

2011 SAP AG. All rights reserved.

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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

2011 SAP AG. All rights reserved.

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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.

2011 SAP AG. All rights reserved.

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Overview Utilities Sales Process for C&I Customers


Account Management Quotation Management Versioning
Easy Navigation via Advanced Filtering

Conclusion of Deal

Accounts

& Fact Sheets

PoD-Set

Quotation Insert Contract

Quotations

Contract

Data Import Tool

Open Interface

Technical Business master data partner

Profiles

Calculation Tools
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Quotation Version and Relationship

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.

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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

2011 SAP AG. All rights reserved.

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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

2011 SAP AG. All rights reserved.

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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

2011 SAP AG. All rights reserved.

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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.

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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.

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What is Demand Side Management (DSM)?

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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


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 Strategy
Legislation Corporate Initiatives

Program Decommissioning
Rate changes Device Disposition 3rd party Integration Customer Notification

Source: ASUG DSM Influence Council


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SAPs 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


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 Strategy
Legislation Corporate Initiatives

Program Decommissioning
Rate changes Device Disposition 3rd party Integration Customer Notification

Source: ASUG DSM Influence Council


2011 SAP AG. All rights reserved.

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Planned Developments for Utilities Retailers Energy Sales


Product Definition & New Rules Prices Object Competition Products Contract Packages & Change Processes Product Determination

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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

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Connecting SAP Customers with SAP Product Development


Three Channels for Customer Influence

Improvement
Todays Solution

Innovation
Planned Solution

Vision
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 robert.straubinger@sap.com

2011 SAP AG. All rights reserved.

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Weitergabe und Vervielfltigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrckliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen knnen ohne vorherige Ankndigung gendert werden. Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte knnen 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 Lndern. Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetragene Marken von Adobe Systems Incorporated in den USA und/oder anderen Lndern. Oracle und Java sind eingetragene Marken von Oracle und/oder ihrer Tochtergesellschaften. UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWin sind Marken oder eingetragene Marken von Citrix Systems, Inc.

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