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SAP Solution Brief

SAP Customer Relationship Management

SAP® BUSINESS COMMUNICATIONS MANAGEMENT FOR UTILITIES

FULLY INTEGRATED SOFTWARE TO IMPROVE CUSTOMER SATISFACTION

SAP® Business Communica- tions Management software helps utilities improve cus- tomer service with a flexible, multichannel
SAP® Business Communica-
tions Management software
helps utilities improve cus-
tomer service with a flexible,
multichannel communica-
tions platform that supports
activities from contact cen-
ters to field operations. The
all-IP software is designed
to work with the SAP Cus-
tomer Relationship Manage-
ment application.

In the utilities business, customer satis- faction is always driven by one key fac- tor – communication. No matter how you interact with your customers, con- necting them to the right person quickly and painlessly plays a major role in your ability to keep customers satisfied with your service. But all too often, inade- quate contact center operations stand in the way. Many utilities lack the func- tionality to intelligently route customer calls using information leveraged from their customer relationship management system. And even if you have this ability, the people your customers need – from field engineers to billing specialists – may not be available.

The fact is, your communications net- work shouldn’t stop at the doors of your contact center. You depend on a wide variety of people throughout your enter- prise to serve your customers – and these people need to be just as avail- able as your call agents. Take a look at SAP® Business Communications Man- agement software. It provides a flexible, multichannel, all-IP business communi- cations platform that you can use to deploy IP telephony for everyone who needs it. This includes your inbound and outbound contact centers, field opera- tions, marketing and sales groups, and even your outside contractors.

The software is designed to work with the SAP Customer Relationship Man- agement (SAP CRM) application, so you don’t have to worry about costly, cumbersome integration issues. Imple- mentation is measured in weeks rather than months – and you can leverage all of your data from SAP CRM. This

empowers your people to speed the resolution of customer problems and dramatically increase satisfaction.

Of course, the software works seam- lessly with your existing telephony infra- structure, so you can preserve your telephony investment. And because it’s an all-IP, browser-based solution, the software can replace your whole infra- structure – at the pace you choose – to significantly boost your communications capabilities and significantly reduce your communications cost.

Software That Is New and Proven

SAP Business Communications Man- agement was originally the proven solution created by Wicom Communi- cations. Globally, over 200 companies have been using the software for years, deriving real business value through better agent utilization that is no longer limited to the confines of a contact center. Supporting an open platform that significantly eases maintenance burdens, the software helps you better manage communications today and ensure flexibility for tomorrow.

The Power of Integration

As the primary conduit between you and your customers, your contact center is the heart of your communications oper- ation. That’s why SAP Business Com- munications Management does more than just improve the operation – it enables a broader communications infra- structure that virtualizes your contact center so that your people are available regardless of where they are deployed.

SAP Solution Brief SAP Customer Relationship Management SAP® BUSINESS COMMUNICATIONS MANAGEMENT FOR UTILITIES FULLY INTEGRATED SOFTWARE
SAP Solution Brief SAP Customer Relationship Management SAP® BUSINESS COMMUNICATIONS MANAGEMENT FOR UTILITIES FULLY INTEGRATED SOFTWARE

The software leverages information across the enterprise to keep your customers informed through multiple channels – voice, e-mail, short message service (SMS), and chat – and lets you solve customer issues fast, the first time.

SAP Business Commu- nications Management software provides a flexible, multichannel, all-IP business commu- nications platform that you can use to deploy IP telephony for every- one who needs it.

can employ intelligent outbound com- munications to keep your customers informed and keep your contact center from being overwhelmed. The moment an outage occurs, you can transmit a notification – via voice, e-mail, or SMS – only to those people affected using customers’ postal codes or any other means of customer segmentation defined in SAP CRM. You can also pro- vide status updates to customers with estimates regarding the return of service.

By keeping only the affected customers informed through outbound notifications, your incoming call volume remains sta- ble, and your contact center remains available for routine and emergency ser- vices. Your customers will appreciate the fact that you have contacted them with the information they need to plan accordingly – and that’s good for your overall satisfaction ratings.

SAP Business Communications Man- agement is fully configured to connect with SAP CRM – without additional hardware, middleware, or third-party vendors. This “prepackaged” integra- tion will have you up and running quickly. It also means far lower maintenance costs – because you no longer have to support multiple platforms, contend with conflicting vendor upgrades, or employ numerous IT people just to keep the infrastructure running smoothly.

Don’t Just React to Service Interruptions – Manage Them

When service is interrupted, it’s crucial to get information to your customers before they call you. Since SAP Busi- ness Communications Management is designed to work with SAP CRM, you

You don’t have to limit this functionality to service interruptions either. For example, if you anticipate a spike in demand due to a heat wave, or water restrictions due to draught conditions, the outbound notifications can describe efficiency measures customers can employ to reduce usage.

Communications Management Beyond the Contact Center

With an integrated SAP Business Com- munications Management implementa- tion, your communications network no longer has to stop at the contact center facility. The all-IP software lets you con- nect to the people you need to ensure fast customer resolution and keep all of your key operations running smoothly. With your people connected through

mobile devices and browser-based inter- faces, they become part of an availability matrix – a grid of human resources that can be tapped to address specific issues. Call agents can quickly identify the right personnel, determine availability, and know how to contact them.

You can even use the software to con- nect to outsourced services such as vegetation management. Through mobile phones, your tree-trimming crews can connect directly to the contact center rather than through third-party dispatch- ers. This reduces the complexity of out- sourced services and allows your call agents to know which crews are avail- able at any given time. You’ll be able to speed response times and more effec- tively monitor the service levels of your contractors so that you get the most out of every contracting dollar you spend.

Foster Enterprise-Wide Availability and Flexibility

SAP Business Communications Man- agement allows you to dynamically pro- vision all of the elements across your enterprise – the people, resources, relationships, and contingencies – to be available whenever they are needed. Even if you are temporarily bringing in people during emergency operations, the software can make them visible and available to your contact center. For example, if a hurricane requires you to bring in crews from across the globe, you can use the software to quickly make them visible within the contact

center queues for coordination and dispatch. When the disaster is over, and crews go offline, the contact center can quickly “shrink” back to regular operations.

Software That Fits Your Technology Migration Plans

In an era of climate change concerns and new regulatory schemes, utilities like yours face tectonic changes that impact virtually every aspect of opera- tions. The adoption of advanced meter infrastructure (AMI) technology and the bidirectional flow of information between the utility and the meter require that utilities become fully integrated – making generation, transmission, and business services a single seamless operation. To achieve that level of inte- gration, you can’t afford to ignore your communications infrastructure.

Because SAP Business Communications Manage- ment is part of SAP CRM, it’s fully configured to con- nect with the application – without additional hardware, middleware, or third-party vendors.

By supporting communications function- ality that traditional telephony simply cannot, SAP Business Communications Management integrated with SAP CRM helps you prepare for AMI. In the future, it may be possible to use the software to route communications to service providers based on information coming across your metering systems. You may even be able to route notifications to customers if their usage exceeds specified thresholds. Whatever infor- mation is being enabled through AMI,

you can use the software to channel that information to the appropriate resource so that your customers get the highest level of service and support in the industry.

Why Spend More and Get Less?

SAP Business Communications Man- agement is the only solution that pro- vides integration with SAP CRM while giving you the choice of integration with or replacement of your existing tele- phony hardware. The software helps you achieve:

Higher customer satisfaction through improved responsiveness and consistent first-call resolution Reduced cost with smarter work- force utilization, intelligent call rout- ing, and lower maintenance costs Fast time to benefit through imple- mentation measured in weeks, not months Reduced complexity through a single, integrated solution that simplifies communication enterprise-wide Lower total cost of ownership with an open-standard, browser-based application that’s widely accessible, requires low maintenance, and is fully supported by a single vendor

Find Out More

To learn more about how SAP Busi- ness Communications Management can help your utility improve its commu- nications operation, contact your SAP representative or visit us online at

Software That Fits Your Technology Migration Plans In an era of climate change concerns and newwww.sap.com/usa/solutions /business-suite/crm/featuresfunctions /businesscommunications.epx . Industry Proven to Get You Up and Running Fast International IT services provider Atos Origin S.A. needed to replace its service desk that was burdened by diverse local infrastructures and complex proprietary technologies. “We needed a unified and scalable solution that could help us ensure 24x7 global service desk support and superior customer service,” said Mick Hassall, vice president of global managed operations at Atos Origin. “Only SAP Business Communications Management could deliver a truly location- independent, multichannel solution in a very short deployment time. With the software, we have been able to unify our network of global delivery centers with consistent infrastructure, processes, and tools.” In fact, Atos Origin successfully deployed the software in six global service centers across five conti- nents in just five weeks. They have joined over 200 companies who are successfully using SAP Business Communications Management to enhance their customer service. " id="pdf-obj-2-82" src="pdf-obj-2-82.jpg">

Industry Proven to Get You Up and Running Fast

International IT services provider Atos Origin S.A. needed to replace its service desk that was burdened by diverse local infrastructures and complex proprietary technologies. “We needed a unified and scalable solution that could help us ensure 24x7 global service desk support and superior customer service,” said Mick Hassall, vice president of global managed operations at Atos Origin. “Only SAP Business Communications Management could deliver a truly location- independent, multichannel solution in a very short deployment time. With the software, we have been able to unify our network of global delivery centers with consistent infrastructure, processes, and tools.” In fact, Atos Origin successfully deployed the software in six global service centers across five conti- nents in just five weeks. They have joined over 200 companies who are successfully using SAP Business Communications Management to enhance their customer service.

QUICK FACTS

Summary

SAP® Business Communications Management software helps utilities improve customer service with a flexible, multichannel communications platform that supports activities from contact centers to field operations.

Business Challenges Improve customer satisfaction with better service and more effective communication during service interruptions and call volume spikes Better utilize workforce for customer-facing operations Lower implementation and maintenance costs for customer communications

Supported Business Processes and Software Functions

Complete customer relationship management solution – Manage customers better by integrating with the SAP Customer Relationship Management application All-IP solution – Replace existing telephony entirely or keep it as needed Virtualized contact center – Automatically add or remove call agents based on demand Intelligent call routing – Route calls to automated notifications that keep customers informed Customer self-service – Automate routine services like “move-ins” and “move-outs” and billing inquiries and payments Workforce collaboration – Enable call agents and field operations staff to stay connected through mobile devices and browser-based interfaces

Business Benefi ts

Higher customer satisfaction through improved responsiveness and consistent first-call resolution Reduced cost with smarter workforce utilization, intelligent call routing, and lower maintenance costs Fast time to benefit through implementation measured in weeks, not months Reduced complexity through a single, integrated solution that simplifies communication enterprise-wide Lower total cost of ownership with an open-standard, browser-based application that’s widely accessible, requires low maintenance, and is fully supported by a single vendor

For More Information

To learn more about how SAP Business Communications Management can help your utility improve its communications operation, call your SAP representative or visit us online at

/businesscommunications.epx.

50 091 248 (08/09)

©2008 by SAP AG. All rights reserved. SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respec- tive logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world.

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 S.A. in the United States and in several other countries. Business Objects 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 specifi cations may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affi liated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

<a href=www.sap.com/contactsap Summary SAP® Business Communications Management software helps utilities improve customer service with a flexible, multichannel communications platform that supports activities from contact centers to field operations. Business Challenges • Improve customer satisfaction with better service and more effective communication during service interruptions and call volume spikes • Better utilize workforce for customer-facing operations • Lower implementation and maintenance costs for customer communications Supported Business Processes and Software Functions • Complete customer relationship management solution – Manage customers better by integrating with the SAP Customer Relationship Management application • All-IP solution – Replace existing telephony entirely or keep it as needed • Virtualized contact center – Automatically add or remove call agents based on demand • Intelligent call routing – Route calls to automated notifications that keep customers informed • Customer self-service – Automate routine services like “move-ins” and “move-outs” and billing inquiries and payments • Workforce collaboration – Enable call agents and field operations staff to stay connected through mobile devices and browser-based interfaces Business Benefi ts • Higher customer satisfaction through improved responsiveness and consistent first-call resolution • Reduced cost with smarter workforce utilization, intelligent call routing, and lower maintenance costs • Fast time to benefit through implementation measured in weeks, not months • Reduced complexity through a single, integrated solution that simplifies communication enterprise-wide • Lower total cost of ownership with an open-standard, browser-based application that’s widely accessible, requires low maintenance, and is fully supported by a single vendor For More Information To learn more about how SAP Business Communications Management can help your utility improve its communications operation, call your SAP representative or visit us online at www.sap.com/usa/solutions/business-suite/crm/featuresfunctions /businesscommunications.epx . 50 091 248 (08/09) ©2008 by SAP AG. All rights reserved. SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respec- tive logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. 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 S.A. in the United States and in several other countries. Business Objects 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 specifi cations may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affi liated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. " id="pdf-obj-3-99" src="pdf-obj-3-99.jpg">
<a href=www.sap.com/contactsap Summary SAP® Business Communications Management software helps utilities improve customer service with a flexible, multichannel communications platform that supports activities from contact centers to field operations. Business Challenges • Improve customer satisfaction with better service and more effective communication during service interruptions and call volume spikes • Better utilize workforce for customer-facing operations • Lower implementation and maintenance costs for customer communications Supported Business Processes and Software Functions • Complete customer relationship management solution – Manage customers better by integrating with the SAP Customer Relationship Management application • All-IP solution – Replace existing telephony entirely or keep it as needed • Virtualized contact center – Automatically add or remove call agents based on demand • Intelligent call routing – Route calls to automated notifications that keep customers informed • Customer self-service – Automate routine services like “move-ins” and “move-outs” and billing inquiries and payments • Workforce collaboration – Enable call agents and field operations staff to stay connected through mobile devices and browser-based interfaces Business Benefi ts • Higher customer satisfaction through improved responsiveness and consistent first-call resolution • Reduced cost with smarter workforce utilization, intelligent call routing, and lower maintenance costs • Fast time to benefit through implementation measured in weeks, not months • Reduced complexity through a single, integrated solution that simplifies communication enterprise-wide • Lower total cost of ownership with an open-standard, browser-based application that’s widely accessible, requires low maintenance, and is fully supported by a single vendor For More Information To learn more about how SAP Business Communications Management can help your utility improve its communications operation, call your SAP representative or visit us online at www.sap.com/usa/solutions/business-suite/crm/featuresfunctions /businesscommunications.epx . 50 091 248 (08/09) ©2008 by SAP AG. All rights reserved. SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respec- tive logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. 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 S.A. in the United States and in several other countries. Business Objects 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 specifi cations may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affi liated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. " id="pdf-obj-3-101" src="pdf-obj-3-101.jpg">