Transcript CCP_2_Straubinger. ppt

Sales Management and Customer
Service For Residential Customers
Robert Straubinger
SAP Labs
© 2008 Eventure Events. All rights reserved.
Learning Points
Walk through the SAP customer care solution
• What is customer relationship and billing and
financial customer care in SAP for Utilities?
• How does a single user interface support simple
regulated as well as complex deregulated
scenarios?
• Experience the new contract management
processes, compare to move-in/out
Learning Points
Walk through the SAP customer care solution
• What is customer relationship and billing and
financial customer care in SAP for Utilities?
• How does a single user interface support simple
regulated as well as complex deregulated
scenarios?
• Experience the new contract management
processes, compare to move-in/out
What is CRB and CFM?
Solution Map Scenario Groups
• Selling of Energy & Services
• Customer Service Management
• Billing of Energy & Services
• Customer Financial
Management
Selling of Energy & Services
Campaign Management
IC Marketing
Sales Management for Residential Customers
Sales Management for Commercial and Industrial Customers
Account and Contact Management
Integrated Sales Planning and Analysis
Customer Service Management
Service Order Management with ERP Billing
Customer Service Processes
Service Contract and Entitlement Management
Complaints and Returns Management
Electronic Customer Services
Account and Contact Management
Customer Relationship &
Billing for Utilities
Billing of Energy & Services
Billing for Residential Customers
Billing for Commercial and Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial
Management for Utilities
Customer Financial Management
Receivables and Collections Management
Reconciliation and Closing
Auditing
Scenarios in CRB and CFM
• Identifying Account for Utility Service Processes
• Customer Data Overview
• Managing Accounts and Business Agreements
• Managing Utility Contracts in the Interaction Center
• Bill Information / Bill Correction
• Malfunction Notification / Service
• Managing Financial Inquiries in IC
(list not exhaustive)
Selling of Energy & Services
Campaign Management
IC Marketing
Sales Management for Residential Customers
Sales Management for Commercial and Industrial Customers
Account and Contact Management
Integrated Sales Planning and Analysis
Customer Service Management
Service Order Management with ERP Billing
Customer Service Processes
Service Contract and Entitlement Management
Complaints and Returns Management
Electronic Customer Services
Account and Contact Management
Billing of Energy & Services
Billing for Residential Customers
Billing for Commercial and Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial Management
Receivables and Collections Management
Reconciliation and Closing
Auditing
Classic IS-U View, data objects
Name
Address
Business
Partner
Contract
Account
Posting Control
Correspondence
Contract
Move-In
Document
Invoice Option
Move-in date
Rate Category
Point
of Delivery
Price Term
Installation
Meter Reading
Unit
Facts
Consumption /
Demand
Premise
Connection
Object
Service
Address
Simplified CRM View
Name
Address
Business
Partner
Account
Contract
Account
Business
Agreement
Move-In
Document
Contract
Contract
Start Date
Line Item
per PoD
Product
Attributes
Service Location
Rate Category
Point
of Delivery
Installation
Meter Reading
Unit
Facts
Consumption /
Demand
Premise
Connection
Service Object
Address
Premise
Point
of Delivery
Connection
Object
Simplified Process User Interface
• Complex Backend Process does not change
• UI matches business process requirement
Scenarios in CRB and CFM
• Identifying Account for Utility Service Processes
• Customer Data Overview
• Managing Accounts and Business Agreements
• Managing Utility Contracts in the Interaction Center
• Bill Information / Bill Correction
• Malfunction Notification / Service
• Managing Financial Inquiries in IC
(list not exhaustive)
Selling of Energy & Services
Campaign Management
IC Marketing
Sales Management for Residential Customers
Sales Management for Commercial and Industrial Customers
Account and Contact Management
Integrated Sales Planning and Analysis
Customer Service Management
Service Order Management with ERP Billing
Customer Service Processes
Service Contract and Entitlement Management
Complaints and Returns Management
Electronic Customer Services
Account and Contact Management
Billing of Energy & Services
Billing for Residential Customers
Billing for Commercial and Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial Management
Receivables and Collections Management
Reconciliation and Closing
Auditing
This
Presentation
1024 x 768
Call Center
1280 x 1024
or more
 Dual Search Views (Account, Premise)
 Seamless Search, Create, Change
 Browse through hit list
 3-way context (Account, BuAg, Premise)
 Technical object tree
Account Overview with
> 25 Assignment blocks
Configurable, Adaptable
Fact Sheets
Invoice & Billing Details
Bill Image
Configured Fact Sheet:
Mix of smaller views,
billing view and tree
‘My 80% screen’
‘My 80% screen’
Typical 1280 x 1024 resolution
Scenarios in CRB and CFM
• Identifying Account for Utility Service Processes
• Customer Data Overview
• Managing Accounts and Business Agreements
• Managing Utility Contracts in the Interaction Center
• Bill Information / Bill Correction
• Malfunction Notification / Service
• Managing Financial Inquiries in IC
(list not exhaustive)
Selling of Energy & Services
Campaign Management
IC Marketing
Sales Management for Residential Customers
Sales Management for Commercial and Industrial Customers
Account and Contact Management
Integrated Sales Planning and Analysis
Customer Service Management
Service Order Management with ERP Billing
Customer Service Processes
Service Contract and Entitlement Management
Complaints and Returns Management
Electronic Customer Services
Account and Contact Management
Billing of Energy & Services
Billing for Residential Customers
Billing for Commercial and Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial Management
Receivables and Collections Management
Reconciliation and Closing
Auditing
Create Account
 address help & validation
 defaults and completion
Account created in CRM
 replication to IS-U instantly
Creation of Business
Agreement
Business agreement in CRM
 use of templates
 replication to IS-U instantly
Business Data complete
Review or Create Technical Objects
New Service Location Workbench
in CRM
Utilities Contract Management
 1 Document Header
 1 Line item per service
 Date and Product
Simplified CRM View
Account
Business
Agreement
Utilities Contract Management
Start Date
Contract
Line Item
per PoD
Service Location
Premise
Point
of Delivery
Connection
Object
Product
Attributes
Scenarios in CRB and CFM
• Identifying Account for Utility Service Processes
• Customer Data Overview
• Managing Accounts and Business Agreements
• Managing Utility Contracts in the Interaction Center
• Bill Information / Bill Correction
• Malfunction Notification / Service
• Managing Financial Inquiries in IC
(list not exhaustive)
Selling of Energy & Services
Campaign Management
IC Marketing
Sales Management for Residential Customers
Sales Management for Commercial and Industrial Customers
Account and Contact Management
Integrated Sales Planning and Analysis
Customer Service Management
Service Order Management with ERP Billing
Customer Service Processes
Service Contract and Entitlement Management
Complaints and Returns Management
Electronic Customer Services
Account and Contact Management
Billing of Energy & Services
Billing for Residential Customers
Billing for Commercial and Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial Management
Receivables and Collections Management
Reconciliation and Closing
Auditing
Bill Correction
Multiple Periods
Full or Adjustment Reversal
Meter Reading Changes
Not (yet) a CRM Process:
EAM Scheduling & Service
… planned
Simple Service Order / Notification
User Interface in CRM
Account Overview
 Multiple drill down
 Start other processes
 30/60/90 standard
Item / Document Display
Promise to Pay Creation
Account History
New Collections Fact Sheet
Summary: Scenarios in CRB and CFM
Simplified user interface, enhanced functions for call center processes
• Powerful search for account and premise related data
• Flexible and comprehensive fact sheets, overviews (80% view)
• Easy creation of accounts and premises
• New contract process replacing move-in/out process
• Quick bill image access and simple cancel/rebill
• Transaction Launch to service orders/notification,
new UI view planned
• Extensive financial overviews and
ready to use fact sheet
Increased Productivity
Less Training
High User Satisfaction
Selling of Energy & Services
Campaign Management
IC Marketing
Sales Management for Residential Customers
Sales Management for Commercial and Industrial Customers
Account and Contact Management
Integrated Sales Planning and Analysis
Customer Service Management
Service Order Management with ERP Billing
Customer Service Processes
Service Contract and Entitlement Management
Complaints and Returns Management
Electronic Customer Services
Account and Contact Management
Billing of Energy & Services
Billing for Residential Customers
Billing for Commercial and Industrial Customers
Billing of Unmetered Services
Billing of Services
Customer Financial Management
Receivables and Collections Management
Reconciliation and Closing
Auditing
Learning Points
Walk through the SAP customer care solution
• What is customer relationship and billing and
financial customer care in SAP for Utilities?
• How does a single user interface support simple
regulated as well as complex deregulated
scenarios?
• Experience the new contract management
processes, compare to move-in/out
Evolution of the Interaction Center
L-Shape CIC
since 1999
• IS-U/CCS 4.61
Frontoffice
since 1997
• IS-U/CCS 1.2
IC in CRM
since 2001
• CRM 3.0
• IS-U 4.63
IC WebClient
since 2004
• CRM 4.0, CRM 5.0
• IS-U 4.72, ERP 6.0
WebClient UI
since 2007
• CRM 5.2 and 2007
• ERP 6.0 EhP2
WebClient Adoption in Utilities
• Introduction of IC WebClient for Utilities
2004
• 1st Utility implements IC WebClient
2005
• 1st North American Utility selects WebClient
2006
• CRM 5.2 discontinues SAP GUI and PCUI
2007
• CRM 2007 ramp-up, Utilities C&I in WebClient
Q4/2007
• 1st North American Utility live on WebClient
Q1/2008
• Unrestricted shipment for CRM 2007
4/2008
• > 800 CRM 2007 shipments, > 20 live
8/2008
• > 15 Utilities implementing WebClient
today
• > 10 Utilities expected to go-live with WebClient
2009
Lifecycle Comparison
Mobile Music
Take Picture
Record Movie
SAP
Customer
Service
New Look, New Feel, New Energy
• Simplified User Interface for
– CRM WebClient
– IC WebClient
• Process oriented
• Configuration and Personalization
• Unique Look & Feel to be adopted
across all SAP Suite Applications
Benefits
•
•
•
•
•
Less Training
High User Satisfaction
Increased Productivity
Quick and low cost Changes
Easily adaptable to all Markets
Learning Points
Walk through the SAP customer care solution
• What is customer relationship and billing and
financial customer care in SAP for Utilities?
• How does a single user interface support simple
regulated as well as complex deregulated
scenarios?
• Experience the new contract management
processes, compare to move-in/out
3 ways to create utilities contracts
Move In/Out
Accelerated
Move In-Out
Contract
Management
+ Well known
+ Quick
+ Simplified process
- No CRM footprint
+ IC WebClient
- Contract attributes
in multiple places
+/- Parked document
+ WebClient for
residential and C&I
- Complex
transaction
+/- Asynchronous
+/- Use of templates
+ Process
Framework
- Transaction based
+ Service as product
with attributes
- No CRM contract
+/- Use of templates
- Less known
New Contract with Move In/Out
Business
Partner
Contract
Account
Move In Transaction
Move-In
Document
Contract
Rate Category
Point
of Delivery
Price Term
Installation
Meter Reading
Unit
Facts
Consumption /
Demand
Premise
Connection
Object
Move-in date
New Contract with Accelerated Move In/Out
Business
Partner
Contract
Account
Parked Document
Move-In
Document
Contract
submit Parked Move-In
Document
Account and Premise
Move-In Date
Contract Template
New Account Template
Rate Category
Point
of Delivery
Installation
Meter Reading
Unit
Facts
Consumption /
Demand
Premise
Connection
Object
New Contract with Contract Management
Business
Partner
Account
Contract
Account
Utilities Contract Management
Move-In
Document
Contract
Contract
Start Date
Line Item
per PoD
Product
Attributes
Rate Category
Point
of Delivery
Service Location Workbench
Installation
Meter Reading
Unit
Facts
Consumption /
Demand
Premise
Connection
Object
Premise
Point
of Delivery
Connection
Object
Summary Contract Management
• Utilities Contract Management has
a new User Interface (CRM 5.2+)
• Contract Management has a
new Process Framework
• Contract Management is
suitable for all scenarios
• Only Contract Management
provides a simple view
Account - Contract - Premise
Take away
• New CRM UI
‘without any transactions’
• Adjustable user interface, no ‘Vanilla’
• Knowledge on architecture and tools!
• Explore new processes
(example: contract management)
• Assess Maintenance and
Process Improvement Benefits
Further CRM WebClient Content
• CRM 2007 for Utilities Implementation Experience
Tuesday 11:20
• Sales Management
for Commercial and Industrial Customers
Wednesday 10:35
• Energy Efficiency and
Demand Response Programs
Wednesday 11:50
• Workshop WebClient Functionality of SAP CRM –
Configuration and Roadmap
Wednesday 1:30 – 5:30
Questions?
Walk through the SAP customer care solution
• What is customer relationship and billing and
financial customer care in SAP for Utilities?
• How does a single user interface support simple
regulated as well as complex deregulated
scenarios?
• Experience the new contract management
processes, compare to move-in/out
Robert Straubinger
SAP Labs
[email protected]
© 2008 Eventure Events. All rights reserved.