ReliantEnergy’sUXTransforma5onwithSAPUI5JimmyLeong,Utegra0on(onbehalfofVictorBulerez,NRG)

•  CompanyFacts–  Fortune200–Ranked196th(2015)–  No.1incompe00vegenera0oninU.S.–  Morethan150genera0onassetsin23states–  Nearly3millionrecurringretailcustomers–  Approximately10,000employees–  Dual-headquarteredinPrinceton,NJandHouston,TX

•  CleanEnergyIni5a5ves–  No.3inrenewablegenera0oninU.S.–  Wind:3,000MWofgrosswindcapacity–  Solar:1,200MWofgrosssolarcapacity

ABOUTNRG

ABOUTUTEGRATION

•  CompanyFacts–  FocusesonSAPU0li0es,analy0csandcoretechnologies–  Servedmorethan50clientsacrosswater,gas,electricandbroaderenergy

sectors–  HeadquarteredinHouston,TXwithofficesinIndiaandMalaysia

•  Achievements&Recogni5ons–  2015SAP®forU0li0esPartneroftheYearExcellence

Award–  SAPRecognizedExper0seinU0li0es–  TexasA&MUniversityAggie100Honor–  NamedOneofHouston'sLargestMinority-Owned

BusinessesbyHoustonBusinessJournal

BUSINESSDRIVERS

AgentaIri5on-10%

AverageHandleTime

-13% Training5me

-50%

Agentsa5sfac5on+5%

1stcallresolu5on+3%

Goals

APPROACH

UXJourney

Design Approach (Business Driven)

Human Factors

Engineering

Internal IT Evaluation

Implementation (Alignment to SAP UX

Strategy)

Semi-agile Project

Approach

APPROACH

Semi-agileApproach

Wave 1

Wave 2

Production Go-live Wave n UAT

UAT UAT n

CALLCENTERTRANSFORMATION

RedesignedSAPUserExperience

APPROACH

APPROACH

SAPWebIC

SAPUI5

Redesigninterac5oncenterwithSAPUI5withoutre-implemen5ngSAPCRMWebIC

APPROACH

APPROACH

Businessprocessoriented

Contextual

Caller

Business

APPROACH

FitforpurposeUI

APPROACH

HIGHLEVELARCHITECTURE

CCUX

StatelessStateful

ODataProtocolVanillaAJAX

UI5FrontEndBackEndAgnos5c

MAJORINTEGRATIONPOINTS

CCUX

WebIC

CTI ContextArea

SAPCRM

SAPIS-U

SAPGateway

Naviga5onLinks

WebUI

(EmbeddedintoWebIC)

MAJORINTEGRATIONPOINTS

CCUX

WebIC

CTI ContextArea

SAPCRM

SAPIS-U

Naviga5onLinks

WebUI

(EmbeddedintoWebIC)

SAPGateway

KEYLEARNINGPOINTS

•  Topdownapproach1.  Definebusinessprocesses2.  Designuserexperience3.  Developintegra0onframework

•  Rolesandresponsibili5es1.  Businessasproductowner2.  ITassolu0onenabler

•  Technologyadop5on1.  SAPNetweaverGatewayandSAPUI52.  OData,HTML5,CSSandJavascript

BESTPRACTICES

•  NoteverythingcanbeRESTful–  Needaccesstoglobaldatacontextandcustomcontrollers–  Serversidecachingmightbetricky

•  IntegratewithSAPCRMWebICandUI–  DonotreplaceSAPCRMWebUIframework.Itoffersalotoffeaturessuchas

businessrole,naviga0onlinksandtelephonyintegra0on

•  Designsolu5onbasedonbusinessprocesses–  UIelementsaredesignedforspecificbusinessprocessandagentrequirements–  Allowustoprovidemeaningfulandcontextualinforma0on–  Op0mizedforagentworkflowandcustomerinterac0on

WHEREDOWESTANDTODAY

•  StartedwithaPilotPrograminMarch

–  3-4agentsinthebeginningandupto10byendofPilot

•  Con5nuedtoaPhasedRolloutinMay

–  ~120agentsat4differentloca0onsusingthenewUI

–  Currentlyat~350agentsandgoingupto400+bymid-August

•  Resultsonmetricimprovements

•  AgentSa0sfac0onup+2.2%YoY

•  1stCallResolu0onup+3.7%YoY

•  AverageHandlingTimedown-21%YoY

•  TrainingTime–USsitesdown-32%YoY

CLOSING

TheArtofthePossible•  Organiza5onal

–  ConsistentUXstrategyacrossBusinessandIT

–  Projectmethodology

•  Technology–  Adaptabilitytochanges

–  Addi0onalskillset(HTML,JavaScript&CSS)

–  Complexitytointegra0on

PLEASEVOTE!

hnp://goo.gl/nFFnwy

FOLLOWUS

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