CRM 2007 for Utilities Implementation Experience

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CRM 2007 for UtilitiesImplementation Experience

Robert StraubingerSAP Labs

Agenda

CRM 2007 implementation experience• Highlights of CRM 2007• How the typical SAP ‘CIS’ implementation has changed

– Architecture change– Process change – Technology change

• Implementation Examples– Participation in ramp-up program– Solution footprint and process examples– Key challenges and benefits

• Lessons Learned

CRM without CompromiseAvoid historical CRM trade-offs – TODAY!

• Simple– drives adoption

and productivity

• Flexible – provides choice

and adaptability

•Comprehensive– breadth of capabilities

and innovation

Evolution of SAP CRM User Interfaces

PC UIPC UI

IC WebClient

IC WebClientCRM WebClient

CRM WebClient

SAP GUISAP GUI

CRM WebClient Adoption

• 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

Agenda




• Lessons Learned

Infamous misunderstanding of design

Highlights of CRM 2007 for Utilities

SAP view: New and improved functions compared to prior releases • Unified, flexible CRM User-Interface• Extended Customer Service and Sales in the IC

– Search, create and change master data, contact persons– Improved overviews, additional data trees– New contract management framework– Quotation management, product proposal

• Commercial and Industrial Customer Scenarios in WebClient– Successor of Key Account Manager Portal– New PoD set

• New Collections Management– Collections Work Lists– Collection Fact Sheet– Promise to Pay– Outgoing Payment Request

Highlights of CRM 2007 for Utilities

Customer view: CRM 2007 for Utilities • CRM becomes part of my landscape

– How big is the footprint, is there a ‘CRM light’?

• Design along CRM WebClient and ERP SAP GUI– How do different user roles look like?

• Which customer care processes have really changed?– Where to create, change and access customer & premise data?– New contract management vs. move-in/out – Full Customer Interaction History now only in CRM

• Assess new functions in Collections Management– Understand Collections Work Lists– Compare Promise to Pay, Installment Plan and Deferral– Is the new flexible dunning related?

Fact: How the typical SAP ‘CIS’ implementation has changed

Architecture

• ERP, CRM, BW, PI(XI)

• Data Model with Replication

• WebClient has zero footprint


Process Changes• Contract Management vs. Move-In/Out• Process Design, Examples:

1. WebClient Processes• Create master data• New contract• History and Overviews

2. IS-U/ERP Processes• Install Device• Service Order

3. Mix of 1. & 2.• Owner allocation• Bankruptcy

Meter ReadingUnit

Pointof Delivery

New Contract with Move In/Out

BusinessPartner

ContractAccount

Contract Move-in date

Price Term

Consumption / Demand

Move In Transaction

Move-InDocument

Facts

PremiseConnection

Object

Rate Category

Installation

New Contract with Contract Management

Utilities Contract Management

Account

Premise

ContractStart Date

Product

Attributes

Line Itemper PoD

Pointof Delivery

ConnectionObject

Meter ReadingUnit

Pointof Delivery

BusinessPartner

ContractAccount

Contract

Consumption / Demand

Facts

PremiseConnection

Object

Rate Category

Installation

Move-InDocument

Service Location Workbench

Simplified User Interface

• Complex Backend Process does not change

• UI matches business process requirement

• 80/20 Simple/Complex Process


Technology Change

• Design: MVC Model View Controller

• Data Model: BOLBusiness Object Layer

• Screen Changes:UI config Tool and HTMLB

• Enhancements:Component WorkbenchABAP Objects

IS-U CCSBilling / EDM / Collections /Collaborative Services / AMI

CRM Sales / Service / Marketing

BusinessObject Layer

WebClient

How the typical SAP ‘CIS’ implementation has changed

Changed enhancement design in CRM• Screen changes and enhancements

UI configuration tool, Workbench enhancementsExample: Remove / Add fields to ‘Customer Overview’

• Own screensFact sheet config, workbench, BOL enhancement, Example: 80% screen

• Own logic:Workbench enhancement using ABAPExample: Custom determination of security deposit waiver and amounts

Agenda




• Lessons Learned

Participation in Ramp-Up Program

• CRM Ramp-Up– CRM 5.2 8/2007 – 12/2007– CRM 2007 12/2007 – 4/2008

• 4 North American Utilities participated• Ramp-up Services

– Extra workshops (RKT)– On-site Training– Development Angel– IBU Contact– SAP Consultants

Solution footprint and process samples 1

By Market Role

1. Deregulated Retailer and Regulated Billing Service Provider– Contract management with IDE integration

– Products match offered products, attributes match options

– Combination of deregulated and regulated services (default retailer, competitive retailer, billing service provider)

– Enhancements for bundles and integration of IS-U Loyalty function

2. Deregulated Distributor, Billing Service Supplier (Rate-Ready), Default Supplier– 2 contract model with accelerated Move-In/Out (WebClient)

– Majority of customer service and contract processes in CRM

– Process enhancements in CRM: Security deposit handling, meter reading history


(cont.) By Market Role3. Regulated Electricity and Gas Supplier

– Accelerated Move-In/Out (WebClient)

– Several customer service processes called in IS-U(creation of customer, interaction records, large count of IS-U front office processes)

– Few CRM enhancements

4. Deregulated E&G Distributor and Default Supplier– IS-U Move in (via Transaction Launcher from WebClient)– Many customer service processes called in IS-U– IS-U enhancements called from CRM


5. Customer bought CRM

• Residential Regulated Gas Utility – Sales process in CRM

• Gas connection• Gas equipment• Gas supply service

– Custom design for new connection process

– Use of many additional CRM functions

– Typical usage of meter reading, customer service, billing and financial processes


6. And an Interesting One

• Residential – Design done without seeing the product, stuck to it, 100% WebClient

– Custom search, custom user guidance (‘Next’ buttons)

– Example processes using the custom user guidance:Change of address, bill correction, change budget billing plan

– Use of standard contract management, misunderstanding of process framework

• C&I– Mostly standard– Use of PoD Set– Calculation interface with XI, enhancement for margin and earnings– Enhancement to automatically check if product change / new contract – Structured documents enhancement (quotation and contract)– Adobe Web Service for printing quotations

Implementation ExampleEnrollment Process

Deregulated Electricity and Gas

Regulated Water, Sewer and other Services

CRM 2007

Enmax Corporation, Calgary

Contract Management

Enrollment Process End2End

Search Account Create Account

OverviewCredit Check

Search Premise Create Premise

Set DateSelect Products

Security DepositBudget Billing

Review & SubmitContract

Alternate AddressPayment Method

InteractionRecord

CreateSwitch Document

Process Start

Search Account

Create Account

OverviewCredit Check

Search orCreate Premise

StartContract Mgmt

Set DateSelect Products

ProductAttributes

OptionalFunctions

Review & SubmitContract

CreatedContract

CreatedContract

Optional Step

ContractDetails

Optional Step

ContractStatus

Optional Step

CreatedSwitch Document

Optional Step

UpdatedOverview

Optional Step

InteractionRecord

Process End

Implementation Highlights

• Usability– 100% WebClient, easy to use, easy to learn

• Adaption:– Account creation: User Interface adjusted, required entries

– Account Overview: Simple Custom Credit Check

– Premise creation: Use of templates and defaults

• CRM Utilities Contract Management:– Process guidance from Framework

– Simplified product selection

– Product options for terms/price, loyalty program

– Automatic handling of service provider settings

– Standard integration of market message handling, full visibility

Agenda




• Lessons Learned

Bottom Line Challenge

Significant Changes• CRM became part of Utilities Solution

• Discontinuation of SAP GUI

• New technical layer underneath WebClient

• >25 ready-to-run processes in IC WebClient

• No ‘old-style’ Move-In in IC WebClient,use contract management

Upgrade functional knowledgeUpgrade technical knowledgeUnderstand SAP standard process designAdjust implementation process design

Customer experience

CRM footprint and design satisfaction

• Timeline, knowledge and market role determined use of CRM processes and CRM enhancements

• CRM usage and satisfaction correlate

Integrated design

UsabilityFlexibility

Performance

Retrofit

Project Observations

Experts, Knowledge and Standards

• IS-U Experts and CRM Experts,in 2007 & 2008 hardly both

• Good design depending on both, functional and technical knowledge

• “CRM does not affect me” (Lead of FI-CA)

• “What others did” does not exist or fit

• “Vanilla” does not cover “my” process

Lesson 1 Learned

Functional Solution changed

Ideal Response:WebClient processes and functions, typical business roles and key design principles are understood, used and embraced.

Lesson: New processes are superior to the old ones. Failure to implement them leads to bad process design, possibly worse than the old ones.

Lesson 2 Learned

Technical Base in CRM changed

Ideal Response: Enhancements using new technology show benefits.

Lesson: ‘Old’ and ‘new’ enhancements do not mix well. ‘New’ can be missed, ‘old’ can be overused.Failure to use new enhancement tools leads to bad technical design, restricts functional design and comes at higher cost.


Essential Knowledge

• SAP CRM User Interface CR580

• IC WebClient for UtilitiesIUT260

• ABAP ObjectsBC401

• CRM Deep Dive WorkshopWS

IS-U CCSBilling / EDM / Collections /Collaborative Services / AMI

CRM Sales / Service / Marketing

BusinessObject Layer

WebClient

Learning

5 SUCCESS FACTORS

#1 Understand the processes

#2 Update technical knowledge

#3 Design, not retrofit

#4 Create process teams

#5 Invest

Further CRM / WebClient Content

• Sales Management for Commercial and Industrial CustomersWednesday 10:35

• Energy Efficiency and Demand Response ProgramsWednesday 11:50

• Workshop WebClient Functionality of SAP CRM – Configuration and RoadmapWednesday 1:30 – 5:30

Questions?




• Lessons Learned

CRM 2007 for Utilities Implementation Experience

Documents

Transcript of CRM 2007 for Utilities Implementation Experience