CRM Utilities 2013

Solution Management Utilities

May 2013

Version 2

SAP for Utilities

CRM Overview and Workshop

© 2011 SAP AG. All rights reserved. 2

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Overview and Workshop Agenda

Introduction

Customer Service and Contact Management 3 hrs

Integrated Sales Management for Residential Customers 1 hrs

Complex Sales Management for Commercial & Industrial Customers 1 hrs

Additional Information 1 hrs


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

Introduction


Enforcement of

Market

Liberalization

Funding of

renewable energy

Promotion of

Energy

Efficiency

Risk of loosing

customers and

revenue

New products

and services

Introduction of

smart meter

technology

Renewable

energy

Customer

Choice

Price sensitivity

Expectation of

high service

quality

Acquisition of new

customers

Adapting to

business

changes

Introducing new

business

models

Increasing liberalization, customer demands, efforts on saving energy and

technical innovations are changing the utilities retail environment enormously.

Key Trends in the Utilities Retail Industry

Increasing competition

Technical innovation

Demanding Customer

Political intervention & regulation

Accelerating growth


SAP Solution Overview for Utilities Retailers

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

Customer Service

and Contact

Management

Preparation of Energy

Supply Products &

Services

Handling of Device

and Measurement

data

Grid Usage & Service

Provider Agreement -

Retail

Execution of Billing

for Energy Products

& Services

Customer Financials

Management

Customer Credit Risk

based Collections

Management

Leverage pre-integrated, cross-functional best practices to reduce

TCO and time to value


SAP for Utilities offers full CRM Front Office and CRM

Back Office Integration

Proven sales methodology

Powerful call center solution

Full support of key account

managers

Full 360° view on customers

(quotations, contracts, billing...)

Integrated Sales

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

Increased customer

satisfaction

Closer relationship with

customers

Increased satisfaction and

retention of top sales and

service people

Improved coordination of sales

activities

Improved productivity through

integrated business processes

Key benefits Selling of Energy & Services

Customer Service Management

Customer examples

Improved service quality for all

customers dramatically

Enhanced accuracy and consistency

for company and customer data

Innovative solution implemented

based on SOA

Entire quotation and contract

creation speeded up


Different Views: Solution and Product

Business View

• Use Cases

• Requirements

• Solution

Technical View

• Data Model

• Architecture

• Workbench

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)



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.


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

https://service.sap.com/sap/support/notes/1809208


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)


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

Solution Details

‘Additional fields…’ link for account,

addresses, business agreements and

contact persons

Additional industry specific overview

available with 40+ assignment blocks


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


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


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



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.


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


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.


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


Review Interaction History & Object Context Menu

Requirement Interactions

Display all customer interaction records

Filtering and Search

Solution Interactions

Persistent smaller view ‘Last Interactions’

and Notes

Larger ‘Interactions’ view with filtering and

sorting function


Search interaction records through

various criteria (incl. free-text search +

searches predefined via ustomizing/BAdI)

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



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.


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



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.


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



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.


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


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


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



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.


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


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


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


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



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.


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


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


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


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 Collections

Work Items

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


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


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


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).


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.


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)


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)


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.


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



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


Release implausible meter reading results

in contract management processes




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.



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



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.


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





3. Account Overview

4. Premise Overview (planned for EhP3)





9. Service Management in the Interaction Center (Utilities ERP)

10. Entering Meter Reading Results (improvements planned in EhP3)



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



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.


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


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.


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


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



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.


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


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


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



Use Case:

A customer requests energy supply for a service location. The call center agent

creates a new contract.


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


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 …’


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


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


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


Integrated Sales Mgmt for Residential Customers


2. Proposing Products and

Product Packages



Complex Sales Management

for Commercial & Industrial

Customers


Complex Sales Management for

Commercial & Industrial Customers

1. Account and Contact Management


3. Energy Pricing & Costing

4. Complex Quotation and

Contract Management

5. Monitor Sales Goals and Performance


Business Role “Key Account Manager”

Meeting Sales Department 09:00 Task 1

Task 2

Task 3

Create

Account

Business Agreement

Contract

Opportunity

Service Location

Master Agreement

Business Role “Key Account Manager” within

Scenario “Sales for Commercial and Industrial

Customers” for the Utilities industry.

Utility Quotation

Utility Contract

Utility Master Agreement

Service location

POD Set

Utility reports


Sales Process for C&I Customers

Accept

quotation

Customer

1 Identify / create

account

Create PoD for

quotation

Create

quotation /

price

calculation

Customer

Create

contract

System

Market communication /

creation of billing relevant data

Customer

receives

invoice

Prepare

customer

visit

2

3

4

5

6 7

8

9

Prepare quotation

for next visit


© SAP

2008 /

Page

78

Managing the customer contact with ease

Account and contact management 1

Manage any information

about people, organizations, and

relationships

Get a 360°account overview

Generate an account fact sheet

View and print any account

information for the

customer visit


© SAP

2008 /

Page

79

Managing the customer contact with ease

Managing your activities in one central location 1

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


© SAP

2008 /

Page

80

Service Location Workbench

Managing service locations effectively

Quick search and

Easy Creation of

Service Locations

Tree Display,

Details

and 1-Click Actions

2


Manage large customer data

Collect service locations in a 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 PoD-Set Quotation Contract

2

PoD Set:


© SAP

2008 /

Page

82

Correct pricing in quotations and contracts

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

2


Solution Pricing and Costing SAP Custom Development

Points of delivery

Classification

Billing

Change of supplier

etc.

Prospects

Quotation controlling

Variant management

Bundle customers

Forecast

Products & prices

HPFC

Open Positions

Portfolio Mgt


Detailed View of Calculation Schema


Contracts and Market Communication

Manage contracts according to market rules

3


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…

5


© SAP

2008 /

Page

86

Updating Large Contracts

Change multiple quotations and contracts

at once with the new mass change processes

Opportunity Contract-Set

Plain- /

structured

Quotation

Plain- /

structured

Contract

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

3 5

(*) New with CRM 7.0


Keep an eye on your sales targets

Monitor your sales pipeline and sales goals

for the key account manager and sales manager

6

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


© SAP

2008 /

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88

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


Complex Sales Management for

Commercial & Industrial Customers

1. Account and Contact Management


3. Energy Pricing & Costing

4. Complex Quotation and

Contract Management

5. Monitor Sales Goals and Performance

Additional Information


Tips & Tricks

Usability Paradigm

Business Roles

Contract Creation

Technical Differentiator and Enhancements Samples

Transaction Launcher

More Knowledge Sources

Recent and planned Development

© 2011 SAP AG. All rights reserved. 92 92

Usability paradigm in the WebClient UI

– Intuitive

– Tailored

– Fast

with

– Fewer fields

– Fewer steps

– Free navigation

– Context frame

– Configurable

– Extensible

without

– Transactions


View Configuration

© 2011 SAP AG. All rights reserved. 94 94

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 move-in/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


3 ways to create utilities contracts

Move In/Out

Accelerated Move In-Out

Contract Management

+ Well known since 1997

- No CRM view/footprint

- Contract attributes in multiple places

- Complex transaction

- Do not use with IC WebClient

+ Quick

+ IC WebClient

+/- Parked document

+/- Asynchronous

+/- Use of templates

- Transaction based

- No CRM contract

+ Simplified process

+ WebClient for residential and C&I

+ Process Framework

+ Service as product with attributes

+ Product Proposal

+/- Use of templates


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


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

Use product proposal

if the customer has a choice,

typical for energy retailers

1.

IS-U

Rate

Identify IS-U rates

Find values that

should be set by

agents.

2.

CRM

Product

Create CRM product

Optional:

Configuration

attributes.

Optional:

Product packages

Optional:

Include in product

proposal.

3.

Master Data

Template

Link to CRM

product.

Set constants.

Link configuration

attributes.

Research / Adjust Billing Sales Link Sales & Billing


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)


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)

Ability to call

all ERP/IS-U

transactions

with HTML GUI

IS-U CCS

Billing / EDM / Financials /

Collaborative Services / AMI

CRM Sales / Service / Marketing

Business

Object Layer


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.


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


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 WebClient’s

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

Transaction Launcher


More information…

Together with software shipment

Independent of software shipment

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)

Other Documentation

– Cookbooks (Service Marketplace)

https://service.sap.com/utilities






https://service.sap.com/utilities


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)

Relevant Cookbooks


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

Motivation for Best Practice Guide (Cookbook)

‘Best-Run Utilities Interaction Center’


Introduction

Reference Material

Important

Design Considerations

Content for each

call center process

Structure Best Practice Guide (Cookbook)

‘Best-Run Utilities Interaction Center’

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

2) High modification degree on ERP

based transactions make integration

with native CRM screens difficult to

impossible. ITS is used as

workaround

3) CRM Interaction Center is used as

portal replacement to access ERP

functionality

4) Mass data changes and mass data

access in CRM not separated from

online usage

5) Communication Management System


1) Performance requirements for ERP backend not

defined for IC WebClient processes

ERP 6.0

running on

good old

2004‘s

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.


2) Too much Transaction Launcher

ERP CRM

We know VA01, let‘s use the TRX Launcher

instead of ERP Order entry for 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.


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.


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.


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.

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



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


Enhanced Product Proposal – Entry Screen


Enhanced Product Proposal - Products


Enhanced Product Proposal - Packages


Enhanced Product Proposal – RTOM Offers


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


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.


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.


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


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.


Overview Utilities Sales Process for C&I Customers

Account Management Quotation Management Conclusion of Deal

Accounts & Fact Sheets

PoD-Set Quotation

Profiles

Technical

master data

Business

partner

Quotations Contract

Calculation

Tools

Data Import

Tool

Insert

Contract Open

Interface

Versioning

Easy Navigation

via Advanced

Filtering


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.


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


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


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


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.


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.


What is Demand Side Management (DSM)?


136

The Demand Side Management Lifecycle

Program Targeting

(new & existing Programs) Gather Customer Information Grow Program-Adoption Approval Process

Program Strategy Legislation Corporate Initiatives

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 Enrollment & Delivery Eligibility (Proof of Qualification) Execution / Enrollment Equipment Requirements Equipment Verification Fulfillment (i.e. Loans and Rebates) Exception Handling

Program Decommissioning Rate changes Device Disposition

3rd party Integration

Customer Notification

Lead/Opportunity Mgmt Pipeline Tracking Quotation Management

Program Creation/Revision Define Program Goals Define Terms and Program

Eligibility Program Proposal and Approval

Program Simulation – Pilot

Full-Scale implementation

Source: ASUG DSM Influence Council


SAP’s DSM Solution Supports the Management

of DSM Programs

137

Program Targeting

(new & existing Programs) Gather Customer Information Grow Program-Adoption Approval Process

Program Strategy Legislation Corporate Initiatives

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 Enrollment & Delivery Eligibility (Proof of Qualification) Execution / Enrollment Equipment Requirements Equipment Verification Fulfillment (i.e. Loans and Rebates) Exception Handling

Program Decommissioning Rate changes Device Disposition

3rd party Integration

Customer Notification

Lead/Opportunity Mgmt Pipeline Tracking Quotation Management

Program Creation/Revision Define Program Goals Define Terms and Program

Eligibility Program Proposal and Approval

Program Simulation – Pilot

Full-Scale implementation

Source: ASUG DSM Influence Council


Planned Developments for

Utilities Retailers Energy Sales

Product Definition & New Rules

Prices Object

Competition Products

Contract Packages & Change Processes

Product Determination


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


Connecting SAP Customers with

SAP Product Development

Source: GUGO

Three Channels for Customer Influence

Vision Innovation Improvement

Today’s Solution

Customer

Connection

Improvements

Planned Solution

Customer

Engagement

Initiative

Next Products and

Solutions

Future Directions

Customer Advisory

Councils

Strategic Concepts

Thank You!

Contact information:

Robert Straubinger

Solution Management Utilities

SAP Labs Canada

(604) 318-8175

[email protected]


No part of this publication may be reproduced or transmitted in any form or for any

purpose without the express permission of SAP AG. The information contained

herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain

proprietary software components of other software vendors.

Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of

Microsoft Corporation.

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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,

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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,

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