Digital Customer & Workforce Transformation Using SAP · PDF fileDigital Customer & Workforce...

Digital Customer & Workforce Transformation Using SAP MCF and UI5 through Fiori David Head, Utegration (speaking on behalf of Barry Williams, BWWB)

Outline

• Program Overview

• Customer Engagement Highlights – Mobius (Customer Self-service Portal)

– CFI: Correspondence Framework Infrastructure

• User Experience Spotlight – Mobility: Field Services

Voice communication SystemsProcessing SystemsData Communication Systems

Security Systems

Human

Resources

Management

Systems

Customer

Interaction

Systems

Financial

Management

Systems

Maintenance

Management

Systems

SCADA

Customer Relationship

Management Systems

Executive Management

Reporting Systems

Geographic

Information Systems

Laboratory Information

Management Systems

Customer Web Self ServiceIntranet SiteInternet Presence

Current Business and IT Systems

Infrastructure Layer

Transaction Layer

Info Mgt Layer

Customer & Employee

Layer

Device Management

Billing and Invoicing

Print Workbench

Customer Service

Web Self Service

Credit and Collections

Service Orders

Credit and Collections

Dunning Write off Collection Agency Bankruptcy and Lien Processing Payment Arrangements and Processing Security Deposits Financial and Receivables Management Integration with General Ledger and Controlling Modules Automatic GL determination

PHASE 2 OVERVIEW – CUSTOMER ENGAGEMENT & USER EXPERIENCE

4

Billing and Invoicing

Residential and non-residential billing Flexible billing cycles Billing water and sewer Calculation of usage and flat charges and franchise fees Billing/invoicing validation Mass parallel processing of batch jobs Billing and invoicing reversals Manual Billing Unbilled Revenue Reporting Consumption and Sales Statistics Budget Billing Business process exception management

Device Management

Device Movement Device Installation/Removal/Replacement Equipment Inspection Meter Reading/Validation/Monitoring Meter Read Routing

Reporting

Reporting Data Models Defined Reports

Print Workbench

Bill output file generation Integration with Pinnacle Bill messaging initiation Outbound correspondence

Service Orders

Service Order Creation Automatic Service Order Cancelation

Customer Service (CRM IC Web)

Customer Identification and Overview Customer Interaction Records Technical Location Data Contract Management Service Order and Disconnection Billing/Account Balance/Collections Overview Business Process Exception Management Misc. Processes

CFI – Correspondence Framework Infrastructure

Mobility

Field Services Real-time Mobile Information Access Mobile App for Service Order Execution and Completion

Customer Self Service (Mobius)

Contract Account Details Bill Overview Bill Presentment Payment Overview and Details Meter Reading and Consumption History Move-In/Move-Out/Transfer Requests Contact Information and History

Customer Administration E-Mail Notification User Access Request

Customer Engagement: Mobius

The Mobius platform will allow customers to login and interact from any web browser via a computer or any mobile device


The Mobius Home Page displays a clean view of information and provides a responsive display for mobile device viewing


Customers can see a Summary of all their Contract Accounts


On the Home page, customers have the option to switch between their Contract Accounts by selecting the Contract Account from the dropdown


Customers can sign up for paperless billing


Customers can view both their bill history and payment history


Customers can view their balance due and navigate to make a secure payment


Customers will be able to view their Meter Reading and Consumption History


Customers can easily submit Move-in, Move-out, or Transfer Service Requests


Customers will be able view their interactions with BWWB such as web or IVR interactions


Customers will be able to easily manage their personal settings and information


Mobius DEMO

Customer Engagement: CFI

What is CFI (Correspondence Framework Infrastructure)? A framework provided by Utegration within SAP

CR&B to help manage and track Customer Correspondence (essentially letter or email

communication to customers)


CFI provides a mechanism for CSRs to send manual correspondence (emails or letters) quickly and easily from SAP


An Admin Dashboard exists to control the management and monitoring of various correspondences (manual and automatic)


The monitoring capabilities of the CFI Admin Dashboard allow for necessary tracking of correspondence transmittal status


User Experience: Mobility

BWWB field services personnel enabled with Utegration’s Mobility app will be able to access their assigned orders via a simple, user-friendly mobile application


Order Types/Activity Type supported


After logging in, field workers will see a list of their assigned orders


Selecting an order will show relevant order details


By selecting the Attachment icon Mobility will show a screen to display any special instructions, input text from the field as well as an option to attach a picture


The Information icon it will show the location information and service order summary


Various Map Views will allow field personnel access to directions and order sequence information


Mobility DEMO

Questions?

Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.

Technical Architecture – Mobius

33

Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.

34

Technical Architecture – Mobility

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Digital Customer & Workforce Transformation Using SAP · PDF fileDigital Customer & Workforce...

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