ReliantEnergysUXTransforma5onwithSAPUI5JimmyLeong,Utegra0on(onbehalfofVictorBulerez,NRG)

CompanyFacts Fortune200Ranked196th(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 2015SAPforU0li0esPartneroftheYearExcellence

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

CCUXStatelessStateful

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

TrainingTimeUSsitesdown-32%YoY

CLOSING

TheArtofthePossible Organiza5onal

ConsistentUXstrategyacrossBusinessandIT

Projectmethodology

Technology Adaptabilitytochanges

Addi0onalskillset(HTML,JavaScript&CSS)

Complexitytointegra0on

PLEASEVOTE!

hnp://goo.gl/nFFnwy

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