SAP CRM for Utilities Telco Belgrade

SAP CRM for Utilities &TelecommunicationsSerhan ÖZHANSolution Principal CRMSouth East Europe & Middle East North Africa

SAP CRM 2007For Utilities &

Telecommunications

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CRM 2007 OverviewCRM for UtilitiesCRM for TelecommunicationsCustomer Financials ManagementMarketing, RTOM & BCM

Agenda

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SERVICEMARKETING

SALES

Mobile

Powered bySAP NetWeaver®

End-to-end,Industry-specific

Processes

ANALYTICS

E-Commerce InteractionCenter

PartnerChannel

CUSTOMER

The SAP CRM Solution

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Checklist for success

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Growyour business

Easy to Use

Make complexsimple

SAP CRM 2007 is Simple and Powerful

Simplified, PersonalizedUser Experience Guided Processes to ensure

consistency and reduce errors

Knowledge MgmtAlert and Rule engines

email Integrationto reduce agent training and costs

Microsoft Office & AdobeInteractive Forms

Seamless Integration

Easy to Use

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Growyour business

Easy to use

Make ComplexSimple


New Customization Paradigma

SOA for Utilities&TelcoSpecific Processes

Makes the Complex Simple

End-to-End Business ProcessesCRM and IS-U as unique entity

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Growyour business

Easy to Use

Make complexsimple


Real-Time OfferManagement

Business CommunicationsManagement

Customer Financial Mgmt.And Credit Risk Processes

Solves Real Business Problems

Support Transact

Attract

Marketing, Sales & Servicefor Utilities & Telco

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CRM(BCM & RTOM), IS-U, FI-CA, BWIntegrated and SOA enabled System Landscape

ITS

CCI

Business objects suchas business partner,activities, contracts,products, sales anddistribution projects

BusinessCommsMgmt

Electronicbusiness(Internet)

MobileAppl-

ications

IS-U/CCS

SAP BW

Customer,Consumption,… Analytics

Back end Front end

FI-CAWS

RealTimeOffermgmt

e-Services SAP

BusinessObjects

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DEMO - Usability

CRM 2007 User Interface

CRM 2007 Configuration

CRM 2007 Personalisation

CRM 2007 email Integration

CRM 2007 Word Integration

CRM 2007 Reporting

CRM 2007 Report Modeler

CRM 2007 Business Objects Reporting

Web Service Wizard

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Agenda

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SAP CRM for Utilities : Process Overview

• Risk analysis• Manage collections• Worklist for collection agent• Predisconnection Call Lists• Promise to pay• Monitoring of collection

activities, risk, and success

ResidentialSales and Service

e-services

CRM forUtilities MacroFunctionalities

MarketingPlanning

&CampaignManagement

Customer Relationship Management

C&I SalesAccount &

Complex QuoteMgmt

UtilitiesBusiness

Processes•Process Move-in/Out•Process Contracts•Bill Information/Correction•Process Payments•Service Notification, Orders•Enter Meter Readings•Service Appointments

•Account Planning•Analyze Contracts•Manage Opportunities,Pipe•Process Utilities Quotations•Process Utilities Contracts

•Segmentation - Analytics•Campaign Calendar,Planning•Campaign Execution•Lead Processing•List Import

FinancialCustomer Care -

Credit &Collections

Management

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Sales Mgmt. for Residential Customers

Business ChallengesIncrease customer base in a competitivederegulated marketReduce churn rateReact quickly to changing marketdemandsIdentify non-profitable and profitablecustomer segmentsCreate targeted marketing campaignsUse of up- and cross selling potential

Business ValueWeb enabled easy-to-use andeasy-to-learn user interfaceOutstanding customer servicethrough detailed knowledge aboutcustomer needs and behaviourQuick and flexible introduction ofnew products and services accordingto market demandImproved cross selling and closurerates due to improved sales execution

SolutionMulti-communication channel enabledapplicationOut-of-the-box integration with SAP IS-UProduct proposal based onCustomer profileReal Time Offer Management –Real time decisioning EngineMarket Communication Demo

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Business ChallengesIdentify non proftiable / profitable contracts inC&I customer segment.Collect all relevant information to ensure ahigh quality in sales cycle processing incl.forcasting, price calculation and profit checkPipeline Managemnt and controlSales Planning and Reporting

Business ValueWeb enabled easy-to-use and easy-to-learnuser interfaceImproved profitability and close rates due toimproved sales executionOptimized profit margins due sophisticatedcalculation capabilitiesSeamless integration with billing system andBW for reporting out of the boxImproved planning, forecasting andreviewing capabilities

SolutionAll business partner data at one placeAccount & Activity ManagementOpportunity Management, incl. SalesMethodologyHandling of complex quotations andcontractsIndividual price calculationAdministration of price and consumptionsprofilesElaborated analytics capabilities

Sales Management for Commerical & IndustrialCustomers

Demo

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Business ChallengesLimited effective support for daily call centeroperations due to confined visibility as well asinconsistent customer information related totechnical environment, recent interactions andcurrent account situation

Business ValueWeb Interface and restructured transactions

simplify call center processesReduced training period and expense for new

call center agentsSeamless integration with back end processes

ensures quick implementationIncreased customer convenience through

additional interaction channels

SolutionCustomer, prodocts, Contracts, POD, Orders,

master DataService Order – Knowledge search, Complains

, Appointment Scheduling, Service confirmation,Service Analytics

Managing activities and workflow for back officeIntegrating Microsoft Office (IC framework)Processing of Contract Change, Move & End,

Bill Corrections, Dunnings, DisputesEntering meter readingsHandling budget billing amounts and

installation plansOpen items processing, e.g. deferrals, doc.

blocking, acceptance of paymentsManaging complaints and casesBCM Integration

Service Processes: Residential and C&ICustomers

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Agenda

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The Telecom Customer Cycle Covered by SAP

Orders /Contract

Marketing/Campaigns

Billing &Customer Care

CustomerRetention/

Service

Contract Extension &Upgrades

Dispute & TroubleManagement

Sales & OrderCapturing

Dealer / ShopManagementCustomer

Attraction &Sales

Customer

electronicBill Presentment

& Payment

CommissionsManagement

Order Management& Fulfillment

Receivables& Collections

Planning &Budgeting

CampaignManagement

ContractManagement

Product CatalogManagement

CustomerService – Trouble

Ticketing

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Convergent Product Packaging in ProductCatalog with SAP CRM 2007

ProductCatalog

ServiceCatalog

ServiceFulfillment 1

BillingSystem 1

ProductCatalog

BillingSystem 2

ServiceCatalog

ProductCatalog

Logistic System

Decoder

Mobile Phone

Additional Services

Voice (Customer Facing Service)

MMS (Customer Facing Service)

Accessories

…

Basic connection

Mobile Rate plan 1 (Tariff)

IP Phone

DSL Flate Fee

Materials

Rate plans

Services

Installation Service

SAP CRM

Bronze Bundle

Silver Bundle

…

BundleOfferings

Dealer

ServiceCenter

Call Center

eCommerce

Service Fullfillment 2

Define sales packagesfor any type of servicesand devices

Combine rate plans forconvergent services(Triple Play)

Config & Non-Configproducts

Rule definition forconditions/dependencies

Flexible pricing rules forrecurring and one-timecharges

Cross/Upsell definitions

Versioning and FlexibeCatalogue structure

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Solution Bundling & Modeling

Reduce Time to MarketFlexibly bundle products & servicesacross the enterpriseBundling across the supply chainincluding partners

Differentiate from CompetitionAbility to price bundles dynamicallydepending on customer valueReact immediately to market trends bylaunching offers that uniquelydifferentiate the provider’s offerings

Improve Productivity of MarketerNew Sophisticated UI that simplifiesproduct and pricing administration

Break Down SilosCollapse product and channel silosthrough a centralized customer-facingproduct catalog

DEMO - Convergent Product& Sales Package Creation

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Order Capture in Self Service

Browsing and selling of rate plans, incentives,and packagesProduct catalog and shopping cart withspecific pricing for recurrent charges and one-time feesUp-, down and cross-selling of packages andrate plansEntry of technical data duringAutomated contract creation for ordered rateplansSeamless integration to follow-up processesand other sales channelsSupport of interaction center mode (agent logsin shop for support as customer)

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Order Capture in Call Center

Packages in sales order: packagecomponents are exploded in sales items

Separation of one-time fee and recurrentcharges

Status management to track informationfrom provisioning and logistic systems

Different payment types for devices andtariffs

Campaign Management integration

Suggestions for cross- and up-selling

Product search within product catalog

Integration of SAP Credit Management

Support of all processes, including upgradeand extension of contract

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Order Capture in Dealer Channel

Packages in sales order withexplosion in package components

One-time fee and recurrent charges

Status management to trackinformation from provisioning andlogistics systems

Suggestions for cross- and up-selling

Product search within productcatalogue

Integration of SAP CreditManagement

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Contract Change Processes Overview

Sales and Order Management for TelecommunicationsSales & Order Management for Convergent Products

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Telco Order Process-Provider Order &Contract

A provider order (transaction type PRVO) is created by an agent to sell hardware andservices to a customer.Once the provider order is released, a provider contract is created (transaction typePRVC).The creation of the provider contract, in turn, can trigger the creation of IBase(s) withiObject(s) depending on the product master set-up.Provider orders are also created to represent changes to the provider contract. Changesare represented by new line items (called time slices) on the contract. These changes tothe contract will trigger changes to the related IBases and iObjects.

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Agenda

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SAP’s Solution: Customer FinancialsManagement

Value Proposition:

Reduced revenue leakageand DSO through full controlover the financial relation withyour customer

( = one view of the customerfrom a financial perspective).

Increased processefficiencies throughintegration of all systemsinvolving financial interactionswith customers.

Credit RiskManagement

ConvergentInvoicing &

EDR Billing

Electronic BillPresentment and

Payment

Financial CustomerCare and

Dispute Management

Receivablesand

CollectionsManagement

CustomerAnalytics

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Financial Customer Care - Activities

Information and status about all customer financial aspectsChange master data (address, bank details, payment method …)

Set / remove locks (e.g. dunning lock, direct debit lock, …)

Create / change installment plan

Defer open item

Reverse a dunning notice

Entering payment authorizations

Create / Change Promises to Pay

Search for payments

Initiate Dispute

Create Adjustment Request

Collections ManagementFinancial Customer Care

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Dispute Management

Functions at a glanceBusiness case: IC agent is empowered to answer a low-value dispute positivelyLoad and display invoices from external billing systems in IC, including invoice linedetailsCreate adjustment request for a complete invoice, an invoice item, or a single EDR

Collections ManagementFinancial Customer Care

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Transform payment-relevant event data intostandardized serviceevents

Mediation Rating/Charging

BillCalculation Invoicing Accounts

Receivables

Transform standardizedservice events intopriced transactions andguide them to thecorrect customer

Process pricedtransactions andadditional data fromother systems (e.g.order management) tocreate structured billcontents

Create invoicedocuments based on:

structured billcontents from billing

historical data (e.g.open items) out ofaccounts receivables

Provide accountsreceivables and otherdownstreamsystemswith according data.

Process requiredpostings triggered outof invoicing. Processpayments, dunning, etc.

Billing&Invoicing Process

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Experiences from existing SAP CFMInstallations

Reduction of outstanding receivables by 20% in a three-year period(from 20.4% of revenue to 16.3%) Cash flow increase of € 80 mio.for a revenue of € 2 billion.Overall reduction of manual A/R work by 50%, in one examplereducing the previously required workforce of 30 by 50%at an assumed labor cost of € 50,000 resulting in annual savings of €750,000.Reduction of manual clearing and payment allocation work by40% - 80% On average 3 persons per 500,000 customers; acompany with 3 mio. customers can thus reduce the correspondingteam by 9 persons resulting in annual savings of € 450,000 (at €50,000 per person).Increase in collection efficiency by 50% - 80 % previouslyuncollectible debt can now be collected because of installment plans,external collection agencies, better information of customers andcollection agents.Faster payment and dunning runs performance grew from 12hours to 25 min. for each of these runs.

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Marketing analytics

Segmentation and List Management as Partof SAP CRM Marketing

Marketing capabilities in SAP CRM

Web ande-mail

PartnersDirectmail

Callcenter

Fieldsales

Predictiveanalytics

Leadmanagement

Lead generation

Leadqualification

Lead distribution

Segmentationand list mgmt.

External listimport

Segments andlist mgmt.

Marketingattributes

Campaignmanagement

Multichannelexecution

E-marketing

Dialog marketing

Mkt. resourcemanagement

Strategy andplanning

Budget and costs

Couponing

Measurementand reporting

Customeranalytics

Forecastingand planning

Branchesor stores

WirelessPOS andATMs

Optimizationand refinement

Productanalytics

Trade promotionmanagement

Business Planning& Perf Mgmt.

Trade Promotions

Retail Execution

Customer

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Business ChallengesIncrease sales to new and existing customers ina competitive deregulated marketCreate targeted marketing campaigns sincenotoriously low response rates leave little roomfor errorUse multiple communication channels to thecustomer

Business ValueIngenious Campaign PlanningEffective marketing campaign executionDetailed knowledge about customer needs andbehaviorHigher amout of sales due to targeted offeringsDetermine cross selling potential

SolutionSophisticated customer segmentation capabilitiesusing internal and external market dataMulti-channel campaign execution like letter,phone, and e-mailMeasure campaign success rates throughpowerful analysisBill Supplement

Marketing Planning, Segmenting& Campaign execution

Analytics

Marketing

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Customer

Business Communications Management Reporting

SAP Business Communications ManagementScenarios and Processes

Business Communications Management: capabilities

Web form FaxTelephony E-mail IVR

Online Monitoring

Outbound Contact Center

Automated Dialing

Enterprise-wideCommunications Management

Corporate CommunicationServices

Fixed and Mobile Terminals

Inbound Contact Center

Unified Contact Routing

Customer Interaction Handling

Reporting SAP CRM BW Integration

Business Communications Management Interactive Voice Response (IVR)

Caller Recognition Voice Menus Automated VoiceServices

Operations and System Management

SMS

Outbound Call Handling

Chat

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RTOMOther real time information

Interaction dataAgent skills

Level of serviceExternal information

Real time customer information

Real time customer profilePrevious customer’s responses

Optimal recommendation

Cross/up sell offersRetention offers

Marketing messagesNext best action

SAP Real Time Offer Management

MarketingOffers and their value

Target populationInteraction channelsTriggers and events

Recommend bestoffers Learn and adapt Measure and

provide insights

Define offers andmanage offer

catalogue

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SAP CRM for Utilities Telco Belgrade

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