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SAP .

Customer Solutions

April, 2013

SAP FORUM 2013


.

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(XaaS)

: ?

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, ,




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Forrester: Global Public Cloud Market Size


160

BPaaS

140

$ .

120

100

SaaS

80
60
40
20

2013 SAP AG or an SAP affiliate company. All rights reserved.

2019

2018

2017

2016

2015

2014

2013

2012

2011

2010

2009

2008

2020

PaaS
IaaS

83%



SaaS




- /.
SaaS :
,
.

,
,
.


.
Source: IDC, October 2011
6


&



2013 SAP AG or an SAP affiliate company. All rights reserved.

&



2013 SAP AG or an SAP affiliate company. All rights reserved.

- .
8

$
App
Store


2013 SAP AG or an SAP affiliate company. All rights reserved.

2013 SAP AG or an SAP affiliate company. All rights reserved.

10

SAP Billing & Revenue Innovation Management : 2009


2009

Revenue Management Contract Accounting (RM-CA)


SAP
Convergent
Charging

SAP
Convergent
Invoicing

SAP
Document
Presentment

SAP Customer Financial Management

Highdeal

SAP Convergent Charging

2013 SAP AG or an SAP affiliate company. All rights reserved.

11

SAP Billing & Revenue Innovation Management : 2010


2010

SAP Billing & Revenue Innovation Management 1.0


SAP
Convergent
Charging

SAP
Convergent
Invoicing

SAP
Document
Presentment

SAP Customer Financial Management

: ,
,

2013 SAP AG or an SAP affiliate company. All rights reserved.

12

SAP Billing & Revenue Innovation Management : 2011


2011

SAP CRM

other CRM

Integrated business processes and enterprise services

SAP Billing & Revenue Innovation Management 2.0


SAP
Convergent
Charging

SAP
Convergent
Invoicing

SAP
Document
Presentment

SAP Customer Financial Management

: pre-paid , re-rating,

CRM Sales

2013 SAP AG or an SAP affiliate company. All rights reserved.

13

SAP Billing & Revenue Innovation Management: investments 2012


2012

SAP CRM

other CRM

Integrated business processes and enterprise services

SAP Billing & Revenue Innovation Management 2.0


SAP
Convergent
Mediation

SAP
Convergent
Charging

SAP
Convergent
Invoicing

SAP
Document
Presentment

SAP Customer Financial Management

R
D
S

SAP Customer Usage Analytics

Advanced B2B billing for large corporate customers, enhancements to: deferred
rating, credit pooling
Added Mediation (DigitalRoute), added Analytics powered by SAP HANA

Rapid-deployment solution packaging with pre-configured content & processes

2013 SAP AG or an SAP affiliate company. All rights reserved.

14

SAP Billing & Revenue Innovation Management


SAP CRM

other CRM
Integrated business processes and enterprise services

SAP Billing & Revenue Innovation Management 2.0


SAP Convergent
Mediation

SAP Convergent
Charging

SAP Convergent
Invoicing

SAP Document
Presentment

RDS

SAP Customer Financial Management

SAP Customer Usage Analytics

-
B2B B2C
Pre-paid, Post-paid
, ,

2013 SAP AG or an SAP affiliate company. All rights reserved.

15

SAP BRIM
SAPs billing system approach is
closer to customer requirements &
challenges than Ive heard in a
while
(IDC)
Met with SAPs new telco lead.
Very impressed by their new
approach to the market
(TELCO 2.0)
Core Billing Gets New Formidable
Competitor in SAP
(B/OSS)
Magic Quadrant for Integrated Revenue and
Customer Management for CSPs
2013 SAP AG or an SAP affiliate company. All rights reserved.

16

SAP CRM

SAP
Business
Analytics

SAP
Convergent
Mediation

SAP
Customer
Financial Mgt

2013 SAP AG or an SAP affiliate company. All rights reserved.

SAP
Convergent
Invoicing

SAP
Convergent
Charging

17


CLOUD

COMPREHENSIVE, YET MODULAR

2013 SAP AG or an SAP affiliate company. All rights reserved.

SAP BRIM

SAP CRM

Online

19

SAP Convergent Mediation by DigitalRoute


Workflow

SAP Convergent Charging

1 .

2013 SAP AG or an SAP affiliate company. All rights reserved.

20

SAP Convergent Charging


200

Prepaid, Pospaid, Freedium

773,000

2,8 Tb

2013 SAP AG or an SAP affiliate company. All rights reserved.

21

SAP Convergent Invoicing


:

100,000
50
M

1,175
2013 SAP AG or an SAP affiliate company. All rights reserved.

22

SAP Customer Financial Management


2013 SAP AG or an SAP affiliate company. All rights reserved.

23

SAP Billing and Revenue Innovation Management


Best-Run Billing




,


SAP

2013 SAP AG or an SAP affiliate company. All rights reserved.

24

Rapid Deployment Solution for Billing with Best Practices

10

Prep

Standard

20

30

40

Business Blueprint

50

60

Realization

Leveraging Preconfigured Baseline

Start

Deploy

Run

70

80

Testing

90

100
Go-live

Up to a possible 40% time and


effort reduction compared to a
traditional project with same
scope*

Blueprint - up to 50%, Savings

Realization - up to 50%, Savings

Testing- up to 30%, Savings

Best Practice processes modeled and


described

Best Practices processes already


configured and documented
Delta implementation built on-top of
existing best practices

Test Case Template supplied

* Reduction assumes best-case 100% fit to baseline content scope.


2013 SAP AG or an SAP affiliate company. All rights reserved.

26

BRIM RDS: Business Process Scope

4 Industries

Telecommunications, High-Tech, Banking, Postal

3 Systems

CRM, CC, CI/CFM

6 Business
Processes

Postpaid
1. Customer & contract creation
2. Use and rate services, create invoices, run collections for
payments, book revenue, run collections & handle disputes
Prepaid
3. Customer & contract creation
4. Use and rate services, manage balances, book revenue
5. Terminate service, handle financials
6. Refill prepaid account, handle financials

2013 SAP AG or an SAP affiliate company. All rights reserved.

27

BRIM - 300

2013 SAP AG or an SAP affiliate company. All rights reserved.

28

MTS Allstream: Unifying Multiple Billing Systems to


Enhance Customer Care
Company

Executive overview

MTS Allstream Inc.

BUSINESS TRANSFORMATION

Headquarters

The Companys top objectives

Winnipeg, Canada
Industry
Telecommunications

Unify invoices and create a consistent bill format for multiple line-of-business billers
Manage financial interactions in a customer centric manner
Standardize collections processes and reduce cost of payment processing
Increase productivity of service reps

The resolution
Products and Services
wired and wireless
telecommunications,
internet, and TV
Employees

Implemented the SAP Convergent Invoicing package along with functionality for customer financial
care and revenue and collections management in the SAP Customer Financial Management package
Received excellent support from business constituents
Engaged strong technical resources from SAP Consulting for implementation

TOP BENEFITS ACHIEVED

25%
Reduction in calls received in
customer care

15%
Decrease in paper, printing
and postage costs

The key benefits

6,000

Revenue

CAD$1.8 billion

improved customer experience and enhanced customer satisfaction by creating a simplified invoice
Reduced collections calls to customers with streamlined collections processes and transparent
practices
Streamlined service calls using identical bill images for service reps and customers
Reduced financial risk with more accurate measurement of consumer creditworthiness

With SAP Convergent Invoicing we transformed our billing environment to deliver a single, easy-to-understand bill to our
customers faster and cheaper than many other telecommunications companies in North America.
Doug Pelland, Director, Solutions Management, MTS Allstream Inc.
2013 SAP AG or an SAP affiliate company. All rights reserved.

29

TELUS: Increasing Revenue and Improving Customer Service for


Prepaid Subscribers with SAP Convergent Charging
Company

Executive overview

TELUS Communications

BUSINESS TRANSFORMATION

Headquarters

The Companys top objectives

Vancouver, Canada

Move away from legacy systems to enable online charging


Improve charging domain performance to reduce revenue loss
Offer flexible price plans to accommodate diverse customer needs

Industry

Telecommunications

The resolution

Products and Services


Wireless, data, Internet
protocol, voice, and
television services

Implemented the SAP Convergent Charging application for the prepaid subscriber base
Assembled an internal delivery team responsible for rolling out the application on time and within
budget
Tested performance and architecture with ancillary systems to ensure targets were adequately met
Integrated with MediationZone from DigitalRoute (now the SAP Convergent Mediation application by
DigitalRoute)

Employees

The key benefits

40,100

Revenue

CAD$10.5 billion

Support for a larger volume of interactions with customers, better service, and improved customer
experience
Increased revenue and reduced overall cost of ownership
Material increase in ARPU

TOP BENEFITS ACHIEVED

100%
Reduction in revenue loss
due to late charging

<1 second
Time required for customer
feature purchases to take
effect (reduced from four
hours)

99%
Reduction in charging system
response time

TELUS Customer First declaration compels us to be clear, helpful, and dependable. With the real-time data rating
provided by this application, we have been able to launch data on smart devices for prepaid subscribers without delays.
When a customer purchases a data plan, it becomes effective immediately.
Ibrahim Gedeon, CTO, TELUS Communications Company
2013 SAP AG or an SAP affiliate company. All rights reserved.

30

Telekom Slovenije & iPKonet: Be Fast & Innovative


Quadruple-Play Services with SAP Convergent Charging
Company

Executive overview

IPKO Telecommunications

BUSINESS TRANSFORMATION

Headquarters

The Companys top objectives

Pristinha, Kosovo

Quickly implement innovative services (Time-to-Market)


Moving from triple to quadruple-play
Offer flexible price plans to accommodate diverse customer needs

Industry

Telecommunications

The resolution

Products and Services


Wireless, data, Internet
protocol, voice, and
television services

Implemented first the Highdeal solution, then the SAP Convergent Charging application for the
whole subscriber base
Assembled an internal delivery team responsible for rolling out the application on time and within
budget

TOP BENEFITS ACHIEVED

Days
instead of
Weeks
Drastic improvement of Time
to Market

The key benefits

Support any kind of business models (bundling, pre & post-paid offers)
IPKO is recognized as one of

Drastically improve Time-to-Market


the fastest growing

Ease of use
companies in Europe.
Established in 1999, IPKO
has grown from being the first
Kosova-wide Internet provider
to becoming a modern
IPKO staff have reported having a bright idea on a Monday, configuring it into the SAP system on a Tuesday
enterprise offering full range
and launching on a Wednesday
of integrated services

Akan Ismaili, CEO


2013 SAP AG or an SAP affiliate company. All rights reserved.

31

AT&T Business: Converging Billing across 60+ Billers


Company

Executive overview

AT&T Inc.

BUSINESS TRANSFORMATION

Headquarters

The Companys top objectives

San Antonio, Texas


Industry
Telecommunications
Products and Services
wired and wireless
telecommunications
Employees
183,000
Revenue
US$66 billion

AT&T Business Services has 60+ billing processes and systems


Rooted in a product-focused history
Expensive to maintain - redundancy drives costs when responding to business changes
Difficult to get an integrated financial view of the customer
Desire to strengthen financial controls prior to the Sarbanes-Oxley Act
Desire to improve back-office efficiency and move towards a functional role for back-office staff

The resolution

Implemented SAP Billing for Telecommunications in an Oracle back-office environment


Integrated with several legacy billing systems
SAP solution consolidates information from all billers and scales call-center to 1000s of users

TOP BENEFITS ACHIEVED

Reduction in DSO
Reduction in bad-debt writeoffs

Accelerated cash collections


Improved agent productivity

The key benefits

Reduced A/R DSO, Accelerated Cash Collections


Reduced Reserves, Reduced Carrying Cost
Reduced Bad Debt Write-offs

2013 SAP AG or an SAP affiliate company. All rights reserved.

32

2013 SAP AG or an SAP affiliate company. All rights reserved.

33

BRIM - Offline Demo

2013 SAP AG or an SAP affiliate company. All rights reserved.

34

vladimir.gal@sap.com

2013 SAP AG or an SAP affiliate company. All rights reserved.