CRM 7.0 Web IC Assessment: Bluebonnet Electric Cooperative, Inc

Bluebonnet Electric Cooperative, Inc.
CRM 7.0 Web IC Assessment

Project Kickoff Meeting
Agenda
Introductions & Opening Remarks CRM Project Vision
Project Organization
Assessment Components & Methodology Timeline Lessons Learned Web-IC Education and Comparison eRoom Navigation Next Steps
4/18/2011 CRM 7.0 Assessment
Workshop Structure
Slide to introduce structure/timing of workshop

Total 3 hours short break for working lunch
Kickoff
CRM Web-IC Education and Comparison Demo eRoom log on and navigation
Questions

Agenda
CRM Project Vision
Providing the tools that enable users to deliver exceptional member services and prepare for Bluebonnets Sustainable Grid initiatives.
The goal of this assessment is to develop a strategy for the transition from CIC0 to the CRM Web IC considering the overall impact to the Member Service organization.
Agenda

Deloitte Consulting Team

Key Stakeholders (1)

Name
Smart Grid Steering Committee and PMO Karen Fritsche
Role
Responsibility/Contribution
Coordinate and oversee enterprise projects Coordination and Facilitation of Project IT Functional Support for Member Services Business owner; determine project requirements Development, Implementation, Testing and Training.
Project Manager & IT Functional Support
Barbara Seilheimer
Product Manager
Susan Norman, Dyanna Core Project Team Machinsky, Laura Henson, Judith Mikeska, Rebecca Burgdorf, Heidi Exner, Natalie Holcomb, Christine Grange, Rob Defee Steve Canipe, Bryon Noack Infrastructure Resources Janice Smith, Michael Chohrach Basis Resources Security Resource
Hardware install Assist with software install Assist with security roles
Kenneth Miller & Andy Nguyen
Programming Resource

Key Stakeholders (2)

Name
Doug Bailey eMeter Telecommunications Mary Ellen Whitsel Online Utility Exchange Sandy Partee, Kelly McAninch Briana Beasley Processing Specialists New Service Specialists Member Services Dept
Role
Integration Resource Integration Resource Integration Resource Integration Resource Integration Resource IT Functional Support Resources Training Resource Functional Resource/End User Functional Resource/End User End Users
Responsibility/Contribution
Integration to Energy Engage and Energy IP IVR integration Mobile Data integration OUE Integration
Lead training for end users Assist with testing and training as needed Assist with testing and training as needed Assist with testing and training as needed Assist with testing and training as needed
Financial Services Department

Bluebonnet Employees
End Users
End Users

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Agenda
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Approach to Assessment
Review Current State Define Future State Validate & Define Value Build Roadmap
Review existing CIC0
processes including Front and Back Office functions Identify any existing nonCIC0 processes for evaluation Gather information from Core team, Project resources and stakeholders through workshops
Determine how to best migrate CIC0 functions as standard Web IC Views, custom Web IC Views, or calls using Transaction Launcher Identify the impact of other initiatives Gather input from Core team, Project resources and stakeholders through workshops
Determine value and operational benefits that will be achieved by deploying CRM Assess CIC0 processes to derive improvements from a CRM deployment Engage stakeholders in validation and proving value-add
Define the organizational impacts of a CRM deployment Identify training requirements to support business adoption of the new front end Outline configuration, development, and overall design approach Develop effort/resource estimates and timeline required for a CRM implementation Obtain buy-in from stakeholders

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Deliverables Deployment Strategy
CRM 7.0 Web-IC Deployment Strategy

Evaluate at a high level the architecture including the proposed system landscape Evaluate available options for migrating to the new system (e.g. big bang vs phased) Evaluate at a high level the data and replication requirements Do a preliminary analysis of the impact on Change Management, Communication and Training

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Deliverable Design Strategy
CRM 7.0 Web-IC Design Strategy

Design a preliminary approach for the following:
Data model and replication
Strategy for Move-in/Out (within the framework of Contract Management) Use of overview factsheets Use of Business Roles and Authorizations Interaction records Account search and identification Criteria for disposition of existing FOPs as either views or transaction launcher (based on priority and benefit).

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Deliverable FOP Migration
FOP Migration Strategy

Evaluate inventory of existing FOPs according to criteria defined in Design Strategy. Some high level criteria for evaluation are :
Complexity Frequency and volume of usage (by individual user groups if possible) Criticality of the process
Review existing CRM views to meet requirements Estimate complexity of

developing new views enhancements to existing views

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Deliverable FRICEW Impact
CRM 7.0 FRICEW Object Impact Evaluation

Review of existing development objects to determine the approach for migrating development to CRM 7.0
Forms Reports Interfaces Conversions Enhancements Workflow

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Deliverable Review - Gaps / Project Plan
CRM 7.0 Gap Analysis Document

Identification and disposition of gaps in functionality based on standard capabilities of CRM 7.0
CRM 7.0 Resources & Summary Project Plan

Project resources and summary plan level for the implementation of the CRM 7.0 Web Interaction Center based on the Analysis

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Deliverable Analysis Summary
CRM 7.0 Analysis Findings Summary

Summary presentation of the Analysis findings
Brings content of all deliverables into an Executive Overview

Includes assumptions and dependencies

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Agenda
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Deliverables Timeline

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Workshop Timeline
W1 W2 W3 W4 W5 W6 W7 W8
Kick Off Deployment Strategy Data Replication Business Roles Fact Sheet Validate Deployment Strategy Member Identification / Interaction Records Contract Management / Products & Rates Validate FOP Prioritization & Business Processes Validate Gap Analysis Validate CIC0 Migration Plan Analysis Findings Summary

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Agenda
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Lessons Learned

Engage stakeholders early and often Users should own expected benefits
Comprehensive training plan required

Consider Back Office opportunities Keep SAP engaged Focus on system performance throughout the project Provide ways for stakeholders to validate value Plan to address new skill requirements in IT Continuous improvement is key long term
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Agenda
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Comparison & Contrast : CIC0 and Web IC

CIC0 Action Bar, Context menu Customer Overview FOPs (Front Office Processes) Search with limited data fields Move-in and move-out data must be searched Navigation Bar Fact Sheets personalized for different business groups Transaction Launcher or Views Search with multiple search fields Move-in and move-out data readily visible Web IC
One layout, look-and-feel for all users

Older user interface being phased out by SAP Requires development to connect to AMI
Streamlined, personalized layout for different business groups

New web-based user Interface optimized for ease of use Required by SAP for ease of connectivity to AMI

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Current CIC0 Action Bar / Context Menu

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Navigation Bar
Web IC Navigation Bar launches FOP, view or transaction
Launched by Navigation Bar Button Bluebonnet Electric Cooperative, Inc.

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Current CIC0 Customer Overview
Bluebonnets current customer overview screen

One screen used by everyone
Development required to modify

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Web-IC Fact Sheets
Fact Sheet can have multiple layouts

Business user groups can use different layouts
Example: Credit & Collections Fact Sheet may be different from MSR fact sheet
Data is pulled from ECC where required

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Web-IC Fact Sheets - Personalization
Web IC Fact Sheet presents useful summary information to the user that can be personalized to display a specific set of data

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32
FOP via Trans Launcher or View

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ECC screen in Web-IC

Right-click context menu available

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Web-IC Move-Out with FOP View

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Current CIC0 Search Limited Fields
Current search fields

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Search in Web-IC Multiple Fields
More Web IC search fields Bluebonnet Electric Cooperative, Inc.

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One Layout for All User Groups in CIC0
Different CIC profiles

Layout is always the same

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Different Layouts for User Groups in Web IC

Assigned by Business Role Layout will differ according to user group requirements
Example of Call Center layout.

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Layout According to Requirements
Billing or Service may require different layout
Example of Billing Group layout.

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Evolution of SAP CIC0 to Web IC

EC20 in R/3 1997 CCS 1.2 L-Shaped CIC in R/3 1999 CCS 4.61 CIC in CRM 2003 CRM 3.0; CCS 4.63
Interaction Center Web Client CRM 2004 - CRM 4.0 5.0; CCS 4.72, ERP 6.0
Current Web IC User Interface CRM 7.0; ERP 6.0 EhP 4

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Web-IC Education and Comparison

Compare & contrast Web IC with CIC0
Key Web IC terms

Benefits & Impacts of Web IC CRM Web-IC Demo

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Key Terms
Navigation Bar Button on Web IC that launches new screens that represent FOPs or back office transactions. Also called Nav Bar Business Role Web IC equivalent of the CIC Profile to assign to different user groups different Web IC layout and different authorizations to perform transactions (FOPs, back office, etc) Fact Sheet Web IC equivalent of the current CIC0 Customer Overview screen that can be adjusted to contain data specifically needed by a user group
Transaction Launcher A mechanism to execute/display a current FOP or back office transaction within Web IC by clicking on a Nav Bar button
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Key Web IC terms


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Benefits of Future Web IC

Streamlined Navigation Views Role-based Fact Sheets (i.e. Customer Overview screen) Streamlined Processes Search & identify Easy navigation thru business processes Simplified Training Reduced long term training time for call center users Flexible Configuration vs Customization Flexible role-based personalized setup of Web IC layout
SAP CRM 7.0 Web IC
Optimized System Performance Long term reduction in AHT Long term productivity gain for other user groups
Utilities Specific Functionality Platform for AMI capabilities via Web IC

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Impacts of Future Web IC

Impact to Existing Customizations Re-use or re-develop workflows, batch jobs, etc? System Performance Data replication performance Load time for Transaction Launcher screens Future SAP Upgrades Alignment with SAP product vision Support requires Web IC Org Change & Training Impact Potential user resistance to change and learn a new system
SAP CRM 7.0 Web IC
Productivity Effect on AHT, ASA and other business productivity
Adding More Business Users Billing, credit and other business groups to realize easy to use Web IC

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Key Web IC terms


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Agenda
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Deloitte Online Collaboration
Invitations to the eRoom were sent out last week

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eRoom Login
Three keys to accessing our eroom, each sent in separate emails:

Invitation to the room Username (your email address) Temporary Password
The first time you log in, Deloitte OnLine will prompt you to address four areas:
Change password Legal agreement Software options
Secret questions

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Navigation naming the parts

banner links room name path or breadcrumb trail button bar
toolbar
content window map
command bar

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Navigation Assessment Materials Folder
Folder Project Reference Materials for Assessment phase reference material

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Room items add files

To upload an application file: Select the location where you want the file to reside.
Click the Add file button from the command bar.

From the Add file page, click Browse to locate the file.
Select Track Versions, if appropriate. Select Upload, then add another if you want to add another file immediately after this one. Select Private draft to allow only you (as the file creator) to view and open the file.
Click OK.

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Deloitte Online Training Material

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Agenda
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Next Steps
Workshops and deliverable development Refine the CRM Assessment Project Plan Review the assessment timeline with Sustainable Grid and other initiatives

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CRM Web-IC Screen Areas

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CRM Business Partner

A CRM Business Partner (BP) represents a business customer, contact person, employee or other individual person or entity.
Company or Contact in ECC equates to Business Partner in CRM
CRM
Calls, activities and transactions require a reference to a BP in CRM

BP Required in CRM
Allows search by a by company or contact

Key Benefits
BP Relationships further describe contacts

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CRM Interaction Record

A CRM Interaction Record equates to Contact Log / Notes.
Created with every call and transaction
Can search calls and transactions by customer / contact
Standard in CRM
Equivalent to Contact Note in ECC Creates link between a contact and SAP transactions Captures details of a call or communication in one area
Links to SAP
Quickly view calls, transactions and activities of a customer / contact

Key Benefits
Can create follow-ups with reminders

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CRM 7.0 Web IC Assessment: Bluebonnet Electric Cooperative, Inc

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