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2008 Eventure Events. All rights reserved.

CRM 2007 for Utilities


Implementation Experience
Robert Straubinger
SAP Labs
Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
CRM without Compromise
Avoid historical CRM trade-offs TODAY!
Simple
drives adoption
and productivity
Flexible
provides choice
and adaptability
Comprehensive
breadth of capabilities
and innovation
Evolution of SAP CRM User Interfaces
CRM WebClient Adoption
Introduction of IC WebClient for Utilities 2004
1
st
Utility implements IC WebClient 2005
1
st
North American Utility selects WebClient 2006
CRM 5.2 discontinues SAP GUI and PCUI 2007
CRM 2007 ramp-up, Utilities C&I in WebClient Q4/2007
1
st
North American Utility live on WebClient Q1/2008
Unrestricted shipment for CRM 2007 4/2008
> 800 CRM 2007 shipments, > 20 live 8/2008
> 15 Utilities implementing WebClient today
> 10 Utilities expected to go-live with WebClient 2009
Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
Infamous misunderstanding of design

Highlights of CRM 2007 for Utilities
SAP view: New and improved functions compared to prior releases

Unified, flexible CRM User-Interface
Extended Customer Service and Sales in the IC
Search, create and change master data, contact persons
Improved overviews, additional data trees
New contract management framework
Quotation management, product proposal
Commercial and Industrial Customer Scenarios in WebClient
Successor of Key Account Manager Portal
New PoD set
New Collections Management
Collections Work Lists
Collection Fact Sheet
Promise to Pay
Outgoing Payment Request
Highlights of CRM 2007 for Utilities
Customer view: CRM 2007 for Utilities

CRM becomes part of my landscape
How big is the footprint, is there a CRM light?

Design along CRM WebClient and ERP SAP GUI
How do different user roles look like?

Which customer care processes have really changed?
Where to create, change and access customer & premise data?
New contract management vs. move-in/out
Full Customer Interaction History now only in CRM

Assess new functions in Collections Management
Understand Collections Work Lists
Compare Promise to Pay, Installment Plan and Deferral
Is the new flexible dunning related?

Fact: How the typical SAP CIS
implementation has changed

Architecture
ERP, CRM, BW, PI(XI)
Data Model with Replication
WebClient has zero footprint





Fact: How the typical SAP CIS
implementation has changed
Process Changes
Contract Management vs. Move-In/Out
Process Design, Examples:

1. WebClient Processes
Create master data
New contract
History and Overviews

2. IS-U/ERP Processes
Install Device
Service Order

3. Mix of 1. & 2.
Owner allocation
Bankruptcy




Meter Reading
Unit
Point
of Delivery
New Contract with Move In/Out
Business
Partner
Contract
Account
Contract Move-in date
Price Term
Consumption /
Demand
Move In Transaction
Move-In
Document
Facts
Premise
Connection
Object
Rate Category
Installation
New Contract with Contract Management
Utilities Contract Management
Account
Premise
Contract
Start Date
Product
Attributes
Line Item
per PoD
Point
of Delivery
Connection
Object
Meter Reading
Unit
Point
of Delivery
Business
Partner
Contract
Account
Contract
Consumption /
Demand
Facts
Premise
Connection
Object
Rate Category
Installation
Move-In
Document
Service Location Workbench
Simplified User Interface
Complex Backend Process does not change
UI matches business process requirement
80/20 Simple/Complex Process
Fact: How the typical SAP CIS
implementation has changed
Technology Change
Design: MVC
Model View Controller
Data Model: BOL
Business Object Layer
Screen Changes:
UI config Tool and HTMLB
Enhancements:
Component Workbench
ABAP Objects

IS-U CCS
Billing / EDM / Collections /
Collaborative Services / AMI



CRM
Sales / Service / Marketing
Business
Object Layer
WebClient
How the typical SAP CIS
implementation has changed
Changed enhancement design in CRM
Screen changes and enhancements
UI configuration tool, Workbench enhancements
Example: Remove / Add fields to Customer Overview
Own screens
Fact sheet config, workbench, BOL enhancement,
Example: 80% screen
Own logic:
Workbench enhancement using ABAP
Example: Custom determination of security deposit waiver and
amounts

Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
Participation in Ramp-Up Program
CRM Ramp-Up
CRM 5.2 8/2007 12/2007
CRM 2007 12/2007 4/2008
4 North American Utilities participated
Ramp-up Services
Extra workshops (RKT)
On-site Training
Development Angel
IBU Contact
SAP Consultants


Solution footprint and process samples 1
By Market Role
1. Deregulated Retailer and Regulated Billing Service Provider
Contract management with IDE integration
Products match offered products, attributes match options
Combination of deregulated and regulated services (default retailer,
competitive retailer, billing service provider)
Enhancements for bundles and integration of IS-U Loyalty function

2. Deregulated Distributor, Billing Service Supplier (Rate-Ready),
Default Supplier
2 contract model with accelerated Move-In/Out (WebClient)
Majority of customer service and contract processes in CRM
Process enhancements in CRM: Security deposit handling, meter reading
history




Solution footprint and process samples 2
(cont.) By Market Role
3. Regulated Electricity and Gas Supplier
Accelerated Move-In/Out (WebClient)
Several customer service processes called in IS-U
(creation of customer, interaction records, large count of IS-U front
office processes)
Few CRM enhancements

4. Deregulated E&G Distributor and Default Supplier
IS-U Move in (via Transaction Launcher from WebClient)
Many customer service processes called in IS-U
IS-U enhancements called from CRM




Solution footprint and process samples 3
5. Customer bought CRM

Residential Regulated Gas Utility
Sales process in CRM
Gas connection
Gas equipment
Gas supply service

Custom design for new connection process
Use of many additional CRM functions
Typical usage of meter reading, customer service, billing and financial
processes






Solution footprint and process samples 3
6. And an Interesting One

Residential
Design done without seeing the product, stuck to it, 100% WebClient
Custom search, custom user guidance (Next buttons)
Example processes using the custom user guidance:
Change of address, bill correction, change budget billing plan
Use of standard contract management, misunderstanding of process
framework

C&I
Mostly standard
Use of PoD Set
Calculation interface with XI, enhancement for margin and earnings
Enhancement to automatically check if product change / new contract
Structured documents enhancement (quotation and contract)
Adobe Web Service for printing quotations




Implementation Example
Enrollment Process
Deregulated Electricity and Gas
Regulated Water, Sewer and other Services
CRM 2007
Enmax Corporation, Calgary
Contract Management
Enrollment Process End2End
Search Account Create Account
Overview
Credit Check
Search Premise Create Premise
Set Date
Select Products
Security Deposit
Budget Billing
Review & Submit
Contract
Alternate Address
Payment Method
Interaction
Record
Create
Switch Document

Process Start
Search Account

Create Account

Create Account

Overview
Credit Check

Overview
Credit Check

Search or
Create Premise

Start
Contract Mgmt

Set Date
Select Products

Product
Attributes

Optional
Functions

Review & Submit
Contract

Created
Contract

Created
Contract
Optional Step

Contract
Details
Optional Step

Contract
Status
Optional Step

Created
Switch Document
Optional Step

Updated
Overview
Optional Step

Updated
Overview
Optional Step

Interaction
Record
Process End
Implementation Highlights
Usability
100% WebClient, easy to use, easy to learn
Adaption:
Account creation: User Interface adjusted, required entries
Account Overview: Simple Custom Credit Check
Premise creation: Use of templates and defaults
CRM Utilities Contract Management:
Process guidance from Framework
Simplified product selection
Product options for terms/price, loyalty program
Automatic handling of service provider settings
Standard integration of market message handling, full visibility

Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
Bottom Line Challenge
Significant Changes
CRM became part of Utilities Solution
Discontinuation of SAP GUI
New technical layer underneath WebClient
>25 ready-to-run processes in IC WebClient
No old-style Move-In in IC WebClient,
use contract management

Upgrade functional knowledge
Upgrade technical knowledge
Understand SAP standard process design
Adjust implementation process design
Customer experience
CRM footprint and design satisfaction
Timeline, knowledge and market role determined use of
CRM processes and CRM enhancements
CRM usage and satisfaction correlate

Integrated design

Usability
Flexibility
Performance
Retrofit
Project Observations
Experts, Knowledge and Standards
IS-U Experts and CRM Experts,
in 2007 & 2008 hardly both
Good design depending on both, functional and
technical knowledge
CRM does not affect me (Lead of FI-CA)
What others did does not exist or fit
Vanilla does not cover my process

Lesson 1 Learned
Functional Solution changed

Ideal Response:
WebClient processes and functions, typical
business roles and key design principles are
understood, used and embraced.

Lesson:
New processes are superior to the old ones.
Failure to implement them leads to bad
process design, possibly worse than the old
ones.

Lesson 2 Learned
Technical Base in CRM changed

Ideal Response:
Enhancements using new technology show
benefits.

Lesson:
Old and new enhancements do not mix
well. New can be missed, old can be
overused.
Failure to use new enhancement tools leads
to bad technical design, restricts functional
design and comes at higher cost.
Fact: How the typical SAP CIS
implementation has changed
Essential Knowledge
SAP CRM User Interface
CR580
IC WebClient for Utilities
IUT260
ABAP Objects
BC401
CRM Deep Dive Workshop
WS

IS-U CCS
Billing / EDM / Collections /
Collaborative Services / AMI



CRM
Sales / Service / Marketing
Business
Object Layer
WebClient
Learning
5 SUCCESS FACTORS

#1 Understand the processes
#2 Update technical knowledge
#3 Design, not retrofit
#4 Create process teams
#5 Invest


Further CRM / WebClient Content
Sales Management
for Commercial and Industrial Customers
Wednesday 10:35
Energy Efficiency and
Demand Response Programs
Wednesday 11:50
Workshop WebClient Functionality of SAP CRM
Configuration and Roadmap
Wednesday 1:30 5:30

Questions?
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
2008 Eventure Events. All rights reserved.
Robert Straubinger
SAP Labs
robert.straubinger@sap.com