CCP 6 Straubinger

5/23/2018 CCP 6 Straubinger

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2008 Eventure Events. All rights reserved.

CRM 2007 for UtilitiesImplementation Experience

Robert Straubinger

SAP Labs


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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


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Agenda




Architecture change Process change

Technology change





Lessons Learned


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CRM without CompromiseAvoid historical CRM trade-offsTODAY!

Simple drives adoption

and productivity

Flexible provides choice

and adaptability

omprehensive breadth of capabilities

and innovation


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Evolution of SAP CRM User Interfaces


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CRM WebClient Adoption

Introduction of IC WebClient for Utilities 2004

1stUtility implements IC WebClient 2005

1stNorth 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

1stNorth 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


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Agenda




Architecture change

Process change

Technology change

Implementation Examples Participation in ramp-up program



Lessons Learned


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Infamous misunderstanding of design


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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


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Highlights of CRM 2007 for Utilities

Customer view: CRM 2007 for Utilities

CRM becomes par t of my landscape

How big is the footprint, is there a CRM light?

Design alon g CRM WebClient and ERP SAP GUI

How do different user roles look like?

Which c ustomer care pro cesses have real ly 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 funct ions in Col lec tions Management

Understand Collections Work Lists

Compare Promise to Pay, Installment Plan and Deferral

Is the new flexible dunning related?


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Fact: How the typical SAP CISimplementation has changed

Architecture

ERP, CRM, BW, PI(XI)

Data Model with Replication

WebClient has zero footprint


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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


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Meter Reading

Unit

Point

of Delivery

New Contract with Move In/Out

BusinessPartner

Contract

Account

Contract Move-in date

Price Term

Consumption /

Demand

Move In Transaction

Move-In

Document

Facts

PremiseConnection

Object

Rate Category

Installation


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New Contract with Contract Management

Utilities Contract Management

Account

Premise

ContractStart 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

PremiseConnection

Object

Rate Category

Installation

Move-In

Document

Service Location Workbench


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Simplified User Interface

Complex Backend Process does not change

UI matches business process requirement

80/20 Simple/Complex Process


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Technology Change

Design: MVCModel View Controller

Data Model: BOLBusiness Object Layer

Screen Changes:UI config Tool and HTMLB

Enhancements:Component WorkbenchABAP Objects

IS-U CCSBilling / EDM / Collections /

Collaborative Services / AMI

CRMSales / Service /Marketing

Business

Object Layer

WebClient


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How the typical SAP CISimplementation has changed

Changed enhancement design in CRM

Screen changes and enhancementsUI configuration tool, Workbench enhancementsExample: Remove / Add fields to Customer Overview

Own screensFact sheet config, workbench, BOL enhancement,Example: 80% screen

Own logic:Workbench enhancement using ABAPExample: Custom determination of security deposit waiver andamounts


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Agenda




Architecture change

Process change

Technology change





Lessons Learned


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Participation in Ramp-Up Program

CRM Ramp-Up

CRM 5.2 8/200712/2007

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


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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 readinghistory


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(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


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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


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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 processframework

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


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Implementation Example

Enrollment Process

Deregulated Electricity and Gas

Regulated Water, Sewer and other Services

CRM 2007

Enmax Corporation, Calgary


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Contract Management

Enrollment Process End2End

Search Account Create Account

Overview

Credit Check

Search Premise Create Premise

Set Date

Select Products

Security DepositBudget Billing

Review & Submit

Contract

Alternate AddressPayment Method

Interaction

Record

Create

Switch Document


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Process Start

Search Account


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Create Account


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Create Account


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Overview

Credit Check


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Overview

Credit Check


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Search or

Create Premise


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Start

Contract Mgmt


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Set Date

Select Products


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Product

Attributes


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Optional

Functions


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Review & Submit

Contract


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Created

Contract


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Created

Contract

Optional Step


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Contract

Details

Optional Step


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Contract

Status

Optional Step


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Created

Switch Document

Optional Step


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Updated

Overview

Optional Step


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Updated

Overview

Optional Step


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Interaction

Record

Process End


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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


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Agenda




Architecture change

Process change

Technology change





Lessons Learned


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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


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Customer experience

CRM footprint and design satisfaction

Timeline, knowledge and market role determined use ofCRM processes and CRM enhancements

CRM usage and satisfaction correlate

Integrated design

Usability

Flexibility

Performance

Retrofit


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Project Observations

Experts, Knowledge and Standards

IS-U Experts and CRM Experts,in 2007 & 2008 hardly both

Good design depending on both, functional andtechnical knowledge

CRM does not affect me (Lead of FI-CA)

What others did does not exist or fit Vanilla does not cover my process


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Lesson 1 Learned

Functional Solution changed

Ideal Response:WebClient processes and functions, typical

business roles and key design principles areunderstood, used and embraced.

Lesson:

New processes are superior to the old ones.Failure to implement them leads to badprocess design, possibly worse than the oldones.


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Lesson 2 Learned

Technical Base in CRM changed

Ideal Response:Enhancements using new technology show

benefits.

Lesson:Old and new enhancements do not mixwell. New can be missed, old can beoverused.Failure to use new enhancement tools leadsto bad technical design, restricts functionaldesign and comes at higher cost.

F t H th t i l SAP CIS


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Essential Knowledge

SAP CRM User InterfaceCR580

IC WebClient for UtilitiesIUT260

ABAP Objects

BC401

CRM Deep Dive WorkshopWS

IS-U CCSBilling / EDM / Collections /

Collaborative Services / AMI

CRMSales / Service /Marketing

Business

Object Layer

WebClient


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Learning

5 SUCCESS FACTORS

#1 Understand the processes

#2 Update technical knowledge

#3 Design, not retrofit

#4 Create process teams

#5 Invest


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Further CRM / WebClient Content

Sales Managementfor Commercial and Industrial CustomersWednesday 10:35

Energy Efficiency andDemand Response ProgramsWednesday 11:50

Workshop WebClient Functionality of SAP CRM

Configuration and RoadmapWednesday 1:305:30


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Questions?




Architecture change

Process change

Technology change





Lessons Learned


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Robert Straubinger

SAP Labs

[email protected]

Documents

CCP 6 Straubinger