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CRM 2007 for Utilities Implementation Experience

Robert Straubinger
SAP Labs

2008 Eventure Events. All rights reserved.

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


Simple
drives adoption and productivity

Avoid historical CRM trade-offs TODAY!

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 1st Utility implements IC WebClient 1st North American Utility selects WebClient CRM 5.2 discontinues SAP GUI and PCUI CRM 2007 ramp-up, Utilities C&I in WebClient 1st North American Utility live on WebClient Unrestricted shipment for CRM 2007 > 800 CRM 2007 shipments, > 20 live 2004 2005 2006 2007 Q4/2007 Q1/2008 4/2008 8/2008

> 15 Utilities implementing WebClient


> 10 Utilities expected to go-live with WebClient

today
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

New Contract with Move In/Out


Business Partner

Contract Account

Move In Transaction
Contract

Move-In Document

Move-in date

Rate Category

Point of Delivery

Price Term Installation Consumption / Demand Connection Object Facts

Meter Reading Unit

Premise

New Contract with Contract Management


Business Partner Account Contract Account

Utilities Contract Management


Contract Move-In Document Contract

Start Date
Line Item per PoD Product Attributes

Rate Category Point of Delivery Service Location Workbench Installation Consumption / Demand Connection Object Facts Premise Point of Delivery Connection Object

Meter Reading Unit

Premise

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
WebClient

Data Model: BOL


Business Object Layer

Business Object Layer CRM


Sales / Service / Marketing

Screen Changes:
UI config Tool and HTMLB

Enhancements:
Component Workbench ABAP Objects
IS-U CCS
Billing / EDM / Collections / Collaborative Services / AMI

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

Enrollment Process End2End


Search Account Create Account

Overview Credit Check

Search Premise

Create Premise

Contract Management

Set Date Select Products Security Deposit Budget Billing Alternate Address Payment Method

Create Switch Document

Review & Submit Contract

Interaction Record

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

Optional Step

Created Contract

Optional Step

Contract Details

Optional Step

Contract Status

Optional Step

Created Switch Document

Optional Step

Updated Overview

Optional Step

Updated Overview

Process End

Interaction Record

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


Usability Flexibility Performance

Retrofit

Integrated design

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
WebClient

IC WebClient for Utilities


IUT260

ABAP Objects
BC401

Business Object Layer CRM


Sales / Service / Marketing

CRM Deep Dive Workshop


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

Learning
5 SUCCESS FACTORS #1 #2 #3 Understand the processes Update technical knowledge Design, not retrofit

#4
#5

Create process teams


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

Robert Straubinger
SAP Labs robert.straubinger@sap.com

2008 Eventure Events. All rights reserved.

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