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Retail Operating and Marketing Platform

Its Not a Piece of Software. Its a Way of Life.

Get Ready to R O M P ! !
Sales & Customer Activation

June 14, 2006

Proprietary & Confidential

Ground Rules
Information Only!
Some of the details are under finalization You will be updated on a regular basis

Hold that Question!


Email your questions to felecia.lokey@txu.com We will consolidate questions and provide information

Your Feedback Incorporated!


We have incorporated your feedback Business Strategies, Key Business Drivers, Requirements Sessions, etc.

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Purpose of Infomercial Sessions


The Infomercial Sessions are intended to provide a common understanding of the key aspects of the TXU Energy Retail Operating Platform Project. Todays session focuses on Sales & Customer Activation processes. Future State Process Roadmap Sales & Customer Activation High Level Overview Sales & Customer Activation Functionality Sales & Customer Activation Functionality Assumptions Implementation Roadmap Timeline Business Involvement & Expectations

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Future State Process Roadmap


Key Business Drivers & Strategic Imperatives Were The Main Inputs For Creation Of The Future Enterprise Process Model...
Vendor Management Contract Management Case/Workflow/Business Process Alerts Legal/Regulatory Enterprise Content Management/Training/Documentation/ Help Desk Data Analytics/ Data Repository/ Data Warehouse/ Business Mgmt (Reporting) /Workforce Mgmt /Exec. Reporting Dashboard Financial/Audit/SOX/ Internal Controls/CRIS Technical PreSales Campaign Mgmt (who/how) Product Mgmt -Commodity -Non Commodity -Pricing/Rates Sales & Customer Activation Contact Customer Contact Present Offer Enroll -Account Setup -Contract Setup Payment Processing Invoice Creation Resolution Market Transaction Billing Inquiry Outage Service Request Features -Bank Draft -Balanced billing -etc. Consumption To Cash Customer Service

GLOBAL

CORE BUSINESS PROCESSES

Vendor Mgmt -ERCOT -TDSP -Mktg Partners -Product Suppliers

Adjustment 3rd Part Fulfill -ERCOT & VAPS

Market Market Transaction Transaction

Resolution

Resolution

Credit/Risk Mgmt Ready to Bill Load Mgmt Contract Mgmt Setup (System) Proposal -Price Quotes Credit Processing

The TXU Energy Retail Operating and Marketing Platform is intended to enable this future state process model and requires us to think differently about the way we do business.

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Sales & Customer Activation High Level Overview


Sales is the process of interacting with customers and prospects via multiple sales channels, presenting the appropriate offers and prices, negotiating terms, creating sales documents, contract approvals, and closing a sale. Customer Activation picks up where sales ends and includes the enrollment and fulfillment of the product or service delivery. You Asked For - Complete 360 view of customers/prospects and CCA/sales staff visibility of all interactions with customer/prospect across all channels. - Intelligent sales tools to streamline the sales and quotation process, aid in cross-sell/up-sell, across all sales channels. - End-to-end visibility and tracking and management of campaign and sales process, commissions and incentives. - In-flight contract changes. - Streamlined enrollment to billing, fulfillment, order initiation for third-parties, and tracking of same for commodity and non-commodity products.

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Sales & Customer Activation Functionality


Complete 360 view of customer/prospect and visibility of all interactions Relationship between customer/prospect entities (parent, subsidiary, consultant, aggregation groups) Relationship between customer/prospect and service points (ESIDs) Contract information (term, structure, price, service points) Products sold / installed at premises and service points Visibility of customer/prospect interactions across sales channels, including web Visibility of billing information by CCA and internal sales staff Visibility of order, issue, and market transaction status by CCA, sales staff, via web self-service, and IVR (limited) Intelligent sales tools Dynamic scripting to lead CCA to offer the right product for the customer based upon customer answers, campaigns, and system data; from any entry point including inbound service calls (i.e. high bill) Dynamic web self-service product selection, pricing, contracting, and enrollment Price quotation which leverages existing pricing processes with Wholesale Price/Product comparison tools for CCAs, sales staff, third-party sales, and via web self-service Automatic lead assignment and follow-up activity assignment Automated routing for deal approval Generation of customized proposal, contract, fulfillment documents (EFL, TOSA, YRAC) and other welcome documents

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Sales & Customer Activation Functionality (continued)


End-to-end visibility, tracking and management of campaign and sales process, commissions and incentives
Tracking of and reporting on opportunities and activities including sales pipeline (outlook) Capture of campaign responses (dispositions) from both internal and third-party sales channels, including internet/web responses Offers presented via campaign processes to enable complete tracking of offer and dispositions Calculation of commissions & incentive payments for both internal sales staff and third-party sales channels Tracking and reporting of sales and campaign results versus quotas and goals

In-flight contract changes


Track adding and deleting service points from contracts / customers Execute conversions from one price structure to another Extend contract term with immediate price change, blend & extend Assignment of service points or contracts to new owners Appropriate adjustments to margins which flow to compensation/incentives

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Sales & Customer Activation - Functionality


Enrollment to billing, scheduling of delivery, fulfillment, and tracking of same for commodity and non-commodity products.
Management and tracking of Continuous Service Agreements with automatic transfer of service to/from property management name and tenant Automatic transfer of trigger data points to billing processes for price structures containing triggers for price changes (e.g. Downward Participation) Automatic determination of deposit and appropriate collection of same
Handle non-cash deposit security, expiration of same. Optional delay of service start until deposit is paid. Transfer of deposit to different account.

Process orders (commodity and non-commodity) from third-party sales channels Initiate and track orders and fulfillment status for both internal and third-party services, products, and issues
Visibility of order status via CCA, web, and IVR

Generate a check to pay a third-party when service or product has been delivered

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Sales & Customer Activation Assumptions


Exchange of Data with Third Parties : All external data on campaign responses, enrollments, orders and status of same, will be provided in file formats supported by SAP. The 3rd Party data will have appropriate primary/user-keys to append to or modify existing data. Incentives / Compensation: SAP has recommended using the Incentive Compensation Module which is expected to deliver most of TXU Energys third party payments and sales commission related needs. Employee payments are expected to be fulfilled via an interface to payroll and third-party payments through an interface to Accounts Payable. Pricing Quotation & LodeStar Integration: Customer-specific prices will include determination of the transfer price, retail contract price, and gross and contribution margins as well as over-night batch refresh of open Quotes and bulk load of Quote records for renewal processing. We will leverage current interfaces to LodeStar and other Wholesale processes for calculating transfer prices, booking contracts, tying energy-supply contracts to service points (ESIDs), and true-up of transfer prices. These processes with Wholesale may need to be modified and/or changed to accommodate business and/or system design. LodeStar system modifications are out of scope.

Retail Operating and Marketing Platform

Proprietary & Confidential

Its Not a Piece of Software. Its a Way of Life.

Preliminary Timeline
 Phase I Mini Go-Live Residential Customers to test North Texas Configuration prior to full go-live, a parallel test for 4 weeks followed by a mini cut-over of approximately 10,000 North Texas Residential customers who are currently supported via LCIS. All functionality (SAP CCS, CRM, and Self Service) for North Texas residential customers per the requirements will be implemented in Phase I.

Phase I NTX Mini-Go Live NTX Functionality and Policy Freeze


Project Prep & Blueprint Realization Configure, Develop & Unit Test Texas Market SET Development

Mini Go-Live 10K Customers Phase II NTX Residential

Integration Testing

UAT Parallel

NTX Cutover NTX Support

 Phase II North Texas Residential Customers provides the functionality to convert all remaining North Phase III All Customers (NTX & STX Residential & Businesses) Texas (NTX) Residential (including SESCO) customers NTX/STX NTX/STX Blueprint on LCIS to ROMP. This phase Functionality Go-Live is currently anticipated to occur and Policy at the end of Month 13 on the Freeze Realization project schedule. Configure,
Develop & Unit Test Integration Testing UAT Parallel Phase III Support

Ready For NTX Cutover

Training

Technical Infrastructure Organizational Change Management Project Management

eGate Replacement Project Timeline (ROP Platform Dependency)

 Phase IIIAll Remaining Customers - functionality to migrate all remaining customers from the SPL Cordaptix, Siebel CIM (if not in Cordaptix) and LCIS: Small and Medium Businesses on LCIS; LC&I, and Residential customers and Small and Medium Businesses on Cordaptix including Assurance Energy and TXU SESCO Energy (if any) to SAP. This phase is currently anticipated to occur by the end of Month 19.

Please Note: This is currently being fine tuned and is subject to change.

Retail Operating and Marketing Platform

Proprietary & Confidential

10

Its Not a Piece of Software. Its a Way of Life.

Preliminary Delivery Roadmap (subject to change)


Q207 NTX Pilot 10K Selected Customers I
Basic Self-Service

Q307 All NTX Residential Customers II

Q108 All Customers All Remaining Customers III


Comprehensive Self-Service

Anticipated Timeline

End-State Solution Build-Out: Capability, Data & User Groups

Service Request Management Payments & Collections Revenue Accounting Invoice Creation & Distribution Simple Billing Engine Contract Management Simple Pricing Residential Customer Activation Product Setup Simple Campaigns Marketing Analytics Correspondence & Fulfillment Business/Market Transactions Enterprise Content Management Basic Marketing, Sales, Service & Operations Reporting Simple Workflow RETAIL OPERATING & MARKETING PLATFORM CIM-CORDAPTIX-SFA LCIS-ATLAS Core Systems In Use End-to-End/Complex Reporting Complex Workflow Moderate Campaigns Complex Campaigns Complex Pricing & Quotes LC&I Complex Billing

Business Customer Activation

Retail Operating and Marketing Platform

Proprietary & Confidential

11

Its Not a Piece of Software. Its a Way of Life.

Business Expectations and Involvement


Business Expectations
Leverage out of the box processes

Build the business around the application

Stay within the project scope Minimal customization


Only when configured SAP is inadequate Customizations will be approved by Executive committee

Business Involvement

Provide any and all current business rules, policies, product structures, eligibility rules, etc. NOW! Ensure project team is aware of new product offerings, business rules, policies, etc.
Remainder of 2006 and 2007

Timely business decisions if not:


Default to native SAP Rely on experience of team Business owner attends blueprinting Decide it's not needed or a future release

Active participation in blueprinting workshops Participate in end-user testing and training Provide feedback during:
Blueprint challenge sessions Acceptance testing Training

Communicate, communicate, communicate Change will happen! BE POSITIVE!!!

Retail Operating and Marketing Platform

Proprietary & Confidential

12

Its Not a Piece of Software. Its a Way of Life.

Sales & Customer Activation Summary


What You Will Be Getting.
- Complete 360 view of customers/prospects and CCA/sales staff visibility of all interactions with customer/prospect across all channels - Intelligent sales tools to streamline the sales and quotation process, aid in crosssell/up-sell, across all sales channels - Tracking and management of campaign and sales process, commissions and incentives - In-flight contract changes - Enrollment to billing, fulfillment, order initiation for third-parties, and tracking of same for commodity and non-commodity products

Retail Operating and Marketing Platform

Proprietary & Confidential

13

Its Not a Piece of Software. Its a Way of Life.