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CRM 2007 for Utilities Implementation Experience

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

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CRM 2007 for Utilities Implementation Experience

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  1. CRM 2007 for UtilitiesImplementation Experience Robert Straubinger SAP Labs

  2. 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

  3. 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

  4. CRM without CompromiseAvoid historical CRM trade-offs – TODAY! • Simple • drives adoption and productivity • Flexible • provides choice and adaptability • Comprehensive • breadth of capabilities and innovation

  5. Evolution of SAP CRM User Interfaces CRM WebClient IC WebClient PC UI SAP GUI

  6. CRM WebClient Adoption • Introduction of IC WebClient for Utilities 2004 • 1st Utility implements IC WebClient 2005 • 1st 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 • 1st 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

  7. 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

  8. Infamous misunderstanding of design

  9. 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

  10. 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?

  11. Fact: How the typical SAP ‘CIS’ implementation has changed Architecture • ERP, CRM, BW, PI(XI) • Data Model with Replication • WebClient has zero footprint

  12. 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

  13. New Contract with Move In/Out Business Partner Contract Account Move In Transaction Contract Move-InDocument Move-in date Rate Category Pointof Delivery Installation Facts Price Term Meter ReadingUnit Consumption / Demand Premise Connection Object

  14. New Contract with Contract Management Business Partner Account Contract Account Utilities Contract Management Contract Move-InDocument Contract Start Date Product Attributes Line Item per PoD Rate Category Pointof Delivery Installation Facts Service Location Workbench Premise Pointof Delivery Meter ReadingUnit Consumption / Demand Premise Connection Object Connection Object

  15. Simplified User Interface • Complex Backend Process does not change • UI matches business process requirement • 80/20 Simple/Complex Process

  16. Fact: How the typical SAP ‘CIS’ implementation has changed Technology Change • Design: MVC Model View Controller • Data Model: BOLBusiness Object Layer • Screen Changes:UI config Tool and HTMLB • Enhancements:Component WorkbenchABAP Objects WebClient CRM Sales / Service /Marketing Business Object Layer IS-U CCS Billing / EDM / Collections /Collaborative Services / AMI

  17. How the typical SAP ‘CIS’ implementation 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 and amounts

  18. 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

  19. 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

  20. Solution footprint and process samples 1 By Market Role • 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 • 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

  21. Solution footprint and process samples 2 (cont.) By Market Role • 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 • 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

  22. 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

  23. 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

  24. Implementation ExampleEnrollment Process Deregulated Electricity and Gas Regulated Water, Sewer and other Services CRM 2007 Enmax Corporation, Calgary

  25. Enrollment Process End2End Search Account Create Account OverviewCredit Check Search Premise Create Premise Contract Management Set DateSelect Products Security DepositBudget Billing Alternate AddressPayment Method CreateSwitch Document Review & SubmitContract Interaction Record

  26. Process Start Search Account

  27. Create Account

  28. Create Account

  29. OverviewCredit Check

  30. OverviewCredit Check

  31. Search orCreate Premise

  32. StartContract Mgmt

  33. Set DateSelect Products

  34. ProductAttributes

  35. OptionalFunctions

  36. Review & SubmitContract

  37. CreatedContract

  38. Optional Step CreatedContract

  39. Optional Step Contract Details

  40. Optional Step Contract Status

  41. Optional Step CreatedSwitch Document

  42. Optional Step Updated Overview

  43. Optional Step Updated Overview

  44. Process End Interaction Record

  45. 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

  46. 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

  47. 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

  48. 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 UsabilityFlexibility Performance Retrofit Integrated design

  49. 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

  50. 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.

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