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
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
• 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
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
Move-In
Document
Contract
Rate Category
Point
of Delivery
Price Term
Installation
Meter Reading
Unit
Facts
Consumption /
Demand
Premise
Connection
Object
Move-in date
New Contract with Contract Management
Business
Partner
Account
Contract
Account
Utilities Contract Management
Move-In
Document
Contract
Contract
Start Date
Line Item
per PoD
Product
Attributes
Rate Category
Point
of Delivery
Service Location Workbench
Installation
Meter Reading
Unit
Facts
Consumption /
Demand
Premise
Connection
Object
Premise
Point
of Delivery
Connection
Object
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
WebClient
• Design: MVC
Model View Controller
• Data Model: BOL
Business Object Layer
• Screen Changes:
UI config Tool and HTMLB
Business
Object Layer
CRM
Sales / Service / Marketing
• 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
Contract Management
Create
Switch Document
Create Premise
Set Date
Select Products
Review & Submit
Contract
Interaction
Record
Security Deposit
Budget Billing
Alternate Address
Payment Method
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
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
Robert Straubinger
SAP Labs
robert.straubinger@sap.com
© 2008 Eventure Events. All rights reserved.