SourceGas improves Customer
Service and Lowers Cost with
SAP Business Communications
Management
Steve Bandy – SourceGas
Director, Customer Care Center
Dan Arengo – SAP
Director, Solutions Enablement
SAP Business Communications Management
SAP Business Communications Management software
Bundled Contact Center Suite
SAP BCM is a contact center solution that helps organizations to rapidly reach
performance, quality and cost targets, especially in distributed operations.
Contact Center capabilities in SAP BCM
Inbound
Contact Center
Outbound
Contact Center
Expert and Mobile
Users
Automated
Services (/IVR)
Deep SAP Business Context Integration thru Open Interfaces
Business Process capabilities in SAP
© 2011 SAP AG. All rights reserved.
2
SAP Business Communications Management
Single All-in-One Platform
Keyservices
Solution Capabilities
Corporate communication
Inbound
Contact Center
Outbound Contact
Center
Expert and Mobile
Users
Automated Services
(IVR)
Solution capabilities
Voice over IP Telephony Services
Unified Multi-Channel Contact Routing
Voicemail and Messaging Services
Presence and Directory Services
Call Recording and Contact History Services
Online Monitoring, Reporting and Analysis Tools
Consolidated Administration, Management, and Control
Softphone, IP Deskphone and Mobile Clients
Deep SAP Business Context Integration thru Open Interfaces
© 2011 SAP AG. All rights reserved.
3
SAP BCM role at SAP
Link Communication Tools and Events with Business Processes
“
What if….
… it only took a mouse click to communicate with your
customers and colleagues?
… agents could work from one screen?
… agents could handle voice, email, and chat alike?
… management had full visibility across all contact centers and
company resources?
… the system had flexibility to scale up or down when needed?
© 2011 SAP AG. All rights reserved.
4
What business problems SAP BCM addresses?
Inflexible Contact Center operations
Low customer satisfaction
■ No /limited tools to see contact center status in real time
■ Long queuing times for customers
■ Difficult to adjust /adapt operations in real time
■ Low first contact resolution rates
■ Inability to get the facts on past performance
■ Inconsistent customer experience
across channels
Contact Center
Management
CIO’s
Office
High TCO, system complexity
■ Multiple separate systems with custom
integrations between each others
Contact
Center
Site 1
HQ
Contact
Center
Site n
■ Inflexibility to scale up or down capacity
Back-office
and Field
■ Expensive system updates with risk to
break down custom integrations
Contact Center disconnected from
other company operations
■ Inability to leverage back-office and mobile
experts to serve customers /support CC agents
■ Unable to temporarily upscale contact center
resources to respond contact center peak hours
© 2011 SAP AG. All rights reserved.
5
SAP BCM Benefits for Contact Centers
Contact Center is Your Company eyes and ears to Your Customer Interface
Adapt Your Contact Center operations in real time
Better Service to Your Customers
■ See Your Contact Center performance in real-time
■ Shorter response times due to increased agent
productivity and first time resolution rates
■ Adapt Your Contact Center operations according to current need
■ Know how, when and why Your customers are contacting Your company
■ Consistent customer service across channels
Contact Center
Management
CIO’s
Office
Lower Your System TCO
■ Lower system installation, integration,
maintenance and scalability costs
Contact
Center
Site 1
■ Bundled solution with native SAP
integrations (vs. separate components)
Contact
Center
Site n
Back-office
and Field
■ Monetize Your existing investments
Connect Your office and mobile
experts to serve Your Customers
■ Improve quality by using Your office and mobile
experts to support contact center agents
■ Respond quickly to high contact peak loads by
assigning office and mobile experts to queues
© 2011 SAP AG. All rights reserved.
6
SourceGas – SAP BCM OVERVIEW
Steve Bandy
October 12, 2011
SAP CIS/CRM
SAP BCM
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
7
COMPANY OVERVIEW
 Owned by GE & Alinda Capital
 Spun off from Kinder Morgan on April 2007
 420,000 gas & non-regulated customers in 4 states
 Customer care (billing application, call center & back
office) outsourced in the last 10 years
 Steve Bandy – Director, Customer Care Center
 Care Center and Afterhours Dispatching
 Customer Care Center process improvements
 Acquisition integration
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
8
IMPLEMENTATION TIMELINE
10/08
SAP CIS Project
Begins *
04/09
BCM Project
Begins
08/09
09/09
Call
Center
build
SAP CIS
Go Live
* IS-U Billing, SD, EAM, BCM, CRM 7
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
9
WHY SAP BCM?
 Functionality
 Delivered integration to CRM
 Screen pops
 Scalability
 SAP ongoing support for the product
 Risk
 Reduced number of software vendors included in the SourceGas
platform
 SAP responsibility for overall success of implementation
 Support
 Ability to implement 2-tier support model
 Internal team
 Level 2 external support
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
10
OUR CALL CENTER
 1 physical center located in Fayetteville, AR
 140 Agents at Go Live
 Permanent
 Temp to hire
 Part time
 Currently utilizing 90 agents
 Initial phase for virtual agents
 BCM Functionality
 Screen Pop
 State based routing
 Emergency queue
 Collections routing
 Call recording
 IVR
 Queries
 Payments
 Interaction records in CRM
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL:
Docopy,
not copy,
distributeor
ordisclose
disclose this
report
or itsorcontents.
CONFIDENTIAL:
Do not
distribute
this
report
its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
11
Implementation Approach & Current Status
 Approach
 Internal dedicated team
 Partnered with Ecenta and Centech
 Significant business involvement
 All 4 states concurrent go-live
 Current Status
 Implementation completed early & on budget
 Two tiered support model implemented
 Level 1 internal
 Level 2 Ecenta
 System is stable
 Process improvement efforts ongoing
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
12
BENEFITS




Reduced AHT by over 5 minutes since Go Live
Improved QA process with call recording
Less IT support for integration
Reporting data through standard BCM reporting and
Interaction records – better forecasting
 SourceGas control over the application functionality
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
13
INITIATIVES
 Additional customer self service through IVR
 Workforce Management implementation
 Verint Implementation started in November 2010
 Workforce planning and optimization
 Quality monitoring with screen scrapes
 Desktop analytics
 Speech Analytics
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
14
Year One Weekly Demand
40000
2009
Dunning &
Collections
Dunning &
Collections
30000
Launch of SAP
35000
2010
Holiday
Dunning &
Collections
25000
Holiday
20000
15000
10000
5000
0
New bills, Neb Rate Case & early
cold weather
WNA & Gas Cost
High Bill
Complaints
Summer Slow
Down
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents. This document
contains confidential and competitively sensitive information that is proprietary to SourceGas.
Year Two Weekly Demand
40000
35000
2010
2011
30000
Holiday
Holiday
15000
Holiday
20000
Holiday
25000
10000
5000
0
Fall Light Ups
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents. This document
contains confidential and competitively sensitive information that is proprietary to SourceGas.
Customer Care Center – Demand Drivers – Weekly Report
81%
6000
60%
2
New Device
Installation
Canceled
Regulated Order
Meter Test
Request
Service Not On
Time
No Service Despite
Order
Report Outage
Read Date
Request
Employee Conduct
3
Service Work
Rate Inquiry
WNA-Related Bill
Inquiry
Tech Line
1
High Bill Complaint
Did Not Receive Bill
91
91
26
Bank Draft Change
Delayed Payment
Agreement
Energy Assistance
Bank Draft
Enrollment
Payment Locate
Preferred Due Date
One-Time Payment
Extension / Promise
to Pay
Payment Inquiry
104
Account Balance
Inquiry
Bill Explanation
Deposit Inquiry
Usage Inquiry On
Premise
Online Help
Levelized Billing
44
E-Bill
Enrollment/Cancell…
CAPP / Non- Reg Bill
Inquiry
7
8
50
123
Cancel Move-In /
Move-Out
4
151
Add/Remove
Owner Allocation
7
New Service
Inquiry
9
30
17
© 2011 SAP AG. All rights reserved.
1
10
1728
Transfer Service
30%
24
1762
Billing
Payment Inquiry
Non Pay Turn On
40%
272
132
1400 1311
1200
1000
788
800
600
309 247 238
400
115
200
0
4022
110
50%
Existing Customer
Move-In
0%
0
362
63%
Move-Out
3000
256
5000
New Customer
Move-In
10%
1000
601
70%
646
700
600
500
400
300
200
100
0
4500
4000
3500
3000
2500
2000
1500
1000
500
0
20%
2000
923
849
80%
7000
Service Connection / Disconnection
90%
92%
36
46%
4000
100%
100%
1000
900
800
700
600
500
400
300
200
100
0
87%
8000
96%
95%
99%
98%
9000
Interaction Record – Major Categories
Service (Regulated)
How the Demand Drivers Were Used
 Helped us determine the demands impacting our center.
 Altered our training philosophy
 From initial launch until mid 2010
 New hires were trained for all call types
 Training time and nesting was up to 4 weeks
 Job satisfaction was very low
 Turnover rate was around 60%
 We were doing a refill classes on a monthly basis
 Mid 2010 to today
 New hires are only trained in payments and billing inquiries
 Training time and nesting decreased to 8 days and they are taking
calls
 Job satisfaction increased
 Turnover rate is now at 30%
 Refill classes happen about every 6 to 7 months
© 2011 SAP AG. All rights reserved.
CONFIDENTIAL: Do not copy, distribute or disclose this report or its contents.
This document contains confidential and competitively sensitive information that is proprietary to SourceGas
18
Service Level Improvements
100%
90%
80%
80%
70%
66%
85%
82%
80%
80%
78%
81%
87%
82%
83%
84%
84%
87%
85%
75%
67%
62%
60%
57%
50%
40%
36%
32%
30%
20%
18%
17%
10%
0%
© 2011 SAP AG. All rights reserved.
19
Average Handle Time Improvements
12:00
11:30
11:37
11:00
10:30
10:33
10:00
09:30
09:00
08:30
08:58
08:35
08:00
07:58
07:47
07:46
07:30
07:26
07:17
07:00
06:59
07:48
07:34
07:22
07:12
07:07
06:52
06:49
06:49
06:46
06:42
06:34
06:30
06:40
06:16
06:00
© 2011 SAP AG. All rights reserved.
20
Questions?
Thank You!
Dan Arengo
Director, Solutions Enablement, Americas
Business Communications Management
SAP America
M 513.652.5488
E dan.arengo@sap.com
Steve Bandy
Director, Customer Care Center
SourceGas
E Steve.Bandy@sourcegas.com