crm 7.0 ehp 3 and future utility - enhancements customer connection asug & sap

CRM 7.0 EHP 3 and Future Utility - Enhancements Customer ConnectionASUG & SAP

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2Public

Agenda

Welcome and Introduction 10.30 – 10.35 a.m.

Interaction Call center Efficiency 10.35 – 11.00 a.m.

Selling of Energy Supply Products 11.00 – 11.20 a.m.

How to request a Customer Connection project 11.20 – 11.25 a.m.

Q & A

Community Areas of Interest

Utility Community survey comments:• CRM performance issues

• CRM replication issues

• Linking direct mail marketing pieces to the BP so that when a customer calls the CSR knows what program the customer is referencing

• Improve the ability for a CSR to note a phone call or contact with a customer and their interactions

• Easier search function of customer notes and interaction records

• Offer an upload of Excel spreadsheets of information about business partners that will improve marketing, information that is useful maybe outside of SAP and not easy to enter

• Issues with outgoing emails not being saved

• Interest in predictive analytics for CSR similar to what SIs are building

Survey remains open, submit your ideas Utility Community survey

A collaboration of:

www.sap-for-utilities.com

September 15-18, 2013Huntington Beach, California

© 2013 SAP AG. All rights reserved. 6

More Information

Customer Connection on SAP Service Marketplace

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Find all improvements delivered

SAP Improvement Finder

Learn More

Customer Connection:We team up with customers.

Contact us:Customer Connection Teamcustomer-connection@sap.com

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Thank you

Project Lead for UtilitiesFrank Holstenfrank.holsten@sap.com

Contact information:ASUG SIGSue Daulton sdaulton@cityoftacoma.orgCustomer Connection Utilities Program LeadAnja WeberAnj.weber@sap.comProduct Owner for Utilities Albina Shapiro albina.shapiro@sap.comProduct Management for UtilitiesMax Streibl max.streibl@sap.com