SAP’s Integrated Platform:Smartcard ChargingCustomer Service
Mike Woodward, SAP (UK) Public ServicesPaul Edwards, HCL-Axon / Service Birmingham
21st April 2010
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 2
Agenda
1. Introductory Overview
2. Service Birmingham CRM Case study
3. SAP “SmartCard + “Complete ‘Back-Office” Rating/Pricing
Billing, Statements, Accounting
Examples
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 3
Agenda
1. Divider headline
Subdivider headline
Subdivider headline
2. Divider headline Subdivider headline
Subdivider headline
3. Divider headline
Subdivider headline
Subdivider headline
4. Divider headline Subdivider headline
Subdivider headline
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 4
(Local rating)
Device provisionand control
Smart Card Typical Architecture
Eventorigination
Contactless Cards(Credit/Debit/Stadium)
ITSO PAYG /Concessionary Cards
Mobile Phones
Event: control, messagingand Mediation
CRMCustomer Service
Rating (Pricing)
Billing
Accounting,Reconciliation
Business intelligence
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 5
(Local rating)
Device provisionand control
Smart Card Typical Architecture
Eventorigination
Contactless Cards(Credit/Debit/Stadium)
ITSO PAYG /Concessionary Cards
Mobile Phones
Event: control, messagingand Mediation
CRMCustomer Service
Rating (Pricing)
Billing
Accounting,Reconciliation
Business intelligence
Delivered by SAP Partner Community
Delivered by SAP
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 6
An Ideal Commercial Smart Card Scheme ofthe Future for Citizen Service (e.g. Travel)
Cash
Credit/Debit
Cards (inc Pre-Paid)
Contactless Cards
(Credit/Debit/Stadium)
ITSO PAYG/Concessionary
& Season Ticket Cards
Mobile Phones
Traditional Leisure
& Travel TicketsWhich Will Citizens Use?
All of them!
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 7
Can the Back Office be Common?Where has it been done?
Transactions for charges to be applied
Bus lane fines
Road Charging
Parking
Work Place Parking
Public Transport
Concessionary
“Wave & Pay”
Charging
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 8
Business IntelligenceBusiness Intelligence
“Consume to Cash” Back Office Architecture
Charges, Commissions,Apportionment
‘Calculation engine’
Collection/Reimbursement
Billing
Convergent Invoicing
Turbo AR + AP
GL
Back office C2C Platform
£
Customer Self-ServiceCustomer Self-Service
Customer Services,Financial Customer Care
Customer Services,Financial Customer Care
ChannelManagementTechnology
ChannelManagementTechnology
voice
WhiteMail
Forms
SelfService
SMS
Information RequestsInformation Requests
Complaints MgmtComplaints Mgmt
Payments, Disputes /Refund Mgmt
Payments, Disputes /Refund Mgmt
Service RequestsService Requests
Info, Payments,Disputes Mgmt
Info, Payments,Disputes Mgmt
SAP Back office Smart Card Platform
Mediation
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 9 © SAP 2009/Mike Woodward/<Slideset> / Page 9
Pain Points from the customer point of view
Pain not caused by lack of features/functions, it’s the landscape
Pain:
System Scalability
Pain:
Costly systemmanagement
Pain:
System andProcessReliability
Pain:
• No pre-configuredbusiness processes
Pain: Customersexpect moreservice fromservice provider
CUSTOMERS
Finance
HumanResources
Roadside /Ticketing /
Smartcard Equipment
CustomerRelations
Mgmt.
Data Warehouse/
Analytics
Billing / Invoicing 3 partyservice
providers
Pain:
• Not easy to adopt tonew processes
• No flexibility©SAP 2009
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 10 © SAP 2009/Mike Woodward/<Slideset> / Page 10
Single Business Process Platform:A true End to End Solution
This platform provides the required flexibility needed, improves customer service and lowersoperating costs – now and in the future
Solution:
Pre-configuredprocesses
Solution:
Proven solution
Solution:
Scaleable solutionSolution:
Off the shelf
standard software
Solution:Customer selfservices and
web services
Solution:
Great adoptabilityand flexibility
SINGLEPLATFORM
CUSTOMERS
©SAP 2009
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 11
Agenda
1. Introductory Overview
2. Service Birmingham CRM Case study
3. SAP “SmartCard + “Complete ‘Back-Office” Rating/Pricing
Billing, Statements, Accounting
Examples
Customer First - The Challenge
.
.
Simplicity: Now…
the more vulnerable and disadvantaged people who most need aservice find it hardest to access what they want
Personal Service: Now…
satisfaction is currently 59% - we need to know what drives it toimprove
Professionalism: Now…
inconsistency of response times, quality standards, data - ourbuildings are not welcoming, safe, accessible and convenient
Efficiency: Now…
organising by service means we “process” customers many timesover
Customer First - The Vision
.
.
Simplicity: Imagine…
if the customer hadn’t been passed from pillar to post, and they could easilyaccess services using the method they prefer at a convenient time
Personal Service: Imagine…
being able to tailor services to our customer’s needs, knowing what drivestheir satisfaction and how to resolve the causes of contact and complaints
Professionalism: Imagine…
if our staff delivered a consistent high quality of customer service every timein a safe and welcoming environment
Efficiency: Imagine…
solving most of our customers problems there and then, at the first point ofcontact, and being able to track enquiries through to delivery
Customer First – The Outcomes
15
Simple and convenientaccess to services
More transactionscompleted at firstpoint of contact
Trackingtransactions from point ofcontact to delivery
Consistent & improvedstandards of customerhandling
Stronger culture ofcustomer focus
More proactive use ofcustomer information
Customer First is delivering thefollowing outcomes
Customer First - CRM
Largest local government organisation inEurope – 1 million citizens, 50,000employees
Customer First Program: “PuttingCustomers at the Heart of Everything WeDo”
Multi-channel (phone, web, face-to-face,kiosks) – “Call – Click – Visit”
Over 2 million customer interactions peryear across all channels
Transformation of customer experience
Transformation of the customerexperience for 1 millioncustomers, 1,500 disparateservices
Covers all services from tax towaste collection to social services
Back office operation compriseshundreds of systems
Delivers the link from point ofcontact to service delivery
Target of 20%front officeproductivity gain, with customersatisfaction in top 10%
True seamless multi channeloperations for web, face to face,call centre
Service SpecificAdvisor
Guidance
ensures betterprocess
adherence
Service SpecificAdvisor
Guidance
ensures betterprocess
adherence
Integration with Content ManagementSystem and Google search engine
Integration with Content ManagementSystem and Google search engine
Up to date information on allCouncil services provided
directly to Agents
Up to date information on allCouncil services provided
directly to Agents
Customer First - CRM
Complex integration with back officefunctions
CRM 2007, BI 7.0, Portal, MDM, PI
Rich web presence with automatedprocesses to back office functions
Integration with Java Web forms and BSPforms
SAP CRM integrated with Cisco CTItelephony system
Integration with Document Managementsystem
Transactions completed at thefirst point of contact with thecustomer
Consistent and improvedstandards of customer handling
Simple and convenient accessto all Council services acrossdifferent channels
Reduce costs through channelshift
Increased customer and staffsatisfaction
Increased awareness of the CityCouncil’s services
Integration of SAP CRM withback office systems
Integration of SAP CRM withback office systems
Integration of SAP CRM withJava Web forms
Integration of SAP CRM withJava Web forms
Customer First – Single Customer Record
Provision of authoritative view of customerdata across the council
Harmonisation and consolidation across 12directorates and 16 enterprise classapplications
SAP MDM, Business Objects DataIntegrator and Data Quality, ExperianIdentify, QAS
Fulfils increasing requirements fortransparency & compliance (includingGovt. Interoperability Framework – eGIF)
Higher quality data available supportsimproved strategic insight, customerstrategy & service planning
Cured corporate amnesia related tocustomer information changes andproof of identity
Delivered higher standard of servicebased on improved knowledge aboutcustomers and their needs
Reduced possible fraud byembedding and integrating datagovernance process and technologywithin the interaction process
Secure management and sharing ofcore and sensitive customerinformation across the entire council
Improved Customer KnowledgeImproved Customer KnowledgeSingle View of CustomerSingle View of Customer
Improved Customer ServicesImproved Customer ServicesConsolidated and Enriched DataConsolidated and Enriched Data
Customer First – The Outcomes
19
Simple and convenientaccess to services
More transactionscompleted at firstpoint of contact
Trackingtransactions from point ofcontact to delivery
Consistent & improvedstandards of customerhandling
Stronger culture ofcustomer focus
More proactive use ofcustomer information
Customer First is delivering thefollowing outcomes
Embedded advisorguidance and knowledge
CRM is ‘single version oftruth’. Automated SLAtracking
Tiered response modelimplemented for allservices
Processes re-designedaround the customerneeds
Single customer recordallows improvedanalytics
Consistent serviceavailable across multiplechannels
SingleCustomerRecord
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 20
Agenda
1. Introductory Overview
2. Service Birmingham CRM Case study
3. SAP “SmartCard + “Complete ‘Back-Office” Rating/Pricing
Billing, Statements, Accounting
Examples
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 21
Business IntelligenceBusiness Intelligence
“Consume to Cash” Back Office Architecture
Charges, Commissions,Apportionment
‘Calculation engine’
Collection/Reimbursement
Billing
Convergent Invoicing
Turbo AR + AP
GL
Back office C2C Platform
£
Customer Self-ServiceCustomer Self-Service
Customer Services,Financial Customer Care
Customer Services,Financial Customer Care
ChannelManagementTechnology
ChannelManagementTechnology
voice
WhiteMail
Forms
SelfService
SMS
Information RequestsInformation Requests
Complaints MgmtComplaints Mgmt
Payments, Disputes /Refund Mgmt
Payments, Disputes /Refund Mgmt
Service RequestsService Requests
Info, Payments,Disputes Mgmt
Info, Payments,Disputes Mgmt
SAP Back office Smart Card Platform
Mediation
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 22
Pricing & Rating Flexibility
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 23
Charging: Managing Subscriber Accounts
Dispatch rated events to prepaid accounts or externalpostpaid accounts
Handle prepaid accounts: overruns, validity dates,thresholds… with possible alarms
Cap the consumptions on prepaid or postpaid accountsvia credit limit
23
Subscriber AccountSubscriber Account
Postpaid account
Parents
Postpaid account
Parents$$
Prepaid account
SMS - Child
Prepaid account
SMS - Child$$
Prepaid account
Child
Prepaid account
Child$$
SMSSMS
Credit limit balance
Data svcs control
Credit limit balance
Data svcs control$$Data SvcsData Svcs
Default
Ov errunOv errun
Dynamically define the balance to be chargedDynamically define the balance to be charged
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 24
Contract AccountsReceivable and Payable
Debit Credit
Debit Credit
Consume-to-Cash: High Volume Billing -Business Examples
3rdpart y
vendor
3rd part y
Business Solutions Millions of Customers
Debit Credit
Debit Credit
Contract Account
GL Account
Customer Invoicing
Vendor Settlement
Customer Payments
GL
Up
da
te
CO
Up
da
te
BW
Up
da
te
Technical Systems
BIT
BIT
BIT
BIT
Millions itemsper day
BIT
Consumption Events
BIT = Billable ITem= EDR = Event Data Record
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 25
Back Office
Common
Smart Devices
Smart cards
Integrated Ticketing
Traditional tickets
On Board Units / e-Tag
New models
Other Charging
Work Place Parking
Congestion/Low Emission
Electric Cars
Cycle Hire
Events
Libraries
…
A Commercial Smart Card Charging Scheme:Back Office “Consume to Cash” usage
Mediation
Rating
Collection/
Reimbursement
‘Turbo’ AR & AP
Mediation – gathers
transactions, identifies them byuser & matches the pairs (ornot) in preparation for rating.
Rating – applies rules and
charges (fares) to the pairedtransactions based onjourneys, entitlements &applies any capping rules
Collection – assembles
collection requests forpayment based on details ofrated charges and collectsmoney from bank or acquirer
Reimbursement –accumulates v olume ofcharges to be paid to partners(commissions & carriage etc.)& charges per transaction
Accts Receivable &Payable – charges,
remittances and receipts needto be booked to AR & AP forfinancial reconciliation
£
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 26
Typical user view – simple tram journeys:Customer record, showing smartcard ID(s)
No. 26
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 27
Typical user view – Tram Daily cap:Total bill for the 6 journeys, £6 limit reached
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 28
Typical user view – Disputed invoice:Self-service or via call centre (shown)
07 May 2010 No. 28
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 29
Typical user view:Anonymous user + search by Smart-card ID (e.g.)
Can searchby Card ID
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 30
View associated card usage:‘All-day ticket’ purchase with 2 inclusive journeys
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 31
Typical user view – leisure (football) & travel:Customer record with 2 linked smartcard IDs (e.g.)
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 32
Typical user view – Family cycle hire:Family records: Father with relationships
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 33
Typical user view – Family cycle hire:Father’s Bills+EDRs: 3 charges: 2 cycle hire, 1 ‘fine’
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 34
Solution:
Pre-configuredprocesses
Solution:
Proven solution
Solution:
Scaleable solutionSolution:
Off the shelf
standard software
Solution:Customer selfservices and
web services
Solution:
Great adoptabilityand flexibility
SINGLEPLATFORM
CUSTOMERS
SAP’s Customer-centric SmartCard Platform
Complete solution for all processes (from Mediation onwards)
Integrated out-of-the-box to CRM’s customer-centric processes
Integrated out-of-the-box to CRM self-service
Complete citizen account surfaced to Citizen via CRM and self-service
Complete 360o view of citizen interaction including smartcard interactions
Flexible, Agile pricing/rating capability
Cross charging capability for Corporate/Personal and Families
Proven High-volume capability
Can be implemented in modular fashion
Aids joint-working partnership within the locality
Low Total Cost of Ownership
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 35
© SAP 2009/Mike© SAP 2007/Mike Woodward/Parcelforce Market Investigation/ Page 35© SAP 2007 / Page 35
Thank you! Questions?
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 36
© SAP 2009/Mike
Secondary colors100%
Primary colors100%
RGB 158/48/57
Tertiary color
Definition and halftone values of colors
RGB 68/105/125
RGB 96/127/143
RGB 125/150/164
RGB 152/173/183
RGB 180/195/203
RGB 4/53/123 RGB 240/171/0 RGB 102/102/102RGB 153/153/153RGB 204/204/204
RGB 21/101/112
RGB 98/146/147
RGB 127/166/167
RGB 154/185/185
RGB 181/204/204
RGB 85/118/48
RGB 110/138/79
RGB 136/160/111
RGB 162/180/141
RGB 187/200/172
RGB 119/74/57
RGB 140/101/87
RGB 161/129/118
RGB 181/156/147
RGB 201/183/176
RGB 100/68/89
RGB 123/96/114
RGB 147/125/139
RGB 170/152/164
RGB 193/180/189
RGB 73/108/96
RGB 101/129/120
RGB 129/152/144
RGB 156/174/168
RGB 183/196/191
RGB 129/110/44
RGB 148/132/75
RGB 167/154/108
RGB 186/176/139
RGB 205/197/171
RGB 132/76/84
RGB 150/103/110
RGB 169/130/136
RGB 188/157/162
RGB 206/183/187
85%
70%
55%
40%
RGB 158/48/57
85%
70%
55%
40%
100%
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 37
Grid
© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ Page 38
No part of this publication may be reproduced or transmitted in any f orm or f or any purpose without the express permission of SAP AG. The information contained hereinmay be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
Microsof t, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Univ ersal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries,eServ er, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+,POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex,MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tiv oli and Informix are trademarks or registered trademarks of IBM Corporation.
Linux is the registered trademark of Linus Torv alds in the U.S. and other countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or othercountries.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.
Jav a is a registered trademark of Sun Microsystems, Inc.
Jav aScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
SAP, R/3, SAP NetWeav er, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respectiv elogos are trademarks or registered trademarks of SAP AG in Germany and other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products andserv ices mentioned herein as well as their respectiv e logos are trademarks or registered trademarks of Business Objects S.A. in the United States and in other countries.Business Objects is an SAP company.
All other product and serv ice names mentioned are the trademarks of their respectiv e companies. Data contained in this document serv es informational purposes only.National product specif ications may v ary.
These materials are subject to change without notice. These materials are prov ided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only,without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Groupproducts and serv ices are those that are set forth in the express warranty statements accompanying such products and serv ices, if any. Nothing herein should be construedas constituting an additional warrant.
© Copyright 2009 SAP AGAll Rights Reserved