first crm 7, eh p 2 upgrade in the us
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A collaboration of:
First CRM 7, EhP 2 Upgrades in the US
Mary Kennedy Middle Tennessee Electric Membership Corporation
Rajiv Vemula Sparta Consulting
First CRM 7, EhP 2 Upgrade in the US
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Distributes electricity to about 190,000 residential and business members in a four-county area directly south of metropolitan Nashville
Is the sixth largest electrical distribution cooperative in the country and easily the largest in the state
Distributes more electricity than all but one other U.S. cooperative
Have operational costs (costs after power is purchased from TVA) among the lowest in the nation
Has member-to-employee ratio, or the number of members for every person employed among the highest of any electric co-op in the country
Three of Tennessee's top five fastest growing counties are in the MTEMC service area - Rutherford, Williamson and Wilson - according to the U.S. Census Department
©2013 Sparta Consulting Inc.
Who is MTEMC?
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Who is Sparta?
Portland, OR Detroit, MI Iselin, NJ Santa Clara, CA Irvine, CA Columbus, IN Richmond, VA Houston, TX Austin, TX Baltimore, MD
Pune
Noida Mumbai Bangalore Hyderabad Chennai Gurgaon
London Paris Munich Frankfurt Stockholm Amsterdam
Johannesburg
Shanghai
Seoul
Tokyo
Singapore
Sydney
Sacramento, CA (US HQ)
Sao Paulo
Dubai
ON, Canada
$425M REVENUE 8300+ EMPLOYEES
INDUSTRY FOCUSED
GLOBAL PRESENCE
34 Offices in 16 Countries, 7 Development Centers
Our Utilities
Practice
Overview
Over 200 practitioners focused on Utilities
Have serviced over 30 Utilities
SAP certified solutions
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To ready us for AMI
Needed to stand up CRM
for AMI functionality
Agent will be able to ping
MDM for read
Real time move in/out
Improve value,
member experience
©2013 Sparta Consulting Inc.
Why did MTEMC Upgrade?
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New release in Ramp-up
Make sure the right team is in place (both client and SI)
Understanding non-project dependencies
Retaining existing functionality for front office and back office agents
New user interface to call center agents
©2013 Sparta Consulting Inc.
Concerns
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Minimal replication errors after go live – less than 10 per day in first 3 days, less than 5 per day after that
Outstanding call times – 7 second average wait time, 2% abandonment rate, 94% service level on day 3
©2013 Sparta Consulting Inc.
Results
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Why was this Project Successful?
Assessment of existing environments performed prior to beginning of project
Reviewed all business areas to determine most impact for improvement
Drilled down into each sub-area with Delta comparison
Enabled us to have a very well defined scope and expectations of project results
PREP
©2013 Sparta Consulting Inc.
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Why was this Project Successful?
Intensive vendor selection process
Fixed Bid SOW
RFP: Deloitte, SAP, Sparta, Infosys
Selection committee
Narrowed down to 2 SIs
On site presentations
Weighted criteria to determine most qualified vendor
PREP
©2013 Sparta Consulting Inc.
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Why was this Project Successful?
Strong MTEMC project sponsor
Collaborative, knowledgeable and available team members
Prioritize relationship & create positive team atmosphere
Effective Program Management Office to de-risk project failure points
TEAM
©2013 Sparta Consulting Inc.
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Why was this Project Successful?
Perform extensive testing (system, stress/performance)
Multiple mock runs to fix the data issues
Enhancements to ensure no existing functionality is lost
2 phase approach – hardware upgrade, software upgrade
Execute current housekeeping jobs on a daily basis (purging files) to improve IC Web functionality
SYSTEM
©2013 Sparta Consulting Inc.
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Why was this Project Successful?
Key project team members engaged early on
Systematic hands-on end-user training (multiple sessions, review)
Same group of team members tested the system, trained the End Users and provided go live support
Strategic, on the floor go live support in call center and all district offices
OCM/TRAINING
©2013 Sparta Consulting Inc.
13 ©2013 Sparta Consulting Inc.
Demo
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Q&A
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A collaboration of:
Mary Kennedy Middle Tennessee Electric Membership Corporation
Rajiv Vemula Sparta Consulting