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Utility of the Future Series Monthly Virtual Studio Event Series for Utilities

PART 2 | The Future of Multichannel Foundation for Utilities WEDNESDAY, MAY 28

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

Month TOPIC

April 30 Future of Operational and Cyber Security – available on-demand

May 28 Future of Multichannel Foundation for Utilities

June 25 Future of Utilities IT/OT Convergence

July 30 Future of Pricing and Costing for Utilities

August 27 Future of Cloud for Utilities – SAP ‘Utility in a Box’

September 24 Future of Waste and Recycling for Utilities

October 29 Future of Energy and Portfolio Management, Payment and IDEX

November 26 Future of Electro-mobility

Monthly Virtual Events Last Wednesday of Every Month


Juergen is a 16-year SAP veteran with deep

knowledge of the Utilities industry and IT solutions.

He is part of SAP’s Industry Business Unit for Utilities,

the expert team that ensures that SAP’s solutions and

services help utilities globally run their business

better.

Responsibilities include SAP solutions for Utilities

including CRM & Billing (CIS), Demand Side

Management (Energy-Efficiency, Demand Response),

Mobile solutions for consumers as well as strategy

and go-to-market activities.

Juergen Kuhmann,

Solutions Manager

IBU Utilities

SAP America

Wasim is a member of the Product

Management team at SAP AG in Walldorf,

Germany. His team is responsible for the

development of the SAP Utilities Product

Portfolio and defines the product roadmap

in close collaboration with customers.

He has 10 years of experience in

developing technical solutions for the

Utilities Industry.

Responsibilities include CRM, the

Multichannel foundation and cloud

solutions.

M Wasim Arafat,

Product Management

Utilities

SAP AG

Today’s speakers


Safe Harbor Statement

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or foundations directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.


Today’s wish list of the utility customer

Low bills Reliable, safe service Resolve issues fast or prevent them Keep me informed at all times Provide convenience

But I am increasingly interested in: Sustainable use of energy and water Services that help me take care of things from A-Z New technologies. Support me in using those.


Millennials are new the mainstream!

By 2014, 47% of users will

have been born after 1980


Web site traffic 160 x

Real-time multichannel communication

Self Service

9 © 2013 SAP AG or an SAP affiliate company. All rights reserved.

Cost Savings thru self-services –

You need a multichannel self-service strategy to keep them coming!

Business Case Utility Service Provider “AVG” 2009

number of consumers serviced 5.000.000

average number of contacts p.a. per customer 1,77

average number of bills p.a. per customer 6,94

number of Call Center contacts p.a. 5.489.200

number of ISS contacts p.a. 339.594

number of IVR contacts p.a. 1.057.470

number of Other contacts p.a. 1.963.735

number of bills p.a. send by snail mail 33.368.484

number of bills p.a. accessed by ISS 1.331.516

costs for all Call Centre contacts p.a. 27.804.155 €

costs for all ISS contacts p.a. 348.996 €

costs for all IVR contacts p.a. 703.413 €

costs for all Other contacts p.a. 13.093.206 €

costs for all snail mail bills p.a. 43.379.029 €

costs for all ISS bills p.a. 559.237 €

Total costs p.a. 85.888.036 €

2014 w/ online services

5.000.000

3,55

8,79

9.483.196

4.479.319

1.414.597

2.372.889

32.858.954

11.091.046

52.745.536 €

1.522.968 €

778.028 €

17.796.664 €

46.002.536 €

3.770.955 €

122.616.688 €

Based on channel

Distribution for 2009

Based on channel


Assumed costs for Snail mail Bill in 2009/2014: € 1,30 / € 1,40

Assumed costs for Electronic Bill in 2009/2014: € 0,42 / € 0,34

2014 w/o online services

5.000.000

3,55

8,79

12.684.106

0

1.892.073

3.173.821

43.950.000

0

70.548.997 €

0 €

1.040.640 €

23.803.660 €

61.530.000 €

0 €

156.923.297 €

Based on channel


without Web Services-

Savings: €Mio 34,306,609 p.a.


C:/Users/i009164/Documents/ISU/Areas/Multi-channel platform - Customer Engagement/Presentations/CapGemini - The digital disconnect.pdf


Four To-Dos for great customer engagement (Source: Accenture 2014)

PURSUE OPERATIONAL EXCELLENCE

CREATE LASTING CUSTOMER ENGAGEMENT

EXCEL CUSTOMER COMMUNICATION

EXTEND THE VALUE CHAIN - BEFORE AND BEYOND THE METER


Why does multichannel customer engagement matter to a Utility ?

Reduce cost of customer interactions

Increase customer retention

Differentiate with exceptional customer service


Experience the Multichannel utility

engaging and helping

the customer at all times

An example


Demo

• Ryan Johnson, 32, Car Salesman

• Just moved

• Likes to research online before buying products –

Who does not!

1.

2.

3.

Find, configure & buy

products online

Mobile Self-service

Web Self-service

Demo Jam!

http://demo.tdc.sap.com/SpeedDemo/dd31ecf50ab954f8


Customers want more apps


Apps

Foundation Secure, scalable, real-time, multichannel, Cloud/On premise, …

Put in place a solid foundation

before scaling investments for consumer engagement apps

1. Fast track

multichannel

enablement with

SAP Multichannel

Foundation

2. Freely innovate

with apps

from SAP,

partners, and

others


CRM

Smart Energy

Data Found/ ISU

SAP for Utilities Non-SAP

systems Non-SAP

systems Non-SAP

systems Non-SAP

systems Business

Systems

Costs a lot

Does not scale

Apps,

and more Apps!

Here’s the issue with enabling many, many consumer-

facing applications – The traditional way

Point-to-point integration


CRM

Smart Energy

Data Found/ IS-U


systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

Business

Systems

SAP Multichannel

Foundation for Utilities

Secure

Open ID

Scalable

Reliable

Open standards

(Odata, HTML5)

Premise or Cloud

In-memory

Simpler development Support any channel Customer preferences

Services delivered along real use cases

Apps,

and more Apps!

Our Solution:


Plug n Play Quick Time to Value

CRM Real Time Analytics IS-U


systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel


Light weight, non-

disruptive

Pre-configured, pre-

integrated Utilities scenarios

Bundled apps


1..n Inbuilt Multichannel Access



systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel


Custom Apps

Co

nsu

me

r Ex

pe

rie

nce

s

Social Mobile Apps Web Applications Mobile SMS IVR E-Mail


Single view Visibility across channels



systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel



Open, Flexible Enable new business models



systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel


Tools Open Standards- REST,Odata,HTML5

Service builder UI Generation…

SAP HANA Cloud Portal

SAP Cloud for Social Engagement

SAP Mobile Platform Custom Apps

Online Commerce

Energy efficiency programs

Home automation……


2014 2015

Multichannel Foundation for Utilities v2.0

(incl. Cloud version)

Multichannel Foundation for Utilities v1.1- Q2

Responsive UI for mobile/tablet/desktop – Delivered

as part of the Multichannel Foundation for Utilities v1.2

- Q3

Roadmap for SAP Multichannel Solution for Utilities

Update!! ( Asif )

Multichannel foundation for Utilities v1.0



(includes Responsive

app)

Possible topics:

Cloud enablement,

B2B…

Q4 Q2 Q3

2013 2014 2015&Beyond

* subject to change

Multichannel foundation Vx.x based on customer adoption and

demand


SAP Multichannel Foundation for Utilities

Features in v1.1 SP03 (RTC Q2 2014)

Managing Online

Accounts

Create an online account

(existing customer)

Create an online account (new customer)

Log into an online account

Change password

Log out of an online account

Reset forgotten password

Managing Customer

Details

View & update personal

information

View & update address

information

View & update contact

information

View & update communication

permissions

Managing Utility

Contracts

Browse utility products

Sign up for a utility product

Create a contract directly

Create a premise not yet in the system

View contracts

View details of a certain contract

End contract(s) for a premise

Transfer contract(s) to

another premise

Managing Meter

Reading Data

View meter reading history

View upcoming meter reading

dates

Enter meter reading

Bill Information

and Inquiries

View account summary

View consumption

history

View bills

View details of a certain bill

Inquire about a certain bill

Managing Budget

Billing Plans

View budget billing plans

Change budget billing amount

Opt-in to a payment plan

Opt-out of a payment plan

Managing Payments

Manage bank account details

Manage credit card details

View & update payment/refun

d account assignment

Make one-time payment

View payment history

Cancel scheduled payment

Communicating with the Utility

Company

Send a message to the utility company

View past interactions

with the utility company

Request change of data which needs

approval

View Alerts

Create service requests/

notifications

View service notification

history

View details of a service order

New Features in v1.1

Minimum release:

IS-U 6.04 (EhP4)

CRM 7.0 (EhP0)

Features in v1.0


Responsive UI - SAP Multichannel Foundation for Utilities

Planned availability: Q3/2014

Planned Scope

• Online account management

• Contract management

• Meter Reading

• Product Sign-up

• Consumption History

• Invoice Overview

• One-time payment

• Budget Billing/Payment Plans

• Payment Data management

• Interaction History

• Alerts


SAP Services Select. Success can be planned.

Business Transformation

Engineered Services

Implementation Services

Education

Regional Template for Multichannel foundation by SAP Service

Regional template contact: [email protected]

mailto:[email protected]


Utilities across the world are influencing the

SAP Multichannel self-service roadmap

Snohomish PUD Consumers Energy Dallas

Tacoma PU, Imperial Irrigation HECO Energen LG&E and

KU London Hydro

Centerpoint Source Gas

PSEG Idaho Power Fairfax

Water Sask Power

Pedernales Coop

nPower EnBW

GDF Suez

Vattenfall

Gelsenwaaser

RheinEnergie

Origin Energy

*Ramp up customers are indicated green Italics


Multi-Channel Foundation Business

Benefits

The foundation for consistent and real-time

customer service across channels

• Provide apps quicker on any channel

• Meet customer service targets at lower cost

• Information is consistent across channels

• Monitor adoption by customers

• Proven, open platform to extend as desired

Secure

Open ID Scalable

Reliable

Simpler development

Open standards On Premise or cloud

In-memory speed

Enterprise Grade Multi-Channel Customer Engagement

with the SAP Utilities Multichannel Foundation



Learn more about it and discuss with other utilities

Stay tuned to

SAP Community Network

Multichannel Foundation Pages

http://scn.sap.com/docs/DOC-51663








Learn more about it and discuss with othr utilities

Also: ASUG webinar planned for June reporting about the Influence Council