sap is u wipro utilities case study

8/12/2019 Sap is u Wipro Utilities Case Study

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© 2012 WIPRO LTD | WWW.WIPRO.COM 1

Wipro UtilitiesSystem Integration

Experience &BenefitsEric Smith

Yucel M Erbilgic




Wipro Overview




Wipro ENU Overview

ENU Service Portfolio• Smart Grid Services• Enterprise Data Management and Analytics Services• HSSE Managed Services• Enterprise Asset Management Services

• Meter-to-Cash• E&P Data Management• Commercial Energy Operations (CEO) Managed Services

(ETRM)• Field Mobilization and Workforce Management• Mining Design Services

People

Technology

Process

Domain• Energy Trading and Risk Management• Generation Centre of Excellence• Retail Customer Care and Billing

• Transmission and Distribution• Regulatory Compliance• Smart Grid• Product Design & Testing

Industry Experinece12+ Years since the formation of practice dedicated to Energy, Natural Resources and Utilities.

125+ Relationships with Energy & Utilities companies in North America, Europe and Asia Pacific.

8500+ professionals dedicated to delivery of services to our Energy and Utilities clients.$750+ Million USD in Revenue.

6th Largest Vendor.

Some of Our Major Customers Include• Large Distribution Utilities across the Globe• The World‘s Largest Oil and Gas Exploration Companies • Leading Australian Distribution & Retail Energy Companies

http://www.olf.com/index.aspx




Business Benefits for a Large Wipro Customer

Key Objectives:● Create a single interface so that agents performing a task are presented only with relevant dataand do not have to switch between multiple applications to complete the task.● Automate, standardize, and optimize many of the processes performed by Customer Serviceagents, which are relatively repetitive and labor intensive to improve efficiency (both in terms ofeffectiveness and adherence to standards).

Business Benefits:• Estimated savings of over 47,000 person hours per annum through

• Fewer jobs being passed on to the field team (decrease in error rate)• Improved sort facility in office work management application• Improvements to customer address retrieval screen• Reduced average handling time for pending processes by three minutes• Reduced contact volumes (all channels) related to chasing updates in front-office and back-

office work stream• Reduced call handling times in payment plan process: 5,764 person hours per annum• Reduced transaction handling time in refunds process• Elimination of paper based work allocation• Facility to promote to suitable customers rather than relying entirely on contact center agents

• Improved customer satisfaction according to customer‘s own real -time surveys and regulatorsindependent quarterly surveys.

• Improved employee engagement according to Gallup Q12 survey.




A Leading Australian Integrated Energy Company – Delivering Solutions for End-to-End Retail Business Operations

Wipro’s Solution Approach aligned to the Objectives: Objectives of the Transformation Programme:• Business growth enabled by more effective sales

channels• Reduced customer churn• Improved customer service• Improved margin management• Improved cash flow management• Reduced cost to serve• Flexibility to introduce new products beyond

electricity and gas• Deep business intelligence, and• Proactive management of and compliance with

the Regulatory Requirements.

BusinessTransformation

ApplicationManagement

Business ProcessOutsourcing

3 year BusinessTransformation program ofthe Retail Process includingsystem transformation of thecurrent Customer Care andBilling system.

Services includesupporting a suite ofLegacy applications

prior to transformation,followed by on goingmanagement of thetransformed applicationsuite. SAP is thechosen transformationtechnology platform.

Business ProcessOutsourcing for the backoffice functions (pre & posttransformation)

Transition of processes in4 waves over 12 months,Establish operations tosupport the customer posttransition

Aligning the Transformation Objectives with simplified KPI’s

SingleCustomer

View

• Understanding our customers profile and habits.• Know how our customers are engaging with us to

create the opportunity for conversation aboutneeds and rapid problem resolution.

Up Sell & Cross -Sell

IntegratedSAP ISU /

CRM

CustomerSegmented

Model

• Profiling and Segmentation of customer willrequire different approaches.

• Build our understanding of drivers andexpectations to enable sustainable and valuedrelationships with target customers.

Sell More and to High Margin Custom ers

DifferentiatedService Modelin SAP CRM

Self Serve

Sales/Service

Experience

• Products must meet segmentation andcomplement each other.

• Turn reactive call handling and interactions intoproactive, value-adding customer relationships.

Reduce Churn

ChangeProgram to

focus onBehaviours

• Empower customers to interact with us any time,

any where.• Must answer quickly questions around products,usage, address, payment and FAQ.

Reduce Cost to Serve - Cheaper Channels

24 x 7 Portal /Voice

Solution

Transforming to St ra tegic Landscape (Direc t l ink to bus in ess success)

MiddlewareSales

S A P B

u s i n e s s I n t e

l l i g e n c e

P r o

c e s sI n

t e gr

a t i on

( S AP P I )

SAP for Utilities (ISU)

EDM

CallRouting

IVR OutboundCalls

Reporting /Monitoring

AVAYA

Service Level(Differential

Service)

Retention(Relationship)

Customer Engagement Model

Customer Value(Segmentation)

Growth(Up-Sell

Cross-Sell)

Channel Management Strategy

SAP CRM for UtilitiesMarketing Sales Service

SAP for Utilities (ISU)

Billing InvoicingDM FI-CAEDM

Intercompany Data Exchange

Business Process Exception Management / SAP Workflow

SAP Enterprise Portal




Creating a brand new IT platform for a newly created DistributionUtility in UK – Separation of Retail and Distribution

Objectives

• Separation of Major DistributionCompany Systems within 18months

• Use the systems separationopportunity to put in world classprocesses and come to the

frontier of efficiency• Cutover to the target

architecture with minimalinterruption to business


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Wipro – SAP Alliance

Wipro has a Global Partnership status (less than 1% of the total number of SAPpartners)

• 3100+ SAP consultants, with operations in 30+ countries

• More than 400+ projects till date , 90+ Fortune 500 clients

• Always the First in SAP partner ecosystem – First to open SAP PartnerResearch Center (SPARC), First two Global SIs to partner for RunSAPmethodology, First Asian SI to sign SAP Business Suite 7 launch partnership.

• SmartUtil – Preconfigured Rapid deployment Utility solution for loweringTCO.

WIPRO IS BEST SUITED FOR LARGE-SCALE, GLOBAL SAP PROJECTS―Wipro‘s tremendous SAP capability is growing rapidly and provides strong competition to the other top vendors — particularly when it comesto global end-to-end implementations. Wipro is a strong choice for end-to-end SAP implementations, upgrades, global rollouts, and ongoingmaintenance and support.‖ “The Forrester Wave™: Indian SAP Services”

Winner of SAP Pinnacle

Award1.Solution Leadershipcategory (2007)2.Thought Leadershipenterprise SOA (2008)

Henning Kagermann,CEO SAP, and AzimPremji Chairman, Wiprosigns the Global ServicePartnership Deed on

August 30 th 2007

Partial list of Wipro E U SAP Customers

Consulting

SAPImplementation

SAP Support

SAPModules

IS-U/CCS, R/3 FI, CO, MM, HR, EBP,BW, SD, IS-U, PortalsIS-U/CCS, SAP XI

Wipro rated in highestcategory ‗Leaders‘ in theForrester Wave - SAPServices Providers, Q2,2011

IS-U, SAP CRM, SAPPI, SAP BW

IS-U/CCS, SAP CRM,SAP XI, SAP BW

A large Oilcompany

Large Oil &Gas company

Large Gascompany in

the UK

Large GasDistribution

company in theUK

Leading AustralianIntegrated Energy

company

XXX

XXX

XX X

X

XXX



SPEED Methodology

Onsite Offshore

• Wipro‘s SAP Global Rollouts methodology called SPEED > Systems and P rocesses Enabled for

Excellence in Delivery• SPEED = ASAP methodology + Wipro‘s project learning's & differentiators



Wipro Partnerships for Smart Grid Solution



Smart Metering Partnership

Meter DataManagement

Head-endsoftware

Analytics/

Reporting

system

Collector / AccessPoint (GPRS)

AMICommunication

Server

Meter Customer IT Network

Billing WorkManagement

CRM AssetManagement

DistributionManagement

&SCADA

ExternalFirewall

InternalFirewall

DMZControlled

Collector

Firewall

Access Point(GPRS)

Collector

sap is u wipro utilities case study

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