SAP Utilities Customer Engagement Field Kit

SAP Utilities Customer Engagement Field KitSanjay Makhijani, Mobile Solutions - APJAugust 7th, 2013Purpose of this documentThis document summarizes key benefits, sales opportunities and solution overview for SAP Utilities Customer Engagement. It provides a guide to position the solution with customers.

This presentation includes internal and external slides. Slides that can be used externally are marked accordingly.2013 SAP AG or an SAP affiliate company. All rights reserved.#1DisclaimerThe information in this document is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This document 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 platforms 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.2013 SAP AG or an SAP affiliate company. All rights reserved.#Elevator PitchValue Proposition and FunctionalitySales OpportunitiesProspects and Ramp-Up Target SegmentsRamp-Up Details, Resources, and ContactsAppendix (Supporting Material)

Agenda2013 SAP AG or an SAP affiliate company. All rights reserved.#Elevator PitchSAP Utilities Customer EngagementPoor customer engagement Customers often have limited access to the data they want and can only get to it using limited channels, either the web or call center Lack of real-time information no information on the status of issues theyve reported or outages in their areaLimited options customers have to call the call center or search the utilities web site to find information

Increased customer satisfaction by providing a visually appealing interface and access to the most important information and functionality relating to utility services and bills.Improved customer service due to two-way communication on service requests and outagesReduced cost of service through decreased call volume for back office and more self-service capabilities and multichannel accessPain PointsDescription and Value PropositionView and pay current and historical billsUpdating account information, including profile, billing address, and payment methodsMove-in, Move-out and Meter reading via MobileReport problems or outages and check on the status of previously reported problemsReceive important offer information and alerts from their utility companyView service usage by billing period in a line or bar chart and compare usage from previous years

FunctionalityNet-new revenue opportunity for customers with or without SAP IS-U Solution Consumers companies looking for improving their engagement with consumersSAP Syclo for companies engaged in Generation and TransmissionSAP Mobile Platform for B2E applicationsSales OpportunityCross-Sell / Up-Sell OpportunitiesNo end to end mobile solutions with other competitorsIntegrated with SAP back-end for existing IS-U customersDifferentiation vs. CompetitorsNovember 2012PricingAvailabilityResources and ContactsRegionAPJ COntactSol MgtPresalesAPJSanjay MakhijaniRakesh GandhiGeorge Neo, Vijay Narayanan, Price List ItemPrice/Sales UnitSAP Sybase 365 Money Mobiliser Platform up to 5 units200,000 Eur for 100k Active usersSAP Utilities Customer Engagement up to 5 units75,000 Eur for 100k Active users2013 SAP AG or an SAP affiliate company. All rights reserved.#AgendaElevator PitchValue Proposition and FunctionalitySales OpportunitiesProspects and Ramp-Up Target SegmentsRamp-Up Details, Resources, and ContactsAppendix (Supporting Material)

2013 SAP AG or an SAP affiliate company. All rights reserved.#SAP Utilities Customer EngagementCatering to Utility Consumers of the Future

Will want awareness of their energy usage and impact on the environment

Will be accustomed to receiving notifications and alerts

Will be budget conscious

Will change devices

Will expect paperless communication

Will be mobile and always connectedDemo2013 SAP AG or an SAP affiliate company. All rights reserved.#6Use CaseUtility service providers are currently challenged when it comes to their relationships with consumers.Very high call center volumes for low touch interactionsNot able to provide real-time communication to their customers to share important information This has led to low customer satisfaction and impersonal customer relationships.The mobile application gives these companies the opportunity to offer consumers a rich, user interface to carry out the most important actions on their account and to receive valuable information from their utility provider.

2013 SAP AG or an SAP affiliate company. All rights reserved.#Utility service providers are currently challenged when it comes to their relationships with consumers. They face very high call center volumes for low touch interactions and they are not able to provide real-time communication to their customers to share important information regarding service downtime, outages, or important offers. This has led to low customer satisfaction and impersonal customer relationships. The SAP Utilities Customer Engagement mobile application gives these companies the opportunity to offer consumers a rich, user interface to carry out the most important actions on their account and to receive valuable information from their utility provider.

7Business Scenarios Overview (SAP Utilities)

Homepage(active Tiles)Service UsageOutagesCreate a ReportPaymentAccountsBills &PaymentsServices

MessagesMenuFunctions

2013 SAP AG or an SAP affiliate company. All rights reserved.#SAP Utilities Customer Engagement was developed for todays typical consumer who wants access to information in real time from anywhere in the world, be it their house, on the road, or in a coffee shop. With the SAP Utilities Customer Engagement application utility customers will have the ability to manage all aspects of their gas, electric, and water accounts anywhere and at anytime.

This mobile application is empowering for consumers as they can access and manage their personal accounts anytime and anywhere but is also empowering for the utility companies as it will reduce operating costs and ultimately increase customer satisfaction.

82013 SAP AG or an SAP affiliate company. All rights reserved.#Utilities Customer Engagement A Model

2013 SAP AG or an SAP affiliate company. All rights reserved.#Empowering CustomersUses CasesPersonalized communicationsMove-in, move-outBill paymentOutage managementService request managementBusiness ValueImproved customer engagementEnhanced customer care/serviceShortened billing and collection cyclesImproved understanding of customerReduced cost of service

Product innovation partnerTransform the way we do business with customersSAP insights and referencesUtilities that mobilize the customer experience can reduce cost of service by up to 20% and shorten the billing cycle by up to 70%SAPs industry leading mobile app for transforming the customer experience and improving service deliveryIntegrate with SAP ERP, or leverage the platform to integrate with other systems

2013 SAP AG or an SAP affiliate company. All rights reserved.#Transform the way we do business with customersBusiness ValueImproved customer engagementEnhanced customer care/serviceShortened billing and collection cyclesImproved understanding of customerReduced cost of serviceUses CasesPersonalized communicationsMove-in, move-outBill paymentOutage managementService request managementCatalog/shopping cartSAP insights and referencesUtilities that mobilize the customer experience can reduce cost of service by up to 20% and shorten the billing cycle by up to 70%SAPs industry leading mobile app for transforming the customer experience and improving service deliveryIntegrate with SAP CRM, or leverage the platform to integrate with non-SAP CRM and back ends

11mCommerce Utilities Solution RequirementsEnd UserMulti channel access Outage CentreAccount Management Usage History, meter readingsBill Payment & LocationsMove-in Move outService Issues /StatusWeb customer registration and self service portalBack-office functionsOutage notification managementCustomer Care PortalCustomer Engagement management

Mobile Utilities

AppCustomer Support Portal

SMS

2013 SAP AG or an SAP affiliate company. All rights reserved.#12Standard Functionality and SolutionsCalculationsFees, CommissionsLimits, RestrictionsVelocity conditionsAccountsStored Value AccountBank Acc, Credit CardLoyalty points, PrepaidSelf Care ServicesRegistration portalCustomer self care portalMerchant self care portalAgent self care portalPayments & Transaction ProcessingBill payments, Merchant payments Transfers, Remittance, DisbursementsAuthorization, Capture. Cancel, Refunds, Advice of ChargeVouchers, Bulk ProcessingAlertsBalance, fraudAccount eventsNotificationsMulti Party SettlementSettlement, ClearingReconciliationPayment InstructionsUser Profile ManagementUser Registration, AuthenticationLink bank account, credit cardChange PIN, password, addressMulti-Channel AccessSmartphone AppsMobile Web AppsSMS/USSD AppsStandard Functionality within mCommerce SolutionsFunctions Requiring Customization ServicesLoyalty points managementCoupon deliveryCall Center/Back officeCustomer support portalOperations dashboardAdministration portalReport generation, formatsUser Application ServicesRegistration, Manage accounts Balance, View Transactions, Bill PaySend/Request Money. Transfer, Remittance, Airtime TopUp, P2PLocations, Coupons, Promotions, Custom industry servicesRetailer systems Bank SystemsCard NetworksRemittance ProvidersAirTime RechargeMobile BankingMobile PaymentsMobile MoneyMobile UtilitiesMobile TopUpMobile CPMobile RetailUtilities systems 2013 SAP AG or an SAP affiliate company. All rights reserved.#13

SAP Utilities Customer Engagement is a complete End-to-End SolutionService EndpointsData Access ObjectsSAP implementationHibernate implementationExternal implementationECC Add-On for UtilitiesSAP ECCMobiliser database3rd Party Utility systemMobile AppsMobile PlatformBackend

SAP Utilities Customer Engagement Components2013 SAP AG or an SAP affiliate company. All rights reserved.#This is not just a mobile app. The components in orange are what we delivered as part of the SAP Utilities Customer Engagement Solution. In addition to hybrid HTML5 apps, we created service endpoints in mobiliser to read the data back, and an sap implementation of the data objects that are passed to the backend. We also built 35+ function modules as part of the ERP add-on and BADIs for customers to modify the functionality.

In addition, customers can connect to 3rd party systems or the mobiliser database to create further extensions.14Version 2 (Released)Version 1 (Released)SAP Utilities Customer Engagement RoadmapVersion 3Nov 2013Subject to change2013 SAP AG or an SAP affiliate company. All rights reserved.#15Target Customers / Scenarios / Adjacent SAP / Partner OfferingsTarget CustomersScenario

Adjacent SAP/Partner offeringsSAP Utilities Customer Engagement Existing Utilities customers focusing on customer services onlyComplaint Management via SMSNoneSAP Brand Mobiliser/SAP NW GatewayUser can register a complaint based on the complaint category . On successful registration, the complaint notification number is generated through SMS. The user can also check the complaint status, Reopen, Cancel and use Reminder services using SMSExisting or New Utilities customers looking for End to End Mobile Solutions for their consumersAccount managementBill paymentOutage managementService request managementPersonalized communicationsNoneSAP Money Mobiliser platformSAP Utilities Customer EngagementView and manage account informationPay bills, and view history of billsView graphical energy or water usage historyReport problems with services or billsView service outages on a map and report service outages Receive messages and alerts

2013 SAP AG or an SAP affiliate company. All rights reserved.#Agenda Elevator PitchValue Proposition and FunctionalitySales OpportunitiesProspects and Ramp-Up Target SegmentsRamp-Up Details, Resources, and ContactsAppendix (Supporting Material)

2013 SAP AG or an SAP affiliate company. All rights reserved.#Sales OpportunitySAP Utilities Customer EngagementExisting & Net New SAP Utilities customersCross-/Up-sell opportunities with SAP and partner productsSAP Mobile Platform (Syclo Applications)2013 SAP AG or an SAP affiliate company. All rights reserved.#Price List EntriesSAP Utilities Customer Engagement PricingMetric

Average deal sizeLow-end: 75K 100 KHigh-end: 1.0 1.5M

Platform SKU - User TiersMaterial NumberMetricSales UnitList PriceMax Price per TierEURUSDEURUSDSAP Sybase 365 Brand Mobiliser up to 5 units7016159aActive User100,00067,000100,500335,000502,500SAP Sybase 365 Brand Mobiliser 6 - 20 units7016159bActive User100,00047,00070,5001,040,0001,560,000SAP Sybase 365 Brand Mobiliser 21 - 50 units7016159cActive User100,00033,00049,5002,030,0003,045,000SAP Sybase 365 Brand Mobiliser 51 - 100 units7016159dActive User100,00020,00030,0003,030,0004,545,000SAP Sybase 365 Brand Mobiliser 101 - 500 units7016159eActive User100,00010,00015,0007,030,00010,545,000SAP Sybase 365 Brand Mobiliser above 500 units7016159fActive User100,0006,70010,050N/AN/ASAP Sybase 365 Money Mobiliser Platform up to 5 units7016038aActive User100,000200,000300,0001,000,0001,500,000SAP Sybase 365 Money Mobiliser Platform 6 - 20 units7016038bActive User100,000140,000210,0003,100,0004,650,000SAP Sybase 365 Money Mobiliser Platform 21 - 50 units7016038cActive User100,000100,000150,0006,100,0009,150,000SAP Sybase 365 Money Mobiliser Platform 51 - 100 units7016038dActive User100,00060,00090,0009,100,00013,650,000SAP Sybase 365 Money Mobiliser Platform 101 - 500 units7016038eActive User100,00030,00045,00021,100,00031,650,000SAP Sybase 365 Money Mobiliser Platform above 500 units7016038fActive User100,00020,00030,000N/AN/ASAP Utilities Customer Engagement up to 5 units7016175aActive User100,00075,000112,500375,000562,500SAP Utilities Customer Engagement 6-20 units7016175bActive User100,00050,00075,0001,125,0001,687,500SAP Utilities Customer Engagement, 21-50 units7016175cActive User100,00038,00057,0002,265,0003,397,500SAP Utilities Customer Engagement, 51-100 units7016175dActive User100,00023,00034,5003,415,0005,122,500SAP Utilities Customer Engagement, 101-500 units7016175eActive User100,00012,00018,0008,215,00012,322,500SAP Utilities Customer Engagement, above 500 units7016175fActive User100,0008,00012,000N/AN/ASAP Sybase 365 mPayment up to 5 units7016161aActive User100,00018,70028,05093,500140,250SAP Sybase 365 mPayment 6 - 20 units7016161bActive User100,00013,00019,500288,500432,750SAP Sybase 365 mPayment 21 - 50 units7016161cActive User100,0009,30013,950567,500851,250SAP Sybase 365 mPayment 51 - 100 units7016161dActive User100,0005,6008,400847,5001,271,250SAP Sybase 365 mPayment 101 - 500 units7016161eActive User100,0002,8004,2001,967,5002,951,250SAP Sybase 365 mPayment above 500 units7016161fActive User100,0001,9002,850N/AN/ASybase 365 Mobiliser Reporting Module7016177User1100150N/AN/AAn Active User is any individual that performs transactions Using the Software in a given calendar quarter. Where the Active User is a consumer (i.e. an individual performing transactions solely on his or her own behalf as an individual, and not in conjunction with his or her employment and/or on behalf of any other individual(s) and/or entity(ies)), the additional requirement of an SAP Named User license is waived. 2013 SAP AG or an SAP affiliate company. All rights reserved.#

Pricing Examples2013 SAP AG or an SAP affiliate company. All rights reserved.#Example 1ASSUME:Existing SAP Customer using scenario for SMS based consumer services for 100K ConsumersPlatform SKU - User TiersMaterial NumberMetricSales UnitList PriceEURUSDSAP Sybase 365 Brand Mobiliser up to 5 units7016159aActive User100,00067,000100,5002013 SAP AG or an SAP affiliate company. All rights reserved.#Example 2ASSUME:Existing SAP Customer using scenario for 1 million consumers with full Mobile scenario including Mobile payments thru SAP Mobile PlatformPlatform SKU - User TiersMaterial NumberMetricSales UnitList PriceMax Price per TierEURUSDEURUSDSAP Sybase 365 Money Mobiliser Platform up to 5 units7016038aActive User100,000200,000300,0001,000,0001,500,000SAP Sybase 365 Money Mobiliser Platform 6 - 10 units7016038bActive User100,000140,000210,000700,0001,050,000SAP Sybase 365 mPayment up to 5 units7016161aActive User100,00018,70028,05093,500140,250SAP Sybase 365 mPayment 6 - 10 units7016161bActive User100,00013,00019,50065,00097,500SAP Utilities Customer Engagement up to 5 units7016175aActive User100,00075,000112,500375,000562,500SAP Utilities Customer Engagement 6-10 units7016175bActive User100,00050,00075,000250,000375,000496,700745,0502,483,5003,725,2502013 SAP AG or an SAP affiliate company. All rights reserved.#SAP Utilities Customer Engagement Licensing Model Active user-base approach (any user accessing the system once a quarter) Tier-based approach cumulative pricing (sold in blocks: 100K active users) Mobiliser Platform includes UI 5 and Brand Mobiliser Mobiliser Platform is a prerequisite for: mBanking, mPayment, mTop-up, mRemittance DB has to be licensed separately

SAP Sybase 365 Money Mobiliser PlatformSAP Sybase 365 Mobiliser PlatformSAP Sybase 365 Brand MobiliserSAP Sybase 365 Smartphone MobiliserSAP Utilities Customer EngagementIBM DB2Oracle DBSAP Sybase 365 mPayment2013 SAP AG or an SAP affiliate company. All rights reserved.#Calendar qtrUser based and tier based approach

23System ContextThe rich client application is built based on Sybase365 Mobiliser and connects to the SAP ERP backend system.The ERP backend system is the leading system and requires the Industry Solution Utilities (IS-U) and the Contract Accounts Receivable and Payable (FI-CA) Add-ons.All data persistency is maintained exclusively at the ERP backend level. The client app is an online hybrid application that is communicating to the ERP backend system by calling Web Services on the Sybase Mobiliser Platform in a request/response manner.In the first version, the client app will run on iPhone and Android smartphone devices.SAP ERPIS-U & FI-CA

Sybase MobiliserPlatformCRM integration, and expansion to tablets and other platformsplanned for the future.2013 SAP AG or an SAP affiliate company. All rights reserved.#24Development Component Model Overview

Consumer componentSAP UI5 framework based Native mobile application for Android and iOS.This component would be developed based on the SAP UI5 framework provided by the TIP Core User Interface team. The packaging for the respective platforms would be done using the Phonegap framework.Consumer adaptationUtility Web Services, based on Sybase Mobiliser 5.1 and SAP Java ConnectorPlatform adaptationSAP ECC 6.0 EhP4 based ABAP Add-on, comprising of RFC Enabled Function Modules, based on the following IS-U and FI-CA Add-onsPlatformSAP ECC 6.0 EhP4 , up to EhP6with the SAP IS-U and SAP FI-CA Add-ons2013 SAP AG or an SAP affiliate company. All rights reserved.#Platform The SAP ECC Backend is the Business Process Platform providing the necessary Utility Industry processesPlatform Adaptation The mUtilities Add-On component wraps around the Utility Platform APIs and exposes the Utility processes as RFC enabled Function Modules for consumption by MobiliserConsumer The consumer of the Utility Business Process would be the Mobile applicationConsumer Adaptation A new set of services developed on Mobiliser 5.1 which exposes the Platform adaptation layers functionality to the Consumer as standard Web Services. There will be no business logic handling in this layer and SAP ECC backend would be the leading system for the business process handling aspects.

25Mobiliser Content DevelopmentSAP Utility Customer Engagement LayerDAO LayerBusiness Logic LayerService EndpointUtilities Service ContextSAP ECCIS-UT API LayerFI-CA API LayerSAP implementationHibernate implementationExternal implementationMobiliser database3rd Party Utility system2013 SAP AG or an SAP affiliate company. All rights reserved.#AgendaElevator PitchValue Proposition and FunctionalitySales OpportunitiesProspects and Ramp-Up Target SegmentsRamp-Up Details, Resources, and ContactsAppendix (Supporting Material)

2013 SAP AG or an SAP affiliate company. All rights reserved.#SAP Utilities Customer Engagement Target customersHubNameProduct nameName of Product VersionEHPAustraliaAGL Corporate Services Pty LimitedSAP Customer Relationship ManaSAP CRM 5.00AusgridSAP R/3SAP R/3 4.6C0ConnectEast Pty LtdSAP Customer Relationship ManaSAP CRM 5.00Electricity Retail CorporationSAP Utility Customer E-ServiceSAP Utility Customer E-Service0Origin Energy Services LtdSAP Customer Relationship ManaSAP Customer Relationship Mana0SPI (Australia) Assets Pty LtdSAP ERPSAP ERP 6.03Veolia Environmental ServicesSAP Utilities - Customer CareSAP Utilities - Customer Care0ChinaSHENZHEN POWER SUPPLY CO.,LTDSAP ERPSAP ERP 6.00XinAo (China) Gas Investment LimitedSAP Customer Relationship ManaSAP CRM 20072Hong KongCLP Power Hong Kong Limited SAP CRM Enhance PackageEnhancement Package 2 for SAP0The Hong Kong and China GasSAP ERPSAP ERP 6.00The Hongkong Electric Co LtdSAP Customer Relationship ManaSAP CRM 5.00IndiaChhattisgarh State Power DistributionSAP Utilities - Customer CareSAP Utilities - Customer Care4Corporate Ispat Alloys LimitedSAP Customer Relationship ManaSAP CRM 20070Department of Energy and Power,SAP Customer Relationship ManaSAP Customer Relationship Mana0Gail India LtdSAP ERPSAP ERP 6.00GSPC Gas Company LimitedSAP ERPENHANCEMENTPACKAGESAP enhancement package 4 for0Hindustan Construction Company LtdSAP ERPSAP ERP 6.00Mundra Port & Special Economic ZoneSAP ERPSAP ERP 6.00Noida Power Company LimitedSAP ERPSAP ERP 6.01Punjab State Power Corporation LimitedSAP ERPSAP ERP 6.01Reliance Communications LimitedSAP ERPSAP ERP 6.00Reliance Infrastructure LimitedSAP R/3SAP R/3 4.6C0Tata Consultancy Services LtdSAP NetWeaverSAP NetWeaver 7.0 (2004s)0Tata Power Delhi Distribution LimitedSAP ERPSAP ERP 6.00The Tata Power Company LimitedSAP ERPSAP ERP 6.01Torrent Power LtdSAP ERPSAP ERP 6.00JapanDohei Co.,Ltd.SAP Utilities - Customer CareSAP Utilities - Customer Care0KYUSHU ELECTRIC POWER CO.,INC.SAP NetWeaverSAP NetWeaver 7.0 (2004s)0Sala Business SolutionsSAP ERPSAP ERP 6.00MacauCEM MacauSAP ERPSAP ERP 6.00MalaysiaPerbadanan PutrajayaSAP ERPSAP ERP 6.00Sabah Electricity Sdn BhdSAP ERPENHANCEMENTPACKAGESAP enhancement package 6 FOR0Syarikat SESCO BerhadSAP ERPSAP ERP 6.00MaldivesMale Water & Sewerage CompanySAP ERPSAP ERP 6.00MauritiusCentral Electricity BoardSAP R/3 EnterpriseSAP R/3 Enterprise 4.7x110 (Ex0New ZealandContact Energy Ltd SAP CRM Enhance PackageSAP enhancement package 1 for4Mighty River PowerSAP NetWeaverSAP NetWeaver 7.0 (2004s)1PakistanKarachi Electric Supply CompanySAP ERPSAP ERP 6.00PhilippinesManila Water Company, Inc.SAP ERPSAP ERP 6.00SingaporeSingapore Power LtdSAP ERPSAP ERP 6.04SP Services LimitedSAP ERPSAP ERP 6.00Tuas Power LtdSAP Customer Relationship ManaSAP CRM 20073South KoreaChoongnam City Gas Co., Ltd.SAP ERPENHANCEMENTPACKAGESAP enhancement package 3 for3SK E&S Co., Ltd.SAP ERPSAP ERP 6.03ThailandMetropolitan Electricity AuthoritySAP ERPSAP ERP 6.00Provincial Electricity AuthoritySAP R/3 EnterpriseSAP R/3 Enterprise 4.7x110 (Ex02013 SAP AG or an SAP affiliate company. All rights reserved.#Top 5 Questions to Ask Your Utilities CustomersDo you want your consumers to get real-time information on their accounts, bills, service request, and outages?Do you want to provide an option to consumer to provide their meter reading instead of meter reading traveling to their premises?How does the customer communicate in case of outages and do you want to proactively engage with your consumers?Do you want to reduce the number of phone calls you currently get for simple functions, like updating a billing address or checking on a reported issue? Does your customer service strategy aim to expand to the consumers through the most rapidly growing channel - mobile?

2013 SAP AG or an SAP affiliate company. All rights reserved.#AgendaElevator PitchValue Proposition and FunctionalitySales OpportunitiesProspects and Ramp-Up Target SegmentsRamp-Up Details, Resources, and ContactsAppendix (Supporting Material)

2013 SAP AG or an SAP affiliate company. All rights reserved.#Key resources & contactsSAP Utilities Customer Engagement

Utility B2C Mobile Solutions: Juergen Kuehman/Rakesh GandhiB2C Mobile Product Owner: Anu AgarwalmCommerce Head: Matthew Talbott Marketing: Roland Gonzalez, Katie Moser GD Shantanu Garg

Industry : Phillip VaughanIBU: APJ-Sharon ChoongAPJ Mobile CoE: Sanjay Makhijani2013 SAP AG or an SAP affiliate company. All rights reserved.#31AgendaElevator PitchValue Proposition and FunctionalitySales OpportunitiesProspects and Ramp-Up Target SegmentsRamp-Up Details, Resources, and ContactsAppendix (Supporting Material)

2013 SAP AG or an SAP affiliate company. All rights reserved.#Start Screen What is this all about?On the Start Screen, certain actions are available without the user even having to login.

Key Product FeaturesOne tap to view the Outage Map with current outage informationContact Us tile will lead to phone numbers and other ways for users to get in touch Carbon Information is an examples of how important information from the Utility can be shared via a special tileReport issue will allow the user to report problems or outages

Customer Engagement 2.0 App2013 SAP AG or an SAP affiliate company. All rights reserved.#33Landing Screen after Login (1)Key Product FeaturesEach tile has important information related to the account so the user doesnt have to go any further to see high level details.

Bills shows the amount of the next bill that is due and the due date for the payment.

Service Usage gives a snapshot of the usage from the most recent billing periods

Alerts and Messages shows the subject for any messages specific to the user and the number of new messages available

2013 SAP AG or an SAP affiliate company. All rights reserved.#34Landing Screen after Login (2)Key Product FeaturesBy swiping user can get to additional tiles. Tiles available before login are still accessible

Services will show the different properties for the user and the services that are connected for each one

Payment Accounts allows the user to manage the credit cards and bank accounts associated with the account and manage automatic payment

2013 SAP AG or an SAP affiliate company. All rights reserved.#35Bill PaymentKey Product FeaturesCan view the current bill with amount due and due date. Details of the bill are also available.

History of bills can be filtered by All or Unpaid to give quick access to pay all unpaid bills.

For historical bills The due date or paid date of the bill is displayed along with the amount. Bill details can be viewed for historical bills as well

2013 SAP AG or an SAP affiliate company. All rights reserved.#36Bill SummaryKey Product FeaturesProvides all relevant details for the bill including Bill Date, Due Date, Bill Amount, and Amount Due

Once click to go to the payment screen to make a payment

Bill can also be viewed in pdf or other device supported format

2013 SAP AG or an SAP affiliate company. All rights reserved.#37Report Problem/OutageKey Product FeaturesView/choose the type of problem or outage to report

Problem types are configurable by the utility company

Can view history of previously reported problems and outages

Can take photos and specify location for problems/outages on subsequent screens

2013 SAP AG or an SAP affiliate company. All rights reserved.#38Key Product FeaturesGuided, wizard like flow to capture all relevant information for the problem

Summary page for user to review entries before submitting the problemProblem Report Flow

2013 SAP AG or an SAP affiliate company. All rights reserved.#Problem Report Flow39Key Product FeaturesCan view the outages in a Map or List viewDetailed outage information is displayed by tapping on the pinCan search the map for an address or search the list by descriptionAll standard map features available such as zoom in/out, and panThe legend gives the meaning of the pins in terms of severity of the outageUtility can configure the center of the outage mapOutage Map and List

2013 SAP AG or an SAP affiliate company. All rights reserved.#Key Product FeaturesUsage is viewed by billing period Two views are supported, current usage, or compare with previous year Usage can be viewed as a bar or line graphThe user can change the billing periods that are displayed

Usage Information

2013 SAP AG or an SAP affiliate company. All rights reserved.#MenuKey Product FeaturesMenu contains important but less frequently used actionsUser can view profile, change settings, get app information or sign out

2013 SAP AG or an SAP affiliate company. All rights reserved.#Thank You!Contact information:

Sanjay MakhijaniDirector, SAP Mobile Solutions - APJ+65 9236 20882013 SAP AG or an SAP affiliate company. All rights reserved.2013 SAP AG or an SAP affiliate company. All rights reserved.#43