transforming the customer experience crb
DESCRIPTION
TRANSCRIPT
A collaboration of:
Rex Pietzyk Puget Sound Energy
Brett Eberlein Deloitte Consulting LLP
Transforming the customer experience
seamlessly with CR&B
• Overview of PSE
• Overview of PSE Customer Program
• Scope of CR&B Project
• Timeline and Technology Landscape
• CR&B Project Key Focus Areas
- Project Governance
- Managing Data
- Testing / Cutover
- Business Processes / OCM
• CR&B Project Outcome
• Lessons Learned
• Questions
In this session, we will cover
3
We serve an innovative region
Puget Sound Energy
1,000,000 Electric and 750,000 Gas customers
It is all about our customer! Customer Experience
• Visibility to and Communications of outages
• Helps pave the way for customer self service
• Speed to market for new functionalities and
features
Building a foundation to grow on
• Common view of customers
• Customer analytics
• Standard technology platform
• Lower TCO
Why did PSE do the Customer Program?
• Software — CRM 7.0, ECC 6.0, OpenText, BOBJ 4.0, PI 7.3, BW 7.1, Web, IVR, Redwood,
DQM Address Validation, HP QC/PC, ARIS
• 33 high level business processes
• 600+ users now on CR&B
• 250,000+ PSE labor hours
• 44,693,573 Data records loaded into SAP for go live
• 1,826,286 Master data records processed
• 455 custom FRICE-W objects
• 491 Total number of integration test scripts
• 100+ servers built
• Two data centers, four call centers
Scope of the CR&B Project
CR&B Project Timeline
CR&B Technology Landscape
Other PSE Systems BWA
Open Text
Streamserve BW BOBJ BI CISCO CTI
CRM ECC
Address
validation
BOBJ DS Redwood Batch
scheduler
External
parties
OMS
GIS
PCAD
MDMS
myPSE.com
…
SA
P P
I Inte
gra
tion
Mid
dle
wa
re la
ye
r
Tools
ARIS HPQC
HPPC
Cache
Data warehouse
Printing
USPS validation
Data conversion Batch jobs
CTI
SAP
• Project Governance
• Managing Data - Data is Everything
• Testing / Cutover
• Business Processes / OCM
CR&B Project Key Focus Areas
IT SAP COE
• Leadership structure — sponsorship
and involvement across the
organization
• Executive engagement
• Clear project structure and
escalation path
• Ownership by the business and
IT starts on day one
• Sweat the small stuff – Clear process
around risks, issues, defects,
documentation, and knowledge transfer
• Measure and report on clear metrics, deliverables, and milestones
• Use 3rd party to review design, development, and performance – e.g. SAP MaxAttention
Project Governance
• Profile early
• Cleanse early
• Monitor data quality
• Data governance
• Set deadlines —
Integration Cycle 2
Managing Data - Data is Everything
Early testing using a full load of converted data allowed us to have multiple iterations of testing
for a large breadth of data and business scenarios:
Test Relentlessly and Prepare for Cutover
• Functional unit test
• Integration test
• Performance
• Parallel bill test
• Mock Go-Live x3
• Regression testing for legacy ECC
Do not underestimate the effort for Process Reengineering and Organizational
Change Management!
• Focus on business process reengineering to drive efficiencies
- Vet processes / no assumptions
- Ensure they understand how it will work
• Engage all areas of the business to support early
adoption
• Commitment for whole organization this is the
top priority
• OCM must be more than “public relations”,
and must manage work practices and changes
• Users need to feel included and listen to
Business Processes / OCM
• All Bills have when out starting with day one
• Positions PSE to better analyze customer’s needs
• A common base for customer self service, common view of
customers and analytics
• Fully automate the billing for large customers
• Provide an integrated solution across our Outage Management,
Geospatial Maps, Customer Information and ERP to provide better
information to our customers
• Moved the customer records and system in house
• Quick adoption rate by PSE IT and Business teams
Project Outcome
• Do not under estimate the effort needed
• Identify scope early, defer new scope where possible & proactively manage scope
• One team (common culture) – Business/PSE IT/System Integrator – do not underestimate the
power of team building!
• Focus on business processes and ensure all business partners are at the table
• Involve IT support staff starting in Blue Print phase: Constant knowledge transfer = Ownership
• Low TCO is only achieved by Vanilla Technology
• Concentrate on what’s important
• Importance of testing – Multiple mock conversions, Parallel Bill testing, Dress
Rehearsals/ECC shutdown…..
Lessons Learned
Questions?
A collaboration of:
Rex Pietzyk Puget Sound Energy
Brett Eberlein Deloitte Consulting