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2008 Eventure Events. All rights reserved.
CRM 2007 for UtilitiesImplementation Experience
Robert Straubinger
SAP Labs
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Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
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Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
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CRM without CompromiseAvoid historical CRM trade-offsTODAY!
Simple drives adoption
and productivity
Flexible provides choice
and adaptability
omprehensive breadth of capabilities
and innovation
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Evolution of SAP CRM User Interfaces
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CRM WebClient Adoption
Introduction of IC WebClient for Utilities 2004
1stUtility implements IC WebClient 2005
1stNorth American Utility selects WebClient 2006
CRM 5.2 discontinues SAP GUI and PCUI 2007
CRM 2007 ramp-up, Utilities C&I in WebClient Q4/2007
1stNorth American Utility live on WebClient Q1/2008
Unrestricted shipment for CRM 2007 4/2008
> 800 CRM 2007 shipments, > 20 live 8/2008 > 15 Utilities implementing WebClient today
> 10 Utilities expected to go-live with WebClient 2009
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Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
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Infamous misunderstanding of design
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Highlights of CRM 2007 for Utilities
SAP view: New and improved functions compared to prior releases
Unified, flexible CRM User-Interface
Extended Customer Service and Sales in the IC
Search, create and change master data, contact persons
Improved overviews, additional data trees New contract management framework
Quotation management, product proposal
Commercial and Industrial Customer Scenarios in WebClient
Successor of Key Account Manager Portal
New PoD set
New Collections Management Collections Work Lists
Collection Fact Sheet
Promise to Pay
Outgoing Payment Request
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Highlights of CRM 2007 for Utilities
Customer view: CRM 2007 for Utilities
CRM becomes par t of my landscape
How big is the footprint, is there a CRM light?
Design alon g CRM WebClient and ERP SAP GUI
How do different user roles look like?
Which c ustomer care pro cesses have real ly changed?
Where to create, change and access customer & premise data?
New contract management vs. move-in/out
Full Customer Interaction History now only in CRM
Assess new funct ions in Col lec tions Management
Understand Collections Work Lists
Compare Promise to Pay, Installment Plan and Deferral
Is the new flexible dunning related?
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Fact: How the typical SAP CISimplementation has changed
Architecture
ERP, CRM, BW, PI(XI)
Data Model with Replication
WebClient has zero footprint
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Fact: How the typical SAP CISimplementation has changed
Process Changes
Contract Management vs. Move-In/Out
Process Design, Examples:
1. WebClient Processes Create master data
New contract
History and Overviews
2. IS-U/ERP Processes
Install Device
Service Order
3. Mix of 1. & 2.
Owner allocation
Bankruptcy
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Meter Reading
Unit
Point
of Delivery
New Contract with Move In/Out
BusinessPartner
Contract
Account
Contract Move-in date
Price Term
Consumption /
Demand
Move In Transaction
Move-In
Document
Facts
PremiseConnection
Object
Rate Category
Installation
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New Contract with Contract Management
Utilities Contract Management
Account
Premise
ContractStart Date
Product
Attributes
Line Item
per PoD
Point
of Delivery
Connection
Object
Meter Reading
Unit
Point
of Delivery
Business
Partner
Contract
Account
Contract
Consumption /
Demand
Facts
PremiseConnection
Object
Rate Category
Installation
Move-In
Document
Service Location Workbench
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Simplified User Interface
Complex Backend Process does not change
UI matches business process requirement
80/20 Simple/Complex Process
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Fact: How the typical SAP CISimplementation has changed
Technology Change
Design: MVCModel View Controller
Data Model: BOLBusiness Object Layer
Screen Changes:UI config Tool and HTMLB
Enhancements:Component WorkbenchABAP Objects
IS-U CCSBilling / EDM / Collections /
Collaborative Services / AMI
CRMSales / Service /Marketing
Business
Object Layer
WebClient
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How the typical SAP CISimplementation has changed
Changed enhancement design in CRM
Screen changes and enhancementsUI configuration tool, Workbench enhancementsExample: Remove / Add fields to Customer Overview
Own screensFact sheet config, workbench, BOL enhancement,Example: 80% screen
Own logic:Workbench enhancement using ABAPExample: Custom determination of security deposit waiver andamounts
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Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
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Participation in Ramp-Up Program
CRM Ramp-Up
CRM 5.2 8/200712/2007
CRM 2007 12/2007 4/2008
4 North American Utilities participated Ramp-up Services
Extra workshops (RKT)
On-site Training
Development Angel
IBU Contact
SAP Consultants
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Solution footprint and process samples 1
By Market Role
1. Deregulated Retailer and Regulated Billing Service Provider
Contract management with IDE integration
Products match offered products, attributes match options
Combination of deregulated and regulated services (default retailer,competitive retailer, billing service provider)
Enhancements for bundles and integration of IS-U Loyalty function
2. Deregulated Distributor, Billing Service Supplier (Rate-Ready),Default Supplier
2 contract model with accelerated Move-In/Out (WebClient)
Majority of customer service and contract processes in CRM
Process enhancements in CRM: Security deposit handling, meter readinghistory
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Solution footprint and process samples 2
(cont.) By Market Role
3. Regulated Electricity and Gas Supplier
Accelerated Move-In/Out (WebClient)
Several customer service processes called in IS-U(creation of customer, interaction records, large count of IS-U front
office processes) Few CRM enhancements
4. Deregulated E&G Distributor and Default Supplier
IS-U Move in (via Transaction Launcher from WebClient)
Many customer service processes called in IS-U IS-U enhancements called from CRM
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Solution footprint and process samples 3
5. Customer bought CRM
Residential Regulated Gas Utility
Sales process in CRM
Gas connection
Gas equipment Gas supply service
Custom design for new connection process
Use of many additional CRM functions
Typical usage of meter reading, customer service, billing and financial
processes
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Solution footprint and process samples 3
6. And an Interesting One
Residential
Design done without seeing the product, stuck to it, 100% WebClient
Custom search, custom user guidance (Next buttons)
Example processes using the custom user guidance:Change of address, bill correction, change budget billing plan
Use of standard contract management, misunderstanding of processframework
C&I Mostly standard
Use of PoD Set
Calculation interface with XI, enhancement for margin and earnings
Enhancement to automatically check if product change / new contract
Structured documents enhancement (quotation and contract)
Adobe Web Service for printing quotations
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Implementation Example
Enrollment Process
Deregulated Electricity and Gas
Regulated Water, Sewer and other Services
CRM 2007
Enmax Corporation, Calgary
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Contract Management
Enrollment Process End2End
Search Account Create Account
Overview
Credit Check
Search Premise Create Premise
Set Date
Select Products
Security DepositBudget Billing
Review & Submit
Contract
Alternate AddressPayment Method
Interaction
Record
Create
Switch Document
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Process Start
Search Account
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Create Account
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Create Account
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Overview
Credit Check
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Overview
Credit Check
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Search or
Create Premise
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Start
Contract Mgmt
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Set Date
Select Products
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Product
Attributes
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Optional
Functions
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Review & Submit
Contract
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Created
Contract
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Created
Contract
Optional Step
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Contract
Details
Optional Step
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Contract
Status
Optional Step
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Created
Switch Document
Optional Step
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Updated
Overview
Optional Step
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Updated
Overview
Optional Step
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Interaction
Record
Process End
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Implementation Highlights
Usability
100% WebClient, easy to use, easy to learn
Adaption:
Account creation: User Interface adjusted, required entries
Account Overview: Simple Custom Credit Check Premise creation: Use of templates and defaults
CRM Utilities Contract Management:
Process guidance from Framework
Simplified product selection
Product options for terms/price, loyalty program
Automatic handling of service provider settings
Standard integration of market message handling, full visibility
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Agenda
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
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Bottom Line Challenge
Significant Changes
CRM became part of Utilities Solution
Discontinuation of SAP GUI
New technical layer underneath WebClient
>25 ready-to-run processes in IC WebClient
No old-style Move-In in IC WebClient,use contract management
Upgrade functional knowledge
Upgrade technical knowledge
Understand SAP standard process design
Adjust implementation process design
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Customer experience
CRM footprint and design satisfaction
Timeline, knowledge and market role determined use ofCRM processes and CRM enhancements
CRM usage and satisfaction correlate
Integrated design
Usability
Flexibility
Performance
Retrofit
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Project Observations
Experts, Knowledge and Standards
IS-U Experts and CRM Experts,in 2007 & 2008 hardly both
Good design depending on both, functional andtechnical knowledge
CRM does not affect me (Lead of FI-CA)
What others did does not exist or fit Vanilla does not cover my process
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Lesson 1 Learned
Functional Solution changed
Ideal Response:WebClient processes and functions, typical
business roles and key design principles areunderstood, used and embraced.
Lesson:
New processes are superior to the old ones.Failure to implement them leads to badprocess design, possibly worse than the oldones.
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Lesson 2 Learned
Technical Base in CRM changed
Ideal Response:Enhancements using new technology show
benefits.
Lesson:Old and new enhancements do not mixwell. New can be missed, old can beoverused.Failure to use new enhancement tools leadsto bad technical design, restricts functionaldesign and comes at higher cost.
F t H th t i l SAP CIS
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Fact: How the typical SAP CISimplementation has changed
Essential Knowledge
SAP CRM User InterfaceCR580
IC WebClient for UtilitiesIUT260
ABAP Objects
BC401
CRM Deep Dive WorkshopWS
IS-U CCSBilling / EDM / Collections /
Collaborative Services / AMI
CRMSales / Service /Marketing
Business
Object Layer
WebClient
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Learning
5 SUCCESS FACTORS
#1 Understand the processes
#2 Update technical knowledge
#3 Design, not retrofit
#4 Create process teams
#5 Invest
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Further CRM / WebClient Content
Sales Managementfor Commercial and Industrial CustomersWednesday 10:35
Energy Efficiency andDemand Response ProgramsWednesday 11:50
Workshop WebClient Functionality of SAP CRM
Configuration and RoadmapWednesday 1:305:30
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Questions?
CRM 2007 implementation experience
Highlights of CRM 2007
How the typical SAP CIS implementation has changed
Architecture change
Process change
Technology change
Implementation Examples
Participation in ramp-up program
Solution footprint and process examples
Key challenges and benefits
Lessons Learned
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Robert Straubinger
SAP Labs
robert.straubinger@sap.com
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