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Market processes made easyMarket processes made easyHandling of regulatory processes in EVI – the Italian case

Essen, 07.02.2017

Objectives

How the Italian „Market Hub“ works

and

How EVI meets its challanges

6. März 2017 2

Introducing the Italian Market HubIntroducing the Italian Market Hub

c c

The „Hub“ concept of the „Sistema Informativo Integrato“ in brief

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CRM

Dis

Co2

Dis

Co1

Dis

CoN

One face to the Customer: All Customer communication is handled exclusively by the SalesCo

and is bundled in the Hub towards the GridCos

Hub

Sales

Co1

Sales

Co2

Sales

CoN

Customers

A technical view on the „Hub“

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CRM

SalesCo

Internal

Applications SII

Communication

Port (PdC)

HubSII

Communication

Port (PdC)

SII

Web Portal

AtoA

Data can be exchanged with the

«Hub» via web portal or in

Application-to-Application

Scope of the „Hub“

� Master Data: The „Hub“ manages a central data base (Registro Centrale Ufficiale - RCU) of all Italian Metering

Points (power & gas) and Customer Data:

� The DisCos have to regularly update the RCU with technical data

� The SalesCos have to regularly update the RCU with commercial data

� Market Processes: All processes that impact on grid connection to be managed through the „Hub“

� Metering Data: Monthly & process related readings

� DisCos make available all metering date to the „Hub“

� The „Hub“ dispatches the metering data to the SalesCos in charge

Management of the Master Data & Process Communication is a CRM job!

A flavour of the complexity

Meeting the regulatory challange with EVIMeeting the regulatory challange with EVI

The CRM challenge

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My

SalesCoHub

Mr. Rossi

Ordinary Language Regulatory Language

«I want energy»

Required data

Regulated Workflow

Compliance

Reporting

The CRM has to «translate» and comply

Winning the CRM challange is a key differentiator and leads to increased customer loyalty

New Customer & Switch 1/9

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� Graphical modelling of all

regulatory workflows with

CURSOR BPM


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� Italian market processes are

preconfigured in EVI using

the integrated Business

Process Management

Benefits

� User guidance across the

entire process

� Drastically reduced times and

errors

� Continuous monitoring and

escalation management

Process triggerd from «Action Box»

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� Optimized data entry to

quickly gather all process

relevant information

Benefits

� User is guided step-by-step

� Intuitive and essential

screens

� Automatic plausibility checks

for correct data input

Quick registration of New Customer & Point of Delivery & Contract


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� Once data input is completed

the back-office process to the

SII is triggered

Benefits

� Immediate response for AtoA

supported processes

� The front office activities are

seamlessly integrated with

the back office process

Start of market process (with SII)


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� EVI organizes automatically

all registered data into utility-

specific entities within the

standard data model

Benefits

� While the user inserts the

data in one seamless flow,

the complex entity model is

created in the background.

� Easy usability is made

compatible with data

consistency requirements for

future billing purposes

Creation in background of al billing relevant entities (ie SAP IS/U)


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� All workflows triggerd in EVI

are synchronized with the ifs

tool for the Italian market

communication

Benefits

� Technical workflow

requirements are managed

centrally in the tool without

impact on the CRM

� The web-based tool is

periodically updated to the

latest regulatory

specifications

� AtoA communiction with the

SII is enabled

Integration with ifs tool for market communication via web-service


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� Each workflow update is

accessible in EVI

Benefits

� The front office users have an

updated situation of the

requests at all times

� Progress of a request can

easily be made available to

the customer through the

Contact Center or Portal

Synchronization with EVI of all exchanges with the Hub (SII)


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� Once the workflow is

completed an overview

activity is created and a

message is sent to the front

office

Benefits

� The front office user is

involved for a final check

before enabling the new

contract for billing

� The entire process is

continuously monitored

Review activity and customer service notification


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� The contract status in EVI is

set to active, which triggers

the data forwarding to the

billing system

Benefits

� Only active deliveries are

synchronized with the billing

system

� While effective customers

are made available to the

billing sytem, all prospects

without active delivery

remain in EVI.

The contract is ready for billing � forward to Billing System

Thank You for Your Attention

06.03.2017 19

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