- SAP Managed Tags
It's great to see the conference used the research from the round table sessions earlier this year. Front office was in the top 10 topics requested.
Source: SAP
The legal disclaimer applies that things in the future are subject to change.
Is CRM changing? Yes, where is it coming from? Utilities
Meter to Cash solution
Some run CRM some do not
10 years ago - CRM was at its peak
Source: SAP
Billing/metering - mass at scale
1998 - production was king
2018 -Customer is king
Started with deregulation
Billing/meter reading is commodity process
How about the customer?
Bundle, market, digital customer experience
Enterprise Back office - still running - large application with TB - EAM
Still big system of records, upgrade, 80 to 90% of IT budget
Business - need new systems - something quickly - customer experience
Mobile app
Quicker faster
Where do them?
BI-modal IT
Need new solutions that fulfill customer experience
What is the future of CRM?
Is over; no more CRM - discontinuing CRM the way it was built
Source: SAP
Roadmap
Sales, service marketing, commerce, industry (CRM)
Was a sidecar
Separate system; data replicated with middleware
Customer Management S/4HANA Sales Service Industry
- took sales and service and put it in S4
- Big decision
- Functional and technical like by like
- Same, no more middleware
- In one box
- This is customer box
Marketing and commerce? Need to go to c/4HANA
Sales and service in C4 is new design
S4 is existing design
C4 is linked with cloud connector
Marketing, sales - go to C4
Can run side by side (S4/C4)
Source:SAP
City of Plentywood - still running CIC0
Customer interaction center
Upgrade to S4
Source: SAP
CIC0 is discontinued
Customer Service can run S/4HANA Customer Management instead of CIC0
Improved views and process are available in customer management
Custom processes (FOP) can be reused
- service
- Metering
- Bill to cash
Net New customer look at C/4HANA first
Source: SAP
A move in takes me less than 3 minutes - CSR; this was demonstrated in the session
Customer management looks like Fiori
Source: SAP
Find customer, customer not found, create new customer, moving into territory - phone, email
Left side customer, right side split screen
Link to premise
Directly to move in
ISU move in
Fast move in
See top - system suggests
Contract template, put in meter reading
Create interaction record - 2 minutes and 20 seconds
Source: SAP
Customer Service specialists - new Fiori theme - web client UI - configurable, extensible
Add on to S4HANA - download from SAP, install in S4, part of S4 cannot de install it
In 2 or 3 releases, no longer an add-on
Part of S4 no more middleware
Harmonize data model
Source: SAP
Right side - all green boxes - what is available for Customer management now
Cleaned up data model
Customer vendor integration - 1 business agreement
Contract account - point to contract agreement
Source: SAP
HANA free text search
System will find
Productivity
Source: SAP
BP overview
- how call process
Source: SAP
Interaction records
Source: SAP
Source: SAP
Billing agent now - bill information and correction
Better user interface than ISU
Source: SAP
FI CA is there as shown above
Source: SAP
Source: SAP
Source: SAP
Fast Move in Move Out - contract template, parked document
Source: SAP
Transaction launcher
- old transaction - FPL9 - look at new ones first
Scope List (see blog)
Contract management - currently working on that (3 ways)
- ISU transaction
- Fast move in move out
- CRM contract management
“Selling of energy products”
Roadmap
Today - deregulated customers
Source: SAP
S/4HANA Customer management architecture
Could start from Fiori launchpad
Source: SAP
Connect to contact center
Migration scenario (CRM to S4)
- interaction center
Configure S4 (can’t transport)
- manual migration of configuration
- Manual migration of enhancements
- Takes less time
CIC0 customer migration
- no EC20
- Technical upgrade - upgrade framework - search
- Special license - basic CIC license
- Option to improve - enterprise edition (nice screens) - smart search, move in move out
- Option to discuss
- Technical upgrade - quick
Source: SAP
S4 Utilities Customer Management - use a simplified CRM - embedded in S4 - TCO reduction
Offers "a delightful user experience" - fresh Fiori 2.0 UI theme, 50+ standard processes and improved performance through SAP HANA
Source: SAP
Planned roadmap; the legal disclaimer applies that things in the future are subject to change.
I want to thank Eventful Conferences (Jen Mellace, producer), SAP and the Advisory Committee for selecting a very important session. Special thanks to the ASUG Utilities SIG especially Sue Daulton and Marc Rossen
Bluesky