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This was an ASUG webcast given by the ASUG Utilities SIG last year.  Below are my notes.  Part 1 is How to Offer MultiChannel Self Service – ASUG Webcast Summary Part 1

With the Multi Channel Service, "the customer has a uniform view of his business with the utility" including their billing history

Figure 1: Source: SAP

In Figure 1, the customer can see the outage map, and report an outage

The user can set up their profile, a payment account to manage credit cards

The customer can set up autopay to avoid alerts

The customer can set up communication preferences – paperless billing

They can enter meter readings

They can enroll in a payment plan

They can start a service with a guided procedure

Figure 2: Source: SAP

Figure 2 shows "What is in the box"

SAP says it comes with self-service features – move in move out, alerts, change products, outage management, view bills, schedule payment, auto-pay, overview of consumption data, enter meter reading results, manage contact information, payment information preferences

The application can send Service requests, helping the customer communicate with utility through the message center

SAP delivers two template apps and responsive UI

Figure 3: Source: SAP

Figure 3 covers more details  and is a feature reference

Features are based on IS-U 6.04 / or CRM 7 ehp0

If only have IS-U you can run most of scenarios with some variance

Figure 4: Source: SAP

Figure 4 shows a high level architecture

It is based on SAP Gateway

The functionality is expose via OData Services, widely accepted, plugged in to multiple apps as web, mobile, IVR, email

SAP Gateway provides tools like service builder to extend standard solution

You can change OData Services or create new ones based on requirements

It is highly scalable and extensible

You use the Gateway user management in the standard solution; you can integrate into third party identity management

On the right – 360 view – the end user get an overview of past interactions with the utilities companies

Communication preference -  the end user decides how the Utility communicates with him – paperless bill, or information by different channels

CapGemini survey: 56% of utilities provide mobile app but only 32% of the customers have favorable opinion of the app, so you want insights into usage across channels

If you have additional requirements you can use Hana Cloud Portal

Figure 5: Source: SAP

At the end of September 2014, SAP released a new version with new responsive UI

Start new release – AMI integration, anonymous meter reading, leverage smart reading

How to engage, web analytics, energy efficiency

After 2.0 looking at hybris integration, Cloud enablement

ASUG Influence council has 29 member companies with bi-weekly meetings to look at mock up validations, use case deep dives

Figure 6: Source: SAP

Figure 6 shows where to find more information.