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TammyPowlas
Active Contributor
10,011
This is a recap from the SAP for Utilities conference last week in San Antonio

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
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