8AP CRM for

Utilities
Cracow
November, 25th 2008
SAP 2007 / Page 2
Agenda
CRM as the Unique way to success
CRM for Utilities Market Overview and Momentum
CRM for Utilities RoadMap
SAP 2007 / Page 3
Agenda
CRM as the Unique way to success
CRM for Utilities Market Overview and Momentum
CRM for Utilities RoadMap
SAP 2007 / Page 4
20 years solution maturity including Utilities best practise
1300+ electricity, gas, and water utilities in 70 countries
Billing of 600 million supply contracts licensed with SAP
100+ partner community in SAP for Utilities
350+ utilities managing assets with SAP
120+ power generation companies run SAP
300+ municipality utilities run SAP
150+ water utilities run SAP
21 of Top 25 utilities run SAP (100 % In EMEA)
Leader in peer-group: 65% CIS and 33% ERP market share
(Gartner)
8AP for Utilities - Facts & Figures
Growing 4X The
Market in 2006
C8 and ERP
market share
leader with 65%
and 33%
SAP 2007 / Page 5
Example of Utilities implementing or running 8AP
CRM and 8-U
EnBW {Germany}
EON {Germany}
Electrabel {Belgium}
EDF {France}
Gaz de France {France}
AG Energie {Austria}
E8B {reland}
Gas Natural {8pain}
Essent {Holland}
CEZ {CZ}
Direct Energy {Private Retailer France}
E8B {Erdgas 8udBayern}
EnviaM - DE
Duisburg
A2A {taly}
8everal
winbacks in
8iebel/8PL
Billing and CRM
for Retailing
SAP 2007 / Page 6
8AP CRM for Utilities {Gartner Analysis}
SAP 2007 / Page 7 SAP 2007 / Page 7
8AP Delivers CRM Without Compromise
SAP 2007 / Page 8
8AP CRM 2007 - Great Market Momentum
General Availability of CRM 2007 since May 2008
Rapid Adoption:
1000+ shipments of CRM 2007
500+ implementation projects
High Ouality:
End of ramp-up 2 months ahead of time
Fast mplementation:
We upgraded to SAP CRM 2007 in just three
months - StatoilHydro
Ease of use:
Our sales reps rave about the improved ease-
of-use of the SAP CRM 2007 solution Philips
Vibrant Online Community {CRM BPX}:
100,000 contributions in CRM discussion forums
SAP 2007 / Page 9
Update on 8AP CRM 2007 Momentum
Oct 2008
Customers Examples
CRM CUMULATIVE SHIPMENTS
652
944
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CRM 5.0 CRM 2007
8AP CRM 2007 vs. CRM 5.0
+45%
Standalone CRM
Ebay implemented standalone SAP CRM call center
in 6 months for 3000 users (replacing Siebel)
Standardizing on SAP CRM
EoN group is upgrading their global call center,
standardizing on SAP CRM
Fast Implementation
Intervoice: Global CRM upgrade in 4 months; Statoil
Hydro: SAP CRM upgrade in 3 months; Eclipse
Aviation:
8 weeks; Florida Crystals went live on Interaction
Center & Trade Promotion Management in 17 weeks
Scalability
Net App: 20,000 USERS, high transaction volume
Home Shopping Europe: 60,000 calls per day
Ease of Use
Intervoice: "During our CRM 2007 rollout training
there were times when spontaneous applause
erupted"
CRM 2007
CRM 5.0
More than 60 CRM for Utilities 8hipment
Industry Sectors
92
83
77
54
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38
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SAP 2007 / Page 10
Agenda
CRM as the Unique Way to Success
CRM for Utilities Market Overview and Momentum
CRM for Utilities RoadMap
SAP 2007 / Page 11
Utilities try to sell customers on a growing
variety of new energy products and programs
SAP 2007 / Page 12
Comprehensive Simple Flexible
CRM without compromise
Ease of use
Innovation
within
Utility Market
Choice
TCO Reduction
CRM is.
Complete sales,
Marketing, service
processes for Utilities
High user adoption and
user productivity
Flexible applications
personalization and
configuration
SOA Compliance
SAP 2007 / Page 13
easy Lo
use
SAP 2007 / Page 14
Grow
your business
Easy to Use
Make complex
simple
8AP CRM 2007 is 8imple and Powerful
Simplified, Personalized
User Experience
Guided Processes to ensure
consistency and reduce errors
Knowledge Mgmt
Alert and Rule engines
email Integration
to reduce agent training and costs
Microsoft Office & Adobe
Interactive Forms
Seamless Integration
Easy to Use
SAP 2007 / Page 15
makes Lhe
complex
slmple
SAP 2007 / Page 16
Grow
your business
Easy to use
Make Complex
8imple
8AP CRM 2007 is 8imple and Powerful
New Customization Paradigma
SOA for Utilities
Specific Processes
Makes the Complex 8imple
End-to-End Business Processes
CRM and IS-U as unique entity
SAP 2007 / Page 17
8AP for Utilities
ntegration
Customer, Product, Premise, Contract, 8erv. Order..
Front
Office
Processes
Marketing
End-to-End 8OA Business Processes
CRM MiddleWare
Technical Data, Consumption Data, Bill, Payment
Back
Office
Processes
Energy Data
Management
Billing
Customer
Financials
Mgmt
B Reporting
BO Analytics
ntercompany Data Exchange - DEx
8ales 8ervice
nteraction Center - BCM - RTOM
SAP 2007 / Page 18
solves real buslness
problems
SAP 2007 / Page 19
Grow
your business
Easy to Use
Make complex
simple
8AP CRM 2007 is 8imple and Powerful
Real-Time Offer
Management
Business Communications
Management
Customer Financial Mgmt.
And Credit Risk Processes
8olves Real Business Problems
Support Transact
Attract
Marketing, Sales & Service
for Utilities
SAP 2007 / Page 20
CRM for Utilities supports customer service, sales
and Marketing
8imple
Comprehensive
Flexible
Selling of Energy
Products to
the Residential Mass
Market
(Interaction Center)
Customer Interaction
Management
(Customer E-Services)
Selling of Energy
Products to
Commercial &
Industrial Customers
Customer Interaction
Management
(Customer Service
in Interaction Center)
Marketing and Analytics
Credit & Collections
Management
SAP 2007 / Page 21
CRM for Utilities supports customer service, sales
and Marketing
8imple
Comprehensive
Flexible
Customer Interaction
Management
(Customer E-Services)
Selling of Energy
Products to
Commercial &
Industrial Customers
Customer Interaction
Management
(Customer Service
in Interaction Center)
Marketing and Analitycs
Credit & Collections
Management
Customer Overview
Premise / POD setup
Energy Product proposal
Risk Management
8mart product 8earch
{AM}
Manage Contracts
Remote Disconnection and
Reconnections {AM}
.
Selling of Energy
Products to
the Residential Mass
Market
(Interaction Center)
SAP 2007 / Page 22
Creating a Premise in Contact Center
SAP 2007 / Page 23
Propose an Energy Product in the Contact
Center
SAP 2007 / Page 24
CRM for Utilities supports customer service, sales
and Marketing
8imple
Comprehensive
Flexible
Selling of Energy
Products to
the Residential Mass
Market
(Interaction Center)
Customer Interaction
Management
(Customer E-Services)
Customer Interaction
Management
(Customer Service
in Interaction Center)
Marketing and Analytics
Credit & Collections
Management
Manage Multiple POD
Account, Activity & Opportunity
Management
Manage Complex Ouotations
Pricing Tools
Manage Multiple Contracts
Manage Master Contracts
Pipeline Management
8ales Forecast
Selling of Energy
Products to
Commercial &
Industrial Customers
Create a Ouotation for C& Customer
SAP 2007 / Page 25
SAP 2007 / Page 26
CRM for Utilities supports customer service, sales
and Marketing
8imple
Comprehensive
Flexible
Selling of Energy
Products to
the Residential Mass
Market
(Interaction Center)
Selling of Energy
Products to
Commercial &
Industrial Customers
(Key Account Manager)
Marketing and Analytics
Credit & Collections
Management
Process Move-in/Out
Bill nformation/Correction
Process Payments
Manage POD - Overview
Remote Disconnection and Reconnections
8ervice Notification, Orders
Enter or Correct Meter Readings
8ervice Appointments
.
Customer Interaction
Management
(Customer Service
in Interaction Center)
Customer Interaction
Management
(Customer E-Services)
SAP 2007 / Page 27
Customer Overview Page in CC
SAP 2007 / Page 28
CRM for Utilities supports customer service, sales
and Marketing
8imple
Comprehensive
Flexible
Selling of Energy
Products to
the Residential Mass
Market
(Interaction Center)
Customer Interaction
Management
(Customer E-Services)
Selling of Energy
Products to
Commercial &
Industrial Customers
(Key Account Manager)
Customer Interaction
Management
(Customer Service
in Interaction Center)
Marketing and Analytics
Modern and Flexible Payments
Central Credit Risk Repository
Manage Collection Processes
Dunnings
Disputes / Ad]ustement
Collections Calla
Measuring Collection efficiency
Analytics
Credit & Collections
Management
SAP 2007 / Page 29
Collection Fact 8heet in CC
SAP 2007 / Page 30
CRM for Utilities supports customer service, sales
and Marketing
8imple
Comprehensive
Flexible
Selling of Energy
Products to
the Residential Mass
Market
(Interaction Center)
Customer Interaction
Management
(Customer E-Services)
Selling of Energy
Products to
Commercial &
Industrial Customers
(Key Account Manager)
Customer Interaction
Management
(Customer Service
in Interaction Center)
Credit & Collections
Management
8egmentation - Analytics
Business Obe]cts Excelsius
ntegration
Campaign Calendar,Planning,
Funding
Campaign Execution
Lead Processing
List mport
Marketing and Analytics
SAP 2007 / Page 31
Marketing Campaign Management
SAP 2007 / Page 32
available today
SAP 2007 / Page 33
Agenda
CRM as the unique way to success
CRM for Utilities Market Overview and Momentum
CRM for Utilities RoadMap
SAP 2007 / Page 34
8olid CRM Roadmap for 2008-'09
Overview
CRM 2007
RTC
10/07
CRM 7.0
RTC
11/08
CRM 2007
GA
4/08
CRM 7.0 EhP1
RTC
Q4/09
8AP CRM
CRM on Demand
CRM on Blackberry
CRM on
Blackberry
RTC (early customers)
12/08
CRM on
Blackberry
GA Release
5/09
CRM on
Demand
Wave 5
Q4//08
CRM on
Demand
Wave 6
Q2//09
CRM on
Demand
Wave 4
Q4//08
SAP 2008 / Page 34 This presentation is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and
functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be
changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document.
2009 2008 2007
SAP 2007 / Page 35 SAP 2007 / Page 35
Our plans for the future
8triving for the ultimate sales machine"
Deep integration of real-time offer management
Much improved design and deployment of energy products/bundles
Deeper integration into marketing for campaigns and promotions
Support of new smart products for retailers operating in an AMI
environment that:
are aware of additional smart meter capabilities like load limiting
support load management programs
support prepay products w/o special prepay meters
Integration of CRM into the portfolio management process
CRM 7.0 and Future
COMPREHEN8VE COMPREHEN8VE COMPREHEN8VE COMPREHEN8VE 8MPLE 8MPLE 8MPLE 8MPLE FLEXBLE FLEXBLE FLEXBLE FLEXBLE
SAP for Utilities - CRM Development Roadmap
D
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F
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Thanks for your
attention.
O&A
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