Sap is u Wipro Utilities Case Study
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Transcript of Sap is u Wipro Utilities Case Study
8/12/2019 Sap is u Wipro Utilities Case Study
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© 2012 WIPRO LTD | WWW.WIPRO.COM 1
Wipro UtilitiesSystem Integration
Experience &BenefitsEric Smith
Yucel M Erbilgic
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Wipro Overview
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Wipro ENU Overview
ENU Service Portfolio• Smart Grid Services• Enterprise Data Management and Analytics Services• HSSE Managed Services• Enterprise Asset Management Services
• Meter-to-Cash• E&P Data Management• Commercial Energy Operations (CEO) Managed Services
(ETRM)• Field Mobilization and Workforce Management• Mining Design Services
People
Technology
Process
Domain• Energy Trading and Risk Management• Generation Centre of Excellence• Retail Customer Care and Billing
• Transmission and Distribution• Regulatory Compliance• Smart Grid• Product Design & Testing
Industry Experinece12+ Years since the formation of practice dedicated to Energy, Natural Resources and Utilities.
125+ Relationships with Energy & Utilities companies in North America, Europe and Asia Pacific.
8500+ professionals dedicated to delivery of services to our Energy and Utilities clients.$750+ Million USD in Revenue.
6th Largest Vendor.
Some of Our Major Customers Include• Large Distribution Utilities across the Globe• The World‘s Largest Oil and Gas Exploration Companies • Leading Australian Distribution & Retail Energy Companies
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Business Benefits for a Large Wipro Customer
Key Objectives:● Create a single interface so that agents performing a task are presented only with relevant dataand do not have to switch between multiple applications to complete the task.● Automate, standardize, and optimize many of the processes performed by Customer Serviceagents, which are relatively repetitive and labor intensive to improve efficiency (both in terms ofeffectiveness and adherence to standards).
Business Benefits:• Estimated savings of over 47,000 person hours per annum through
• Fewer jobs being passed on to the field team (decrease in error rate)• Improved sort facility in office work management application• Improvements to customer address retrieval screen• Reduced average handling time for pending processes by three minutes• Reduced contact volumes (all channels) related to chasing updates in front-office and back-
office work stream• Reduced call handling times in payment plan process: 5,764 person hours per annum• Reduced transaction handling time in refunds process• Elimination of paper based work allocation• Facility to promote to suitable customers rather than relying entirely on contact center agents
• Improved customer satisfaction according to customer‘s own real -time surveys and regulatorsindependent quarterly surveys.
• Improved employee engagement according to Gallup Q12 survey.
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A Leading Australian Integrated Energy Company – Delivering Solutions for End-to-End Retail Business Operations
Wipro’s Solution Approach aligned to the Objectives: Objectives of the Transformation Programme:• Business growth enabled by more effective sales
channels• Reduced customer churn• Improved customer service• Improved margin management• Improved cash flow management• Reduced cost to serve• Flexibility to introduce new products beyond
electricity and gas• Deep business intelligence, and• Proactive management of and compliance with
the Regulatory Requirements.
BusinessTransformation
ApplicationManagement
Business ProcessOutsourcing
3 year BusinessTransformation program ofthe Retail Process includingsystem transformation of thecurrent Customer Care andBilling system.
Services includesupporting a suite ofLegacy applications
prior to transformation,followed by on goingmanagement of thetransformed applicationsuite. SAP is thechosen transformationtechnology platform.
Business ProcessOutsourcing for the backoffice functions (pre & posttransformation)
Transition of processes in4 waves over 12 months,Establish operations tosupport the customer posttransition
Aligning the Transformation Objectives with simplified KPI’s
SingleCustomer
View
• Understanding our customers profile and habits.• Know how our customers are engaging with us to
create the opportunity for conversation aboutneeds and rapid problem resolution.
Up Sell & Cross -Sell
IntegratedSAP ISU /
CRM
CustomerSegmented
Model
• Profiling and Segmentation of customer willrequire different approaches.
• Build our understanding of drivers andexpectations to enable sustainable and valuedrelationships with target customers.
Sell More and to High Margin Custom ers
DifferentiatedService Modelin SAP CRM
Self Serve
Sales/Service
Experience
• Products must meet segmentation andcomplement each other.
• Turn reactive call handling and interactions intoproactive, value-adding customer relationships.
Reduce Churn
ChangeProgram to
focus onBehaviours
• Empower customers to interact with us any time,
any where.• Must answer quickly questions around products,usage, address, payment and FAQ.
Reduce Cost to Serve - Cheaper Channels
24 x 7 Portal /Voice
Solution
Transforming to St ra tegic Landscape (Direc t l ink to bus in ess success)
MiddlewareSales
S A P B
u s i n e s s I n t e
l l i g e n c e
P r o
c e s sI n
t e gr
a t i on
( S AP P I )
SAP for Utilities (ISU)
EDM
CallRouting
IVR OutboundCalls
Reporting /Monitoring
AVAYA
Service Level(Differential
Service)
Retention(Relationship)
Customer Engagement Model
Customer Value(Segmentation)
Growth(Up-Sell
Cross-Sell)
Channel Management Strategy
SAP CRM for UtilitiesMarketing Sales Service
SAP for Utilities (ISU)
Billing InvoicingDM FI-CAEDM
Intercompany Data Exchange
Business Process Exception Management / SAP Workflow
SAP Enterprise Portal
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Creating a brand new IT platform for a newly created DistributionUtility in UK – Separation of Retail and Distribution
Objectives
• Separation of Major DistributionCompany Systems within 18months
• Use the systems separationopportunity to put in world classprocesses and come to the
frontier of efficiency• Cutover to the target
architecture with minimalinterruption to business
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Wipro – SAP Alliance
Wipro has a Global Partnership status (less than 1% of the total number of SAPpartners)
• 3100+ SAP consultants, with operations in 30+ countries
• More than 400+ projects till date , 90+ Fortune 500 clients
• Always the First in SAP partner ecosystem – First to open SAP PartnerResearch Center (SPARC), First two Global SIs to partner for RunSAPmethodology, First Asian SI to sign SAP Business Suite 7 launch partnership.
• SmartUtil – Preconfigured Rapid deployment Utility solution for loweringTCO.
WIPRO IS BEST SUITED FOR LARGE-SCALE, GLOBAL SAP PROJECTS―Wipro‘s tremendous SAP capability is growing rapidly and provides strong competition to the other top vendors — particularly when it comesto global end-to-end implementations. Wipro is a strong choice for end-to-end SAP implementations, upgrades, global rollouts, and ongoingmaintenance and support.‖ “The Forrester Wave™: Indian SAP Services”
Winner of SAP Pinnacle
Award1.Solution Leadershipcategory (2007)2.Thought Leadershipenterprise SOA (2008)
Henning Kagermann,CEO SAP, and AzimPremji Chairman, Wiprosigns the Global ServicePartnership Deed on
August 30 th 2007
Partial list of Wipro E U SAP Customers
Consulting
SAPImplementation
SAP Support
SAPModules
IS-U/CCS, R/3 FI, CO, MM, HR, EBP,BW, SD, IS-U, PortalsIS-U/CCS, SAP XI
Wipro rated in highestcategory ‗Leaders‘ in theForrester Wave - SAPServices Providers, Q2,2011
IS-U, SAP CRM, SAPPI, SAP BW
IS-U/CCS, SAP CRM,SAP XI, SAP BW
A large Oilcompany
Large Oil &Gas company
Large Gascompany in
the UK
Large GasDistribution
company in theUK
Leading AustralianIntegrated Energy
company
XXX
XXX
XX X
X
XXX
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SPEED Methodology
Onsite Offshore
• Wipro‘s SAP Global Rollouts methodology called SPEED > Systems and P rocesses Enabled for
Excellence in Delivery• SPEED = ASAP methodology + Wipro‘s project learning's & differentiators
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Wipro Partnerships for Smart Grid Solution
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Smart Metering Partnership
Meter DataManagement
Head-endsoftware
Analytics/
Reporting
system
Collector / AccessPoint (GPRS)
AMICommunication
Server
Meter Customer IT Network
Billing WorkManagement
CRM AssetManagement
DistributionManagement
&SCADA
ExternalFirewall
InternalFirewall
DMZControlled
Collector
Firewall
Access Point(GPRS)
Collector
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Thank You!