SAP’s Integrated Platform: Smartcard Charging Customer Service - Mike Woodward.pdf · SAP’s...

SAP’s Integrated Platform:Smartcard ChargingCustomer Service

Mike Woodward, SAP (UK) Public ServicesPaul Edwards, HCL-Axon / Service Birmingham

21st April 2010

© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/

Agenda

1. Introductory Overview

2. Service Birmingham CRM Case study

3. SAP “SmartCard + “Complete ‘Back-Office” Rating/Pricing

Billing, Statements, Accounting

Examples


Agenda

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3. Divider headline

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4. Divider headline Subdivider headline

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(Local rating)

Device provisionand control

Smart Card Typical Architecture

Eventorigination

Contactless Cards(Credit/Debit/Stadium)

ITSO PAYG /Concessionary Cards

Mobile Phones

Event: control, messagingand Mediation

CRMCustomer Service

Rating (Pricing)

Billing

Accounting,Reconciliation

Business intelligence


(Local rating)

Device provisionand control

Smart Card Typical Architecture

Eventorigination

Contactless Cards(Credit/Debit/Stadium)

ITSO PAYG /Concessionary Cards

Mobile Phones

Event: control, messagingand Mediation

CRMCustomer Service

Rating (Pricing)

Billing

Accounting,Reconciliation

Business intelligence

Delivered by SAP Partner Community

Delivered by SAP


An Ideal Commercial Smart Card Scheme ofthe Future for Citizen Service (e.g. Travel)

Cash

Credit/Debit

Cards (inc Pre-Paid)

Contactless Cards

(Credit/Debit/Stadium)

ITSO PAYG/Concessionary

& Season Ticket Cards

Mobile Phones

Traditional Leisure

& Travel TicketsWhich Will Citizens Use?

All of them!


Can the Back Office be Common?Where has it been done?

Transactions for charges to be applied

Bus lane fines

Road Charging

Parking

Work Place Parking

Public Transport

Concessionary

“Wave & Pay”

Charging


Business IntelligenceBusiness Intelligence

“Consume to Cash” Back Office Architecture

Charges, Commissions,Apportionment

‘Calculation engine’

Collection/Reimbursement

Billing

Convergent Invoicing

Turbo AR + AP

GL

Back office C2C Platform

£

Customer Self-ServiceCustomer Self-Service

Customer Services,Financial Customer Care


ChannelManagementTechnology


voice

e-mail

WhiteMail

Forms

SelfService

SMS

Information RequestsInformation Requests

Complaints MgmtComplaints Mgmt

Payments, Disputes /Refund Mgmt


Service RequestsService Requests

Info, Payments,Disputes Mgmt


SAP Back office Smart Card Platform

Mediation

© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ © SAP 2009/Mike Woodward/<Slideset> / Page 9

Pain Points from the customer point of view

Pain not caused by lack of features/functions, it’s the landscape

Pain:

System Scalability

Pain:

Costly systemmanagement

Pain:

System andProcessReliability

Pain:

• No pre-configuredbusiness processes

Pain: Customersexpect moreservice fromservice provider

CUSTOMERS

Finance

HumanResources

Roadside /Ticketing /

Smartcard Equipment

CustomerRelations

Mgmt.

Data Warehouse/

Analytics

Billing / Invoicing 3 partyservice

providers

Pain:

• Not easy to adopt tonew processes

• No flexibility©SAP 2009

© SAP AG 2009. All rights reserved. Mike Woodward/< SAP+Svc-Bham SmartCard-CRM for SCNF>/ © SAP 2009/Mike Woodward/<Slideset> / Page 10

Single Business Process Platform:A true End to End Solution

This platform provides the required flexibility needed, improves customer service and lowersoperating costs – now and in the future

Solution:

Pre-configuredprocesses

Solution:

Proven solution

Solution:

Scaleable solutionSolution:

Off the shelf

standard software

Solution:Customer selfservices and

web services

Solution:

Great adoptabilityand flexibility

SINGLEPLATFORM

CUSTOMERS

©SAP 2009


Agenda





Examples

Business Transformation at Birmingham City Council

Customer First

Customer First - The Challenge

.

.

Simplicity: Now…

the more vulnerable and disadvantaged people who most need aservice find it hardest to access what they want

Personal Service: Now…

satisfaction is currently 59% - we need to know what drives it toimprove

Professionalism: Now…

inconsistency of response times, quality standards, data - ourbuildings are not welcoming, safe, accessible and convenient

Efficiency: Now…

organising by service means we “process” customers many timesover

Customer First - The Vision

.

.

Simplicity: Imagine…

if the customer hadn’t been passed from pillar to post, and they could easilyaccess services using the method they prefer at a convenient time

Personal Service: Imagine…

being able to tailor services to our customer’s needs, knowing what drivestheir satisfaction and how to resolve the causes of contact and complaints

Professionalism: Imagine…

if our staff delivered a consistent high quality of customer service every timein a safe and welcoming environment

Efficiency: Imagine…

solving most of our customers problems there and then, at the first point ofcontact, and being able to track enquiries through to delivery

Customer First – The Outcomes

15

Simple and convenientaccess to services

More transactionscompleted at firstpoint of contact

Trackingtransactions from point ofcontact to delivery

Consistent & improvedstandards of customerhandling

Stronger culture ofcustomer focus

More proactive use ofcustomer information

Customer First is delivering thefollowing outcomes

Customer First - CRM

Largest local government organisation inEurope – 1 million citizens, 50,000employees

Customer First Program: “PuttingCustomers at the Heart of Everything WeDo”

Multi-channel (phone, web, face-to-face,kiosks) – “Call – Click – Visit”

Over 2 million customer interactions peryear across all channels

Transformation of customer experience

Transformation of the customerexperience for 1 millioncustomers, 1,500 disparateservices

Covers all services from tax towaste collection to social services

Back office operation compriseshundreds of systems

Delivers the link from point ofcontact to service delivery

Target of 20%front officeproductivity gain, with customersatisfaction in top 10%

True seamless multi channeloperations for web, face to face,call centre

Service SpecificAdvisor

Guidance

ensures betterprocess

adherence

Service SpecificAdvisor

Guidance

ensures betterprocess

adherence

Integration with Content ManagementSystem and Google search engine

Integration with Content ManagementSystem and Google search engine

Up to date information on allCouncil services provided

directly to Agents

Up to date information on allCouncil services provided

directly to Agents

Customer First - CRM

Complex integration with back officefunctions

CRM 2007, BI 7.0, Portal, MDM, PI

Rich web presence with automatedprocesses to back office functions

Integration with Java Web forms and BSPforms

SAP CRM integrated with Cisco CTItelephony system

Integration with Document Managementsystem

Transactions completed at thefirst point of contact with thecustomer

Consistent and improvedstandards of customer handling

Simple and convenient accessto all Council services acrossdifferent channels

Reduce costs through channelshift

Increased customer and staffsatisfaction

Increased awareness of the CityCouncil’s services

Integration of SAP CRM withback office systems

Integration of SAP CRM withback office systems

Integration of SAP CRM withJava Web forms

Integration of SAP CRM withJava Web forms

Customer First – Single Customer Record

Provision of authoritative view of customerdata across the council

Harmonisation and consolidation across 12directorates and 16 enterprise classapplications

SAP MDM, Business Objects DataIntegrator and Data Quality, ExperianIdentify, QAS

Fulfils increasing requirements fortransparency & compliance (includingGovt. Interoperability Framework – eGIF)

Higher quality data available supportsimproved strategic insight, customerstrategy & service planning

Cured corporate amnesia related tocustomer information changes andproof of identity

Delivered higher standard of servicebased on improved knowledge aboutcustomers and their needs

Reduced possible fraud byembedding and integrating datagovernance process and technologywithin the interaction process

Secure management and sharing ofcore and sensitive customerinformation across the entire council

Improved Customer KnowledgeImproved Customer KnowledgeSingle View of CustomerSingle View of Customer

Improved Customer ServicesImproved Customer ServicesConsolidated and Enriched DataConsolidated and Enriched Data

Customer First – The Outcomes

19

Simple and convenientaccess to services

More transactionscompleted at firstpoint of contact

Trackingtransactions from point ofcontact to delivery

Consistent & improvedstandards of customerhandling

Stronger culture ofcustomer focus

More proactive use ofcustomer information

Customer First is delivering thefollowing outcomes

Embedded advisorguidance and knowledge

CRM is ‘single version oftruth’. Automated SLAtracking

Tiered response modelimplemented for allservices

Processes re-designedaround the customerneeds

Single customer recordallows improvedanalytics

Consistent serviceavailable across multiplechannels

SingleCustomerRecord


Agenda





Examples


Business IntelligenceBusiness Intelligence

“Consume to Cash” Back Office Architecture

Charges, Commissions,Apportionment

‘Calculation engine’

Collection/Reimbursement

Billing

Convergent Invoicing

Turbo AR + AP

GL

Back office C2C Platform

£

Customer Self-ServiceCustomer Self-Service





voice

e-mail

WhiteMail

Forms

SelfService

SMS

Information RequestsInformation Requests

Complaints MgmtComplaints Mgmt



Service RequestsService Requests



SAP Back office Smart Card Platform

Mediation


Pricing & Rating Flexibility


Charging: Managing Subscriber Accounts

Dispatch rated events to prepaid accounts or externalpostpaid accounts

Handle prepaid accounts: overruns, validity dates,thresholds… with possible alarms

Cap the consumptions on prepaid or postpaid accountsvia credit limit

23

Subscriber AccountSubscriber Account

Postpaid account

Parents

Postpaid account

Parents$$

Prepaid account

SMS - Child

Prepaid account

SMS - Child$$

Prepaid account

Child

Prepaid account

Child$$

SMSSMS

Credit limit balance

Data svcs control

Credit limit balance

Data svcs control$$Data SvcsData Svcs

Default

Ov errunOv errun

Dynamically define the balance to be chargedDynamically define the balance to be charged


Contract AccountsReceivable and Payable

Debit Credit

Debit Credit

Consume-to-Cash: High Volume Billing -Business Examples

3rdpart y

vendor

3rd part y

Business Solutions Millions of Customers

Debit Credit

Debit Credit

Contract Account

GL Account

Customer Invoicing

Vendor Settlement

Customer Payments

GL

Up

da

te

CO

Up

da

te

BW

Up

da

te

Technical Systems

BIT

BIT

BIT

BIT

Millions itemsper day

BIT

Consumption Events

BIT = Billable ITem= EDR = Event Data Record


Back Office

Common

Smart Devices

Smart cards

Integrated Ticketing

Traditional tickets

On Board Units / e-Tag

New models

Other Charging

Work Place Parking

Congestion/Low Emission

Electric Cars

Cycle Hire

Events

Libraries

…

A Commercial Smart Card Charging Scheme:Back Office “Consume to Cash” usage

Mediation

Rating

Collection/

Reimbursement

‘Turbo’ AR & AP

Mediation – gathers

transactions, identifies them byuser & matches the pairs (ornot) in preparation for rating.

Rating – applies rules and

charges (fares) to the pairedtransactions based onjourneys, entitlements &applies any capping rules

Collection – assembles

collection requests forpayment based on details ofrated charges and collectsmoney from bank or acquirer

Reimbursement –accumulates v olume ofcharges to be paid to partners(commissions & carriage etc.)& charges per transaction

Accts Receivable &Payable – charges,

remittances and receipts needto be booked to AR & AP forfinancial reconciliation

£


Typical user view – simple tram journeys:Customer record, showing smartcard ID(s)

No. 26


Typical user view – Tram Daily cap:Total bill for the 6 journeys, £6 limit reached


Typical user view – Disputed invoice:Self-service or via call centre (shown)

07 May 2010 No. 28


Typical user view:Anonymous user + search by Smart-card ID (e.g.)

Can searchby Card ID


View associated card usage:‘All-day ticket’ purchase with 2 inclusive journeys


Typical user view – leisure (football) & travel:Customer record with 2 linked smartcard IDs (e.g.)


Typical user view – Family cycle hire:Family records: Father with relationships


Typical user view – Family cycle hire:Father’s Bills+EDRs: 3 charges: 2 cycle hire, 1 ‘fine’


Solution:

Pre-configuredprocesses

Solution:

Proven solution

Solution:

Scaleable solutionSolution:

Off the shelf

standard software

Solution:Customer selfservices and

web services

Solution:

Great adoptabilityand flexibility

SINGLEPLATFORM

CUSTOMERS

SAP’s Customer-centric SmartCard Platform

Complete solution for all processes (from Mediation onwards)

Integrated out-of-the-box to CRM’s customer-centric processes

Integrated out-of-the-box to CRM self-service

Complete citizen account surfaced to Citizen via CRM and self-service

Complete 360o view of citizen interaction including smartcard interactions

Flexible, Agile pricing/rating capability

Cross charging capability for Corporate/Personal and Families

Proven High-volume capability

Can be implemented in modular fashion

Aids joint-working partnership within the locality

Low Total Cost of Ownership


© SAP 2009/Mike© SAP 2007/Mike Woodward/Parcelforce Market Investigation/ Page 35© SAP 2007 / Page 35

Thank you! Questions?


© SAP 2009/Mike

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