SAP CRM for Utilities &TelecommunicationsSerhan ÖZHANSolution Principal CRMSouth East Europe & Middle East North Africa
SAP CRM 2007For Utilities &
Telecommunications
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CRM 2007 OverviewCRM for UtilitiesCRM for TelecommunicationsCustomer Financials ManagementMarketing, RTOM & BCM
Agenda
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SERVICEMARKETING
SALES
Mobile
Powered bySAP NetWeaver®
End-to-end,Industry-specific
Processes
ANALYTICS
E-Commerce InteractionCenter
PartnerChannel
CUSTOMER
The SAP CRM Solution
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Checklist for success
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Growyour business
Easy to Use
Make complexsimple
SAP CRM 2007 is Simple and Powerful
Simplified, PersonalizedUser Experience Guided Processes to ensure
consistency and reduce errors
Knowledge MgmtAlert and Rule engines
email Integrationto reduce agent training and costs
Microsoft Office & AdobeInteractive Forms
Seamless Integration
Easy to Use
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Growyour business
Easy to use
Make ComplexSimple
SAP CRM 2007 is Simple and Powerful
New Customization Paradigma
SOA for Utilities&TelcoSpecific Processes
Makes the Complex Simple
End-to-End Business ProcessesCRM and IS-U as unique entity
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Growyour business
Easy to Use
Make complexsimple
SAP CRM 2007 is Simple and Powerful
Real-Time OfferManagement
Business CommunicationsManagement
Customer Financial Mgmt.And Credit Risk Processes
Solves Real Business Problems
Support Transact
Attract
Marketing, Sales & Servicefor Utilities & Telco
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CRM(BCM & RTOM), IS-U, FI-CA, BWIntegrated and SOA enabled System Landscape
ITS
CCI
Business objects suchas business partner,activities, contracts,products, sales anddistribution projects
BusinessCommsMgmt
Electronicbusiness(Internet)
MobileAppl-
ications
IS-U/CCS
SAP BW
Customer,Consumption,… Analytics
Back end Front end
FI-CAWS
RealTimeOffermgmt
e-Services SAP
BusinessObjects
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DEMO - Usability
CRM 2007 User Interface
CRM 2007 Configuration
CRM 2007 Personalisation
CRM 2007 email Integration
CRM 2007 Word Integration
CRM 2007 Reporting
CRM 2007 Report Modeler
CRM 2007 Business Objects Reporting
Web Service Wizard
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CRM 2007 OverviewCRM for UtilitiesCRM for TelecommunicationsCustomer Financials ManagementMarketing, RTOM & BCM
Agenda
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SAP CRM for Utilities : Process Overview
• Risk analysis• Manage collections• Worklist for collection agent• Predisconnection Call Lists• Promise to pay• Monitoring of collection
activities, risk, and success
ResidentialSales and Service
e-services
CRM forUtilities MacroFunctionalities
MarketingPlanning
&CampaignManagement
Customer Relationship Management
C&I SalesAccount &
Complex QuoteMgmt
UtilitiesBusiness
Processes•Process Move-in/Out•Process Contracts•Bill Information/Correction•Process Payments•Service Notification, Orders•Enter Meter Readings•Service Appointments
•Account Planning•Analyze Contracts•Manage Opportunities,Pipe•Process Utilities Quotations•Process Utilities Contracts
•Segmentation - Analytics•Campaign Calendar,Planning•Campaign Execution•Lead Processing•List Import
FinancialCustomer Care -
Credit &Collections
Management
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Sales Mgmt. for Residential Customers
Business ChallengesIncrease customer base in a competitivederegulated marketReduce churn rateReact quickly to changing marketdemandsIdentify non-profitable and profitablecustomer segmentsCreate targeted marketing campaignsUse of up- and cross selling potential
Business ValueWeb enabled easy-to-use andeasy-to-learn user interfaceOutstanding customer servicethrough detailed knowledge aboutcustomer needs and behaviourQuick and flexible introduction ofnew products and services accordingto market demandImproved cross selling and closurerates due to improved sales execution
SolutionMulti-communication channel enabledapplicationOut-of-the-box integration with SAP IS-UProduct proposal based onCustomer profileReal Time Offer Management –Real time decisioning EngineMarket Communication Demo
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Business ChallengesIdentify non proftiable / profitable contracts inC&I customer segment.Collect all relevant information to ensure ahigh quality in sales cycle processing incl.forcasting, price calculation and profit checkPipeline Managemnt and controlSales Planning and Reporting
Business ValueWeb enabled easy-to-use and easy-to-learnuser interfaceImproved profitability and close rates due toimproved sales executionOptimized profit margins due sophisticatedcalculation capabilitiesSeamless integration with billing system andBW for reporting out of the boxImproved planning, forecasting andreviewing capabilities
SolutionAll business partner data at one placeAccount & Activity ManagementOpportunity Management, incl. SalesMethodologyHandling of complex quotations andcontractsIndividual price calculationAdministration of price and consumptionsprofilesElaborated analytics capabilities
Sales Management for Commerical & IndustrialCustomers
Demo
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Business ChallengesLimited effective support for daily call centeroperations due to confined visibility as well asinconsistent customer information related totechnical environment, recent interactions andcurrent account situation
Business ValueWeb Interface and restructured transactions
simplify call center processesReduced training period and expense for new
call center agentsSeamless integration with back end processes
ensures quick implementationIncreased customer convenience through
additional interaction channels
SolutionCustomer, prodocts, Contracts, POD, Orders,
master DataService Order – Knowledge search, Complains
, Appointment Scheduling, Service confirmation,Service Analytics
Managing activities and workflow for back officeIntegrating Microsoft Office (IC framework)Processing of Contract Change, Move & End,
Bill Corrections, Dunnings, DisputesEntering meter readingsHandling budget billing amounts and
installation plansOpen items processing, e.g. deferrals, doc.
blocking, acceptance of paymentsManaging complaints and casesBCM Integration
Service Processes: Residential and C&ICustomers
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CRM 2007 OverviewCRM for UtilitiesCRM for TelecommunicationsCustomer Financials ManagementMarketing, RTOM & BCM
Agenda
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The Telecom Customer Cycle Covered by SAP
Orders /Contract
Marketing/Campaigns
Billing &Customer Care
CustomerRetention/
Service
Contract Extension &Upgrades
Dispute & TroubleManagement
Sales & OrderCapturing
Dealer / ShopManagementCustomer
Attraction &Sales
Customer
electronicBill Presentment
& Payment
CommissionsManagement
Order Management& Fulfillment
Receivables& Collections
Planning &Budgeting
CampaignManagement
ContractManagement
Product CatalogManagement
CustomerService – Trouble
Ticketing
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Convergent Product Packaging in ProductCatalog with SAP CRM 2007
ProductCatalog
ServiceCatalog
ServiceFulfillment 1
BillingSystem 1
ProductCatalog
BillingSystem 2
ServiceCatalog
ProductCatalog
Logistic System
Decoder
Mobile Phone
Additional Services
Voice (Customer Facing Service)
MMS (Customer Facing Service)
Accessories
…
Basic connection
Mobile Rate plan 1 (Tariff)
IP Phone
DSL Flate Fee
Materials
Rate plans
Services
Installation Service
SAP CRM
Bronze Bundle
Silver Bundle
…
BundleOfferings
Dealer
ServiceCenter
Call Center
eCommerce
Service Fullfillment 2
Define sales packagesfor any type of servicesand devices
Combine rate plans forconvergent services(Triple Play)
Config & Non-Configproducts
Rule definition forconditions/dependencies
Flexible pricing rules forrecurring and one-timecharges
Cross/Upsell definitions
Versioning and FlexibeCatalogue structure
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Solution Bundling & Modeling
Reduce Time to MarketFlexibly bundle products & servicesacross the enterpriseBundling across the supply chainincluding partners
Differentiate from CompetitionAbility to price bundles dynamicallydepending on customer valueReact immediately to market trends bylaunching offers that uniquelydifferentiate the provider’s offerings
Improve Productivity of MarketerNew Sophisticated UI that simplifiesproduct and pricing administration
Break Down SilosCollapse product and channel silosthrough a centralized customer-facingproduct catalog
DEMO - Convergent Product& Sales Package Creation
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Order Capture in Self Service
Browsing and selling of rate plans, incentives,and packagesProduct catalog and shopping cart withspecific pricing for recurrent charges and one-time feesUp-, down and cross-selling of packages andrate plansEntry of technical data duringAutomated contract creation for ordered rateplansSeamless integration to follow-up processesand other sales channelsSupport of interaction center mode (agent logsin shop for support as customer)
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Order Capture in Call Center
Packages in sales order: packagecomponents are exploded in sales items
Separation of one-time fee and recurrentcharges
Status management to track informationfrom provisioning and logistic systems
Different payment types for devices andtariffs
Campaign Management integration
Suggestions for cross- and up-selling
Product search within product catalog
Integration of SAP Credit Management
Support of all processes, including upgradeand extension of contract
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Order Capture in Dealer Channel
Packages in sales order withexplosion in package components
One-time fee and recurrent charges
Status management to trackinformation from provisioning andlogistics systems
Suggestions for cross- and up-selling
Product search within productcatalogue
Integration of SAP CreditManagement
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Contract Change Processes Overview
Sales and Order Management for TelecommunicationsSales & Order Management for Convergent Products
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Telco Order Process-Provider Order &Contract
A provider order (transaction type PRVO) is created by an agent to sell hardware andservices to a customer.Once the provider order is released, a provider contract is created (transaction typePRVC).The creation of the provider contract, in turn, can trigger the creation of IBase(s) withiObject(s) depending on the product master set-up.Provider orders are also created to represent changes to the provider contract. Changesare represented by new line items (called time slices) on the contract. These changes tothe contract will trigger changes to the related IBases and iObjects.
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CRM 2007 OverviewCRM for UtilitiesCRM for TelecommunicationsCustomer Financials ManagementMarketing, RTOM & BCM
Agenda
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SAP’s Solution: Customer FinancialsManagement
Value Proposition:
Reduced revenue leakageand DSO through full controlover the financial relation withyour customer
( = one view of the customerfrom a financial perspective).
Increased processefficiencies throughintegration of all systemsinvolving financial interactionswith customers.
Credit RiskManagement
ConvergentInvoicing &
EDR Billing
Electronic BillPresentment and
Payment
Financial CustomerCare and
Dispute Management
Receivablesand
CollectionsManagement
CustomerAnalytics
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Financial Customer Care - Activities
Information and status about all customer financial aspectsChange master data (address, bank details, payment method …)
Set / remove locks (e.g. dunning lock, direct debit lock, …)
Create / change installment plan
Defer open item
Reverse a dunning notice
Entering payment authorizations
Create / Change Promises to Pay
Search for payments
Initiate Dispute
Create Adjustment Request
Collections ManagementFinancial Customer Care
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Dispute Management
Functions at a glanceBusiness case: IC agent is empowered to answer a low-value dispute positivelyLoad and display invoices from external billing systems in IC, including invoice linedetailsCreate adjustment request for a complete invoice, an invoice item, or a single EDR
Collections ManagementFinancial Customer Care
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Transform payment-relevant event data intostandardized serviceevents
Mediation Rating/Charging
BillCalculation Invoicing Accounts
Receivables
Transform standardizedservice events intopriced transactions andguide them to thecorrect customer
Process pricedtransactions andadditional data fromother systems (e.g.order management) tocreate structured billcontents
Create invoicedocuments based on:
structured billcontents from billing
historical data (e.g.open items) out ofaccounts receivables
Provide accountsreceivables and otherdownstreamsystemswith according data.
Process requiredpostings triggered outof invoicing. Processpayments, dunning, etc.
Billing&Invoicing Process
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Experiences from existing SAP CFMInstallations
Reduction of outstanding receivables by 20% in a three-year period(from 20.4% of revenue to 16.3%) Cash flow increase of € 80 mio.for a revenue of € 2 billion.Overall reduction of manual A/R work by 50%, in one examplereducing the previously required workforce of 30 by 50%at an assumed labor cost of € 50,000 resulting in annual savings of €750,000.Reduction of manual clearing and payment allocation work by40% - 80% On average 3 persons per 500,000 customers; acompany with 3 mio. customers can thus reduce the correspondingteam by 9 persons resulting in annual savings of € 450,000 (at €50,000 per person).Increase in collection efficiency by 50% - 80 % previouslyuncollectible debt can now be collected because of installment plans,external collection agencies, better information of customers andcollection agents.Faster payment and dunning runs performance grew from 12hours to 25 min. for each of these runs.
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CRM 2007 OverviewCRM for UtilitiesCRM for TelecommunicationsCustomer Financials ManagementMarketing, RTOM & BCM
Agenda
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Marketing analytics
Segmentation and List Management as Partof SAP CRM Marketing
Marketing capabilities in SAP CRM
Web ande-mail
PartnersDirectmail
Callcenter
Fieldsales
Predictiveanalytics
Leadmanagement
Lead generation
Leadqualification
Lead distribution
Segmentationand list mgmt.
External listimport
Segments andlist mgmt.
Marketingattributes
Campaignmanagement
Multichannelexecution
E-marketing
Dialog marketing
Mkt. resourcemanagement
Strategy andplanning
Budget and costs
Couponing
Measurementand reporting
Customeranalytics
Forecastingand planning
Branchesor stores
WirelessPOS andATMs
Optimizationand refinement
Productanalytics
Trade promotionmanagement
Business Planning& Perf Mgmt.
Trade Promotions
Retail Execution
Customer
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Business ChallengesIncrease sales to new and existing customers ina competitive deregulated marketCreate targeted marketing campaigns sincenotoriously low response rates leave little roomfor errorUse multiple communication channels to thecustomer
Business ValueIngenious Campaign PlanningEffective marketing campaign executionDetailed knowledge about customer needs andbehaviorHigher amout of sales due to targeted offeringsDetermine cross selling potential
SolutionSophisticated customer segmentation capabilitiesusing internal and external market dataMulti-channel campaign execution like letter,phone, and e-mailMeasure campaign success rates throughpowerful analysisBill Supplement
Marketing Planning, Segmenting& Campaign execution
Analytics
Marketing
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Customer
Business Communications Management Reporting
SAP Business Communications ManagementScenarios and Processes
Business Communications Management: capabilities
Web form FaxTelephony E-mail IVR
Online Monitoring
Outbound Contact Center
Automated Dialing
Enterprise-wideCommunications Management
Corporate CommunicationServices
Fixed and Mobile Terminals
Inbound Contact Center
Unified Contact Routing
Customer Interaction Handling
Reporting SAP CRM BW Integration
Business Communications Management Interactive Voice Response (IVR)
Caller Recognition Voice Menus Automated VoiceServices
Operations and System Management
SMS
Outbound Call Handling
Chat
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RTOMOther real time information
Interaction dataAgent skills
Level of serviceExternal information
Real time customer information
Real time customer profilePrevious customer’s responses
Optimal recommendation
Cross/up sell offersRetention offers
Marketing messagesNext best action
SAP Real Time Offer Management
MarketingOffers and their value
Target populationInteraction channelsTriggers and events
Recommend bestoffers Learn and adapt Measure and
provide insights
Define offers andmanage offer
catalogue
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Thank you!
SAP CRM 2007Simple and Powerful