SAP Utilities Customer Engagement Field Kit
SAP Utilities Customer Engagement Field KitSanjay Makhijani,
Mobile Solutions - APJAugust 7th, 2013Purpose of this documentThis
document summarizes key benefits, sales opportunities and solution
overview for SAP Utilities Customer Engagement. It provides a guide
to position the solution with customers.
This presentation includes internal and external slides. Slides
that can be used externally are marked accordingly.2013 SAP AG or
an SAP affiliate company. All rights reserved.#1DisclaimerThe
information in this document is confidential and proprietary to SAP
and may not be disclosed without the permission of SAP. This
document is not subject to your license agreement or any other
service or subscription agreement with SAP. SAP has no obligation
to pursue any course of business outlined in this document or any
related presentation, or to develop or release any functionality
mentioned therein. This document, or any related presentation and
SAP's strategy and possible future developments, products and or
platforms directions and functionality are all subject to change
and may be changed by SAP at any time for any reason without
notice. The information on this document is not a commitment,
promise or legal obligation to deliver any material, code or
functionality. This document is provided without a warranty of any
kind, either express or implied, including but not limited to, the
implied warranties of merchantability, fitness for a particular
purpose, or non-infringement. This document is for informational
purposes and may not be incorporated into a contract. SAP assumes
no responsibility for errors or omissions in this document, except
if such damages were caused by SAP intentionally or grossly
negligent.All forward-looking statements are subject to various
risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place
undue reliance on these forward-looking statements, which speak
only as of their dates, and they should not be relied upon in
making purchasing decisions.2013 SAP AG or an SAP affiliate
company. All rights reserved.#Elevator PitchValue Proposition and
FunctionalitySales OpportunitiesProspects and Ramp-Up Target
SegmentsRamp-Up Details, Resources, and ContactsAppendix
(Supporting Material)
Agenda2013 SAP AG or an SAP affiliate company. All rights
reserved.#Elevator PitchSAP Utilities Customer EngagementPoor
customer engagement Customers often have limited access to the data
they want and can only get to it using limited channels, either the
web or call center Lack of real-time information no information on
the status of issues theyve reported or outages in their
areaLimited options customers have to call the call center or
search the utilities web site to find information
Increased customer satisfaction by providing a visually
appealing interface and access to the most important information
and functionality relating to utility services and bills.Improved
customer service due to two-way communication on service requests
and outagesReduced cost of service through decreased call volume
for back office and more self-service capabilities and multichannel
accessPain PointsDescription and Value PropositionView and pay
current and historical billsUpdating account information, including
profile, billing address, and payment methodsMove-in, Move-out and
Meter reading via MobileReport problems or outages and check on the
status of previously reported problemsReceive important offer
information and alerts from their utility companyView service usage
by billing period in a line or bar chart and compare usage from
previous years
FunctionalityNet-new revenue opportunity for customers with or
without SAP IS-U Solution Consumers companies looking for improving
their engagement with consumersSAP Syclo for companies engaged in
Generation and TransmissionSAP Mobile Platform for B2E
applicationsSales OpportunityCross-Sell / Up-Sell OpportunitiesNo
end to end mobile solutions with other competitorsIntegrated with
SAP back-end for existing IS-U customersDifferentiation vs.
CompetitorsNovember 2012PricingAvailabilityResources and
ContactsRegionAPJ COntactSol MgtPresalesAPJSanjay MakhijaniRakesh
GandhiGeorge Neo, Vijay Narayanan, Price List ItemPrice/Sales
UnitSAP Sybase 365 Money Mobiliser Platform up to 5 units200,000
Eur for 100k Active usersSAP Utilities Customer Engagement up to 5
units75,000 Eur for 100k Active users2013 SAP AG or an SAP
affiliate company. All rights reserved.#AgendaElevator PitchValue
Proposition and FunctionalitySales OpportunitiesProspects and
Ramp-Up Target SegmentsRamp-Up Details, Resources, and
ContactsAppendix (Supporting Material)
2013 SAP AG or an SAP affiliate company. All rights
reserved.#SAP Utilities Customer EngagementCatering to Utility
Consumers of the Future
Will want awareness of their energy usage and impact on the
environment
Will be accustomed to receiving notifications and alerts
Will be budget conscious
Will change devices
Will expect paperless communication
Will be mobile and always connectedDemo2013 SAP AG or an SAP
affiliate company. All rights reserved.#6Use CaseUtility service
providers are currently challenged when it comes to their
relationships with consumers.Very high call center volumes for low
touch interactionsNot able to provide real-time communication to
their customers to share important information This has led to low
customer satisfaction and impersonal customer relationships.The
mobile application gives these companies the opportunity to offer
consumers a rich, user interface to carry out the most important
actions on their account and to receive valuable information from
their utility provider.
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Utility service providers are currently challenged when
it comes to their relationships with consumers. They face very high
call center volumes for low touch interactions and they are not
able to provide real-time communication to their customers to share
important information regarding service downtime, outages, or
important offers. This has led to low customer satisfaction and
impersonal customer relationships. The SAP Utilities Customer
Engagement mobile application gives these companies the opportunity
to offer consumers a rich, user interface to carry out the most
important actions on their account and to receive valuable
information from their utility provider.
7Business Scenarios Overview (SAP Utilities)
Homepage(active Tiles)Service UsageOutagesCreate a
ReportPaymentAccountsBills &PaymentsServices
MessagesMenuFunctions
2013 SAP AG or an SAP affiliate company. All rights
reserved.#SAP Utilities Customer Engagement was developed for
todays typical consumer who wants access to information in real
time from anywhere in the world, be it their house, on the road, or
in a coffee shop. With the SAP Utilities Customer Engagement
application utility customers will have the ability to manage all
aspects of their gas, electric, and water accounts anywhere and at
anytime.
This mobile application is empowering for consumers as they can
access and manage their personal accounts anytime and anywhere but
is also empowering for the utility companies as it will reduce
operating costs and ultimately increase customer satisfaction.
82013 SAP AG or an SAP affiliate company. All rights
reserved.#Utilities Customer Engagement A Model
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Empowering CustomersUses CasesPersonalized
communicationsMove-in, move-outBill paymentOutage managementService
request managementBusiness ValueImproved customer
engagementEnhanced customer care/serviceShortened billing and
collection cyclesImproved understanding of customerReduced cost of
service
Product innovation partnerTransform the way we do business with
customersSAP insights and referencesUtilities that mobilize the
customer experience can reduce cost of service by up to 20% and
shorten the billing cycle by up to 70%SAPs industry leading mobile
app for transforming the customer experience and improving service
deliveryIntegrate with SAP ERP, or leverage the platform to
integrate with other systems
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Transform the way we do business with customersBusiness
ValueImproved customer engagementEnhanced customer
care/serviceShortened billing and collection cyclesImproved
understanding of customerReduced cost of serviceUses
CasesPersonalized communicationsMove-in, move-outBill paymentOutage
managementService request managementCatalog/shopping cartSAP
insights and referencesUtilities that mobilize the customer
experience can reduce cost of service by up to 20% and shorten the
billing cycle by up to 70%SAPs industry leading mobile app for
transforming the customer experience and improving service
deliveryIntegrate with SAP CRM, or leverage the platform to
integrate with non-SAP CRM and back ends
11mCommerce Utilities Solution RequirementsEnd UserMulti channel
access Outage CentreAccount Management Usage History, meter
readingsBill Payment & LocationsMove-in Move outService Issues
/StatusWeb customer registration and self service portalBack-office
functionsOutage notification managementCustomer Care PortalCustomer
Engagement management
Mobile Utilities
AppCustomer Support Portal
SMS
2013 SAP AG or an SAP affiliate company. All rights
reserved.#12Standard Functionality and SolutionsCalculationsFees,
CommissionsLimits, RestrictionsVelocity conditionsAccountsStored
Value AccountBank Acc, Credit CardLoyalty points, PrepaidSelf Care
ServicesRegistration portalCustomer self care portalMerchant self
care portalAgent self care portalPayments & Transaction
ProcessingBill payments, Merchant payments Transfers, Remittance,
DisbursementsAuthorization, Capture. Cancel, Refunds, Advice of
ChargeVouchers, Bulk ProcessingAlertsBalance, fraudAccount
eventsNotificationsMulti Party SettlementSettlement,
ClearingReconciliationPayment InstructionsUser Profile
ManagementUser Registration, AuthenticationLink bank account,
credit cardChange PIN, password, addressMulti-Channel
AccessSmartphone AppsMobile Web AppsSMS/USSD AppsStandard
Functionality within mCommerce SolutionsFunctions Requiring
Customization ServicesLoyalty points managementCoupon deliveryCall
Center/Back officeCustomer support portalOperations
dashboardAdministration portalReport generation, formatsUser
Application ServicesRegistration, Manage accounts Balance, View
Transactions, Bill PaySend/Request Money. Transfer, Remittance,
Airtime TopUp, P2PLocations, Coupons, Promotions, Custom industry
servicesRetailer systems Bank SystemsCard NetworksRemittance
ProvidersAirTime RechargeMobile BankingMobile PaymentsMobile
MoneyMobile UtilitiesMobile TopUpMobile CPMobile RetailUtilities
systems 2013 SAP AG or an SAP affiliate company. All rights
reserved.#13
SAP Utilities Customer Engagement is a complete End-to-End
SolutionService EndpointsData Access ObjectsSAP
implementationHibernate implementationExternal implementationECC
Add-On for UtilitiesSAP ECCMobiliser database3rd Party Utility
systemMobile AppsMobile PlatformBackend
SAP Utilities Customer Engagement Components2013 SAP AG or an
SAP affiliate company. All rights reserved.#This is not just a
mobile app. The components in orange are what we delivered as part
of the SAP Utilities Customer Engagement Solution. In addition to
hybrid HTML5 apps, we created service endpoints in mobiliser to
read the data back, and an sap implementation of the data objects
that are passed to the backend. We also built 35+ function modules
as part of the ERP add-on and BADIs for customers to modify the
functionality.
In addition, customers can connect to 3rd party systems or the
mobiliser database to create further extensions.14Version 2
(Released)Version 1 (Released)SAP Utilities Customer Engagement
RoadmapVersion 3Nov 2013Subject to change2013 SAP AG or an SAP
affiliate company. All rights reserved.#15Target Customers /
Scenarios / Adjacent SAP / Partner OfferingsTarget
CustomersScenario
Adjacent SAP/Partner offeringsSAP Utilities Customer Engagement
Existing Utilities customers focusing on customer services
onlyComplaint Management via SMSNoneSAP Brand Mobiliser/SAP NW
GatewayUser can register a complaint based on the complaint
category . On successful registration, the complaint notification
number is generated through SMS. The user can also check the
complaint status, Reopen, Cancel and use Reminder services using
SMSExisting or New Utilities customers looking for End to End
Mobile Solutions for their consumersAccount managementBill
paymentOutage managementService request managementPersonalized
communicationsNoneSAP Money Mobiliser platformSAP Utilities
Customer EngagementView and manage account informationPay bills,
and view history of billsView graphical energy or water usage
historyReport problems with services or billsView service outages
on a map and report service outages Receive messages and alerts
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Agenda Elevator PitchValue Proposition and
FunctionalitySales OpportunitiesProspects and Ramp-Up Target
SegmentsRamp-Up Details, Resources, and ContactsAppendix
(Supporting Material)
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Sales OpportunitySAP Utilities Customer
EngagementExisting & Net New SAP Utilities
customersCross-/Up-sell opportunities with SAP and partner
productsSAP Mobile Platform (Syclo Applications)2013 SAP AG or an
SAP affiliate company. All rights reserved.#Price List EntriesSAP
Utilities Customer Engagement PricingMetric
Average deal sizeLow-end: 75K 100 KHigh-end: 1.0 1.5M
Platform SKU - User TiersMaterial NumberMetricSales UnitList
PriceMax Price per TierEURUSDEURUSDSAP Sybase 365 Brand Mobiliser
up to 5 units7016159aActive
User100,00067,000100,500335,000502,500SAP Sybase 365 Brand
Mobiliser 6 - 20 units7016159bActive
User100,00047,00070,5001,040,0001,560,000SAP Sybase 365 Brand
Mobiliser 21 - 50 units7016159cActive
User100,00033,00049,5002,030,0003,045,000SAP Sybase 365 Brand
Mobiliser 51 - 100 units7016159dActive
User100,00020,00030,0003,030,0004,545,000SAP Sybase 365 Brand
Mobiliser 101 - 500 units7016159eActive
User100,00010,00015,0007,030,00010,545,000SAP Sybase 365 Brand
Mobiliser above 500 units7016159fActive
User100,0006,70010,050N/AN/ASAP Sybase 365 Money Mobiliser Platform
up to 5 units7016038aActive
User100,000200,000300,0001,000,0001,500,000SAP Sybase 365 Money
Mobiliser Platform 6 - 20 units7016038bActive
User100,000140,000210,0003,100,0004,650,000SAP Sybase 365 Money
Mobiliser Platform 21 - 50 units7016038cActive
User100,000100,000150,0006,100,0009,150,000SAP Sybase 365 Money
Mobiliser Platform 51 - 100 units7016038dActive
User100,00060,00090,0009,100,00013,650,000SAP Sybase 365 Money
Mobiliser Platform 101 - 500 units7016038eActive
User100,00030,00045,00021,100,00031,650,000SAP Sybase 365 Money
Mobiliser Platform above 500 units7016038fActive
User100,00020,00030,000N/AN/ASAP Utilities Customer Engagement up
to 5 units7016175aActive User100,00075,000112,500375,000562,500SAP
Utilities Customer Engagement 6-20 units7016175bActive
User100,00050,00075,0001,125,0001,687,500SAP Utilities Customer
Engagement, 21-50 units7016175cActive
User100,00038,00057,0002,265,0003,397,500SAP Utilities Customer
Engagement, 51-100 units7016175dActive
User100,00023,00034,5003,415,0005,122,500SAP Utilities Customer
Engagement, 101-500 units7016175eActive
User100,00012,00018,0008,215,00012,322,500SAP Utilities Customer
Engagement, above 500 units7016175fActive
User100,0008,00012,000N/AN/ASAP Sybase 365 mPayment up to 5
units7016161aActive User100,00018,70028,05093,500140,250SAP Sybase
365 mPayment 6 - 20 units7016161bActive
User100,00013,00019,500288,500432,750SAP Sybase 365 mPayment 21 -
50 units7016161cActive User100,0009,30013,950567,500851,250SAP
Sybase 365 mPayment 51 - 100 units7016161dActive
User100,0005,6008,400847,5001,271,250SAP Sybase 365 mPayment 101 -
500 units7016161eActive User100,0002,8004,2001,967,5002,951,250SAP
Sybase 365 mPayment above 500 units7016161fActive
User100,0001,9002,850N/AN/ASybase 365 Mobiliser Reporting
Module7016177User1100150N/AN/AAn Active User is any individual that
performs transactions Using the Software in a given calendar
quarter. Where the Active User is a consumer (i.e. an individual
performing transactions solely on his or her own behalf as an
individual, and not in conjunction with his or her employment
and/or on behalf of any other individual(s) and/or entity(ies)),
the additional requirement of an SAP Named User license is waived.
2013 SAP AG or an SAP affiliate company. All rights reserved.#
Pricing Examples2013 SAP AG or an SAP affiliate company. All
rights reserved.#Example 1ASSUME:Existing SAP Customer using
scenario for SMS based consumer services for 100K ConsumersPlatform
SKU - User TiersMaterial NumberMetricSales UnitList PriceEURUSDSAP
Sybase 365 Brand Mobiliser up to 5 units7016159aActive
User100,00067,000100,5002013 SAP AG or an SAP affiliate company.
All rights reserved.#Example 2ASSUME:Existing SAP Customer using
scenario for 1 million consumers with full Mobile scenario
including Mobile payments thru SAP Mobile PlatformPlatform SKU -
User TiersMaterial NumberMetricSales UnitList PriceMax Price per
TierEURUSDEURUSDSAP Sybase 365 Money Mobiliser Platform up to 5
units7016038aActive User100,000200,000300,0001,000,0001,500,000SAP
Sybase 365 Money Mobiliser Platform 6 - 10 units7016038bActive
User100,000140,000210,000700,0001,050,000SAP Sybase 365 mPayment up
to 5 units7016161aActive User100,00018,70028,05093,500140,250SAP
Sybase 365 mPayment 6 - 10 units7016161bActive
User100,00013,00019,50065,00097,500SAP Utilities Customer
Engagement up to 5 units7016175aActive
User100,00075,000112,500375,000562,500SAP Utilities Customer
Engagement 6-10 units7016175bActive
User100,00050,00075,000250,000375,000496,700745,0502,483,5003,725,2502013
SAP AG or an SAP affiliate company. All rights reserved.#SAP
Utilities Customer Engagement Licensing Model Active user-base
approach (any user accessing the system once a quarter) Tier-based
approach cumulative pricing (sold in blocks: 100K active users)
Mobiliser Platform includes UI 5 and Brand Mobiliser Mobiliser
Platform is a prerequisite for: mBanking, mPayment, mTop-up,
mRemittance DB has to be licensed separately
SAP Sybase 365 Money Mobiliser PlatformSAP Sybase 365 Mobiliser
PlatformSAP Sybase 365 Brand MobiliserSAP Sybase 365 Smartphone
MobiliserSAP Utilities Customer EngagementIBM DB2Oracle DBSAP
Sybase 365 mPayment2013 SAP AG or an SAP affiliate company. All
rights reserved.#Calendar qtrUser based and tier based approach
23System ContextThe rich client application is built based on
Sybase365 Mobiliser and connects to the SAP ERP backend system.The
ERP backend system is the leading system and requires the Industry
Solution Utilities (IS-U) and the Contract Accounts Receivable and
Payable (FI-CA) Add-ons.All data persistency is maintained
exclusively at the ERP backend level. The client app is an online
hybrid application that is communicating to the ERP backend system
by calling Web Services on the Sybase Mobiliser Platform in a
request/response manner.In the first version, the client app will
run on iPhone and Android smartphone devices.SAP ERPIS-U &
FI-CA
Sybase MobiliserPlatformCRM integration, and expansion to
tablets and other platformsplanned for the future.2013 SAP AG or an
SAP affiliate company. All rights reserved.#24Development Component
Model Overview
Consumer componentSAP UI5 framework based Native mobile
application for Android and iOS.This component would be developed
based on the SAP UI5 framework provided by the TIP Core User
Interface team. The packaging for the respective platforms would be
done using the Phonegap framework.Consumer adaptationUtility Web
Services, based on Sybase Mobiliser 5.1 and SAP Java
ConnectorPlatform adaptationSAP ECC 6.0 EhP4 based ABAP Add-on,
comprising of RFC Enabled Function Modules, based on the following
IS-U and FI-CA Add-onsPlatformSAP ECC 6.0 EhP4 , up to EhP6with the
SAP IS-U and SAP FI-CA Add-ons2013 SAP AG or an SAP affiliate
company. All rights reserved.#Platform The SAP ECC Backend is the
Business Process Platform providing the necessary Utility Industry
processesPlatform Adaptation The mUtilities Add-On component wraps
around the Utility Platform APIs and exposes the Utility processes
as RFC enabled Function Modules for consumption by
MobiliserConsumer The consumer of the Utility Business Process
would be the Mobile applicationConsumer Adaptation A new set of
services developed on Mobiliser 5.1 which exposes the Platform
adaptation layers functionality to the Consumer as standard Web
Services. There will be no business logic handling in this layer
and SAP ECC backend would be the leading system for the business
process handling aspects.
25Mobiliser Content DevelopmentSAP Utility Customer Engagement
LayerDAO LayerBusiness Logic LayerService EndpointUtilities Service
ContextSAP ECCIS-UT API LayerFI-CA API LayerSAP
implementationHibernate implementationExternal
implementationMobiliser database3rd Party Utility system2013 SAP AG
or an SAP affiliate company. All rights reserved.#AgendaElevator
PitchValue Proposition and FunctionalitySales
OpportunitiesProspects and Ramp-Up Target SegmentsRamp-Up Details,
Resources, and ContactsAppendix (Supporting Material)
2013 SAP AG or an SAP affiliate company. All rights
reserved.#SAP Utilities Customer Engagement Target
customersHubNameProduct nameName of Product VersionEHPAustraliaAGL
Corporate Services Pty LimitedSAP Customer Relationship ManaSAP CRM
5.00AusgridSAP R/3SAP R/3 4.6C0ConnectEast Pty LtdSAP Customer
Relationship ManaSAP CRM 5.00Electricity Retail CorporationSAP
Utility Customer E-ServiceSAP Utility Customer E-Service0Origin
Energy Services LtdSAP Customer Relationship ManaSAP Customer
Relationship Mana0SPI (Australia) Assets Pty LtdSAP ERPSAP ERP
6.03Veolia Environmental ServicesSAP Utilities - Customer CareSAP
Utilities - Customer Care0ChinaSHENZHEN POWER SUPPLY CO.,LTDSAP
ERPSAP ERP 6.00XinAo (China) Gas Investment LimitedSAP Customer
Relationship ManaSAP CRM 20072Hong KongCLP Power Hong Kong Limited
SAP CRM Enhance PackageEnhancement Package 2 for SAP0The Hong Kong
and China GasSAP ERPSAP ERP 6.00The Hongkong Electric Co LtdSAP
Customer Relationship ManaSAP CRM 5.00IndiaChhattisgarh State Power
DistributionSAP Utilities - Customer CareSAP Utilities - Customer
Care4Corporate Ispat Alloys LimitedSAP Customer Relationship
ManaSAP CRM 20070Department of Energy and Power,SAP Customer
Relationship ManaSAP Customer Relationship Mana0Gail India LtdSAP
ERPSAP ERP 6.00GSPC Gas Company LimitedSAP ERPENHANCEMENTPACKAGESAP
enhancement package 4 for0Hindustan Construction Company LtdSAP
ERPSAP ERP 6.00Mundra Port & Special Economic ZoneSAP ERPSAP
ERP 6.00Noida Power Company LimitedSAP ERPSAP ERP 6.01Punjab State
Power Corporation LimitedSAP ERPSAP ERP 6.01Reliance Communications
LimitedSAP ERPSAP ERP 6.00Reliance Infrastructure LimitedSAP R/3SAP
R/3 4.6C0Tata Consultancy Services LtdSAP NetWeaverSAP NetWeaver
7.0 (2004s)0Tata Power Delhi Distribution LimitedSAP ERPSAP ERP
6.00The Tata Power Company LimitedSAP ERPSAP ERP 6.01Torrent Power
LtdSAP ERPSAP ERP 6.00JapanDohei Co.,Ltd.SAP Utilities - Customer
CareSAP Utilities - Customer Care0KYUSHU ELECTRIC POWER CO.,INC.SAP
NetWeaverSAP NetWeaver 7.0 (2004s)0Sala Business SolutionsSAP
ERPSAP ERP 6.00MacauCEM MacauSAP ERPSAP ERP 6.00MalaysiaPerbadanan
PutrajayaSAP ERPSAP ERP 6.00Sabah Electricity Sdn BhdSAP
ERPENHANCEMENTPACKAGESAP enhancement package 6 FOR0Syarikat SESCO
BerhadSAP ERPSAP ERP 6.00MaldivesMale Water & Sewerage
CompanySAP ERPSAP ERP 6.00MauritiusCentral Electricity BoardSAP R/3
EnterpriseSAP R/3 Enterprise 4.7x110 (Ex0New ZealandContact Energy
Ltd SAP CRM Enhance PackageSAP enhancement package 1 for4Mighty
River PowerSAP NetWeaverSAP NetWeaver 7.0 (2004s)1PakistanKarachi
Electric Supply CompanySAP ERPSAP ERP 6.00PhilippinesManila Water
Company, Inc.SAP ERPSAP ERP 6.00SingaporeSingapore Power LtdSAP
ERPSAP ERP 6.04SP Services LimitedSAP ERPSAP ERP 6.00Tuas Power
LtdSAP Customer Relationship ManaSAP CRM 20073South KoreaChoongnam
City Gas Co., Ltd.SAP ERPENHANCEMENTPACKAGESAP enhancement package
3 for3SK E&S Co., Ltd.SAP ERPSAP ERP 6.03ThailandMetropolitan
Electricity AuthoritySAP ERPSAP ERP 6.00Provincial Electricity
AuthoritySAP R/3 EnterpriseSAP R/3 Enterprise 4.7x110 (Ex02013 SAP
AG or an SAP affiliate company. All rights reserved.#Top 5
Questions to Ask Your Utilities CustomersDo you want your consumers
to get real-time information on their accounts, bills, service
request, and outages?Do you want to provide an option to consumer
to provide their meter reading instead of meter reading traveling
to their premises?How does the customer communicate in case of
outages and do you want to proactively engage with your
consumers?Do you want to reduce the number of phone calls you
currently get for simple functions, like updating a billing address
or checking on a reported issue? Does your customer service
strategy aim to expand to the consumers through the most rapidly
growing channel - mobile?
2013 SAP AG or an SAP affiliate company. All rights
reserved.#AgendaElevator PitchValue Proposition and
FunctionalitySales OpportunitiesProspects and Ramp-Up Target
SegmentsRamp-Up Details, Resources, and ContactsAppendix
(Supporting Material)
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Key resources & contactsSAP Utilities Customer
Engagement
Utility B2C Mobile Solutions: Juergen Kuehman/Rakesh GandhiB2C
Mobile Product Owner: Anu AgarwalmCommerce Head: Matthew Talbott
Marketing: Roland Gonzalez, Katie Moser GD Shantanu Garg
Industry : Phillip VaughanIBU: APJ-Sharon ChoongAPJ Mobile CoE:
Sanjay Makhijani2013 SAP AG or an SAP affiliate company. All rights
reserved.#31AgendaElevator PitchValue Proposition and
FunctionalitySales OpportunitiesProspects and Ramp-Up Target
SegmentsRamp-Up Details, Resources, and ContactsAppendix
(Supporting Material)
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Start Screen What is this all about?On the Start Screen,
certain actions are available without the user even having to
login.
Key Product FeaturesOne tap to view the Outage Map with current
outage informationContact Us tile will lead to phone numbers and
other ways for users to get in touch Carbon Information is an
examples of how important information from the Utility can be
shared via a special tileReport issue will allow the user to report
problems or outages
Customer Engagement 2.0 App2013 SAP AG or an SAP affiliate
company. All rights reserved.#33Landing Screen after Login (1)Key
Product FeaturesEach tile has important information related to the
account so the user doesnt have to go any further to see high level
details.
Bills shows the amount of the next bill that is due and the due
date for the payment.
Service Usage gives a snapshot of the usage from the most recent
billing periods
Alerts and Messages shows the subject for any messages specific
to the user and the number of new messages available
2013 SAP AG or an SAP affiliate company. All rights
reserved.#34Landing Screen after Login (2)Key Product FeaturesBy
swiping user can get to additional tiles. Tiles available before
login are still accessible
Services will show the different properties for the user and the
services that are connected for each one
Payment Accounts allows the user to manage the credit cards and
bank accounts associated with the account and manage automatic
payment
2013 SAP AG or an SAP affiliate company. All rights
reserved.#35Bill PaymentKey Product FeaturesCan view the current
bill with amount due and due date. Details of the bill are also
available.
History of bills can be filtered by All or Unpaid to give quick
access to pay all unpaid bills.
For historical bills The due date or paid date of the bill is
displayed along with the amount. Bill details can be viewed for
historical bills as well
2013 SAP AG or an SAP affiliate company. All rights
reserved.#36Bill SummaryKey Product FeaturesProvides all relevant
details for the bill including Bill Date, Due Date, Bill Amount,
and Amount Due
Once click to go to the payment screen to make a payment
Bill can also be viewed in pdf or other device supported
format
2013 SAP AG or an SAP affiliate company. All rights
reserved.#37Report Problem/OutageKey Product FeaturesView/choose
the type of problem or outage to report
Problem types are configurable by the utility company
Can view history of previously reported problems and outages
Can take photos and specify location for problems/outages on
subsequent screens
2013 SAP AG or an SAP affiliate company. All rights
reserved.#38Key Product FeaturesGuided, wizard like flow to capture
all relevant information for the problem
Summary page for user to review entries before submitting the
problemProblem Report Flow
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Problem Report Flow39Key Product FeaturesCan view the
outages in a Map or List viewDetailed outage information is
displayed by tapping on the pinCan search the map for an address or
search the list by descriptionAll standard map features available
such as zoom in/out, and panThe legend gives the meaning of the
pins in terms of severity of the outageUtility can configure the
center of the outage mapOutage Map and List
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Key Product FeaturesUsage is viewed by billing period Two
views are supported, current usage, or compare with previous year
Usage can be viewed as a bar or line graphThe user can change the
billing periods that are displayed
Usage Information
2013 SAP AG or an SAP affiliate company. All rights
reserved.#MenuKey Product FeaturesMenu contains important but less
frequently used actionsUser can view profile, change settings, get
app information or sign out
2013 SAP AG or an SAP affiliate company. All rights
reserved.#Thank You!Contact information:
Sanjay MakhijaniDirector, SAP Mobile Solutions - APJ+65 9236
20882013 SAP AG or an SAP affiliate company. All rights
reserved.2013 SAP AG or an SAP affiliate company. All rights
reserved.#43