1crm.jpg

Source: SAP

 

The legal disclaimer applies that things in the future are subject to change.

 

Is CRM changing? Yes, where is it coming from? Utilities

Meter to Cash solution

Some run CRM some do not

10 years ago - CRM was at its peak

3crm.jpg

Source: SAP

Billing/metering - mass at scale

1998 - production was king

 

2018 -Customer is king

Started with deregulation

 

Billing/meter reading is commodity process

How about the customer?

Bundle, market, digital customer experience

 

Enterprise Back office - still running - large application with TB - EAM

Still big system of records, upgrade, 80 to 90% of IT budget

Business - need new systems - something quickly - customer experience

Mobile app

Quicker faster

Where do them?

BI-modal IT

Need new solutions that fulfill customer experience

 

What is the future of CRM?

Is over; no more CRM - discontinuing CRM the way it was built

4crm.jpg

Source: SAP

Roadmap

Sales, service marketing, commerce, industry (CRM)

Was a sidecar

Separate system; data replicated with middleware

 

Customer Management S/4HANA Sales Service Industry

  • took sales and service and put it in S4
  • Big decision
  • Functional and technical like by like
  • Same, no more middleware
  • In one box
  • This is customer box

Marketing and commerce? Need to go to c/4HANA

 

Sales and service in C4 is new design

S4 is existing design

C4 is linked with cloud connector

 

Marketing, sales - go to C4

 

Can run side by side (S4/C4)

5crm.jpg

Source:SAP

City of Plentywood - still running CIC0

Customer interaction center

Upgrade to S4

6crm.jpg

Source: SAP

CIC0 is discontinued

Customer Service can run S/4HANA Customer Management instead of CIC0

Improved views and process are available in customer management

Custom processes (FOP) can be reused

  • service
  • Metering
  • Bill to cash

Net New customer look at C/4HANA first

7crm.jpg

Source: SAP

A move in takes me less than 3 minutes - CSR; this was demonstrated in the session

 

 

Customer management looks like Fiori

9crm.jpg

Source: SAP

Find customer, customer not found, create new customer, moving into territory - phone, email

 

Left side customer, right side split screen

Link to premise

Directly to move in

ISU move in

Fast move in

See top - system suggests

Contract template, put in meter reading

Create interaction record - 2 minutes and 20 seconds

 

 

Source: SAP8crm.jpg

 

Customer Service specialists - new Fiori theme - web client UI - configurable, extensible

Add on to S4HANA - download from SAP, install in S4, part of S4 cannot de install it

 

In 2 or 3 releases, no longer an add-on

Part of S4 no more middleware

Harmonize data model

10crm.jpg

Source: SAP

Right side - all green boxes - what is available for Customer management now

 

Cleaned up data model

Customer vendor integration - 1 business agreement

Contract account - point to contract agreement

11crm.jpg

Source: SAP

HANA free text search

System will find

Productivity

12crm.jpg

Source: SAP

BP overview

  • how call process

13crm.jpg

Source: SAP

Interaction records

15crm.jpg

Source: SAP

16crm.jpg

Source: SAP

Billing agent now - bill information and correction

Better user interface than ISU

17crm.jpg

Source: SAP

FI CA is there there

18crm.jpg

Source: SAP

19crm.jpg

Source: SAP

20crm.jpg

Source: SAP

 

Fast Move in Move Out - contract template, parked document

21crm.jpg

Source: SAP

 

Transaction launcher

  • old transaction - FPL9 - look at new ones first

 

Scope List (see blog)

 

Contract management - currently working on that (3 ways)

  • ISU transaction
  • Fast move in move out
  • CRM contract management

“Selling of energy products”

 

Roadmap

 

Today - deregulated customers

22crm.jpg

Source: SAP

 

S/4HANA Customer management architecture

 

Could start from Fiori launchpad

24crm.jpg

Source: SAP

Connect to contact center

 

Migration scenario (CRM to S4)

  • interaction center

Configure S4 (can’t transport)

  • manual migration of configuration
  • Manual migration of enhancements
  • Takes less time

 

CIC0 customer migration

  • no EC20
  • Technical upgrade - upgrade framework - search
  • Special license - basic CIC license
  • Option to improve - enterprise edition (nice screens) - smart search, move in move out
  • Option to discuss
  • Technical upgrade - quick

25crm.jpg

Source: SAP

S4 Utilities Customer Management - use a simplified CRM - embedded in S4 - TCO reduction

 

Offers "a delightful user experience" - fresh Fiori 2.0 UI theme, 50+ standard processes and improved performance through SAP HANA

 

Planned roadmap

23crm.jpg

Source: SAP