jörg alexander ferchow, solution management, ibu · pdf fileausblick auf die...
TRANSCRIPT
Ausblick auf die zukünftige Roadmap von SAP Utilities
Jörg Alexander Ferchow, Solution Management, IBU Utilities
February, 2015
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2Customer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission o f SAP. This
presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obl igation to pursue
any course of business outlined in this document or any related presentation, or to develop or release any functionality ment ioned 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 in 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
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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´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ material ly 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.
Legal disclaimer
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 3Customer
Trends und Themen in der Versorgungswirtschaft
Technology
trends
Line of
Business
trends
Smart Grid
Klimawandel
Neue Geschäftsmodelle
Customer Collaboration
Mega-Cities
Erneuerbare Energien
Elektromobilität
IT/OT Integration
Internet of Things
Cloud
Big data
Business Intelligence and
Advanced Analytics
Mobile Anwendungen
Sensor Technologie
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 4Customer© 2014 SAP SE or an SAP affiliate company. All rights reserved. 4This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP atany time for any reason without notice. 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
Customer
Value Map: So haben wir die Fokusthemen aufgeteilt
The Intelligent Grid
Enable installation and maintenance of smart meters and fast access to high volumes of meter data
Analyze Big Data from IT and operational technologies in real
time to support smart grid processes Link demand- and energy-efficiency activities with marketing
campaigns and other customer processes
Interact with customers to boost acceptance of the smart grid so they gain more of its benefits
Customer Experience
Gain real-time insights into customers and markets and target them with personalized offers
Serve effectively and communicate meaningfully through the
customers’ preferred channels Collaborate as one team to provide the best offer to your
high-value customers
Efficiently handle all products and services in billing, invoicing, and collections
Energy Supply Chain Optimization
Power plant operators must manage the fuel supply chain from initial planning, scheduling, and operations right through
to final settlement in a consistent manner.
Utilities need to execute the reconciliation between capacity and demand
Companies need to fulfil sustainability requirements to
improve environmental and social performance
Operational Efficiency for Plants and Grids
Meet project budgets and improve the allocation of project resources
Optimize maintenance strategies based on asset criticality,
and track asset health and performance Work with suppliers to expedite asset information and give
feedback on operating performance
Confidently grow your business while maintaining safe and reliable operations
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 5Customer
Recent innovations Future directionPlanned innovations
Innovation highlights in utilities Energy Supply Chain Optimization
Enhancements to Strategic
Freight Management
SAP Manufacturing Integration
and Intelligence (SAP
MII) application
Enhanced SAP Commodity
Procurement
Enhanced dashboards and
commodity analytics
Supply chain collaboration in
business networks
Waste-to-Energy
SAP Transportation Management
application powered by SAP
HANA
Placeholder
SAP Sustainability Performance
Management
Sustainability Reporting: Cloud-
based next generation solution
provides users visibility into non
financial performance across
entire value chain
More innovations
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 6Customer
Recent innovations Future directionPlanned innovations
Innovation highlights in utilitiesOperational Efficiency for Plants and Grids
SAP Environment, Health, and
Safety Management application
for incident management and risk
assessment
Functional and usability
enhancements for SAP Portfolio
and Project Management
Usability improvements in the
SAP Enterprise Asset
Management Solution
Visualization of technical objects
via SAP 3D Visual Enterprise
applications
Improvements in Asset
Operations Maintenance based
on innovation requests from
different user groups
Management of change (MOC)
Risk assessment improvements
to the SAP Environment, Health,
and Safety Management (SAP
EHS Management) application
Air emissions inventory
management with the SAP
Environment, Health, and Safety
Management application
Collaboration in the cloud for
asset information
Further real-world awareness
(Internet of Things) and M2M
connectivity
Cloud-based applications for
transactional and collaborative
scenarios
SAP Predictive Maintenance and
Service – Cloud Edition
More innovations
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 7Customer
Recent innovations Future directionPlanned innovations
Innovation highlights in utilitiesThe Intelligent Grid
HANA Platform for Utilities:
Accelerated Energy Settlement
on SAP HANA
IT/OT-Integration Scenario Asset
Health Monitoring*
Continuous innovations to SAP
AMI Integration for Utilities
software, for example, device time
stamp
Utilities IT/OT Integration
Scenarios on the IoT Enabled In-
Memory Platform-as-a-Service
SAP HANA Live: operational
reporting for utilities in the SAP
ERP application
SAP HANA Live for Utilities
Type Ahead Search based on
SAP HANA
Continued Enablement and
Extensions based on SAP HANA
Provision of Flexible deployment
options (Cloud vs. On-Premise)
Utilities: energy data
management – enhanced
monitoring of profile-value imports
More innovations*Details coming soon
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 8Customer
Recent innovations Future directionPlanned innovations
Innovation highlights in utilitiesCustomer Experience
SAP HANA Live: operational
reporting for utilities in the
SAP CRM application
Enhancements for Utilities Retail
Customers
Omni-channel Commerce &
Customer Engagement
SAP Multichannel Foundation for
Utilities Predictive sales analytics
One field search in Interaction
Center (HANA smart search)
SAP Multichannel Foundation for
Utilities enhanced
HANA Live Content & Use
Cases for CRM for Utilities
Cloud for Customers (C4C) in
Utilities (additional scenarios)*
Continuous Innovation for CRM
for Utilities*
More innovations*Details coming soon
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 9Customer
Die Treiber des Wandels beim Umbau der Versorgungswirtschaft
Exploit New Business
Opportunities
Act Digital
Run Efficiently
External Drivers
Internal Drivers
Utility
Transformation
Customer Centric
Nuclear Power
Phase-Out
Energy
Revolution
Liberalization
Cost
Pressure
Profitable Power
Generation
Stable Energy
Grid
Market-
differentiation
Technological
Progress
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 10Customer
Die Technologietreiber für das digitale
Energieversorgungsunternehmen
Cloud Mobile Social Media Big Data / HANA
General
Utilities
• ~80% of new software in
2013 was available as
cloud services
• Facilities business
partner collaboration
• Offers innovative energy
services
• Today, mobile devices
are the primary method
of internet access
worldwide
• Increased customer
interaction
• Efficient channel to bring
new services
• There will be 1.4 billion
social media users in
2014
• Monitoring of customer
sentiment
• Involve customers in
energy program
development
• Data volume for
enterprise applications is
doubling every 18
months
• Analyze huge data
volumes to enable and
accelerate business
decisions
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 11Customer
Die Prioritäten der Energieversorger
Secure Margin for Commodity
Build service factories for cost-to-serve reduction
Defend customer base
Improve customer intimacy
Commodity BusinessOptimizing status quo
Business Priorities Business Priorities
Differentiate from Competition
Provide individual customer experience
Develop innovative products and services
Reduce Time to Market for new products
New BusinessBuilding new business models
Com
ple
xity
<2005 <2015 >2015
■ Focus on secure energy supply
■ No customers, just points of delivery
Utility 1.0■ Change to service provider
■ Limited product portfolio
■ Differentiation with price
■ Change to Full Service Provider
■ Industrial supply of individual products for
customers
■ Customer Experience Management as
critical success factor
■ Integration in Business Networks
Time
Utility 2.0Utility 3.0
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 12Customer
Die Verteilung des IT Budgets
Drive business
innovation
Keep the
lights on
25%
75%
Drive business
innovation
Keep the
lights on
Status Quo In Zukunft
Simplify
Innovate
Imperative für die IT:
Commodity
BusinessOptimierung des
Status Quo
New BusinessNeue Geschäftsfelder
erschließen
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 13Customer
Wo genau kann das „Simplify“ Prinzip ansetzen?
Business View IT View
User Interface■ Involve customers with integrated
multichannel
■ Make users more efficient and effective
Open standards and interfaces
OData-Services, Multichannel
Applications
■ Bring new business models faster to
the market
■ Differentiate your business with new
services
Lean and flexible based on integrated platform
Mobile Apps, sUtilities
Functions■ Get better insight in your business and
make it more predictable
Standardized key functions provided by platform
Predictive Analytics, Time series Management,
Geospatial
Data
■ Get real 360 view on customers,
partners and assets
■ Build new business models leveraging
integrated data view
Common data model without redundancies and
aggregations
In memory, Virtual Data Models
Operations■ Deploy new functions more rapidly
■ Cut down operating cost
Flexible sourcing models
SaaS, IaaS, PaaS, on premise
1
2
3
4
5
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 14Customer
Überblick: SAP Roadmap for UtilitiesHighlights
Industry-specific solutions for utilities on the SAP HANA platform
SAP Customer Relationship Management (SAP CRM)
application powered by SAP HANA
SAP Multichannel Foundation for Utilities software
Conditional billing
Continuous innovation for SAP AMI Integration for
Utilities software
Customer connection (various topics)
Prepayment functionality for utilities companies
SAP CRM Interaction Center rapid-deployment solution
for use in utilities (enhanced)
SAP Energy Demand-Side Management for Utilities application
SAP Utilities Customer Engagement mobile solution
Side-panel adoption utilities
Fuel Supply Chain Management
Waste to energy
Industry-specific solutions for utilities on the SAP HANA platform
SAP HANA Live for utilities
SAP Multichannel Foundation for Utilities
SAP Business Suite powered by SAP HANA: accelerated energy-data management settlement
SAP CRM powered by SAP HANA: one field search in
interaction center
Legal changes and localization in selected countries
Convergent sales and integration
Solution roundoffs (device management and so on)
Country-specific enhancements (German metering)
Cloud-based offerings for utilities
SAP Data Management portfolio for utilities
Continued enablement and extensions based on SAP
HANA
Continued support for localized processes and compliance requirements
Predictive analysis of critical assets for predictive
maintenance
Collaborative business networks
Improved user experience for SAP Business Suite
Future directionRecent innovations Planned innovations
Die detaillierte Roadmap befindet sich auf dem
SAP Servicemarktplatz
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 15Customer
Planned Roadmap for the Digital Utility
Launch
ERP on HANA 1.0
(based on EhP 6, excluding
Utilities processes)
Launch
IS-U on HANA
(based on EhP 7 SP02,
including Utilities processes)
• MultiChannel 1.0 SP03
• CRM HANA Smart Search IC
• HANA Live for Utilities
• CRM for Utilities (e.g. B2B)
• Cloud for Customer (B2B)
• AMI Enhancements
• Integration CI with IS-U
• FI-CA Manager KPI Cockpit
• EAM Usability improvements
• Syclo WM 6.2 & SMP 3.0
• SAP Business Network
• Field Glass Acquisition
• MultiChannel 2.0
• Hybris Integration
• Customer Engagement Intelligence
• HANA Live for Utilities cont.
• Accelerated Energy Settlement
• EDM Optimizations / EDM Cockpit
• CRM HANA Smart Search IC final delivery
• CRM/ERP co-deployment
• Predictive Maintenance / Asset Health
• Further IT/OT customer/SAP development
• Customer Connection: EAM & CRM for
Utilities
Launch
CRM on HANA 1.0
(based on EhP2 including
Utilities processes)
Q4/2012 Q1/2013 Q2/2013 Q4/2013 Q1-Q4/2014 2015+
Mainstream Maintenance… …extended until 2025
2020 2025Q-Shipments
…
Q-Shipments
…
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 16Customer
Strategische Themen für die Versorgungswirtschaft
• Deliver planned Multichannel versions 1.2
& 2.0 and complete roadmap; support first
customers
• Investigate into Hybris integration to offer
as well e-commerce capabilities to forward
thinking energy retail companies
• Elaborate and work on cloud options for
Omni Channel / Multichannel topic
• Cloud for Customer B2B use case
• Further cloud investigations, define further
use cases
Customer Engagement
• Deliver planned HANA optimizations (e.g.
Accelerated EDM Settlement)
• Continue & finalize IS-U/CRM on HANA
Live content
• Support upcoming HANA PoCs
• Support first IS-U on HANA customers
• CRM/ERP co-deployments to reduce TCO
in OP and HEC
• Finalize Convergent Sales and B2B
Core Business - Bill2Cash
(IS-U, CRM)
• Support asset-centric use cases with
partner (e.g. asset health development)
• Continue wind park monitoring PoCs
(various customers, initiate research
project)
• Leveraging the new time series data type
in SAP HANA for Utilities; EDM cockpit
• Align with M2M program and support
definition of reuse components for the IoT
platform
• Analyze CIM industry standards to be able
to support convergence of the IT & OT
world in a Smart Grid; high demand for
analytical platforms
IT/OT & Smart Grid
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 17Customer
Suite on HANA hat einen überzeugenden Wertbeitrag für die
Versorgungswirtschaft
Utilities should use
Suite on HANA (SoH)
Improve
business
processes
Operational Efficiency
Asset Productivity
Operational Reporting –
Insight-to-Action
Customer Service
Regulatory Compliance
Sales Efficiency
Create new
innovative
solutions
HANA Engines
Innovative SAP
Solutions
Partner Solutions
Secure
compliance
Unified view on
business relevant
data
Reduce IT cost
Simplified IT
landscape
Reduced
administration effort
Less data through
less redundancy
Deploy SoH
easily and
flexibly
Deployment options
Rapid deployment
solutions (RDS)
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 18Customer
Performance Report: Optimierung mit Suite on HANA
10% of the optimized reports/transactions are faster by factor >100
30% of the optimized reports/transactions are faster by factor >10 and <100
60% of the optimized reports/transactions are faster by factor <10
Max improvement factor was realized for report RFBELJ00 with factor 978 (FIN)
Best improvement factor for a transaction is 249 for V23 (SD)
Average improvement factor is 55
© 2014 SAP SE. All rights reserved. 18
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 19Customer
Performance Verbesserungen für CRM for Utilities on HANA
B2C
• Average E2E time performance improvement on HANA is a
factor of 2x
• 83% of test cases improved on HANA in the range of 1.3x – 4x
B2B
• Average E2E time performance improvement on HANA is a
factor of 2x
• 91% of test cases show improvement on HANA in the range of
1.3x – 4x
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 20Customer
Performance Highlights für IS-U (Release Q4/2013)
7 Utility Key transactions (typical batch chain)Meter Reading Preparation/Upload/Download/Estimation, Billing, Invoicing and Bill Print
Archiving
Equal
Equal
Data Compression6x
Restricted shipment: Intercompany Data Exchange (IDE) and Migration Workbench are restrictively available.
See release note 1865866.
Meter Reading ProcessesFaster
Monitoring of Meter Reading and Billing Processes30% faster
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 21Customer
Real-time Value of Utilities powered by SAP HANAMaking Your Utilities B2C Business Run Faster
83% of utilities-specific B2C test
cases improved on SAP HANA*
Wildcard search for premise address
takes only 26% of the time on SAP
HANA*
Save 70% of the time on SAP
HANA* when displaying the account
overview
Save 60% of the time on SAP
HANA* when copying an energy
quotation
Instant evaluations for real-time data
Change an energy contract on SAP
HANA* in 40% of the time
* Compared to a conventional databaseResults may vary depending on hardware and size of data
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 22Customer 22© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Wie steht es um die Qualität der
intervallgemessenen Daten für meine nächste
Energiebilanzierung?
Gibt es fehlende periodische
Ableseergebnisse für meine aktuelle
Abrechnungsperiode?
Funktioniert gerade der Datenaustausch mit
meinen Marktpartnern?
Wie lasse ich die Transaktionen SQVI oder
SE16 laufen, ohne das System lahmzulegen?
Habe ich die richtigen Geräte für den nächsten Smart
Meter Roll-out auf Lager?
?
Business User
Operatives Reporting – Wo wird es benötigt?
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 23Customer 23
Large Amounts of Data
Unstructured Data
Fast Data Velocity
?Fact-Based Decisions
Real-Time Response
Integrated Process Monitoring
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Data Quality Analysis
Business User
Operationales Reporting – Welche Herausforderungen gibt es?
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 24Customer 24© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Sie müssen mit dieser Anfrage zur IT Abteilung
gehen. Dort kann man ja ein ABAP Programm schreiben! Natürlich dauert das und die
Lösung ist dann auf den definierten Scope limitiert.
Wir können uns das nicht leisten!
Wir können das Problem ohne eine
bestimmte Reportingsoftware
nicht lösen.–Wartezeiten sind also
unvermeidbar!Wir können das
Datenvolumen nicht „handlen“ – es ist
schlichtweg zu groß
Gewöhnliche Antworten auf die Reportinganforderungen – meist sehr unbefriedigend
Business User
Operationales Reporting
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 25Customer
Database
layer
Application
layer
Calculations
Calculations
Traditional Architecture In-memory Architecture
Data in
Business
Applications
Operational
Data Store
Data
Warehouse
Indexes
Aggregates
Query Results
Calculations
User Interface
Data in
Business
Applications
In-memory
Analytics
User Interface
Traditional Architecture In-memory Architecture
Die Lösung: SAP HANA vereinfacht die analytische IT Landschaft
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 26Customer
Die Lösung: SAP HANA LiveEinheitliche Sicht auf organisationsübergreifende Geschäftsprozesse
Instantaneous
transactions -
results-to-actions
Empowerment for
front-line employees
Unified view of
operations without
delay
Multi-channel Unified User ExperienceMulti-channel Unified User Experience
SAP Business SuiteSAP Business Suite
SAP NetWeaver
SA
P
NetW
eav
e
r B
W
SA
P
NetW
eav
e
r B
W
New
SA
P A
pp
sN
ew
SA
P A
pp
s
Part
ner
Ap
ps
Part
ner
Ap
ps
SAP HANA PLATFORM
Database Services
Synchronizations Services
Application Services
* SAP HANA Live is a separate package, available with SAP HANA
Out-of-the-Box
Custom-built
Open Interface
Customer ExtensionsCustomer Extensions
Personalized
Views
Personalized
Views
Personalized
Views
Personalized
Views
Personalized
Views
Personalized
Views
Private ViewsPrivate Views
Reuse ViewsReuse Views
Physical TablesPhysical Tables
SAP-
delivered
Query
Views
SAP-
delivered
Query
Views
SAP HANA Live* (VDM)
Operational
Reporting
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 27Customer
SAP HANA Live Architektur Query views are designed for direct
consumption by an analytical application (for
example based on HTML5 via OData
services based in the XS Engine) or a
generic analytical tool like SAP Business
Objects or Excel. They are always the top
view in a hierarchy of views and are not
designed for reuse in other views. The name
of a query view ends with 'Query' and
provides output fields in a format
consumable by UIs.
Reuse views expose the business data in
a well-structured, consistent, comprehensible
way covering all relevant business data in
SAP Business Suite systems. They are
designed for reuse by other views and must
not be consumed directly by analytic tools.
Customers can use the reuse views to create
customized and personalized query views.
Private views encapsulate certain SQL transformations on one or several
database tables (e.g. ERDK_COM) or even other views. They are not classified as
reuse views as they might not carry clear business semantics but are rather intended
to be reused in other views of the VDM. They are comparable to subroutines or
(private) methods in programming languages. A private view may be based on
database tables, other private views or on reuse views
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 28Customer
HANA Live Reporting SAP for Utilities
• Content version based on SAP ERP 6.0 EhP4
• „Side car“ scenario: SAP ERP 6.0 EhP4 and higher are supported
• All scenarios: Tables and table fields introduced with EhP5 and higher are not available in standard HANA
Live content
• SAP HANA Live for Utilities, edition for SAP ERP
• Meter Reading (Q2 & Q3/2014)
• Billing (Q2 & Q3/2014)
• Device Management (Q3 & Q4/2014)
• Invoicing (Q1/2015)
• SAP HANA Live for Utilities, edition for SAP CRM
• Contracts (Q3/2014)
• Opportunities (Q4/2014)
Demo
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 29Customer
SAP HANA Live deployment options
29© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Customers can add new analytics capabilities immediately without disruption to their existing landscape. Any
investment today will be valid for SAP Business Suite powered by SAP HANA.
Integrated Stack
(Business Suite powered by SAP
HANA)
SAP Business Suite(ERP, CRM, SCM,…)
SAP FrontendBOBJ
HTML 5
Any
frontend
SAP HANA
SAP HANA Live
Existing Stack BW on HANA
Integrated
Scenario
AnyDB
SAP Business Suite(ERP, CRM, SCM,…)
SAP Frontend
SAP HANA
BOBJ
HTML 5
Any
frontend
SAP HANA Live
Replication
SAP BW on
HANA
Existing Stack Sidecar Scenario
AnyDB
SAP Business Suite(ERP, CRM, SCM,…)
SAP FrontendBOBJ
HTML 5
Any
frontend
SAP HANA Live
SAP HANA Replication
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 30Customer
SAP Hana Live for Utilities, edition for SAP ERP
Target Roles
Business Users
Divisional Managers
Analysis Report Areas
Device Management
Meter Reading
Billing
Business Questions
How is the status of the device roll-out and device inspection process?
How many and what type of devices are installed?
How many and which devices are contained in a specific sample lot?
How many and which devices are to be replaced?
How is the status of the meter reading process with regard to consistency and completeness?
How many plausible/implausible meter reading results exist?
Is the meter reading order creation process complete? How many meter reading orders are missing?
How many meter readings are scheduled to be read?
How is the status of the billing process with regard to consistency and completeness?
Are the billing orders complete? How many billing orders are missing?
How many billing documents have been outsorted during billing?
How many billing documents were reversed?
How many contracts are blocked for billing?
How many contracts have been scheduled for billing?
Key Metrics
Device Management Devices
Device info records
Advanced meters
Meter Reading:
Meter reading orders
Plausible meter reading results
Implausible meter reading results
Meter reading documents
Missing meter reading orders
Scheduled meter readings
Billing:
Contracts scheduled for billing
Billing documents
Reversed billing documents
Outsorted billing documents
Missing billing orders
Billable billing orders
Non-billable billing orders
Contracts blocked for billing
Dimensions
SAP Client
Contract
Business Partner
POD
POD Status
Division
City
Region
Premise
Service Provider
Input Channel
Quotation
Campaign
Rejection Reason
Created By
Changed By
Validity Start Date
Validity End Date
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 31Customer
SAP Hana Live for Utilities, edition for SAP CRM
Target Roles
Business Users
Call center managers
Analysis Report Areas
Contract Management
Quotation Management
Business Questions
Utility Contract overview
How many do we have and in which division?
How many are active, blocked, incomplete, with errors?
How many are distributed/to be distributed?
How many are ending next week, next month, next year, next quarter?
How many are starting next week, next month, next year, next quarter?
How many we have in a certain city or region?
How many have been created on a certain date/time period?
How many in a certain timer period have been created per employee?
Utility Quotation overview
How many do we have?
How many are accepted, rejected, released, expired?
How many have been accepted, rejected for a certain campaign?
How many have been accepted, rejected in a certain region?
Key Metrics
Contract Management Number of contracts
Active contracts
Blocked contracts
Distributed contracts
To be distributed contracts
Incomplete contracts
Contracts with errors
Quotation Management Number of quotations
Accepted quotations
Rejected quotations
Released quotations
Expired quotations
Dimensions
SAP Client
Contract
Business Partner
POD
POD Status
Division
Creation date
Employee responsible
Contract Start
Contract End
Product
Product Type
City
Region
Premise
Service Provider
Input Channel
Quotation
Campaign
Rejection Reason
Created By
Changed By
Validity Start Date
Validity End Date
Digitally Connected
79%of customers spend at least 50% of total shopping time researching products online
EMPOWEREDCUSTOMERS ARE
Socially Networked
53%of customers abandoned an in-store purchase due to negative online sentiment.
Better Informed
59%of customers are willing to try a new brand to get better customer service.
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 34Customer
UTILITIES CHALLENGES TO ENGAGE CUSTOMERS AND DEVELOP CUSTOMER INTIMACY
Data is in different data sources
SAP systems /
Non-SAP /
Data in the cloud
Can’t write SQL /
Can’t wait /Need to collaborate
Business Users Expectations
Sends Request
Sends Report
Resends Report
Refines Requirement
• Visualisation
• Exploration
• Predictive Analytics
• Simulations
• Optimizations under constraints
Lack of Insight
• Volumes huge
• Aggregated & not
• Structured & not
• Current & Historic
Data Characteristics
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 35Customer
MEETING THESE CHALLENGESREQUIRES A NEW CUSTOMER ENGAGEMENT APPROACH
• Real time data sources, across all channels
• Real time insight and predictions, even on big data and changing business requirements
Real-time Customer Insights
Personalized Customer Engagement
• Proactive choose the customers to invest for growth
• Tailor the offering for each segment and customer
Effective Execution
• Not just analysis and understanding, but execution
• Close the loop with marketing and sales initiatives
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 36Customer
A holistic Platform for Customer Engagement & Commerce
Sales Marketing Service
Interaction Center
SAP CRM (On Premise)
SAP HANA
SAP
Customer
Engagement
Intelligence
Audience
Discovery
& Targeting
Social Contact
Intelligence
Customer
Value
Intelligence
Analytics
Sales Marketing Service
Social Media
Monitoring
Social
Engagement
Social
Collaboration
SAP Mobile ApplicationsAccount
Intelligence
(Mobile)
SAP Cloud for Customer
Predictive
Analytics
Hybris omni-Commerce
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 37Customer
SAP CUSTOMER VALUE INTELLIGENCEGrow your most valuable customers
• Strategic market segmentation using the current and potential value of your customers
• Prioritize of customers with behavior profiling, whitespace analysis, and buying propensity
• Personalize your engagement for every customer
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 38Customer
SAP SOCIALCONTACT INTELLIGIENCEMarket to the right people
• Follow conversations and understand customer affinities
• Track and score interactions
• Follow leads, from anonymous contacts to buying customers
• Create target groups based-on real-time conversations
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 39Customer
SAP AUDIENCE DISCOVERY & TARGETINGOptimize target groups for Omni-channel campaigns
• High performance customer segmentation on Big Data
• Great visualization & exploration tools to slice and dice data on the fly
• Optimize target groups leveraging predictive analytics
• Personalization of messages for any channel
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 40Customer
BENEFITTING FROM SAP HANA
COMBINE
massive amount of data from all available sources
SEGMENTATION
of very large data set
PREDICTIVE
power to focus engagement on the most receptive opportunities
REAL-TIME
analysis of very large data set of orders, invoices, and financial transactions
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 41Customer
Pilot
Final
Choice of
DEPLOYMENT SCENARIO Develop, Test, Deploy in any Environment or in a Hybrid
ON-PREMISE CLOUD PILOT CLOUD
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 42Customer
GLOBAL MARKETING
AT A GLANCE
• Match new interactions of contacts into existing contact profiles or create new ones
• Score the contacts to decide rule-based on the next step to follow-up with
• Help to better nurture and manage our leads
OBJECTIVE
BENEFITS
• Manage 60 million contacts
• Some of them are contacts at customers, others are not
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 43Customer
CRM for Utilities - Recently delivered Innovations
Product Modeling for Utilities faster
time-to-market of new energy products
Product Finder and Configurator
faster selection, simulation and
configuration of products for individual
customers
Optimized Price Determination faster
determination of customer-specific prices
through consolidation of all relevant price
sources
Improved Customer Interaction
processes simplified account overview,
faster customer/premise identification and
billing correction
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 44Customer
Social Media IntegrationRespond & directly interact via social channels
6. Map to
Account
4. Display of evaluated data in
interaction center agent inbox
1. Retrieve social data
from pre-defined social
channels
5. Interaction via the
social network
2. Store the raw
data from Social
Media in CRM
Customer3. Evaluation
of post using
text analysis
7. Create Service
Request to follow-
up
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 45Customer
CRM Utilities optimization: New one field search on Identification in
Interaction Center (HANA smart search)
Further planned enhancements (Side by side approach supported as well):
CRM 7.0 EhP3 SP06: Enhanced quick view, preview filter, additional search attributesCRM 7.0 EhP3 SP07: Search cross system (IS-U: invoice, device ID, premise owner, payer, etc.)
CRM 7.0 EhP3 SP08: Persistent quick view, solution round off
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 46Customer
F4 type ahead search in IS-U
• New search help functionality
(type ahead search with multi-
columns full text fuzzy search)
available with ERP 6.0 EhP7
SP07 (Q1/2015)
• Major IS-U search help objects /
transactions enabled
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 47Customer
Co-Browsing: Share the “same screen” with the customer in real
time (Planned)
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Vielen Dank!
Kontakt:
Jörg Alexander Ferchow
Solution Expert
IBU Utilities, SAP AG
Dietmar-Hopp-Allee 16; 69190 Walldorf
+49 6227 743899; [email protected]
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 49Customer
IT/OT IoT - basis idea for energy related use cases
EDM – Energy Data Management
High volume meter data
Deep integration into IS-U
Fixed interval length (e.g. 15 min. values)
Market is asking for simpler and smaller
deployable software packages
ERP
AnyDB
Dictionary
ABAP
Meter Mgmt Billing Invoicing
EDMIS-U
Date V0000 V0015 V0030 …
010114
020114
10 15 13
12 11 9
EDMIm-/Export Validate Estimate
Billing
Interface
Forecasting
Energy Portfolio
ManagementGrid Analytics
HANA
ERP
IS-U
HANA DB
Energy Data Platform
Im-/Export Validate Estimate
Forecasting
Customer
Analytics
Billing
Interface
Energy Data Platform based on IoT
High volume energy and event data
Device connectivity
Decoupled from IS-U
Using modern storage technology for time series
data (equidist., non equidist., events, etc.)
Basis platform for new Utilities use cases such as
Energy Analytics (complementary extension into
the cloud)
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 50
SAP Multichannel Foundation for Utilities
Two Apps for two purposes – Use what you need
Web App
Optimized for desktop form factor featuring all the
delivered processes.
Responsive App (available with MCF 1.0 SP03)
Runs well on all devices such as smart phone, tablet and
desktop PC, especially optimized for Mobile.
Note: both Apps have modern, simple and user centric design, and also provide examples
and best practices how to consume delivered OData services.
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 51
SAP Cloud for Sales
Sell more effectively with today’s empowered customers
Sales Productivity
Sales Orchestration &
Intelligence
Analytics
CollaborationUser Experience
Integration & Open
APIs
Cloud for CustomerERP/CRM/BI
Clouds
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
© 2011 SAP AG. All rights reserved. 53
Planned High Level Roadmap
for FI-CA HANA Value Cases
Q2/
2014Q4/
2014
Q2/
2015future
Fiori Apps for
Contract Accounts
Receivable
Manager
FIORI App to analyze
FI-CA Data
First 2 tiles:
- Write-Off
- Overdue Items
Simplified Payment
Search using HANA
fuzzy-search
capabilities (fault
tolerant, free input of
search terms in one
field, search with
AND/OR,…)
Fiori Apps for Contract
Accounts Receivable
Manager
Next tiles given by
customers prioritization
Currently in scope:
* Dunning Locks
* Payment Locks
* Trigger Work Items
for backend processing
Fiori Apps for
Contract Accounts
Receivable
Manager
Further tiles
according to
customer feedback
© 2014 SAP AG. All rights reserved. 54
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Launchpad Martin Berger
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Launchpad Martin Berger