BB CRM Kickoff.pptx

Bluebonnet Electric Cooperative, Inc.

CRM 7.0 Web IC Assessment

Project Kickoff Meeting

Bluebonnet Electric Cooperative, Inc. 2CRM 7.0 Assessment

Introductions & Opening Remarks

CRM Project Vision

Project Organization

Assessment Components & Methodology

Timeline

Lessons Learned

Web-IC Education and Comparison

eRoom Navigation

Next Steps

Agenda

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Slide to introduce structure/timing of workshop– Total – 3 hours short break for working lunch

– Kickoff

– CRM Web-IC Education and Comparison

– Demo

– eRoom log on and navigation

– Questions

Workshop Structure

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CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

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Providing the tools that enable users to deliver exceptional member services and prepare for Bluebonnet’s Sustainable Grid initiatives.

CRM Project Vision

4/18/2011

The goal of this assessment is to develop a strategy for the transition from CIC0 to the CRM Web IC considering the overall

impact to the Member Service organization.



CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

4/18/2011



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Deloitte Consulting Team

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Key Stakeholders (1)

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Name Role Responsibility/Contribution

Smart Grid Steering Committee and PMO

Coordinate and oversee enterprise projects

Karen Fritsche Project Manager & IT Functional Support

Coordination and Facilitation of ProjectIT Functional Support for Member Services

Barbara Seilheimer Product Manager Business owner; determine project requirements

Susan Norman, Dyanna Machinsky, Laura Henson, Judith Mikeska, Rebecca Burgdorf, Heidi Exner, Natalie Holcomb, Christine Grange, Rob Defee

Core Project Team Development, Implementation, Testing and Training.

Steve Canipe, Bryon Noack Infrastructure Resources Hardware install

Janice Smith, Basis Resources Assist with software install

Michael Chohrach Security Resource Assist with security roles

Kenneth Miller & Andy Nguyen Programming Resource


Key Stakeholders (2)

4/18/2011

Name Role Responsibility/Contribution

Doug Bailey Integration Resource

eMeter Integration Resource Integration to Energy Engage and Energy IP

Telecommunications Integration Resource IVR integration

Mary Ellen Whitsel Integration Resource Mobile Data integration

Online Utility Exchange Integration Resource OUE Integration

Sandy Partee, Kelly McAninch IT Functional Support Resources

Briana Beasley Training Resource Lead training for end users

Processing Specialists Functional Resource/End User Assist with testing and training as needed

New Service Specialists Functional Resource/End User Assist with testing and training as needed

Member Services Dept End Users Assist with testing and training as needed

Financial Services Department End Users Assist with testing and training as needed

Bluebonnet Employees End Users



CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

4/18/2011


Approach to Assessment

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Review existing CIC0 processes including Front and Back Office functions

Identify any existing non-CIC0 processes for evaluation

Gather information from Core team, Project resources and stakeholders through workshops

Determine how to best migrate CIC0 functions as standard Web IC Views, custom Web IC Views, or calls using Transaction Launcher

Identify the impact of other initiatives

Gather input from Core team, Project resources and stakeholders through workshops

Determine value and operational benefits that will be achieved by deploying CRM

Assess CIC0 processes to derive improvements from a CRM deployment

Engage stakeholders in validation and proving value-add

Define the organizational impacts of a CRM deployment

Identify training requirements to support business adoption of the new front end

Outline configuration, development, and overall design approach

Develop effort/resource estimates and timeline required for a CRM implementation

Obtain buy-in from stakeholders

Review Current

State

Review Current

State

Define Future State

Define Future State

Validate & Define

Value

Validate & Define

Value

Build Roadmap

Build Roadmap


CRM 7.0 Web-IC Deployment Strategy– Evaluate at a high level the architecture including the proposed

system landscape

– Evaluate available options for migrating to the new system (e.g. big bang vs phased)

– Evaluate at a high level the data and replication requirements

– Do a preliminary analysis of the impact on Change Management, Communication and Training

Deliverables – Deployment Strategy

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CRM 7.0 Web-IC Design Strategy– Design a preliminary approach for the following:

– Data model and replication

– Strategy for Move-in/Out (within the framework of Contract Management)

– Use of overview factsheets

– Use of Business Roles and Authorizations

– Interaction records

– Account search and identification

– Criteria for disposition of existing FOPs as either views or transaction launcher (based on priority and benefit).

Deliverable – Design Strategy

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FOP Migration Strategy– Evaluate inventory of existing FOPs according to criteria defined in

Design Strategy. Some high level criteria for evaluation are :– Complexity

– Frequency and volume of usage (by individual user groups if possible)

– Criticality of the process

– Review existing CRM views to meet requirements

– Estimate complexity of – developing new views

– enhancements to existing views

Deliverable – FOP Migration

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CRM 7.0 FRICEW Object Impact Evaluation– Review of existing development objects to determine the approach

for migrating development to CRM 7.0– Forms

– Reports

– Interfaces

– Conversions

– Enhancements

– Workflow

Deliverable – FRICEW Impact

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CRM 7.0 Gap Analysis Document– Identification and disposition of gaps in functionality based on

standard capabilities of CRM 7.0

CRM 7.0 Resources & Summary Project Plan– Project resources and summary plan level for the implementation

of the CRM 7.0 Web Interaction Center based on the Analysis

Deliverable Review - Gaps / Project Plan

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CRM 7.0 Analysis Findings Summary– Summary presentation of the Analysis findings

– Brings content of all deliverables into an Executive Overview

– Includes assumptions and dependencies

Deliverable – Analysis Summary

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CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

4/18/2011


Deliverables Timeline

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Workshop Timeline

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W1 W2 W3 W4 W5 W6 W7 W8Kick Off

Deployment Strategy

Data Replication

Business Roles

Fact Sheet

Validate Deployment Strategy

Member Identification / Interaction Records

Contract Management / Products & Rates

Validate FOP Prioritization & Business Processes

Validate Gap Analysis

Validate CIC0 Migration PlanAnalysis Findings Summary



CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

4/18/2011


Engage stakeholders early and often

Users should own expected benefits

Comprehensive training plan required

Consider Back Office opportunities

Keep SAP engaged

Focus on system performance throughout the project

Provide ways for stakeholders to validate value

Plan to address new skill requirements in IT

Continuous improvement is key long term

Lessons Learned

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CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

4/18/2011


Comparison & Contrast : CIC0 and Web IC

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CIC0 Web IC

Action Bar, Context menu Navigation Bar

Customer Overview Fact Sheets personalized for different business groups

FOPs (Front Office Processes) Transaction Launcher or Views

Search with limited data fields Search with multiple search fields

Move-in and move-out data must be searched

Move-in and move-out data readily visible

One layout, look-and-feel for all users Streamlined, personalized layout for different business groups

Older user interface being phased out by SAP

New web-based user Interface optimized for ease of use

Requires development to connect to AMI

Required by SAP for ease of connectivity to AMI


Current CIC0 Action Bar / Context Menu

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Web IC Navigation Bar launches FOP, view or transaction

Navigation Bar

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Launched by Navigation Bar Button



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CIC0 Web IC













Current CIC0 Customer Overview Bluebonnet’s current

customer overview screen

– One screen used by everyone

– Development required to modify

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Web-IC Fact Sheets Fact Sheet can

have multiple layouts

– Business user groups can use different layouts

– Example: Credit & Collections Fact Sheet may be different from MSR fact sheet

– Data is pulled from ECC where required

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Web IC Fact Sheet presents useful summary information to the user that can be personalized to display a specific set of data

Web-IC Fact Sheets - Personalization

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CIC0 Web IC













FOP via Trans Launcher or View

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FOP via Trans Launcher or View ECC screen

in Web-IC– Right-click

context menu available

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Web-IC Move-Out with FOP View

FOP via Trans Launcher or View

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CIC0 Web IC













Current CIC0 Search – Limited Fields

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Current search fields


Search in Web-IC – Multiple Fields

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More Web IC search fields



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CIC0 Web IC














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CIC0 Web IC













Different CIC profiles– Layout is always the same

One Layout for All User Groups in CIC0

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Different Layouts for User Groups in Web IC Assigned by Business Role

Layout will differ according to user group requirements

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Example of Call Center layout.


Billing or Service may require different layout

Layout According to Requirements

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Example of Billing Group layout.



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CIC0 Web IC













Evolution of SAP CIC0 to Web IC

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CIC in CRM 2003 – CRM 3.0; CCS 4.63

L-Shaped CIC in R/31999 – CCS 4.61

EC20 in R/31997 – CCS 1.2

Current Web IC User InterfaceCRM 7.0; ERP 6.0 EhP 4

Interaction Center Web Client – CRM2004 - CRM 4.0 – 5.0; CCS 4.72, ERP 6.0



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CIC0 Web IC













Compare & contrast Web IC with CIC0

Key Web IC terms

Benefits & Impacts of Web IC

CRM Web-IC Demo


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Navigation Bar – Button on Web IC that launches new screens that represent FOPs or back office transactions. Also called Nav Bar

Business Role – Web IC equivalent of the CIC Profile to assign to different user groups different Web IC layout and different authorizations to perform transactions (FOPs, back office, etc)

Fact Sheet – Web IC equivalent of the current CIC0 Customer Overview screen that can be adjusted to contain data specifically needed by a user group

Transaction Launcher – A mechanism to execute/display a current FOP or back office transaction within Web IC by clicking on a Nav Bar button

Key Terms

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Key Web IC terms


CRM Web-IC Demo


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Benefits of Future Web IC

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SAP CRM 7.0Web IC

Streamlined Processes• Search & identify• Easy navigation thru business

processes

Simplified Training• Reduced long term training

time for call center users

Utilities Specific Functionality• Platform for AMI capabilities

via Web IC

Optimized System

Performance• Long term reduction in AHT• Long term productivity gain

for other user groups

Flexible Configuration vs Customization• Flexible role-based

personalized setup of Web IC layout

Streamlined Navigation• Views• Role-based Fact Sheets (i.e.

Customer Overview screen)


Impacts of Future Web IC

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SAP CRM 7.0Web IC

System Performance • Data replication performance • Load time for Transaction

Launcher screens

Future SAP Upgrades• Alignment with SAP product

vision• Support requires Web IC

Adding More Business Users• Billing, credit and other

business groups to realize easy to use Web IC

Productivity• Effect on AHT, ASA and other

business productivity

Org Change & Training Impact • Potential user resistance to

change and learn a new system

Impact to Existing Customizations• Re-use or re-develop

workflows, batch jobs, etc?



Key Web IC terms


CRM Web-IC Demo


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CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

4/18/2011


Invitations to the eRoom were sent out last week

Deloitte Online Collaboration

4/18/2011


Three keys to accessing our eroom, each sent in separate emails:

– Invitation to the room

– Username (your email address)

– Temporary Password

The first time you log in, Deloitte OnLine will prompt you to address four areas:

– Change password

– Legal agreement

– Software options

– Secret questions

eRoom Login

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Navigation – naming the parts

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path or breadcrumb trail

map

button bar

command bar

content window

toolbar

banner linksroom name


Navigation – Assessment Materials Folder

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Folder “Project Reference Materials” for Assessment phase reference material


Room items – add files To upload an application file:

Select the location where you want the file to reside.

Click the Add file button from the command bar.

From the Add file page, click Browse to locate the file.

– Select Track Versions, if appropriate.

– Select Upload, then add another if you want to add another file immediately after this one.

– Select Private draft to allow only you (as the file creator) to view and open the file.

Click OK.

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Deloitte Online Training Material

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CRM Project Vision



Timeline

Lessons Learned


eRoom Navigation

Next Steps

Agenda

4/18/2011


Next Steps

4/18/2011

Workshops and deliverable development

Refine the CRM Assessment Project Plan

Review the assessment timeline with Sustainable Grid™ and other initiatives

Bluebonnet Electric Cooperative, Inc. 62CRM 7.0 Assessment4/18/2011

Bluebonnet Electric Cooperative, Inc. 63CRM 7.0 Assessment4/18/2011


CRM Web-IC Screen Areas

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CRM Business Partner

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–Company or Contact in ECC equates to Business Partner in CRM

–Calls, activities and transactions require a reference to a BP in CRM

–Allows search by a by company or contact

–BP Relationships further describe contacts

CRM

BP Required in CRM

Key Benefits

A CRM Business Partner (BP) represents a business customer, contact person, employee or other individual person or entity.


CRM Interaction Record

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–Created with every call and transaction

–Can search calls and transactions by customer / contact

–Equivalent to Contact Note in ECC

–Creates link between a contact and SAP transactions

–Captures details of a call or communication in one area

–Quickly view calls, transactions and activities of a customer / contact

–Can create follow-ups with reminders

Standard in CRM

Links to SAP

Key Benefits

A CRM Interaction Record equates to Contact Log / Notes.

Documents

BB CRM Kickoff.pptx