Jörg Alexander Ferchow, Solution Management, IBU · PDF fileAusblick auf die zukünftige Roadmap von SAP Utilities Jörg Alexander Ferchow, Solution Management, IBU Utilities February,

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

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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

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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

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Legal disclaimer


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

https://solutionexplorer.sap.com/solexp/ui/


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



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



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



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


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


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


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


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


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


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

http://service.sap.com/UTILITIES


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

…


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


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)


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


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


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

https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/sno/ui_entry/entry.htm?param=69765F6D6F64653D3030312669765F7361706E6F7465735F6E756D6265723D3138363538363626


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


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


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


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


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

../../Marketing/Utilities Conference EMEA/2014/Presentation/Meter Reading Document HANA Live.mp4


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 Frontend

SAP HANA

BOBJ

HTML 5

Any

frontend

SAP HANA Live

Replication

SAP BW on

HANA

Existing Stack Sidecar Scenario

AnyDB


SAP FrontendBOBJ

HTML 5

Any

frontend

SAP HANA Live

SAP HANA Replication


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


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

SAP CUSTOMER ENGAGEMENT& COMMERCE

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.


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


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


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


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


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


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


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


Pilot

Final

Choice of

DEPLOYMENT SCENARIO Develop, Test, Deploy in any Environment or in a Hybrid

ON-PREMISE CLOUD PILOT CLOUD


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


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


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


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


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


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]


mailto:[email protected]


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


C:/Documents and Settings/D045950/Desktop/WorkshopIsrael/Android/Android_Account.pptx

C:/Documents and Settings/D045950/Desktop/WorkshopIsrael/Android/Android_Account.pptx

© 2011 SAP AG. All rights reserved. 52


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


Launchpad Martin Berger

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Multichannel Enablement – Profiled Data I


Multichannel Enablement – Profiled Data II


Multichannel Enablement – Profiled Data III