Public A collaboration of:
Good-bye Forms!
Multi-channel Communication Made Easy
Juergen Kuhmann, SAP
SAP
Robert Thiele
OpenText
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Output ERP SAP Data ”Bill Print”
Print tool
Print tool
Print tool
Print tool
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DIGITALLY
CONNECTED
Empowered Customers are Changing the Rules
SOCIALLY
NETWORKED BETTER
INFORMED
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Typical customer experiences with their utility.
Sound familiar?
It’s slow
Waiting “forever” to get an answer
Telling me only when it’s already too late
It’s not convenient Cumbersome and old-fashioned
Where is the self-service option?
It’s not consistent Getting different answers on the web, mobile or when calling
Quality of service differs
3
It’s not relevant I am getting offers I am not interested in
It’s too complicated
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Top Pressure: Empowered Customer
54%50%
24%
10%
20%
30%
40%
50%
60%
Empowered customerschanged the dynamics of
customer relationships
Customers expectconsistent experienceacross multiple touch-
points
Negative impact ofcustomer turnover on
business results
Percent of respondents, n=374
All Respondents
Source: Aberdeen Group 2013
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The New Normal:
Multi-Channel Customer Engagement
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More than 65% of businesses today use at
least 6 channels to engage their
customers. Source: Aberdeen Group 2013
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What is Real-Time Unified Customer Engagement?
“RUCE is an enterprise-level initiative where numerous organizational stakeholders (e.g. sales, marketing and
customer service) work together to deliver consistent messages that address each buyer's needs through
multi-channel and multi-touch interactions that are aimed at engaging buyers in a relevant and timely fashion.”*
End-to-End Solutions
Mobile Contact Center Web Social
Across Channels and Touch points
In-Person Partner
Information Communication Collaboration
Service Marketing
Sales
Product
Enterprise
Source: Aberdeen Group 2013
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RUCE Users Enjoy Quantifiable Business Results
5.6%
2.4%
-7.8%
3.2%
-0.8%
-4.5%
-8%
-6%
-4%
-2%
0%
2%
4%
6%
Customer satisfaction Average profit marginper customer
Average response timeto customer requests
Percent of respondents, n=374
Companies with real-time unified customerengagement programsAll Others
Source: Aberdeen Group 2013
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The Business Value of Integrating CRM and
Content Management (Annual Improvement)
11.3%
8.9%
7.5%6.9%
5.8%
3.7%
1%
2%
3%
4%
5%
6%
7%
8%
9%
10%
11%
12%
Annual company revenue Number of positive mentionsthrough social media channels
Revenue from net-newcustomers
Percent of respondents, n=374
Companies using CRM and contentmanagement in integration
All Others
Source: Aberdeen Group 2013
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Key Building Blocks for RUCE Initiatives
73%
64%60%
32%
43%
38%
20%
40%
60%
80%
Centralized repository ofproduct/service
information
Customer-facing staffempowered with
templatized customercommunications material
Facilitate employeecollaboration to execute
a consistent CEMprogram
Percent of respondents, n=374
Companies with real-time unifiedcustomer engagement programs
All Others
Source: Aberdeen Group 2013
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Real-time Unified Customer Engagement
in Action
Demo
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New Utilities Mobile and Web Self-Service Applications Mobile available now, Web available October 2013
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Core Functions
• Registration for Account
• Update Account and payment Information
• View & Pay Bills
• Report Problems / Outages
• Enter Meter Read
• View, start or Stop Service
• Maintain communication preferences
• Attractive and adjustable HTML5 user interface and Odata services layer
• Out of the box integration to SAP CRM and ERP systems
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Cloud
Con
su
mer
Exp
erie
nce
s Social Mobile devices Web Contact
Center
Typical use cases:
Self services
Notifications (Push/Pull)
Campaigns
SAP Utilities
Self Service
Web App
SAP Utilities
Customer Engagement
Mobile App
SAP
Loyalty
App
SAP Mobile
Platform Consumer
Enterprise Portal (opt.)
SAP
Netweaver
SAP Utilities Multichannel Foundation communicate consistently with consumers across channels in real-time
CRM, DSM
SAP Business Suite -
SAP for Utilities SAP Real Time Data
Platform (BW on HANA)
e.g. events, triggers, alerts Billing, Payments
Other systems like
OMS, GIS, …
SAP Utilities Multichannel Foundation based on NetWeaver Gateway
Tools
OData services catalog
Service Builder
UI Consumption Tools
Security
Utilities-Specific Components
Utilities B2C Content
Odata Services & Generated UIs
User Mgmt Channel
Analytics
Communication
preferences
Content
Management
and
Services
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Key Points to Take Home
Multi-channel is the new norm
It needs to be done right, not just adding channels
Real-time unified customer engagement provides superior business
value and customer satisfaction
Content plays a key role
SAP and OpenText significantly reduce complexity and TCO
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Q&A
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Contact information:
Thank you
Robert Thiele Senior Director SAP Corporate Alliance OpenText, Burlington, MA [email protected] (781) 354-2696
Juergen Kuhmann Industry Business Unit Utilities SAP Labs, Palo Alto, CA [email protected] (916) 230-2002