This document summarizes a collaboration between Middle Tennessee Electric Membership Corporation (MTEMC) and Sparta Consulting on MTEMC's upgrade to SAP CRM 7 and EhP 2. MTEMC is an electric cooperative that serves around 190,000 members in Middle Tennessee. It upgraded its systems to enable new AMI and customer service functionality. The project was successful due to extensive preparation, a strong project team, thorough testing, and training. The new system went live with minimal issues.

1. A collaboration of:
First CRM 7, EhP 2 Upgrades in the US
Mary Kennedy
Middle Tennessee Electric Membership Corporation
Rajiv Vemula
Sparta Consulting

2. First CRM 7, EhP 2 Upgrade in the US

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 Distributes electricity to about 190,000 residential
and business members in a four-county area directly
south of metropolitan Nashville
 Is the sixth largest electrical distribution cooperative
in the country and easily the largest in the state
 Distributes more electricity than all but one other
U.S. cooperative
 Have operational costs (costs after power is
purchased from TVA) among the lowest in the nation
 Has member-to-employee ratio, or the number of
members for every person employed among the
highest of any electric co-op in the country
 Three of Tennessee's top five fastest growing
counties are in the MTEMC service area - Rutherford,
Williamson and Wilson - according to the U.S. Census
Department
©2013 Sparta Consulting Inc.
Who is MTEMC?

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Who is Sparta?
Portland, OR
Detroit, MI
Iselin, NJ
Santa Clara, CA
Irvine, CA
Columbus, IN
Richmond, VA
Houston, TX
Austin, TX
Baltimore, MD
Pune
Noida
Mumbai
Bangalore
Hyderabad
Chennai
Gurgaon
London
Paris
Munich
Frankfurt
Stockholm
Amsterdam
Johannesburg
Shanghai
Seoul
Tokyo
Singapore
Sydney
Sacramento, CA
(US HQ)
Sao Paulo
Dubai
ON, Canada
$425M REVENUE
8300+ EMPLOYEES INDUSTRY FOCUSED GLOBAL PRESENCE
34 Offices in 16 Countries, 7 Development Centers
Our Utilities
Practice
Overview
 Over 200
practitioners
focused on
Utilities
 Have serviced over
30 Utilities
 SAP certified
solutions

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To ready us
for AMI
Needed to
stand up CRM
for AMI
functionality
Agent will be
able to ping
MDM for read
Real time
move in/out
Improve
value,
member
experience
©2013 Sparta Consulting Inc.
Why did MTEMC Upgrade?

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New release in Ramp-up
Make sure the right team is in place (both client and SI)
Understanding non-project dependencies
Retaining existing functionality for front office and back office agents
New user interface to call center agents
©2013 Sparta Consulting Inc.
Concerns

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Minimal replication errors after go live – less than
10 per day in first 3 days, less than 5 per day after
that
Outstanding call times – 7 second average wait
time, 2% abandonment rate, 94% service level on
day 3
©2013 Sparta Consulting Inc.
Results

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Why was this Project Successful?
 Assessment of existing environments performed prior to beginning of project
 Reviewed all business areas to
determine most impact for
improvement
 Drilled down into each sub-area
with Delta comparison
 Enabled us to have a very well
defined scope and expectations of
project results
PREP
©2013 Sparta Consulting Inc.

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Why was this Project Successful?
 Intensive vendor selection process
 Fixed Bid SOW
 RFP: Deloitte, SAP, Sparta, Infosys
 Selection committee
 Narrowed down to 2 SIs
 On site presentations
 Weighted criteria to determine most qualified vendor
PREP
©2013 Sparta Consulting Inc.

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Why was this Project Successful?
 Strong MTEMC project sponsor
 Collaborative, knowledgeable and available
team members
 Prioritize relationship & create positive
team atmosphere
 Effective Program Management Office to
de-risk project failure points
TEAM
©2013 Sparta Consulting Inc.

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Why was this Project Successful?
 Perform extensive testing (system,
stress/performance)
 Multiple mock runs to fix the data issues
 Enhancements to ensure no existing
functionality is lost
 2 phase approach – hardware upgrade,
software upgrade
 Execute current housekeeping jobs on a
daily basis (purging files) to improve IC Web
functionality
SYSTEM
©2013 Sparta Consulting Inc.

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Why was this Project Successful?
 Key project team members engaged early
on
 Systematic hands-on end-user training
(multiple sessions, review)
 Same group of team members tested the
system, trained the End Users and provided
go live support
 Strategic, on the floor go live support in call
center and all district offices
OCM/TRAINING
©2013 Sparta Consulting Inc.

13. 13©2013 Sparta Consulting Inc.
Demo

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Q&A

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16. A collaboration of:
Mary Kennedy
Middle Tennessee Electric Membership Corporation
mary.kennedy@mtemc.com
Rajiv Vemula
Sparta Consulting
Rvemula@spartaconsulting.com