A collaboration of:
Customer Portal Integration with SAP CRB is
Tough! Think Again!
Obaid Khan
Puget Sound Energy
KK Ramam...
Presenting today..
Obaid Khan – Puget Sound Energy
• 18 years of experience in leading teams to develop enterprise-wide
po...
• How we integrated a customer portal with SAP’s CRB
solution
• How we designed the customer portal for performance
• How ...
About Puget Sound Energy (PSE)
• Headquartered in Bellevue, Washington
• 1.7 million customers
• 1,000,000 Electric custom...
About Transformation Technology Updates
 Big “S” Program – 3 Critical Systems
 GIS – Geospatial Information System
 OMS...
CIS Solution Scope
 SAP ECC 6.0; Enhancement Pack 5
 SAP CRM 7.0, Enhancement Pack 1
 SAP BW 7.1
 SAP BOBJ 4.0
 SAP P...
Where we started..
CLX - Mainframe
Biztalk
Customer Portal
Ext.
Vendors
 Customer Portal was based
on .NET 1.1
 Biztalk ...
We transformed it to..
SAP ECC SAP CRM
SAP PI
SAP BW / SAP BOBJ
Customer Portal
 Customer Portal is based on the
Microsof...
Business Functions Implemented..
• Account Overview / Profile
Maintenance
• Move-in/Move-out
• Bill Presentment
• Report O...
• Use an Outside-in design approach; think like a customer
• Use responsive web design and drive Mobile First thinking
• I...
• Web services can get quite hairy; cache data in the web application layer
where possible and avoid multiple calls for th...
• Address validations can be tricky; define a data validation strategy
and use appropriate add-on solutions
• If you are b...
Performance Testing
• Plan for multiple cycles of performance testing
• Test with real-life volumes for a baseline and the...
Where are we going..
• Driving to deliver more self service capabilities
• Continue to have a Mobile First approach in des...
Key Take Away..
• Design Thinking – Think like a customer
• Keep it simple; customers want a functional website
• Performa...
A collaboration of:
Obaid Khan
Puget Sound Energy
Obaid.Khan@pse.com
KK Ramamoorthy
Deloitte Consulting
kramamoorthy@deloi...
Customer portal integration with sap crb is tough! think again
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Customer portal integration with sap crb is tough! think again

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Customer portal integration with sap crb is tough! think again

  1. 1. A collaboration of: Customer Portal Integration with SAP CRB is Tough! Think Again! Obaid Khan Puget Sound Energy KK Ramamoorthy Deloitte Consulting LLP
  2. 2. Presenting today.. Obaid Khan – Puget Sound Energy • 18 years of experience in leading teams to develop enterprise-wide portal strategy, application road maps, and solution delivery • Leads the Web Development, Enterprise Portal, Quality Assurance, and EDW teams at Puget Sound Energy KK Ramamoorthy – Deloitte Consulting • 15 years of experience in implementing SAP transformation projects • SAP Mentor and active blogger/contributor to the SAP Community Network • Technical Lead for the CIS Project at Puget Sound Energy
  3. 3. • How we integrated a customer portal with SAP’s CRB solution • How we designed the customer portal for performance • How we designed the solution for future upgrades • Best Practices and Observations • Key Take A Ways In this session, we will cover..
  4. 4. About Puget Sound Energy (PSE) • Headquartered in Bellevue, Washington • 1.7 million customers • 1,000,000 Electric customers • 700,000 Natural Gas customers • Strong residential base • Regulated Utility • Washington Utilities Commission
  5. 5. About Transformation Technology Updates  Big “S” Program – 3 Critical Systems  GIS – Geospatial Information System  OMS – Outage Management System  CIS – Customer Information System  July 2011 - RFP for System Integrator  Sept 2011 - Official Project Kick-off  Go-Live Date - April 1, 2013 (19 month implementation)
  6. 6. CIS Solution Scope  SAP ECC 6.0; Enhancement Pack 5  SAP CRM 7.0, Enhancement Pack 1  SAP BW 7.1  SAP BOBJ 4.0  SAP PI 7.3  SAP Solution Manager  Document Presentment by OpenText  Microsoft SharePoint 2010
  7. 7. Where we started.. CLX - Mainframe Biztalk Customer Portal Ext. Vendors  Customer Portal was based on .NET 1.1  Biztalk was used as the services layer  Integration with external vendors for payment processing
  8. 8. We transformed it to.. SAP ECC SAP CRM SAP PI SAP BW / SAP BOBJ Customer Portal  Customer Portal is based on the Microsoft SharePoint 2010 platform  SAP PI used as the enterprise middleware  Web-services based integration  Integration with external vendors for payment processing OMS Ext. Vendors
  9. 9. Business Functions Implemented.. • Account Overview / Profile Maintenance • Move-in/Move-out • Bill Presentment • Report Outages • Outage Status • Installment Plans • Land-Lord Start/Stop • Billing History • Payment History • Payment setup through 3rd parties • Bill Analyser
  10. 10. • Use an Outside-in design approach; think like a customer • Use responsive web design and drive Mobile First thinking • Involve all the stake holders EARLY and OFTEN in the game; keep them regularly updated throughout the program (Co-Locate if possible) • Focus on smaller sprints (where possible) and leverage quick wins for momentum, team spirit and continued buy-in • Leverage the power of Social Media effectively to connect with customers • Test performance, Test Performance, Test Performance… Best Practices and Observations
  11. 11. • Web services can get quite hairy; cache data in the web application layer where possible and avoid multiple calls for the same data • Keep the middleware layer light; avoid extensive mapping and complex business logic in the middleware • Plan for site usage analytics • Consider the nuances of SAP’s ISU data model; sometimes it may require UI changes Best Practices and Observations - cont’d..
  12. 12. • Address validations can be tricky; define a data validation strategy and use appropriate add-on solutions • If you are by-passing middleware layer, consider indirect access license restrictions • Keep the customer informed constantly; communicate, communicate, communicate.. Best Practices and Observations - cont’d..
  13. 13. Performance Testing • Plan for multiple cycles of performance testing • Test with real-life volumes for a baseline and then add some more • Test using specialized performance testing tools and stress the system • Perform end-to-end performance testing; involve all parties involved • Test in a production-like environment; infrastructure & data
  14. 14. Where are we going.. • Driving to deliver more self service capabilities • Continue to have a Mobile First approach in design • Think like a customer – I want to access information “When I want, Where I want and on What device I want” • Leverage the power behind SAP to deliver capabilities to our customers
  15. 15. Key Take Away.. • Design Thinking – Think like a customer • Keep it simple; customers want a functional website • Performance takes priority over ‘cool’ • Think multiple form factors; focus on responsive design • Business logic should stay in the backend; not in the UI; not in the services layer
  16. 16. A collaboration of: Obaid Khan Puget Sound Energy Obaid.Khan@pse.com KK Ramamoorthy Deloitte Consulting kramamoorthy@deloitte.com

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