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First crm 7, eh p 2 upgrade in the us


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First crm 7, eh p 2 upgrade in the us

  1. 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. 2. First CRM 7, EhP 2 Upgrade in the US
  3. 3. 3  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?
  4. 4. 4 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
  5. 5. 5 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?
  6. 6. 6 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
  7. 7. 7 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
  8. 8. 8 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.
  9. 9. 9 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.
  10. 10. 10 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.
  11. 11. 11 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.
  12. 12. 12 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. 13©2013 Sparta Consulting Inc. Demo
  14. 14. 14 Q&A
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  16. 16. A collaboration of: Mary Kennedy Middle Tennessee Electric Membership Corporation Rajiv Vemula Sparta Consulting