This document discusses SAP's Multichannel Customer Engagement solution for utilities. It provides an overview of the solution, which includes a multichannel foundation and apps to enable consistent, real-time customer service across channels. The foundation allows utilities to reduce costs, increase retention, and offer exceptional customer service. It also describes the need for multichannel engagement as customer expectations have risen, and outlines SAP's vision and roadmap to address this need.

1. Multichannel Customer Engagement for Utilities from SAP

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Safe Harbor Statement
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or foundations directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. 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. 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 intentionally or grossly negligent.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially 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 be relied upon in making purchasing decisions.

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Millennials are new the mainstream!
By 2014, 47% of users will
have been born after 1980

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Slow
“I have to wait forever” to get an answer”
“Telling me now when it’s already too late??”
Inconvenient
“Cumbersome and old-fashioned” Where is the self-service option?
Inconsistent
“Different info on web, mobile or when calling” “Quality of service differs across channels”
Irrelevant
“I am getting offers I am not interested in”
“ It’s too complicated”
Utilities still have a long way too go !

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Customers expect exceptional service
answers
through Mobile and Social Interaction
communication across channels
offers
3
Rich experience
Consistent
Real-time
Personalized

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Why does multichannel customer engagement matter to a Utility ?
Reduce cost of customer interactions
Increase customer retention
Differentiate with exceptional customer service

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Customer
Apps
Foundation
Secure, scalable, real-time, multichannel, Cloud/On premise, …
Our Vision is two-fold
1.Claim strategic advantage with innovative apps from SAP and the ecosystem
2.Fast track multichannel enablement with SAP Multichannel Foundation

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Customer
Demo
•Ryan Johnson
•32 years old
•Car Salesman
•Recently moved to Walldorf
•Likes to research online before buying products

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Customers want more apps

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CRM
Real Time Analytics
ISU
SAP for Utilities
Non-SAP systems
Non-SAP systems
Non-SAP systems
Non-SAP systems
Business Systems
Costs a lot Does not scale
Apps, and more Apps!
Here’s the issue with enabling many, many consumer- facing applications – The traditional way
Point-to-point integration

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CRM
IS-U
SAP for Utilities
Non-SAP systems
Non-SAP systems
Non-SAP systems
Non-SAP systems
Business Systems
SAP Multichannel
Foundation for Utilities
Secure Open ID Scalable Reliable
Open standards (Odata, HTML5) Premise or Cloud In-memory
Simpler development Support any channel Customer preferences
Services delivered along real use cases
Apps, and more Apps!
Our Solution:
Real Time
Analytics

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Plug n Play Quick Time to Value
CRM
Real Time Analytics
IS-U
SAP for Utilities
Non-SAP systems
Non-SAP systems
Non-SAP systems
Non-SAP systems
SAP Multichannel
Foundation for Utilities
Light weight, non- disruptive
Pre-configured, pre- integrated Utilities scenarios
Bundled apps

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1..n Inbuilt Multichannel Access
CRM
Real Time Analytics
IS-U
SAP for Utilities
Non-SAP systems
Non-SAP systems
Non-SAP systems
Non-SAP systems
SAP Multichannel
Foundation for Utilities
Custom Apps
Consumer Experiences
Social
Mobile Apps
Web Applications
Mobile SMS
IVR
E-Mail

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Single view Visibility across channels
CRM
Real Time Analytics
IS-U
SAP for Utilities
Non-SAP systems
Non-SAP systems
Non-SAP systems
Non-SAP systems
SAP Multichannel
Foundation for Utilities

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Open, Flexible Enable new business models
CRM
Real Time Analytics
IS-U
SAP for Utilities
Non-SAP systems
Non-SAP systems
Non-SAP systems
Non-SAP systems
SAP Multichannel
Foundation for Utilities
Tools Open Standards- REST,Odata,HTML5 Service builder UI Generation…
SAP HANA Cloud Portal
SAP Cloud for Social Engagement
SAP Mobile Platform
Custom Apps
Online Commerce Energy efficiency programs Home automation……

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Enterprise Grade Multi-Channel Customer Engagement for consistent, real-time customer service across channels
Custom Apps
Consumer Experiences
Social
Mobile Apps
Web Applications
Mobile SMS
IVR
E-Mail
Real-Time Analytics
GIS
Demand
Response Ops
Work Mgmt
IS-U
Outage Management
Legacy CIS
Others…
CRM
SAP Mobile Platform
Custom Apps
SAP HANA Cloud Portal
Tools Open Standards- REST,Odata,HTML5
Service builder
UI Generation…
SAP Utilities Multichannel Foundation
Communication Preferences
User Management
360o View
Channel Usage Analytics
OData Service Library for Utilities Self-Service
Template Apps
Web
Responsive Mobile

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2014
2015
Multichannel Foundation for Utilities v2.0 (incl. Cloud version)
Multichannel Foundation for Utilities v1.1- Q2
Responsive UI for mobile/tablet/desktop – Delivered as part of the Multichannel Foundation for Utilities v1.2 - Q3
Roadmap for SAP Multichannel Solution for Utilities
Update!! ( Asif )
Multichannel foundation for Utilities v1.0
Multichannel foundation for Utilities v1.1
Multichannel foundation for Utilities v1.2 (includes Responsive app)
Possible topics: Cloud enablement, B2B…
Q4
Q2
Q3
2013
2014
2015&Beyond
* subject to change
Multichannel foundation Vx.x based on customer adoption and demand

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SAP Services Select. Success can be planned. Business Transformation Engineered Services Implementation Services Education
Regional Template for Multichannel foundation by SAP Service
Regional template contact: ralf.king@sap.com

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Multichannel Customer Engagement for Utilities Interactive Workshop (SAP Walldorf, 21-22 May 2014)
For registration & questions contact michael.ernzerhoff@sap.com
Learn more about SAP Multi-Channel Foundation for Utilities
Get hands-on experience with latest version (1.0 SP03)
Influence scope & features of next version (incl. new responsive design UI)
Take part in an interactive Design Thinking workshop
Network and exchange ideas with your peers form the utilities industry

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SAP Multichannel Foundation for Utilities Ramp-Up Information & Documentation
To get more information and/or enroll in the ramp-up program Visit http://service.sap.com/rampup To apply, use the online scoping tool at https://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000715662&
SCN Blogs http://scn.sap.com/docs/DOC-51663
Online help Visit SAP Help Portal at http://help.sap.com/umc
Administrator’s guide (incl. configuration details) Visit SAP Service Marketplace at http://service.sap.com/instguides  Industry Solutions  Industry Solution Guides  SAP for Utilities
Ramp-Up Knowledge Transfer Material Available for ramp-up customers/partners at https://service.sap.com/rkt  SAP for Utilities  SAP Multichannel Foundation for Utilities1.0
Available since Nov 2013 as part of SAP’s ramp-up program)

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Customer
Apps
Foundation Secure, scalable, real-time, multichannel, Cloud/On premise, …
Our Vision is two-fold
1.Claim strategic advantage with innovative apps from SAP and the ecosystem
2.Fast track multichannel enablement with SAP Multichannel Foundation

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SAP HANA Cloud Portal
Simplify with Cloud
•Create a business web site in minutes
•Mobile out of the box
•Superior user experience- pixel perfect design
•Re-use existing assets with seamless integration into your On-Premise landscape

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Hybris Commerce for B2C or B2B Comprehensive but modular functionality

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Real-time 360° View to chose the right target audience
High performance customer segmentation on Big Data
Optimize target groups for omni- channel campaigns
Social Contact Intelligence
Follow conversations and understand customer affinities
Contextual sales, service and marketing on a 1:1 basis
Reach out to the right people
Customer Value Intelligence
Develop revenue and margin strategically Real time benchmarking Invest in the right customers
Audience Discovery & Targeting
SAP Customer Engagement Intelligence Next Generation Customer Analytics powered by SAP HANA

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Customer
Sell Better
React quickly to changing market dynamics Deliver contextually relevant campaigns and programs to a targeted audience – “target to the signal, not the noise” Build sticky customer loyalty
Customer insights at your finger tips Timely and accurate decisions with real-time customer and product analysis Positively impact pipeline, and revenue
Provide service reps and customers with a 360 degree view across all channels to exceed customer expectations
One-stop shop for all service requests
Only SAP Delivers a Total End-to-End Experience for Customers, Anytime, Anywhere, on Any device
Service Better
Market Better
Engage Customers Better
Enrich the customer experience through mobile and social interaction
Engage customers with personalized offers across all channels
Build Better - Powered by SAP HANA and the Multi-channel Foundation for Utilities