2008 06 infotag communications v4
TRANSCRIPT
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Cust om er Financ ia l Management for
t he Comm unica t ion Indust ry
Michaela Kresak
Communications, Utilities & Service ProviderSAP Business Consulting EMEA24.06.2008
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© SAP 2008 / Seite 2
Today’s c ha l lenges in our Indust r ies &
The c ust omer ’s ex pec t a t ions
Indust ry c ha l lenges
Complex systems environments but the market is asking for a ‘real-time’ integration ofthe systems to provide customer with actual information
More and more 3rd party products with high revenue risks
Incomplete view of the customer financials and creditability leads to cross/up-saleswhich cause revenue loss
Enhanced customer self-service platforms where customers are demanding to be ableto manage their accounts
Long call times in the Contact Center with expensive second level processing
Customer expec t a t ions
Pay any way I want – including authorizing payments over the Web
Handle situations when I can‘t pay
Capability to dispute charges and get credited
Freedom to define how many bills I receive each month (e.g. be invoiced for webpurchases through my monthly bill)
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What Is Col lec t ions Management ?
Collections Management is according to Meta Group
Cust om er Cent r ic Rec e ivab les Management
COLLECTION
CUSTOMER
RISK
CUSTOMER
RELEATIONSHIP
WORKFORCE
CUSTOMER
SELFSERVICE
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Paym ent Behav ior o f Res ident ia l Consumers
in Germ any
Payment behavior (in %)
72
70
70
67
62
57
56
52
50
46
44
16
13
17
17
13
23
23
20
22
31
32
11
15
10
10
14
16
15
19
15
19
18
0 20 40 60 80 100
Gas/Heating, Water, Energy
Rent for house
Insurances
Phone (fixed)
Loans
Taxes
Health Insurance
Credit payments
Credit card
Doctor's bills
Mobile Phone
within due period after due changing
Source: Intrum Justitia Inkasse GmbH, Germany – Trendbox
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SAP Cust om er Financ ia l Managem ent
AccountsReceivables
InvoicingBillingRatingMediationDispute
Management
CustomerRegistration& Booking
SAPEDR
Billing
SAPConvergent
Invoicing
SAP
RevenueManagement
Contract
Accounting
SAP
FinancialCustomer
Care
SAP
Electronic
Bill Presentment
and Payment
SAPCredit
Management
SAP Cust om er Financ ia l Managem ent
Credit Management: SAP Credit Management
Convergent Billing & Convergent Invoicing: SAP EDR Billing and SAP Convergent Invoicing Collections Management: SAP FI-CA/RM-CA Subledger Acc. & Financial Customer Care
Electronic Bill Presentment and Payment: SAP Biller Direct
Financial Customer Care & Dispute Management: SAP Financial Customer Care
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SAP’s Order-t o -c ash arc h i tec t u re
Sales & Custom er Care Customer Fin .
Management
EDR Billing
Product CatalogManagement,
Bundling & Pricing
Sales & OrderCapture
Account &SubscriptionManagement
Multi-Channel Support
Marketing, Sales & Customer Management
Financial
Accounting &Controlling
Logistics &Supply Chain
EnterpriseManagement
Analytics
Otherfunctions
Service & Resource Management
Order Management
Product
Management
Product Catalog
Product Pricing
Product Bundling
Invoicing
Receivables
Financial CustomerCare & Collections
Rating, Charging,MediationInventory Management Service Fulfillment
BusinessIntelligence
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SAP’s OTC Target Arc hi t ec t ure
Bi l l ing
EDR Billing
Marketing, Sales & Customer Management EnterpriseManagement
ConvergentInvoicing
-Invoice
Creation
ContractAccounting
-ReceivablesCollections
Management
Financia ls
FinancialAccounting
Controlling
Custom er Care
Financial Customer Care & Customer Self
ServiceRecurringCharges(CRM)
Rating 1
Rating 2
Sales Documents(CRM, SD)
ExternalBillingSystem
EDRData Base
OnetimeCharges(CRM)
BillingAccounts
Rating 1
Rating 2
RecurringCharges(CRM)
Rating 1
Rating 2
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SAP Cust om er Financ ia l Managem ent
AccountsReceivables
InvoicingBillingRatingMediationDispute
Management
CustomerRegistration& Booking
SAPEDR
Billing
SAPConvergent
Invoicing
SAP
RevenueManagement
Contract
Accounting
SAP
FinancialCustomer
Care
SAP
Electronic
Bill Presentment
and Payment
SAPCredit
Management
SAP Cust om er Financ ia l Managem ent
Credit Management: SAP Credit Management
Convergent Billing & Convergent Invoicing: SAP EDR Billing and SAP Convergent Invoicing
Collections Management: SAP FI-CA/RM-CA Subledger Accounting
Electronic Bill Presentment and Payment: SAP Biller Direct
Financial Customer Care & Dispute Management: SAP Financial Customer Care
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SAP Credi t Management – H ighl ight s
Supports implementation of a company wide credit policy taking into accountdistributed system landscapes and other Telcos’ specific requirements
Interface to external credit agencies
Rules engine allowing flexible customer scoring and credit limit assignment
Access to credit information in sales and service processes
Ongoing credit limit control from order to cash
Credit Manager Portal to speed up credit decisions
Monitor customers’ credit exposure in one central system
Strategic credit analysis with predefined reports
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Cust o m er Segm e nt a t ion based on r isk
eva luat ion
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Credi t Check & Ex posure
Synchron izat ion o f c red i t exposure
base d on SAP Net Weave r/XIAlert
R a t e d
b u t
u n b i l l e d
Open Orders
+ 1000 *)
SalesSystem
BillingSystem(s)
BillingSystem(s)
RMCA
- 2500
I n v o i c
e d
- 2500
P o s t e d
+ 2500 + 2500 + 2500
= Liability notification via Partner Messages
C o n s u m e d
F r e e
*)
*) *)
*) Different liability types and levels available for the various business processes
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The Ear ly Warning Lis t
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SAP Cust om er Financ ia l Managem ent
AccountsReceivables
InvoicingBillingRatingMediationDispute
Management
CustomerRegistration& Booking
SAPEDR
Billing
SAPConvergent
Invoicing
SAP
RevenueManagement
Contract
Accounting
SAP
FinancialCustomer
Care
SAP
Electronic
Bill Presentment
and Payment
SAPCredit
Management
SAP Cust om er Financ ia l Managem ent
Credit Management: SAP Credit Management
Convergent Billing & Convergent Invoicing: SAP EDR Billing and SAP Convergent Invoicing
Collections Management: SAP FI-CA/RM-CA Subledger Accounting
Electronic Bill Presentment and Payment: SAP Biller Direct
Financial Customer Care & Dispute Management: SAP Financial Customer Care
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The SA P Sol ut i on for Bi ll ing & In vo ic i ng
AccountsReceivables
InvoicingBillingRatingMediation
Transformpayment-relevantevent data intostandardizedservice events
Transformstandardizedservice eventsinto pricedTransactions andguide them to thecorrect customer.
Process pricedtransactionsand additionaldata from othersystems (e.g. ordermanagement) tocreate structuredbill contents
Create invoicedocuments basedon:
• structured billcontents from billinghistorical data (e.g.open items)
• out of accountsreceivables
Provide accountsreceivables and
other downstreamsystems withaccording data.
Process required
postings triggeredout of invoicing.Process payments,
dunning, installmentplans.
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EDR Bi l l i ng Overvi ew
General Concept of Event Data Billing:
Service usage by the customer is represented by a unique event data record
Each Service Type (Phone, Letter, Road,…) is reflected by an individual EDR Type
Extendible EDR-Data Model
EDRs are aggregated in the bill run
Account Master Data is stored in EDR-Billing Engine
Integration of FI- and CRM business processes
Event for shipmentEvent for letter
Event for publictransport usage
Event for road usageEvent for parking
Event for phone call
Event for text message
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K ey Advant ages o f Event based Bi l l ing in SAP
FI-CA
E v e n t B a s e d B i
l l i n g i n F I - C A
SAP EDR concept independent of service type and service data structureService Agnostic
One Interface, many supported processes
Common Master data Model (Business Partner, Contract Account, Billing Account)
Integrated Billing
Platform
Central Event Data repository for all business processes: Billing, Invoicing, DisputeManagement, Customer Service, Unbilled Revenue Reporting and Revenue Assurance
Central EventData Repository
Billing of Services independent of payment direction (inbound and outbound billing)Accounts PayablesAccounts Receivables
Integrated Account determination based on Service Type
Flat rate Billing using integrated Billing AccountsIntegrated AccountModel
Fully transparent document flow from G/L postings down to the single EventTransparentDocument Flow
Designed as Solution for High Volume Billing for Service Provider IndustriesScalable High VolumeSolution
Integrates into SAP CRM, SAP ERP, SAP Customer Financial Management
and SAP NetweaverSAP Integration
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Convergent Invo ic ing – Def ini t ion
Convergent Invoicing
Invoice creation by:
including structured bill information from billing system(s) for one or many
services
including additional information out of accounts receivables (RM-CA)
applying discounts (e.g. cross service discounts or discounts on invoice sub-totals)
but in the standard, there is: NO application of pricing or (re-) rating rules
NO transaction on individual events (e.g. calls, downloads)
AccountsReceivables
ConvergentInvoicing
BillingRatingMediation
BillingRatingMediation
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What is RMCA and how is i t in t egrat ed?
FI /CA – Financ ia l m anagem ent /Con t rac t acc oun t ing
Pre-audited Multi-currency SOX readiness Business process templates
ConvergentBilling &EDR Manag.
Customercreation/updates
Bill loading
Handling ofPayments,ReturnsRevenue
distribution
Instalm. plan,Securitydeposits
Promise2PayDeferrals
Dunning&Collection,Collection
agencies
GL Recon-ciliation &Reporting
BillingRatingInvoicing
CRMMDMBilling
PaymentgatewayCRM (FCC)
Cash manag.
CRM (FCC)
Credit Manag.CRM (FCC)DecisionEngines
CollectionAgencies
GeneralledgerControlling
Reportnng
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Exam p le of a dunning p rocedu re
Procedure 01Business customer low risk
Level 1 Level 2 Level 3
SMS
> $0 > $150
low risk high risk
worklist
letter
> $0 > $300 > $900
letter
low risk high risk
call call discon
> $0 > $900
discn CA
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Bus iness Ru les Conf igura t ion
Collections Management /RMCA
Business Rules Framework (BRF)
Master Data
Contract Account
Collection Strategy Event Rule SetMapping
Rule 1
Rule x
Action 1
Action x
Return result
Expression
Decision tree Request context value Range expression Case expression Boolean expression Truth table Formula editor Function module
…
Allows for dynamic evaluation of any parameter Is typically configured by the business user
Supports linear as well as decision-tree based
strategies Logic can be displayed and configured in a user-
friendly way No programming required
Next collection step Ranking of activities Message
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SAP Cust om er Financ ia l Managem ent
AccountsReceivables
InvoicingBillingRatingMediationDispute
Management
CustomerRegistration& Booking
SAP
EDR
Billing
SAP
Convergent
Invoicing
SAP
Revenue
Management
Contract
Accounting
SAP
FinancialCustomer
Care
SAP
Electronic
Bill Presentment
and Payment
SAP
Credit
Management
SAP Cust om er Financ ia l Managem ent
Credit Management: SAP Credit Management
Convergent Billing & Convergent Invoicing: SAP EDR Billing and SAP Convergent Invoicing
Collections Management: SAP FI-CA/RM-CA Subledger Accounting
Electronic Bill Presentment and Payment: SAP Biller Direct
Financial Customer Care & Dispute Management: SAP Financial Customer Care
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SAP Financ ia l c ust om er c are
The SAP Financial Customer Care is a user friendly web based interface for
SAP RMCA incl. dispute management and FCC functionalities. The SAP FCC
for provides a 3 60 de gre e vi ew o f t h e c u st o m er ‘s f in an c ia l situation
and supports the following functionalities:
Account and invoice display
Payments (search, clarification, incoming & outgoing payments)
Financial disputes & Credits
Promise-to-pay, Installment plans & Deferrals
Security deposits
Collection Management
Correspondances
Interaction history, Follow ups, Notes, Workflows, …
… and a lot more …Collection
Scenario 1
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XI response Bonus points
miles, freeSMS, and so on
Balance type
Amount
Currency code
Bi l l ing Dat a In tegrat ion
CRM query Amount
Businesspartner
Businessagreement
Uniqueservice ID
Telco contract
External billing system External billing system
I n te rac t i on
Center
SAP CRM2007
SAP NetWeaverExchange
Infrastructure
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Business Proc ess Areas in Col lec t ions
Management
Batch Work/Mass activities
Manage CollectionsWork Lists
Process CollectionsWork Items
Today• RM-CA classical dunning based
on dunning procedures
New (EhP2)
• Dunning by collection strategy;dunning strategy and rankingrules are modeled in BusinessRules Framework (BRF);
• Evaluation of P2Ps
• Evaluation of collection success(per master data entity andcollection step)
New (EhP2)
• Maintenance of rules forautomatic assignment of workitems to teams/ agents
• Worklist management
• Release of dunning activities
Today• ICWebClient for processing
incoming/ outgoing calls
New (EhP2)
• ICWebClient for CollectionAgents provides all data andfunctions for collectors
• Full view of customer andaccounts
• Create/ change promise-to-pays
• Collection fact sheet
• Extended collection history
Analyze
Today• A variety of BI content
available
New (EhP2)
• Additional BI contentcoming
• Collection Success permaster data entity andcollection strategy/step
• Efficiency of collectors
• Promise-to-pay analysis
Collection
Scenario 4
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The Disput e Case
Contains a lot of information
Customer master data
Disputed items and amounts
Status
Related documents, order/contract data
Notes, history, change log
The Dispute Case is a virtual folder which providesall relevant documents and objects
Allows to trigger actions, e.g. ad-hoc or automatedcorrespondence
Option to create a credit note or an adjustment requestwith relation to the Dispute Case
Provides routing capabilities and escalations
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The Disput e Case
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SAP Cust om er Financ ia l Managem ent
AccountsReceivables
InvoicingBillingRatingMediationDispute
Management
CustomerRegistration& Booking
SAP
EDRBilling
SAP
ConvergentInvoicing
SAP
Revenue
ManagementContract
Accounting
SAP
FinancialCustomer
Care
SAP
Electronic
Bill Presentment
and Payment
SAP
CreditManagement
SAP Cust om er Financ ia l Managem ent
Credit Management: SAP Credit Management
Convergent Billing & Convergent Invoicing: SAP EDR Billing and SAP Convergent Invoicing
Collections Management: SAP FI-CA/RM-CA Subledger Accounting
Electronic Bill Presentment and Payment: SAP Biller Direct
Financial Customer Care & Dispute Management: SAP Financial Customer Care
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The Bi l ler Direc t – a Cust om er Sel f Serv ic e
Plat form
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Value propos i t ion CFM
Improved first-call-fix rate for financial inquiries and disputes
360 degree customer financial view for the contact centre agents usingreal-time information from SAP RMCA (FI-CA)
Consistent financial dispute communication with customer as well asacross department boarders
Easy to understand application – less trainings efforts by using e-learningtools, interactive scripting and integrated knowledge management
Pre-defined integration with CRM applications and other legacy systemsusing SAP XI leads to lower implementation cost and lowers the TCO
Reduction of DSO due to highly efficient collections functions
Support of multiple languages company specific terminology
Out-of-the-box Integration to other components allows for lowimplementation cost and productive work environment
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Dank e für Ihre Aufm erk sam k e i t !
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Contac ts
Michae la Kresak
Principal Business ConsultantCommunication, Utlities & Service ProviderSAP Business Consulting EMEA
SAP (Sw it zer land) Inc .
Althardstrasse 80CH – 8105 Regensdorf
M +41 79-820 24 48E [email protected]
http://www.sap.com
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