digital customer & workforce transformation using sap · pdf filedigital customer &...
TRANSCRIPT
Digital Customer & Workforce Transformation Using SAP MCF and UI5 through Fiori David Head, Utegration (speaking on behalf of Barry Williams, BWWB)
Outline
• Program Overview
• Customer Engagement Highlights – Mobius (Customer Self-service Portal)
– CFI: Correspondence Framework Infrastructure
• User Experience Spotlight – Mobility: Field Services
Voice communication SystemsProcessing SystemsData Communication Systems
Security Systems
Human
Resources
Management
Systems
Customer
Interaction
Systems
Financial
Management
Systems
Maintenance
Management
Systems
SCADA
Customer Relationship
Management Systems
Executive Management
Reporting Systems
Geographic
Information Systems
Laboratory Information
Management Systems
Customer Web Self ServiceIntranet SiteInternet Presence
Current Business and IT Systems
Infrastructure Layer
Transaction Layer
Info Mgt Layer
Customer & Employee
Layer
Device Management
Billing and Invoicing
Print Workbench
Customer Service
Web Self Service
Credit and Collections
Service Orders
Credit and Collections
Dunning Write off Collection Agency Bankruptcy and Lien Processing Payment Arrangements and Processing Security Deposits Financial and Receivables Management Integration with General Ledger and Controlling Modules Automatic GL determination
PHASE 2 OVERVIEW – CUSTOMER ENGAGEMENT & USER EXPERIENCE
4
Billing and Invoicing
Residential and non-residential billing Flexible billing cycles Billing water and sewer Calculation of usage and flat charges and franchise fees Billing/invoicing validation Mass parallel processing of batch jobs Billing and invoicing reversals Manual Billing Unbilled Revenue Reporting Consumption and Sales Statistics Budget Billing Business process exception management
Device Management
Device Movement Device Installation/Removal/Replacement Equipment Inspection Meter Reading/Validation/Monitoring Meter Read Routing
Reporting
Reporting Data Models Defined Reports
Print Workbench
Bill output file generation Integration with Pinnacle Bill messaging initiation Outbound correspondence
Service Orders
Service Order Creation Automatic Service Order Cancelation
Customer Service (CRM IC Web)
Customer Identification and Overview Customer Interaction Records Technical Location Data Contract Management Service Order and Disconnection Billing/Account Balance/Collections Overview Business Process Exception Management Misc. Processes
CFI – Correspondence Framework Infrastructure
Mobility
Field Services Real-time Mobile Information Access Mobile App for Service Order Execution and Completion
Customer Self Service (Mobius)
Contract Account Details Bill Overview Bill Presentment Payment Overview and Details Meter Reading and Consumption History Move-In/Move-Out/Transfer Requests Contact Information and History
Customer Administration E-Mail Notification User Access Request
Customer Engagement: Mobius
The Mobius platform will allow customers to login and interact from any web browser via a computer or any mobile device
Customer Engagement: Mobius
The Mobius Home Page displays a clean view of information and provides a responsive display for mobile device viewing
Customer Engagement: Mobius
Customers can see a Summary of all their Contract Accounts
Customer Engagement: Mobius
On the Home page, customers have the option to switch between their Contract Accounts by selecting the Contract Account from the dropdown
Customer Engagement: Mobius
Customers can sign up for paperless billing
Customer Engagement: Mobius
Customers can view both their bill history and payment history
Customer Engagement: Mobius
Customers can view their balance due and navigate to make a secure payment
Customer Engagement: Mobius
Customers will be able to view their Meter Reading and Consumption History
Customer Engagement: Mobius
Customers can easily submit Move-in, Move-out, or Transfer Service Requests
Customer Engagement: Mobius
Customers will be able view their interactions with BWWB such as web or IVR interactions
Customer Engagement: Mobius
Customers will be able to easily manage their personal settings and information
Customer Engagement: Mobius
Mobius DEMO
Customer Engagement: CFI
What is CFI (Correspondence Framework Infrastructure)? A framework provided by Utegration within SAP
CR&B to help manage and track Customer Correspondence (essentially letter or email
communication to customers)
Customer Engagement: CFI
CFI provides a mechanism for CSRs to send manual correspondence (emails or letters) quickly and easily from SAP
Customer Engagement: CFI
An Admin Dashboard exists to control the management and monitoring of various correspondences (manual and automatic)
Customer Engagement: CFI
The monitoring capabilities of the CFI Admin Dashboard allow for necessary tracking of correspondence transmittal status
Customer Engagement: CFI
User Experience: Mobility
BWWB field services personnel enabled with Utegration’s Mobility app will be able to access their assigned orders via a simple, user-friendly mobile application
User Experience: Mobility
Order Types/Activity Type supported
User Experience: Mobility
After logging in, field workers will see a list of their assigned orders
User Experience: Mobility
Selecting an order will show relevant order details
User Experience: Mobility
By selecting the Attachment icon Mobility will show a screen to display any special instructions, input text from the field as well as an option to attach a picture
User Experience: Mobility
The Information icon it will show the location information and service order summary
User Experience: Mobility
Various Map Views will allow field personnel access to directions and order sequence information
User Experience: Mobility
Mobility DEMO
Questions?
Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Technical Architecture – Mobius
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Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
34
Technical Architecture – Mobility
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