Jeff Lautenbach, President, Customer, Money and Suite Clouds, SAP

Mr. Bernhard Schumacher, Head of Sales, MVV Energie

Nayaki Nayyar, SVP, Cloud for Customer and Integration OnDemand, SAP

Meet the Needs of the Modern Customer: From

Real Time to Right Time

© 2012 SAP AG. All rights reserved. 2

Welcome

- One 45-minute general session - One panel discussion - Six 20-minute customer presentations - Eight microforum sessions - Eight demo theater sessions

© 2013 SAP AG. All rights reserved. 3

It’s time to engage your customers like never before.

The right insight at the right time

Specific to your industry

Integrated to your enterprise

With an experience that drives results

SAP 360 Customer for

Marketing Sales Service E-commerce Social

© 2013 SAP AG. All rights reserved. 4

Digitally connected

Socially networked

Better informed

79% of customers spend at

least 50% of total shopping time researching products online.

53% of customers abandoned an

in-store purchase due to negative online sentiment.

59% of customers are willing to

try a new brand to get better customer service.

Why? Empowered customers are changing the rules.

© 2013 SAP AG. All rights reserved. 5

SAP 360 Customer From prospect to promoter

Go from “prospect to

promoter”

Vision

Lead in cloud

Leverage on premise

Differentiate by industry

Strategy

Make the customers of

our customers successful

Customer success

Seite 6

Meet the Needs of the Modern Customer: From Real Time to Right Time

May 2013

About MVV Energie AG: Products & Markets

Nationwide

Utilities Sales

Nationwide

Green-Energy

Sales

Regional Water

Supply

Environment

Thermal waste

treatment

Regional (long-

Distance) district

heating

Nationwide Gas

Sales

Nationwide Bio-

Gas Supply

Contracting and

Energy Efficiency

Industrial Parks

Consulting

?

District Heating Gas Electricity Energy related

Services

Miscellaneous

• #6 in the German Utilities market

• Over 5,500 employees, affiliates in Germany, England, Czech Republic

• More than 10,000 B2B customers, more than 1.000,000 B2C customers

• Turnover 3.9 billion Euros per year

• Renewable energy production

• From passive to active customers (“Prosumers”)

• Real-time interaction consumer and producer

The smart grid combines all parties to an Internet of energy (power)

Trends and Challenges in the Utilities Industry

– A Paradigm Shift in Energy Supply

Wind

produ

ction

(GW

h)

26.02.2010 27.02.2010 28.02.2010 01.03.2010

4

6

8

10

12

14

16

18

20

00:00 12:00 00:00 12:00 00:00 12:00 00:00 12:00 00:00-20

-10

0

10

20

30

40

50

60

Spot

Price

(EUR

/MW

h)

• Electricity wholesale market undergoing changes

in structure and price levels

• Renewable Energies have strong influence on

Electricity price level

• Volatility of components within end-consumer

electricity prices (e.g. Tax, etc…)

• Little influence of the Utility Provider

Tailor sales approach specifically to target customers Place customers at the heart of the business

Churn Management

Customer Service

Creating a positive experience for the

customer during customer interaction

Active communication of service related

topics

Communication

Leveraging MVV marketing

media to actively promote

added value

Product offerings

Confirmation of contracts

New customer welcome package

End Start

Customer

Life

Cycle

Introduction of prosumer (producer/consumer)

services and products to increase amount of

controllable feed-ins

Leverage existing systems and processes for

management of renewable energy feed-ins

Analyze load profiles of B2B customers to find

clusters and benchmarks

Introduction of smart meters instead of classic

meters to more than 10,000 SME customers

Combine existing systems and processes with the

opportunity to upscale the number of feed-ins

Leverage SAP HANA as a prediction machine to

generate value for customers and improve margins

Inspire sales force and increase their efficiency

Manage rapidly increasing number of customers and

increasingly complex services through accurate

customer data and a systematically supported sales

process

SAP CRM on HANA Implementation: Project SPEED Why SPEED is important for our sales organization

Empower sales through

latest database technology

and an extended mobile

sales application

Achieve efficiency gains

and economies of scale

Ensure long-term

competitiveness by

replacing de-central office

applications

Improved process

efficiency and quality

State-of-the-art SAP CRM

system and central pricing

system as key investment

for future

High data volume in the

Utilities industry can only be

handled through in-memory

technology

System driven Process-Efficiency-Enhancement on new Database technology

MVV is the first company worldwide implementing SAP CRM based on this new technology

Seite 11

SAP CRM on HANA as central integration platform

SAP CRM as

Integration platform

Sales

Pricing

Controlling/

Reporting/

Analysis

Procurement

Delivery

Status

Billing

status Workflows

Intuitive “360° view of the customer” via a central CRM in real-time

CRM

Central management of sales process from CRM into back-end systems

Streamlined data flows and automated workflows

Reduction of manual data entries (interfaces) and separate (office based) customer lists

CRM system to support Pre-sales, Sales, After-Sales and Customer Service

Leveraging customer data for focused acquisition of new customers

Improved reporting and analytics (Customer requirements analysis, Customer value analysis, Customer

segmentation)

Seite 12

SAP Sales Companion Mobile application for Key Account Managers and Field Sales Reps

New information based services and products for customers:

Analysis of large data volumes in real-time through in-memory

technology

More face time with the customer:

Less time consumed for searching for the right information.

Increased sales effectiveness through current information:

Relevant data from SAP CRM as well as information from internet

CRM moves closer to sales employees via the mobile application:

Increases trust in the system (acceptance) and improves data quality

Gaining efficiency by entering information directly:

Entering information right after the meeting with direct transfer to

CRM

More insight through HANA analytics:

Analysis of load profiles in combination with SAP CRM data

Seite 13

Status Quo and Outlook

Outlook: Further

possibilities with HANA

beyond Project SPEED

Project

Kick-Off Go-Live

Jan. 2013 May 2013

Improvements and harmonization of forecasting methods

Continuous automated forecast optimization

Actual vs. Plan Comparison for re-calculations

Cluster analysis with combination of data from different sources

Customer value analysis

Consumption pattern simulation and impact analysis on pricing

Seite 14

Product Road Map: Engage your

Customers Like Never Before Nayaki Nayyar

16 May 2013

© 2013 SAP AG. All rights reserved. 15

Product strategy for SAP 360 Customer

1. LEAD IN CLOUD across marketing,

sales, service, e-commerce, social,

and mobile

2. LEVERAGE ON PREMISE with private

cloud and comprehensive integration

SAP HANA Cloud Platform

Sales Service Marketing

Social and predictive analytics

Industries

E-commerce

4. ENABLE partner ecosystem with SAP

HANA Cloud Platform

3. DIFFERENTIATE with industries,

insight, and experience

© 2013 SAP AG. All rights reserved. 16

Lead in cloud Beautiful UX, mobile first, social everywhere, persona-based, predictive analytics, preintegrated

Customer insight

SAP Cloud for Sales SAP Cloud for Service SAP Cloud for Social Engagement

© 2013 SAP AG. All rights reserved. 17

Leverage on premise Integration is key to achieve the desired business outcomes from cloud

iFlows (prepackaged integrations to CRM and ERP)

Full support, certification, and testing across updates and patches by SAP

Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy, territory assignment,

products, employees, campaign headers)

Real-time bidirectional integration of transactional data (leads, opportunities, activities, service requests)

Employee

Lead Service

request Opportunity

Business

partner

Employee

Service

request

Business

partner Quote/sales

order

Product

Product

Lead Opportunity

SAP CRM

Campaign

header

Campaign

Activity

Activity

Account

hierarchy

Account

hierarchy

Territory

assignment

Territory

assignment

SAP Cloud for Customer

© 2013 SAP AG. All rights reserved. 18

DEMONSTRATION

© 2013 SAP AG. All rights reserved. 19

Summary Engage your customers like never before with SAP 360 Customer

The right insight

at the right time

With an experience

that drives results Specific to your

industry

Integrated to your

enterprise

© 2012 SAP AG. All rights reserved. 20

© 2013 SAP AG or an SAP affiliate company.

All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.

The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty

of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and

services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be

construed as constituting an additional warranty.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in

Germany and other countries.

Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.