April 4, Customer Orientation Webinar

Transcription

1 April 4, 2017 Customer Orientation Webinar

2 Today s Agenda Executive Overview/Update Project Management Customer Portal: My Sensus Connection Technical Services Customer Service Sensus Education and Training Site SPAN 2

3 Overview / Executive Update Rich Creegan & Tom Williams 3

4 Xylem Overview Today Unmatched Global Presence in Our Industry Leading global utility technology provider Over $4.5 billion in revenue Approximately 16,000 global employees 360 global locations Provides solutions in 150+ countries Key valuation of Sensus acquisition was derived from advanced technology, FlexNet and diversification into energy sector 4

5 Sensus at a Glance Sensus provides comprehensive end-to-end solutions to help utilities and cities do more with their infrastructure 14,000 utility customers >10% R&D as percent of sales >80M metering devices (electric, gas & water) >38.5M SmartPoints under contract and 20M installed >400M messages transmitted each day 5 Adding 15 dedicated resources to support our rural electric co-op corporation (RECC) customers

6 Sensus Electric Metering Portfolio Benefits DER Data Analytics Conservation Voltage Reduction Quality of Service Advanced Rate Structures Safety* Outage & Restoration Remote Service Switch Received Delivered NET Snapshots and multiple channels of load profile data 5-minute intervals Last 1-minute resolution 15 snapshots Voltage accuracy +/- 0.1% Flexible demand reset 7 TOU tiers 8 seasons, 24 holidays Hot socket detection and protection Mechanical hardening UL minutes of outage messaging >90% of restoration messaging >15K full load, >35K light load Meter Reading Automation and Revenue Protection >99% billing reads Tamper detection 6

7 Sensus Expanding Roadmap Support Expansion and refresh of metering platforms - Stratus, Aclara i210 & Kv2c, Honeywell A3 Expansion and refresh of network platform - M400D, R100 and R10 Base Stations expanding reach & throughput Updated Distribution Automation capabilities - Automation control support for 4G cellular and high availability solutions New applications for phase detection and data analytics Introduction of FlexNet V2 - Expanded support of enhanced supervisory messaging (ESM) interval data and other data intensive applications Support for distributed energy resources (DER) - Renewables and distributed generation functionality New acquisitions & collaboration for Internet of Things (IoT) capabilities - Collaboration with PTC to leverage their ThingWorx IoT Platform - Verdeeco, Sentec and Visente acquisitions

8 Project Management An Introduction Jeff Woody 8

9 Sensus Customer Operations Jim Mundell Vice President, Customer Operations Professional Services Technical Services Managed Services Deployment Services Education & Training Customer Service Lynn Scott Sr. Director Tuan Lam Director Jack Swearhart VP Jeff Woody Sr. Director Mike Higgins Sr. Manager Janice Wildnauer Sr. Manager 1 st Customer Solutions 200 Team Members in US, Canada and India 9

10 Program Methodology Implementation (PMI) Customer Journey: Led by the Sensus Deployment Services Team PMI/Stanford Certified Project Managers Sensus Executive Sponsor Monthly Executive Reviews Contract Award Network Planning Pre-deployment Planning Program Management Training Systems Deployment Solution Design (PS) Endpoint Installation Transition to Operations Optimization & Acceptance 10

11 Customer Portal & RMAs Anne Mushow 11

12 My Sensus Connection: Your Customer Portal 12

13 My Sensus Connection Login 13

14 Return Material Authorizations (RMAs) All materials are returned directly to Sensus for validation, rework, credits, exchanges and possible replacement 14

15 Sensus Returns New RMA 15

16 Returning Sensus Materials: The Process There are two ways to enter a return Directly through My Sensus Connection Calling Customer Service The same information is required for both methods used List of all serial numbers to be returned Type of meter Reason for the return 16

17 Third Party Returns Third party materials are all returned via their preferred tool All materials are returned directly to the third party They triage the units to determine if the failure is due to communications module or the meter All communication modules from third-party products are returned to Sensus via the third party 17

18 SI Request Process Special Investigations cannot be entered via the portal A call to Tech Services is required to begin a SI Share the details of the issues with Tech Services The detailed background will help the Technical Service Engineer (TSE) determine if the issue has been previously identified, or if a SI is required A Failure Analysis Engineer will analyze the information to determine whether to approve the SI Tech services will work with you to generate the RMA paperwork You ll receive the instructions for shipping the material via 18

19 Special Investigations Request a Special Investigation (SI) if you: Experience an issue that affects the accuracy of the way you bill your customers Have a sudden or new increase in the number of incidents of an issue As a rule of thumb, we typically recommend a SI when a customer - Experiences 10 incidents of an issue over time - Experiences five incidents of an new issue in a short time period - If occurrences represent a high percentage of your population (1% or greater) on small populations 19

20 Technical Services Issues and Escalations Tuan Lam 20

21 Tech Services Severity Level Description SEV 1 - Your production system is down. The system is unusable. Response within 30 minutes Resolve within 24 hours SEV 2 - Major system feature/function failure. Operations are severely restricted. Response within four hours Resolve within 48 hours SEV 3 - The system is usable. The issue doesn t affect critical overall operation. Response within one business day Resolve within 30 business days 21

22 Tech Services Escalation Process Overview Stay informed with our Escalation Management process Features Consistent problem resolution process Formal action planning process Specific roles & responsibilities assigned to team members Active customer participation Benefits Rapid problem resolution Improved communication Minimal downtime Get to root cause(s) quickly and capture data to make the appropriate decision 22

23 Customer Service Order Placement and Inquiries Wendy Springer 23

24 Customer Service: We re Here to Help Customer first: Get the answers to your questions Place your orders conveniently by Fax ( ) Contact us for more assistance Call Customer Service at METER-IT ( ) is open M-F, 8 am to 5 pm ET for: Product information (Option 1) Technical support (Option 2) Order status & changes (Option 3, or icon.support@xyleminc.com) RMA information (Option 5) Accounts receivable (Option 6) 24

25 Sensus Education Mike Higgins

26 Sensus Education elearning available here 26

27 Sensus Education 27

28 SPAN Sensus Partner & Advisor Network Arlin Rummel 28

29 SPAN User Group: Purpose Foster communications among members about installation and operation of the FlexNet system and reach consensus with Sensus about ongoing development and corrective action activities. Formed in member utilities Comprised of electric, water and gas users Nine subcommittees that meet regularly during the year, including: Electric, Water, Gas, Distribution Automation, Software, Data Analytics, Infrastructure, Security and Canadian Utilities One joint meeting of subcommittees per year SPAN business meeting at REACH Conference 29

30 Member Benefits SPAN Portal Knowledge base Calendar Social media Networking opportunities for best practices Input to new products and enhancement Focus teams Product roadmap updates SPAN leadership participation at the annual Reach planning meeting Access to Sensus leadership Get New Member Info: Dominic Longo SPAN Chair 30

31 Contact Information Mike Higgins 31

32 Contact Sensus Helpful Links North America Support Page Sensus Home page > Support > North America My Sensus Connection (Order inquiries, RMA, technical support and more) Sensus Home page > Support > North America > My Sensus Connection Sensus Education & Training Sensus Home page > Support > North America > Education & Training blog 32

33 Contact Sensus Helpful / Fax / Phone Details 33 Order Placement sensus.orders@xyleminc.com or via fax Order Inquiries icon.support@xyleminc.com METER-IT ( ) - Order Status option #3 Technical Services METER-IT ( ) Customer Service METER-IT ( ) SPAN Contact Dominic Longo, SPAN Chair Dlongo@energyplus.ca

34 Questions? Thank you for joining us. Please forward any questions or feedback to: 34