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

Transcription

1 Meet the Needs of the Modern Customer: From Real Time to Right Time Jeff Lautenbach, President, Customer, Money and Suite Clouds, SAP Mr. Bernhard Schumacher, Head of Sales, MVV Energie

2 Welcome - One 45-minute General Session - One panel discussion - 6 x 20-minute customer presentations - 8 x Microforum sessions - 8 x Demo Theater sessions SAP AG. AG. All All rights rights reserved. 2

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 ecommerce Social SAP SAP AG. All AG. rights All rights reserved. reserved. 3

4 Why? Empowered Customers are changing the rules. 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 SAP SAP AG. AG. All rights All rights reserved. reserved. 4 4

5 SAP 360 Customer From Prospect to Promoter Vision Strategy Customer Success Go from Prospect to Promoter Lead in Cloud Leverage On-Premise Differentiate by Industry Make the customers of our customers successful SAP SAP AG. AG. All rights All rights reserved. reserved. 5

6 Meet the Needs of the Modern Customer: From Real Time to Right Time May 2013 Seite 6

7 About MVV Energie AG: Products & Markets #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 Electricity Gas District Heating Energy related Services Miscellaneous? Nationwide Utilities Sales Nationwide Green-Energy Sales Nationwide Gas Sales Nationwide Bio- Gas Supply Regional (long- Distance) district heating Contracting and Energy Efficiency Industrial Parks Consulting Regional Water Supply Environment Thermal waste treatment

8 Windproduction (GWh) Spot Price (EUR/MWh) Trends and Challenges in the Utilities Industry A Paradigm Shift in Energy Supply Renewable energy production From passive to active customers ( Prosumers ) Real-time interaction consumer and producer Electricity wholesale market undergoing changes in structure and price levels Renewable Energies have strong influence on Electricity price level :00 12:00 00:00 12:00 00:00 12:00 00:00 12:00 00: Volatility of components within end-consumer electricity prices (e.g. Tax, etc ) Little influence of the Utility Provider The smart grid combines all parties to an Internet of energy (power)

9 Tailor sales approach specifically to target customers Place customers at the heart of the business Churn Management Communication Leveraging MVV marketing media to actively promote added value End Start Customer Life Cycle Product offerings Confirmation of contracts New customer welcome package Customer Service Creating a positive experience for the customer during customer interaction Active communication of service related topics 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

10 SAP CRM on HANA Implementation: Project SPEED Why SPEED is important for our sales organization State-of-the-art SAP CRM system and central pricing system as key investment for future Empower sales through latest database technology and an extended mobile sales application High data volume in the Utilities industry can only be handled through in-memory technology System driven Process-Efficiency-Enhancement on new Database technology Ensure long-term competitiveness by replacing de-central office applications Improved process efficiency and quality Achieve efficiency gains and economies of scale MVV is the first company worldwide implementing SAP CRM based on this new technology

11 SAP CRM on HANA as central integration platform Intuitive 360 view of the customer via a central CRM in real-time 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) CRM SAP CRM as Integration platform Controlling/ Reporting/ Analysis Pricing Procurement Sales Delivery Status Billing status Workflows Seite 11

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 12

13 Seite 13 DEMO

14 Status Quo and Outlook Project Kick-Off Go-Live Jan May 2013 Improvements and harmonization of forecasting methods Continuous automated forecast optimization Outlook: Further possibilities with HANA beyond Project SPEED 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

15 Thank You 2013 SAP AG. All rights reserved.