Building a robust, user-friendly customer interface as part of your AMI module: Providing your users with real time access to billing data

Transcription

1 Building a robust, user-friendly customer interface as part of your AMI module: Providing your users with real time access to billing data Andrew Strachan Industry Principle : Utilities SAP Africa

2 Lets step back and put some things into context.

3 What is AMI? Advanced Metering Infrastructure (AMI) is a communication network and meters providing usage information at regular intervals (at least hourly) and collected at least daily. (Source: Utilipoint, 2006) Advanced Metering Infrastructure (AMI) are systems that measure, collect, and analyse energy usage, and communicate with metering devices such as electricity, gas, heat and water meters, either on request or on a schedule. The network between the measurement devices and business systems allows collection and distribution of information to customers, suppliers, utility companies and service providers. AMI differs from traditional Automatic Meter Reading (AMR) in that it enables two-way communications with the meter. Systems only capable of meter readings do not qualify as AMI systems (Source: WIKIPEDIA, 2012)

4 Why AMI for a Utility? Accuracy of Meter Readings Near REAL TIME interface to Billing Greater Volumes of Meter Readings Redundancy Management Early Fraud / Tamper Detection 2-Way Communication Etc

5 Typical AMI Architecture MDUS Metered Data On-Peak (kwh) Off-Peak (kwh) Meter Reading Results Master Data BILLING & INVOICING ACCOUNTS RECEVIABLE CUSTOMER CARE Technical Infrastructure Commercial Infrastructure

6 But. What about the backend Key Activities Customer Relationship & Billing Selling of energy & services Customer service Billing of energy & services Customer financials management Intercompany / process data exchange Energy Capital Management Meter operations Energy data management AMI / Smart grid integration Energy portfolio management Reconciliation & settlement Energy accounting

7 GIGO! The need for standards? Whilst there are various standards and protocols..such as : ANSI C12.18 ANSI C12.19 ANSI C12.21 IEC IEC Etc Unless there is a standard and stable interface to Backend Systems

8 Robust & Stable Middleware MDUS is crucial The TOTAL cost of ownership = The TOTAL cost Metered of ownership Data = MDUS Cost of external platforms On-Peak (kwh) Off-Peak + (kwh) Cost of integrating applications and platforms Meter Reading Results + Master Data Ongoing Maintenance Costs + Cost of applications BILLING & INVOICING ACCOUNTS RECEVIABLE CUSTOMER CARE

9 As a Utility : Who is your customer? Ultimately your customer is the CONSUMER of your service...however is your internal customer not your SYSTEM USERS? If you cannot trust your AMI Integration (and data) you will be unable to..

10 Move from this. To this Traditional Siloed Front-Office CRM True 360 Customer Engagement Beyond CRM Service Marketing Billing/ Accounts Receivable Ship/ Ensure Fulfillment Procure/ Build Order/ Credit Check Sales Select Product/ Quote Internal-focused KPIs Average call handling time Number of cold calls per hour Number of leads generated Customer-focused KPIs First contact resolution rate Single point of contact Pro-active engagements!

11 Enabling users to.. Back End Consumer Facing Account and contact management Contract Management Master data templates Technical Data System Configuration Account and contact management Orders and contracts Product Configuration / Bundles Technical Data System Configuration Device management Meter readings Billing and invoicing Accounting Collections and payments Switch Process Interaction Centre Interaction History Interactive Scripts, Alerts, Offers Quotes Pricing Knowledge Management Marketing Segments & Campaigns Complaints Service Orders / Requests CRM UI www CRM UI (direct access) mobile BI Billing, Metering and Operational Data

12 See all Consumer Info Scratch Pad Customer Information Alerts Communication Information Toolbar Navigation bar News and unstructered information Workspace

13 At a single glance Most important financial data at one glance History of interactions with the customer Flexible customer environment

14 Managing Megadata in REAL TIME? Analyzing data at the speed of thought 3600x Faster reporting speed 460B Data records analyzed in less than a second The In-memory Revolution: Business Insight KEY MESSAGE The breakthrough innovation of In-Memory Technology 460 B data records analyzed in < 1s : 3600x faster

15 Smart Grid Analytics New prediction services in seconds! What if 10% Green production? What if 20% efficiency increase? What if 5% tariff increase

16 And also enabling Consumers to Manage themselves.. Consumers View Customer Energy Analytics Energy Services End to End Communication Easy to use end customer web application which helps understanding & managing the personal energy consumption Energy Services which brings added values around energy (Bill Shock Service, Vacation Service, etc.) End to End processes which allows the efficient communication with customers, including mobile devices

17 Enabling Consumers & Suppliers to Manage, Save & Predict! Smart Meter Visualization - Show Consumption - Show Costs - Show CO2 Footprint Energy Services - Bill Shock - Vacation Service - Best Tariff Guarantee Benchmarking & Comparison - Predefined Benchmarking - Predefined Peer Groups - Home Profile Customer Energy Management CEM API - Web Application embedded in a Customer portal - API for Native Mobile Applications - API for Backend Process Integration Savings Opportunities - Energy Saving Tips - Cost Saving Tips - Energy Goals Integration - Smart Meter Analytics - CRM Systems - Billing System

18 In Summary. Garbage In = Garbage Out! An Efficient and Stable AMI Interface is critical for ANY Utility Organisation.. And it forms the basis for SMART Grids Ease of use (& trust of data) ensures adoptability across the value chain supplier to customer! Enabling: Predictability, Efficiency, Saving

19 End Insanity is doing the same thing over and over again and expecting different results Albert Einstein

20 Thank you Andrew Strachan Industry Principle : Utilities SAP Africa SAP Africa Region T F M E andrew.strachan@sap.com

21 Building a robust, user-friendly customer interface as part of your AMI module: Providing your users with real time access to billing data Andrew Strachan SAP Africa