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November, 25th 2008
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CRM as the Unique way to successCRM for Utilities – Market Overview and Momentum
CRM for Utilities RoadMap
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CRM as the Unique way to success
CRM for Utilities – Market Overview and Momentum
CRM for Utilities RoadMap
© SAP 2007 / Page 4
� 20 years solution maturity including Utilities best practise
� 1300+ electricity, gas, and water utilities in 70 countries
� Billing of 600 million supply contracts licensed with SAP
� 100+ partner community in SAP for Utilities
� 350+ utilities managing assets with SAP
� 120+ power generation companies run SAP
� 300+ municipality utilities run SAP
� 150+ water utilities run SAP
� 21 of Top 25 utilities run SAP (100 % In EMEA)
� Leader in peer-group: 65% CIS and 33% ERP market share (Gartner)
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“We upgraded to SAP CRM 2007 in just three months” - StatoilHydro
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CRM 5.0 CRM 2007
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+45%� Standalone CRMEbay implemented standalone SAP CRM call center in 6 months for 3000 users (replacing Siebel)
� Standardizing on SAP CRMEoN group is upgrading their global call center, standardizing on SAP CRM
� Fast ImplementationIntervoice: Global CRM upgrade in 4 months; Statoil Hydro: SAP CRM upgrade in 3 months; Eclipse Aviation: 8 weeks; Florida Crystals went live on Interaction Center & Trade Promotion Management in 17 weeks
� Scalability Net App: 20,000 USERS, high transaction volumeHome Shopping Europe: 60,000 calls per day
� Ease of Use Intervoice: "During our CRM 2007 rollout training there were times when spontaneous applause erupted"
CRM 2007
CRM 5.0
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Industry Sectors
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CRM as the Unique Way to Success
CRM for Utilities – Market Overview and Momentum
CRM for Utilities RoadMap
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ComprehensiveSimple Flexible
CRM without compromise
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Utility Market
ChoiceTCO Reduction
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Complete sales, Marketing, service
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High user adoption and user productivity
Flexible applications personalization and
configurationSOA Compliance
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Knowledge MgmtAlert and Rule engines
email Integrationto reduce agent training and costs
Microsoft Office & AdobeInteractive Forms
Seamless Integration
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End-to-End Business ProcessesCRM and IS-U as unique entity
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© SAP 2008 / Page 34 This presentation is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document.
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J�� 9 ������������ & ����������& ��� ��K� Deep integration of real-time offer management� Much improved design and deployment of energy products/bundles� Deeper integration into marketing for campaigns and promotions� Support of new “smart products” for retailers operating in an AMI
environment that:� are aware of additional smart meter capabilities like load limiting� support load management programs� support prepay products w/o special prepay meters
� Integration of CRM into the portfolio management process
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