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1Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
Capgemini Global Utility SectorDigital Connections ManagementOctober 2016
2Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
Capgemini is a recognized Leader in Utilities for IT Services
*Source: IDC Energy Insights: “IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations 2015 Vendor Assessment,” Roberta Bigliani, Gaia Gallotti, Jean-François Segalotto, April 2015.** Source: Verdantix Green Quadrant Power Utility IT Services (North America)," February 2015***Source: Gartner, Inc.: “Market Share: IT Services, 2014,” Kathryn Hale et al, 31 March 2015**** Source: HfS Blueprint Report: "Utilities BPO," Reetika Joshi, December 2015
IDC Energy Insights positioned us as a leader in the Global Professional Services Firms for Utilities Customer Operations MarketScape. IDC commented that “Capgemini remains one of the leaders in the market for services to the utilities industry. The company continues to focus on innovation and industrialization of comprehensive solutions for this market, covering the entire value chain with digital transformation among its key distinctive capabilities. In fact, Capgemini was one of the first companies to introduce this concept in conjunction with Boston's MIT.” *
Verdantix positioned us as a leader in Verdantix's Green Quadrant for Power Utility IT Services (North America) 2015. "These providers offer the deepest set of capabilities, have the strongest track record and can meet multiple utility requirements." **
We are one of the world’s largest business consulting, systems integrators and outsourcers for utility companies, ranked by Gartner based on 2014 revenue: #1 in Utilities for IT Services in EMEA ***
"Capgemini's Digital Utilities Transformation is a solid framework created to prepare and assist utilities in reinventing themselves via disruptive digital technologies, and the H-Model Architecture foundation is a pragmatic approach to grant applications agility“; Roberta Bigliani – Associate VP, Head – Europe, Middle East & Africa, IDC Energy Insights
According to a leading market analyst firm, Capgemini is a leader in smart grid and advanced metering infrastructure solutions.
Capgemini has been positioned in the 'High Performers' category in HfS' Utilities BPO Blueprint report 2015 **** We have global reach in North America, South America, Europe and Asia Pacific with 12,000 consultants working in
this space The Utilities sector accounts for €1.047 bn (10%) of total Capgemini Group Revenues (2015)
3Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
The energy industry is facing a level of disruption unseen in a century
Making the energy system more flexible is the focus in the market through mechanisms such as demand response, energy storage and the smart grid. As the level of decentralised generation increases, the energy system must deal with two way power flows and more intermittent power generation.
The development of energy storage propositions for customers introduces new opportunities for customers to be flexible in the times that they purchase electricity from the grid.
Energy Industry Disruptions
The smart home market is gathering momentum in Europe and US. Start-ups and tech giants continue to launch solutions that take advantage of Internet of things (IoT) technologies, bringing a slew of new internet-enabled home automation products to the market.
Utilities across Europe and the US have been turning to value-add energy services as potential growth area.
New and deep-pocketed players like Google & Nest, Apple, and Tesla are entering the energy industry.
4Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
Sustainable Energy, Digital Transformation and move from Commodity to Services…
The utility company of tomorrow will be a new kind of energy company – a producer, gatherer, and exchanger of the charged particles that make every day better and every dream closer to reality for its customers.
Capgemini can help your enterprise go from u2es - “u” to “es” – transform from a utility company into an energy services company, ready to embrace the potential of your industry and deliver the results your customers expect, your communities demand, and your company deserves. Get ahead of the future with u2es Transformation from Capgemini.
5Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
u2es builds on Capgemini’s expertise and offers across the Digital Transformation framework
Cost Reducing OfferRevenue Generating Offer
Customer Experience Operational Efficiency New Business Models
Transversal SolutionsCap
gem
ini a
ctua
l offe
ring
DU
T (D
igita
l Util
ity T
rans
form
atio
n) Digital Customer Experience
ACCESSDigital Customer Operations with ODIGO
Insights & Data
Energy Internet of Things
Digital industrial Asset Lifecycle Management
Insights & Data
UtilityPath
Smart Meter Network Operations
Insights & Data
Digital Customer Experience
Energy Internet of Things
Infrastructure Services NextGenAM Managed Testing
Services Mobility BPO
6Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
Aware
Passive interest
Active involvement
Interactive involvement
Community involvement
Unaware
Utility-driven market
Consumer-driven market
The need for customer centric approach by Utilities with the evolution of consumers and ongoing energy transitions
7Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
Digital Connections ManagementBuilt on Salesforce
8Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
Digitization of connections management is key to competitiveness for Utilities
Each year, utilities face tens of thousands of Electrical Work Requests (EWRs) related to end point connections.
These requests are tracked, acted, escalated & completed manually by paperwork or by phone call/email.
These processes reach across multiple internal and external parties (Distributor, Retailer, Licensed Electrical Worker, customer, and others).
This results in a process that is costly, inefficient, and does not provide a positive experience for the client’s customers and partners.
The Challenge
Utilities are looking for a digital and flexible solution to automate the process and reduce execution time
Coupled with the macro disruptions facing the industry surrounding renewable proliferation and changing market conditions, utilities are looking for a way to begin their digital transformation journey with simple easy to embrace manner
The Need
9Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
The Solution: Capgemini Digital Connections Management on Salesforce
Salesforce as a digital platform to build an integrated workflow management system A front-end web portal would allow users to register, submit, action and track work request progress
Digital StatePrevious State
Internal user
Partner
Internal userField Activities
Internal user
Customer Partner
Internal user Field Activities
Customer
Manual to Digital An end to end digital and paperless process, from initiation to execution and closeout Live updates, users notified immediately via SMS/Email Quick case resolution/escalation through automated workflows (robust logic to cater for all edge –case scenarios).
A user-friendly front end experience that integrates seamlessly with the Salesforce cloud. Retailers no longer need to process new connections Easy self service and task management via tablet and smartphone. Auto-generated/customisable reports based on internal roles
DigitalConnectionsManagement
10Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
Benefits
Reduction in response and turnaround time from days to less than a minute in most cases Improvements in operational efficiency leading to cost reduction
Enhanced efficiency and reliability1
Helps utilities evolve from the grid centric model to a customer centric model Paves the way for the adoption of emerging digital technologies Helps adoption of emerging business models with greater ease and higher probability of success
Enabling future-ready organization2
Proven track record of delivering “ready-to-deploy” solution which digitizes end-to-end connections processes for utilities Comprehensive solutions for utilities market, covering the entire value chain with digital transformation
Depth of Salesforce experience with numerous implementations in the utilities sector An agile project delivery approach that ensures transparency while building capabilities that are driven by business
priorities Among the world’s largest business consulting, systems integrators and outsourcers for utility companies
Why Capgemini
for DCM
Besides enabling the utilities embrace the vision of being a consumer-driven business, Digital Connections Management Solution offers the following benefits:
11Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
The potential impact of Capgemini DCM
Digitally-modified businesses Product/service augmentation Transitioning physical to digital Digital wrappers
Process digitization Performance improvement New features
Customer understanding Analytics-based segmentation Socially-informed knowledge
New Digital Businesses Digital products Reshaping organisational
boundaries
Worker enablement Working anywhere anytime Broader and faster communication Community knowledge sharing
Top line growth Digitally-enhanced selling Predictive marketing Streamlined customer processes
Digital Globalization Enterprise Integration Redistribution decision authority Shared digital services
Performance management Operational transparency Data-driven decision-making
Customer touch points Customer service Cross-channel coherence Self service
Capabilities Unified Data & Processes Analytics Capability
Business & IT Integration Solution Delivery
Business ModelCustomer Experience Operational Process
The Capgemini Digital Connections Management solution on Salesforce has the potential to reach across all 3 towers of the Capgemini MIT transformational framework
12Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
The Solution
All Interactions and Process Management: force.com Platform
Workflows Clouddatabase
Analytics Data-levelSecurity
SchemaBuilder
APIs App Exchange
Mobile SDK
Monitoring Email Services
Search Identity
Mobile Workforce
Integration Layer
Tran
sact
ion
Laye
r C
ost R
educ
tion
Inte
ract
ion
Laye
r Inn
ovat
ion/
Valu
e
Business Process & Work Management
360
Data and Application Layer
GIS,OMS,CIS,AMI Market Gateway Asset MgmtReporting & Predictive Analytics
Field Mobility
Process
Solar Pre-approvalsNew ConnectionsAbolishment Customer Enquires
Meter Reconfigurations requestsMeter EnquiresBulk RequestsAdditions & Alterations
1. Fast time to Value – Familiar ease of use interface
2. Low investment - No upfront infrastructure
3. Latest enhancements - 3 timely easy-to-implement upgrades per year
4. Customer engagement - Full suite of pre-integrated sales, marketing, service, platform and collaboration functionality
5. Innovation – With open standard, force.com API’s
6. Back-office integration
7. Omni-Channel - natively mobile and social to support any device
8. Always On - Salesforce cloud reliability and high availability (www.trustsalesforce.com)
Why Salesforce?
13Copyright © Capgemini 2016. All Rights Reserved
Capgemini’s Global Utilities Sector | February 2016
DemonstrationSolar Pre-Approcal Use Case
www.capgemini.com/utilities
The information contained in this presentation is proprietary.Copyright © 2016 Capgemini. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
About CapgeminiWith more than 180,000 people in over 40 countries, Capgemini is one of With more than 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model.
Capgemini’s Global Utilities Sector serves the top Utilities worldwide and draws on a network of more than 12,000 dedicated sector consultants. More on industry specific solutions is available at www.capgemini.com/utilities.