Public A collaboration of:

Good-bye Forms!

Multi-channel Communication Made Easy

Juergen Kuhmann, SAP

SAP

Robert Thiele

OpenText

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Output ERP SAP Data ”Bill Print”

Print tool

Print tool

Print tool

Print tool

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DIGITALLY

CONNECTED

Empowered Customers are Changing the Rules

SOCIALLY

NETWORKED BETTER

INFORMED

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Typical customer experiences with their utility.

Sound familiar?

It’s slow

Waiting “forever” to get an answer

Telling me only when it’s already too late

It’s not convenient Cumbersome and old-fashioned

Where is the self-service option?

It’s not consistent Getting different answers on the web, mobile or when calling

Quality of service differs

3

It’s not relevant I am getting offers I am not interested in

It’s too complicated

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Top Pressure: Empowered Customer

54%50%

24%

10%

20%

30%

40%

50%

60%

Empowered customerschanged the dynamics of

customer relationships

Customers expectconsistent experienceacross multiple touch-

points

Negative impact ofcustomer turnover on

business results

Percent of respondents, n=374

All Respondents

Source: Aberdeen Group 2013

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The New Normal:

Multi-Channel Customer Engagement

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More than 65% of businesses today use at

least 6 channels to engage their

customers. Source: Aberdeen Group 2013

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What is Real-Time Unified Customer Engagement?

“RUCE is an enterprise-level initiative where numerous organizational stakeholders (e.g. sales, marketing and

customer service) work together to deliver consistent messages that address each buyer's needs through

multi-channel and multi-touch interactions that are aimed at engaging buyers in a relevant and timely fashion.”*

End-to-End Solutions

Mobile Contact Center Web Social

Across Channels and Touch points

In-Person Partner

Information Communication Collaboration

Service Marketing

Sales

Product

Enterprise

Source: Aberdeen Group 2013

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RUCE Users Enjoy Quantifiable Business Results

5.6%

2.4%

-7.8%

3.2%

-0.8%

-4.5%

-8%

-6%

-4%

-2%

0%

2%

4%

6%

Customer satisfaction Average profit marginper customer

Average response timeto customer requests

Percent of respondents, n=374

Companies with real-time unified customerengagement programsAll Others

Source: Aberdeen Group 2013

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The Business Value of Integrating CRM and

Content Management (Annual Improvement)

11.3%

8.9%

7.5%6.9%

5.8%

3.7%

1%

2%

3%

4%

5%

6%

7%

8%

9%

10%

11%

12%

Annual company revenue Number of positive mentionsthrough social media channels

Revenue from net-newcustomers

Percent of respondents, n=374

Companies using CRM and contentmanagement in integration

All Others

Source: Aberdeen Group 2013

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Key Building Blocks for RUCE Initiatives

73%

64%60%

32%

43%

38%

20%

40%

60%

80%

Centralized repository ofproduct/service

information

Customer-facing staffempowered with

templatized customercommunications material

Facilitate employeecollaboration to execute

a consistent CEMprogram

Percent of respondents, n=374

Companies with real-time unifiedcustomer engagement programs

All Others

Source: Aberdeen Group 2013

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Real-time Unified Customer Engagement

in Action

Demo

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New Utilities Mobile and Web Self-Service Applications Mobile available now, Web available October 2013

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Core Functions

• Registration for Account

• Update Account and payment Information

• View & Pay Bills

• Report Problems / Outages

• Enter Meter Read

• View, start or Stop Service

• Maintain communication preferences

• Attractive and adjustable HTML5 user interface and Odata services layer

• Out of the box integration to SAP CRM and ERP systems

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Cloud

Con

su

mer

Exp

erie

nce

s Social Mobile devices Web Contact

Center

Typical use cases:

Self services

Notifications (Push/Pull)

Campaigns

SAP Utilities

Self Service

Web App

SAP Utilities

Customer Engagement

Mobile App

SAP

Loyalty

App

SAP Mobile

Platform Consumer

Enterprise Portal (opt.)

SAP

Netweaver

SAP Utilities Multichannel Foundation communicate consistently with consumers across channels in real-time

CRM, DSM

SAP Business Suite -

SAP for Utilities SAP Real Time Data

Platform (BW on HANA)

e.g. events, triggers, alerts Billing, Payments

Other systems like

OMS, GIS, …

SAP Utilities Multichannel Foundation based on NetWeaver Gateway

Tools

OData services catalog

Service Builder

UI Consumption Tools

Security

Utilities-Specific Components

Utilities B2C Content

Odata Services & Generated UIs

User Mgmt Channel

Analytics

Communication

preferences

Content

Management

and

Services

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Key Points to Take Home

Multi-channel is the new norm

It needs to be done right, not just adding channels

Real-time unified customer engagement provides superior business

value and customer satisfaction

Content plays a key role

SAP and OpenText significantly reduce complexity and TCO

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Q&A

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Contact information:

Thank you

Robert Thiele Senior Director SAP Corporate Alliance OpenText, Burlington, MA Robert.Thiele@opentext.com (781) 354-2696

Juergen Kuhmann Industry Business Unit Utilities SAP Labs, Palo Alto, CA Juergen.kuhmann@sap.com (916) 230-2002