CRM 7.0 EHP 3 and Future Utility - Enhancements Customer Connection ASUG & SAP

©2013 SAP AG or an SAP affiliate company. All rights reserved.2 Public Agenda Welcome and Introduction10.30 – a.m. Interaction Call center Efficiency – a.m. Selling of Energy Supply Products – a.m. How to request a Customer Connection project11.20 – a.m. Q & A

Community Areas of Interest Utility Community survey comments: CRM performance issues CRM replication issues Linking direct mail marketing pieces to the BP so that when a customer calls the CSR knows what program the customer is referencing Improve the ability for a CSR to note a phone call or contact with a customer and their interactions Easier search function of customer notes and interaction records Offer an upload of Excel spreadsheets of information about business partners that will improve marketing, information that is useful maybe outside of SAP and not easy to enter Issues with outgoing s not being saved Interest in predictive analytics for CSR similar to what SIs are building Survey remains open, submit your ideas Utility Community survey Utility Community survey

A collaboration of: September 15-18, 2013 Huntington Beach, California

Product  Product Lifecycle Management  CAD Integration (2 Project cycles)  PPM (2 Project cycles)  Project Systems  GSS, Web User Interface  PM/Enterprise Asset Management  Quality Management  EPM Financial Consolidation Historization  Mobile Defense & Security (MDS)  Environmental Health & Safety  CRM: 7 Projects completed Industry SolutionTechnology  Discrete Industries  Industrial Machinery & Components  Shop Floor Dispatcher  Cross Topics  Transportation Management  Manufacturing Execution  Public Sector – Administration  Public Sector – PBC  Insurance  Banking: CML & BCA  Healthcare: 2 project cycles  Utilities: Meter to Bill and CRM for Utilities  Enterprise Portal  Workflow  EPM – BPC (NW & MS) SAP Improvement Finder provides comfortable search of all improvements delivered Visit Improvement Finder

©2013 SAP AG. All rights reserved.6 More Information Customer Connection on SAP Service Marketplace Visit Service Marketplace Find all improvements delivered SAP Improvement FinderLearn More

Customer Connection: We team up with customers. Contact us: Customer Connection Team

©2013 SAP AG or an SAP affiliate company. All rights reserved. Thank you Project Lead for Utilities Frank Holsten Contact information: ASUG SIG Sue Daulton Customer Connection Utilities Program Lead Anja Weber Product Owner for Utilities Albina Shapiro Product Management for Utilities Max Streibl

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