Customer portal integration with sap crb is tough! think again
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Transcript of Customer portal integration with sap crb is tough! think again
A collaboration of:
Customer Portal Integration with SAP CRB is
Tough! Think Again! Obaid Khan
Puget Sound Energy
KK Ramamoorthy
Deloitte Consulting LLP
Presenting today..
Obaid Khan – Puget Sound Energy • 18 years of experience in leading teams to develop enterprise-wide
portal strategy, application road maps, and solution delivery
• Leads the Web Development, Enterprise Portal, Quality Assurance,
and EDW teams at Puget Sound Energy
KK Ramamoorthy – Deloitte Consulting • 15 years of experience in implementing SAP transformation projects
• SAP Mentor and active blogger/contributor to the SAP Community
Network
• Technical Lead for the CIS Project at Puget Sound Energy
• How we integrated a customer portal with SAP’s CRB
solution
• How we designed the customer portal for performance
• How we designed the solution for future upgrades
• Best Practices and Observations
• Key Take A Ways
In this session, we will cover..
About Puget Sound Energy (PSE)
• Headquartered in Bellevue, Washington
• 1.7 million customers
• 1,000,000 Electric customers
• 700,000 Natural Gas customers
• Strong residential base
• Regulated Utility
• Washington Utilities Commission
About Transformation
5
Technology Updates
Big “S” Program – 3 Critical Systems
GIS – Geospatial Information System
OMS – Outage Management System
CIS – Customer Information System
July 2011 - RFP for System Integrator
Sept 2011 - Official Project Kick-off
Go-Live Date - April 1, 2013 (19 month implementation)
CIS Solution Scope
SAP ECC 6.0; Enhancement Pack 5
SAP CRM 7.0, Enhancement Pack 1
SAP BW 7.1
SAP BOBJ 4.0
SAP PI 7.3
SAP Solution Manager
Document Presentment by OpenText
Microsoft SharePoint 2010
Where we started..
CLX - Mainframe
Biztalk
Customer Portal
Ext.
V
en
do
rs
Customer Portal was based
on .NET 1.1
Biztalk was used as the
services layer
Integration with external
vendors for payment
processing
We transformed it to..
SAP ECC SAP CRM
SAP PI
SAP BW / SAP BOBJ
Customer Portal Customer Portal is based on the
Microsoft SharePoint 2010
platform
SAP PI used as the enterprise
middleware
Web-services based integration
Integration with external vendors
for payment processing
OMS
Ext.
V
en
do
rs
Business Functions Implemented.. • Account Overview / Profile
Maintenance
• Move-in/Move-out
• Bill Presentment
• Report Outages
• Outage Status
• Installment Plans
• Land-Lord Start/Stop
• Billing History
• Payment History
• Payment setup through 3rd
parties
• Bill Analyser
• Use an Outside-in design approach; think like a customer
• Use responsive web design and drive Mobile First thinking
• Involve all the stake holders EARLY and OFTEN in the game; keep them
regularly updated throughout the program (Co-Locate if possible)
• Focus on smaller sprints (where possible) and leverage quick wins for
momentum, team spirit and continued buy-in
• Leverage the power of Social Media effectively to connect with customers
• Test performance, Test Performance, Test Performance…
Best Practices and Observations
• Web services can get quite hairy; cache data in the web application layer
where possible and avoid multiple calls for the same data
• Keep the middleware layer light; avoid extensive mapping and complex
business logic in the middleware
• Plan for site usage analytics
• Consider the nuances of SAP’s ISU data model; sometimes it may require
UI changes
Best Practices and Observations - cont’d..
• Address validations can be tricky; define a data validation strategy
and use appropriate add-on solutions
• If you are by-passing middleware layer, consider indirect access
license restrictions
• Keep the customer informed constantly; communicate,
communicate, communicate..
Best Practices and Observations - cont’d..
Performance Testing
• Plan for multiple cycles of performance testing
• Test with real-life volumes for a baseline and then add some more
• Test using specialized performance testing tools and stress the
system
• Perform end-to-end performance testing; involve all parties
involved
• Test in a production-like environment; infrastructure & data
Where are we going..
• Driving to deliver more self service capabilities
• Continue to have a Mobile First approach in design
• Think like a customer – I want to access information “When I want,
Where I want and on What device I want”
• Leverage the power behind SAP to deliver capabilities to our
customers
Key Take Away..
• Design Thinking – Think like a customer
• Keep it simple; customers want a functional website
• Performance takes priority over ‘cool’
• Think multiple form factors; focus on responsive design
• Business logic should stay in the backend; not in the UI; not
in the services layer
A collaboration of:
Obaid Khan Puget Sound Energy
KK Ramamoorthy Deloitte Consulting