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Transcript of Utilities UAN Business Pitch Nov04 - Oracleopnpublic/documents/webcontent/...Universal Application...
Agenda
Achieving end-to-end billing and service management
• Streamlined customer care
• Performance & Scalability
• Global deployment support
The Utility Industry Landscape
Growing Market
Complexity,
Competition, and
Price Pressure
Aging IT System
and Inefficient
Business
Processes
Efficient Delivery
of Products
and Services
Improving
Customer
Service
Primary Utility Strategies
PRIMARY UTILITY STRATEGIES KEY SIEBEL
SOLUTION SETSINDUSTRY
TRENDS
• Identify & retain high value customers to
focus on quality revenue
• Launch new products and services quickly to
improve competitiveness
• Provide more flexible front-office IT
infrastructure
• Extend life of existing CIS application
• Reduce operating costs by improving
efficiency
• Leverage business processes across
divisions and geographies
• Drive customers to more cost effective
service channels
•• Develop new partnerships to deliver end to
end solutions
• Train agents & resellers to sell new products
Streamlined
Customer
Care
Growing Market
Complexity,
Competition, &
Price Pressure
Improving
Customer
Service
Aging IT System
& Inefficient
Business
Processes
Efficient
Delivery
of Products
& Services
Streamlined Customer Care
Pain Points & Siebel Best Practices
� Streamlined Customer Care removes multiple back office systems from the agent desktop and leads to a reduction in call handling time, manual steps, field calls and agent train time
� Key Solution Components
1. Billing Inquiry Resolution
�Manage complete billing inquiry process
�Capture customer payments
�Process adjustments and repayments
2. Manage Energy Order
�Streamline customer setup and move in and move out processes
�Manage service disconnect
�Process deposit for services
Siebel Solution
� Most Utilities are still using legacy back-office systems to run the front office
� Approximately 60% of inbound calls are billing related
� 20% of inquiries are not resolved during the first interaction
� 38% of Collections calls take over 5 minutes to resolve
Pain Points
Payment Arrangements
18%
Collection22%
Other
18%
Transfer/New Service
25%
High Bill Inquiry 17%
Source: Financial Times Energy, Inc
Utility Calls - Decomposition
Streamlined Customer Care
Billing Inquiry Resolution Processes
Answer Billing InquiriesAnswer Billing Inquiries
Answer all billing inquiries utilizing a single application to provide access to complete set of customer billing data, with minimal screens, views and navigations
PaymentsPayments
Capture customer payment requests for an invoice or outstanding balance, submit requests to billing and view outcome
AdjustmentsAdjustments
Create adjustment requests against invoices, submit for approval, submit to billing and view outcome
Repayment PlansRepayment Plans
Create monetary repayment plans for outstanding invoice balance, submit to billing and view outcome
Cancel and Cancel and RebillRebillCreate a request to cancel the invoice and recalculate using a new rate/usage value
Budget BillingBudget Billing Apply Budget Billing plans to customer services
Streamlined Customer Care
Billing Inquiry Resolution Processes
Siebel Solution
� Provide unified access to back-office billing systems for dealing with customer inquiries
� Utilize customer billing history to optimize other business decisions e.g. disconnects, credit approval, customer value, cross-selling etc.
� Provide consistent and accurate single view of all billing information to customers across all channels
� Manage customer billing interaction from the front office dashboard to multiple back office billers
Answer Billing InquiriesAnswer Billing Inquiries
PaymentsPayments
AdjustmentsAdjustments
Repayment PlansRepayment Plans
Cancel and Cancel and RebillRebill
Budget BillingBudget Billing
Streamlined Customer Care Business Process for Answer Billing Inquiries
Customer
Siebel
Energy
LodeStar
Document
Mgmt
• Leverage back office investment with unifying UI
• Single application to show all customer data
• Real time inquiry resolution without cost of call backs
• Simpler application to reduce CSR training time
• View all data to reduce expensive field visits
UAN
Generate
Inquiry
Generate
Inquiry
Discuss
Outcome
Discuss
Outcome
Identify
Customer
Identify
Customer
Gas
Legacy
Review
Invoice
Energy
Legacy
Retrieve
Details
View Image
Generate
Invoice
Image
Investigate
Usage
Retrieve
Details
Initiate
Further
Action
Initiate
Further
Action
Sync
Account
Sync
Account
Query
Invoice
Details
Query
Invoice
Details
Query Meter
Usage Data
Query Meter
Usage DataRequest Bill
Adjustment
Request Bill
Adjustment
Review
Adjustment
Request Bill
Duplicate
Request Bill
Duplicate
Take
Payment
Take
Payment
Sync
Payment
Sync
Payment
Accept
Payment
Streamlined Customer Care
Manage Energy Order Process
Customer Set UpCustomer Set UpComplete customer data capture include premise, service points, credit check and profile
Move InMove In
Creation of streamlined customer order containing services, premise and service points, and meter read data
Move Out/Move In (Transfer)Move Out/Move In (Transfer)
Streamlined order for disconnecting and reconnecting services between customer premises
Disconnect ServiceDisconnect Service
Automated and manual disconnects of service at customer premises based on Move Out or Dunning and collections
Manage DepositManage DepositCapture required deposit information as part of service activation
Streamlined Customer Care
Manage Energy Order Process
Siebel Solution
� Manage all end to end processes for customer move in, switching and disconnects from a single application without having to “swivel-chair” to other systems
� Reduce number of screens and views for streamlined navigation
� Clearly understand value of customer through credit scoring, user profiles, service and financial history, and analytics
� Proactively offer products and services dynamically tailored to the customer profile for up-selling and cross-selling
Customer Set UpCustomer Set Up
Move InMove In
Move Out/Move In (Transfer)Move Out/Move In (Transfer)
Disconnect ServiceDisconnect Service
Manage DepositManage Deposit
Streamlined Customer Care
Business Process for Move In / Move Out
Customer
Siebel
Energy
UAN
Add
Products
Add
ProductsValidate
Premise
Validate
PremiseCreate
Order
Create
Order
Confirm
Order
Confirm
Order
Request
New
Service
Request
New
Service
Request
Address
Validation
Request
Address
Validation
LodeStar
Schedule
Appt
Schedule
Appt
Dispatch
Crew
Get
Meter
Read
Get
Meter
Read
Submit
Order
Submit
Order
Update
Order
Line Item
Update
Order
Line Item
Get
Update
Get
Update
Process
Order /
Billing
Order
Process
Order /
Billing
Order
Process
Order /
Activate
Bill Cycle
Retrieve
Details
Query Meter
Usage Data
Query Meter
Usage Data
External
Address
Database
• Single application for all product ordering
• Scheduling and dispatch is integrated for optimized scheduling
• Automated response provides up to the minute data on order
Streamlined Customer Care
UAN @ Modesto Irrigation District
� Lack of single view of customer across programs and services
� Manual processes, redundancy, and other inefficiencies driving up costs
� Multiple billing systems—no integration
Business Challenges
� Better access to reliable information organization-wide
� Significantly reduced operations, management, and maintenance costs
� 30% reduction in integration efforts; improved agility for future enhancements
Business Benefits
Siebel
Energy
BillingMeter
Data
Integration Bus
“UAN provides us with best practices and standardized integration processes that essentially gets us 80 percent down the integration path. As a result of using UAN, we reduced our integration effort by 30%.”— Cindy Minter, CIO, MID
Agenda
Achieving end-to-end billing and service management
• Streamlined customer care
• Performance & Scalability
• Global deployment support
Performance & Scalability
UCM has Almost Linear Scalability
• Customer Benchmark
• 1TB Database with 100M Customers and 200M Financial Holdings
• Continuous request for customer name and address retrieval
• Test findings – scalability primarily depends on concurrent users and
applications integrated
Performance & Scalability
Test Configuration for UCM
LoadRunner
UserWorkload
Generation&
Logging
DB2
DB Server
z990 LPAR
- 7 CPs
- 16GB Stg
p690 LPAR
- 4 CPs
- 48GB Stg
p690 LPAR
- 16 CPs
- 48GB Stg
Users
Per TestScenario
EAIWEB
IBMHTTPServer
p690 LPAR
- 4 CPs
- 16GB Stg
Multiple
Active
Multiple
Active
EAISiebelApp
Server
p690 LPAR
- 16 CPs
- 48GB Stg
Multiple
Active
Multiple
Active
Multiple
Active
Multiple
Active
Sessionsper TestScenario
CF
z990 LPAR
- 1 CP, 4GB Stg
CF
z990 LPAR
- 1 CP, 4GB Stg
ESS1
M800
8 Ficon
ESS2
M800
8 Ficon
UIWEB
IBMHTTP
Serverp690 LPAR
- 4 CPs
- 16GB Stg
UI
SiebelApp
Server
ResonateLoad
Balancer
Performance & Scalability
UAN has Almost Linear Scalability
• UAN Architecture
is scalable
• Scalability
primarily depends
on Integration
Servers
• Performance KPIs:
• Actual latency averages less than 0.5 sec
• Throughput is around 15 transactions per second
Scalability by Adding Integration Servers
Number of Integration Server Threads
10
15
20
30
35
0
25
2.8
15.2
• Cross Reference DB Server utilization (CPU): 10%• Integration Server 1 (CPU): 43%,• Siebel Server 1 (CPU): 67%• Integration Server 2 (CPU): 39%• Siebel Server 2 (CPU): 53%
5
30
Ord
ers
/Se
c
1 10 20
Performance & Scalability Cross-Industry Performance Requirements for UAN
545,000 Txns/DayCreate OrderCommunication
Company
1.816,000 Orders/DayCreate OrderPharmaceutical
Company
117,600 Orders/dayCME Process Order Communication
Company
7200,000 Orders/ dayCME Process Order Communication
Company
4.580,000 Orders/DayCreate OrderHealth Care
Provider
951.7 Million
Updates/Day
Sync ContactAutomotive
Manufacturer
1.730,000 Customers
Updates /Day
Sync ContactStorage
Technology
Provider
1*18,000 Orders/DayCreate OrderComputer
Manufacturer
Transactions
per Second
Peak Transaction
Volumes
Integration ProcessCustomer
Performance & ScalabilityTest Configuration for UAN
Siebel Call Center
Integration Server (for Siebel Business Integration Applications)
4X4 CPUWin 2K
Siebel v7.5.24X4 CPUWin 2K
MS SQL DB
Oracle DB4X4 CPUWin 2K
HTTPJDBCSQL
Oracle 11i
Cross
Reference
Database
Oracle
Interface
Tables
Integration Integration
ServerServer
Performance & ScalabilityUAN & UCM @ U.S. Citizenship and Immigration Services
� Over 6,000 concurrent users
�Out of 15,000 employees and 5,000 contractors
� Over 50 million applicant profiles
�8.5 million citizenship applications received yearly
� Information spread across 22 agencies
Performance & Scalability
� Compliance with section 451 of Homeland Security Act of 2002
�Mandates elimination of 3.5 million citizenship application backlog
� “Single view of Terrorist”
� Integrates 30+ watch lists to front-line
� “Single View of Applicant History”
�Limits fraud
Business Benefits
Siebel
Public Sector
Integration Bus
Customer
MasterData
Warehouse
Back office
from 22
agencies
Data Quality
Performance & ScalabilityUCM @ Financial Institution, ‘Know the Customer’ project
� 130 million customer records
�Duplicated across 40 + systems
�Representing over 8 terabytes of data
� 142,000 employees
�7 million customer interactions daily
� High availability, 24x7 system
�180 million updates daily
Performance & Scalability
� Consolidated, real time access to complete and clean customer profile
� Reduced errors and inconsistencies
� Increased marketing campaign effectiveness
� Effective cross-sell across business units
Business Benefits
Siebel
Finance
Integration Bus
Customer
Master
40+ Legacy
Applications
Global Deployment SupportStrong Market Demand for CDI – T-Mobile
� Over 20,000 employees
� Almost 9 million customers
�1.3 million customer interactions daily
�500,000 invoices daily
�500,000 payments daily
Performance & Scalability
� End-to-end customer service and billing process
� Single view of the customer across channels
� One-and-done experience for the customer
� Reduced call-handling time
Business Benefits
Siebel
Comms
Integration Bus
Billing InventoryData
Warehouse
Performance & Scalability UAN @ South African Revenue Service
� 9.5 million active taxpayer records
� 8,000 tax advisors
� Information spread across 12 separate systems
Performance & Scalability
� Achieved complete return on investment in days
� Potential future saving of almost U.S.$3 million each day
� Improved quality of service to 20 million taxpayers
� Increased efficiency by introducing consistency into business processes
Business Benefits
Siebel
Call-Center
Integration Bus
“Using Siebel’s Single View of the Taxpayer solution to create a unified view across 12 different systems could save SARS almost $90 million every month.”— Ken Jarvis, CIO, SARS
12 Legacy
Systems
Customer
Master (not active)
Agenda
Achieving end-to-end billing and service management
• Streamlined customer care
• Performance & Scalability
• Global deployment support
Global deployment SupportNearly 100 UCM/UAN Customers Globally
High Tech CME Public Sector Life SciencesFINS
Global Deployment SupportNearly 125 Energy-Utility Customers Globally
Service
Providers
Competitive
Market
Retailers
Distribution
Utilities
Energy
Conglo-
merates
Government
Owned
Utilities
Grid Operators
Global Deployment SupportSignificant Resources Invested in Customer Data Integration
• Siebel doubles the
number of dedicated
resources every year
• Siebel leverages its
partner’s ecosystem to
increase its delivery
capabilities
• Accenture
• IBM
• HP
• Sierra Atlantic
0
100
200
300
400
500
2003 2004
Engineers & QA Product Specialists Delivery Specialists
+125% growth
per year
CDI dedicated resources (*)
(*) Delivery Specialists include Siebel and Sierra Atlantic resources. Additional resources from IBM, Accenture and other partners can be leveraged globally. Engineering and Q&A does not include non-dedicated Siebel CRM resources
Global Deployment SupportStrong Market Demand for CDI Across Industries
� Tens of millions of customer records
� Millions of transactions daily
� Tens of thousands of employees
� High availability, 24x7, globally
� Service-oriented architecture
Performance & Scalability
� Single view of the customer
�Master Data and Metadata Management
� One-and-done service
�End-to-end customer service and billing process
� Operational efficiency
�Data quality
�Reduced call-handling time
�Lower system maintenance costs
Business Benefits
Global Deployment SupportCustomer Experience Blueprint for CDI
• Implementation Methods
• Leverages Siebel Implementation Methodology
• Leverages UCM Implementation expertise, lessons learned and Tools
• Architectural Planning is Key
• Based on enterprise business process and data requirements
• Data quality strategy
• Integration Strategy
• Access to Critical
Resources
• UCM – Technical
Solutions Group
Global Deployment Support
Success Factors for UCM Adoption
• Ensure executive sponsorship for enterprise data strategy
• Gain enterprise-wide support for UCM implementation
• Establish business ownership of master data
• Identify business and IT stakeholders across the enterprise
• Plan architecture early
• System Architecture Depicting Data Flow Requirements
• Data Modeling and Mapping are key
• Phase deployment as much as possible
• Minimize overall efforts in development and maintenance
• Keep the technical components minimum during design time
• Be flexible on the UI design and accommodate some changes
• For a large volume of initial data load, use EIM to shorten the deployment timeframe
• Engage UCM experts to benefit from UCM implementation best practices
Global Deployment Support
Success Factors for UAN Adoption
• Ensure Management Support and Sponsorship
• Gain enterprise-wide support for UAN implementation
• Ensure Business Participation including Subject Matter Experts
• Manage Scope of Overall Project and Project Phases
• Phase the rollout rather than attempt “big bang”
• Establish centralized change management board
• Achieve Quick Wins with Pilots of Small Scope with High Impact &
Reduces Risk from Unknown Elements
• Establish Centralized Standards
• Development Standards
• Naming Standards
• Version Control
• Error Handling Standards
• Engage UAN Technology Solutions Group to benefit from UAN
implementation best practices
LegacyLegacyOSSOSSHRHR CustomCustomSAPSAP ERPERP CIFCIF SCMSCM
Process & Data IntegrationProcess & Data Integration
Division A Division B Division C
Employee Alignment
Business Intelligence & Analytics
Sales, Marketing, Service Best Practices
Multichannel
Customer
LegacyLegacyOSSOSSHRHR CustomCustomSAPSAP ERPERP CIFCIF SCMSCM
Process & Data Integration
LegacyLegacyOSSOSSHRHR CustomCustomSAPSAP ERPERP CIFCIF SCMSCM
Process & Data IntegrationProcess & Data IntegrationProcess & Data Integration
Division A Division B Division C
Employee AlignmentEmployee Alignment
Business Intelligence & AnalyticsBusiness Intelligence & Analytics
Sales, Marketing, Service Best PracticesSales, Marketing, Service Best Practices
MultichannelMultichannel
Customer
Streamline
business
processes with
Universal
Application
Network
SP: Submit and Process Order (Shared)
Sales Manager
Integration
Server
Fulfillm
ent
Start
Save Order
Submit
Confirmation
Submit Order
Create
Order_RMA
Order Fulfillment
EndReview Order
for Holds
Order on
Hold?
No
Process HoldYes
7.5 7.5 7.5 7.5
Siebel Offers Comprehensive Customer
Data and Business Process Integration
Achieve a Single View
of the Customer with
Siebel UCM
1984Since
MarriedStatus
#4Address2
CA 94110State
510-681-1399Tel.
117-78-1856SSN
$52.78Balance
San FranciscoCity
1867 Pierce Address1
Mary SmithName
1989Since
MarriedStatus
#4Address2
CA 94110State
415-437-1790Tel.
117-78-1856SSN
$62.34Balance
San FranciscoCity
1867 Pierce Address1
Mary EvansName
1974Since
SingleStatus
#4Address2
CA 94110State
510-681-1399Tel.
117-78-1856SSN
$102.11Balance
San FranciscoCity
1867 Pierce Address1
Mary SmithName
Customer Data Integration Challenge Front Office vs. Back Office
Back officeFront Office
� Data can be ambiguous, a lot of grey
areas Example: Customer name can have multiple correct
versions: William Smith, Bill Smith, William J. Smith Sr
� Most data entities are incompleteExample: a customer can be defined even with a single
attribute.
� Establishing the best version of the truth
based on limited information
� Requires very sophisticated matching,
merging, cleansing, deduplication,
survivorship, identification and cross-
referencing functionality
In order to grasp the differences between Siebel UCM and SAP MDM, it is
important first to understand the fundamental difference between the master
data challenge in the front and back office
� Data is ether right or wrongExample: A product is defined by exact attributes,
there can be no uncertainly that they are. Variations in
attributes will result in a different product or wrong
product
� Data entities cannot be incompleteExample: A car model cannot be defined without
specifying all attributes: engine, chasse etc
� Establishing right or wrong by simple
look up and comparison
� Requires relatively simple matching and
cross referencing functionality
The Master Data Challenge is about:
This is what SAP has built
Siebel UCM vs. SAP MDM Siebel UCM Gaining Customer and Market Momentum
Customer Momentum
� Customer momentum across key industries.
Life SciencesLife SciencesTelecom & EnergyTelecom & Energy High TechHigh TechFinanceFinance
Product Highlights
� Enables a single view of the customer across the enterprise
� Market leading solution for customer data integration:
�Industry-specific data model
�Closed-loop data quality
�End-to-end processes for customer lifecycle management
�Best-in-class customer data profiling
* 2003 license revenue for packaged CDI solutions and tools, source: Forrester** 2007 market potential for product and services, source: AMR
SAP has only a few MDM
references
SAP MDM is a new,
unproven product that
lacks basic customer
master functionalities:
•no data model•no merge capabilities
•no survivorship capabilities
Siebel UCM vs. SAP Master Data
Management (MDM)
Siebel is a
leader in CDI
SAP is a late
follower
Source: META, December 2003
“Enterprises should not implement MDM without due diligence and a willingness to work closely with SAP as an early adopter.”Gartner
September 2003
Siebel vs. SAP
Integration TechnologiesSiebel Integration
OptionsWhen to choose which Option?
Siebel eBusiness
Application
Integration (Siebel
EAI)
� Ability to access Siebel business
logic & data using standard
protocols and programming
languages
Universal
Application
Network (UAN)
� Based on Siebel EAI
� Orchestration of customer-centric
business integration processes to access
Siebel and other application functionality
as services
Siebel SAP, Oracle
Connectors
� Shallow point-to-point integration
between Siebel and SAP or Oracle
Siebel Enterprise
Integration
Manger (EIM)
� Large volume data loads in batch
mode (import, export, merge, and
delete) between Siebel and other
apps
SAP offers only
one option:
SAP XI.
UAN vs. SAP XI UAN has Customer Results and Product Leadership
Customer Results
� Proven customer success across key industries.
Product Leadership
� Addresses #1 CIO concern - business integration
� Standards-based architecture
� Enables mission critical end-to-end business processes on all leading integration server
� Reduces time, cost, and risk of business integration
High Tech Comms Media/Energy Public SectorFINS
Life Sciences
SAP XI has been rated by
Gartner and META as
too immature for
enterprise integration
SAP Customers use SAP
XI for limited integration
requirements, primarily
for SAP-to-SAP
integration:
Siebel vs. SAP: Integration Server
Siebel and leading
Integration Server
Providers
SAP’s proprietary
integration server
UAN and UCM @ ENI
Single View of the Customer
CompanyCompany
�Difficult to maintain and synchronize customer data across disparate systems
�Customer data discrepancy across operating business units
�Duplication of supplier qualification efforts across operating business units
�No cross-systems checks on customer and supplier financial reliability
�Achieved a single view of customer and supplier information
�Complies with accounting requirements re: inventory of customers and suppliers
� Increased efficiency in qualification and evaluation of suppliers
�Significantly reduced mailing errors and costs
�Estimated total annual cost savings of €1.2M, with an expected payback in only 1 year
�Phase 1 already generating €306k
� IRR of the overall investment is 92% over 5 years
IssuesIssues BenefitsBenefits
� Integrated energy company operating in the oil, natural gas, electricity generation petrochemicals industries
�$51 billion in annual revenue
�76,521 employees
�Recent integration of Agip Petroliincreased complexity of IT landscape, making system integration a top priority
� IT Environment�Siebel CRM�SAP IS-Oil�SAP R/3�Custom CIS/billing�TIBCO BusinessWorks
Eni will generate an estimated total annual cost savings of €1.2M, with an expected payback in only 1 year from its implementation of customer lifecycle management integration processes to synchronize customer information across Siebel UCM, and two instances of SAP back office applications.