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IC Web Client Callcenter at Mobile Gas

IC Web Client Callcenter at Mobile Gas. Melanie Berry Mobile Gas Douglas Taylor Axon. Objectives. How Mobile Gas evaluated the thin-client web based call center solution Implementation and go-live experience Feedback and Issues with IC Web Client. Agenda.

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IC Web Client Callcenter at Mobile Gas

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  1. IC Web Client Callcenter at Mobile Gas Melanie Berry Mobile Gas Douglas Taylor Axon

  2. Objectives • How Mobile Gas evaluated the thin-client web based call center solution • Implementation and go-live experience • Feedback and Issues with IC Web Client

  3. Agenda • Mobile Gas History / CIS Project • IC WebClient vs. Traditional GUI • Mobile Gas Implementation of IC WebClient • IC WebClient Demo • Mobile Gas Experience with IC WebClient • Q&A

  4. Mobile Gas History • Mobile Gas Service Corporation – wholly owned subsidiary of Sempra Global • Natural Gas Utility, established in 1836 • Serves two counties in Southwest Alabama • Approximately 95,000 customers – residential, commercial, industrial • Prior Customer Care & Billing System was a 30 year old legacy COBOL-based system.

  5. CIS Project • Selected SAP in May 2006 • SAP ERP/IS-U 6.0 • Original intent was to implement SAPGUI CIC for frontoffice users • Project Kick-off was August 2006 • Before the beginning of Blueprint, Axon Global, our systems integrator, discussed SAP’s recommendations for new implementations to use the Web IC for the interaction center instead of CIC • Went live on March 3, 2008 – 1st utility in North America using the IC WebClient

  6. IC WebClient vs. Traditional GUI

  7. IC WebClient vs. Traditional GUI • Why Web IC? • Future Support – do it now or do it later • Cost – cost to implement now vs future implementation cost • User-Friendly/ Intuitive Navigation • Positive Training impact

  8. Mobile Gas Implementation ofIC WebClient • Blueprint Design Challenges • Had to install CRM/IC WebClient on Axon system to understand differences since no one had system implemented • Had to develop an understanding as to how all the components fit together between the ECC and CRM – SAP provided assistance to Axon in this area • Available expertise was limited - Axon and SAP were committed to getting us to a successful startup • SAP provided support through the Labs/Industry Business unit • Support included Training, Workshops, Configuration, Enhancements, Issue Resolution, Go-Live Support • Axon provided additional CRM resources to project/ took a shared risk

  9. Mobile Gas Implementation of IC WebClient • Enhancements to IC WebClient • Customization of views to remove/add fields on screen – level of difficulty depends on whether or not field is already included in the Business Object Repository (BOR) and Business Object Layer (BOL) • Deposit Amounts during Move-In • Legacy Account

  10. Mobile Gas Implementation of IC WebClient • Enhancements to IC WebClient (cont.) • SAP created a custom view for installation facts • Tracking of appliances • Billing Facts • Custom bill view linked to bill print document archive • IC WebClient BP view to create BP and CA directly in IS-U • Use of templates • Eliminates number of transaction launcher calls • Interaction records associated with other business objects • Premises

  11. Mobile Gas Implementation ofIC WebClient • Advantages/Disadvantages in IC WebClient • Intuitive grouping of information and navigation to customer data • Not all traditional transactions are covered by simplified views within this framework. • New views and functions simplify processing and usability • Missing views require traditional and IC WebClient GUI mix • Two user interface situation – in the current situation, only a subset of users have IC WebClient as their primary interface. This leads to training on two different user interfaces – front office vs back office

  12. Mobile Gas Implementation of IC WebClient • Considerations in choosing IC WebClient • Technology skill set – different skill set required from support/implementation • Hardware considerations – Hardware must be sized to run CRM whether you are implementing CRM or CRM “Lite”. • Replication Requirements - BP, CA, Contacts, iBase (represents technical master data) – depending on your processes, you may need additional objects including contracts to products

  13. Mobile Gas Implementation ofIC WebClient • Considerations in choosing IC WebClient (cont.) • IC WebClient and the back office – usual practice is to use CIC0 for easy customer information access and FOP for back office functions. We had to develop more specific views and add calls to the back office transactions to cover back office functionality • Systems Integrator experience – SI/the SAP market will need CRM experience plus will have to learn how the utility transactions operate through the Web IC.

  14. IC WebClient Overview

  15. Enhancing Web Views/View Sets • Toolset Transformed Our Approach To Processes • Made simple field changes more easy if information available in Object Repository • Able to add fields to the Object Repository if needed

  16. Address Information Interactions related by Premise Inst. Facts (Appliances) Notifications Red Tags

  17. Process Walk Thru Create Customer, Locate & Review Premises, Execute Move-In, Save Interaction Record

  18. Call Is Done

  19. Mobile Gas Experience with IC Web Client • Go Live Experience • Very smooth startup from Call Center perspective • Within two days, call center agents were confident enough on the interface to suggest the best way to perform tasks • Positive opinion of IC WebClient by the call center agents – “They liked it!”

  20. Mobile Gas Experience with IC Web Client • Search Capabilities in IC Web Client • Capability to search for either Premise or Contract Account using the various data • Premise search is considered especially useful by Call Center

  21. Mobile Gas Experience with IC Web Client • Interaction Records • Interaction Records have several nice features • Follows everything the rep did while in the call • Populates this in the clipboard • Includes enhancement to track premise information • We are not seeing the full benefits of this yet – although transaction always ends at the interaction record, reps are not always filling out the interaction record

  22. Interaction Records • One way replication of contacts/interaction records • Contacts replicate to IC Web but not as an interaction records • Have to go to different place in IC Web Client to see contacts • Lack of consolidation of customer interactions/contacts is resulting in more time to research issues

  23. Interaction Records and Contacts

  24. Custom Bill View is our “Bible” screen It has all the needed information to explain customer’s bill plus link to the bill document

  25. Difference in FPL9 (backend) and Account History • FPL9 (Account History Display) has several different views available • For our loans application, the Receivables view clearly shows the loans transaction • Open Item Processing in IC Web Client matches the Receivables view • Account History in IC Web Client matches the Chronology view which makes it difficult for the Call Center to handle calls relating to loans • Currently implementing enhancement to correct this issue

  26. FPL9 Account History

  27. IC Web Client Open Item Processing

  28. IC Web Client Account History

  29. Replication issues • Have an on-going issue with premise replication • Will receive message “Not all premises in back end replicated” • Have a workaround to clear up the time slice issue • Workaround has not always cleared up issue • Timing issue with replication • Data entered in the ECC system will occasionally take significant amount of time to replicate – especially critical if call center rep is waiting on information to process move-in • Have mostly seen this around technical master data entry

  30. Other Issues • Internet Explorer capability • We have been unable to get IC Web Client to work with IE7 • SAP Labs and Developer has looked at it and said should work with IE7 • Currently have note in with OSS • Security problems harder to diagnose • Have found it more difficult to diagnose security issues – especially if the security problem is on the ECC side • Have found a few occasions where user could perform the function in the backend but could not in IC Web Client

  31. Performance Issues • Have experienced some system performance issues • Upgraded call center/customer relations systems • Upgrade required to network in call center • Workflows in ECC system had issue causing overall system degradation • Worked through those issues but still had concerns from Call Center • Determined response time for Business Agreement views unacceptable – up to 30-45 seconds • Worked with SAP through OSS – have applied note in system to address with issue • Will continue to monitor

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