1. 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 customers
changed the dynamics of
customer relationships
Customers expect
consistent experience
across multiple touch-
points
Negative impact of
customer 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
6
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
ServiceMarketing
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 margin
per customer
Average response time
to customer requests
Percent of respondents, n=374
Companies with real-time unified customer
engagement programs
All 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 mentions
through social media channels
Revenue from net-new
customers
Percent of respondents, n=374
Companies using CRM and content
management 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 of
product/service
information
Customer-facing staff
empowered with
templatized customer
communications material
Facilitate employee
collaboration to execute
a consistent CEM
program
Percent of respondents, n=374
Companies with real-time unified
customer 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
12
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
Consumer
Experiences
SocialMobile devicesWeb 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