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Improving the meter to cash cycle and customer service

Improving the meter to cash cycle and customer service. Richard Hodges – TUI Consulting Henry Bailey – SAP America. AGENDA. WATERONE PROJECT OVERVIEW SOLUTION COMPONENTS WATERONE SOLUTION. AGENDA. WATERONE PROJECT OVERVIEW SOLUTION COMPONENTS WATERONE SOLUTION.

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Improving the meter to cash cycle and customer service

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  1. Improving the meter to cash cycle and customer service Richard Hodges – TUI Consulting Henry Bailey – SAP America

  2. AGENDA WATERONE PROJECT OVERVIEW SOLUTION COMPONENTS WATERONE SOLUTION

  3. AGENDA WATERONE PROJECT OVERVIEW SOLUTION COMPONENTS WATERONE SOLUTION

  4. WATERONE LOOKED TO UPGRADE ITS SYSTEMS • WATERONE INTRODUCTION • Serves approximately 130,000 customers • Over 360 Full & Part Time Employees • Serves residential and commercial accounts in 15 cities in the Johnson County area. • Primary sources of revenue are through water sales, and system development charges. • Over 2,500 miles of transmission and distribution mains  • Service area covers more than 270 square miles. • Current treatment capacity is 165 millions gallons per day.  • New system usage record on August 25, 2003 of 148.14 million gallons.

  5. WATERONE’S PROJECT OBJECTIVES • PROJECT OBJECTIVES • Simplify and integrate WaterOne’s core system infrastructure • Reduce the number of separate information systems • Eliminate administrative activities that add no value, such as redundant data entry and reconciliation of data • Limit customization (of SAP) to hold down implementation costs, to support standardization of best business practices, and to preserve the ability to upgrade to new versions of the software when they are released • Improving WaterOne’s operational processes requires the integration of enterprise accounting, human resources, procurement, customer information system, maintenance and work order, and permits management functionality • More reliable, useful, timely and accessible financial information for WaterOne decision makers • Gain better access to information needed to effectively manage programs and measure their success • Provide a means of information management that streamlines business processes

  6. AGENDA WATERONE PROJECT OVERVIEW SOLUTION COMPONENTS WATERONE SOLUTION

  7. ENTERPRISE BUSINESS SUITE Utilities Solution Billing Customer Service Device Management Contract Accounts – Receivable and Payable ERP Financials Human Resources Work Management Business Intelligence Mobile Engine Water Template Business Warehouse Corporate Performance Monitor Business Planning & Simulation Mobile Asset Management For Utilities

  8. BUSINESS MODULES Integrated Modules One System PM Plan Maint. FI-A/P Accts. Payable BW SEM CS Customer Service MM Materials Mgmt. FI-G/L General Ledger FI-A/R Accts. Rec. SD Sales & Distribution CFM Corp. Fin. Mgmt. MM Purchasing CO Controlling WCM Work Clearance AM Fixed Assets Mgmt. MAM(U) Mobile Asset Mgmt SAP R/3 QM Quality Mgmt. BPS Budgeting PS Project System PS Project Systems GIS PT Pers. Time Mgmt. RE-FX Real Estate PSM Grants & Funds Mgmt. CATS IS-PS PY Payroll CRM ESS Employee Self Srvc. xApps Specialized Industry Solutions & Applications Integrated “Best of Breed” Programs TE Trn. & Event Mgmt. PA Personnel Mgmt. WF Workflow IS-U/CCS & CIC

  9. Customers & Channels Suppliers & Partners Exploitation & Preparation Transport & Distribution Retail & Services Asset Lifecycle & Resource Management Plant Engineering & Construction Plant Maintenance & Operations Supply Operations Grid Engineering & Construction Grid Maintenance & Operations Connection & Device Management Installation Service Meter Reading Services Consumption Data Collection Selling of Water & Services Campaign Management Sales Management for Residential Customers Sales Management for Commercial & Industrial Customers Account & Contact Management Integrated Sales Planning and Analytics Customer Service Management Service Order Management Service Processes for Utilities Service Contract & Entitlement Management Complaints & Returns Management Electronic Customer Services Account & Contact Management Billing of Water & Services Billing for Residential Customers Billing for Commercial & Industrial Customers Billing of Unmetered Services Billing of Services Customer Financial Management Receivables & Collections Management Reconciliation & Closing Auditing Enterprise Management & Support Analytics Financials Human Capital Management Corporate Services Operations Support Solution Map (WATER TEMPLATE)

  10. Customers & Channels Suppliers & Partners Exploitation & Preparation Transport & Distribution Retail & Services Asset Lifecycle & Resource Management Plant Engineering & Construction Plant Maintenance & Operations Supply Operations Grid Engineering & Construction Grid Maintenance & Operations Connection & Device Management Installation Service Meter Reading Services Consumption Data Collection Selling of Water & Services Campaign Management Sales Management for Residential Customers Sales Management for Commercial & Industrial Customers Account & Contact Management Integrated Sales Planning and Analytics Customer Service Management Service Order Management Service Processes for Utilities Service Contract & Entitlement Management Complaints & Returns Management Electronic Customer Services Account & Contact Management Billing of Water & Services Billing for Residential Customers Billing for Commercial & Industrial Customers Billing of Unmetered Services Billing of Services Customer Financial Management Receivables & Collections Management Reconciliation & Closing Auditing Enterprise Management & Support Analytics Financials Human Capital Management Corporate Services Operations Support Solution Map (WATER TEMPLATE)

  11. AGENDA WATERONE PROJECT OVERVIEW SOLUTION COMPONENTS WATERONE SOLUTION

  12. WATERONE’S SOLUTION MEETS ITS NEEDS • WATER TEMPLATE AT WATERONE • Predefined Water Business Processes • Mobile Asset Management (for Utilities) • Leverage predefined process documentation • Reducing Implementation Cost • Improved Implementation Efficiency • PROJECT DETAILS • Fixed Scope Approach • Pool of 2100 hours for technical development • 6 months to implement • Tightly integrated Change Management & Training Strategy

  13. Process Final Read (MR Order created) • Return Deposit • Stop Budget Bill • Change Address Technical Master Data (Connection Object, Premise & Device Location) created and meter installed. Move Out and/or Disconnect Create Premise • Create Business Partner & Contract Account • Create Security Deposits • Confirm Pricing Option • Send Welcome Pack • Create Landlord Agreement • Update Device Location • Create Reconnection Order Manage Credit • Manage Credit Actions • Maintain Installment Plans • Defer Payments • Maintain Loan Repayments • Maintain Security Deposits • Manage Bad Debts/Credit Agency Move-in and/or Reconnect • Process Customer Enquiry e.g Account Balance or High Bill Enquiry • Process Customer Request e.g Request for Field Work • Resolve Customer Complaint • Process Budget Billing • Process Direct Debit • Process Direct Credit (Automatic Payments) • Process Agency Payments Process Payments Serve Customer Bill Customer Manage Meter • Install and Read Meters: • Actual • Estimate • Customer Own • Charge Fees • Joint Invoicing ILLUSTRATION OF CUSTOMER LIFECYCLE

  14. ENABLEING FURTHER INTEGRATION • FUTURE INTEGRATION OPPORTUNITIES AT WATERONE • IVR Integration • Extend Internet Self Service • Additional Mobile Functions • Back Office Automation • Portals • Extend Business Warehouse Functions • CRM • Extend Business Warehouse

  15. THANK YOU TUI CONSULTING, INC TUI Consulting is a specialist service organization focusing specifically on implementing world-class solutions for public sector and utilities organizations. TUI’s platform of choice for improving the overall business performance of our clients is SAP’s Business Suite. This focus allows unprecedented depth of knowledge and expertise in SAP’s application capabilities and its specific application to your industry. As all of TUI’s clients can attest, TUI consultants are unequaled in their ability to resolve complex business challenges through business process refinement and technology. SAP SAP is the recognized leader in providing collaborative business solutions for all types of industries and for every major market. With 12 million users, 88,000 installations, and 1,500 partners, SAP is the world's largest inter-enterprise software company and the world's third-largest independent software supplier overall. We have a rich history of innovation and growth that has made us a true industry leader. Today, SAP employs nearly 30,000 people in more than 50 countries. Our professionals are dedicated to providing high-level customer support and services.

  16. QUESTIONS? Richard Hodges TUI Consulting Director – Integration Services rhodges@tuiconsulting.com +1 (253) 223 6056 Henry Bailey SAP America Industry Principal, Utilities henry.bailey@sap.com +1 (423) 282 3269

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