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About the Customer
How a major US utility is leveraging
exception management software
in its business transformation and
c...
Withheadquartersin
Voorhees,NJ,theyare
thelargestpubliclytraded
waterandwastewater
utilitycompanyinthe
UnitedStates.
Ameri...
About the Customer
5.4m
calls annually
from regulated
customer base
5.4m
invoices
generated
annually
400K
pieces of incomi...
The
Challenge
The Challenge
In 2013, American Water deployed an
integrated SAP solution including HR, Supply
Chain, Finance, Engineering...
About the Customer
For a period of time after go-live companies initially experience
increases in:
customer call volume, a...
About the Customer
Standard exception management in SAP CR&B
is no easy task.
In particular, after a CIS deployment, avera...
About the Customer
This becomes a counter-productive cycle;
with more customers calling, the larger the
exception backlog ...
About the Customer
SAP’sout-of-theboxapproachto
exceptionsmanagementisunintuitive
andtherelianceonpaperreports
makesitdiff...
The
Solution
What did American Water do?
The Solution
American Water opted for a
customer-centric approach to
exception management - with
one easy-to-use holistic ...
The Solution
They enhanced their call handling
success by equipping CSRs
with visibility into exception
management actions...
The Solution
Not only is American Water now resolving
exceptions faster, they are enforcing the link
between exceptions an...
The Solution
“The intuitive nature of the BDEx solution aided in the
training for SAP CR&B and reduced training for 104 bi...
The Solution
“With the holistic view across the organization, our front-line
customer service representatives can quickly ...
What does
this mean to
American Water?
What does this mean to American Water?
American Water is able to more effectively resolve the
exceptions that lead to bill...
What does this mean to American Water?
American Water is getting better
at delivering on their core value
of customer serv...
As they move through stabilization of the SAP
implementation, CSRs will receive further
training using information that ca...
American Water is benefiting from additional reporting including:
What does this mean to American Water?
A status report o...
The robust nature of the solution has also given
American Water a sense of accomplishment.
The business functions it suppo...
How is BDEx helping
American Water
transform customer
satisfaction?
American Water implemented BDEx from
Basis Technologies across two systems,
CRM and IS-U.
Following a recommendation from
...
BDEx has been utilized across four key areas
of high volume customer-facing transactions
across the American Water landsca...
How is BDEx helping American Water
transform customer satisfaction?
“At the end of the day, it’s all to help get informati...
About the Customer
BDEx
part of BDiApps
basistechnologies.com
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American Water use BDEx to enhance SAP for utilities

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Standard exception management in SAP CR&B is no easy task.

And when American Water deployed an integrated SAP solution in 2013 with the aim of improving operational efficiency, they were aware of the dip in productivity that utilities typically face after go-live.

With customer service at the center of everything they do, American Water implemented a solution that enabled them to transform their customer satisfaction levels and effectively resolve exceptions and exception-related problems.

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American Water use BDEx to enhance SAP for utilities

  1. 1. About the Customer How a major US utility is leveraging exception management software in its business transformation and continuous improvement initiatives
  2. 2. Withheadquartersin Voorhees,NJ,theyare thelargestpubliclytraded waterandwastewater utilitycompanyinthe UnitedStates. American Water is a public utility company operating in the United States and Canada. It was founded in 1886 as the American Water Works & Guarantee Company and in 1947 was reorganized as American Water Works Company, Inc. AmericanWater,through itssubsidiaries,provides high-qualitywaterand wastewaterservicesto approximately15million peopleinmorethan45 states,aswellaspartsof Canada. About the Customer
  3. 3. About the Customer 5.4m calls annually from regulated customer base 5.4m invoices generated annually 400K pieces of incoming correspondence handled annually6,400 employees15m people provided with high-quality water and waste services 45 states serviced in US and part of Canada $
  4. 4. The Challenge
  5. 5. The Challenge In 2013, American Water deployed an integrated SAP solution including HR, Supply Chain, Finance, Engineering & Construction, Field Operations and Customer Service. This solution replaced end-of life systems that lacked necessary integration and had been heavily customized. The goal was to do this and improve operational efficiency. However, American Water was aware of the typical challenges that other companies that have experience with similar system implementations SAP CR&B for Utilities – specifically that productivity could dip for a period of time after go-live. Engineering & Construction HR Supply Chain Field Operations Customer Service Finance
  6. 6. About the Customer For a period of time after go-live companies initially experience increases in: customer call volume, average handle time to complete customer requests, and more customer complaints estimated meter readings customer accounts that do not bill and/or print during their expected billing cycle and require some kind of manual intervention to complete the number of implausibles/exceptions that block business processes from being completed (e.g. billing) ineffectively scheduled field work resulting in missing due dates and appointments
  7. 7. About the Customer Standard exception management in SAP CR&B is no easy task. In particular, after a CIS deployment, average resolution times for handling customer issues and inquiries typically causes a backlog of exceptions and then late billing issues start to appear. ! ! ! ! ! ! ! !
  8. 8. About the Customer This becomes a counter-productive cycle; with more customers calling, the larger the exception backlog gets. American Water wanted to mitigate these common impacts of exception processing in SAP. Their goal was to improve customer satisfaction and on-time billing, not make it worse. With 5.4 Million calls received from their regulated customer base, 37 Million invoices generated annually and 400,000 pieces of incoming correspondence every year, it was all too easy for things to quickly escalate at an alarming rate. ! ! ! ! ! ! ! ! ! ! ! ! !
  9. 9. About the Customer SAP’sout-of-theboxapproachto exceptionsmanagementisunintuitive andtherelianceonpaperreports makesitdifficulttotrackcustomerissue resolution. Plus,it’sdifficulttomonitortheon-time billingprocess. AmericanWaterunderstandtheriskof limitedvisibilityintheirexceptionhandling process. American Water was worried about the impact of a new system deployment on their customers and needed to ensure that customer service and on-time, accurate billing would be improved over time rather than degraded. The ability to have a holistic view of all exception activity for the meter to cash process was critical to meeting this goal. meter cash
  10. 10. The Solution What did American Water do?
  11. 11. The Solution American Water opted for a customer-centric approach to exception management - with one easy-to-use holistic view of all exceptions and transactions.
  12. 12. The Solution They enhanced their call handling success by equipping CSRs with visibility into exception management actions and in turn, deflected inquiries about the status of billing issue resolution.
  13. 13. The Solution Not only is American Water now resolving exceptions faster, they are enforcing the link between exceptions and their root cause, with underlying issues identified and fixed once. Multiple touches of the same contract account are limited as a result of the customer-centric view.
  14. 14. The Solution “The intuitive nature of the BDEx solution aided in the training for SAP CR&B and reduced training for 104 billing department employees by 520 hours. Back office employees adapted quicker to the new system by using BDEx’s menu driven navigation within ECC. We were able to accomplish our customer goals, in part, by providing employees with an intuitive exception management tool.” Tammy MacLaughlin CIS Lead on SAP Business Transformation Program
  15. 15. The Solution “With the holistic view across the organization, our front-line customer service representatives can quickly see the status of bills, and any reasons behind delays. While billing issues and delays are inevitable with a new system roll out, we were able to create visibility for our CSRs so they could more effectively respond to the customer inquiries. This lowered stress for our front-line employees and reduced the need to hand-off inquiries to back office staff.” Meg Neafsey Vice President of Customer Service
  16. 16. What does this mean to American Water?
  17. 17. What does this mean to American Water? American Water is able to more effectively resolve the exceptions that lead to billing delays within a short time frame. On average 6,000 billing related exceptions are now resolved on a daily basis allowing for associated invoices to be released within 3 days of meter reading, with 98% of customer billing issued within 24 hours of meter reading. 6,000billing related exceptions 3 days 98%bills issued 24hours
  18. 18. What does this mean to American Water? American Water is getting better at delivering on their core value of customer service. Their front line customer service representatives have more information at their fingertips. When coupled with American Water’s continuous improvement culture, they are introducing processes to reduce the number of hand-offs to back office staff – contributing toward positive customer satisfaction and improved first contact resolution rates.
  19. 19. As they move through stabilization of the SAP implementation, CSRs will receive further training using information that can be derived from the holistic view of exception activity. Things like: What does this mean to American Water? Proactively resolving consecutively estimated billing Providing the status and expected resolution time of a customer billing issue Understanding and responding to high bill inquiries with confidence
  20. 20. American Water is benefiting from additional reporting including: What does this mean to American Water? A status report of the total number and type of exception cases that have occurred Trending exception activity for root cause analysis A productivity report tracing the productivity of all back office agents – the work carried out and time taken to complete – to give indication of performance
  21. 21. The robust nature of the solution has also given American Water a sense of accomplishment. The business functions it supports directly affect the level of service delivered to customers and ultimately the bottom line. Employees report a high degree of satisfaction in using the BDEx application and quickly realized the value it provided to account investigations and exception resolution. “This off the shelf, SAP- centric solution was the perfect choice. As well as making the service to the end customer more efficient, BDEx has given us speed to value with a nice, clean solution implemented quickly and easily.” Tom Slook Chief Enterprise Architect, ITS What does this mean to American Water?
  22. 22. How is BDEx helping American Water transform customer satisfaction?
  23. 23. American Water implemented BDEx from Basis Technologies across two systems, CRM and IS-U. Following a recommendation from American Water’s Solution Implementer, Basis Technologies was a core part of the program, joining at the beginning of the blueprinting phase, and installing BDEx before going live in May 2013. How is BDEx helping American Water transform customer satisfaction? IS-U CRM
  24. 24. BDEx has been utilized across four key areas of high volume customer-facing transactions across the American Water landscape: “Looking at the high volume of transactions, we knew that we would need the right tool to help support us and effectively manage exception activity across some of our key process areas. BDEx has met that expectation and more. ” Tammy MacLaughlin CIS Lead on SAP Business Transformation Program How is BDEx helping American Water transform customer satisfaction? Service Order follow up actions Collections Billing Device Management
  25. 25. How is BDEx helping American Water transform customer satisfaction? “At the end of the day, it’s all to help get information out of the door to our customers. It’s what our customers expect of us and it’s what we deliver with assistance from BDEx.” Meg Neafsey Vice President of Customer Service Everything we do is customer-centric. Timely, accurate billing means enhanced customer satisfaction.
  26. 26. About the Customer BDEx part of BDiApps basistechnologies.com
  • bunkertor

    Jul. 29, 2016

Standard exception management in SAP CR&B is no easy task. And when American Water deployed an integrated SAP solution in 2013 with the aim of improving operational efficiency, they were aware of the dip in productivity that utilities typically face after go-live. With customer service at the center of everything they do, American Water implemented a solution that enabled them to transform their customer satisfaction levels and effectively resolve exceptions and exception-related problems.

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