SAP CRM Implementation: Improved EDF Energy Customer Service
The people of London, East England, and the South East rely on EDF Energy for the provision of low-carbon electricity. As one of the largest producers of this essential utility in the UK, EDF energy takes its relationship with customers seriously. Maintaining strong customer relationships is a top priority for the company. That’s why the company turned to SAP Customer Relationship Management (SAP CRM) when it wanted to take customer service to a higher level.
The SAP rollout at EDF Energy was part of a grand business transformation programme called Programme Orchard. The main focus of the programme was to improve billing and EDF Energy customer service (click here to see their current contact interface). At that time, the managing director for business improvement and technology, Nigel Stevens, had just succeeded Benoit Laclau who was the initiator of Program Orchard.
Benefits of using SAP CRM
- 1The service allows the energy company to streamline service operations and reduce service costs. The result is an excellent customer relationship and enhanced customer satisfaction. The SAP CRM capabilities include an interaction center, business communication management, partner channel management, and E-service (such as electronic money transfer). EDF Energy customer service improved. Now, customers can easily and quickly contact the energy company and receive quotes for new connections or other services.
- The service management software from SAP provides field service support in various ways. With the system, it is easier and less costly to manage comprehensive field service processes – on-site service execution, service order planning, billing, resource scheduling, and call taking. Field engineers can access data while they are working in the field and this improves their productivity. EDF Energy now benefits from the advantages of automating field services.
- With the SAP CRM application, EDF Energy can utilize customer-related information to improve other lines of business such as marketing and sales. By continuously monitoring and analyzing customer’s habits, the application provides useful information about customers’ consuming habits. Such information gives a better understanding of customers and helps to improve marketing strategies as well as the effectiveness of EDF Energy customer service. In the end, customers are more satisfied with the product and service.
The decision to go for SAP was a critical one. As Nigel explained, settling on a highly-customized bespoke system instead of an out of the packet software required careful balancing of options. He said that EDF Energy thought of the system not just as a technology but a key business driver. Going for a leader in this technology’s market also shows how EDF Energy values customer relationship improvement.
Capgemini designed and built EDF Energy’s SAP CRM system using the Rightshore delivery model. Basically, the model enables collaboration between the experienced IT designers and clients. It is preferred because it enables the design of tailored solutions that address the needs of specific clients. Benefits of the Rightshore model include cost reductions and increased innovation that help clients to gain competitive advantage. EDF Energy was the first energy company to use the service. Soon after the results of the projects were evident, other power distribution companies started evaluating the service.
EDF Energy customers no longer need to go through tiring paperwork processes as the SAP CRM system mostly involves paperless processes. For the company, the system is a great stride towards achieving high flexibility and efficiency around IT and business development projects. The energy company is able to reach its ambitions of being the most trusted energy provider in the region by providing simple and yet highly reliable energy solutions for homes and businesses.
Proper CRM implementation improves relationships with customers. A well designed CRM system allows for better organization of sales and marketing processes and should translate to increased revenues or savings. For best results, a CRM project must be integrated into a larger business transformation model but not isolated as an IT project. At EDF Energy, the SAP rollout was part of Programme Orchard, whose main goal was business transformation.
In-depth knowledge and practical experience is required to prepare, plan, and implement the SAP CRM project – especially to evaluate the necessary organizational changes that need to be made. This approach focuses on the business. Thus, business goals should be prioritized. The professionals who carried out the implementation of the SAP CRM project at EDF Energy understood this and that’s why the project succeeded. Every business should consider these factors when implementing CRM systems to ensure that the project provides a good ROI.Read more
Technology and Value Added Services Transformation
There is need to transform your infrastructure and modernize applications. This reduces complexity of operations and will help transform your services. Using the converged approach across networks can and will offer a variety of services that include: interactive voice response, voice and texting services, voice and texting control services and many more.
Value added service transformation is critical in IP and NFV migration. It plays an important role in interactive voice response service and in providing scheduling and management capabilities for applications.
This application is designed to protect against threats to your privacy and eliminate fraud. It helps to detect revenue leakage and address it.
The idea is to provide for a strategic approach to business transformation, to drive innovation by opening availing more APIs
To enable a rapid application creation of call services and multimedia environment
Use software that reduce the cost of consolidation
There is everything you need to develop and run a compelling and interactive multimedia or any other application based on shared infrastructure such as SMS gateways, data and many more. We support voice XML, IP and TDM that creates an environment that is capable of accelerating deployment and development of content and other services. You will also get connected to back-end systems, GSMA and API based interface development.
The signaling platform has evolved and is based on state-of–the-art technology anchored on NFV and VNF configuration. It allows you to evolve applications towards your chosen IP infrastructure.
MVNE/MVNO billing solution for SMS, voice and data model is meant to authenticate SMS, voice and data in real time. It allows for limiting voice calls made, data and SMS based on credit limit, prepaid balance, activation period, and daily consumption.
Through GIGTRAN (IP), it allows for seamless subscriber experience. The solution allows for SIM importation, profile management facilities, enabling SMS, data and voice service on individual profile basis. It is critical in terminating SIMs, activation and deactivation.
Thus, it is important that you migrate, consolidate, and virtualize your service platforms and applications for the new digital economy.
Virtual VAS for Voice over LTE
It provides an answer to the CSPs needs of creating a single multimedia service environment that offers new and innovative services for IMS, VoLTE and Web.
Enablement and WEBRTC Applications
It includes HPE WebRTC Gateway controller that integrates real time communication in a web page and allows for chatting and switching to video/Audio without the need for plug-ins. This is what makes it possible to have a number of services such as unified communication, voice mail access, video conferencing, call recording, video sharing, screen sharing, and click to call multi-device, and multi-device communication service.
Routing capabilities are essential since they allow control of how to rate calls placed on SIP Trunking and carriers. The key features include:
- Routing calls to outbound carriers
- Supporting third party service based routing by redirecting servers
- Processing routing and cut off call in real time
- Manipulation of incoming ANI codes
- Manipulating inbound DNIS
- Manipulation of terminating devices
- Rating and routing depending on time, day or holiday.
This is critical when running prepaid mobile business. It allows for profitability reporting and greatly determines the success of the business. Regular reports will help you to gain insight into your business and enable you make the necessary adjustments. The reports are either textual or graphical, hence they are easy to read and analyze.
Generally, network products and application solutions that embraces broadband network and which enables CSPs to drive new revenues from the existing network services reduce capital expenditures and consolidate virtualization of your network services. The applications allow for fast migration, and reduce time wasted.Read more