SAP Forum 2013 | Page 87

SAP Utilities Customer Engagement Typical Business Challenges  High call center volumes for low touch interactions  Lack of real-time communication to customers on service downtime and outages  Poor customer care, impersonal customer relationships Mobile Business Impact  Management of accounts, bill payment, service requests logging, outages reports, and outage information anywhere at anytime on any device. Facts & Figures  Role: Utility Consumers LoB Service; Utility Industry 1.0.0 November 26th 2012 Sybase Mobiliser 5.1, ECC 6, EHP4 with IS-U and FI-CA add-ons Apple iPhone (iOS5), Android Phone (4.0) http://www.youtube.com/watch?v=VsCnl 6ybWJc  Two-way real-time communication for outage, restorations, and service requests.  Outage map for quick and convenient access to outage information, including cause, severity, impact, and estimated restoration time.  Search for quick access to outages in a particular area  Target Segment:  Version:  Planned Availability:  Pre-requisites:  Mobile Device Support:  Video Features and Capabilities  Account Management  Bill Payment  Usage Charts  Report Problem  Report Outage  Messages and Alerts © 2012 SAP AG. All rights reserved. Updated: 10May12 87 Industry Apps Wholesale Distribution