SAP Utility Community Newsletter – Sharing our challenges and solutions through networking – June 2021
On behalf of the great Marc Rosson:
Welcome to 2021 SAP Utilities Community Newsletter. Wanted to share with you different items going on in our community in the near future.
SAP 4 Utilities Call for Papers:
2021 SAP for Utilities Conference – Call for Papers closes next week, June 11th, 2021
Link to submit: https://www.cvent.com/c/abstracts/2195eae1-0d04-4b69-aef1-554ef642dad4
Wrap up on International Conference 5/18 – 5/21 – Over 900 attendees, 40 hours of on demand content, 165 presentations and was viewed from over 53 different countries. Online format was convenient from a travel perspective, but we miss seeing each other ;-(
SAPPHIRENOW Key Note 6/2 was yesterday, click here if you missed it and the rest of Sapphire starts 6/7.
C/4 HANA Discussion with SMUD – 6/9 – 10:00 am PDT
SMUD and SAP Utilities will share their Customer Preference Center they have implemented including both CDC (Customer Data Cloud) and C/4 Marketing in combination with their on premise CRM.
In June we will be highlighting different utilities that are all using SAP Cx suite for various Use cases starting with Sacramento Utility District (SMUD).
Multiple utilities have gone live last month with Cloud for Customer (C4C): Cx Sales/Service Cloud as well as Customer Data Cloud (CDC), and Marketing Cloud for different use cases. Both SW Gas and Duke will be presenting later this summer following their April go lives.
Others are working to update their Customer Preference Centers with both on premise CRM and Customer Data Cloud (CDC), and other utilities like Enbridge and NPPD have chosen S/4 Service instead. For any utility currently using CIC transaction in ECC or integrated into SAP CRM, the decision of where to do Customer Management and Call Center Operations are very important as well as the integration into a larger customer self-service strategy.
Note that Customer Data Cloud (CDC) is a different product separate from the Cloud for Customer (C4C) offering under the Service Cloud portfolio.
C4C is part of the Service Cloud portfolio and typically covers Call Center Operations.
Customer Data Cloud (CDC) offers Enterprise Identity Mgmt, Consent, and (new since 2021) the Customer Data Platform – the latter’s main purpose is to collect 1st part customer data (from the customer directly), 2nd party customer data (the transactions and internal customer data we store) and 3rd party customer data (data you buy for example) and build customer profiles over time. Then use this data to feed use cases like product proposal, NBA etc.
In 2020, SMUD deployed the SAP Marketing Cloud (SMC) for automation journeys and under the Service Cloud portfolio, C4C which is part of the Service Cloud portfolio and typically covers Call Center Operations, supporting use cases for the Commercial Business Account execs in the field giving them access to all customer data.
In addition, Customer Data Cloud (CDC) aka Gigya was installed , but only implemented to support customer integration to SAP Marketing Cloud (SMC).
In late 2021, they plan to migrate from SAP CRM based Customer Preference Center to one that enabled by the Customer Data Cloud (CDC).
SAPPHIRENOW 6/7 -6/10 https://www.sap.com/about/events/sapnow.html
ASUG Forward 6/21 – 6/24 https://www.asug.com/forward
At ASUG Forward, 6/23 12:00 pm PDT Stefan Wolf/Marc Rosson will be sharing the Cloud for Utilities Update.
6/30 A future look at SAP Analytics
S/4 SW Gas – 7/14 – 9:00 am PDT Discussion
In our continuing series of S/4 Stories – Southwest Gas will share their April 2021 go live story with our utility community. Please attend and bring your questions. If you are not in our S/4 group and would like to be on the DL, please let us know.
TECO-FSM – 7/15 – 11:00 am PDT Discussion:
TECO-Peoples Gas is currently blue printing their SAP FSM Dispatch/Scheduling solution along with Asset manager and will be presenting. If you are not in our Dispatch/Scheduling group and would like to be on the DL, please let us know.
S/4 Duke Energy – 8/10 – 10:00 am PDT Discussion
In our continuing series of S/4 Stories – Duke Energy will share their April 2021 go live story with our utility community. If you are not in our S/4 group and would like to be on the DL, please let us know.
S/4 EPCOR – 10/5 – 1:00 pm PST – 1 year after their S/4 go live in November 2020 we will hear their update.
SAP 4 Utilities 10/18 – 10/20
After careful deliberation and extensive conversations with key players, customers and partners ASUG has decided to return to in person this October with a hybrid style experience offering mix of in-person and virtual content! SAP for Utilities event will provide a platform for you to learn and connect, whether you join in person or virtually. We will have an educational program filled with customer stories, best practices, lessons learned, and real-world experiences. More details to follow but don’t hesitate to reach out to event producer, Katie Walker with any questions!
Submit your chance to present here: https://www.cvent.com/c/abstracts/2195eae1-0d04-4b69-aef1-554ef642dad4
Submit a nomination for our innovative award here: https://bit.ly/3cdwVNy
Liberty Utilities went live in May of 2021 with Asset Manager and presented their go live for Asset Manager solution at their Gas Utility. A field demo will be scheduled soon. SAP’s Mobility Roadmap was also shared with the group in May as well. If you are not in our Mobility group and would like to be on the DL, please let us know.
S/4 Blue Printing with NPPD on Azure and Northwestern Utilities on Premise – Tentative. If you are not in our S/4 group and would like to be on the DL, please let us know.
SAP 2021 Events Calendar for Utilities: