L1_Cloud_for_Utilities_Sep20 (1).pdf

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Speakers Name, SAP
Month Year
SAP Cloud for Utilities
Helping Create the Energy of Tomorrow – L1
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© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP.
Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other service
or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related
document, or to develop or release any functionality mentioned therein.
This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and
functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this
presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentation is provided
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a
particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP
assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross
negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from
expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates,
and they should not be relied upon in making purchasing decisions.
Disclaimer

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Global market trends are changing the business environment in the energy
sector substantially
Consumer
becomes Prosumer
Renewable
Energies
New Competitors
enter the Market
E-Mobility
Legal
Requirements
New Product
Ideas
Environmental
Awareness
Smart Homes
Energy Management

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The Energy Revolution is a
large transformation program …
… from centralized … … to decentralized
Customer investment areas:
Power generation
@home
Connectivity security
Charging Energy Management
Smart Appliances Comfort & Lightning
Heating & Cooling Energy Storage

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Non-commodity growth rates offer huge opportunities for Utilities
The global Smart Home market is worth US$ 56 billion
in 2018 and is expected to grow even bigger¹.
¹CAGR: Compound Annual Growth Rate / average growth rate per year Source: Statista Digital Market Outlook 2019
Control and Connectivity Energy Management Smart Home Appliances Comfort and Lighting
Forecasted growth from 2018 to 2023:
22%
AVERAGE
22,3%
AVERAGE1
25,4%
AVERAGE1
28,9%
AVERAGE1
2018
11,9
2020
20
2023
32,1
2018
4,1
2020
6,8
2023
11,2
2018
15,7
2020
26,8
2023
48,6
2018
4,3
2020
7,9
2023
15,2

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Customer Experience
SAP Cloud for Utilities focuses on four KPI’s to enable the efficient Full Service Provider
Design business from
Consumer’s perspective
Introduction of
New Offerings
Time-to-Market
Revenue of
Products and Services
Revenue Growth
Simplified Processes
and Digital Channels
Cost-to-Serve
Engaging
Customers
Customer
Satisfaction
SAP Cloud for Utilities drives commodity and non-commodity growth simultaneously
Must have practices for
efficient Utilities
Creating Market Relevance & Customer Stickiness

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Utilities need a market differentiating strategy to win customers in a
competitive environment
Agile Product Innovations
Process Quality & Speed
Best in Class Customer Experience
Business Networking
Cost Efficiency
Regulatory Compliance
Real-time Business Insights Performance & Finance Management
Security of Supply
Personalized Customer Journeys
Accuracy in Billing
Individual Product Offerings
24/7 Service Availability
Energy
Prosumer
Re-Imagined
Utilities Business
Identity Management & GDPR
Creating Market Relevance &
Customer Stickiness
Must have practices for
efficient Utilities

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Winning Utilities require a set of business capabilities to establish
cost leadership and stay relevant in the market
Market Winning
Themes
Cost Leadership
Themes
Required Business Capabilities
Topics
Best in Class Customer
Experience
Single View of Customer
Holistic Customer
Experience
Customers for Life
Agile Product Innovations
Personalized and
proactive Offers
Product Development &
Catalog
Flexible Product Bundles
Business Networking
Transparency in Order
Fulfillment
Utilities Marketplace Crowd Sourcing
Real-time Business Insights Utilities Market insights Margin Assurance
Business Planning &
Simulation
Utilities Best Practices Process Integration Master Data Quality
Process Quality & Speed
Process Automation Process Intelligence Exception Management
Cost Efficiency
Market Process
Management
Market Communication Regulatory Reporting
Regulatory Compliance
Performance & Finance
Management
Revenue Management Margin Assurance Financial Management

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SAP Cloud for Utilities – a strategic Investment into the Utilities
Industry by SAP
Energy
Prosumer
SAP Cloud for Utilities helps you unlock the
business potential of the future:
§ Full focus is on the end consumer
§ Differentiate through additional products and services
§ "Time to Market" is the decisive factor
§ Processing costs must be minimized.
§ Efficiency in sales, distribution network and metering
operation

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The SAP Cloud for Utilities Program
Initial
Focus
SAP
C4U
Core ERP Processes
Process Orchestration
Finance
Analytic Services
Procurement
HR & Partner
Order Execution
Customer Service
Service Fulfillment
Market Communication Billing & Revenue
Management
Energy Data Management
Customer Journey Experience
Customer Acquisition
Multi Channel Selling
Product Modelling
Customer Analysis
Multi Channel Marketing
Energy Logistics
for DSO/MOP
Energy Settlement Metered Data Management
Market Communication DSO
Enterprise Asset
Management
PdMS Utilities
Device Management
Asset Lifecycle
New Connections WFM
E2E Integration
Master Data Management
E2E Business Process Monitoring
E2E Business Process Automation
Customer Data Trust
Security and Audits
SAP Program to accelerate the delivery of the new SAP Utilities Suite in the Cloud to address the E2E Utilities processes for Retail,
Distribution and Integrated Utilities; and for Energy, Water and Services.
The first release of the SAP Cloud for Utilities Suite will cover the Lead to Cash Utilities Retail-specific E2E Scenario.
SAP Cloud for Utilities Program key focus is to grow the Utilities Industry Features in the Individual Cloud Components that conform the Suite,
and secure the seamless integration among them.
SAP Cloud for Utilities can be consumed as a whole Suite or in a modular way.

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With SAP’s next Generation Cloud Suite Utilities can achieve both,
Cost Reduction and Market Leadership
" With SAP Cloud for Utilities we aim to establish the next generation global
Market standard for Utilities in commodity and non-commodity services."
FROM LEAD… …TO CASH
Market Communication – Intercompany Data Exchange
Customer Experience
Analytics & Process Monitoring & Integration
Customer
Request
Search
Products
Sign
Order
Market
Analysis
Product
Definition
Launch &
Marketing
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Consumption
& EDM
Billing
& Invoicing
Payment
Handling
Order Fulfillment Billing & Revenue
Management
Selling
Product Definition
& Marketing
Retail
Cloud4Utilities is
the integrated yet
modular service
platform to transform
the energy retail
business.
Best
practices
inside

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New and changing business models are demanded by the market
• Direct to consumer
• Multi-channels
• New market segments
• Expanding business
and diversify
• Digital Products
• Installation Services
• Maintenance services
• Loyalty points / rewards
programs
• IoT services
• Sell through
• Sell with
• Resell
• Bill on behalf of
• White label Services
• Fixed price
• Installation fees
• Recurring fees
• Usage-based
• Outcome-based
• Prepaid models
• Digital payment
• Pay per use
• Flexible payment
models
Monetize multi-sided
business networks
Deliver new
integrated value
proposition
Build new customer
relationships
Sell mix of
outcomes, usage
and subscriptions
Flexible payments
and automate
financial process
Serve more
sustainable & eco-
friendly products
• Green energy
products
• Prosumer
technology
• Efficiency services

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Lack of transparency
in customer
satisfaction
Missed opportunity
to serve customer
demand
Inflexible and high
maintenance tariff
model
Significant resources
bound to non-value
generating tasks
Increased agent
effort operational
cost
Commodity
Customer
Win
Lack of
comprehensive digital
services and proactive
customer notifications.
Utility bills the
customer
Complex and historically
grown billing and tariff models
require high maintenance
and avoid flexibility.
Utility measures
consumption
Manual meter reading and
plausibility handling lead to
high manual efforts.
Utility delivers
commodity service
Lack of transparency
about reliability and quality
of service delivery
Communication with
market participants
Keeping business processes
and market messaging up to
date without compromising
process and service quality.
ŸCustomer closes contract
for Point of Delivery
Lack of ability to offer
meaningful and
relevant additional
products to customers.
Challenges
Utility responds to
customer request
Increased cost-to-
serve due to high
volume
Traditional processes are not good enough any longer
Example: Traditional Lead-to-Cash for commodity services
Outcomes

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VALUE
POTENTIAL
10% - 15% reduced
time to market for
new products*
10% - 15%
Increased revenue
from cross/upsell*
Up to 10% reduced
customer service
and support costs*
25%-30% reduction
in inventory levels*
40% - 50% reduced
accounts
receivables
management cost*
30%-40% decrease
in cost to meet
regulatory
compliance
Intelligent
technology
outcomes
Improved product
portfolio through
real-time market
insights
Individualized,
context-driven
customer offerings.
24/7 availability of
comprehensive
self-service portfolio.
Efficient request & ticket
processing with ML.
Identify the best
supplier & minimize
safe stock with
just-in-time material
availability
Identify the best skilled
service provider and
increase order
fulfillment quality
Accelerated bill-to-
cash for all types
products and services.
Reduced effort for
adoption to regularly
changing market
requirements
Market Analysis
and Product Design
Key
capabilities
delivered
Targeting relevant
Customer Group
Omnichannel
Customer Journeys
Order Delivery
and Fulfillment
Management of
Service Provider
Billing & Revenue
Management
Regulatory
Efficiency
• Customer Demand
Analysis
• Simplified &
accelerated Product
Design
• Central Product
Catalog
• Free Product
Bundles
• Utilities Marketplace
• Segmentation of
customer groups
• Launching
marketing
campaigns
• Enabling individual
customer journeys
• Monitoring
campaign success
in real-time
• Omnichannel
customer
experience
• Individual customer
offerings & services
• Customer service
automation
• ML-supported
resource planning
• Crowd sourcing
• E2E Integration of 3rd
Party Service Provider
• Order Status
Management
• Fulfillment
Performance
Monitoring
• Flexible Billing
Engine – Pay-per-
Use, Subscriptions,
etc.
• Consolidated
customer invoicing
• Backoffice
Automation for Bill-
to-Cash
• Regulatory
Compliance
Adoption
• Market
Communication as
a service
• Process Content
Delivery
• Commerce & Order
Management
• Service & Sales Order
Management
• Sales Contract
Management
• Orchestrate fulfillment
of product bundles
Intelligent Processes generate better Customer Experiences and improve Efficiency
Example: The Intelligent Lead-to-Cash for Energy Service Provider
* Note: These benefits have been estimated based on SAP benchmarks and customer proof points.
5%-10% reduction
in service and
support cost*

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SAP Cloud for Utilities for Commodity AND Non-Commodity
Investment Priorities for the Cloud for Utilities Program
Investment Priorities
1 Co-Innovation - FOR and WITH our customers
2 Extension of the Utilities functionality in the blocks
3 End2End Process integration
4 Master data management in hybrid landscapes
5 End2End Business Process Monitoring
6 End2End Cloud Operation of SaaS Components
7 Development of transformation services
8 Simplification of the pricing model
9 KPI control to increase efficiency
10 Simplifying the transformation from today to tomorrow

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SAP Cloud for Utilities – empowering Utilities with essential Capabilities
to deliver exceptional Customer Experience
Customer Experience
Service Fulfillment & Business Networking
Products & Services
Performance Management
Service Partner
Integration
Ecosystem
Management
Contract
Management
Omnichannel
Customer Exp.
360° Customer
View
Preferences &
Consent Mgmt.
Segmentation &
Targeting
Central Product
Catalog
Simplified Product
Design
Product Bundles
Marketing &
Campaigns
Individualized
Customer Journey
Utilities Market
Insights
Margin
Assurance
Forecasting &
Simulation
Process
Performance Mgmt.
Real-time Business
Analytics
Utilities Digital Core
Product
Billing
Revenue
Management
Invoicing
Energy Data
Mgmt.
Best
Practices
Process
Intelligence
Process
Automation
Management of
Assets & Devices
Regulatory
Management
Model
Company
Process
Monitoring
Order
Management
Service Provider
Management
Service
Fulfillment
Product Lifecycle
Management
Customer Self-
Services
Sales Performance
Management
Energy Analysis
Home Energy
Management
Geo Enablement
Order & Delivery
Orchestration
Mobile Workforce
Management
Predictive Asset
Analytics

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Building Blocks for the SAP Cloud for Utilities Suite
End-to-end available: February 2021
Marketing Sales
Commerce Customer Service
Customer Engagement -
Intelligent Front-Office
Customer Data
Management
E2E Process Monitoring Master Data Management Real-Time Analytics
Customer Delivery -
Service Delivery Platform
Integration
Energy Data
Billing Revenue
Management
Market
Communication
Innovative Technology
Order
Fulfillment
2021
Available in
Q1
CONSOLIDATE & GROW THE CUSTOMER EXPERIENCE
NEW BACKOFFICE
ONE C4U SUITE TO ORCHESTRATE, INTEGRATE, DATA MANAGEMENT AND OPERATIONS

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SAP Cloud for Utilities - Key Features per Building Block
Commerce
• Simple Product Offerings
• Bundled Product Offerings
• Product Content Mgmt.
• B2C Commerce
• B2B Commerce
Marketing
• Dynamic Customer Profiling
• Segments, Campaigns and
Journeys
• Impactful Marketing Analysis
• Commerce Marketing
• Lead Management
• Build Loyalty and Advocacy
Sales
• Intelligent Sales with
Machine Learning
• Config, Price Quote
• Sales Performance
Management
• Sales Forecasting
Billing
• Subscription Billing
• Pay-per-Use Billing
• Service Billing
• Rate Plans
• AI supported exception
handling
Revenue Management
• Convergent Invoicing
• Contract Accounting
• Invoicing
Customer Data
• Single, unified profile
• Enterprise preference &
consent management
• Customer profile and
preference mgmt.
• GDPR readiness
Market Communication
• Regulatory Processes
• Market Communication
• Market Formats
• Process Management &
Monitoring
Customer Service
• Utilities self services
• AI chatbot
• Intelligent recommendations
• Order Distribution
• Crowd & Field Service
Management
Intelligent Front-Office
Energy Data
• Meter Data Management
• Validation Estimation & Editing
• AI supported Meter Data Validation
• Billing Determinants Calculation
• Meter Data Analytics
• Master Data Synchronization
Service Delivery Platform
Order Fulfill
• Sales Order Fulfillment
• Service Order Fulfillment
• Business Networking
• Sales Contract Mgmt.
• Sales Billing

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SAP Cloud for Utilities provides a number of Key Differentiators
7. Open Platform and Community
§ Flexible extension concept enabling partner apps and customer extensions
§ Flexibility to extend, build and adapt
§ Strong ecosystem of applications to complement and extend SAP’s industry
solutions
6. Continuous Innovation
§ Supporting major industry trends with continuous innovation roadmap
§ Machine learning and AI built into business processes
§ Regulatory changes delivering compliance needs
§ Architecture & deployment options supporting individual customer
transformation
1. Customer Experience-first Approach
§ Supporting the complete customer journey from lead to cash
§ Meaningful, individualized end-to-end experiences on all channels
§ Continuous feedback loops to optimize experience
§ Listen, Understand, and Act using Operational and eXperiential data
4. Build your own Business Network
§ Build your own commerce market place for Utilities offering own and
partner products
§ Orchestration of fulfillment of service and product order
§ ML-supported resource planning of own and partner resources
§ E2E integration of 3rd party service provider
4. End-to-End Business Processes
§ Seamless Integration between Front- and Backoffice
§ Industry best Practices (Model Company)
§ Reduce complexity in lead-to-cash through modularization, simplify
and drive adoption
§ Fully embedded regulatory framework and integrated market
communication as a service
5. Adoption Support and Accelerators
§ Model company to provide business content out-of-the-box
§ SAP eco-system to deliver and extend the solution
§ Value Assurance Services from SAP to provide advisory and delivery
support
2. Full Industry Capability Coverage
§ Providing an E2E solution portfolio for Retail Utilities
§ Enabling cost leadership through process standardization, automation
& intelligence in meter-to-cash
§ Extensive industry roadmap including all market roles and market
segments
3. Matching the Need for Business Innovation
§ One solution suite enabling business model innovation for commodity
& non-commodity business
§ High flexibility in product design and product lifecycle management
§ Increased flexibility through modularized, service based architecture

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SAP Cloud for Utilities Options
SAP Cloud for Utilities with SAP S/4HANA for Utilities Cloud 1
SAP S/4HANA for Utilities Cloud addresses the Meter-to-Cash process, with process
and data orchestration performed by BPM and EDOM.
SAP Cloud for Utilities1
SAP Cloud for Utilities Suite orchestrated by BPM and EDOM as backbones of the
end-to-end scenario.
SAP Cloud Platform
Integration & BPM &
EDOM2
Market
Communication
Contract
Accounting
Metering
Convergent
Invoicing
Energy
Billing
Subscription
Billing
Cloud
for Energy
Sales
Commerce
Marketing Services
S/4HANA for Utilities Cloud
SAP Cloud Platform
Integration & BPM &
EDOM2
Market
Communication
Subscription
Billing
Cloud
for Energy
Sales
Commerce
Marketing Services
Revenue
Management
Field Service
Management
1 Labs Preview. This is current state of planning and may be changed by SAP at any time without notice.
² EDOM = Energy Domain Model, SAP models utilities business objects within EDOM for the usage in decentralized hybrid and cloud-only architectures for SAP Cloud for Utilities
2021
Available in
Q1
2021
Available in
Q3

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SAP Cloud for Utilities Options
SAP Cloud for Utilities with SAP S/4HANA for Utilities Cloud 1
SAP S/4HANA for Utilities Cloud addresses the Meter-to-Cash process, with process
and data orchestration performed by BPM and EDOM.
SAP Cloud for Utilities1
SAP Cloud for Utilities Suite orchestrated by BPM and EDOM as backbones of the
end-to-end scenario.
SAP Cloud Platform
Integration & BPM &
EDOM2
Market
Communication
Contract
Accounting
Metering
Convergent
Invoicing
Energy
Billing
Subscription
Billing
Cloud
for Energy
Sales
Commerce
Marketing Services
S/4HANA for Utilities Cloud
SAP Cloud Platform
Integration & BPM &
EDOM2
Market
Communication
Subscription
Billing
Cloud
for Energy
Sales
Commerce
Marketing Services
Revenue
Management
Field Service
Management
1 Labs Preview. This is current state of planning and may be changed by SAP at any time without notice.
² EDOM = Energy Domain Model, SAP models utilities business objects within EDOM for the usage in decentralized hybrid and cloud-only architectures for SAP Cloud for Utilities
2021
Available in
Q1
SAP Cloud for Utilities is available. Start your Journey now!
Solution available and in productive use at Utilities customers
2021
Available in
Q3

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SAP leverages a unique offering for the Utilities Market – Cloud for Utilities is
offering all Capabilities for the Utility-of-Tomorrow Transformation
Intelligent Asset
Management
Lead-to-Cash for
engaged Prosumer
Full-service
Execution Suite
Market Collaboration
and Energy Insights
Built-in
Machine Learning
Responsive UX
Performance &
Analytics
Guided
Transformation
Agile Business
Development

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SAP offers a complete suite for lead-to-cash enabling
Utilities to transform customers into prosumers
Single view of customer
Customers at the center of the
business based on trusted
customer data
Holistic Customer Experience
Seamless integration of first-class
customer experience and efficient back-
office across all business units
Cloud4Utilities
Complete and modular
solution suite to manage
utilities business processes
end-to-end.
Full Service Provider
Fully integrated order fulfillment to ensure
a seamless procurement, delivery, service
and payment experience
Business Innovation
Agile implementation of new business
models with short time-to-market
enabled by a modular cloud portfolio
• Accelerated launch of new products and services through an agile platform approach
• Creating customer stickiness through personalized customer experiences across channels
• Gaining a holistic view on customers, products and orders
• Improved time to market through a flexible, extensible and modular business platform
• Accelerated transformation of your customers to become prosumer
Benefits for your business
Lead-to-Cash for
engaged Prosumer

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Use Case: Lead-to-cash for engaged prosumer transition
Marketing creates campaign
and proposes the new offering
Marketing analyses customer data
suitable for a new e-mobility product
bundle
Customer requests further
information about the offer
Customer closes contract for
new e-mobility product bundle
SAP Commerce
Cloud
SAP Customer Data
Cloud
SAP Marketing
Cloud
SAP Service
Cloud
Utility asks customer to choose
delivery and installation dates
SAP Service
Cloud
Utility coordinates service provider for
asset installation and informs customer
SAP Service
Cloud
SAP S/4HANA
Cloud
Newly installed services gets
activated and prosumer can use,
control and monitor them
Prosumer gets combined invoice for
asset usage, electricity consumption and
solar compensation
Customer is being asked to
rate his experience
SAP Service
Cloud
SAP S/4HANA
Cloud
SAP Service
Cloud
Transforming consumers… … to digital prosumers
Lead-to-Cash for
engaged Prosumer

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Cloud for Utilities is supporting our customers to establish
new revenue streams fast and efficient
Electricity Gas & Heat Water
+
Commodity Services Non-commodity Services
Solar & Storage Charging Stations
& Roaming
Efficiency
Services
Insurances
Smart Home
Agile Business
Development
Maintenance &
Installation
E-Mobility
& Sharing
IoT Service
& Big Data
Analytics
Crowd
Sourcing
Workforce
Management
Marketplace Rental Services ….
Infrastructure
Services
White-Label
Electricity/Gas
ü Providing all required
functional modules to
explore, design and
deliver products to end
customers
ü Proven solutions, also
established in other
industries, are used and
adopted to address the
specific needs of the
Utilities industry
ü E2E value chain allowing
new non-commodity
business models in an agile
and efficient way
ü Capabilities to establish
Platform Business
Models and Business
Networks are part of the
solution suite
Customer Experience
Order Fulfillment
Billing & Revenue
Management
Selling
Product Definition
& Marketing
Best
practices
inside

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SAP offers an efficient multiservice platform for a timely
delivery and installation of services and equipment
Service Excellence Platform
• Utilities Best Practices and Model Company are driving process
standardization, scalability and stability
• High efficiency in meter-to-cash through process automation and
built-in process intelligence reduce exceptions and manual activities
• Utilities service bots and omnichannel self-services decrease
manual agent interaction significantly
• Utilities Master Data Management to ensure harmonized and
correct process data
Self-Running Utility
• Accelerate order delivery and issue resolution by harmonizing
customer engagement and operational processes
• Provide more accurate answers quickly & automatically, using
24/7 customer service platform with a top rated AI Chatbot
• Automated, AI-based scheduling & dispatching for optimized
service delivery & resource utilization
• Orchestrate and accelerate service execution with integration
of partners, service providers, or freelancers through crowd
sourcing
• Increased loyalty and low churn rates due to a best in class service delivery
• Reduced cost-to-serve through high process automation
• Utilities Best Practice, standardization and automation result in stable business processes and high process quality
• Higher automation frees up capacity for value-generating tasks
• Real-time steering leads to improved business results
Benefits for your Business
Full-Service
Execution Suite

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How leading Utilities redefine the Customer
Experience to serve the Digital Prosumer
Winning the Digital Prosumer
Activation of Services
and Equipment Operations and Service
RESEARCH & PURCHASE INSTALL & ENERGIZE USE & GENERATE
GET PERSONALIZED
SUPPORT
• Manage customer preferences
and consent
• Deliver personalized offers,
pricing and education based
on customers individual
situation
• Attract and retain loyal
customers by way of bonuses,
promotions, attractive
packaging
• Let customers purchase a
wide variety of products and
service
• Transparent order fulfilment
and installation for the entire
order
• Timely delivery and installation
of equipment and services
• On-time energizing of
equipment & meters
• Activation of contracts and
devices according to terms
and conditions
• Capture feedback from
customers on the installation
• Transparency and
accuracy in billing of all
services
• One utility invoice as a way
to pay for everything
• Support flexible payment
terms and methods
• Continuous feedback
collection during usage to
adjust customer
interactions
• Send proactive personalized
notifications reg. bills, usage,
generation, storage, etc.
• Send communications in
accordance with
customers’ preferences
• Self Service and intelligent
bots as a way to act and
react conveniently anytime
• Contact Center as a way to
resolve complex or high
value service request
Full-service
Execution Suite

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Use Case: Orchestrated Service Delivery through Crowd
Sourcing
Customer has ordered e-mobility
product bundle with equipment and
services
Solution Order incl. products, services
& subscriptions is dispatched to
provisioning and fulfillment systems
AI- based crowd dispatching is executed,
service provider is selected and receives
the order, Customer sees real-time status
SAP Service
Cloud
SAP Commerce
Cloud
SAP Customer Experience
Foundation
Customer has chosen preferred
installation date and requested
further information
SAP Service
Cloud
Purchase order has been executed and
equipment ordered for service provider
delivery
SAP S/4HANA
Cloud
Service provider installs the equipment.
He receives and captures all relevant
information in his mobile app
Newly installed services gets activated
and prosumer can use, control and
monitor them
SAP Service
Cloud
Utility monitors prosumer and
activates predictive asset analytics
Prosumer gets combined invoice for
asset usage, electricity consumption and
solar compensation
SAP Service
Cloud
SAP S/4HANA
Cloud
SAP Service
Cloud
SAP Predictive
Analytics
Order Orchestration with Cloud4Utilities
Physical
Products
Commodity
Services
Subscription-based
Services
Digital
Products
Pay-per-Use
Services
Full-service
Execution Suite
SAP Field Service
Management
SAP Field Service
Management

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SAP’s offering for market collaboration allows Utilities to
focus on their business priorities
SAP Market Communication Cloud
Cloud On-premise
• Significant reduction of in-house development and maintenance of regulatory process releases capacity in business and IT
• Fast adoption of latest regulatory changes
• Transfer of operational tasks for monitoring and exception management of market communication to SAP
Market Process
Management
Market
Communication
Utilities
Business
Process
Market
Process
Master Data
Cloud Integration
Fulfillment of regulatory requirements and market communication in liberalized markets through a
standardized public cloud service
Market Participants
Provisioning and operation of market process and related market communication in the cloud, including
business operations outsourced to SAP
Generic process framework, containing market process templates delivered by SAP, ensuring seamless integration into
backend business processes
Complete operation of the communications through SAP, including updates of the regulatory format
and Energy Insights

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SAP offers an energy data platform providing information to
business user, customer and the market
Users of
Data
Build
Apps, Data
& Processes
Extend
Cloud &
On-Prem Apps
Integrate
Differentiating
Digital Apps
Business Agility
SAP Cloud Platform
Azure
Data Integration
Business Process
Integration
Sources of
Data
SAP Cloud for Energy
Master Data
Synchronization
SAP for Utilities
Import of time series data
(CIM-interface; market
communication)
Billing Determinant
Calculation and Integration
Validation, Estimation, Editing
(VEE) time series data
Energy
Analytics
SAP Market Communication Cloud
Market Process
Management
Market
Communication
Market Participants
and Energy Insights

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SAP Cloud4Utilities powered by SAP Analytics Cloud delivering
intelligent insights across the suite
SAP Marketing Cloud
Market with Intelligence
in the Moment
SAP Customer Data Cloud
Build Customer Trust and Loyalty
SAP Commerce Cloud
Personalized Shopping
Experience across Touchpoints
SAP Service Cloud
Effortless service
experiences with end-to-end
Interaction-to-Resolution
SAP Sales Cloud
Build Relationships and
guide Customers throughout
their journey
SAP S/4HANA for Utilities
Efficient Utilities Back-Office
with built-in Intelligence.
Powered by
SAP Analytics Cloud
SAP Cloud4Energy

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SAP offers a complete suite for finance & performance management
Machine Learning intelligence to boost process automation in Revenue Management and redirect forces on
strategic development
One single source of truth for revenue & finance management supporting business innovations from business
model design to digital payment and financial performance analysis in real-time
Supporting business growth through integrated business planning, forecasting and budgeting
• Reduction of losses through extensive financial insights in real-time
• Minimized effort and time for financial consolidation and closing
• Sustainably planning and budgeting new products and services
Gain real-time visibility into profitability of customers, assets and products and focus on business areas
where most value is generated
SAP CX Customer Experience SAP S4/HANA Cloud
Business
Model Design
Subscription
Order Capture
Subscription
Order Mgmt.
Subscription
Monetization
Consumption
Billing & Invoicing
Contract
Accounting
Finance
Digital Payments
Add-On

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Value Proposition for Utilities Experience Management
Customer & Product Experience
Marketing Commerce Agent Service Self-Services
Employee Experience
Unified User Experience
Brand Experience
Strengthen Utility Branding White-label Services for Partner
Increase revenue by identifying
untapped revenue opportunities through
context driven customer analysis & targeting
Reduced time-to-market
for new products through simplified
product definition + free commodity
& non-commodity bundles
Reduce service cost by
leveraging comprehensive
omnichannel self-service portfolio
Reduce service and support cost
through process automation with 24/7
service bots
Increased revenue from new
products/services by facilitating
business model innovation with a
strong ecosystem established on your
own Utilities marketplace
Reduce customer churn of
offering a consistent and personalized
buying experience
Reduced customer churn by
providing omnichannel services and
lowering issue resolution time
Increase cross-sell/up-sell by
leveraging automated service desk
processes enabled with 360° customer
view
Improve service agent
productivity by giving agents access
to all relevant customer processes and
data
Increased customer satisfaction
with proactive service notifications and
24/7 service availability
Faster service delivery
through seamless front- & back-office
integration incl. feedback loop
Increase effectiveness of marketing
promotions by leveraging Machine
Learning capabilities. Maximize the opening
rate of emails by using ‘Best Sending Time’
ML capability
Improved employee productivity with easy access to
business KPIs that cover holistic view of business processes
execution
Reduced manual effort with role-specific,
personalized and unified user experience
Reduce customer churn by enabling strong
customer relationship
Increase market share with highly efficient
and scalable E2E retail services offered to
incumbent utilities and new market entrants
Strengthen brand experience by offering
market leading products and services
Reduce marketing cost by
streamlining processes for designing and
executing digital marketing programs across
digital channels
Cost2Serve Revenue
Time2Market Cust. Satisfaction

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Value Proposition for Utilities Backoffice Operations
Efficient Utilities Backoffice
Metering Billing Revenue Management Order Fulfillment
Reduced manual clarification
and correction effort for bulk meter
reading plausibility through process
embedded machine learning.
Enabling business model
innovation through a flexible billing
model that supports energy rates of all
types as well as non-energy products
and services
Accelerated bill-to-cash
due to process embedded machine
learning in invoice validation and
payment allocation
Accelerated time-to-market due
to fast creation of new products and
related billing models
Reduced bills outstanding
through real-time analytics based on
operational billing data without latency
time
due to rightly skilled workforce
staffed from 3rd party service
provider / crowd sourcing
Maximized revenue and profits
through a holistic management of
partner and supplier
Achieving business growth and
diversification through business
networking and outsourcing.
Accelerated bill-to-cash due to
process embedded machine
learning for invoice validation and
payment allocation
Improved process efficiency
through real-time monitoring and
optimizing Order-to-Cash process
performance and sales analysis
Improved customer satisfaction
through fewer customer complaints
due to consolidated invoicing for all
consumed services
due to more efficient role-based
process management and
exception management for metering
specialist
Enabling business model
innovation due to more flexibility
in capturing of metered data and
calculation of billing determinants
Contributing to faster time-to-
market for new services and
products due to big data analytics of
customer consumption behavior
Improved cashflow by increasing
speed in resolving exceptions and
hence bill creation by leveraging
machine learning
Cost2Serve Revenue

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Value Proposition for the Business Technology Platform
Intelligent Process Automation Master Data Management
End-to-End Integration
End-to-End Process
Orchestration
Embedded Analytics
Improved decision making
through cross-application
business insights.
Reduced TCO due to
seamless application integration
via aligned APIs and domain
models.
Higher flexibility
and agility
through openness & extensibility
to integrate with 3rd party
application
Reduced effort to manage
master data via centralized
master data services
Higher customer
satisfaction
through accelerated resolution of
exceptions and customer
requests
through true real-time business
insights and insights to actions
without latency
Reducing manual
clarification and correction
processes due to process
embedded machine learning,
e.g. in metering, billing,
invoicing, agent service
Lower TCO due to higher
efficiency and reduced
process execution effort in
front- and back-office
Reduced cost-to-serve
due to reduced human
interaction and data
reconciliation in operational
processes
Higher customer satisfaction
due to E2E process performance
management and fast resolution
of process exceptions
Driving process quality
through real-time data
reconciliation between SAP and
Non-SAP systems
based on consolidated business
data from various sources
Reduced TCO due to a high
number of pre-configured ready-
to-use Utilities analytics reports
and KPI’s
Increased agent productivity
with process embedded KPI-
framework helping to prioritize
back-office tasks
Reduced cost-to-serve
based on digitized workflows and
automated business processes
across SAP and Non-SAP
applications
Cost2Serve Revenue

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Cloud for Utilities - High Level Target Architecture for Hybrid
SAP Cloud Platform – Integration and Extension Framework
Business
Process Management
Cloud Integration Energy Domain Model
SAP
MaCo Cloud
Regulatory Processes Management
SAP
Cloud for
Energy
Energy Analysis
SAP
Subscription
Billing
Non-commodity Billing
SAP
S/4HANA
any premise /
private cloud
Convergent Invoicing Revenue Management
Meter & Energy Data
Management
Commodity Billing Order Fulfillment
Sales
SAP
Customer
Experience
Marketing
Commerce
Service
Self-Services
2021
Available in
Q1

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SAP Cloud for Utilities – Hybrid
Product Road Map Overview – Key Innovations
Q4 2020 1
Recent Innovations 1 Q3 2020 1 Q1 2021 MVP Release*
Manage Existing Customers’
Subscriptions: Start & End of Supply,
Readings, Master Data Changes in MaCo
E2E billing incl statistical an partial bill
BB Plans through Convergent Invoicing
Financials Overview and Details,
Premise Overview in Customer Service
Financial Scoring, IS-U Objects
(Premise, Installation) in Marketing
Web sales and fulfillment of bundles
Product Change and Termination of
subscriptions, full contract life cycle
Status Management and fulfillment
process visibility
Commodity pricing in shopping cart
EU Tax compliance for customer credit
balance
Contract Details in Customer Service
Bundle product definition in
Commerce/TUA
Web sales and fulfillment of commodity
subscriptions – New Customers
Premise lookup in sales process
BP and Contract Account Replication in
Customer Service
Segmentation using Contract Account and
Utility Contract data, in Marketing
Mass process monitoring in Market
Communication (MaCo)
Integration with Subscription Billing:
Periodic Billing based on consumption
from Smart Meters or conventional meters
Integration to SEW: Integration of
customer notification preferences (beta),
Integration of consumption graph (beta)
BP Replication (new) MDM Service Cloud
Creation of non-commodity subscription
with Pay-per-Use
E2E Offer to Cash process for simple
measurements
Campaign automation for supply switch
and price change
E2E billing for B2C incl. out sorting and DE
and US budget billing through Convergent
Invoicing
Essential customer agent- and self- service
processes: master data changes, bill history
& correction, budget bill mgmt., meter reading,
payment hub
Innovative self services, e.g. smart home
integration, energy profiler, payment hub
E2E DPP and GDPR compliance
Advanced Bundle pricing and discounts
Simple services definition, sales and
fulfillment
Flexible fulfillment and orchestration rules
1 This is current state of planning and may be changed by SAP at any time without notice.
Product modeling for commodity
products with S/4Utilities
Commodity product integration between
Commerce/TUA and S/4HANA incl. price
changes
Customer service basic processes
searches and overviews by contract
account & POD
Commodity product definition in
Commerce/TUA
Web sales of (non-)commodity
subscriptions and physical products for
new customers
Fulfillment of physical products
Utility Contract data in Marketing

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INTERNAL
SAP Cloud for Utilities - Hybrid
Inbound Grid Usage Bill and Energy Balancing in
MaCo
US Budget Billing Plans via CI
Service management incl. quotation, order, FSM
Creditworthiness by 3rd parties
Non-customer centric market processes:
scheduling, grid usage and meter operation bills
Unbilled Revenue
Contract cancellation, renewal and transfer, contract
and bundle comparison in commerce/TUA
Contract lifecycle management in customer self and
agent service
Enhanced Metering Scenarios
Chatbots, landlord persona, mobile-only scenarios
in Customer Self Service
More Campaign automation: retention, renewal,
cross- and upsell, customer value scoring, financial
hardship in Marketing
Product recommendation
Competitive pricing
Integration with 3rd party market place
Customer surveys
Intelligent security deposit calculator
Revenue Recognition
Repair Order, FSM in service mgmt
Work Management and Integrated Maintenance and
Service Management, FSM
Central Product Catalog
3rd party sales and channel mgmt
Offer to Cash for SME and B2B
Increase Process Automation
H1 2021 H2 2021 > 2021

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Cloud for Utilities - High Level Target Architecture for Cloud Only
SAP
Customer
Experience
Marketing
Commerce
Service
Self-Services
SAP Cloud Platform – Integration and Extension Framework
Business
Process Management
Cloud Integration Energy Domain Model
SAP
S/4HANA
Cloud
Order Fulfillment
Convergent Invoicing
Revenue Management
Sales
SAP
MaCo Cloud
Regulatory Processes Management
SAP
Cloud for
Energy
Energy Analysis
Meter & Energy Data
Management
SAP
Subscription
Billing
Commodity Billing
2021
E2E AVAILABLE

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SAP Cloud for Utilities – Cloud
Q4 2020 1
Recent Innovations 1 Q3 2020 1 Q1 2021 MVP Release*
Web sales of (non-)commodity
subscriptions and physical products for
new customers
Fulfillment of non-commodity
subscriptions and physical products
Commodity subscriptions: elec & water
with month-end billing
Allowances and advance billing in SB
Month-end billing of elec & water in C4E
and SB
Disconnection/reconnection process
incl. Monitoring and Cash Security
Deposits in FI-CAC
Commodity product definition in
Commerce/TUA
Utility Contract data in Marketing
Validations and issue solving in C4E
Subscription details from SB in customer
service
Localizations: Austria & Australia in FI-CAC
Advanced Bundle pricing and discounts
Simple services definition, sales and
fulfillment
Flexible fulfillment and orchestration rules
Periodic billing of elec & water based on
usage record requests in C4E and SB
Bundle product definition in
Commerce/TUA
Web sales and fulfillment of commodity
subscriptions – New Customers
Premise lookup in sales process
BP and Contract Account Replication in
Customer Service
Mass process monitoring in Market
Communication (MaCo)
Enhanced APIs for Product Definition
and Bill Simulation (UPIL) - support for
time-slices and reuse of rate and register
fact groups
Sales Order creation for physical products
using 3rd party
Creation of non-commodity subscription
with recurring charges
Manage planned reading dates for non-
equidistant meter readings
Self readings, SLP management,
reading details display, versioning in
C4E
Loose coupling between C4E and SB for
simple scenarios (separate consumption
determination from billing)
Regional pricing for concession fees and
grid usage
Localizations: NorAm and DE in FI-CAC
Web sales and fulfillment of bundles
Product Change and Termination of
subscriptions, full contract life cycle
Status Management and fulfillment
process visibility
Commodity pricing in shopping cart
EU Tax compliance for customer credit
balance

41
INTERNAL
SAP Cloud for Utilities – Cloud
Unbilled revenue and Complex Revenue Recognition
Gas procedures
Localizations: Brazil, NL, Belgium, Sweden, S’pore in FI-
CAC
TOU, Bill Correction across C4E, SB and CI
Non-customer centric market processes
Product recommendation
Competitive pricing
Integration with 3rd party market place
Customer surveys
Intelligent security deposit calculator
Repair Order, FSM in service mgmt
Gas meter readings in C4E
Self Readings in C4E
Loose coupling between C4E and SB for simple
scenarios (separate consumption determination from
billing)
Periodic billing of elec & water based on usage record
requests in C4E and SB
Proration, estimation, forecast, simulation, TOU and
limits, budget billing, outsorting in C4E and SB
Unbilled revenue reporting with SB
Essential customer agent- and self- service processes
& financials overview and processes based on FI-CAC
in Customer Service
Localizations: UK in FI-CAC
Contract cancellation, renewal and transfer, contract
and bundle comparison in commerce/TUA
Contract lifecycle management in customer self and
agent service
Enhanced Metering Scenarios
Localizations: Italy, Denmark, France, Spain,
Argentina in FI-CAC
Central Product Catalog
3rd party sales and channel mgmt
Work Management and Integrated Maintenance and
Service Management, FSM
Offer to Cash for SME and B2B
Increase Process Automation
H1 2021 H2 2021 > 2021

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SAP Cloud for Utilities – with SAP S/4HANA Utilities Cloud
Solution Components
SAP Cloud for Market Communication
Intelligence & Analytics
SAP COMMERCE CLOUD
SAP MARKETING CLOUD SAP SELF-SERVICE
ACCELERATOR by SEW
SAP Subscription
Billing
SAP SERVICE CLOUD
SAP S/4HANA
Cloud Extended Edition
CONTEXTUAL INTELLIGENCE SELF-SERVICE MANAGEMENT
OMNICHANNEL COMMERCE HIGH TOUCH EXPERIENCE
CUSTOMER FOR LIFE
Dynamic Customer Profiling
Segmentation, Campaigns & Journeys
Commerce Marketing
Lead Management & Nurturing
Marketing Planning & Performance
Self Service
Product Content Management
Omnichannel commerce and Order
Management
Non-Energy Billing
Contract Management
Customer Service & Support
Payment and Bill Presentment
Experience + Operational Data Suite Intelligence & Analytics
Convergent Invoicing
Marketing Analytics
SAP Cloud Platform / EDOM / BPM
Contract Accounting
Revenue Management
Business & Master Data Services Order Management
Meter Reading Management
Contract Management
Energy Billing
Business Process Management for Deregulated Markets
Telco and Utilities Accelerator
Utilities Storefront
Bill Correction and Reversal
Sales Billing
Process Integration Process Monitoring Extension Framework Data Management
Subscription Billing
Energy Analysis
Market Messaging
2021
Available in
Q1

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Solution Components
S/4HANA
Cloud Essential Edition
Intelligence & Analytics
SAP COMMERCE CLOUD
SAP MARKETING CLOUD SAP SELF-SERVICE
ACCELERATOR by SEW
SAP Subscription
Billing
SAP SERVICE CLOUD
SAP Cloud Platform
CONTEXTUAL INTELLIGENCE SELF-SERVICE MANAGEMENT
OMNICHANNEL COMMERCE HIGH TOUCH EXPERIENCE
CUSTOMER FOR LIFE
Dynamic Customer Profiling
Segmentation, Campaigns & Journeys
Commerce Marketing
Lead Management & Nurturing
Marketing Planning & Performance
Self Service
Omnichannel commerce and Order
Management
Experience + Operational Data Suite Intelligence & Analytics
Marketing Analytics
Cloud for Energy
Meter Data Management Billing Determinants
Telco and Utilities Accelerator
Bill Correction and Reversal
Contract Management
Field Service Management
Process Integration Process Monitoring Extension Framework
Convergent Invoicing Contract Accounting
Revenue Management
Business & Master Data Services Order Management Contract Management
Data Management
Energy Billing
2021
E2E AVAILABLE
SAP Cloud for Market Communication
Business Process Management for Deregulated Markets Market Messaging
Sales Billing
Subscription Billing

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Designed with our Customers for our Customers – You can join the Co-
Innovation Initiative today!
Co-Innovation Work Streams our Customers are welcome to participate in:
Product Definition &
Marketing
Marketing
Selling
Selling Order Fulfillment
Order Fulfillment
Billing & Revenue
Management
Billing & Revenue
Management
Customer Service
Customer Service
Market
Communication
Market
Communication
Marketing
Selling Order Fulfillment
Billing & Revenue
Management
Customer Service
Market
Communication
1 2 3 4 5 6
Architecture & Integration
7
Some of our Co-Innovation Group Members:

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US
UK
PT
HK
BE
One
Major
UK
Utility DE
/
+ 4 major US Utilities
The
major
HK
Utility
Our global Cloud for Utilities Co-Innovation customers1 as of January 2020
1. Some companies are by policies not allowed to be published here – more information can be received in direct communications

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Together with our Co-Innovation customers, we work on
common goals to drive the next generation market standard
Business Goals of the SAP Cloud for Utilities Program
§ Simplify Pricing for Subscription
§ Simplify Offering for Transition Services
§ Minimize Business Disruption to Ease Stepwise Transitions
§ Cloud Operation Services (SLA on end2end)
§ Reduce Cost to Serve
§ Reduce Cost of Change
§ Reduce Change Management Effort
What How
Enabler Tools to be discussed with Co-Innovation Group
§ Define seamless pricing model
§ Define seamless transition model
§ Build modular business transformation services
§ Define operations SLA-packages tailored to customer need
§ Define and automate best practice processes
§ Define customer extension methods
§ Provide Learning Platform

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What’s the value of co-innovation for you as a customer?
Ÿ Active participation in scope definition
Ÿ Influence the new market standard for utilities
Ÿ Speed-up time to market through early adoption
Ÿ Share experience with industry peers and potential collaboration
partners
Ÿ Direct access to development resources and development support
during go-live
Ÿ Leverage hybrid landscape models to catalyze transformation
Ÿ Capitalize of new technologies and the relevance to the industry (i.e.
ML, AI, Blockchain, ...)
Ÿ Prepare your transformation and build internal multipliers for the
change management process and being able to scale fast

SAP Cloud4Utilities
Solution Details

SAP Cloud4Utilities
Product Definition & Marketing
Customer Experience
Customer
Request
Search
Products
Sign
Order
Market
Analysis
Product
Definition
Launch &
Marketing
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Consumption &
EDM
Billing
& Invoicing
Payment
Handling
Management
Selling
Product Definition
& Marketing

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Disruption is fundamentally changing the Customer Relationship.
The Prosumer journey focuses on consuming, generating, storing, and
trading energy and services.
Single faceted
Relationships:
Traditional
Multi-faceted
Relationships:
Prosumer Centric
Utility delivers commodity Utility measures
consumption
Utility bills the customer Utility responds to
customer requests
Customer closes contract
for Point of Delivery
Consumes, generates
and stores energy
Desires a smart home to
increase comfort and
reduce risks
Trades energy via distributed
ledger (Blockchain)
Relies on e-Mobility for
sustainable transportation needs
Requires automation
to aid decision-making
and optimize behavior

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“Today customers
buy experiences
from energy
suppliers”.
Source: IDC Energy Insights White Paper, 2017
Disruption is changing Customer Expectations

52
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Customer Experience Mandate
New Products and
Services
Blockchain Digital
transformation
Fast time to market
for Electric Vehicles
Promote Energy
Independence
Disruption is changing the Business Model
to serve the Digital Prosumer
Rethink entire business from
Prosumer’s perspective

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The Age of Utilities as Intelligent Solution Providers
Move to “as a service”
and Subscription Model
Acting as a Trusted
Advisor and Partner
Upselling
Cross Selling
Prosumer self service
covering all
subscribed products
Customer Experience
as a differentiator
Intelligent recommender
Manage broad set of
offerings using marketplaces
Offer turn-key solutions
rather than complex options
Utility Company
as a Consumer Brand
Packages of commodity-
and non-commodity services,
equipment and
connected devices

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The New Energy Consumer Handbook,
page 9
Business challenges
§Evolving utility service model
§Bundling of commodity and non-
commodity products
§Growing competition from other players
§Regulatory pressure
§Dynamic customer preferences
Increasing competition
for energy-related products and services

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Product
Manager
creates Product(s)
in an excel spread
sheet or some
document
Product
Manager/
IT Expert
Sets up Product(s)
in sales system
(CRM, online portal
etc.)
Billing
Expert
Sets up the Billing
and Invoicing to
make the products
billable
Integration
Expert
Sets up integration
between sales
systems and the
billing system
Product becomes
available for sale
No Central Product
Management
Dependency on IT
Cumbersome
Integration
Idea to Market Time – 2 weeks to 3 Months
Several Challenges
slow down the time-to-market

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Faster
time-to-market
is key to staying
competitive

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Faster time-to-market
for new products and
services
Equip Product Managers with an
intuitive, business-user-friendly tool to
quickly define new products, service and
bundles without dependency on IT
Faster time-to-market
for new products and
bundles
Seamless integration
with billing & sales
systems
Central Product
Management – No
Dependency on IT
Integration with
Marketplaces
Product Definition
Vision
Competitive Market
and Product
Performance Analysis

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Product Definition
Defining & Bundling of Commodity & and Non-Commodity Products
COMMODITY PHYSICAL
SUBSCRIPTION
SERVICE

59
PUBLIC
5 years in a row, Gartner Magic
Quadrant Market Leader
Take care of your customers’ orders
across all channels with one system.
SAP Commerce Cloud
Built-in agility layer
Feature-rich
commerce platform
Industry-flavor
Commerce
B2C, B2B, or B2B2C
Pre-built integrations

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Minimize risk with a proven commerce
platform specifically designed to offer
ways for a quick Go-to Market with new
products and services (commodity and
non-commodity) and deliver an omni-
channel customer experience that
streamlines the purchasing process.
Start to offer, or come up with, new and
innovative ways for your customers to
shop and purchase bundled product and
service offerings they want - driving
higher customer lifetime value and
customer advocacy.
Simplify and streamline operations with
a modern and proven data model with
full backoffice administration and
support. Lower customer service costs
with unified customer view, strong
personalization and predictive
capabilities.
Empowering Utilities with
essential tools and processes to
deliver an exceptional and
simplified omnichannel
customer experience for their
customers
SAP COMMERCE CLOUD FOR UTILITIES
Business View and Benefits

61
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SAP COMMERCE CLOUD TELCO AND UTILITIES ACCELERATOR

62
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Commodity Billing and Order Fulfillment
SAP S/4HANA Utilities IS-U (C4U Hybrid)
SAP Subscription Billing (C4U Cloud-Only)
SAP S/4HANA Cloud
Non-Commodity Billing and Order Fulfillment
SAP S/4HANA Cloud
SAP Subscription Billing
Commodity and non-
commodity Product
Integration APIs
SAP Cloud Platform
Commodity and non-
commodity Order
Integration APIs
Product Definition
High-Level Architecture
SAP Commerce Cloud (Telco and Utilities Accelerator)
Product Content Management Utilities Storefront

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Commodity Product Definition and Fulfillment (C4U Hybrid)
SAP S/4HANA Utilities
Utilities Product Integration Layer (UPIL)
Billing
Configuration
IS-U Contracts
Technical
Master Data
Bill Simulation
Product Integration
Utilities Product
S/4 Product
SAP Cloud Platform Integration
SAP Multichannel Foundation for Utilities (MCF)
Utilities Sales Contract
Customer Management
OR

64
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More Information
SAP API Business Hub
SAP Innovation Discovery
SAP S/4HANA Utilities 1909
Product Assistance

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Product Definition roadmap is part of overall SAP and industry roadmaps
Current roadmaps are available at sap.com
https://www.sap.com/products/roadmaps/finder-all.html
https://www.sap.com/products/roadmaps/finder-industries.html
Roadmap

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Product
Marketing

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Consumers are extremely critical of a key
aspect of the customer experience –
Personalization
IDC Study:
CUSTOMER EXPERIENCE

68
PUBLIC
2.8 billion personalized
interactions
Trusted source of business
Deep Marketing
Insights
Optimized Marketing
Orchestration
Best-Run Customer
Experience
Perfect Customer
Profile

69
PUBLIC
Deliver personalized offers, pricing, education
based on individual consumption and generation
patterns, installed equipment and devices with
SAP MARKETING CLOUD
THE TOOL FOR
LISTENING AND AUTOMATED
ENGAGEMENT WITH THE
CUSTOMER
CONTINOUSLY BUILDS
CUSTOMER PROFILES FOR
MARKETING

70
CONFIDENTIAL
Marketing
Vision
Deliver personalized
offers, pricing,
education based on
individual
consumption and
generation patterns,
installed equipment
and devices with
SAP MARKETING
CLOUD

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Integrated Platform supporting the end-to-end Marketing process…
Merge, match &
enrich
Events &
interactions
Campaign execution
in all channels
Plan, measure & optimize
Contexts, interests &
predictions, powered
by machine learning
Personalized
targeting &
orchestration
Capturing responses
Loyalty data
Market data & events
Sales & service data
Financial data
Premise, Contract,
Usage/Generation(*)
Social media,
mobile, IoT
Mobile &
social channel
Digital channel
Personalized
commerce
Interaction center
Lead, opportunity
E-mail, sms
(*) planned enhancements for Utilities

72
PUBLIC
…through preconfigured Marketing scenarios
*These scenarios requires an additional license
Consumer and Customer
Profiling
Segments, Campaigns,
and Journeys
Commerce Marketing
Marketing Analytics Marketing Planning
and Performance
Lead Management
and Nurturing
Loyalty Marketing* Customer Attribution*
SAP and other
1st Party Applications 3rd Party Applications
(for data & execution)
Commerce
ERP – S/4HANA
Sales
Service
Social providers
Mobile providers
Ad Providers
Data going
in & out
Data going
in & out

73
CONFIDENTIAL
SAP S/4HANA
Utilities
SAP Cloud Platform
SAP Marketing for Utilities Integration Package
SAP Marketing Cloud
SAP
Commerce
Cloud
SAP
Service
Cloud
SAP
Sales
Cloud
§ Utilities-industry-specific segmentation
§ Customer 360° Profile with utilities-specific
attributes
§ Predictive analytics and scores (e.g. churn
propensity)
§ Trigger-based communication
Utilities-Specific Integrations with
SAP Marketing Cloud
SAP
Subscript
ion Billing
SAP
S/HANA
Cloud
SAP
Cloud for
Energy

74
PUBLIC
Utilities Specific Segmentation
SAP Marketing Cloud

75
CONFIDENTIAL
Utilities Specific Segmentation
SAP Marketing Cloud

76
CONFIDENTIAL
Not in current C4U
focus
Inherited from cross-
industry
Commerce
Management
B2B
Commerce
Bundling,
Configuration
& Subscription
Mgmt.
Commerce
Integration &
Extensibility
Commerce
Platform
Operations
Headless
Commerce
APIs
Omnichannel
Content
Management
Pricing &
Promotions
Search &
Navigation
Contextual
Personaliz
ation
Context-Driven
Customer
Recovery
Context-Driven
Foundation
Context-Driven
Merchandizing
Context-Driven
Segmentation
Product
Content &
Data
Management
Data
Aggregation
and Validation
Localization
and
Internationaliz
ation
Media
Management
Product
Content and
Catalog
Management
Product Data
Transformation
and
Syndication
Product
Reporting and
Analytics
Workflow and
Collaboration
Commerce
Marketing
Marketing
Recommendati
ons
Remarketing
Lead and
Account-
Based
Marketing
Account-
Based
Marketing
Marketing
Lead
Management
Marketing
Planning &
Performance
Digital Asset
Management
Marketing
Collaboration
Marketing
Planning and
Budgeting
Segments,
Campaigns
& Journeys
Audience
Targeting and
Segmentation
Campaign
Management
and
Optimization
Cross-Channel
Engagement
Social
Campaigns
and
Engagement
Real-time
Audience
Profiling
Marketing
Profile
Real-Time
Predictions
and Scoring
Marketing
Analytics
Insights and
Performance
Management
Sentiment and
Interest
Analysis
Customer
Data
Management
Customer
Identity
Management
for B2B
Customer
Identity
Management
for B2C
Customer
Profile
Management
Enterprise
Preference
and Consent
Management
Product Definition and Marketing for Utilities
Cross-industry +
Industry specific
enhancements
Business Capability View

77
PUBLIC
SAP Cloud for Utilities – Product Definition
Product Road Map – Key Innovations
Q4 / 2020 1
Recent Innovations 1 Q3 / 2020 1 Q1 / 2021 1
SAP S/4HANA 1909 FPS2
Commodity Product Definition
• Utilities Product Device Measurement
Capability
• Configurable Product Attributes
• Capture Product Configuration as part of
commodity order capture
• Product Transport
Commodity Product Definition in SAP
Commerce Cloud TUA
Commodity Product Integration of SAP
Commerce TUA & SAP S/4HANA Utilities
• Integration Content on SAP API Business
Hub
Enhanced APIs for Product Definition
and Bill Simulation (UPIL) Commodity
Product Definition
• Support for Time Slices
• Reuse existing rate category (new Rate
Fact Group)
• Reuse existing rate category (new
Register Fact Group)
OData APIs
• Change Product Process (in Customer
Management)
Product Import Interfaces for Non-
Commodity Products
• Inbound replication of Physical Products
and Service Products from SAP
S/4HANA Cloud
• Inbound Replication of Subscription
products with SAP Subscription Billing
Simple Bundling of Commodity & Non-
Commodity
• Bundling of Imported Physical, Service
and Subscription products with
commodity (Simple bundling without
complex logic)
Integration with Marketing
• Utilities sales contract
• ISU Objects - Installation, Premise,
Contract, Contract Account, Other
Enhanced Bundling with simple rules
and discounts
Composite Pricing
Definition of Subscription Terms &
conditions for commodity products
Ÿ contract term, extension, cool-off,
notice, price guarantee
Enhanced MCF Sales Contract API
Ÿ capture additional commodity order
attributes (as key-value pairs)
BP MDM integration of Marketing
Definition of Commodity Contract Terms
Advanced Bundling with Complex Rules
and Discounts
UPIL support for FI-CA postings (e.g. for
Joining Bonus).
UPIL API for IS-U Price
Replication/Upload into TUA
Enhanced MCF Sales Contract API to
capture additional commodity order
attributes (as key-value pairs) – S/4
Ÿ S/4 - Definition of Subscription Terms &
(contract term, extension, cool-off, notice,
price guarantee).
Commodity Contract Period Regime
Ÿ Definition of Subscription Terms &
(contract term, notice, price guarantee
period).
Multi-division product classification
concept (model company)
Sales of bundle product
Ÿ Multi-division bundling

78
INTERNAL
SAP Cloud for Utilities – Product Definition
H1 2021 H2 2021 > 2021
Sales of bundle product
• Advanced Bundling of Commodity & Non-Commodity
Products (with discounts/price alterations & complex
compatibility rules).
• Distribution of Products and Bundles to Sales
Channels beyond Online, i.e. Call Center (C4C) and
Self-Service (SEW).
Definition of Subscription Products, Physical
Products and Service Products in TUA PCM and
export to respective fulfillment/billing systems i.e. SB
and S/4HANA
Import of Simple Service Products from S/4HANA into
TUA
Enhanced Bundling of Commodity & Non-Commodity
Products (with compatibility rules and policies)
Definition of discounts on commodity products (e.g.
discount on usage/kWh charges or recurring
charges).
Definition of Product-Meter Compatibility for
Commodity Products
Integration with Market Places, e,g. Verivox, uSwitch.
Commodity Contract Period Regime part II
• Definition of Subscription Terms & conditions for
commodity products (extension, cool-off, notice, price
guarantee by end date).

79
PUBLIC
SAP Cloud for Utilities – Marketing
Q4 / 2020 1
Recent Innovations1 Q3 / 2020 1 Q1 / 2020 1
Integration with
§ Commodity Product
§ Sales Contract (CM)
§ Installation Facts
§ Etc.
Customer Profiling and Segmentation
– Capture device and appliance data
§ Deliver new “Appliance/Device”
Business Object in Marketing to cater
to service industry needs
§ BO to model devices such as a
electric meter, EV charging station,
Solar/Batter (Utilities) or
modem/smartphone (Telco)
KPI’s & Scores
§ Supplier Switch Propensity
§ Consumption Classification
§ Peer Group consumption
classification
Customer Profiling and Segmentation
using Contract Account and Utility
Contract data
§ Deliver new segmentation content for
service industry (utilities, telco,
insurance)
Campaign Automation
§ Change of Supplier Scenario
§ Commodity Product Price Change
Scenario
KPI’s & Scores
§ Financial hardship
(bill payment) identification
§ Customer Value/Profitability Score
Integration with C4U Cloud Components
e.g. Subscription Billing
§ Integration with Business Partner from S4
HANA Cloud
§ Integration with Contract Account from S4
HANA FICA Cloud
§ Integration of Contract with Subscription
Billing
§ Integration of Technical Objects like
Premise, Connection Object etc. with
Cloud For Energy
Commerce Cloud for Utilities Integration
§ Integration into S/4 HANA Utilities via
UPIL for ISU Contract Integration
Cloud only Scenario for integration with
Billing/Contract Management
Callidus Support
Campaign and journey orchestration:
Personalize e-mails with utilities-
specific data
§ Enablement of the Content Studio 1:N
framework for Marketing Agreements
Integration with
S/4HANA 2009 SP0
§ More attributes from Utilities data
model
Financial Health Score

80
INTERNAL
SAP Cloud for Utilities – Marketing
H1 2021 H2 2021 > 2021
Campaign Automation
• Utilities Contract term expiry approaching scenario
• Bill shock scenario
Intelligent product creation:
• Recommendations for new product creation based on
existing product performance compared to
competitor products
• Outcome based product creation
Realtime monitoring and analysis of product/bundle
market performance
Integration with C4U Cloud Components e.g. Subscription Billing
• Integration with Business Partner from S4 HANA Cloud
• Integration with Contract Account from S4 HANA FICA Cloud
• Integration of Contract with Subscription Billing
• Integration of Technical Objects like Premise, Connection Object etc. with Cloud For Energy
Integration with Other Systems:
• Marketplaces, e.g. Verivox (price comparison with competitors)
• Qualtrix (customer surveys)
Customer Data Cloud Integration
• Customer Communication Preference Management
Predictive/Next Best Action
• Intelligent Product recommendations for scenarios:
win-back, cross/up sell, price change

81
CONFIDENTIAL
Product Integrations
Inbound and Outbound Replication into and from TUA PCM
SAP Commerce Cloud
Telco & Utilities
Accelerator
SAP Subscription
Billing
Commodity Products
Subscription Products
SAP S/4HANA Cloud
Physical Products
Service Products

82
PUBLIC
• Commerce Mktg: Product Recommendation – Demo Store – April 1st 2020
• Commerce Mktg - Product Offers – Demo Store
• Commerce Mktg: Retargeting – Demo Store
• Utilities E2E - Save in the Sun - Utilities Sunroof Program – Demo Store
• Marketing Campaign – Sharepoint
• Product Definition UPIL - Sharepoint
Available Demos
Product Definition and Marketing

83
PUBLIC
• Marketing
• FirstEnergy Services Company
• Mercury NZ Limited
• Electricity Supply Board
• MVV enamic GmbH
• Product Definition
• MVV enamic GmbH
Customer References
Product Definition and Marketing

SAP Cloud4Utilities
Selling
Customer Experience
Customer
Request
Search
Products
Sign
Order
Market
Analysis
Product
Definition
Launch &
Marketing
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Consumption &
EDM
Billing
& Invoicing
Payment
Handling
Management
Selling
Product Definition
& Marketing

85
PUBLIC
Take care of your customers’ orders
across all channels with one system.
SAP Commerce Cloud
5 years in a row, Gartner Magic Quadrant Market
Leader
Built-in agility layer
Feature-rich
commerce platform
Industry-flavor
Commerce
B2C, B2B, or B2B2C
Pre-built integrations

86
PUBLIC
Attract and retain loyal customers by way of bonuses, promotions,
attractive packaging with

87
PUBLIC
Minimize risk with a proven commerce
platform specifically designed to offer
ways for a quick Go-to Market with new
products and services (commodity and
non-commodity) and deliver an omni-
channel customer experience that
streamlines the purchasing process.
Start to offer, or come up with, new and
innovative ways for your customers to
shop and purchase bundled product and
service offerings they want - driving
higher customer lifetime value and
customer advocacy.
Simplify and streamline operations with
a modern and proven data model with
full backoffice administration and
support. Lower customer service costs
with unified customer view, strong
personalization and predictive
capabilities.
Empowering Utilities with
essential tools and processes to
deliver an exceptional and
simplified omnichannel
customer experience for their
customers
Business View and Benefits

88
PUBLIC
SAP COMMERCE CLOUD
• Device
Compatibility
• Easier to manage
and maintain
• Cost Effective
• Improved user
experience
• Single URL
enhances Search
engine optimization
(SEO)

89
PUBLIC
SAP Commerce Cloud - Telco and Utilities Accelerator
Your Path to Digital Business
• Maximize productivity, agility and flexibility for
quick time-to-market
• Realize higher Average revenue per user (ARPU),
greater customer satisfaction and increased
customer lifetime value
• Lower TCO with an open, flexible and extensible
architecture
• Single system for managing complex product
offerings, web content, commerce operations and
channels
• Reduce administrative effort and operational costs
• Lower customer support costs

90
PUBLIC
Benefitting from Service Industries
Standardized Data Model Supports service provider
selling processes (tariff
change, retention,
acquisition…)
Full cross-channel backoffice
administration and support
The SAP Commerce Telco and Utilities Accelerator
BOOSTS the commerce platform to make Service
Providers run best.

91
CONFIDENTIAL
Telco and Utilities Accelerator | Key Capabilities
Deliver great experiences
• Consistently provide flexible, contextual,
personalized shopping experiences across any
channel and on any device.
• Gain insight into your customers buying
behavior
• Deliver a more enjoyable customer experience
through a guided selling journey
Adopt global standards
• Compliance with TM Forum standards allows
the commercial product catalog to be
mastered across all channels and across
systems (OSS/BSS).
• The Customer Inventory data model enables
customer retention process flows and eligibility
Empower your customers
§ Full account visibility and maintenance with
feature-rich, self-care capabilities
§ Full control over their customer journeys
§ With consent management, customers have
full control over their personal data, storage
and usage
Provide exceptional service
• With the Assisted Service Module, customer
support agents can provide real-time sales and
service support with a 360⁰ view of customers
and service ticket integration.
Optimize process flows
• Support of acquisition and retention flows
• Enhanced shopping cart and checkout
Simplify your front office
• Create, maintain and support rapidly
changing complex product offerings,
bundles, pricing, price overrides, content,
rules and promotions with backoffice
administrative tools.

92
PUBLIC
Product Offerings
• Simple Product Offerings (SPO)
• Bundled Product Offerings (BPO)
• Full backoffice support
Product Specifications
• Product Specifications
• Product Characteristics
• Customer Facing Service Specs
• Resource Facing Service Specs
Pricing
• Flexible price row structure
• Process Based Pricing
• BPO Price Overrides
• Full backoffice support for
pricing maintenance
Telco and Utilities Accelerator | Key Features
Customer Product Inventory
• Subscribed Product Offerings
• Account Hierarchy
• Billing Arrangements
• Average Usage
Compatibility
• Cardinality, Dependencies &
Auto Pick
• Supports complex conditions
• Based on: Product Offerings,
Product Offering Groups,
Product Specification
Characteristic Values
Process Flows
• Acquisition
• Retention
• Tariff Change
• Prepaid to Postpaid
TM Forum API’s
TMA features exposed as REST
API’s complaint with TM Forum
Open API standards
• Product Offering
• Product Inventory
• Self-Care
Eligibility
• Customer-centric content and
pricing
• Leverages Customer Product
Inventory
• Personalizes storefront behavior

93
PUBLIC
Product Offering Variants
• Ability to offer variations of a
product offering with
• Color and Storage Size
• Supports multiple configurations
and pricing
Full support for commodity and
non-commodity product offerings
with complex pricing, bundles,
configurable guided selling and
self-care
SmartEdit Support
• Visual editing - Web Content
Management Tool
• Designed for non-IT users
• Easy to use & efficient
• Personalization Capabilities
Telco and Utilities Accelerator | Self-Care and Customer Support
Media Storefront
Full support for digital product
offerings with complex pricing,
bundles, configurable guided
selling and self-care
Consent Management
• Capture explicit user consent
• Customer control over personal
data
• Right to be forgotten
Assisted Service Mode
• Seamless out of box integration
• 360⁰ view of customers
• Support Tickets
• Order placement on behalf of
customers
Self-Care
• Display CPI
• Display Average Usage
• Cross-Selling / Up-Selling
• NBA / NBO
Configurable Guided Selling
• Product Offering Groups
• Storefront Updates
• Preconfigured Bundles

94
CONFIDENTIAL
Commerce
Management
B2B Commerce
Cart and
Checkout
Commerce
Chatbots
Commerce
Integration &
Extensibility
Commerce
Platform
Operations
Commerce
Storefront
Customer Order
Sourcing
Headless
Commerce APIs
Omnichannel
Content
Management
Search &
Navigation
Contextual
Personalization
Context-Driven
Customer
Recovery
Context-Driven
Foundation
Context-Driven
Merchandizing
Context-Drive
Segmentation
Customer Data
Management
Customer Identity
Management for B2B
Customer Identity
Management for B2C
Customer Profile
Management
Enterprise Preference
and Consent
Management
Partner Channel
Sales
Channel Analytics
Channel Sales
Partner Channel
Management
Partner Order
Management
Quote, Order &
Contract
Management
Commodity Sales
Customer Master
Data Governance
Order Capture
Quotation
Management for
Energy and Water
Sales Master
Data
Management
Sales Quotation
Management
Sales Force
Support
Account and
Contact
Management
Activity
Management and
Visit Planning
Mobile Sales
Opportunity and
Pipeline
Management
Productivity and
Personalization
Retail Execution
Sales Analytics
Sales
Collaboration
Sales Lead
Management
Incentive and
Commission
Management
Sales Lead
Management
Not in current C4U
focus
industry
Selling
Cross-industry +
Industry specific
enhancements

95
PUBLIC
SAP Cloud for Utilities – Selling
Q4 / 2020 1
Q1 / 2020 1 Q3 / 2020 1 Q1 / 2021 1
Simple web sales process
• For integrated utilities: Validation of
premise and utilities installation data
(continued)
• Display sales process exceptions to
business users
• Search & filter products based on
consumption, smart meter (y/n),
new/returning customer etc.
• Dynamic Price Determination based on
Grid Charges
Web sales of different product types
• Commodity (energy) products: electricity,
gas, …
• Subscription services
• Simple physical products
Simple web sales process (guided
procedure)
Ÿ For integrated utilities: Validation of
premise and utilities installation data
Ÿ …
Interface to customer contract
management (commodity contracts)
§ Trigger move-in process / preparation for
rating
§ Very basic status management
§ Display contract details
Integration with C4E
• Meter lookup based on premise address
• Identification and matching of customer
data
• Customer onboarding: returning customer
shopping experience
• Get total price for the whole shopping cart
• View details of product bundles
• Select product bundles & add to shopping
cart (Enable sales of Product bundles
combining any or all of the product types)
• Display contract details (continued)
• Different contract terms’ determination
during sales process
• Trigger product change and termination of
subscriptions
• Simple status management (including status
changes’ communication)
• Sell products depending on regions
• Region lookup during signup process
• Bundle comparison
• Discounts on bundles
Sell very simple service products (no FSM)
Simple call center sales process
• Enable first version of simple sales process
for use in call center (end customer calls in
and agent sells products to him/her)
Integration with MaCo Cloud
Customer contract management (commodity
contracts for liberalized utilities) supporting
supply switch and Annex processes)
Integration with S/4 HANA on premise
Region lookup during signup process
Ÿ Mandatory because Utilities Sales Contract
requires it

96
INTERNAL
SAP Cloud for Utilities - Selling
§ For liberalised utilities: enable validation and management of premise and utilities
installation data (call external API towards central hub like in NZ/NL)
§ Cross-selling and up-selling products
§ Offer products from third parties
Sell simple service products (including FSM)
Interface to customer contract management
§ Trigger cancel, move, renewal, …
B2C Selling
§ Product serviceability: propose products based on measurement capabilities at
customer’s premise (e.g. meter type…) - for integrated utilities or liberalized markets
with central data hub
§ Intelligent product recommendation for simple sales process
§ Churn risk calculator integration with intelligent product recommendation
§ Intelligent security deposit calculator integration with simple sales process
§ Automated sales exception handling
§ Integration with 3rd party market place
H1 2021 H2 2021

97
CONFIDENTIAL
Products and Integrations – Selling starts the Offer to Cash process

98
PUBLIC
• Commerce System
• Assisting a customer in the ordering process – Video
• New Cloud Portal Overview – Video – June 1st 2018
• Simplifying Administration with Self-service Cloud Portal – Video
• Campaign to Cash with CPQ – Demo Store
• Campaign to Cash with Ticketing – Demo Store – September 10th 2019
• Telco and Utilities Accelerator – Sharepoint – November 26th 2018
Available Demos
Selling

99
PUBLIC
• Mercury NZ Limited
• Aksa (Kazanci Holding A.S.)
• REWAG Regensburger Energie- u.
• TMVW
• Jemena Limited
Customer References
Selling

SAP Cloud4Utilities
Order Fulfillment
Customer Experience
Customer
Request
Search
Products
Sign
Order
Market
Analysis
Product
Definition
Launch &
Marketing
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Consumption &
EDM
Billing
& Invoicing
Payment
Handling
Management
Selling
Product Definition
& Marketing

101
PUBLIC
Order Orchestration
Physical products: Sales order created in
S/4HANA Cloud – Sales
Commodity service: Commodity contracts created
in S/4HANA on Premise (hybrid option)
or in SAP Subscription Billing (public option)
Services provided by technicians: Installation
service order and service contract created in
S/4HANA Cloud - Service
Subscriptions, Digital Products and Pay-per-
use Services: Subscription contract created in
The customer places an order in the web shop. The order includes the physical products, and
services like commodity services, installations services or pay per use services. Captured
centrally the order gets dispatched to the execution systems.
Order
Items
10 Boiler
20 Thermostat
40 Boiler Installation Service
60 Smart Home App Subscription
1 PC
1 PC
2 HOURS
2 USER, monthly fee
$580
$100
$120
$5
Execution systems:
50 Maintenance Service monthly Fee $10
30 Energy Contract KWH 30ct

Order Fulfillment of Physical Products –
SAP S/4HANA Cloud - Sales

103
PUBLIC
On any Device, use
role based cockpits
with digital assistant
Embedded analytics for
simulation, prediction &
insight-to-action
Machine learning for
automated processing &
decision support
SAP S/4HANA Cloud - Sales
…will run your order fulfilment business for physical products different than before
It offers you to analyze and resolve order issues in Sales Order Fulfillment, combined with Track Sales Order for maximizing “no-touch”
order rate. Fast access to all daily tasks via My Sales Overview page
Predictive Delivery Delay

104
PUBLIC
Sales ManagementOverview Sales Order Fulfillment
Delivery Performance
It offers you to analyze and resolve order issues in Sales Order Fulfillment, combined with Track Sales Order for maximizing “no-touch”
order rate. Fast access to all daily tasks via My Sales Overview page
Sales Order Management and Processing
Exception-based sales order handling

105
PUBLIC
Sales Processing using 3rd Party with Shipping Notification BD3
*Additional license - **Additional installation and license
Sales Order Fulfillment Issue
– Analyze and Resolve Issues
Receive
Supplier
Invoice (EDI)
Bill
Customer
Send Purchase
Order to Supplier
(Option: EDI)
Automatically Create
Purchase Requisition and
Convert to Purchase
Order
Receive Order Confirmation of
Supplier (EDI) and Update Order
Send Order Confirmation to
Customer
Create third-party
Sales Order
Order fulfillment using 3rd Party to ship products to the customer
Business Benefits:
• Fulfill customer requirements while reducing stock and cost
• Transfer customer requirements directly to external suppliers
• Increasing efficiency by integration of sales and purchasing process
• Data exchange with suppliers using EDI or via the Ariba Network are
options for process automation
• Utilities has full control over process and customer relations and sends
invoice to customer based on quantities from supplier.
This ready-to-run business processes enables you to
forward orders to third-party vendors who ship the goods
directly to customers and then bill you directly. The standard
sales order automatically creates a purchase requisition.
Once vendors have sent a shipping notification, a statistical
goods receipt can be posted. Once this has taken place,
invoices to the customer can be created.
Receive Shipping Notification of
Supplier (EDI)
Send Shipping Notification to
Customer
Post Statistical
Goods Receipt
EDI Option: Integration of Procurement with External Suppliers 2EJ
Sales Overview Track Sales Order
Option: Automation of Source-to-Pay with Ariba Network (42K)

106
PUBLIC
Sell from Stock BD9
Sales Management Overview
Sales Order Fulfillment Issue
– Analyze and Resolve Issues
Billing
Optional: Proof
of Delivery
Picking
Create Delivery Goods Issue
Optional: Check Batch,
Splitting outbound
Delivery, Freight Cost
Create Sales
Order
Order Fulfillment by delivering products from own stock
Business Benefits:
• Highly automated process to deliver products from stock
• Fulfill customer requirements efficiently
• Determine shipping point automatically
This ready-to-run business process describes the entire process
sequence for a standard sales process (Sale-from-Stock) with a
customer. The business process encompasses all the steps to
deliver what has been ordered.
Track Sales Order

Order Fulfillment of Subscriptions and
Pay-per-Use Services –

109
PUBLIC
Order Fulfillment of Subscriptions and Pay-per-Use Services
Selling
Usage Data
Consumers
Subscription
Capture
Subscription
Management
Business Model
Design
Subscription
Monetization
Billing and Revenue
Management

110
PUBLIC
Basic Subscription Business
§ Basic rate plans
§ no rate plan templates required
§ mainly recurring charges
Pay-per-Use Scenario
§ Rate Plans with multiple metric-based price elements
§ More sophisticated rate plans (e.g. volume pricing)
§ Requires definition of metrics and usage based rate plan elements
§ Requires technical resource ID management
§ May require order orchestration for technical resource ID
§ Requires usage data collection
Digital License Business
§ Requires definition of subscription parameters
§ Use of rate plan and subscription snapshots
§ Complex rate plans (advanced proration, custom amounts, percentage rates)
Typical Use Cases and Examples for Services
• yearly fee for a Smart Home App
• monthly fee for a Fitness Center Membership
Card
• e-charging card for e-car with one time fee
for each charging activity and fee per KWH of
charged electricity
• using an e-scooter and pay per minute
• Mobility Card for Public Transport and pay
per km/mile of linear distance between start
and target
Examples
• Software License

111
PUBLIC
Pricing Models Supported
• One-time fees
• Recurring fees
• Usage fees
• Block pricing
• Volume pricing
• Tiered pricing
• Percentages
• Overage fees
• Free periods / amounts
• Proration
Subscription
Example:
Product: Print on Demand
Rate Plan: ABC
Pricing Parameters:
• Installation Fee : 100€
• Monthly Fee : 50€
• Price Per Block Col : 2€
• Price Per Block BW: 1€

112
PUBLIC
Feature
Description
§ "Bills
Overview" for
last 12 months'
bill amount for
default market.
§ "New
Subscriptions"
created in last
14 days.
§ "Expiring
Subscriptions"
in coming 14
days
Home Page – Overview Data of the Subscription-Based Business

Order Fulfillment:
Service Fulfillment

115
PUBLIC
Why Run SAP S/4HANA Service
Business models are changing. Organizations strive to transform their business away from product-centric towards
outcome-centric. Companies in product-centric and asset-intensive industries are at risk of missing opportunities.
SAP S/4HANA connects the entire enterprise service management business processes across lines-of-business,
enabling the organization to create new revenue streams, while protecting current business.
Digital Age User
Experience
Intelligent
Automation
End-to-end Analytics
& Real-time Steering
Artificial intelligence and
robotic process automation
eliminate more than half
of manual tasks
Context aware, real time,
predictive insights so you
can make better decisions,
adjustments, faster
Digital assistance and
natural language
conversations for increased
productivity and user
satisfaction
New Business
Models
Rapidly design and execute
new business models and
digital services, based on
advanced end-to-end
processes

116
PUBLIC
Service analytics
E2E service order
management:
§ Service orders: Resource-related
or fix-price
§ Service order items:
– Services
– 3rd party parts
– Expenses
– Service bundles
§ SAP Field Service Management
integration
§ Service confirmation
§ Billing
Service master data and
installed base management
Service contract management
SAP S/4HANA Service – Current Solution Scope
S/4HANA Cloud version 1908

117
CONFIDENTIAL
Service Fulfilment Process (Simple Service)
E-Commerce
Web Contact
Form
Call/Contact
Centre
Self-Service
Create
Service
Order
Plan and
provision
required
materials
Plan service
team/
organisation
Release
service
order
Dispatch to
matching
service
technician
(If-required)
Re-
scheduled
appointment
Approve
service report
and create
confirmation
Release
service
confirmation
Handover
to billing
Pick up
material
Travel to
customer
Execute
service
order
Capture
execution
details/
efforts
Service
report
sign-off
Close
execution
Service Manager Dispatcher
Service Manager
Dispatcher
Field Service Technician
Remarks:
• Parts of this process may be automated
• Eligibility/quotation process with involvement of service personnel may preclude the shown service fulfilment

118
PUBLIC
Integrate Front Office (Customer Experience) to Digital Core (S/4HANA)
Service Moments to Additional Revenue: Delivering What Our Competition Can’t Do
SAP Customer Experience SAP S/4HANA
Service
Order
Settlement
Workforce
and Crowd
scheduling
Service
Execution
Service
Parts
Logistics
Service
Invoicing
Planned Service
Complex Service
Self Service
Break / Fix
Customer
Experience
S/4HANA
End-to-End Customer Experience

119
PUBLIC
SAPs Advantage: End-to-End Service Process
Back Office Service
Schedule + Dispatch
Check + Approval
Planning
Commercials:
• Customer Service
Contracts
• Billing
• Cost Controlling
Work Management:
Service Order
Omni-Channel
Engagement Center
IoT
Traditional Channel
Digital handshake
@
SAP S/4HANA SAP CX, SAP Field Service Management
Planning Mobile Field Service
Trigger
Material
Cost
Time-
sheet
Revenue

120
PUBLIC
SAP Field Service Management
Key Functionality
SAP
Field Service
Management
Crowd Service Customer
self service
Planning &
Dispatching
Mobile
Field Service
Management
Smartforms &
Feedback
Analytics &
Reporting
IoT Enabled
Field Service

Order Fulfillment of
Commodity Products

123
PUBLIC
Public Option
• Subscription (SAP Subscription Billing
follows the commodity order item
• Interface to SAP Cloud for Market
Communication for process handling in
liberalized markets
Hybrid Option
• Utilities Sales Contract (SAP S/4 HANA for
Customer Management) follows the
commodity order item
• Utilities Fulfillment Contract (aka „IS-U
contract“, SAP S/4 HANA ) and more billing
artefacts
• Interface to SAP Cloud for Market
Communication for process handling in
liberalized markets
Order Fulfillment for Commodities –
Hybrid and Public option compared
This is the current state of planning and may be changed by SAP at any time without notice.

124
PUBLIC
C4U Hybrid Option | Focus on Commodity Fulfillment
Billing
Configuration
IS-U Contracts
Technical
Master Data
Bill Simulation
Product Integration
Utilities Product
S/4 Product
SAP Multichannel Foundation for Utilities (MCF)
Utilities Sales Contract
Customer Management
OR
Commodity Fulfillment for hybrid option

125
PUBLIC
C4U Public Option | Focus on Commodity Fulfillment
Subscription
Rating Configuration Technical Mapping
Commodity
Fulfillment
very similar
to Fulfillment
of
Subscriptions
and Pay-per-
use Services
(see previous slides)

126
CONFIDENTIAL
Not in current C4U
focus
industry
Subscription Order
Management
Partner Channel
Management
Partner
Management
Partner Order
Management
Partner Order Management
Order Capture
Price Management
Price & Margin
Management
Sales Contract
Management
Sales Master Data
Management
Sales Order
Management &
Orchestration
Price Management
Sales order
Processing &
Orchestration
Sales Quotation
Management
Sales Rebate
Management
Sales Lead
Management
Incentive &
Commissions
Management
Sales Lead
Management
Field Service
Asset
Prediction
and
Optimization
for Field
Service
Field
Resource
Scheduling
and Dispatch
Mobile
Service
Execution
Service
Dispatching
and
Scheduling
Service
Fulfillment
Service
Order
Management
Order Fulfillment
Cross-industry +
Industry specific
enhancements

127
PUBLIC
SAP Cloud for Utilities – Order Fulfillment
Q3 / 2020 1
Q1 / 2020 1 Q2 / 2020 1 Q4 / 2020 1
Cloud
Hybrid Cloud & Hybrid
Fulfillment of
• Physical Products sold from stock
• Physical product returns
• Cancellation of Orders
Fulfillment of
• Physical Products using 3rd party
• Commodity subscriptions
• Non-commodity subscriptions
Fulfillment of
• Physical Products using 3rd party
• Non-commodity subscriptions
• Utilities Sales Contracts
• Cancellation of Orders
Fulfillment of Service Orders with FSM
Integration (S4)
• Order Monitoring
Contract /Subscr. Lifecycle
• Manual renewal (for later)
• Product change (workaround)
• Status update on contract
Contract/Subscr. Lifecycle
• Manual renewal
• Product change
• Termination and move out
• Cancel contract
• Status update on contract
Fulfillment of Service Orders with FSM
Integration (S4)
• Order Monitoring
Integration of C/4 HANA Order
Management
• Customer contract management
(integrated utilities only)
• Enable execution of move-in / create
contract and preparation for rating
• Status Management
• Display contract details
Integration with C4E
• Meter lookup based on premise address
• Customer contract management
(liberalized utilities)
• Integration
with market communication
supporting Supply Switch and Annex
processes
Customer contract management
(commodity contracts for liberalized
utilities)
Integration with market communication
functionality supporting Supply Switch and
Annex processes

128
PUBLIC
SAP Cloud for Utilities – Order Fulfillment
Q3 / 2021 1
Q1 / 2021 1 Q2 / 2021 1 Q4 / 2021 1
Cloud
Customer contract management
(commodity contracts for liberalized
utilities)
Integration with market communication
functionality supporting Supply Switch and
Annex processes
Solution Order for Product Bundles
Combined Change Process
Service Contracts
Complex Service Management (synching
HW and installation services)
Order Orchestration
Integrated Maintenance and Service
Management (S4)

129
PUBLIC
• FSM Water Heater Installation – Sharepoint video – January 23rd, 2020
• FSM Order Scheduling - Anglian Water – Sharepoint
• FSM Mobile App - Anglian Water – Sharepoint
Available Demos
Order Fulfillment

130
PUBLIC
• Aksa (Kazanci Holding A.S.) - SAP Field Service Management
Customer References
Order Fulfillment

SAP Cloud4Utilities
Customer Billing & Revenue Management
Customer Experience
Customer
Request
Search
Products
Sign
Order
Market
Analysis
Product
Definition
Launch &
Marketing
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Consumption &
EDM
Billing
& Invoicing
Payment
Handling
Management
Selling
Product Definition
& Marketing

132
PUBLIC
Billing & Revenue Management
SAP Subscription Billing SAP S/4 HANA CLOUD
Marketing
Order
Management
Sales
Service
Commerce
Sales
Business
Customers
Consumers
Service Reps
Marketing
Business
Model Design
Subscription
Capture
Subscription
Management
Subscription
Monetization
Billing &
Invoicing
Contract
Accounting
AR & AP
Finance
Digital
Payments
Add-on
Consumption
Data
SAP Cloud
for Energy
SAP S/4 HANA
CLOUD
Material and
Service
Monetization
Material and
Service
delivery
Material and
Service Sales
Market Com-
munication
Usage Data

133
CONFIDENTIAL
Innovative examples for the multiservice provider of tomorrow
Product Definition & Marketing
Market
Analysis
Product
Definition
Launch &
Marketing
From Lead… …to Cash
Customer Services
Selling
Customer
Request
Search
Products
Sign Order
Fulfillment
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Billing & Revenue Management
Consumption &
EDM
Billing &
Invoicing
Payment
Handling
SAP Cloud for Utilities Scope
Integration Content https://api.sap.com/
SAP
CUSTOMER
DATA
CLOUD
SAP
MARKETING
CLOUD
SAP
SALES
CLOUD
SAP
COMMERCE
CLOUD
SAP
SERVICE
CLOUD
SAP
INTELLIGENT
ASSET MGMT
SAP
CLOUD FOR
ENERGY
SAP
SUBSCRIPTION
BILLING
SAP
S/4 HANA
CLOUD (FI/CA)
SAP
MACO
CLOUD
S/4 HANA Utilities
SAP C/4 HANA for Utilities
Technical
View
Modules
Retailer
Processes of

134
CONFIDENTIAL
Physical Product
End-customer
product
released
Order
confirmed
Physical product
delivered
Service Product
End-customer
product
released
Order
confirmed
Service
executed
Subscription Product
End-customer
product
released
Order
confirmed
Subscription
activated
Commodity Product
End-customer
product
released
Order
confirmed
Commodity
contract
registered
Energy
consumption
send
Billing
Rate material
and service
Validate rated
document
Rating
Rate
subscriptions
Validate rated
documents
Invoicing
Calculate
bundle discount
and surcharges
Execute
invoicing
Validate
invoiced
document
Present
invoiced
documents
Create
equalized
payment plan
Contract Accounting
Manage
open items
Handle in-
and outgoing
payments
Dunn
outstanding
items
Create/change
rate plans
Manage dunning
activities
Write off
Metering
Handle
technical objects
Process and
validate
consumption
Billing and Revenue Management Flow diagramm Retailer
Processes of

135
CONFIDENTIAL
Retailer
Processes of
Create, view,
reverse invoice
(individual / mass)
Validate invoice
(rules / ML)
Receive other
items
Validate rated
document
(rules / ML)
Maintain price list,
discounts &
surcharges
Maintain service
plan, discounts &
surcharges
Maintain rates,
discounts &
surcharges
Maintain bundle
discounts &
surcharges
Receive
consumption
Validate
consumption
Log activities
Handle errors & success
Receive
material & service
delivery
Receive
subscription
consumption
Rate material &
service
(incl. discounts &
surcharges)
Rate subscription
(incl. discounts &
surcharges)
Rate consumption
(incl. discounts &
surcharges)
High level “Billing & Revenue Management” process map
Workstream:
Product
Definition
&
Marketing
Workstream:
Selling
Workstream:
Fulfillment
Workstream:
Market
Communication
Calculate Bundle
discounts &
surcharges
Validate rated
document
(rules / ML)
Validate rated
document
(rules / ML)
Commodity
Non-Commodity
SAP S/4HANA Cloud
SAP eCommerce
Hybrid
Cloud-only
SAP S/4HANA onPrem

136
CONFIDENTIAL
Retailer
Processes of
High level “Billing & Revenue Management” process map
Validate invoice
(rules / ML)
Present invoice
history
Print invoice via
outputmanagement
Create, view,
change equalized
payment plan
Post item
debit & credit
Display item
history
Create, view,
change rate plan
Account balance
(rules / ML)
Receive payment
(lot, cash, card, e-
payment)
Dunn outstanding
items
Send dunning
message
Calculate
interests & fees
Trigger dis- &
reconnection
Hand over to
collection agency
Write off
Transfer to general
ledger
Log activities
Handle errors & success
SAP S/4HANA Cloud
SAP S/4HANA
Hybrid
Cloud-only

137
PUBLIC
Transformation Drivers in Utilities and the Requirements on Metered Data
Deregulation
Decarbonization
Decentralization
Digitization
Utilities
Industry
• Reliable and high availability
• Integration and Interoperability
• Support of industry standards
• One source of truth
• Support of highest security
standards
• Analytics for everyone,
everywhere and at anytime
• Enable intuitive and secured
applications

138
PUBLIC
SAP Cloud for Energy to manage ‘metered’ data and to support billing processes
Cloud for Energy – Scope until Q3/2021
Industry Standard
Interface (CIM Format)
Time Series Management
(Interval Data)
Classical Meter
Readings Management
Pre-Billing
and Billing
Determinants
Big Data
Analytics &
Customer Portals
Energy Settlement
(Forecasting)
Market
Communication
Integration
Scheduling
(“Invoice Trigger”)
Time Of Use
Definition
Prorating
Integration
Content
Big Data
Management
SAP Labs preview

139
PUBLIC
The New Cloud Based Metering Platform
Users of
Data
Build
Apps, Data
& Processes
Extend
Cloud &
On-Prem Apps
Integrate
Differentiating
Digital Apps
Business Agility
SAP Cloud Platform
Azure
Data Integration
Business Process
Integration
Sources of
Data
Master Data
Synchronization
SAP for Utilities
Import of time series data
(CIM-interface; market
communication)
Billing Determinant Calculation and
Integration SAP for Utilities
(VEE) time series data
Analytics

140
PUBLIC
Validation and Estimation
Profile Value Import
CIM
IEC 61968-9
Profile Value Estimation
Linear
Replacements
Comparative Day Procedure
Minimum / Maximum Substitutions
Etc.
Billing, Analytics, etc.
Further Processing
Profile Value Validation
Incomplete Time
Series Data
Inexact Intervals
Threshold for Estimated
Values Exceeded
Whole Day Missing
Etc.

141
PUBLIC
SAP Cloud for Energy: Analytical Capabilities
big data platform
big data / in-depth analysis / deep insights
• Selection and slicing/dicing by business context data for
large data sets
• Parametrization of pre-implemented analytical algorithms
(i.e., distribution, aggregation)
• APIs to make analysis results accessible to external
consumers
APIs and DB access
Metered Data Analyst Business User
Energy Analysis application
Utilities-specific: Metered data (time series)
Manager
real-time insights / dashboards / collaboration
• Connection to data from multiple different sources
• Creation of dynamic visual stories based on key business areas
• Enhancing stories with SAP Digital Boardroom
• Collaboration, sharing and commenting on stories
SAP Analytics Cloud
HANA calculation
views
Metered data in combination with other sources (e.g. SCADA)
Energy Analysis SAP Analytics Cloud

142
PUBLIC
SAP Cloud for Energy – Faster Innovation Cycles*
Cloud for Energy 1.0
2018
• Device Data Management
• Metered Data Management (Import
of Time Series)
• CIM Interface
• SAP for Utilities Integration
• Data Privacy
June 30th
2019
Cloud for Energy 2.0
• Billing Integration
• Metered Data Management
(Validation, Estimation)
• Energy Analysis
• SAP Analytic Cloud Enablement
• Data Privacy
March 25th
Feature Pack 2.1
• Billing Integration: calculation
method ‘aggregateWithLimits’
• Metered Data Management:
Automated issues handling à
linear interpolation
May 7th
Feature Pack 2.2
• Energy Analysis
Consumption API
• Data Provisioning application:
new attributes (meter)
supported
• Fiori Launchpad Enablement
June 18th
Feature Pack 2.3
• Web Services Reliable
Messaging for the integration
between IS-U and Cloud for
Energy
• Billing Integration: Business
Logging
July 2nd
Continuous Innovation
with deployment intervals on a bi-weekly basis (as a minimum cycle for features)
* This is just an example for the fast innovation cycles of the months between
May and July. The most recent list of all innovations can be found here.

143
PUBLIC
Value Proposition of SAP Cloud for Energy
Enable changing regulatory requirements,
e.g. aggregation of demand
Reduction of IT operation cost
Contributes to a faster time-to-market for new
products and services (analytics)
Support of new business models,
e.g. assisted living
Market
Faster innovation cycles
Focus on Utilities market roles
Improved user experience
Broadened functional scope,
e.g. analytics
Product
Support of hybrid models
Big data possibilities
Multi-cloud capabilities
Integration and extension options
Technology
Intelligent Enterprise features embedded (e.g. AI, ML)

144
PUBLIC
Available Documentation for SAP Cloud for Energy
https://help.sap.com/viewer/p/SAP_Cloud_for_Energy

145
PUBLIC
Business Configuration Product Definition Customer Data Maintenance
Order Fulfillment Subscription Management
Usage Collection and Rating Billing & Data Transfer Invoicing (S/4HANA Cloud)
Configuration and Master Data Maintenance
Subscription Lifecycle
Usage-to-Bill

146
PUBLIC
Pricing Models Supported
• One-time fees
• Recurring fees
• Usage fees
• Block pricing
• Volume pricing
• Tiered pricing
• Percentages
• Overage fees
• Free periods / amounts
• Proration
Subscription
Example:
Product: Print on Demand
Rate Plan: ABC
Pricing Parameters:
• Installation Fee : 100€
• Monthly Fee : 50€
• Price Per Block Col : 2€
• Price Per Block BW: 1€

147
PUBLIC
Basic Subscription Business
§ Basic rate plans
§ no rate plan templates required
§ mainly recurring charges
Pay-per-Use Scenario
§ Rate Plans with multiple metric-based price elements
§ More sophisticated rate plans (e.g. volume pricing)
§ Requires definition of metrics and usage based rate plan elements
§ Requires technical resource ID management
§ May require order orchestration for technical resource ID
§ Requires usage data collection
Digital License Business
§ Requires definition of subscription parameters
§ Use of rate plan and subscription snapshots
§ Complex rate plans (advanced proration, custom amounts, percentage rates)
Typical Use Cases
$-
$20
$40
$60
$80
0 1000 2000 3000 4000 5000
Total
Cost
Number of API Calls
Block/Bulk Pricing
$-
$20
$40
$60
$80
0 1000 2000 3000 4000 5000
Total
Cost
Number of API Calls
$-
$20
$40
$60
$80
0 1000 2000 3000 4000 5000
Total
Cost
Number of API Calls
Volume Pricing
Tiered Pricing

148
PUBLIC
Invoice Creation for Usage and Service
Digital content, IoT or other pay-per-use services
Digital content:
§ Customer purchases or uses 2 apps
(optionally paid immediately by authorized credit
card, or alternatively after invoicing).
§ The app purchases generate Billable Items
which are sent from the platform to invoicing
App X 1,99 €
App y 2,99 €
SAP :
§ Billable Items are received from sending system
§ Billable Items are processed, so corresponding
invoice is created in invoicing as well as posting
document in the contract accounting (FI-CA)
sub-ledger
Billable Items
Contract
Accounting
invoice postings
Invoicing
Billable Items
Billable Items

149
PUBLIC
- Transfer
- Pay
- Clear
- Business
Partner
Transfer
- GL Transfer
- Write Off
- Remain
Open Items Management
Credit Clarification
BP 1
Doc 128
EUR 45.34
BP 2
Doc 128
EUR 23.74
BP 3
Doc 128
EUR 68.55
Credit Items
Process Credit
Create Credit List Clarify Credits
Mass processing of credit items
Manual processing of credit items

151
CONFIDENTIAL
Not in current C4U
focus
industry
Meter and Energy
Data
Management
Discrete Meter
Data
Handling of
Time Series
Data
Intelligent Meter
Reading
Management
Validation,
Estimation, &
Editing
AI-supported
Meter Data
Validation
Energy
Settlement and
Regulatory
Compliance
Energy and
Water Data
Analytics
Billing and
Invoicing
Billing of Energy
Products and
Services in
Liberalized
Markets
Billing of
Products,
Energy and
Services for
Regulated
Markets
Sales Billing
Subscription
Billing
Prepayment for
Utilities
Convergent
Invoicing
Revenue
Management
Credit and
Collection
Management
Financial
Customer Care
& Dispute
Management
Receivables
Management &
Payment
Handling
Billing and Revenue Management
Cross-industry +
Industry specific
enhancements

152
PUBLIC
2020 1
SAP Cloud for Utilities – SAP Cloud for Energy
Measurement Data Management
(non- and equidistant readings)
§ Manage planned readings for non-equidistant
meter readings
§ Receive and process non-equidistant meter
readings
§ Manage and apply configurable validation
rules
§ Execute automated follow up actions for
issues
§ Solve issue User Interface (including edit and
manual mass approve)
§ Determine consumption for non-equidistant
meter readings (water & electricity)
§ Ingest and store non-consumption data on
end-customer meter level and expose via API
(e.g. temperature)
§ Manage history of measurement data
(allow to manage multiple versions)
§ Provide User Interface to manage
measurement data
Device and Measurement Data
§ Detailed overview of measurement and
related device data by usage point
§ Operational reporting, e.g. show ‘%’ of
missing data per device type
Energy Schedule Management
(foundation)
§ Manage standard load profiles
§ Estimation of consumption for conventional
meters and non-equidistant meter readings
Billing Integration
(foundation)
… into SAP Subscription Billing
§ Automated Usage Data Exchange for
consumption and production
§ Billing for simple products supporting time
series and non-equidistant metered data
§ Proration for tax and/or rate changes
… into SAP for Utilities
§ Reply request for non-equidistant meter
readings from meter reading timeseries
Market Communication Integration
§ Interfaces to Market Communication for
Energy Schedule
2021 1
Measurement Data Management
(non- and equidistant readings)
§ Manage customer self-readings
§ Solve Issue Interface
§ Processing of measurement data related to
gas
Energy Schedule Management
(extended)
§ Forecast of Measurement Data
§ Aggregations for Energy Schedule
Management
Billing Integration into SAP Subscription
Billing (extended)
§ Configuration and Time of Use Definition
§ Proration for additional processes
§ Support complex billing processes
(complex products)
§ Estimation of consumption for conventional
meters and non-equidistant meter readings
Market Communication Integration
§ Interfaces to receive data from Market
Communication Analytics
§ Process water consumption data
Manage Additional Data
§ Flexible configuration of the reading type
attributes
§ Manage billing relevant data for Gas
Cloud

153
PUBLIC
SAP Cloud for Utilities – Subscription Billing
Virtual Release 1 1
Recent Innovation Q1 / 2020 1 Further Outlook 1
Cloud
§ Allowances (Usage credits)
- Create allowances with or w/o template
- Assign allowance templates to products
§ Integration with CPQ
- Define and sell subscription products in
CPQ
§ Integration with SAP Enterprise
Messaging
- Supports outbound events
§ Billing
- Advance billing for block, volume and
tiered pricing charges
- Billing of recurring charges for multiple
billing cycles together
- Manual closing of bills for ad-hoc billing
- Prevent automatic closing of bills (keep
bill open until manually closed)
§ Integration with SAP Digital Payments
- Trigger settlement of credit card
payments
§ Allowances - further capabilities
– Price definition and charging of
allowances consumption
– Alerts when consumption reaches
threshold
§ Refined authorizations on market
level for
– Subscriptions, bills, customer data
§ Create subscriptions in preliminary
status
§ Reflect changes in master data and
subscriptions on bill
§ Usage records management
– Link bills with usages records
– Custom fields on usage records
§ Manage contract account reference
on subscription level
§ Month-end invoicing only variant
§ Mid month invoicing variant
§ Utilities-specific attributes required for
billing determinant calculation
§ CI integration: provide all information
required for utilities invoice generation
§ Technical resources for different types
of meters
§ Performance - throughput of billing
§ Completeness check for usage records
§ Rating: more complex calculation rules
for e.g. taxation, Grid usage...
§ E2E support of discounts
§ Bill reporting based on status + drill
down
§ New rating model: time-of-use
§ New rating model: limit based rates
§ Deferred one-time discounts/credits
§ Process verification: product change,
bill correction …
§ life cycle-based charges
§ pricing and billing of products
depending on regions

154
PUBLIC
SAP Cloud for Utilities – Contract Accounting and Invoicing
Q4 / 2020 1
Q1 / 2020 1 Q2 / 2020 1 Q1 / 2021 1
Cloud
§ Enable end users to flexibly display
invoice and contract account
information using OData services
§ Drive improved quality and speed of
billing and invoicing processes with
comprehensive monitoring and alerts
for real-time intervention
§ S/4HANA Utilities Billing integration
into S/4HANA Cloud contract
accounting and invoicing
§ Improve controlling and profitability
analysis through incorporation of
costs of consumption related to
services
§ Cloud subscription management –
subject to product strategy decision
(including Subscription Billing)
§ Comprehensive reconciliation and
improved auditability of the entire
process chain – through revenue
intelligence from the event to the
general ledger
§ Enable end users to flexibly process
invoice and contract account inquiries
using OData services
§ S/4HANA Utilities Billing integration
into S4HCE contract accounting and
invoicing – enhanced
§ Improve speed and accuracy of
payment allocations with machine
learning–based SAP Cash
Application for contract accounting
§ Instill buying confidence in end
customers through best-price billing
calculation

155
PUBLIC
• Cloud for Energy Prototype Demo, July 2018 – Video
• SAP Energy Analysis Demo, July 2018 – Video
• SAP Subscription Billing with S/4HANA Cloud: E-bike Rental on IoT Based – Demo Store
• SAP Subscription Billing – Integration with S/4HANA Cloud-CI and Commerce Cloud -– DRIVE
GREEN – Demo Store
• Utilities Service Billing – Demo Store
• Utilities Bill Pay Chatbot - with Conversational AI – Demo Store
• S4 Utilities - Fiori app overview – Demo Store
• Flexible Solution Billing – Demo Store
• Subscription Billing and Convergent Invoicing - Sharepoint
Billing and Revenue Management

SAP Cloud4Utilities
Customer Experience
Customer Experience
Customer
Request
Search
Products
Sign
Order
Market
Analysis
Product
Definition
Launch &
Marketing
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Consumption &
EDM
Billing
& Invoicing
Payment
Handling
Management
Selling
Product Definition
& Marketing

157
PUBLIC
61 million service tickets
Make every moment count
End-to-End Service Management solution
Intelligent
Customer
Service
Omni
Channel
Engagement
Rapid
Resolution
Operational
Excellence
Customer
Feedback
Management
Automated
Self Service
with
Chatbots
Crowd
Service
Mobile
Online and
Offline

158
PUBLIC
SAP Service Cloud allows companies to better orchestrate service experiences —
before and after the first sale — across all areas of a business for one unified
service experience, to deliver on your customer promises throughout the entire
customer journey.
Create true omnichannel
24/7 service with AI
chatbots
Harmonize your service
processes
Create a full feedback
loop
Spend
more time selling
Accelerate issue resolution
by harmonizing customer
engagements and
operational processes.
Provide more accurate
answers quickly &
automatically, using 24/7
customer service platform
with a top rated AI Chatbot.
Benefit from native support
for traditional and digital
channels in a single cloud
offering - no need for
separate CC infrastructure
Reduce staff turnover by
empowering agents with
knowledge, insights and
tools and motivating them
based on real engagements.
Enable continuous service
and product improvements
by creating a full feedback
loop from case to
resolution

159
PUBLIC
Timely delivery and installation of equipment
and services. On-time energizing of equipment
& meters with SAP Customer Experience
IoT
Moments
Service Request in
Real-Time (Now)
AI powered Field Service
Management (FSM)
Access to
Crowd Service
ETA
Software is not the differentiator, it is giving access
to people doing the work in real-time.

160
PUBLIC
The Installation Experience with SAP Customer Experience
OMNI-CHANNEL
CUSTOMER
SERVICE
PLANNING &
RESOURCE
SCHEDULING
FIELD SERVICE
EXECUTION &
DEBRIEF
FINANCE &
LOGISTICS
QUOTE &
SERVICE
CONTRACT
TECHNICAL &
REMOTE
SUPPORT
Omni-channel support
Service ticket handling
Knowledge
management
Approval workflow
Warranty, Contract and
SLA determination
Real time Analytics
and KPIs
Planned labor and
materials
Planned activities and
checklists
Optimize schedule and
resource assignment
Crowdsourced Service
& Marketplace
Real Time Analytics
and KPIs
Material confirmation,
ordering
Stock, Item catalog,
Barcode scanning
Time Recording and
Expenses
Smartforms and
Checklists
Checkout reports and
customer signature
Service Orders
Billing
Cost allocation and
revenue recognition
Parts logistics
Manage customer
installations
Manage service
contracts, warranty,
and entitlements
Schedule preventive
maintenance plans
Routing, queuing and
escalation
Social collaboration
Augmented Reality

161
PUBLIC
Self Service as a way to act and react conveniently
anytime with SAP SELF SERVICE ACCELERATOR FOR UTILITIES BY SEW
The leading digital customer engagement solution that provides self service capabilities to energy and water customers and
enables real-time, two-way communication between the service provider and its customers.
It provides the energy and water customers a simple and intuitive self service option on a web portal and mobile apps to track their
energy & water consumption, view and pay bills, receive outages & leak alerts, view personalized savings and program
recommendations, and make informed decisions about their energy and water usage.

162
CONFIDENTIAL
Deliver a unified customer experience with SAP
Unified user experience (UX)
Conversational and intelligent UX with SAP CoPilot, mobile, desktop, and Internet of Things
SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud
SAP S/4HANA
Integration framework – SAP Cloud Platform
Embedded intelligence – SAP Leonardo
Extension framework and microservices ecosystem – SAP Cloud Platform
Unified experience
SAP Customer Data Cloud
Call Center Self Service Chat E-Mail Chat bot Service delivery

163
PUBLIC
§ Account Management
§ Customer Engagement
§ Manage Smart Home / Electric Vehicle
§ Outage and Service Requests
§ Usage and Comparison
§ Bills and Payment
§ Service Request / Connect Me
§ Energy Efficiency / Water Conservation
§ Integration into Marketing, Commerce,
and Call Center (*)
§ Operational messaging (**)
SAP Self Service Accelerator for Utilities by SEW
Solution Capabilities
Digital Engagement | Integrated Solution | Real Time 2- Way Communication | Configurable Modules | Device Agnostic
Learn About
& Engage Your
Customers
Real Time
2-Way
Communication
My Account Bills Usage Outage Notification Connect Me Compare Me
Service Efficiency Smart Home EV Footprint
(*) planned (**) planned as part of standard offering, available today from SEW

164
CONFIDENTIAL
Delivering Next-Gen Digital Self-Service and Engagement platform
RC2

RC2 Need to check if we can include this slide
Ritts, Corey, 06/07/2020

165
PUBLIC
Integrated solution
Integration to SAP Bill-to Cash with SAP Multichannel Foundation.
Complements SAP Commerce, Marketing, Sales, and Service
Integrates into non-SAP backend systems like Oracle EBS, Banner etc.
Self-service interactions via Mobile and Web
Pre-built and proven solution for customer self-service engagement
on mobile and web
Differentiate from the competition, Reduce customer churn
Pre built Customer Self-Service
Only pre built self-service solution in the industry delivering single web and mobile
view for online Account, Bills, Outage, Self Service, Multi Channel Preference
Management, Energy Efficiency, Smart Home, and Electric Vehicle management
360o
view of customers
The solution includes Agent support processes via live dashboards for 360o
view of
a customer’s account
Delivering improved
customer experience and
agent capabilities through
process integration
Superior Engagement via Self Service

166
PUBLIC
Send communications in accordance with customers’ preferences
Operational message with rules
on message send/delivery
§ Outage notifications
§ Bad weather warnings, e.g. Tornado
§ Emergencies
Billing and Payment-related
messages
§ New bill notification
§ Payment due date notification
§ Payment Overdue notification
Marketing-related message
§ New offer
§ Product and service recommendation
§ Planned outage
Communication Preferences managed in SAP Customer Data Cloud
Alternatively, not GDPR-compliant: Manage preferences via SAP Self Service Accelerator by SEW
SAP Marketing Cloud
Permissions Marketing
Automated campaigns
EXECUTE VIA EXECUTE VIA EXECUTE VIA (*)
SAP S/4HANA for
Utilities
SAP Utilities Billing and Revenue
SAP Service Cloud
SAP Self-Service
Accelerator for Utilities
by SEW
(*) planned as part of standard offering, available today from SEW

167
PUBLIC
Self Service
SAP Service Cloud - Overview
S/4HANA
Service
Core
SAP
Leonardo
IoT
Intelligent
Asset
Networks
Chat bots
powered by Recast.ai
Utilities Customer Service bot - planned
SAP Customer Engagement Center
CORE
Field Service Mgmt. & Service Networks/
Crowd Service
SAP Self Service Accelerator
for Utilities by SEW
SAP Cloud for Service (C4C)
Contact Center for Utilities - Ticket-/Case Management
SAP Knowledge Central by Mindtouch (Solution Extension à OEM)
Customer Feedback Management by Clicktools (Callidus)
SAP Jam Communities
Co-browsing
ServiceMotivate by Callidus
Workforce Optimization
SAP Predictive Maintenance
SAP Fieldglass for Service Networks
Field Service
Service Back
End
Field Service
Customer Service
& Support
Channel “Connectors”
Partner
Buy
Customer Contact Center

168
CONFIDENTIAL
Customer request in SAP Self Service processed as a Service ticket in SAP
Service Cloud
The Customer’s Online experience The Agent experience

169
CONFIDENTIAL
Extending customer identity across digital domains – Self-Service & Commerce
Authentication Methods
• Username / Password
• Social Login / 3rd Party IdPs
• Biometrics
• Multi-Factor Authentication
• Risk-Based Authentication
Central
registration
Central
Identification &
Authentication
For Self Service
…and other channels:
Commerce, web sites,
chat bots, custom apps

170
CONFIDENTIAL
A deeper digital engagement with integrated Self Service and Commerce
Utilities Self Service
Commerce (Shop) incl. order history, knowledge base…
Future plan:
Self Service UI adjusts when running within Commerce
Shared administration of Self Service and Commerce

171
PUBLIC
Customer supports can’t keep up
with the huge increase in volume of
customer demands
This amounts to $1,6tr business
annual losses due to poor
customer service in the US
Accenture
17% of people are
kept on hold
42% of people speak
to different agents to get an
answer
78% of clients end
contracts because of bad
support
Self Service and intelligent bots as a way
to act and react conveniently anytime with
SAP Service Cloud - Conversational AI

172
PUBLIC
AI and deep learning are the best solution
to provide higher satisfaction and cost reduction
By 2020, robots will handle over
85% of client-company interactions.
(Business Insider - Sept 2016)

173
CONFIDENTIAL
Not in current C4U
focus
industry
Customer Data
Management
Customer
Identity
Management
for B2C
Customer
Profile
Management
Enterprise
Preference
and Consent
Management
Customer
Experience
Management
Digital
Customer
Experience
Management
Experience
Management
for Sales
Experience
Management
for Services
Customer Service and
Support
Business
Solution
Portfolio
Change
Management
for IT Service
Management
Channel
Service
Claims,
Returns, and
Refund
Management
Complaints
Management
Contract
Controlling
and
Accounting
Contract and
Engagement
Setup
Support
In-House
Repair
Management
Packaged
Service
Offerings
Periodic
Billing
Process
Predictive
Service
Analytics
Problem
Management
Service
Collaboration
Service
Contract
Management
Support
Service
Marketing
Service
Monitoring &
Analytics
Service
Request
Management
Service Tasks
Lists and
Catalogs
Service Level
Management
Solution Order
Management
Technical
Assets,
Structures,
and History
Warranty
Management
Field Service
Asset
Prediction and
Optimization
for Field
Service
Field
Resource
Scheduling
and
Dispatching
Mobile Self-
Service
Mobile
Service
Execution
Service
Dispatching
and
Scheduling
Service
Fulfillment
Service Order
Management
Service Ticket
Intelligence
Visual
Knowledge
Support
Omnichannel Service
Engagement
Customer
Engagement
Customer
Interaction
and Service
Management
for Utilities
Inbound/Outb
ound Contact
Centers
Knowledge
Management
Multichannel
Self-Services
for Utilities
Customer
Engagement
Service Bots
Customer Experience
Cross-industry +
Industry specific
enhancements

174
PUBLIC
SAP Cloud for Utilities – Customer Experience
Q4 / 2020 1
Recent Innovations1 Q3 / 2020 1 Q1 / 2021 1
Cloud
Service Cloud extension
§ Live activity
§ Search by contract account
§ Search by point of delivery
§ Premise
§ Technical details
§ GDPR Compliance (Validation)
§ Extensibility (Concept at least for UI)
Integration to S/4 CE
§ Contract account (Validation)
§ Verify invoices CE CI API
§ Customer (Validation)
§ Verify account balance (BP S/4 CE
FI-CAC) API
§ Hierarchy view of data model
Integration to SEW
§ Integration of customer notification
(POC)
§ Integration of consumption graph
(POC)
Premise Overview
• Link to service Ticket
• Technical details
GDPR Compliance
BP Replication (new) MDM Service
Cloud
Integration with Marketing Cloud
• User interactions captured by SSA
made available to marketing cloud
Contract Account Overview
• Contract account overview (Beta)
• Link to service ticket - display only
Integration to SEW
(Beta)
(Beta)
Premise Central
§ customers, tickets, and map cards
Contract account central (GA)
§ Dunning card
§ Open items 30/60/90 card
§ Navigation to related tab/table
§ Actions from cards
§ Account balances
§ Dunning history
§ Correspondence history
§ Returns
§ Write offs information and actions
§ Actions for Open Items
§ Payments
§ Account History
§ Tickets
BP Replication MDM
§ Relationships and multiple addresses
Integration to SEW
(GA)
(GA)
Contract Account
• Contract account profile determination
• Credit worthiness card and details in
central
• Security deposit card in central
• Contract account central extensibility
• Convergent Invoicing view and processes
(ex. cancel/rebill, view invoices)
Premise
• Disconnection status in premise header
Customer
• Design concept for view utilities sales
contract
• Design concept for utilities sales contract
processes (ex. move in, move out)
Deregulated market
• Sales of commodity
• Renewal of commodity
• Termination of commodity contract
Integration to SEW
§ Integration of usage comparison
§ Integration of outage information

175
INTERNAL
SAP Cloud for Utilities – Customer Experience
Integration with S/4 HANA
• Using API from Subscription Billing for subscriptions
Cancel Re-Bill
• Cancel Re-Bill with IS-U
• Cancel Re-Bill with SB and C4E
Sales of commodity (regulated market)
Product change for non-commodity subscription
Renewal of non-commodity subscription
Order Repair Service
Convergent Invoicing view and processes (ex. cancel/rebill, view invoices)
Customer
• Technical analysis of Utilities Sales Contract
Deregulated Market
• Cancellation of commodity
• Product change for commodity
• Transfer of commodity
Regulated Market
• Cancellation of commodity
• Product change for commodity
• Renewal of commodity
• Termination of commodity
• Transfer of commodity
Non-Commodity Subscription – Sale, Cancellation, Termination, Transfer
Physical Product – Sale, Cancellation, Return, Renewal
Simple Service Product - Sale, Cancellation, Renewal
Cancellation of repair service
Billing Plan Display and Adjustment
H1 2021 H2 2021
Integration to SEW
§ Notification engine (that actually sends out the digital messages)

176
PUBLIC
• Utilities Demo Intelligent Enterprise – Offline Demo
• Customer Journey - Video
• C/4HANA Suite - Order to Cash with S/4 Digital Core – Demo Store
• Digital Utilities – Prosumer – Demo Store
• C4C 1905 - Call Center for Utilities – Demo Store
• From First contact to Bill Complaint - Excel with SAP Service Cloud – Slide presentation – April 2nd 2019
• Utilities CX Story - Slides
• Selling Commodity within TMA 1810 - Slides
• Commerce Cloud Self Service Portal – Flash Video
• Self Service Accelerator - Sharepoint
Customer Experience

SAP Cloud4Utilities
Customer Experience
Customer
Request
Search
Products
Sign
Order
Market
Analysis
Product
Definition
Launch &
Marketing
Orchestrate
Order
Order
Execution
Fulfillment
Conclusion
Consumption &
EDM
Billing
& Invoicing
Payment
Handling
Management
Selling
Product Definition
& Marketing

178
INTERNAL
German Meter Operator: Scope Clusters
MaCo
Cloud
S/4HANA
Utilities
C4U
/
Multicloud
Market Processes & Message Formats for Germany
Role: Meter Operator
Master Data
Updates*
Meter Operator Germany
Billing Enhancements
(MOS Billing)*
Intelligent Metering*
Energy Amount Handling
MaCo
Integration
Master Data
Business
Exceptions
via
C4U
programm
Business Process Integration for Germany (Event implementation)
Master Data Model for Germany (UBD implementation)
* Business Processes for Germany
Delivered Scope
Partially delivered Scope
Planned Scope

179
INTERNAL
MaCo Infrastructure: Overview of Scope Clusters
MaCo
Cloud
S/4HANA
Utilities
C4U
/
Multicloud
Market Message Transfer Enhanced Framework for PaaS
MaCo Adapter
S/4 Integration C4U Integration
MaCo
Integration
Master Data
Business
Exceptions
via
C4U
programm
Process Engine Operations Apps
Business User Apps
Process Engine
FIORI Apps
Delivered Scope
Partially delivered Scope
Planned Scope
Timeline: DS0 + Supplier until Q4/2021

180
INTERNAL
Market Communication as a Service
Safeguarding customers critical market processes
Customer business needs
§ No disruption in business processes end to end including regular changes in market processes and formats
§ Efficient risk mitigation and no capacity or bandwidth to perform tests for each update cycle
Delivery approach and scope
§ SAP runs MaCo infrastructure framework in the cloud
§ SAP implements market processes based on regulation requirements
§ Customer subscribes to service
§ SAP runs market processes and messaging on the cloud solution
§ Customer’s master data is stored in the backend. No (permanent) replication of master data to the cloud.
§ Business decisions are forwarded to the backend
Benefits
§ Up to date solution on latest technology
§ Software and process updates due to regulatory
changes included in the service
§ Business and IT can focus on business
processes
§ Automated execution of data exchange and
market processes leveraging SAP HANA DB
§ Fast adoption of latest functionality
§ Reduced implementation effort of regulatory
changes
§ Lower test effort
§ Monitoring and exception management
necessary for business processes only
Quick Reduced Costs
Value Adding

181
INTERNAL
MACO Cloud Integration
§ Integration of market processes into
business processes
§ Validations and business decisions
Reg. Business Processes
§ Billing of meter operation services
§ Intelligent metering systems
§ Billing of energy feeding-in
§ Billing of over- and undertake amounts
§ Master data updates in switching
processes
§ …
S/4HANA
Reg. Business Processes
MACO
Market
processes
UI – Monitoring & Exception Mgmt.
Market
partner
Market Message
Transactions
(Converter)
SAP Cloud Plattform
EMT
MACO
SAP
Cloud
Integration
UI – Monitoring & Exception Mgmt.
§ Monitoring of market processes and market messages
Market-
process
§ Set up and maintenance of market partner data (email, contact
data, GLN, etc.)
§ Implementation of the market processes per market partner
§ Automated execution of the market processes according to
market rules
Market
Partner
Data
Market Message
Transactions (Converter)
§ Sending and Receiving of EDIFACT messages
as email and AS/2
§ Mapping of messages
§ De-/encryption of messages
§ Management of certificates
S/4HANA SAP Market Communication for Utilities
MACO Cloud Integration

182
PUBLIC
SAP Market Communication in the German Energy Market
Starting point
§ Joint development of the
IDE(X) solutions (VV2) with the
start of deregulation in
Germany
§ Continuous development and
provision of additional on-
premise products as a result of
regulatory changes
§ Introduction of the common
layer and the use of process
configuration instead of
workflows
Challenges
§ Testing and maintenance effort
as a result of regulatory
changes
§ Continuous implementation of
new functionalities in customer
systems
§ Flexibility results in customer-
specific, additional solutions
Market
communication as a
service
§ Separation and outsourcing of
market processes to the cloud
§ Standardization across all
organizations
§ Automation of market processes

183
PUBLIC
Market communication and market roles in Germany – overview
Start / end /
termination of meter
operation, device
change / takeover,
measured values,
master data
Master data, device
change, invoices,
measured values,
settlement
Distribution system
operator (dMOS)
Customer/Generator
Market processes / market
communication
cMOS
Termination, start of
supply, end of supply,
master data, payments,
measured values,
settlement
Installation/operation
/maintenance/reading
of devices
Supplier
Provision and
purchase of energy
from market locations
Transmission and
distribution

184
PUBLIC
SAP solutions to model market communication
Market communication in the cloud
SAP IDEX on-premise
SAP NetWeaver
SAP IS-U
IDEX processes
Custom developments
SAP PO
Messages
and data
exchange
(non-SAP)
IDoc
EMP
Formats
Reg. business processes (DE)
SAP IS-U
SAP S/4HANA
SAP Cloud
integration
Reg. business processes
(DE)
MaCo
Market processes
Monitoring & exception handling
Market partner
data
Cloud
Messages and data exchange
SAP Cloud Platform
EMP
Market
communication
MaCo cloud integration

185
PUBLIC
4. Market partner checks and sends
response (external)
1. Business process is started
and market process triggered (on-
premise)
2. Market process is started
(cloud)
3. Message is generated and sent to market
partner (cloud)
5. Market process is carried
out (cloud) and update sent
to back end (on-premise)
6. Exception handling/checks
(on-premise) and response to
market process (cloud)
7. Market process ends
(cloud) and data
comparison is generated
(on-premise)
Process
flow

186
PUBLIC
§ Market process orchestration in the cloud with defined interfaces to the corresponding
business process in the back end
§ Market process flow is shown in E2E monitoring
§ User decisions are made in the back end using clarification cases and the decision
communicated to the market process
§ Customer-specific activities are required in the back end
§ Regulatory business processes, in terms of market communication, involve onlymaster
data retention, update, and extraction
Market processes in the cloud

187
PUBLIC
On-premise
SAP Market Communication for Utilities
Solution architecture – technical components
S/4HANA
Process engine
E-mail server
Add-
on
Add-
on
Add-
on
Market partner
IS-U
Formats Processes
Process engine
Market process
E-mail
client
AS2
interface
OData
interface
Application
Market
partner
data
SAP Cloud Platform
Cloud adapter
SAP Market Communication for Utilities
Cloud connector

188
CONFIDENTIAL
Not in current C4U
focus
industry
Utilities Regulatory
Market Processes
Market Format
Market Message
Exchange
Market Process &
Message Monitoring
Operational Tools
Cross-industry +
Industry specific
enhancements

189
PUBLIC
SAP Cloud for Utilities – Market Communication
Q4 / 2020 1
Recent Innovations 1 Q3 / 2020 1 Q1 / 2021 1
Cloud
German Market Communication
• Regulatory Changes
• Market Processes for Retailers:
• Receiving and Sending of Meter
Reading Values
• Receiving and Sending of Energy
Amounts
• Master Data Change (inbound)
• Business Data Request
Sales of commodity (deregulated
market)
• cancellation outbound
• start of supply outbound
Termination of commodity contract
(deregulated market)
• end of supply outbound for move-out
• deregistration request inbound
• deregistration note inbound
New Business User App
• Mass Process Monitoring
• Overview Market Processes
• Display Market Partner Repository
• Overview Market Messages
Download of finished Processes and
Archiving
Enhanced Search in Message App
• Completeness of Market Processes
for Meter Operator
Market Processes for Retailers (Non
German):
• Device change
• Initial Installation of mME and iMS
• Master Data Change (Outbound)
• Billing of Meter Operation
• Grid Usage Billing
• Malfunction Repair
• Meter Value Complaint

190
INTERNAL
SAP Cloud for Utilities – Market Communication
• Grid Usage Billing
• Calculation Formula
• Profile Value Complaint
• Assignment to Data Aggregation
• Energy Balancing billing
• Energy Balancing forecasting
• Transfer of commodity (deregulated market)
Market Processes for Retailers (Non German)
• Start of supply for commodity (deregulated market)
• Cancellation of commodity (deregulated market)
• Cancellation of commodity (deregulated market)
• End of supply for commodity (deregulated market)
• MaBiS
H1 2021 H2 2021

191
PUBLIC
§ The cloud process has
received the data and
checked the message.
§ With the proper receipt of
the ORDERS message,
the market
communication process
is completed.

192
PUBLIC
§ The cloud has sent the confirmation of the quotation to the S/4 system.
§ The business process is continued and the necessary data created in the S/4 system.

193
PUBLIC
§ The meter operator contract is now
“Active” and can be billed.

194
PUBLIC

195
PUBLIC

196
INTERNAL
First market role (meter operator) in
Germany available and productively used
since Dec 1st 2019
Solution approach is based on MaCo Cloud Service integrated with an
S/4HANA Utilities
Ongoing stabilization and optimization of the solution content and of cloud
operation service & tools
Content for DSO and Retailer market roles in Germany
Integration to Cloud for Utilities
Development toward a MaCo Platform as a service
Current Status & Next Steps

Contact information:
F name L name
Title
Address
Phone number
Thank you.

© 2019 SAP SE or an SAP affiliate company. All rights reserved.
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The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
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