Meet the Speakers!

Tim Tebow

Professional Athlete

Special Guest Keynote: Professional Athlete Tim Tebow

Join two-time national champion, first-round NFL draft pick and Heisman Trophy winner, Tim Tebow for…

Read more >

Paula Gold-Williams

Chief Executive Officer, CPS Energy

The Future of Energy

CPS Energy, the electric utility serving San Antonio, TX and the 2018 SAP for Utilities…

Read more >

Michael O’Donnell

National Vice President, Utilities, SAP

Operating Purpose in a Changing World

This year, SAP launched a new brand narrative that highlights the unique ability of business…

Read more >

Stefan Wolf

Solution Management Utilities, SAP

Mapping the Journey to the Intelligent Utility Enterprise

Never before have utility companies faced so much change.  Some customers have become energy producers. …

Read more >

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group…

Read more >

Retha Hunsicker

Vice President Customer Connect - Solutions , Duke Energy Corporation

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google?…

Read more >

Transforming for the Future at Duke Energy

Duke Energy, one of the largest electric power holding companies in the United States, supplying…

Read more >

Kurt Sweetser

Director IT Customer Service Re-Platform, Southern California Edison

Transforming Customer Service with SAP Cloud for Customer

Southern California Edison (SCE) will be the first large utility in North America to go…

Read more >

Jennifer Stafford

Vice President, Database & Data Management, Utilities, SAP

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google?…

Read more >

Brett Reynolds

Vice President, Marketing & Product Development, FirstEnergy

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google?…

Read more >

Mark Mitchell

Manager of Asset Management, CenterPoint Energy

Asset Analytics for Digital Utility

CenterPoint Energy implemented SAP Predictive Maintenance and Service (PdMS) to provide an end-to-end solution to…

Read more >

Mike Hatsios

Director, DTE Customer Service Innovation, DTE Energy

Customer Transformation Post Go Live: When Great Doesn’t Always Feel Great

DTE Energy had operational, functional and customer oriented/experience business challenges that led them to choose…

Read more >

Quincy Chapman

Senior Manager Project Management, OGE Energy Corp

Enabling SAP ISU for Smart City Initiatives

The trend of all the light manufactures moving away from the traditional lights to LED…

Read more >

Donna McNally

Director, Network Projects & Initiatives, AVANGRID

Year of Progress: Exploring Strategy, Results & Lessons Learned from Central Maine Power’s CIS Transformation

Regulatory shifts, micro-generation issues, growing customer expectations, and the influence of social media have driven…

Read more >

Matthew Croucher

Director of Business Analytics, Entergy

Advanced Analytics Journey to Speed Transformation of the Business

Entergy has created a strategic analytics roadmap, including developing an analytics organization, staffing, and implementing…

Read more >

Ravi Malick

Senior Vice President & Chief Information Officer, Vistra Energy

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google?…

Read more >

Daniel Linder

Program Manager, San Diego Gas & Electric Company

CIS: Out with the Old & In with the New

SDG&E is on the journey to replace its aging legacy CIS with a platform that…

Read more >

Gerard Curley

Deputy Chief Financial Officer, Navajo Tribal Utility Authority

First-Ever C/4HANA Integration with IS-U via SAP Cloud Platform

The Navajo Tribal Utility Authority (NTUA) had a mandate to implement a new call center…

Read more >

Terena Boyer

Director, Utility Customer Operations, OGE Energy Corp

Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer…

Read more >

Gerard Lonergan

SAP HCM/EAM Manager, City of San Diego

I AM San Diego: An Enterprise Framework for Sustainable Asset Management

Join the City of San Diego to learn how they integrated SAP EAM with PowerPlan’s…

Read more >

Gabriel Clivio

IT Manager, MetroGAS

M360 – The Metrogas Digital Transformation Towards a Customer-Centric Organization

Metrogas is the largest Natural Gas Distribution company of Argentina and, by extension, of the…

Read more >

Gururaj Veershetty

Senior Delivery Manager, Wipro Technologies

National Grid’s Digital Transformation to Cloud Solutions (Ariba, FieldGlass, Concur & SuccessFactors)

National Grid’s successful journey into cloud solutions transformed the company’s strategic vision of leading a…

Read more >

Cyndra Fulton

Business Analyst, NorthWestern Energy

Traceable, Verifiable & Complete: Implementation of GIS-SAP, LAM & GEF for Material Traceability

Learn about NorthWestern Energy’s 2018 project to address the Pipeline Hazardous Materials Safety Administration’s (PHMSA)…

Read more >

David Baron

Performance Management & Organizational Strategy, SoCalGas

Machine Learning in Utilities: Building America’s Next Top Model

Included in this session will be a brief history of Machine Learning and a deep…

Read more >

Ben Edelbrock

VP Digital Innovation – Utilities, SAP

SAP Innovation Factory, Driving a Materials Traceability Blockchain

The SAP Innovation Factory, built with SAP Leonardo, is a co-innovation model which allows customers…

Read more >

Joanne Fletcher

Vice President, Energy & Water Solutions, SEW

Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer…

Read more >

Tammy Powlas

Senior Business Analyst, Fairfax Water

Takin’ It to the Cloud: SAP Analytics Cloud Proof of Concept at Fairfax Water

Learn about Fairfax Water’s experience performing a proof of concept for SAP Analytics Cloud and…

Read more >

Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer…

Read more >

Ted Wagner

SAP NS2 Chief Information Security Officer, SAP, National Security Services

Roundtable Discussion: Cybersecurity in the Cloud, Are you Ready?

Cyber-attacks on high profile commercial, critical infrastructure, and public-sector organizations continue to increase and dominate…

Read more >

Ronald Pascual

SAP Service Owner, National Grid

National Grid’s Digital Transformation to Cloud Solutions (Ariba, FieldGlass, Concur & SuccessFactors)

National Grid’s successful journey into cloud solutions transformed the company’s strategic vision of leading a…

Read more >

Bill Ryan

Vice President SAP SuccessFactors Sales - Utilities, SAP SuccessFactors

Roundtable Discussion: Cybersecurity in the Cloud, Are you Ready?

Cyber-attacks on high profile commercial, critical infrastructure, and public-sector organizations continue to increase and dominate…

Read more >

Joe Brentin

Solution, Architect, Critigen

Hydro One Continues to Expand Integrated Work Management with Mobile SAP/GIS Integration

Hydro One, Ontario’s largest electric utility, is continuing to expand their investment in integrated work…

Read more >

Stefan Lysenko

Manager Technical Infrastructure, E.ON AG

First Year of Automating SAP Utilities Processes with Robotics

E.ON is accelerating business and making standard processes more efficient by implementing robot process automation.…

Read more >

Karen Kirwan

Chief Information Officer, CPS Energy

Preparing San Antonio as a Community for the Future

Join this session to hear how CPS Energy, the 2018 SAP for Utilities host utility,…

Read more >

Laura McCrae

Senior Data & Analytics Consultant, Snohomish County PUD

Making the Leap: How SnoPUD Leverages HTAP & Dashboards for Data Driven Decisions

Learn how Snohomish County Public Utility District (SnoPUD) exposes actionable business insights and business critical performance…

Read more >

Ryan Lambert

Business Delivery Lead, Puget Sound Energy

PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision…

Read more >

Thomas Lord

Vice President, Chief Information Officer, UGI

United & Empowered: How UGI Supercharged its Customer Information Platform with SAP Technology

Faced with rising customer expectations and decades-old technology, UGI leaders understood it was time for…

Read more >

Cindy Hoffman

Senior Manager, EDM, Xcel Energy

Creating Enterprise Information Excellence in a Complex Utilities Environment

Every data transformation has its challenges, especially when working with large teams, multiple systems and…

Read more >

Jean Melton

Business Analyst Consultant, NorthWestern Energy

Traceable, Verifiable & Complete: Implementation of GIS-SAP, LAM & GEF for Material Traceability

Learn about NorthWestern Energy’s 2018 project to address the Pipeline Hazardous Materials Safety Administration’s (PHMSA)…

Read more >

Paul Caffery

Senior Director, Enterprise Scheduling & Dispatch, PG&E

Standing Up a “One PG&E” Approach to Planning, Scheduling & Dispatching of Work

Across PG&E, different areas of the business ranging from gas to power generation are using…

Read more >

Joe VrBanek

Manager, Corporate Projects, Hydro One

Hydro One Continues to Expand Integrated Work Management with Mobile SAP/GIS Integration

Hydro One, Ontario’s largest electric utility, is continuing to expand their investment in integrated work…

Read more >

Raiford Smith

Vice President, Energy Technology & Analytics, Entergy

Advanced Analytics Journey to Speed Transformation of the Business

Entergy has created a strategic analytics roadmap, including developing an analytics organization, staffing, and implementing…

Read more >

Mike Boyle

VP, Business Development & Strategic Partnerships, ASUG

SAP Superheroes: Finding and Training the Workforce of Today and Tomorrow

ASUG’s mission is to help people and organizations get the most value out of their…

Read more >

Robyn Tweedy

Manager of Retail Technology & Billing, Nebraska Public Power District

Why Successful AMI Projects Should Go Hand-in-Hand with Business Process Optimization & Automation

With the dynamic and competitive nature of the energy marketplace along with ever-increasing customer expectations,…

Read more >

Robert Straubinger

Industry Solution Manager, SAP

S/4HANA Utilities for Customer Management

Learn about the simplified version of SAP CRM embedded into S/4HANA. Customer management, also known…

Read more >

Gautam Sonde

Architect - AMS/IG Data Analytics, CenterPoint Energy

Asset Analytics for Digital Utility

CenterPoint Energy implemented SAP Predictive Maintenance and Service (PdMS) to provide an end-to-end solution to…

Read more >

Eric Cruz

IT Project Manager, CenterPoint Energy

CenterPoint Energy’s HANA-Readiness Journey with Quick Archiving Wins

CenterPoint Energy will share step-by-step how they developed a successful HANA ECC migration strategy &…

Read more >

Mansur Ali Mohammed

Senior Manager – IT Architecture, Digital & Innovation, AVANGRID

Enabling Innovation in Gas Pipeline Monitoring Leveraging SAP Leonardo for AVANGRID

The energy transportation pipeline network of the United States consists of over 2.5 million miles…

Read more >

Phil Prentiss

Senior Application Analyst, Snohomish County PUD

Making the Leap: How SnoPUD Leverages HTAP & Dashboards for Data Driven Decisions

Learn how Snohomish County Public Utility District (SnoPUD) exposes actionable business insights and business critical performance…

Read more >

Matt Grover

Application Architect, Puget Sound Energy

PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision…

Read more >

Robert Osborn

Director Corporate Economic Development, Xcel Energy

Smart City Initiatives & Utility Engagement

This presentation will focus on the necessity of collaboration between communities and utilities to define…

Read more >

Theresa Burch

Metering Services, Puget Sound Energy

PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision…

Read more >

Roundtable Discussion: PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision…

Read more >

Chad Edens

Senior Manager, CR&B/AMI , Utegration

Why Successful AMI Projects Should Go Hand-in-Hand with Business Process Optimization & Automation

With the dynamic and competitive nature of the energy marketplace along with ever-increasing customer expectations,…

Read more >

Dondi Schneider

Managing Director, Accenture USA

Customer Transformation Post Go Live: When Great Doesn’t Always Feel Great

DTE Energy had operational, functional and customer oriented/experience business challenges that led them to choose…

Read more >

Chetan Singh

Senior Manager, Utegration

Enabling SAP ISU for Smart City Initiatives

The trend of all the light manufactures moving away from the traditional lights to LED…

Read more >

Deepak Sood

Chief Executive Officer & Chief Technology Officer, Auritas, LLC

CenterPoint Energy’s HANA-Readiness Journey with Quick Archiving Wins

CenterPoint Energy will share step-by-step how they developed a successful HANA ECC migration strategy &…

Read more >

Richard Catalano

Delivery Executive, Utopia Global

Creating Enterprise Information Excellence in a Complex Utilities Environment

Every data transformation has its challenges, especially when working with large teams, multiple systems and…

Read more >

Jerry Cavalieri

Chief Executive Officer, HPC America

First-Ever C/4HANA Integration with IS-U via SAP Cloud Platform

The Navajo Tribal Utility Authority (NTUA) had a mandate to implement a new call center…

Read more >

Rob Medary

Vice President, SAP Business Transformation, HCL

Transforming Customer Service with SAP Cloud for Customer

Southern California Edison (SCE) will be the first large utility in North America to go…

Read more >

Andy Hancock

NA Regional Lead - Innovation & Industry 4.0, Digital Supply Chain, SAP

Redefining Asset Management in the Digital World

Join SAP and Vesta Partners in a conversation about the digitalization of asset management and…

Read more >

Erik Schrampf

Solution Expert - Digital Supply Chain COE, SAP

Redefining Asset Management in the Digital World

Join SAP and Vesta Partners in a conversation about the digitalization of asset management and…

Read more >

Justin Ladenburger

Director of Enterprise Solutions, Vesta Partners

Redefining Asset Management in the Digital World

Join SAP and Vesta Partners in a conversation about the digitalization of asset management and…

Read more >

Bob Stoyko

Vice President Marketing & Customer Relations , UGI Utilities

Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer…

Read more >

Sai Sridhar

Senior Manager, Deloitte Consulting LLP

Year of Progress: Exploring Strategy, Results & Lessons Learned from Central Maine Power’s CIS Transformation

Regulatory shifts, micro-generation issues, growing customer expectations, and the influence of social media have driven…

Read more >

Paul Kurchina

Community Advocate, ASUG

ASUG Utilities Reception Sponsored by Smart Energy Water

Join us on at Bar Rojo in the Grand Hyatt for an informal networking reception on Monday, October…

Read more >

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group…

Read more >

Sue Daulton

Management Analyst, City of Tacoma

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group…

Read more >

Dieter Körber

Vice President, Head of Product Management & Development Utilities, SAP

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group…

Read more >

Blake Thurman

Presales Engineer - Regulated Industries, SAP

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group…

Read more >

Inge Opreel

Chief Information Officer, FARYS

Roundtable Discussion: Cloud for Utilities – SaaS offering for the Intelligent Enterprise

Gain insight into SAP’s strategy and roadmap for a modern, SaaS-based offering for the wider…

Read more >

Tarun Khanna

Sales Lead - Energy and Utilities- North America, Wipro USA

Enabling Innovation in Gas Pipeline Monitoring Leveraging SAP Leonardo for AVANGRID

The energy transportation pipeline network of the United States consists of over 2.5 million miles…

Read more >

Robert Hancock

Vice President of Sales, SIGGA

The Perfect Plant: The Future of SAP Plant Maintenance in the New Paradigm of IOT & AI

The future is now! The advents of IOT and AI are increasingly transforming plant management processes.…

Read more >

Felecia Etheridge

Chief Customer Engagement Officer, CPS Energy

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female…

Read more >

Carolyn Shellman

Chief Legal & Administrative Officer, CPS Energy

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female…

Read more >

Danielle Miller

CIS Transformation Manager, San Diego Gas & Electric

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female…

Read more >

Rajani Adapa

Lead Application Developer, Atmos Energy

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female…

Read more >

Dion DiCristofaro

oCFO Center of Excellence, SAP

Why S/4HANA Finance Matters: The Best of SAP’s Intelligent Finance Release

Digital finance is becoming reality, as the 1809 release of S/4HANA Finance puts predictive capabilities,…

Read more >

Gavin Cain

Platinum Consultant, SAP

SAP Utilities Co-Innovation for Program Eligibility & Enrollment

The SAP n-ROLL program is the combined innovation of strategic customer engagement, the Innovative Business…

Read more >

DJ Taylor

Delivery Executive, SAP

SAP Utilities Co-Innovation for Program Eligibility & Enrollment

The SAP n-ROLL program is the combined innovation of strategic customer engagement, the Innovative Business…

Read more >

David Steinbruck

Senior Director Enterprise Architect - DDM COE, SAP

Setting a Data Strategy for Outcome-Driven Governance

In this session, we will share best practices and lessons learned from customers in building…

Read more >

Raul Arenas

Innovation Manager & Enterprise Architect, SAP

Transactive Energy Networks

Electricity Utilities around are aware of the decentralization trends in the industry. It is often…

Read more >

Ramin Bagheri

Business Developer, SAP

Digital Assistant for Utilities Customers

Digital Assistant or Smart response system for Utilities customers is an instant, direct and rich…

Read more >

Amanda Harris

Solution Engineer, SAP

Manage Grid Assets in Real Time with Virtual Reality & Drones

Experience the next generation of utilities inspection and maintenance in this virtual reality demonstration, showcasing…

Read more >

Duke Lee

Director, Big Data Services, SAP

Big Data 4U: Utility Use Cases and More

Swimming in data? Thinking about investing in data lake and machine learning for actionable insights…

Read more >

Ankur Jain

Director, Big Data Services, SAP

Big Data 4U: Utility Use Cases and More

Swimming in data? Thinking about investing in data lake and machine learning for actionable insights…

Read more >

Robert Taylor

Senior Solution Consultant, SAP

Leveraging Innovative Technology in Procurement

Let SAP Ariba’s innovations in concepts like Machine Learning help your personnel build better RFPs…

Read more >

Axel Memminger

Chief Product Expert & Lead Product Owner Cloud for Utilities, SAP

Roundtable Discussion: Cloud for Utilities – SaaS offering for the Intelligent Enterprise

Gain insight into SAP’s strategy and roadmap for a modern, SaaS-based offering for the wider…

Read more >

Drive Green: A Click2Cash Journey with Electric Vehicles

Tom Winter, Electric Vehicle driver, decides to buy a Drive Green bundle that consists of…

Read more >

Calvin Wu

Industry Value Advisor, SAP

Next Generation Benchmarking

In an ever-changing digital environment, utilities are showing willingness to make bold moves and looking…

Read more >

Matus Marusak

Industry Value Advisor, SAP

Next Generation Benchmarking

In an ever-changing digital environment, utilities are showing willingness to make bold moves and looking…

Read more >

Al Guddemi

Vice President, Celonis

Roadmap to Operational Efficiencies via Targeted Automation

Utilities are looking to drive operational efficiencies by automating manual activities and eliminating rework. By…

Read more >

Alejandro Reyes

IT Program Management Director, AES

The Power of Being Global with S4: Leveraging SAP Digital Business Services & MaxAttention to Successfully Transform with S4HANA

AES Program Management Director Alejandro Reyes will provide insight into the company’s journey to deploying…

Read more >

Andrea Maspero

SAP Services Director, SAP

The Power of Being Global with S4: Leveraging SAP Digital Business Services & MaxAttention to Successfully Transform with S4HANA

AES Program Management Director Alejandro Reyes will provide insight into the company’s journey to deploying…

Read more >

David Hamilton

Sales Executive at Fieldglass, SAP

Services Procurement & External Workforce Management in Utilities

In order to scale effectively in response to environmental events, address skills shortages, and position…

Read more >

Joey Haney

Sales Executive at Fieldglass, SAP

Services Procurement & External Workforce Management in Utilities

In order to scale effectively in response to environmental events, address skills shortages, and position…

Read more >

Suzanne Audiss

Vice President at Ariba, SAP

Roundtable Discussion: The Power of Ariba for Leveraging Innovation at the City of Tacoma

Leveraging SAP’s cloud procurement solution to modernize the City of Tacoma’s supply chain was the…

Read more >

Kathy Vaughan

Business Solutions, Technical Manager, City of Tacoma

Roundtable Discussion: The Power of Ariba for Leveraging Innovation at the City of Tacoma

Leveraging SAP’s cloud procurement solution to modernize the City of Tacoma’s supply chain was the…

Read more >

Paul Federighi

Assistant Director of IT, City of Tacoma

Roundtable Discussion: The Power of Ariba for Leveraging Innovation at the City of Tacoma

Leveraging SAP’s cloud procurement solution to modernize the City of Tacoma’s supply chain was the…

Read more >

William Donoghue

Director, Finance Technology Enablement, National Grid

Roundtable Discussion: Meeting the Evolving Demands in FERC Accounting

Join SAP and National Grid to discuss current challenges in FERC reporting and understand options…

Read more >

Kathleen Wilhide

Office of CFO, SAP

Roundtable Discussion: Meeting the Evolving Demands in FERC Accounting

Join SAP and National Grid to discuss current challenges in FERC reporting and understand options…

Read more >

Mike Callas

Senior Manager, Deloitte

United & Empowered: How UGI Supercharged its Customer Information Platform with SAP Technology

Faced with rising customer expectations and decades-old technology, UGI leaders understood it was time for…

Read more >

 
 

Thank You to our Sponsors

 
  •  
    Utegration
     
    Platinum Sponsor
     
  •  
    Smart Energy Water (SEW)
     
    Platinum Sponsor
     
  •  
    Eventful Conferences
     
    A Collaboration between
     
  •  
    ASUG
     
    A Collaboration between
     
  •  
    SAP
     
    A Collaboration between
     

Follow Us

Special Guest Keynote: Professional Athlete Tim Tebow

Join two-time national champion, first-round NFL draft pick and Heisman Trophy winner, Tim Tebow for a Q&A style keynote. Hear his insights into leadership and teamwork as he draws on his experience playing in the NFL for the Denver Broncos, New York Jets and New England Patriots. Plus, hear his perceptive on creating and driving community service projects from his work with the Tim Tebow Foundation. The foundation fulfills its mission of helping those in their darkest hour of need by making dreams come true for children with life-threatening illnesses, special needs or circumstances. Tebow is currently a professional baseball player with the New York Mets and a college football analyst for the SEC Network.

The Future of Energy

CPS Energy, the electric utility serving San Antonio, TX and the 2018 SAP for Utilities host utility will kick off the conference with their leader, Paula-Gold Williams, President & Chief Executive Officer. Join this exciting keynote to hear Paula’s perspective on Future of Energy, and the path CPS Energy is taking to be a leader in the energy provider space.  This includes:


  • “Flexible Path” approach for our customers

  • Managing our investment priorities for the future

  • Embracing disruptive technologies

Operating Purpose in a Changing World

This year, SAP launched a new brand narrative that highlights the unique ability of business to solve some of the world’s biggest problems.  Utilities are at the core of this ideal, because serving communities is at the heart of what you do each and every day.  As part of the 11th Annual Excellence in Utilities Awards, we’re proud to announce our inaugural Purpose Driven Utility award – which will be given to the utility organization that goes beyond simply “keeping the lights on”, and is a champion in their community.  What better way to celebrate these achievements than on the mainstage!

Mapping the Journey to the Intelligent Utility Enterprise

Never before have utility companies faced so much change.  Some customers have become energy producers.  More municipalities are participating in Smart Cities. There is mounting pressure to seek out renewable sources of energy.  And on top of all this, utilities are collecting data from smart home devices from meters to thermostats.  By analyzing these vast data lakes and creating the intelligent enterprise, utility companies can now launch new service-based business models that will become increasingly important revenue sources moving forward.  SAP is helping utilities understand key data trends and mapping the journey to the intelligent utility enterprise.

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group meeting hosted by ASUG. Jumpstart your SAP for Utilities conference experience by joining us for this special session. Following this meeting please join us for the SAP for Utilities opening reception.

In addition to networking with your peers, You will…


  • Gain insights into SAP’s current Utility strategies and start shaping your Intelligent Energy Enterprise

  • Hear about recent SAP Utility industry developments defined by you (SAP Utility customers/ASUG)

  • Engage in SAP’s industry “Next Practices” and share your thoughts on several new digitally enabled business processes

  • Get a conference preview and quick start to make the most out of your conference experience

  • Opportunity to network with industry peers and SAP SMEs

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google? Tesla? With load continually declining, and renewables increasing… is it time to diversify your customer offerings? This panel will give direct, customer insights into additional revenue streams your peers are looking (and already jumping!) into. From M&A to utility marketplaces, innovation centers and new business models – you’re bound to be rethinking your strategy in an increasingly competitive utility landscape.

Transforming for the Future at Duke Energy

Duke Energy, one of the largest electric power holding companies in the United States, supplying and delivering electricity to approximately 7.4 million U.S. customers, is undertaking an expansive customer transformation program called Customer Connect.  The program is foundational to transforming the customer experience and required for Duke Energy to achieve their strategic vision for the benefit of customers.  Throughout the implementation timeline, the team will harness the power and capabilities of SAP’s suite of products to:


  • simplify experiences through simplicity, consistency and personalization,

  • strengthen business through modernizing technologies, increasing efficiencies and adding measurable value and

  • advance opportunities by empowering their work, enabling their future, and fueling Duke Energy’s passion

Transforming Customer Service with SAP Cloud for Customer

Southern California Edison (SCE) will be the first large utility in North America to go live with Cloud for Customer part of SAP’s C/4 HANA Service Suite. Unlike traditional ECC or CRM, the Hybris roadmap is rapidly evolving and being influenced by the collective requirements of the utility industry. SCE will discuss its experience in this journey to prepare utilities for the new paradigm that involves – release planning, quarterly updates, regression testing and SAP support.

Key Business Benefits:


  • Take advantage of the latest investments being made in SAP’s road map with quarterly release of new feature sets

  • Streamlined integration with third-party systems

  • Intuitive user experience and navigation capabilities

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google? Tesla? With load continually declining, and renewables increasing… is it time to diversify your customer offerings? This panel will give direct, customer insights into additional revenue streams your peers are looking (and already jumping!) into. From M&A to utility marketplaces, innovation centers and new business models – you’re bound to be rethinking your strategy in an increasingly competitive utility landscape.

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google? Tesla? With load continually declining, and renewables increasing… is it time to diversify your customer offerings? This panel will give direct, customer insights into additional revenue streams your peers are looking (and already jumping!) into. From M&A to utility marketplaces, innovation centers and new business models – you’re bound to be rethinking your strategy in an increasingly competitive utility landscape.

Asset Analytics for Digital Utility

CenterPoint Energy implemented SAP Predictive Maintenance and Service (PdMS) to provide an end-to-end solution to the operations and engineering business. The PdMS platform is designed to provide more insight into the life cycle of CNP’s assets by analyzing various key attributes.  Multiple disparate data sources are consolidated resulting in easier analytical decision making and a focus on higher risk assets to optimize capital resources.  Repeatable, consistent and correct data gathering results in reduced data collection/correlation; increasing available time for analytics and decision making.  Adjustable algorithm constants allow for the fine-tuning of health scores as more understanding of the assets is gained over time, resulting in more accurate reporting and visualizations.  By visualizing characteristics of assets, multiple benefits have been realized including business process improvement opportunities and operational efficiencies.  URD loops were the first asset to be incorporated into the PdMS environment as it has provided valuable insight into the Cable Life Extension Program and where to best focus that capital investment.  CenterPoint Energy will continue to incorporate additional assets as the data and needs become apparent.

Key Business Benefits:


  • Asset Life Cycle development and PdMS product lead to identifying operational process improvements for URD

  • Benefitted with cost savings and efficiency to correlate data results and generate analytics to focus on making repeatable, consistent and correct decisions

  • The platform chosen is not limited by asset types or classes, and facilitates the utilization of condition based monitoring, maintenance and risk mitigation

Customer Transformation Post Go Live: When Great Doesn’t Always Feel Great

DTE Energy had operational, functional and customer oriented/experience business challenges that led them to choose SAP and Accenture to help solve those challenges with a set of new technologies, processes and innovations.  The program led to many successes including a 360-degree view of our customers, enhanced customer service options across the meter-to-cash lifecycle and automation within customer marketing and analytics.  DTE Energy takes great pride in the stabilization efforts that enabled the organization to:  achieve critical call deflection goals (through enhanced digital capability), stabilize AHT/ASA within 45 days post go live, turn on collections via an expedited schedule, insource our call center staffing and re-start of the AMI roll out earlier than planned.  Near the 1-year post go live mark, however, the program stabilization and operations team did get behind in a couple of stabilization areas requiring a laser focused SWAT team (DTE, Accenture and SAP) approach to ensure that operational impacts were not broadly felt.  The session will review the DTE Energy journey how you can learn from their wins and our misses.

Key Business Benefits:


  • Outperformed corporate targets on AHT, ASAand call deflection within the same year as go live

  • Improved self-service and other digitally enabled customer functions

  • Simplified rate/price changes and reduced time to value for other system/process enhancements

Enabling SAP ISU for Smart City Initiatives

The trend of all the light manufactures moving away from the traditional lights to LED lights triggered the potential to save operational cost by nearly 30% and made a compelling reason to deploy the new industry standard of LED lights. Additionally, the prospects of leveraging and extending the already existing smart meter mesh network to manage LED lights made it more attractive to move towards implementing SMART LED lights.

Itron’s Street Light Vision product offered various features to enable and control the LED lights and was easily integrated with the existing SAP ISU system at Oklahoma Gas and Electric. This helped stream line work order process and automate existing business processes like remote disconnect/reconnect, maintenance order creation for lights based on specific events. In addition, the SL.V’s interface was be used by call center agents to identify non-working lights accurately.

Key Business Benefits:


  • Reduce operation cost by 30%

  • Increase operational efficiencies

  • Ability to track assets in the field more efficiently

Year of Progress: Exploring Strategy, Results & Lessons Learned from Central Maine Power’s CIS Transformation

Regulatory shifts, micro-generation issues, growing customer expectations, and the influence of social media have driven the need for big changes at Central Maine Power Company, Maine’s largest electric utility. Moving aggressively with SAP technology last year, Central Maine Power undertook an ambitious program to become a more forward-thinking, customer-centric utility. The vision? To deliver new efficiencies and a new level of customer satisfaction by rapidly providing reliable outage information, accelerating service order response, and improving self-service options—while also reinventing customer care operations and increasing billing accuracy. Find out how Central Maine Power—one year into its transformation—is seeing new results and new value. Join us to learn what it took to replace a 25-year-old CIS system with SAP Customer Relationship and Billing (CR&B) and integrate it with AMI infrastructure. Discussion will provide insights on lessons learned as well as specific back-office and customer-facing benefits achieved.

Key Business Benefits:


  • Improved meter to cash business processes that enables business agility in the ability to quickly adjust to regulatory needs and growing customer needs

  • Increase efficiencies through improved billing functionality, automate complex billing, business process automation and standardization

  • SAP CR&B platform helped CMP to provide more value and enhance customer experience by delivering more personable and comprehensive customer experience.

Advanced Analytics Journey to Speed Transformation of the Business

Entergy has created a strategic analytics roadmap, including developing an analytics organization, staffing, and implementing on-premise and cloud-based capabilities with an enterprise-wide focus (beyond traditional customer or AMI focus).  Entergy’s analytics platform utilizes widely-accepted and open-source tools and has scaled up quickly.  The analytics results to-date have been outstanding, and Entergy is continuing to implement new use cases.  Join this session to learn more about the history, approach and specific use cases now in progress.

Customer Panel: Carrying the Load – Diversifying Revenue Streams Amidst Demand Decline

Are you looking into the future, and envisioning your utility as the next Amazon? Google? Tesla? With load continually declining, and renewables increasing… is it time to diversify your customer offerings? This panel will give direct, customer insights into additional revenue streams your peers are looking (and already jumping!) into. From M&A to utility marketplaces, innovation centers and new business models – you’re bound to be rethinking your strategy in an increasingly competitive utility landscape.

CIS: Out with the Old & In with the New

SDG&E is on the journey to replace its aging legacy CIS with a platform that can adapt and thrive in a rapidly changing industry. Join this session to understand how utilities can partner with SDG&E and SAP to deliver the utility platform of the future.

This session will cover:

SDG&E’s legacy architecture and key pain points such as: lack of agility, disparate and disconnected systems and increasing cost of ownership.

Industry and regulatory drivers such as: ToU, Community Choice Aggregation, Energy Efficiency & Conservation, Electric Vehicles, and Distributed Energy Resources.

Customer expectations such as: 360-Degree View, Proactive and Personalized Interactions, Omni-channel, and IoT.

How SDG&E spent a year working with SAP and other utilities in preparation.

Answers to questions including: Why did we choose SAP? What has led us towards a hybrid cloud architecture utilizing key components of C/4HANA? How are we collaborating with SAP to deliver the utility platform of the future?

Key Business Challenges:


  • De-risking the program

  • Innovation with SAP

  • Meet customer expectations

First-Ever C/4HANA Integration with IS-U via SAP Cloud Platform

The Navajo Tribal Utility Authority (NTUA) had a mandate to implement a new call center to increase operational efficiency and improve customer satisfaction across its 27,000 square mile territory.

In April 2017, NTUA made a cutting-edge choice: rather than implement an on-premises CRM that would further stretch its IT resources, the call center would use SAP C/4HANA connected to the utility’s on-prem ECC 6.0/IS-U system via SAP Cloud Platform middleware. Nine months after kickoff, NTUA became the first utility in the U.S. to put such a system into production.

This session will showcase how utilities can benefit from C/4HANA even before upgrading to S/4HANA, and present NTUA’s business case for selecting C/4HANA; key lessons learned from the implementation and subsequent upgrade cycles; and results since the January 2018 go-live. NTUA’s HANA-powered, cloud-based CRM now tracks customer interactions in detail, improves responsiveness to payment inquiries, reduces the chance of unnecessary shut-offs, and establishes a mobile-ready foundation for field technicians—all while leveraging NTUA’s existing SAP ERP.

Key Business Benefits:


  • Supported new call center with a modern, feature-rich CRM to improve customer satisfaction

  • Provided customer-facing team members with a great UX — anywhere, on any device

  • Established an infrastructure to standardize customer service practices across headquarters and district locations

Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer dynamics. Today customers’ expectations are not just limited to the traditional transaction of service and payments, but go beyond to convenience, education, empowerment, and digital customer experience. Hear how three different utilities – UGI, Oklahoma Gas & Electric & Fairfax Water deployed Smart Energy Water (SEW’s) Smart Customer Mobile (SCM®), a self-service platform integrated with SAP Cloud Platform, to address a range of customer needs from consumption patterns to service outage notifications and from account management to bill payments. Panelists will discuss how they are able to connect with customers through real time engagement through digital web and mobile platforms.

I AM San Diego: An Enterprise Framework for Sustainable Asset Management

Join the City of San Diego to learn how they integrated SAP EAM with PowerPlan’s Asset Investment Optimization solution to create a citywide Strategic Asset Management Plan. First, 28 legacy systems and 19 separate applications were consolidated into a fully integrated solution that provides a comprehensive and up to date inventory of the city’s infrastructure assets. Next, the city put the data to work, developing long-range capital investment plans with actual and forecasted lifecycle event costs. This data-driven approach has brought transparency and objectivity to the planning process, allowing San Diego to mitigate the risk of aging infrastructure and deferred maintenance backlogs.

Attendees of this session will learn about some of the challenges the city faced and lessons they can bring back to their organizations, including how to develop a business case for a transformative organizational project.

Key Business Benefits:


  • Holistic planning and prioritization of infrastructure investments will allow San Diego to maintain its world class amenities and continue to be a destination city

  • A systematic approach facilitates the long-term stability and sustainability of the city’s asset management program

  • An objective and transparent process provides internal and external stakeholders a clear view of what the city is investing in and why

M360 – The Metrogas Digital Transformation Towards a Customer-Centric Organization

Metrogas is the largest Natural Gas Distribution company of Argentina and, by extension, of the southern part of Latin America serving almost 3 million customers. Since 2016 the company is executing a Digital Transformation Plan to face corporate goals such as improve workforce productivity, increase flexibility to face new regulatory demands and, most important, transform to a customer-centric organization.

Transformation is resulting into a new organization with improved processes and systems organized around our Customers and where SAP portfolio adoption is playing a key role as an enabler of such transition in three major areas:


  • Next Generation Commercial System by replacing  legacy applications for SAP for Utilities (IS-U) based on HANA

  • Complete support to technical Asset Lifecycle Management (SAP EAM), from investment to Commission and operations and maintenance with the support of additional applications such as Click Schedule.

  • Roadmap to create a complete “virtual office” for customers based on SAP SCP (SAP Cloud Platform) with several scenarios implemented, such as billing agent management and future ones to bring.

  • Set up a complete Analytics strategy based on the new data created and acquired from the new SAP commercial platform


Key Business Benefits:

Adopting SAP as an enabler of Digital Transformation is already providing measurable benefits in the areas of customer service, process optimization and revenue management. Additional benefits of the new platform are being identified in the ability to implement new and efficient business processes, such as material traceability, lower TCO by adopting best IT practices such as HEC (HANA Enterprise Cloud) during the project implementation phase, and we are currently measuring the benefits of the integration of the Success Factors and Ariba components implemented in parallel.

National Grid’s Digital Transformation to Cloud Solutions (Ariba, FieldGlass, Concur & SuccessFactors)

National Grid’s successful journey into cloud solutions transformed the company’s strategic vision of leading a digital utility company into reality. After building a Cloud Solution Roadmap, the journey started with a challenge to optimize a process of how to procure and analyze pattern of spend. It resulted in an improved relationship with suppliers and vendors and reducing cost to operate. Thus, the Ariba journey started.

Ariba, Concur & Fieldglass

The journey did not stop with Ariba, National Grid continued to transform the spend management process to include contingent labor, streamline procurement process, travel and expense into cloud based technology provided by SAP. Better visibility and control of the spend, improved audit functionality and expanded supplier network to dial down costs while integrating with SAP seamlessly led to choose Ariba and Concur. Fieldglass was chosen to build singular unified approach for managing Contingent workforce across National Grid globally.

SuccessFactors

National Grid has selected SAP SuccessFactors solutions for human capital management (HCM) to help drive digital transformation, tap into the full potential of employees and turn purpose into performance. SAP SuccessFactors Employee Central will help streamline and simplify National Grid’s HR processes, provide greater visibility of the company and teams, and enable employees to more quickly know their colleagues no matter where they are located. National Grid expects increased efficiency in its processes and operations, centralized and secure records on all employees, and consolidated analytics and reporting. This implementation will help realize the company’s vision, provide associates with the optimal workplace, show a firm commitment to talent and guarantee the best opportunities for professional development. It will connect people strategy to your business strategy and drive real business results by ensuring organizational alignment, optimizing people performance, and building competitive advantages with greater workforce insights.

Key Business Benefits:


  • Optimize business process by streamlining the end to end solution reducing manual effort

  • Significantly reduce the cost of maintenance and support

  • Effectively utilize the best of the breed SAP Cloud Solutions in the digital transformation


 

Traceable, Verifiable & Complete: Implementation of GIS-SAP, LAM & GEF for Material Traceability

Learn about NorthWestern Energy’s 2018 project to address the Pipeline Hazardous Materials Safety Administration’s (PHMSA) requirement for traceable, verifiable and complete data for gas transmission pipeline components.  From SAP receipt of affected materials, to issue of components to work orders, thru to GIS as-built process, see how the two-way GIS-SAP interface manages the flow of critical data between the two systems.  Dual entry of data has been eliminated.

This project also included a transition to SAP Linear Asset Management and implementation of SAP’s new Geo Framework (GEF) for geo-enablement of gas transmission assets and work management.  This is believed to be the one of the first implementations of GEF (in production) for EAM.

Key Business Benefits:


  • Regulatory compliance for efficient tracking of critical gas transmission pipeline materials

  • Ability for operations personnel to track all maintenance and repairs performed on pipeline assets from an interactive map in SAP

  • Facilitates single point of entry for both GIS and SAP data

Machine Learning in Utilities: Building America’s Next Top Model

Included in this session will be a brief history of Machine Learning and a deep dive into some use cases that leverage Machine Learning. Changing decades-old, entrenched business practices which are changing expectations, both internally and for external customers.  Use cases that will be explored include:


  • Collections departments: ML approaches from determining which customers are most likely to pay, to predicting customer accounts most likely to be written off as bad debt

  • Advanced Meters: Building load profiles and usage patterns using autoregressive models and deep learning networks


Going beyond the hype, this session will demonstrate that the rise of Machine Learning is changing business practices, raising customer expectations, and improving business results.

Key Business Benefits:

  • Understand how machine learning fits into organizational culture

  • Learn progressive use cases that take advantage of machine learning approaches

  • Gain insights into future ML applications

SAP Innovation Factory, Driving a Materials Traceability Blockchain

The SAP Innovation Factory, built with SAP Leonardo, is a co-innovation model which allows customers to operationalize the capabilities of the SAP platform (AI, Machine Learning, Blockchain, Predictive, Big Data and Analytics) to deliver solutions with unique business value for the client. Under this approach, SAP will summarize the working concept of the factory, highlighting an innovative use case, the Material Traceability Blockchain. For clients interested in the current working group for the Material Traceability use case, this session will provide a baseline understanding of the concept, an opportunity to provide feedback, as well as an opportunity  to join the consortium.

Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer dynamics. Today customers’ expectations are not just limited to the traditional transaction of service and payments, but go beyond to convenience, education, empowerment, and digital customer experience. Hear how three different utilities – UGI, Oklahoma Gas & Electric & Fairfax Water deployed Smart Energy Water (SEW’s) Smart Customer Mobile (SCM®), a self-service platform integrated with SAP Cloud Platform, to address a range of customer needs from consumption patterns to service outage notifications and from account management to bill payments. Panelists will discuss how they are able to connect with customers through real time engagement through digital web and mobile platforms.

Takin’ It to the Cloud: SAP Analytics Cloud Proof of Concept at Fairfax Water

Learn about Fairfax Water’s experience performing a proof of concept for SAP Analytics Cloud and get first hand feedback on the product’s capabilities.  Attend to understand how Fairfax Water determined project scope, goals, and objectives based on key elements of its overall BI strategy and roadmap. Learn how it built the proof of concept team and identified the right projects. Review the sample data set used and how it can be shared with external parties along with a live demo of solution.

Key Business Benefits:


  • Learn about SAP's data discovery go-forward solution

  • Gain insight on how customers make selections, without any analytics knowledge

  • Software as a service eases the load on a busy IT group

Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer dynamics. Today customers’ expectations are not just limited to the traditional transaction of service and payments, but go beyond to convenience, education, empowerment, and digital customer experience. Hear how three different utilities – UGI, Oklahoma Gas & Electric & Fairfax Water deployed Smart Energy Water (SEW’s) Smart Customer Mobile (SCM®), a self-service platform integrated with SAP Cloud Platform, to address a range of customer needs from consumption patterns to service outage notifications and from account management to bill payments. Panelists will discuss how they are able to connect with customers through real time engagement through digital web and mobile platforms.

Roundtable Discussion: Cybersecurity in the Cloud, Are you Ready?

Cyber-attacks on high profile commercial, critical infrastructure, and public-sector organizations continue to increase and dominate today’s headlines.  Protecting confidential and sensitive employee data while also meeting an ever-changing array of regulatory requirements is not always easy.  Factor in questions regarding how to best take advantage of the cloud, and your organization maybe facing more questions than answers.

Key topics discussed:


  • Demystifying the cloud and its components

  • What criteria should you use in considering migration to the cloud?

  • Important questions to ask during a cloud migration project

  • Can you actually increase the security of  your data by moving to the cloud?

  • What Cloud offerings does SAP have?

National Grid’s Digital Transformation to Cloud Solutions (Ariba, FieldGlass, Concur & SuccessFactors)

National Grid’s successful journey into cloud solutions transformed the company’s strategic vision of leading a digital utility company into reality. After building a Cloud Solution Roadmap, the journey started with a challenge to optimize a process of how to procure and analyze pattern of spend. It resulted in an improved relationship with suppliers and vendors and reducing cost to operate. Thus, the Ariba journey started.

Ariba, Concur & Fieldglass

The journey did not stop with Ariba, National Grid continued to transform the spend management process to include contingent labor, streamline procurement process, travel and expense into cloud based technology provided by SAP. Better visibility and control of the spend, improved audit functionality and expanded supplier network to dial down costs while integrating with SAP seamlessly led to choose Ariba and Concur. Fieldglass was chosen to build singular unified approach for managing Contingent workforce across National Grid globally.

SuccessFactors

National Grid has selected SAP SuccessFactors solutions for human capital management (HCM) to help drive digital transformation, tap into the full potential of employees and turn purpose into performance. SAP SuccessFactors Employee Central will help streamline and simplify National Grid’s HR processes, provide greater visibility of the company and teams, and enable employees to more quickly know their colleagues no matter where they are located. National Grid expects increased efficiency in its processes and operations, centralized and secure records on all employees, and consolidated analytics and reporting. This implementation will help realize the company’s vision, provide associates with the optimal workplace, show a firm commitment to talent and guarantee the best opportunities for professional development. It will connect people strategy to your business strategy and drive real business results by ensuring organizational alignment, optimizing people performance, and building competitive advantages with greater workforce insights.

Key Business Benefits:


  • Optimize business process by streamlining the end to end solution reducing manual effort

  • Significantly reduce the cost of maintenance and support

  • Effectively utilize the best of the breed SAP Cloud Solutions in the digital transformation


 

Roundtable Discussion: Cybersecurity in the Cloud, Are you Ready?

Cyber-attacks on high profile commercial, critical infrastructure, and public-sector organizations continue to increase and dominate today’s headlines.  Protecting confidential and sensitive employee data while also meeting an ever-changing array of regulatory requirements is not always easy.  Factor in questions regarding how to best take advantage of the cloud, and your organization maybe facing more questions than answers.

Key topics discussed:


  • Demystifying the cloud and its components

  • What criteria should you use in considering migration to the cloud?

  • Important questions to ask during a cloud migration project

  • Can you actually increase the security of  your data by moving to the cloud?

  • What Cloud offerings does SAP have?

Hydro One Continues to Expand Integrated Work Management with Mobile SAP/GIS Integration

Hydro One, Ontario’s largest electric utility, is continuing to expand their investment in integrated work management based on the early success of their major business transformation project, called Move to Mobile (M2M).  The M2M initiative included upgrades to major business systems including SAP, PCAD, Telematics, and GIS.  The most impactful and visible change was the addition of SAP’s Work Manager for distribution line crews.  The mobile solution includes robust GIS integration allowing field workers to see all notifications and GIS layers on a map, create new notification from the map, and take GIS data offline.  The integration of GIS into Work Manager is also transforming the way line crews capture information about assets they are putting in service.  Their previous process was paper-based and took 3-6 months to complete causing data divergences between SAP and GIS.  The new process allows line crews to visualize and edit designs on a map, with edits getting back to GIS for QA/QC in days not months.

Based on the success of the M2M project Hydro One is now implementing the Forestry Technology Enablement Project (FTEP). The objective of FTEP is to improve work management capabilities, processes, and mobility enablement for the Forestry crews by implementing an SAP integrated solution that is based on M2M but tailored to Forestry requirements. FTEP is part of a larger initiative to implement a new maintenance strategy and program called Optimal Cycle Protocol, transitioning from a 10 year to a 3-year maintenance cycle to reduce safety risks, improve reliability, reduce unit cost, and improve customer satisfaction

During this presentation Hydro One will share lessons learned and quantifiable benefits from the M2M project and explain how the success of M2M has led to the FTEP project.

Key Business Benefits:


  • Working Smarter - Viewing assets on the map enables field workers to see assets in their true location relative to connected assets and customer locations.  Crews avoid unnecessary trips to assets that don’t require maintenance and they can see other crew locations on the map for better coordination and mutual aid.

  • Better Information - GIS and SAP data is synchronized nightly and delivered via Critigen’s Geocache Manager™ as an offline cache to the mobile device, allowing workers to click on the map for timely asset information.  An enhanced “As-Built” editing tool allows workers to update electrical asset information during installation, resulting in better data governance, improved latency and safety.

  • Saving Time - With a single application for mapping and work, crews spend less time on the screen and more time installing and maintaining electric assets.  Office workers spend less time re-keying information from paper forms, with a 6-month reduction in processing time.

First Year of Automating SAP Utilities Processes with Robotics

E.ON is accelerating business and making standard processes more efficient by implementing robot process automation. The server-based software robots access E.ON’s IS-U and CRM systems via regular user interface and thus require no changes within the backend systems. The processes are automated not by IT personnel but by qualified users. The presentation gives insight into the details of the solution architecture, the processes in-scope of first wave, the cooperation between business and IT, and the overall experience with that endeavor.

Key Business Benefits:


  • Automation as self-service for business

  • Integration made simple

  • Non-modified SAP systems

Preparing San Antonio as a Community for the Future

Join this session to hear how CPS Energy, the 2018 SAP for Utilities host utility, is embracing the concept of Smart Cities, and how San Antonio is positioned to be a more connected, inclusive and resilient community.

The session will cover how CPS Energy is preparing to support the community and its residents.


  • How do we define Smart Cities in San Antonio?

  • What role will CPS Energy play in enabling SmartSA?


Key Takeaways:

  • Our approach

  • Capabilities (Current and Future)

  • Emerging technologies

Making the Leap: How SnoPUD Leverages HTAP & Dashboards for Data Driven Decisions

Learn how Snohomish County Public Utility District (SnoPUD) exposes actionable business insights and business critical performance metrics using a blend of BI platforms and Hybrid Transactional/Analytical Processing (HTAP).  Whether you’re developing or contemplating performance dashboards, cloud-based BI tools, virtual data models, or agile delivery this session provides ample food for thought on the development approach, user-interface considerations, and lessons learned with using BOBJ Webi, PowerBI and HANA, as well as some surprising business discoveries and unexpected benefits.

Key Business Benefits:


  • Deliver data to decision makers at the right time in the right format using the right interface

  • Enable exception detection and root-cause analysis (e.g identifying $12M out of balance issue)

  • Uncover answers and value even where you weren’t looking

PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision to dramatically improve our interactions with customers across all digital channels and optimize our internal work and data management practices.  To achieve this vision, PSE established the Get to Zero program which spans five major sub-programs: Customer Engagement and Digital Experience, Billing and Payments, Integrated Work Management (IWM), Data Management, and Big Data Analytics.  We told you about our journey to date, including our quick wins that are already producing customer satisfaction and service level improvements.

 

This year, come see demos of, and hear about our major new GTZ releases, including:


  • Our new Web, Mobile and IVR digital channels and the delightful and consistent cross channel experience they will bring our customers

  • Our Digital Core Architecture which integrates on-prem SAP ECC, CRM and MCF with our cloud-based digital channels using a micro-services architecture and a wide variety of AWS services

  • Our Billing Performance Improvement project and how we reduced our billing exceptions (“EMMA”) cases 4th quartile to 1st quartile levels


GTZ Business Benefits/Objectives:

  • We will be so good at what we do, that we have all but eliminated the need for customers to call us

  • PSE will make and act on its commitments to our customers with confidence, and provide the same accurate information to them, no matter the channel

  • We will know who our customers are, anticipate their needs, and proactively inform them of things they care about through their preferred communications channel

United & Empowered: How UGI Supercharged its Customer Information Platform with SAP Technology

Faced with rising customer expectations and decades-old technology, UGI leaders understood it was time for a change. Merger and acquisition activities had compounded the challenge of serving customers effectively—with different business units relying on different applications. Teaming with Deloitte, UGI streamlined business processes, deployed leading-edge SAP technologies, and transformed customer engagement with a common platform that unites employees and customers. Discover how UGI’s Project UNITE has delivered modern capabilities that will ultimately help reduce call volumes, improve billing accuracy, and increase customer satisfaction. Learn how UGI worked with Deloitte to improve and effectively manage back-office processes, deploy SAP Business Suite on HANA, and deliver relevant, real-time data to customers and management. Discussion will explore what it took to plan and go live  with a unified platform that enables employees to spend more time analyzing and acting on data—and less time fielding customer calls and correcting data. Join us for behind-the-scene insights into UGI’s journey!

Creating Enterprise Information Excellence in a Complex Utilities Environment

Every data transformation has its challenges, especially when working with large teams, multiple systems and tools in a complex utilities environment. When Xcel Energy kicked off their Productivity through Technology (PTT) initiative in 2012, its goal was to uncover innovative solutions to ease employee work challenges while improving operational reliability. Xcel Energy, with the help of Utopia Global, underwent a data migration in a multi-parallel implementation environment to streamline, simplify and improve work processes across the company.

Traceable, Verifiable & Complete: Implementation of GIS-SAP, LAM & GEF for Material Traceability

Learn about NorthWestern Energy’s 2018 project to address the Pipeline Hazardous Materials Safety Administration’s (PHMSA) requirement for traceable, verifiable and complete data for gas transmission pipeline components.  From SAP receipt of affected materials, to issue of components to work orders, thru to GIS as-built process, see how the two-way GIS-SAP interface manages the flow of critical data between the two systems.  Dual entry of data has been eliminated.

This project also included a transition to SAP Linear Asset Management and implementation of SAP’s new Geo Framework (GEF) for geo-enablement of gas transmission assets and work management.  This is believed to be the one of the first implementations of GEF (in production) for EAM.

Key Business Benefits:


  • Regulatory compliance for efficient tracking of critical gas transmission pipeline materials

  • Ability for operations personnel to track all maintenance and repairs performed on pipeline assets from an interactive map in SAP

  • Facilitates single point of entry for both GIS and SAP data

Standing Up a “One PG&E” Approach to Planning, Scheduling & Dispatching of Work

Across PG&E, different areas of the business ranging from gas to power generation are using a range of technology and varied business processes. The team set out to reduce the technology debt and create a “solution set” that all work would be visible to everyone from. Learning from the success of the internal PG&E mobility team, the Enterprise PS&D team adopted a business driven, technology enabled approach utilizing the same design thinking and agile methodology. Through this work PG&E has been able to align all affordability initiatives under one PS&D strategy and re-engineer all PS&D processes to achieve common, consistent processes. Join this session to hear how PG&E is using a green field approach in a new PM instance of S/4HANA and interface back to existing ECC system. This technology enablement, combined with completely re-engineered business processes, will deliver a streamlined approach for work management at PG&E.

Hydro One Continues to Expand Integrated Work Management with Mobile SAP/GIS Integration

Hydro One, Ontario’s largest electric utility, is continuing to expand their investment in integrated work management based on the early success of their major business transformation project, called Move to Mobile (M2M).  The M2M initiative included upgrades to major business systems including SAP, PCAD, Telematics, and GIS.  The most impactful and visible change was the addition of SAP’s Work Manager for distribution line crews.  The mobile solution includes robust GIS integration allowing field workers to see all notifications and GIS layers on a map, create new notification from the map, and take GIS data offline.  The integration of GIS into Work Manager is also transforming the way line crews capture information about assets they are putting in service.  Their previous process was paper-based and took 3-6 months to complete causing data divergences between SAP and GIS.  The new process allows line crews to visualize and edit designs on a map, with edits getting back to GIS for QA/QC in days not months.

Based on the success of the M2M project Hydro One is now implementing the Forestry Technology Enablement Project (FTEP). The objective of FTEP is to improve work management capabilities, processes, and mobility enablement for the Forestry crews by implementing an SAP integrated solution that is based on M2M but tailored to Forestry requirements. FTEP is part of a larger initiative to implement a new maintenance strategy and program called Optimal Cycle Protocol, transitioning from a 10 year to a 3-year maintenance cycle to reduce safety risks, improve reliability, reduce unit cost, and improve customer satisfaction

During this presentation Hydro One will share lessons learned and quantifiable benefits from the M2M project and explain how the success of M2M has led to the FTEP project.

Key Business Benefits:


  • Working Smarter - Viewing assets on the map enables field workers to see assets in their true location relative to connected assets and customer locations.  Crews avoid unnecessary trips to assets that don’t require maintenance and they can see other crew locations on the map for better coordination and mutual aid.

  • Better Information - GIS and SAP data is synchronized nightly and delivered via Critigen’s Geocache Manager™ as an offline cache to the mobile device, allowing workers to click on the map for timely asset information.  An enhanced “As-Built” editing tool allows workers to update electrical asset information during installation, resulting in better data governance, improved latency and safety.

  • Saving Time - With a single application for mapping and work, crews spend less time on the screen and more time installing and maintaining electric assets.  Office workers spend less time re-keying information from paper forms, with a 6-month reduction in processing time.

Advanced Analytics Journey to Speed Transformation of the Business

Entergy has created a strategic analytics roadmap, including developing an analytics organization, staffing, and implementing on-premise and cloud-based capabilities with an enterprise-wide focus (beyond traditional customer or AMI focus).  Entergy’s analytics platform utilizes widely-accepted and open-source tools and has scaled up quickly.  The analytics results to-date have been outstanding, and Entergy is continuing to implement new use cases.  Join this session to learn more about the history, approach and specific use cases now in progress.

SAP Superheroes: Finding and Training the Workforce of Today and Tomorrow

ASUG’s mission is to help people and organizations get the most value out of their SAP systems. To that end, they’ve conducted two separate surveys to understand what people and organizations need to be successful. Two themes emerged: 1. Companies and individuals need more opportunities for training and, 2. There is a clear need for the gig economy within the SAP ecosystem.  Come hear the results from the State of the Community and the SAP Gig Economy studies, and find out what ASUG is doing to meet the needs of SAP customers in these areas.

Why Successful AMI Projects Should Go Hand-in-Hand with Business Process Optimization & Automation

With the dynamic and competitive nature of the energy marketplace along with ever-increasing customer expectations, the modern utility must strive to deliver high levels of customer service while operating in an efficient manner through well thought out business processes and innovative tools.  AMI (Advanced Metering Infrastructure) is one of those tools. To fully harness the power of AMI, the utility must not look at an AMI implementation as just another metering project driven by a single silo of the organization.  AMI is impactful across the entire organization and the project must be inclusive of all business process areas such as Billing, Customer Service, Operations, and Engineering.  In this session we will discuss how to approach an AMI project, how to effectively leverage technology to optimize and automate business processes, and how one utility is not only delivering operational efficiency, but also outstanding customer service and employee satisfaction with their AMI implementation.

Key Business Benefits:


  • Automation of business processes

  • Increased operational efficiencies

  • Improved customer and employee satisfaction

S/4HANA Utilities for Customer Management

Learn about the simplified version of SAP CRM embedded into S/4HANA. Customer management, also known as S4CRM, provides the well-known web client user interface for energy and water customer service with over 40 ready to use standard processes. It runs on a harmonized data model in one consolidated system without the need for replication or middleware, which reduces the TCO. It is a path for three scenarios, either customers running CRM 7 today, or customers running an older version of IS-U CIC today, or new IS-U implementations looking for customer service options when going to S/4HANA.

Asset Analytics for Digital Utility

CenterPoint Energy implemented SAP Predictive Maintenance and Service (PdMS) to provide an end-to-end solution to the operations and engineering business. The PdMS platform is designed to provide more insight into the life cycle of CNP’s assets by analyzing various key attributes.  Multiple disparate data sources are consolidated resulting in easier analytical decision making and a focus on higher risk assets to optimize capital resources.  Repeatable, consistent and correct data gathering results in reduced data collection/correlation; increasing available time for analytics and decision making.  Adjustable algorithm constants allow for the fine-tuning of health scores as more understanding of the assets is gained over time, resulting in more accurate reporting and visualizations.  By visualizing characteristics of assets, multiple benefits have been realized including business process improvement opportunities and operational efficiencies.  URD loops were the first asset to be incorporated into the PdMS environment as it has provided valuable insight into the Cable Life Extension Program and where to best focus that capital investment.  CenterPoint Energy will continue to incorporate additional assets as the data and needs become apparent.

Key Business Benefits:


  • Asset Life Cycle development and PdMS product lead to identifying operational process improvements for URD

  • Benefitted with cost savings and efficiency to correlate data results and generate analytics to focus on making repeatable, consistent and correct decisions

  • The platform chosen is not limited by asset types or classes, and facilitates the utilization of condition based monitoring, maintenance and risk mitigation

CenterPoint Energy’s HANA-Readiness Journey with Quick Archiving Wins

CenterPoint Energy will share step-by-step how they developed a successful HANA ECC migration strategy & roadmap for success.  Explore details, tips & tricks and lessons learned while archiving 570 million records without impacting business transactions to gain immediate cost savings and leverage Native SAP & OpenText.

Key Business Benefits:


  • Steps to developing HANA business case with archiving wins

  • Tips that can be used to develop your own S/4HANA business case

  • How archiving lays the foundation for the journey to legal retention compliance

  • Leverage native SAP functionality with OpenText for a seamless database management solution and HANA-readiness

Enabling Innovation in Gas Pipeline Monitoring Leveraging SAP Leonardo for AVANGRID

The energy transportation pipeline network of the United States consists of over 2.5 million miles of pipelines. That's enough to circle the earth about 100 times. Although it is the most efficient way known to transport, average annual cost of incidents over the last five years remain as high as $300 million. Today, by leveraging SAP Leonardo’s integrated platform, it is possible to reduce costs exponentially by applying predictive Machine Learning algorithms and efficient OT-IT (Operation and Information Technology) processes.

To lay a robust foundation on above roadmap, AVANGRID and Wipro have designed a unique self-learning decision support system to determine Pressure Alarm set-points which would not only predict but reduce false-positive alarms. This solution will also help prioritize attention to severity of leak and bring down overall remediation timeline by seamlessly integrating Historian, live weather conditions, seasonal thresholds, and SAP Work Order workflows, all on a geo-spatial dashboard with drill down capability.

Key Business Benefits:


  • Telemetry data on geospatial view with drill down capability to monitor alarms

  • Decision Support on Alarm-set points based on Machine Learning leveraging advanced TensorFlow® based algorithms

  • Automation of Plant Maintenance notification and platform to further OT/ IT Integration

Making the Leap: How SnoPUD Leverages HTAP & Dashboards for Data Driven Decisions

Learn how Snohomish County Public Utility District (SnoPUD) exposes actionable business insights and business critical performance metrics using a blend of BI platforms and Hybrid Transactional/Analytical Processing (HTAP).  Whether you’re developing or contemplating performance dashboards, cloud-based BI tools, virtual data models, or agile delivery this session provides ample food for thought on the development approach, user-interface considerations, and lessons learned with using BOBJ Webi, PowerBI and HANA, as well as some surprising business discoveries and unexpected benefits.

Key Business Benefits:


  • Deliver data to decision makers at the right time in the right format using the right interface

  • Enable exception detection and root-cause analysis (e.g identifying $12M out of balance issue)

  • Uncover answers and value even where you weren’t looking

PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision to dramatically improve our interactions with customers across all digital channels and optimize our internal work and data management practices.  To achieve this vision, PSE established the Get to Zero program which spans five major sub-programs: Customer Engagement and Digital Experience, Billing and Payments, Integrated Work Management (IWM), Data Management, and Big Data Analytics.  We told you about our journey to date, including our quick wins that are already producing customer satisfaction and service level improvements.

 

This year, come see demos of, and hear about our major new GTZ releases, including:


  • Our new Web, Mobile and IVR digital channels and the delightful and consistent cross channel experience they will bring our customers

  • Our Digital Core Architecture which integrates on-prem SAP ECC, CRM and MCF with our cloud-based digital channels using a micro-services architecture and a wide variety of AWS services

  • Our Billing Performance Improvement project and how we reduced our billing exceptions (“EMMA”) cases 4th quartile to 1st quartile levels


GTZ Business Benefits/Objectives:

  • We will be so good at what we do, that we have all but eliminated the need for customers to call us

  • PSE will make and act on its commitments to our customers with confidence, and provide the same accurate information to them, no matter the channel

  • We will know who our customers are, anticipate their needs, and proactively inform them of things they care about through their preferred communications channel

Smart City Initiatives & Utility Engagement

This presentation will focus on the necessity of collaboration between communities and utilities to define methods to enable and deploy smart street / city technology.  Issues associated with energy consumption, facility and device options, as well as understanding the roles and responsibilities between the parties will be discussed.  Attendees will develop a broader understanding of how utility assets are managed, maintained and the necessary processes required to enable integration of smart devices on utility assets.

PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision to dramatically improve our interactions with customers across all digital channels and optimize our internal work and data management practices.  To achieve this vision, PSE established the Get to Zero program which spans five major sub-programs: Customer Engagement and Digital Experience, Billing and Payments, Integrated Work Management (IWM), Data Management, and Big Data Analytics.  We told you about our journey to date, including our quick wins that are already producing customer satisfaction and service level improvements.

 

This year, come see demos of, and hear about our major new GTZ releases, including:


  • Our new Web, Mobile and IVR digital channels and the delightful and consistent cross channel experience they will bring our customers

  • Our Digital Core Architecture which integrates on-prem SAP ECC, CRM and MCF with our cloud-based digital channels using a micro-services architecture and a wide variety of AWS services

  • Our Billing Performance Improvement project and how we reduced our billing exceptions (“EMMA”) cases 4th quartile to 1st quartile levels


GTZ Business Benefits/Objectives:

  • We will be so good at what we do, that we have all but eliminated the need for customers to call us

  • PSE will make and act on its commitments to our customers with confidence, and provide the same accurate information to them, no matter the channel

  • We will know who our customers are, anticipate their needs, and proactively inform them of things they care about through their preferred communications channel

Roundtable Discussion: PSE’s Customer Driven Digital Transformation Initiative

Last year you heard about PSE’s “Get to Zero” digital transformation journey and our vision to dramatically improve our interactions with customers across all digital channels and optimize our internal work and data management practices.  To achieve this vision, PSE established the Get to Zero program which spans five major sub-programs: Customer Engagement and Digital Experience, Billing and Payments, Integrated Work Management (IWM), Data Management, and Big Data Analytics.  We told you about our journey to date, including our quick wins that are already producing customer satisfaction and service level improvements.

This year, come see demos of, and hear about our major new GTZ releases, including:


  • Our new Web, Mobile and IVR digital channels and our integration approach leveraging AWS cloud, on-premise SAP and MCF, and micro-services

  • Our Data Governance and Master Data Management successes, including how we are using SAP Information Steward

  • PSE’s rollout of SAP Mobile Work Manager, including Click Scheduler and ESRI map viewer to our Meter Network Services group, and our plans to deployment plans for rest of our mobile workforce.


PSE’s Big Data Analytics journey to the Amazon cloud and how we are leveraging it to quickly analyze SAP and non-SAP data for key customer insights

Why Successful AMI Projects Should Go Hand-in-Hand with Business Process Optimization & Automation

With the dynamic and competitive nature of the energy marketplace along with ever-increasing customer expectations, the modern utility must strive to deliver high levels of customer service while operating in an efficient manner through well thought out business processes and innovative tools.  AMI (Advanced Metering Infrastructure) is one of those tools. To fully harness the power of AMI, the utility must not look at an AMI implementation as just another metering project driven by a single silo of the organization.  AMI is impactful across the entire organization and the project must be inclusive of all business process areas such as Billing, Customer Service, Operations, and Engineering.  In this session we will discuss how to approach an AMI project, how to effectively leverage technology to optimize and automate business processes, and how one utility is not only delivering operational efficiency, but also outstanding customer service and employee satisfaction with their AMI implementation.

Key Business Benefits:


  • Automation of business processes

  • Increased operational efficiencies

  • Improved customer and employee satisfaction

Customer Transformation Post Go Live: When Great Doesn’t Always Feel Great

DTE Energy had operational, functional and customer oriented/experience business challenges that led them to choose SAP and Accenture to help solve those challenges with a set of new technologies, processes and innovations.  The program led to many successes including a 360-degree view of our customers, enhanced customer service options across the meter-to-cash lifecycle and automation within customer marketing and analytics.  DTE Energy takes great pride in the stabilization efforts that enabled the organization to:  achieve critical call deflection goals (through enhanced digital capability), stabilize AHT/ASA within 45 days post go live, turn on collections via an expedited schedule, insource our call center staffing and re-start of the AMI roll out earlier than planned.  Near the 1-year post go live mark, however, the program stabilization and operations team did get behind in a couple of stabilization areas requiring a laser focused SWAT team (DTE, Accenture and SAP) approach to ensure that operational impacts were not broadly felt.  The session will review the DTE Energy journey how you can learn from their wins and our misses.

Key Business Benefits:


  • Outperformed corporate targets on AHT, ASAand call deflection within the same year as go live

  • Improved self-service and other digitally enabled customer functions

  • Simplified rate/price changes and reduced time to value for other system/process enhancements

Enabling SAP ISU for Smart City Initiatives

The trend of all the light manufactures moving away from the traditional lights to LED lights triggered the potential to save operational cost by nearly 30% and made a compelling reason to deploy the new industry standard of LED lights. Additionally, the prospects of leveraging and extending the already existing smart meter mesh network to manage LED lights made it more attractive to move towards implementing SMART LED lights.

Itron’s Street Light Vision product offered various features to enable and control the LED lights and was easily integrated with the existing SAP ISU system at Oklahoma Gas and Electric. This helped stream line work order process and automate existing business processes like remote disconnect/reconnect, maintenance order creation for lights based on specific events. In addition, the SL.V’s interface was be used by call center agents to identify non-working lights accurately.

Key Business Benefits:


  • Reduce operation cost by 30%

  • Increase operational efficiencies

  • Ability to track assets in the field more efficiently

CenterPoint Energy’s HANA-Readiness Journey with Quick Archiving Wins

CenterPoint Energy will share step-by-step how they developed a successful HANA ECC migration strategy & roadmap for success.  Explore details, tips & tricks and lessons learned while archiving 570 million records without impacting business transactions to gain immediate cost savings and leverage Native SAP & OpenText.

Key Business Benefits:


  • Steps to developing HANA business case with archiving wins

  • Tips that can be used to develop your own S/4HANA business case

  • How archiving lays the foundation for the journey to legal retention compliance

  • Leverage native SAP functionality with OpenText for a seamless database management solution and HANA-readiness

Creating Enterprise Information Excellence in a Complex Utilities Environment

Every data transformation has its challenges, especially when working with large teams, multiple systems and tools in a complex utilities environment. When Xcel Energy kicked off their Productivity through Technology (PTT) initiative in 2012, its goal was to uncover innovative solutions to ease employee work challenges while improving operational reliability. Xcel Energy, with the help of Utopia Global, underwent a data migration in a multi-parallel implementation environment to streamline, simplify and improve work processes across the company.

First-Ever C/4HANA Integration with IS-U via SAP Cloud Platform

The Navajo Tribal Utility Authority (NTUA) had a mandate to implement a new call center to increase operational efficiency and improve customer satisfaction across its 27,000 square mile territory.

In April 2017, NTUA made a cutting-edge choice: rather than implement an on-premises CRM that would further stretch its IT resources, the call center would use SAP C/4HANA connected to the utility’s on-prem ECC 6.0/IS-U system via SAP Cloud Platform middleware. Nine months after kickoff, NTUA became the first utility in the U.S. to put such a system into production.

This session will showcase how utilities can benefit from C/4HANA even before upgrading to S/4HANA, and present NTUA’s business case for selecting C/4HANA; key lessons learned from the implementation and subsequent upgrade cycles; and results since the January 2018 go-live. NTUA’s HANA-powered, cloud-based CRM now tracks customer interactions in detail, improves responsiveness to payment inquiries, reduces the chance of unnecessary shut-offs, and establishes a mobile-ready foundation for field technicians—all while leveraging NTUA’s existing SAP ERP.

Key Business Benefits:


  • Supported new call center with a modern, feature-rich CRM to improve customer satisfaction

  • Provided customer-facing team members with a great UX — anywhere, on any device

  • Established an infrastructure to standardize customer service practices across headquarters and district locations

Transforming Customer Service with SAP Cloud for Customer

Southern California Edison (SCE) will be the first large utility in North America to go live with Cloud for Customer part of SAP’s C/4 HANA Service Suite. Unlike traditional ECC or CRM, the Hybris roadmap is rapidly evolving and being influenced by the collective requirements of the utility industry. SCE will discuss its experience in this journey to prepare utilities for the new paradigm that involves – release planning, quarterly updates, regression testing and SAP support.

Key Business Benefits:


  • Take advantage of the latest investments being made in SAP’s road map with quarterly release of new feature sets

  • Streamlined integration with third-party systems

  • Intuitive user experience and navigation capabilities

Redefining Asset Management in the Digital World

Join SAP and Vesta Partners in a conversation about the digitalization of asset management and discover the SAP suite of next-generation cloud solutions for asset management that leverage the power of SAP Leonardo and Machine Learning.

Learn how we can help you develop an environment in which you can manage asset-related information and processes throughout the complete asset lifecycle. The resulting transformation will positively affect the core business processes and systems that ultimately make your business more competitive.

SAP offers a differentiated cloud suite that connects assets across networks to support Asset 4.0 digital transformation enabling:


  • Collaborative asset networks for maximum return on assets and new business models

  • New predictive maintenance approaches for lowest costs and maximum uptime

  • Intelligently schedule resources and materials to reduce costs

  • Enable mobile workforce and manage distributed asset networks

  • Big data analytics combined with simulations for live asset performance management


If you are interested in attending this workshop, please RSVP below. Note: this workshop is only open to SAP for Utilities conference attendees.


Redefining Asset Management in the Digital World

Join SAP and Vesta Partners in a conversation about the digitalization of asset management and discover the SAP suite of next-generation cloud solutions for asset management that leverage the power of SAP Leonardo and Machine Learning.

Learn how we can help you develop an environment in which you can manage asset-related information and processes throughout the complete asset lifecycle. The resulting transformation will positively affect the core business processes and systems that ultimately make your business more competitive.

SAP offers a differentiated cloud suite that connects assets across networks to support Asset 4.0 digital transformation enabling:


  • Collaborative asset networks for maximum return on assets and new business models

  • New predictive maintenance approaches for lowest costs and maximum uptime

  • Intelligently schedule resources and materials to reduce costs

  • Enable mobile workforce and manage distributed asset networks

  • Big data analytics combined with simulations for live asset performance management


If you are interested in attending this workshop, please RSVP below. Note: this workshop is only open to SAP for Utilities conference attendees.


Redefining Asset Management in the Digital World

Join SAP and Vesta Partners in a conversation about the digitalization of asset management and discover the SAP suite of next-generation cloud solutions for asset management that leverage the power of SAP Leonardo and Machine Learning.

Learn how we can help you develop an environment in which you can manage asset-related information and processes throughout the complete asset lifecycle. The resulting transformation will positively affect the core business processes and systems that ultimately make your business more competitive.

SAP offers a differentiated cloud suite that connects assets across networks to support Asset 4.0 digital transformation enabling:


  • Collaborative asset networks for maximum return on assets and new business models

  • New predictive maintenance approaches for lowest costs and maximum uptime

  • Intelligently schedule resources and materials to reduce costs

  • Enable mobile workforce and manage distributed asset networks

  • Big data analytics combined with simulations for live asset performance management


If you are interested in attending this workshop, please RSVP below. Note: this workshop is only open to SAP for Utilities conference attendees.


Panel Discussion: Improving Digital Customer Engagement by Empowering Customers

The accelerated advent of technologies and a digitally-connected world have transformed the marketplace and consumer dynamics. Today customers’ expectations are not just limited to the traditional transaction of service and payments, but go beyond to convenience, education, empowerment, and digital customer experience. Hear how three different utilities – UGI, Oklahoma Gas & Electric & Fairfax Water deployed Smart Energy Water (SEW’s) Smart Customer Mobile (SCM®), a self-service platform integrated with SAP Cloud Platform, to address a range of customer needs from consumption patterns to service outage notifications and from account management to bill payments. Panelists will discuss how they are able to connect with customers through real time engagement through digital web and mobile platforms.

Year of Progress: Exploring Strategy, Results & Lessons Learned from Central Maine Power’s CIS Transformation

Regulatory shifts, micro-generation issues, growing customer expectations, and the influence of social media have driven the need for big changes at Central Maine Power Company, Maine’s largest electric utility. Moving aggressively with SAP technology last year, Central Maine Power undertook an ambitious program to become a more forward-thinking, customer-centric utility. The vision? To deliver new efficiencies and a new level of customer satisfaction by rapidly providing reliable outage information, accelerating service order response, and improving self-service options—while also reinventing customer care operations and increasing billing accuracy. Find out how Central Maine Power—one year into its transformation—is seeing new results and new value. Join us to learn what it took to replace a 25-year-old CIS system with SAP Customer Relationship and Billing (CR&B) and integrate it with AMI infrastructure. Discussion will provide insights on lessons learned as well as specific back-office and customer-facing benefits achieved.

Key Business Benefits:


  • Improved meter to cash business processes that enables business agility in the ability to quickly adjust to regulatory needs and growing customer needs

  • Increase efficiencies through improved billing functionality, automate complex billing, business process automation and standardization

  • SAP CR&B platform helped CMP to provide more value and enhance customer experience by delivering more personable and comprehensive customer experience.

ASUG Utilities Reception Sponsored by Smart Energy Water

Join us on at Bar Rojo in the Grand Hyatt for an informal networking reception on Monday, October 15th from 6:30 pm to 8:00 pm. We hope to have you join us, along with other SAP for Utility attendees, Smart Energy Water and ASUG, to connect and engage.

This reception open to ASUG members and non-members.

 

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group meeting hosted by ASUG. Jumpstart your SAP for Utilities conference experience by joining us for this special session. Following this meeting please join us for the SAP for Utilities opening reception.

In addition to networking with your peers, You will…


  • Gain insights into SAP’s current Utility strategies and start shaping your Intelligent Energy Enterprise

  • Hear about recent SAP Utility industry developments defined by you (SAP Utility customers/ASUG)

  • Engage in SAP’s industry “Next Practices” and share your thoughts on several new digitally enabled business processes

  • Get a conference preview and quick start to make the most out of your conference experience

  • Opportunity to network with industry peers and SAP SMEs

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group meeting hosted by ASUG. Jumpstart your SAP for Utilities conference experience by joining us for this special session. Following this meeting please join us for the SAP for Utilities opening reception.

In addition to networking with your peers, You will…


  • Gain insights into SAP’s current Utility strategies and start shaping your Intelligent Energy Enterprise

  • Hear about recent SAP Utility industry developments defined by you (SAP Utility customers/ASUG)

  • Engage in SAP’s industry “Next Practices” and share your thoughts on several new digitally enabled business processes

  • Get a conference preview and quick start to make the most out of your conference experience

  • Opportunity to network with industry peers and SAP SMEs

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group meeting hosted by ASUG. Jumpstart your SAP for Utilities conference experience by joining us for this special session. Following this meeting please join us for the SAP for Utilities opening reception.

In addition to networking with your peers, You will…


  • Gain insights into SAP’s current Utility strategies and start shaping your Intelligent Energy Enterprise

  • Hear about recent SAP Utility industry developments defined by you (SAP Utility customers/ASUG)

  • Engage in SAP’s industry “Next Practices” and share your thoughts on several new digitally enabled business processes

  • Get a conference preview and quick start to make the most out of your conference experience

  • Opportunity to network with industry peers and SAP SMEs

ASUG Jumpstart – Utility Special Interest Group Meeting – Learn, Share, Network with Your Peers

All attendees of SAP for Utilities are invited to a special Utility Special Interest Group meeting hosted by ASUG. Jumpstart your SAP for Utilities conference experience by joining us for this special session. Following this meeting please join us for the SAP for Utilities opening reception.

In addition to networking with your peers, You will…


  • Gain insights into SAP’s current Utility strategies and start shaping your Intelligent Energy Enterprise

  • Hear about recent SAP Utility industry developments defined by you (SAP Utility customers/ASUG)

  • Engage in SAP’s industry “Next Practices” and share your thoughts on several new digitally enabled business processes

  • Get a conference preview and quick start to make the most out of your conference experience

  • Opportunity to network with industry peers and SAP SMEs

Roundtable Discussion: Cloud for Utilities – SaaS offering for the Intelligent Enterprise

Gain insight into SAP’s strategy and roadmap for a modern, SaaS-based offering for the wider energy industry. Jointly discuss business case, get details on architecture and selected products, and share co-innovation experiences.

Enabling Innovation in Gas Pipeline Monitoring Leveraging SAP Leonardo for AVANGRID

The energy transportation pipeline network of the United States consists of over 2.5 million miles of pipelines. That's enough to circle the earth about 100 times. Although it is the most efficient way known to transport, average annual cost of incidents over the last five years remain as high as $300 million. Today, by leveraging SAP Leonardo’s integrated platform, it is possible to reduce costs exponentially by applying predictive Machine Learning algorithms and efficient OT-IT (Operation and Information Technology) processes.

To lay a robust foundation on above roadmap, AVANGRID and Wipro have designed a unique self-learning decision support system to determine Pressure Alarm set-points which would not only predict but reduce false-positive alarms. This solution will also help prioritize attention to severity of leak and bring down overall remediation timeline by seamlessly integrating Historian, live weather conditions, seasonal thresholds, and SAP Work Order workflows, all on a geo-spatial dashboard with drill down capability.

Key Business Benefits:


  • Telemetry data on geospatial view with drill down capability to monitor alarms

  • Decision Support on Alarm-set points based on Machine Learning leveraging advanced TensorFlow® based algorithms

  • Automation of Plant Maintenance notification and platform to further OT/ IT Integration

The Perfect Plant: The Future of SAP Plant Maintenance in the New Paradigm of IOT & AI

The future is now! The advents of IOT and AI are increasingly transforming plant management processes. In this session, we give our two cents on what this means for today's plants and how this technological revolution can help us find new ways to reduce costs, improve safety, increase efficiency, optimize workflows and drastically reduce downtime.

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female executives who are finding ways to give back through company led initiatives

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female executives who are finding ways to give back through company led initiatives

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female executives who are finding ways to give back through company led initiatives

Women in Utilities Luncheon

Join us for the annual Women in Utilities Luncheon. This year we will be honoring female executives who are finding ways to give back through company led initiatives

Why S/4HANA Finance Matters: The Best of SAP’s Intelligent Finance Release

Digital finance is becoming reality, as the 1809 release of S/4HANA Finance puts predictive capabilities, machine learning, and more to work on behalf of your business.  In today’s dynamic business and regulatory environment, an intelligent suite for finance is no longer a nice to have, but an absolute necessity.

 

This session will cover:


  • The latest S/4HANA Finance 1809 release – Intelligent Finance

  • Continuous accounting, leveraging predictive insights

  • Real-time consolidation and advanced financial close

  • Machine learning for finance

SAP Utilities Co-Innovation for Program Eligibility & Enrollment

The SAP n-ROLL program is the combined innovation of strategic customer engagement, the Innovative Business Solutions Group, and the North American Utilities Delivery team.

 

At its most basic level, SAP n-ROLL provides the framework through which Utility companies can enroll and de-enroll customers in “something” in the SAP system. That “something” is represented as a Program, and is configurable by system users to include Utilities-relevant Customer and Service Location Data, eligibility checks in BRF+, workflow routing among responsible parties, creation of Service Orders, sending and reviewing correspondence/forms, and selecting Program type, which determines the end result of enrollment (i.e. – rate change, sign up for installment plan or prepay, setting an installation fact, distributing a rebate, etc.). Once a Program is released, Users are able to enroll customers through a guided procedure that speeds up processing time, reduces errors, provides visibility into enrollment status, and simplifies end user training.

 

SAP n-ROLL is built in S/4HANA, leverages Fiori UX for all interactions, from Program setup and decommissioning to customer enrollment and de-enrollment, is integrated with C/4HANA Service Cloud through Cloud Platform Integration for seamless Front and Back Office experiences, and provides APIs to support integration with Multi Channel Foundation for Utilities, consumption of 3rd party vendor enrollment/de-enrollment data, and mass enrollment/de-enrollment activities.

SAP Utilities Co-Innovation for Program Eligibility & Enrollment

The SAP n-ROLL program is the combined innovation of strategic customer engagement, the Innovative Business Solutions Group, and the North American Utilities Delivery team.

 

At its most basic level, SAP n-ROLL provides the framework through which Utility companies can enroll and de-enroll customers in “something” in the SAP system. That “something” is represented as a Program, and is configurable by system users to include Utilities-relevant Customer and Service Location Data, eligibility checks in BRF+, workflow routing among responsible parties, creation of Service Orders, sending and reviewing correspondence/forms, and selecting Program type, which determines the end result of enrollment (i.e. – rate change, sign up for installment plan or prepay, setting an installation fact, distributing a rebate, etc.). Once a Program is released, Users are able to enroll customers through a guided procedure that speeds up processing time, reduces errors, provides visibility into enrollment status, and simplifies end user training.

 

SAP n-ROLL is built in S/4HANA, leverages Fiori UX for all interactions, from Program setup and decommissioning to customer enrollment and de-enrollment, is integrated with C/4HANA Service Cloud through Cloud Platform Integration for seamless Front and Back Office experiences, and provides APIs to support integration with Multi Channel Foundation for Utilities, consumption of 3rd party vendor enrollment/de-enrollment data, and mass enrollment/de-enrollment activities.

Setting a Data Strategy for Outcome-Driven Governance

In this session, we will share best practices and lessons learned from customers in building an enterprise data strategies and data governance management organizations. By first establishing a business outcome driven enterprise data strategy, that delivers demonstrable, business outcomes & benefits, and an ongoing enterprise data program.

Transactive Energy Networks

Electricity Utilities around are aware of the decentralization trends in the industry. It is often unclear how to position the business to best ride this upcoming wave of innovation. A small team at SAP has created a working prototype of a transactive energy system, where energy is generated and consumed locally. Physical energy totals are digitized through Smart Meters, where 1kWh of energy equals one SolarToken. The prosumer token balances are stored on a blockchain and so are the transactions (exchange of tokens) between participants.

Digital Assistant for Utilities Customers

Digital Assistant or Smart response system for Utilities customers is an instant, direct and rich customer interaction. It is a messenger type of an interface for the customers who interact with Utilities company. In this way the customer id, location, past history are already known.

Manage Grid Assets in Real Time with Virtual Reality & Drones

Experience the next generation of utilities inspection and maintenance in this virtual reality demonstration, showcasing how you can use spatial data with operational data to maintain electrical grid equipment.  When IoT sensor data from the electrical grid indicates a problem, an alert is triggered in real time.  See how you can use a drone and virtual reality interface to inspect the source of the anomaly and help determine a resolution.

Big Data 4U: Utility Use Cases and More

Swimming in data? Thinking about investing in data lake and machine learning for actionable insights that drive bottom line results? Join us for an in-depth discussion on how SAP Big Data Services, a full-service cloud data lake solution, can empower your data science team and business units to enable new revenue models and improve customer experience. Learn how SAP Big Data Services seamlessly integrates into your current data management portfolio to capture value from big data!

Big Data 4U: Utility Use Cases and More

Swimming in data? Thinking about investing in data lake and machine learning for actionable insights that drive bottom line results? Join us for an in-depth discussion on how SAP Big Data Services, a full-service cloud data lake solution, can empower your data science team and business units to enable new revenue models and improve customer experience. Learn how SAP Big Data Services seamlessly integrates into your current data management portfolio to capture value from big data!

Leveraging Innovative Technology in Procurement

Let SAP Ariba’s innovations in concepts like Machine Learning help your personnel build better RFPs and contracts, leveraging previous events, contracts, payment terms, legal changes, and more.  Make procurement more accurate and efficient, driving costs down.

Roundtable Discussion: Cloud for Utilities – SaaS offering for the Intelligent Enterprise

Gain insight into SAP’s strategy and roadmap for a modern, SaaS-based offering for the wider energy industry. Jointly discuss business case, get details on architecture and selected products, and share co-innovation experiences.

Drive Green: A Click2Cash Journey with Electric Vehicles

Tom Winter, Electric Vehicle driver, decides to buy a Drive Green bundle that consists of subscription billing for charging and parking, with a choice of flat or individual rate plan. We accompany Tom along his journey from order to cash, by showing and end-to-end process that is easy, and integrated.

Next Generation Benchmarking

In an ever-changing digital environment, utilities are showing willingness to make bold moves and looking for ways to reimagine their business. Benchmarking tool has become more essential and it is expected to increase its scope from just describing the business health to predicting the future business trajectory. The SAP Chief Digital Office, along with SAP Industry Value Advisory team are creating the Next-Generation Benchmarking that not only helps utilities benchmark themselves or identify critical gaps; but also, to guide on the best practices aligned to latest digital use cases needed to drive a high-performance, intelligent enterprise.

Next Generation Benchmarking

In an ever-changing digital environment, utilities are showing willingness to make bold moves and looking for ways to reimagine their business. Benchmarking tool has become more essential and it is expected to increase its scope from just describing the business health to predicting the future business trajectory. The SAP Chief Digital Office, along with SAP Industry Value Advisory team are creating the Next-Generation Benchmarking that not only helps utilities benchmark themselves or identify critical gaps; but also, to guide on the best practices aligned to latest digital use cases needed to drive a high-performance, intelligent enterprise.

Roadmap to Operational Efficiencies via Targeted Automation

Utilities are looking to drive operational efficiencies by automating manual activities and eliminating rework. By visualizing business processes and operationalizing insight driven changes, they are able to significantly improve processes like meter to cash, asset management, and customer service. See firsthand how some of the worlds leading Utilities are using SAP Process Mining by Celonis to improve operational excellence.

The Power of Being Global with S4: Leveraging SAP Digital Business Services & MaxAttention to Successfully Transform with S4HANA

AES Program Management Director Alejandro Reyes will provide insight into the company’s journey to deploying next generation technology on SAP S4 HANA. Challenged with a large number of distributed business located across the globe, AES needed to simplify from a multi-instance global landscape to a consolidated platform that allowed for greater agility in deploying innovative next generation technologies while driving down their overall TCO.

 

By partnering with SAP and utilizing MaxAttention to support the program, AES was not only able to move their infrastructure to HANA Enterprise Cloud but also successfully complete the conversion of the platform to SAP S4. The collaboration between AES and SAP MaxAttention provided the structure and focus to not only complete the technical conversion of the system but also allowed for a prescriptive approach to understanding and deploying the newer user experience components enabled in S4. The resulting platform has demonstrated measurable improvement in transactional performance, agility based on the ability to scale the HEC platform and reduction in the overall TCO of the platform.

The Power of Being Global with S4: Leveraging SAP Digital Business Services & MaxAttention to Successfully Transform with S4HANA

AES Program Management Director Alejandro Reyes will provide insight into the company’s journey to deploying next generation technology on SAP S4 HANA. Challenged with a large number of distributed business located across the globe, AES needed to simplify from a multi-instance global landscape to a consolidated platform that allowed for greater agility in deploying innovative next generation technologies while driving down their overall TCO.

 

By partnering with SAP and utilizing MaxAttention to support the program, AES was not only able to move their infrastructure to HANA Enterprise Cloud but also successfully complete the conversion of the platform to SAP S4. The collaboration between AES and SAP MaxAttention provided the structure and focus to not only complete the technical conversion of the system but also allowed for a prescriptive approach to understanding and deploying the newer user experience components enabled in S4. The resulting platform has demonstrated measurable improvement in transactional performance, agility based on the ability to scale the HEC platform and reduction in the overall TCO of the platform.

Services Procurement & External Workforce Management in Utilities

In order to scale effectively in response to environmental events, address skills shortages, and position themselves for success, utilities companies rely heavily on non-payroll workers and service providers.  According to the new research, External Workforce Insights 2018: The Forces Reshaping the Way Work Gets Done, 72 percent of utilities executives say the external workforce is important or very important to operating at full capacity and meeting market demands. Join SAP Fieldglass customers to learn the business benefits you can realize from engaging a flexible workforce and how to source, manage and deploy this labor.

Services Procurement & External Workforce Management in Utilities

In order to scale effectively in response to environmental events, address skills shortages, and position themselves for success, utilities companies rely heavily on non-payroll workers and service providers.  According to the new research, External Workforce Insights 2018: The Forces Reshaping the Way Work Gets Done, 72 percent of utilities executives say the external workforce is important or very important to operating at full capacity and meeting market demands. Join SAP Fieldglass customers to learn the business benefits you can realize from engaging a flexible workforce and how to source, manage and deploy this labor.

Roundtable Discussion: The Power of Ariba for Leveraging Innovation at the City of Tacoma

Leveraging SAP’s cloud procurement solution to modernize the City of Tacoma’s supply chain was the first step in the city’s journey to provide better service to internal and external customers.  With multiple business units operating at different sites, complex approval and workflow rules, and out-dated processes, this organization deployed the SAP Ariba Source-to-Settle solutions in under twelve months.  Using the inherent and modern best practices embedded in SAP Ariba and making sure that their stakeholders embraced the change management necessary, the city successfully met their internal goals to cut extraneous supply chain costs, ensure tighter regulatory compliance, and improve operations.

Roundtable Discussion: The Power of Ariba for Leveraging Innovation at the City of Tacoma

Leveraging SAP’s cloud procurement solution to modernize the City of Tacoma’s supply chain was the first step in the city’s journey to provide better service to internal and external customers.  With multiple business units operating at different sites, complex approval and workflow rules, and out-dated processes, this organization deployed the SAP Ariba Source-to-Settle solutions in under twelve months.  Using the inherent and modern best practices embedded in SAP Ariba and making sure that their stakeholders embraced the change management necessary, the city successfully met their internal goals to cut extraneous supply chain costs, ensure tighter regulatory compliance, and improve operations.

Roundtable Discussion: The Power of Ariba for Leveraging Innovation at the City of Tacoma

Leveraging SAP’s cloud procurement solution to modernize the City of Tacoma’s supply chain was the first step in the city’s journey to provide better service to internal and external customers.  With multiple business units operating at different sites, complex approval and workflow rules, and out-dated processes, this organization deployed the SAP Ariba Source-to-Settle solutions in under twelve months.  Using the inherent and modern best practices embedded in SAP Ariba and making sure that their stakeholders embraced the change management necessary, the city successfully met their internal goals to cut extraneous supply chain costs, ensure tighter regulatory compliance, and improve operations.

Roundtable Discussion: Meeting the Evolving Demands in FERC Accounting

Join SAP and National Grid to discuss current challenges in FERC reporting and understand options for meeting increased transparency in reporting.

 

Discussion & Highlights:


  • National Grid will present an overview of their modernized FERC solution

  • Issues at Hand: Cost tracing, real-time FERC, reconciliation

  • Deployment options

Roundtable Discussion: Meeting the Evolving Demands in FERC Accounting

Join SAP and National Grid to discuss current challenges in FERC reporting and understand options for meeting increased transparency in reporting.

 

Discussion & Highlights:


  • National Grid will present an overview of their modernized FERC solution

  • Issues at Hand: Cost tracing, real-time FERC, reconciliation

  • Deployment options

United & Empowered: How UGI Supercharged its Customer Information Platform with SAP Technology

Faced with rising customer expectations and decades-old technology, UGI leaders understood it was time for a change. Merger and acquisition activities had compounded the challenge of serving customers effectively—with different business units relying on different applications. Teaming with Deloitte, UGI streamlined business processes, deployed leading-edge SAP technologies, and transformed customer engagement with a common platform that unites employees and customers. Discover how UGI’s Project UNITE has delivered modern capabilities that will ultimately help reduce call volumes, improve billing accuracy, and increase customer satisfaction. Learn how UGI worked with Deloitte to improve and effectively manage back-office processes, deploy SAP Business Suite on HANA, and deliver relevant, real-time data to customers and management. Discussion will explore what it took to plan and go live  with a unified platform that enables employees to spend more time analyzing and acting on data—and less time fielding customer calls and correcting data. Join us for behind-the-scene insights into UGI’s journey!