NEW BUSINESS PROCESSES TO CREATE AN EFFICIENT PROCESSING OF SERVICE ORDERS IN A METERING POINT OPERATION
Groupe E entrusted the cc energie ag as a specialist for outsourced service processes of energy suppliers in order to provide their services. Requirement: all business processes should be organized efficiently and optimized permanently.
This also applies to processes in the range of metering point operation, e.g. blocking a meter (this includes forwarding to a collection process), unblocking a meter, meter reading, assembly, disassembly and change of meters or additional devices. This sort of assignment is executed by a technician of Groupe E. Aim of the project Nomade was to ensure an efficient and seamless workflow of the assignment from initiation to execution up to follow-up processes.
We were tasked to design the new corresponding business processes, to implement seamlessly in SAP IS-U and SAP EAM, to define the interfaces to the corresponding components and to ensure a secure communication between the single components.
OUR APPROACH
Using ABAP Proxies in SAP IS-U allowed the integration of both SAP POs as middleware. Due to incompatibility of the interfaces to «Praxedo» we developed a sophisticated mapping. Via programming language «xsl Transformation (xslt)» comprehensive translation rules were created ensuring a smooth data exchange between the order-triggering system and the order management system. Secured communication channels via SSL and TLS come into effect for the entire communication.
Triggering the order as well as the automated process of orders occurs on the basis of SAP EAM and SAP IS-U. Interfaces transfer the orders with all needed information to the order management system «Praxedo» which is a cloud solution. Here the orders are disposed and transferred to the mobile device of the corresponding technician who can now complete the order. Settled orders are reported back to SAP via interfaces and are registered automatically via a sophisticated subsequent processing in SAP EAM and SAP IS-U.
It is possible to configure the implemented subsequent processing for order types according to a modular principle. The single modulars automate tasks, which SAP Standard is currently unable to deliver, e.g. change of master data, relocation of material, billing-related installation as well as messages to agents and customers. A cockpit shows an uncluttered status of all orders and enables the precise execution of special case orders.
All in all, our implementation cost consisted of approx. 40% for defining interfaces and developing the mapping and round about 60% for redesign and seamless implementation of the processes in SAP IS-U.
ABOUT THE ENTERPRISES
cc energie supports Swiss energy supply companies with ranging services and specialized know-how about customer service centers, billing, business change management and marketing services. cc energie was founded in 2005 as a subsidiary of the renowned energy enterprises BKW Energie AG and Groupe E AG.
Experts in comprehensive energy solutions
Groupe E helps its customers in Western Switzerland to realize their projects by offering them comprehensive, efficient and sustainable solutions, whether in the generation and distribution of electricity and heat, electrical installations, building services, soft mobility, air conditioning or water treatment. As an exemplary employer, Groupe E supports the skills development of its 2,300 employees and 250 apprentices as well as the work-life balance.
For more information, visit the website www.groupe-e.ch.
THE RESULT
A clear gain for flexibility and efficiency: the employees of cc energie’s customer center and also the corresponding technicians of Groupe E are enabled to collect orders and execute them with technical support both on their desktop and on mobile devices. Now, the new designed business processes run free from media interruption and reduce the administrative effort significantly.
The initial project duration lasted round about 10 months. Many follow-up projects aiming to expand processes resulted from this smooth collaboration.
