►
From YouTube: INDUS Utilities SIG Meeting - March 2022
Description
The agenda for this meeting was as below:
11:00 - 11:05: Introduction and Welcome, Mukesh Gupta
11:05 - 11:25: SAP Solution on e-Mobility, Mohan Gupta
11:25 - 11:45: Customer Engagement solution for Utilities, Ravi Chaturvedi
11:45 - 12:00: Learning Solution from SAP, Amit Narang
12:00 - 12:20: RISE with SAP Session, Anurag Gupta
12:20 - 12:30: Questions and Networking
A
B
A
So
to
address
that
what
I,
what
we
have
started
doing
from
first
of
march,
is
we
host
a
call
every
day
which
is
called
lunch
and
learn,
and
every
day
I
bring
in
a
different
element
of
the
sap
ecosystem
to
the
to
the
conversation,
and
they
talk
about
how
they
are
driving
digital
transfer.
Helping
customers
drive
digital
transformation
in
their
respective
ways.
A
So
what
we
typically
do
is
we
have
a
theme
for
every
day,
so
every
monday
I
host
this
call
where,
for
about
25
to
30
minutes,
I
talk
about
one
perspective
around
driving
digital
transformation.
So
in
the
past
I've
spoken
about,
for
example,
there
is
a
framework
that
an
author
lindsay
herbert
talks
about
in
her
book.
Digital
transformation
called
the
build
framework,
so
I
spoke
about
that
I've
shared
about
how
do
you
pick
the
first
use
case
or
the
or
your
next
use
case
for
your
digital
journey?
A
I've
spoken
about
how
driving
digital
transformation
is
very
similar
to,
or
rather
understanding
how
buildings
live,
is
very
similar
to,
and
is
very
important
to
understand
that
in
order
to
be
able
to
drive
digital
transformation
in
your
organization
and
things
like
that
right
and
for
the
rest,
30
minutes,
it's
an
open
ask
me
anything
so
which
I
used
to
host
from
july
to
december
last
year.
So
you
can
ask
me
any
question
around
any
sap
topic
or
or
for
that
matter,
any
technology
topic.
A
I
will
try
and
answer
them
if
I
can,
if
I
can't
my
commitment
is
that
I
will
find
someone
who
can
ask
answer
your
question.
So
in
the
past
we've
had
questions
ranging
from
licensing
or
licensing
implication
to
support
to
change
management.
To
you
know,
policies
within
sap
to
how
do
you
do
a
particular
topic?
How
to
how
do
you
enable
a
particular
functionality
to
product
information?
I
mean
the
whole
camera,
so
that's
every
monday,
and
these
calls
happen
between
1
30
to
2,
30
p.m,
india
time
so,
every
day
around
lunch
time.
A
I
host
this
call
one
hour
every
day.
So
one
day
is
driving
digital
transmission
with
me,
every
tuesdays,
sorry,
every
tuesdays
I
bring
in
thought
leaders
when
I
say
thought
leaders
I
mean
either
customer
cios
or
authors
who
have
written
books
around
digital
or
innovation
or
something
like
that
or
practitioners
chros
cios
cfos,
and
they
talk
about
from
their
perspective.
A
So
today
friday,
so
I
will
be
hosting
a
partner
called
cinet
and
they
will
talk
about
how
data
migration
is
a
pain
point
that
their
product
solves
and
if
you
are
actually
looking
at
a
migration
project,
it's
a
good
session
to
attend
to
this
is
the
link
where
you
can
attend
the
session
every
day.
So
it's
the
same
link
for
all
calls.
A
So
if
you
want,
I
will
also
have
this
on
the
chat
so
that
you
can
save
it
bookmark.
It
share
it
with
your
teams.
If
you
want
your
teams
to
attend
all
these
sessions
are
recorded
and
are
done
as
linkedin
lives
so
which
means
that,
at
the
end
of
the
session,
what
we
do
is
we
also
publish
the
recordings
on
the
indus
blog.
Just
please.
Let
me
know
if
you
are
able
to
see
me
see
the
blog,
that
I
am
sharing
right
now.
A
Did
you
see
the
blog?
Yes,
so
it's
on
the
indus
website.
If
you
go
to
the
indus
community.com
website
on
the
top,
there
is
a
blog,
and
if
you
come
to
this
so
every
month
we
will
kind
of
summarize
all
of
this.
So,
for
example,
if
you
want
to
look
at
all
the
sessions
that
were
run
with
startups,
you
can
just
go
to
the
startups
and
you
will
find
all
the
recordings
available
on
this
page
right.
A
A
A
E
D
Perfect
hi
everyone
thanks
a
lot
for
joining
the
first
indus
utilities
user
group
session
for
2022..
I
am
mohan
gupta.
I
lead
the
utilities
industry
for
sap
in
asia,
pacific,
japan
and
I've
been
with
sap
for
close
to
16
years
now
in
different
roles
and
luckily
all
have
something
to
do
with
utilities
industry.
So
I've
been
part
of
this
industry
for
16
years
with
sap
and
today.
D
D
We
had
launch
of
ola,
electric
and
ether
and
other
oems
were
coming
up
with
two
wheelers.
Then
we
have
three
wheeler
four-wheeler
market,
so
it's
it's
exponentially
growing
across
across
multiple
segments
and,
of
course,
from
utilities
industry
point
of
view.
I
think
it
has
a
very
big
role
to
play
as
an
industry
and
also
there
is
a
risk
and
reward
situation.
D
So,
if
utilities
do
not
adopt
their
business
models
and
do
not
you
know,
engage
in
the
upcoming
areas,
you
know
they
will
be
left
behind
and
those
who
take
the
early
steps-
and
you
know,
take
the
take
the
risk,
I'm
sure
they
will
be
rewarded
as
well
in
the
coming
years,
because
the
potential
of
this
sector
is
immense.
It's
huge
so
today
in
next
20
20
25
minutes.
I
am
just
going
to
talk
about
at
very
high
level.
What
is
the
ev
market
value
chain?
D
What
are
the
key
parts
of
the
process?
What
are
the
challenges,
typical
challenges
and
also,
from
sap
point
of
view,
what
is
sap
strategy
to
address
this
market
and
what
we
have
already
available
as
a
solution
and
how
we
plan
to
evolve
our
e-mobility
solution
portfolio
in
in
coming
months
years
and
so
on?
D
D
Now,
if
we
look
at
the
ev
market
itself,
you
know
what
are
the
market
forces
which
are
accelerating
driving
this
whole
program
or
initiative.
The
first
thing
we
are
seeing
now
is:
you
know
from
technology
and
cost
point
of
view.
Ev
tvs
are
kind
of
now
at
parity
with
the
the
combustion
engine
vehicle,
so
the
price
difference
is
slowly
coming
down
and
I'm
sure
in
coming
coming
months
coming
years,
you
know
there
would
hardly
be
any
difference
whether
you
go
for
a
ev
vehicle
or
ice
vehicle.
Similarly,
you
know
huge
change.
D
D
D
This
is
becoming
one
of
the
key
aspects
that
they
need
to
work
and
look
at
and
all
the
shareholders
stakeholders
they
they.
They
are
pushing
the
industries
and
the
corporates
to
to
imbibe
sustainability
in
their
daily
operations
and
business
processes,
and
e-mobility
is
one
of
the
key
things
that
they
need
to
focus
on
to
decarbonize
their
their
footprint.
D
You
know
of
operations
so
again
a
lot
of
push
coming
from
corporates
in
the
segment
and
then,
of
course
you
know
there
are
you
know,
experts
who
say
you
know
from
autonomy
point
of
view
also,
when
we
are
going
towards
self-driving
makers
and
so
on.
Evs
are
matched
much
much
better
compared
to
the
classic
combustion
engine
vehicles
on
that
side,
plus
there's
a
growing
ecosystem.
D
We
are
seeing
you
know
a
lot
of
policies,
frameworks
being
pushed
by
the
government,
a
lot
of
subsidies
coming
up
and
the
whole
ecosystem
of
you
know.
The
ev
vehicles
is
going
in
terms
of
charging
infrastructure
in
terms
of
service
providers
and
so
on.
So
as
as
an
ecosystem
also,
you
know
we
are
seeing
huge,
huge
growth,
which
is
accelerating
the
penetration
of
e-mobility.
D
Now
what
are
the
typical
challenges
in
in
in
this
segment?
So
in
india?
Also,
we
know
you
know
there
are
a
lot
of
charge,
point
operators
and
e-mobility
service
providers
who
are
dealing
with
the
infrastructure,
the
hardware,
the
installations
and
so
on
and
they're.
Also,
providing
software
solutions
to
you
know,
manage
the
the
charging
stations
charge
points
and
so
on,
but
the
fundamental
challenges
right
now.
It
is
all
happening
in
silos.
D
You
know
so
one
operator
or
one
mobility
service
provider
can
only
handle
operate,
manage
specific
set
of
sites
which
they
own
and
operate.
There's
no
cross
industry
collaboration
with
other
partners
who
are
part
of
the
value
chain
and
and
hence
the
current
solutions.
From
our
point
of
view,
they
they
are
good
starting
point
for
doing
pocs,
small
pilots
and
so
on.
D
You
also
need
a
good
technology
backbone
which
can
manage
that
scale
and
also
collaborate
in
the
whole
ecosystem
and
simplify
the
the
business
processes
and
reduce
the
the
the
manual
operations.
You
know
that
that
currently
we
see
in
the
market-
and
that
is
what,
as
sap
also
has
asked
that
g
we
are
focusing
on.
D
So
if
I
look
at
sap
e-mobility,
so
what
we
aim
to
do
is
exactly
to
simplify
this
whole
ecosystem
in
terms
of
collaboration
and
in
terms
of
automation
of
business
processes.
So
you
know,
and
we
see
various
models.
You
know
there
are
corporates
who
are
providing.
You
know,
company
car
fleets
and
they
are
moving
towards
the
electric
vehicles,
so
they
need
to
manage
and
operate
their
e-fleet.
D
There
are
scenarios
where
you
know:
customers
they.
They
have
to
charge
their
e-vehicles
at
home,
so
they're
setting
up
charging
infrastructure
at
home.
There
are
charging
infrastructures
being
set
up
at
workplaces
as
well
in
office,
premises
by
various
corporates
and
also
as
ev
customers
every
now
and
then
we
have.
We
need
to
charge
our
ev
vehicles
in
public
charging
places
as
well.
So
there
are
multiple
scenarios,
which
means
you
know.
We
need
to
have
some
sort
of
technology
backbone
which
for
an
end
customer
should
simplify
the
whole
process.
D
You
know,
irrespective
of
whether
they
are
charging
at
home
or
they
are
charging
at
work
or
they
are
using
the
public
infrastructure
the
whole
engagement.
You
know
the
touch
points
that
that
a
customer
experiences
as
a
e-mobility
vehicle
owner
they
they
should
be
simplified
and
that's
what
you
know,
sap
e-mobility
solution
is
aiming
to
do
and
we
have
already
taken
the
first
steps
now.
If
we
look
at
the
the
overall
ev
charging
value
chain,
you
know
there
are
multiple
multiple
paths
to
it.
D
So
of
course,
utilities
they
are
going
to
play
a
big
role
in
the
in
the
generation
side
of
the
thing.
So
we
need
to
improve
our
infrastructure.
We
need
to
enhance
our
capacities
to
support.
You
know
thousands
and
millions
of
e-mobility
vehicles
when
they
start
charging,
sometimes
at
the
same
time,
during
peak
hours
can
our
grid
can
can
we
handle?
D
You
know
the
peak
demand
of
energy
during
those
times
and
can
we
provide
that
satisfy
that
demand
through
renewable
sources
without
having
you
know,
carbon
emissions,
so
utility
is
definitely
infrastructure,
enhancement,
they're
going
to
play
a
big
role.
Then
we
also
have
you
know:
players
who
are
going
to
work
on
the
hardware
side
of
things
providing
the
you
know,
the
the
charging
plugs
and
the
charging
technologies
from
hardware
perspective
and
then
there's
a
process
of
whole.
You
know
site
installation,
infrastructure,
installation
for
the
charging
and
setting
up
the
sites.
D
Then
ownership
and
asset
owner
asset
ownership
site
ownership
is
also
you
know,
part
of
the
value
chain,
and
then
we
have
you
know
the
charge
point
operations
and
e-mobility
service
spiders,
who
are
responsible
for
running
monitoring
the
charge,
point
operations
and
also
engaging
with
customers
and
providing
e-mobility
services
to
the
customer.
So
as
a
first
step
in
sap
e-mobility
solution,
we
are
focusing
on
this
part
of
the
value
chain,
which
is
charge,
point
operations
and
e-mobility
services.
D
So
at
high
level
we
are
looking
at
you
know:
business
capabilities
to
support
the
charge,
point
device,
management
session
management
and
also,
as
mobility
service
provider
role.
How
you
know
we
can
improve
the
overall
customer
engagement
and
customer
experience
for
so,
as
I
said,
yeah
two
main
market
roles
charge
point
operator
and
e-mobility
service
provider
which
which
we
are
focusing
on
and
and
with
our
platform
with
our
solution.
Sap
mobility
solution
any
any
entity,
even
a
utility
company.
D
So
you
you
can
act
in
two
roles
as
e-mobility
service
provider
and
charge
point
operator
so
as
charge
point
operator.
You
know
the
solution
will
be
responsible
for
managing
the
the
charging
stations
the
charge
points,
any
any
issues
that
can
be
tracked
remotely,
etc,
etc.
So
it's
taken
care
of
as
mobility
service
provider.
You
know
managing
the
the
customer
acquisition
processes
and
providing
the
tariff
contracts
and
and
discounts
loyalties,
customer
complaints.
All
all
of
those
customer
experience
aspects.
D
You
know
they
are
also
covered
in
in
the
same
solution
as
t
mobility
service
fighter.
So
with
sap,
if
you
go
for
e-mobility
as
organization,
you
can
perform
both
roles
and
it
already,
you
know,
also
manages
the
cross-industry
collaboration
scenarios
where
you
need
to
interact
with
the
e-roaming
providers
or
the
regulatory
bodies
and
so
on.
So
that
is
also
taken
care
of,
so
please
feel
free
to
interrupt
me.
I'm
not
able
to
see
the
questions
if
they're
posted
on
chat,
but
if
there
are
any
I'm
happy
to
take
them
anytime.
D
So
on
on
the
key
features,
you
know,
as
I
said,
what
we
have
delivered
in
the
first
release
of
our
solution,
is
you
know
the
charge
point
device
management
system
which,
which
simplifies
the
whole
onboarding
and
configuration
process
for
the
charging
stations
and,
and
it
is
completely
vendor
independent.
So
we
communicate
through
the
open
charge
point
protocol
1.6,
and
that
means
you
know
as
as
cpo
or
as
emsb.
D
D
Similarly,
charging
session
management,
so
the
solution
provides
full
transparency
on
the
on
the
ongoing
charges
and
the
energy
cost
and
how
the
energy
grid
is
being
utilized,
and
also
there
is
a
you
know.
There
are
complex
algorithms
which
are
built
as
part
of
the
solution
which
optimize
the
whole
the
cost
and
the
grid
balancing
scenarios.
D
The
load
management
scenarios
intelligently
so
system
automatically
determines
what
vehicle
at
what
point
of
time
should
be
charged
and
how,
if
the
multiple
vehicles
charging
how
the
grid
load
needs
to
be
balanced
to
optimize
the
cost
and
also
to
keep
the
grid
secure.
So
these
kinds
of
capabilities
we
have
already
introduced.
D
Similarly,
you
know
from
cpu
point
of
view.
If
you
want
to
monitor
that
aggregated
level,
multiple
charge
point
sites,
we
also
have
the
analytics
the
statistics
available
in
the
in
the
tool
where
you
can
go
deep
and
also
have
overview
of
you
know
the
charging
session
histories
and
so
on,
and
the
consumption
of
the
overall
energy
for
public
station
plus
from
customers
point
of
view.
D
So
there's
this
whole
seamless
process
which
can
be
integrated
and
built
across
the
ecosystem,
to
manage
the
authorizations
for
the
customers
and
also
the
billing
and
invoicing
aspect
for
the
customer,
so
they
don't
have
to
pay
individually
for
any
charging
session.
So
these
capabilities
we
have
taken
care
of
plus
we
are
also
you
know.
We
are
also
working
on
integrating
this
solution.
Architecture.
D
D
Similarly,
if
it's
a
charge
at
work
scenario,
we
are
integrating
e-mobility
with
our
core
erp
systems
for
financial
and
contract
invoice
conversion,
invoicing
management,
so
that
all
the
charges
for
an
employee
when
they
charge
their
vehicle
at
the
company
premise
are
automatically
posted
to
the
respective
cost
center
of
the
employee
and
and
there's
no
manual
intervention
here.
Similarly,
you
know
for
charging
and
public
scenarios.
D
We
are
leveraging
the
sap
subscription
billing
solution,
also,
which
allows
you
to
you
know,
generate
invoices
for
for
the
running
charges.
As
well
so
all
these
integrations
are
available
in
the
first
release
and
we
have
you
know
a
very
detailed
road
map
on
how
we
want
to
take
these
business
capabilities
forward
in
coming
months.
D
Yeah.
So
if
we
look
at,
you
know
just
to
summarize
what
we
have
covered
in
terms
of
capability,
so
yeah
ability
to
build
and
run
the
charging
networks,
including
billing
maintenance
and
energy
management,
so
that
that's
already
something
which
we
have
so
very
comprehensive
functionality
that
is
required
to
build
and
run
the
ev
charging
networks,
monitoring
of
charging
infrastructure
remotely
managing
the
the
faults
and
analyzing
the
root
causes
based
on
the
data.
D
So
this
is
already
taken
care
of
plus
the
pricing,
billing
and
invoicing
of
the
charging
scenarios
and
offering
different
price
trends,
discounts,
loyalty,
points
etc
to
the
end
customers.
So
this
is
something
which
we
we
have
and
also
the
very
critical
aspect.
Smart
charging,
where
you
know
the
grid
load
needs
to
be
intelligently
balanced
and
also,
if
there
are
any
renewable
energy
sources
like
battery
systems
etc
installed
in
the
charge
point
operation
site.
How
do
you
leverage
those
to
cut
down
the
energy
costs
and
also
to
keep
keep
the
grid
safe?
D
So
these
smart
charging,
algorithms?
We
have
already
included
in
our
scope
and
of
course,
the
last
one
is
from
the
transparency
point
of
view.
You
know
the
overview
of
all
the
charging
statistics
for
each
individual
session,
the
cost,
the
utilization
of
the
power
grid.
Everything
in
terms
of
analytics
is
already
available
in
cpu
and
the
good
thing
is,
you
know
this
solution.
D
So
I
would
really
you
know,
recommend
trying
it
out
once
and
you
will
see
how
easy
and
intuitive
it
is.
You
don't
need
any
training
or
learning
to
explore
and
we
also
welcome
any
feedback.
You
know
this
is
early
stage
of
the
process.
We
know
we
have
a
long
way
to
go
in
terms
of
system
capabilities
and
it
will
evolve
so
any
feedback
that
you
may
have.
D
You
know
that
we
need
to
improve
or
include
in
our
roadmap,
it's
more
than
welcome.
Please
do
let
us
know,
and
just
to
just
to
conclude,
we
also
have
few.
You
know,
customers
who
are
already
live
with
our
solutions.
It's
not
something
theoretical.
This
is
already
being
used
out
in
the
market
in
the
field.
D
So
in
germany
we
have
two
customers,
elexon
and
chargex,
which
are
acting
as
charge
point
operators
and
mobility
service
providers
and-
and
they
also
have
their
own
hardware,
which
has
been
you
know,
integrated
with
sap
mobility
solution
and
they
are
using
sap
e
mobility
to
remotely
monitor
and
manage
their
multiple
charge
point
station
sites
in
in
germany,
so
the
solution
is
already
being
used
and
live
and
we're
getting
real
feedback
from
our
existing
customers
plus.
We
have
very
interesting
ongoing
opportunities
in
this
part
of
the
world
in
apj.
D
Also,
including
in
india,
on
e-mobility-
and
we
are
hoping
you
know,
we
will
have-
you
know
good
discussions,
engagement
with
them
with
the
utility
companies
on
how
we
can
take
it
forward.
So
next
steps
yeah,
please
I'm
sure,
as
a
utility.
You
would
be
interested
in
this
topic
so
analyze
your
energy
demand
and
I
t
integration
aspects
from
immobility
point
of
view
engage
with
us.
We
will
help
and
also
you
know,
use
our
solution.
E
Yeah
thanks
mohan,
I
think
you
know
it's
a
wonderful
presentation
covering
the
entire
ecosystem
and
the
solution
from
the
ev
standpoint.
You
can
put
your
question
in
the
chat
or
otherwise
we
have
last
10
minutes
dedicated
for
this
question
and
answer
we
can
discuss
during
that.
You
know
period
as
well.
E
The
next
session
is
on
the
customer
engagement.
I
would
like
to
invite
ravi
chatham
for
that,
with
the
introduction
of
the
you
know:
consumer
bills
and
production
right
to
consumer
bill
by
the
ministry
of
power.
This
customer
engagement
and
focusing
on
the
customer
satisfaction
is
of
prime
importance
and
we'll
discuss
in
this
session
about
our
our
solution
in
this
area.
So
what
do
you
review.
F
F
I
am
being
I'm
ravi
chandravidi
I've
been
engaged
or
part
of
sap
cx
solution,
advisory
team
for
more
than
a
decade
or
so
yes,
so
during
this
you
know
10
or
15
years
of
time,
I
have
been
engaged
with
utility
customers
across
the
globe,
india
as
well,
and,
of
course,
apart
from
utility,
I
can
I
bring
in
the
experience
from
various
other
industry
also
so
in
next
20
minutes.
The
overall
is
in
the
is
that
I
will
discuss
about
yeah.
F
How
can
I
just
yeah,
so
I
would
like
to
discuss
about
what
all
the
basically
the
trends
there
in
from
customer
experience
side
and
why
customer
experience
in
utility
industry
is
more
important
now
than
five
years
back
and
then,
of
course,
we
will
talk
about
the
overall
journey
cycle
of
a
customer
and
the
various
solutions
which
are
proposed
or
which
are
available
from
cx
solution
side.
So
here
I
have
taken
an
example
of,
let
us
say
a
customer.
F
What
they
do
is
that
they
check,
if,
let's
say,
they're,
providing
the
service
to
that
particular
area.
If
it
is
feasible
or
not,
what
exactly
is
going
to
be
the
overall
estimation
and
everything?
And
then
that
is
submitted
for
approval
and
once
that
is
approved
by
the
management,
then
the
next
part
is
this.
Overall,
let's
say
the
customer
is
created
in
as
a
business
partner
in
the
system
and,
of
course
this.
F
This
is
where
actually
the
contract
creation
is
done
and
the
provisioning
is
overall
done
once
as
part
of
this
provisioning.
The
field
of
service
team
that
is
engaged
they
make
a
visit
to
the
customer
by
europe
to
the
customer
place
and
then,
of
course,
they
do
the
installation
of
that
that
one
and
that's
exactly
the
installed
base
in
the
system
is
created,
and
then
finally,
the
program
and
the
connection
provisioning
is
done.
F
Yeah
during
customer
your
engagement
time,
of
course
there
are,
there
may
be
some
outages
there.
There
may
be
some
billing
notifications,
they
are
automatically
sent
to
the
customer
and,
of
course,
as
part
of
that
one.
If
there
is
any
issue
with
the
customer,
customer
can
reach
out
to
to
the
utility
organizations
by
by
any
of
these
channels.
F
We
will
talk
about
all
the
channels
which
are
available
and,
of
course
here
when
it
comes
to
the
overall
engagement,
when
a
customer
gives
a
call
to
positive
agent
and
then
calls
into
agent
how
you
know
how
effective
that
conversation
would
be.
It
depends
on
the
information
what
percentage
executive
have
have
at
any
point
of
time,
so
which
means
it
has
got.
The
request.
F
Agent
must
have
all
the
customization
review
information
available
that
actually
is
received
by
the
isu
system
and
that's
how
exactly
the
warranty,
outpages
and
all
that
information
available
to
them
so
that
they
can
have
a
effective
conversation
with
customer
and
that's
how
exactly
there
is
an
issue
that
is
assigned
to
the
field
service
team.
They
are
engaged
and
then,
of
course,
this
billing
and
all
that
is
done
afterwards
and
that's
exactly
the
one
single
bill
is
generated
to
the
customer.
F
So
this
is
how
exactly
the
overall,
if
I
see
the
engagement
cycle
for
a
customer,
goes
on
in
final
at
this
phase
now
from
sap
side.
If
I
talk
about
what
all
the
offerings
we
have
here,
the
very
first
thing
is
that
the
sales
and
service
cloud
which
provides
the
base
for
this,
which
provides
the
base
for
the
entire
ecosystem
or
entire.
This
customer
engagement
life
cycle-
I've,
just
you
know,
discussed
about.
B
G
F
And
this
is
now
one
of
them
very
important
aspect.
I
will
also
showcase
the
offerings
from
our
site,
but
this
is
actually
you
see
that
customer
self
service
that
is
available
extended
to
my
b2c
or
b2b
customers,
and
these
are
all
the
various
channels
which
are
available
here.
They
can
be
leveraged
as
per
customer
preferences.
F
This
is
all
about
customer
self-service
sales
and
service
cloud
here,
which
is
typically
used
to
be
known
earlier
as
a
crm
system,
and
now,
since
we
have
been
talking
about,
you
know
providing
the
better
feedback
to
a
better
experience
to
customer,
which
means
I
have
to
capture
my
customer
interactions
from
various
channels.
It
could
be
social
media,
it
could
be
my
crm
system,
it
could
be
email,
sms
or
various
other
channels
which
customer
is
trying
to
reach
me
out
their
consumption
and
everything
should
be
available
in
my
one.
F
F
Data
of
the
customer
is
captured
over
there
that
matching
and
merging
happens,
and
that's
how
exactly
we
create
the
overall
customer
profile
here
and
that
is
actually
all
orchestrated
to
other
systems
also.
So
this
is
actually
our
customer
data
management
layer
that
that
that
provides
the
overall
customer
thesis
review
and,
of
course,
here
we
have
marketing
solution.
Marketing
solution
is
not
typically
just
you
know
about
customer
profiling,
segmentation
and
campaign
execution.
F
We
have
some
existing
updates
that
can
be
leveraged
here
for
specific
scenarios
and
that
actually
is
again
proven
and
that
has
been
used
by
our
customers
across
the
globe.
So
those
existing
templates,
which
are
typically
called
as
tactics,
they
can
be
leveraged.
That's
how
exactly
we
differentiate
in
marketing
thing
and
when
I
talk
about
specifically
commerce
now
in
utility
industry
also,
there
are
various
other
business
models
where
actually
it's
not
only
just
you
know
providing
the
let's
say,
utility
services
to
the
customer.
F
But
let's
say
if
I
want
to
sell
something
or
I
want
to
create
a
marketplace-
something
like
that
so
like
if
I
want
to
set
some
energy
efficient,
equipments
like
these
are
lights,
and
all
that,
of
course,
this
commerce
platform
can
be
leveraged
using
that
marketplace.
The
first
thing.
The
second
thing
is,
you
would
have
heard
about
that
prosumer
concept,
where
let's
say,
if
I
take
a
typical
case
of
in
india
in
few
of
the
states,
it's
already
here
activated
variously.
F
Let's
say
I
have
installed
a
solar
system
invoices
at
my
in
the
top
of
my
house,
and
then
I
provide
the
you
know
this
electricity
back
to
the
grid.
In
that
case
the
overall,
let's
say:
whenever
I
get
the
bill,
it
will
say
what
exactly
I
have
taken
from
that
one
and
provide
it
back
to
that.
That's
how
exactly
that
billing
and
subscription
is
done,
so
those
scenarios
prosumers
in
a
it
means
producer
as
well
as
consumer,
so
those
scenarios
are
also
handled
or
can
be
addressed
through
this
commerce
platform.
F
F
This
is
my
customer
self-service
system
and
of
course
here
actually
I'm
showing
you
in
my
desktop,
but
it
has
got
the
similar
view
available
exactly
on
on
the
mobile
screen
also,
and
this
has
been
used
across
the
globe
this
biggest
system,
we
have
got
quite
a
few
customers
in
india
and,
of
course,
in
us
we
have
got
ample.
I
mean
number
of
customers
total
yeah
across
the
guru
globe.
We
have
approximately
in
this
particular
case
approximately
500,
plus
customers,
who
are
using
this
one.
F
Now,
if
I
talk
about
this
self-service
overall
system,
so
here
as
soon
as
my
consumer,
then
they
login.
Of
course
they
have
got
the
complete
information
of
their
billing
details.
Their
usage
is
consumption
and
all
that
that
is
all
available
to
them.
Yes,
so
here
I
can
see
that
this
particular
system
has
been
configured
for
water
power
and
gas
usage
and
all
that,
of
course,
I've
got
the
outrage.
Information,
smart
home
everything
is
available
as
part
of
my
home
base.
F
I'm
just
taking
an
example-
and
I
was
discussing
with
one
of
my
friends
where
actually
he
was
talking
about
that-
he
has
moved
to
a
rented
house
now,
but
he
has
no
clue
what
exactly
his
power
you
say
is
how
exactly
to
pay
the
bill,
because
all
that
information
is
available
to
with
their
landlord,
and
this
is
where
what
actually
we
can
do
here
is
that
inclusion
of
the
guest
user.
So
let's
say
I
have
a
new
you
know
tenant.
Who
is
there?
F
I
can
include
him
as
a
guest
user
and
then
he
will
have
the
access
to
all
my
you
know
all
his
let's
say:
consumption
overall,
all
the
things
over
there,
just
as
an
user.
He
can
also
log
on
make
the
payments.
So
this
is
one
of
the
important,
I
would
say
use
case
in
india,
of
course,
across
the
globe.
F
Now.
The
other
important
thing
is
about
the
billing.
Of
course.
Here
I
have
got
the
snapshot
of
the
billing
that
is
available,
but
here,
of
course
I
have
got
further
details
of
all
my
bills,
water
bill.
That
is
available.
I
can
enable
auto
pay
here
and,
of
course,
the
payment
location
location
where
actually
I
want
to
go
and
physically
want
to
make
the
payment.
Then
what
are
the
you
know
closest
location
which
is
available
from
my
area,
so
all
those
information
is
available
over
here.
I
can
further
do
the
rate
analysis.
F
How
exactly
this
bill
is
getting
produced.
Why
exactly
I've
been
getting
this
bill
and
all
that
all
those
information
is
available
as
part
of
my
building
this
thing
here,
the
next
thing
is,
of
course
I
am.
I
always
wonder
how
exactly
I
get
this
much
of
bill
yeah
and
I
want
to
track
how
exactly
my
usage
has
been,
so
here,
it's
not
only
from
monthly
but
daily
early
and
even
on
empty
15
minutes
basis.
I
have
got
the
information
how
exactly
my
consumption
has
been
for
various
things
and
then
the
second
thing.
F
I
would
always
like
to
see
that
okay,
fine,
I
have
been
always
getting
the
higher
bill
than
my
you
know,
neighbor.
So
if
I
want
to
compare
it,
how
exactly
the
bill
has
been
for
me-
I
mean,
from
you
know,
compared
to
last
year
compared
to
my
zip
code,
postal
area
and
all
that
in
the
compared
to
all
this
utility
organization,
and
so
so
on.
So
let's
say:
if
I
want
to
compare
where
exactly
I
exist,
how
exactly
my
billing
has
been
or
consumption
has
been.
F
So
this
is
where
actually
I
am,
and
if
I
compare
this
overall
utility
organization,
then
the
overall
consumption
is
on
the
lower
side.
So,
of
course
I
can,
you
know,
do
something
to
have
some
or
you
know
some
efficiency,
something
programs.
I
can
join
here
of
course,
so
I
will
talk
about
that
as
well
from
outer
side.
Yes,
here
I
can
see
review
all
the
information
at
real
time
basis
that
is
post
from
my
oms
systems.
They
are
all
available
here
and
then
a
very
important
thing
here
is
about
notification
right.
F
I
personally,
like
this
clear
feature,
because
it's
not
a
simple
notification
where
actually
the
system
sends
a
notification,
but
here
what
exactly
I
can
do
is
that
I
can
set
my
own
notification
preferences
exactly.
I
say
that
for
whether
I
would
like
to
be
notified
on
what
are
channels
at
what
time
and
for
what
all
the
kind
of
you
know
notifications
to
be
sent
to
me,
whether
it's
out
days,
billing
budget
and
all
that
everything
you
know,
I
can
only
configure
myself
so
so.
F
This
is
how
exactly
I
can
configure
my
notifications
and,
of
course
in
I
mean
then
I
would
not
like
to
be
bombarded
with
unnecessary
messages
or
notifications
connect.
Me
is
again
we
talked
about
various
channels,
including
social
media,
medias,
and
all
that.
So
let's
say
if
I
have
got
the
utility
my
own
facebook
page
and
all
that
I
would
like
to
write
something
over
there.
I
can
directly
post
a
message
from
here
attached
in
the
document
from
here.
F
I
don't
specifically,
I
need
to
go
to
that
for
facebook
and
twitter
and
all
that
you
know
from
there.
So
that's
how
exactly
we
can
do
it
and
then
from
services
side.
At
any
point
of
time,
I
would
like
to
avail
any
services
like
move
and
move
out
usage
notifications,
and
all
that
I
can
do
very
well
over
here
and,
of
course,
efficiency.
I
talked
about.
There
could
be
so
here
we
have
been
talking
about.
F
So
let's
say
there
are
some
utility
organizations
who
have
been
providing
these
charging
stations
across
the
city
or
maybe
the
country.
In
that
case,
if
I
have
got
a
electric
vehicle,
I
get
this
register
with
this
to
register
myself
and
get
this
one
my
vehicle
registered
over
there
and
then,
of
course,
at
any
point
of
time,
when
I
use
those,
you
know
these
charging
stations,
something
like
that,
then
in
that
case
my
billing
and
everything
will
come
to
me
as
part
of
this
overall
build.
F
F
Okay,
then
quickly,
I
just
take
one
more
scenario.
Actually
we
have
got
this
chatbot
also
available.
So
since
we
are
talking
about,
you
know
improving
the
overall
customer
engagement
and
here,
of
course,
this
is
just
one
point,
but
the
second
thing
is
that
I
have
to
also
keep
a
tab
on
on
my
operational
cost
also,
so
there
are
various
channels.
I
will
take
the
example
of
this
chatbot,
which
is,
let's
say,
configured
for
a
utility
scenario.
F
Now,
in
this
case,
if
customer
is
having
an
issue,
they
can,
you
know,
do
most
of
the
stuff
by
themselves
without
without
directly
making
a
call
to
my
call
center
and
all
that,
so
that's
how
the
overall
load
on
my
calls
and
team
that
I'm
going
to
reduce
here.
So
we
have,
you,
know,
configured
few
scenarios
here,
for
let's
say
utility
industry
for
chatbot.
F
Let's
say
where
customer
is
having
some
winning
billing
issue
now,
in
that
case,
of
course,
it
tells
me
okay,
what
exactly
the
kind
of
issue
you
have.
So
I
will
say
yes,
I
have
got
some
current
charges,
some
issues,
something
like
that
and
then
it
is
fetching
all
the
you
know:
charges
all
this
information
from
the
backend
system,
how
exactly
my
consumption
has
been,
and
then
you
see
that
if
I
click
on
see
my
consumption,
the
overall
view
over
there
in
my
application,
my
portal,
that
also
gets
changed.
F
So
that's,
that's,
that's
all
kind
of
intelligence,
or
you
know
integration
that
is
that
has
been
done
over
here.
So
when
I
click
on
this
one,
so
this
particular
view
has
also
been
changed.
It
is
telling
you
your
consumption
is
on
higher
side
because,
of
course
the
temperature
has
been
lower.
You
know
for
last
couple
of
months
and
then
your
let's
say
energy
consumption
or
heat,
or
something
like
that
eating
a
you
know:
equipments.
They
were
used
more.
F
So
that's
how
your
consumption
has
gone
on
the
higher
side
and
then,
if,
let's
say
whatever
the
payments,
I
have
payment
arrangement.
If
I
want
to
do
it
with
some
installation,
something
a
installment
something
like
that,
of
course,
I
can
do
that
that
thing
over
here,
so
I
have
chosen
this
payment
arrangement,
and
then
it
has
told
me
that
okay,
fine,
this
is
all
your
charges.
I
can,
you
know
divide
in.
I
split
it
in
three
months,
something
like
that.
F
So
if
I
say
yes,
so
you
see
that
payment
drums
over
here
will
also
get
changed
automatically.
So
this
is
one
of
the
yeah.
So
here
you
see
this
installment.
That
is
changed.
So
that's
how
exactly
the
overall
usage
of
these
channels
has
been
extended
to
customer
so
that
we
can
have
better
engagement
with
them
and,
of
course,
reduce
our
overall
operational
cost.
F
F
So
exactly
the
same
view
is
available
on
mobile
now
I
will
just
quickly
talk
about
this
sales
and
service
cloud
also,
which
is
available
and
that
can
be
leveraged
for
that
can
be
used
by
internal
stakeholders,
sales
sources
or
service
team.
Something
like
that.
So
so
this
is
what
exactly
the
overall
view
looks
like
for
my
internal
sales
and
service
executive.
So
here
I
have
taken
off
the
example
of
my
call
center
executives
when
they
log
into
my
sales
and
service
cloud.
F
This
is
how
exactly
the
home
page
looks
like
to
them
exactly.
They
have
the
the
information
of
all
the
important
activities,
the
tickets,
which
are
in
different
stage
that
is
all
available
to
them
on
a
single
view,
their
team
queue
tickets
by
priority
and
all
those
those
kpis.
We
have
got
hundreds
of
these
apis
which
are
available
in
that
system
and
they
can
be
configured
by
individual
users
as
per
their
requirements
yeah.
So
here
it
tells
me
what
exactly
my
open
tickets,
what
is
my
average
response
time
over
there?
F
F
So
let's
say
here:
you
can
see
that
facebook,
messenger
phone,
sms,
telegrams
whatsapp,
all
those
channels
are
open
or
to
my
customer
they
can
reach
out
to
my
call
center
team
at
any
point
of
time,
using
these
channels.
Now
here
you
see
that
okay
yeah,
this
is
the
customer
who
has
been
let's
say
reaching
me
out
on-
let's
say
whatsapp
this
one,
so
this
this
system
automatically
identifies
that
smith
yeah.
This
is,
I
think,
yeah.
This
smith
is
trying
to
reach
me
out
as
soon
as
I
click
on
this.
F
This
is
the
view
that
is
available
to
me
and
this
view
is
a
a
single
view
or
customer.
I
mean
the
first
very,
very
first
view
which
is
available
to
my
call
center
executive
view,
executive
team
and
by
a
single
view,
click
here
so
which
tells
me
all
the
customer
contact
information
the
contract
account
which
is
available
to
them
contract
account.
I
mean
this
utility
account
what
I
have.
What
is
the
online
payable
amount
and
everything
this
is
available?
F
This
is
all
the
interactions
what
I
have
had
with
customer
on
various
channels.
So
all
those
information
that
is
available-
and
here
actually
this
is
the
knowledge
base
that
is
available.
So
it's
at
any
point
of
time.
Let's
just
say
customer
have
any
query,
I
can
simply
write
it
write
it
over
there
and
the
relevant
knowledge
base
will
come
over
here.
F
The
second
thing
would
be
that
customer
says
yeah
fine.
I
would
like
to
create
a
new
ticket
service
order,
something
like
that.
If
I
would
like
to
do,
I
can
simply
you
know,
click
on
this
create
and
with
two
clicks,
only
I'm
just
going
to
create
a
new
ticket
or
any
of
these
service
order.
So
if
you
notice
over
here
and
the
number
of
clicks,
what
I
have
done
is
just
number
two
number
of
clicks.
I've
got
all
my
customer
details
available
over
here.
F
Even
I
can
perform
any
transactions
over
also
here
creating
the
ticket
twisting
the
product
service
orders
and
all
that
I
can
do
all
those
things
with
just
two
clicks
here
now.
What
I
do
is
that
here,
actually
I
click
on
this
smith.
I
would
like
to
you
know
further.
You
know
know
about
the
customer
how
exactly
the
overall
customer
usage
and
everything
has
been,
and
this
is
actually
on
my
to
my
call
center
executives.
F
I
get
all
the
information
from
my
isu
system
backend
system,
and
that
is
what
it
tells
me
that
what
exactly
the
overall,
let's
say:
customers
account
balance
usage
and
everything
has
been
what
is
the
next
best
action
that
actually
customer?
You
know
this
provides
me
using
the
system,
intelligence
and
then,
of
course,
all
my
utility
information.
What
is
let's
say
if
a
particular
customer
has
multiple
accounts,
multiple
connections
and
all
that
all
that
information
in
hurricane
view
that
is
available
to
me
with
the
due
amount
and
everything
payment
data.
F
If
you
see
I
mean
all
those
information
or
you
know,
and
on
the
top
you
can
see,
these
are
all
the
various
fops
process.
What
exactly
see
we
say
front
office
processes
and
that,
typically,
if
I
see
for
or
talk
about
most
of
the
utility
utility
organizations,
they
have
become
quite
complex.
Multiple
people
are
involved
to
perform
these
operations
like
moving,
move
out,
transfer
and
all
that
or
create
a
new
accounts,
but
for
call
center
executives.
We
have
given
everything
here
on
there.
F
Of
course
you
can
configure
it
if
you
would
like
to
provide
this,
these
access
to
your
personal
executive
or
not,
you
can
but
very
well
do
that
so
with
a
single
click
and
all
that
they
can
directly
do
it
from
here.
They
can
directly
trigger
those
transactions
from
here
and,
of
course,
I
will
not
yeah
here
I
can.
F
I
can
just
go
on
with
all
the
information
that
is
available
over
here,
let's
say
from
customer
financials
and
all
that
yeah,
but
yeah
here
I
would
kind
of
restrict
because
of
our
time
constraints
and
the
ticket.
When
I
talk
about
with
a
single
click
when
I
create
a
ticket,
this
is
the
very
you
know.
First
screen
that
comes
to
me.
I
just
need
to
you
know,
put
some
descriptions
over
here
and
then
the
ticket
is
created,
and
that
is
a.
F
I
can
directly
schedule
my
service
engineers
also
from
here
so
so
this
is
how
exactly
we
have
done,
mostly
from
or
provided
the
relevant
information
and
the
access
to
my
call
center
executives
using
this
particular
application.
They
can
perform
all
their
tasks
and
then
we
also
talked
about
the
commerce
use
cases.
So,
let's
say
there's
a
scenario
where,
let's
say
customer
is
trying
to
buy
some
stuff
from
from
my
my
portal,
but
having
some
issue
then
in
that
case
my
call
center
team
directly
can
assess
that
this
is
called
assist.
Setting
so
customer.
F
F
Your
operational
cost
can
also
be
kept
on
the
lower
side.
So
here,
if
you
talk
about
various
customers,
what
we
have
across
the
globe
here,
we
have
iocl
who
have
currently
been
using
it
bazaar
guys
and
all
that
and
the
kind
of
direct,
let's
say,
feedback.
What
we
you
know
get
from
end.
Consumers
is
something
like
yeah
the
experience.
This
is
how
exactly
memorable
experience.
They
are
having
millions
of
consumers.
F
E
C
So
just
I'll
take
30
seconds,
so
I
mean
we
have
30
minutes
to
go,
and
we
have
great,
I
mean
customer
representatives
here
on
the
call
like
arjit
bindal
is
already
there
who
had
who
had
used
this
solution
which
ravi
had
had
presented
just
now.
Okay,
prashaji
is
there
from
novara,
so
I
would
I
would
request
each
one
to
be
there
till
end
of
the
session,
because
we
want
to
hear
from
all
of
you
on
the
on
the
input
as
well
as
the
feedback.
C
G
G
Yeah
so
I'll
say
thank
you
ravi
for
10
minutes
so
anyway.
Thank
you
very
much.
My
name
is
amit.
I
represent
sap's
training
and
adoption
division
so
I'll
run
through
that.
Just
wanted
to
say
that
training
adoption
actually
represents
two
distinct
solutions.
Apart
from
being
a
generic
word,
and
they
are
very
important
in
the
journey.
Whether
you
are
a
customer
you're
planning,
a
change,
you
will
change
so
pre
post
decision
every
everywhere.
This
is
important.
G
So
the
first
this
this
slides,
actually
amuses
me
a
lot
when
I
say
why
training
ad
option
matters,
so
this
is
exactly
like
asking
is
education
important?
This
is
as
simple
as
it
is,
so
we
have
gone
to
all
our
customers.
Many
customers
like
like
we,
we
heard
a
name
from
ravi
iocl
who
are
using
sap
for
last
25
years
and
many
customers
across
the
globe
after
so
much
of
maturity.
G
So
we
have
gone
to
customer
and
taken
interviews
spoken
to
them
about
their
journey
on
sap
or
any
complex
application
deployment.
The
single
most
factor
was
that
the
readiness,
the
lack
of
proper
skills
people
adopting
to
a
solution.
This
is
the
the
factor
which
takes
the
gap
between
the
outcome,
which
they
desired
and
outcome.
They
got,
and
I
will
say
it
is
not
very
uncommon
that
we
all
have
heard
that
sap
was
a
complex
implementation
mentioned.
They
have
to
do.
G
Re-Implementation
very
few
projects
succeeds,
so
we
actually
did
a
very
structured
study
on
that
with
the
help
of
idc,
and
we
found
that
the
people
dimension,
who
are
involved
in
their
project
feed
from
the
customer,
is
your
side
or
the
partner
side
or
sap
side.
The
difference
this
dimension
impacts
almost
18
to
20
on
the
successful
project.
G
So
it
means
people
at
your
side
if
they
are
trained
and
they
are
ready
to
change
their
vision
or
translate
the
vision
of
the
business
into
into
the
reality
which
they
want.
The
project
succeed
more
than
enough
little
more
than
what
the
other
other
people
who
depends
on
the
partner
or
including
sap
more.
So
this
is
the
data
which
we
we
found.
G
So
if
people
are
trained
both
in
the
core
team
side
or
the
people
who
are
consumer
in
a
right
manner,
you
can
have
a
10,
faster
deployment.
62
percent
reduction
in
support
calls
trust
me.
This
number
is
very
important,
so
we
have
heard
this
line
in
many
presentation
that
I
t
team
is
limited
to
just
keeping
the
lights
on,
whereas
their
job
is
to
translate
business
vision
into
into
the
system
and
get
the
outcome
which
they
want,
but
they
are
busy
attending
to
the
support
calls.
G
So,
with
proper
training
and
adoption
initiative
with
having
a
proper
learning
center
of
excellence,
they
can
actually
have
a
62
reduction.
Do
some
productive
job
there
and
satisfaction
with
increases
by
15
percent
on
sap
27
escalation
reduction
is
a
huge
thing.
I'm
sure
you
can
relate
my
statement
in
your
organization
that,
where
your
key
people
are
involved,
are
they
doing
the
changes
or
innovation
which
is
required
in
the
system
or
are
they
attending
to
the
business
support
calls?
G
Overall,
we
have
seen
seven
to
13
percent
increase,
not
a
times
increase
in
in
the
improvement
when
users
are
adopted
to
the
solution,
so
how
how
we
at
sap,
training,
ad
options,
support
customer
school
or
your
goals
we
help
and
we
ensure
that
your
learning
center
of
excellence
is
functional
by
functional
means.
You
have
required
skills
when
it
is
required.
G
You
have
people
solving
problems
of
the
user
or
the
business
before
they
become
a
problem,
and
then
you
have
mechanism
by
which
you
can
monitor
how
the
users
are
behaving.
We
have
heard
lot
of
tools
where
the
customer
experience
was
mentioned,
but
trust
me
there
is
very
few
tools
where
you
can
monitor
your
users.
Experience
users
means
how
a
guy
who
is
creating
a
purchase
invoice
is
feeling
the
system
is
helping
them
or
not.
Is
it
cumbersome
or
not?
G
If
you
do
a
survey
of
your
consumers
on
sap
trust
me,
you
will
have
a
different
picture,
so
we
want
to
establish
the
center
of
excellence,
which
is
it
could
be
the
right
skills
at
the
right
time
and
tools
which
can
help
them
solve
problems
before
they
become
a
problem.
So
this
is.
This
is
a
slide
which
is
very
common
in
sap
parlance
the
center.
G
We
say
it
is
the
core,
so
whatever
the
presentation
or
solution
you
heard
from
my
colleagues
before
or
you
will
hear
after
my
presentation,
it
stays
in
the
center
of
it
outside
the
center,
the
four
the
circles,
the
small
circle
of
the
people
dimension.
I'm
talking
about
if
they
are
not
ready
or
if
they
are
not
equipped
trust
me,
the
core
stays
little
little
idle
and
it
takes
long
time
to
drive
the
benefits
which
you
have
intended
to
drive.
G
So
we
we
work
in
this
four
segment
around
the
people
dimensions.
We
ensure
the
teams
who
are
given
the
task
to
dream
or
who
bring
the
dream
of
the
business
into
reality.
The
project
team
are
equipped
gone
are
the
days
this
means
we
had
been
hearing
this
story
for
the
last
couple
of
years,
six,
seven
years
that
projecting
should
be
trained.
They
should
know
that
then
suddenly,
suddenly
we
found
that
pandemic
came
in
and
this
role
became
little
more
important.
There
was
a
chaos.
G
G
The
diesel
transformation
is
a
seven
year
or
ten
year
old
buzzword,
but
it
became
a
reality.
In
the
last
two
years
we
have
seen
closure
of
maximum
high
ticket
deals
remotely.
We
have
seen
go
lives
of
the
maximum
value,
whatever
most
complex
coli
are
doing
remotely
in
the
last
two
years,
and
we
have
seen
people
changing
that
that
happen
in
your
family
or
whether
your
youngest
kid
doing
online
education
to
the
people
who
are
60
years
old
in
sap
parliament
doing
certification
course
on
sap
online.
G
So
everything
has
changed
the
last
year,
so
this
has
become
more
important
and
relevant
than
ever.
So
we
we
suggest
from
sap
training.
Induction
said
if
this
is
part
of
your
journey
trust
me.
Every
change,
which
is
happening,
which
is
now
quarterly,
will
be
very
easy
to
imbibe
and
implement
how
we
do
that
with
the
proper
tools
proper
interventions
to
the
all
people
involved
in
the
ecosystem.
That
is
be
the
end
user.
With
the
business
we
use
the
management,
we
need
the
project
team.
G
So,
on
the
left
side,
when
I
use
the
word
training,
it
looks
very
generic,
but
it's
very
important.
As
I
said,
we
have
seen
things
changing
in
the
last
name.
So
training
is
exactly
the
way
we
have
studied
in
our
lives.
We
have
gone
to
college,
we
have
done
I.t
education
or
management
education.
This
works
like
that
in
sap,
project
team
has
to
be
trained
the
way
they
worked
in
in
the
past.
They
should
be
expert
in
creating
implementing
innovating
in
the
system.
The
way
sap
consultant
does
from
sap
or
partner.
G
So
we
are
not
taking
away
the
classroom
experience,
but
we
have
just
changed
the
flavor
of
it.
We
have
we
have
seen
when
we
were
walking
on
ecc
world.
The
changes
were
happening
in
years
way.
Ecc5
to
ec6
took
many
many
years,
but
when
you
talk
about
s4hana
or
the
new
technologies,
it
is
happening
quarterly.
So
your
team
who
are
involved
into
the
project
should
be
trained
on
a
on
a
today
basis
moment.
There
is
update
movement,
there
is
a
delta
training.
G
They
should
be
updated
so
that
they
can
implement
the
change
in
a
timely
manner
and
drive
the
value
out
of
it.
So
we
have
introduced
some
solution
in
that
which
I'll
cover
in
the
led.
So
this
is
the
hybrid
model
we
are
talking
about.
We
are
not
snatching
them
with
the
classroom
experience,
but
we
are
giving
you
the
content.
The
solution,
information,
the
best
practices
right
there
when
it
comes
to
the
market,
assisted
by
a
intervention
by
the
trainer,
so
that
is
what
the
project
means
now
users.
So
this
is
a
dick
tommy.
G
In
my
my
statement,
I
want
to
bring
a
structure
into
the
training
for
the
project
team,
but
I
want
to
unstructure
the
training
which
is
meant
for
the
end
user
or
the
business
user
right
now.
We
treat
them
both
as
the
same
even
the
end
user,
who
are
the
most
important
part
because
you
build
a
great
system,
but
there
is
nobody
who
is
using
it
or
not
using
it
properly.
It
doesn't
meet
the
success,
so
we
want
to
bring
the
training
to
the
desktop
or
the
mobile
or
the
laptop
of
the
end
user.
G
You
don't
have
to
wait
for
a
classroom
to
happen.
The
application
will
train
them
while
in
the
job.
So
this
is
the
whole
idea.
So
when
you
train
a
person,
then
you
need
to
assess
them.
So
there
is
a
solution.
This,
which
is
hardly.
I
think
we
have
discussed
in
any
form
we
have
a
solution
which
can
monitor
the
progress
of
sap
system,
sap
processes
and
the
people
in
a
real
time.
So
this
is
the
whole
learning
center
of
excellence.
I'm
talking
about
train
the
people,
monitor
them,
assess
them,
and
the
cycle
cycle
continues.
G
This
is
our
solution
which
was
introduced
couple
of
years
back.
So
this
is
the
solution
which,
which
is
trying
to
make
a
hybrid
stand
and
gone,
are
the
days
when
you
can
send
your
people
who
are
new
to
the
sap
for
20
days,
full-time
trainings.
We
have
introduced
something
called
learning
hub.
This
is
sap's
answer
to
netflix
or
amazon
prime
of
the
world.
The
learning
on
demand
subs.
This
is
a
subscription-based
solution
where
you
can
access
to
sap's
latest
technology,
trainings
updates
delta
trainings.
G
So
if
you
are
new
to
sap,
you
can
have
a
full
audio
video
based
training
with
the
trainer
intervention.
If
you
are
experienced
in
sap,
you
can
access
to
the
changes
which
are
happening
in
real
time.
You
can
attend
the
webinar.
You
can
talk
to
peers
in
the
your
industry,
specifics
and
the
expert
of
your
industry
from
sap
site,
so
this
one
single
subscription
gives
you
access
to
content.
G
G
So,
as
I
said,
there
are
people
who,
when,
when
you
say,
skill
technology,
excellence
or
the
new
technology
come
in
there,
there
is
a
skill
observance
also
which
we
are
seeing.
So
there
will
be
new
people
who
are
joining
your
teams,
which,
without
any
background,
so
we
still
the
age-old
classroom.
Experience
stays
what
we
are
doing.
When
people
go
into
a
system
go
little
mature,
we
can
help
with
the
distal
knowledge
impart
and
with
the
help
of
a
trainer.
This.
This
is
how
it
works.
G
G
End
users
are
most
effective
if
at
all,
they
get
the
information
or
the
help
when
they're
working
on
the
system,
so
in
sap
training
adoption.
What
we
have
done
is
that
we
have
introduced
a
solution
called
sap
enable
now
it
makes
sap
application,
which
is
known
to
be
very
complex
as
simple
as
facebook
or
on
any
social
media
application,
and
we
all
know
we
don't
need
training
for
facebook
or
twitter
or
anything.
So
this
particular
solution
sap
enable
now
makes
sap
field-based
context,
sensual
health.
G
So
when
you
are
working
on
sap
transition
and
suddenly
you
need
help
just
by
moving
a
cursor
over
a
field,
you
get
the
help.
As
per
your
role,
it
tells
you
what
to
do,
how
to
do
that
particular
transaction
and,
as
I
said,
we
have
managed
the
part
of
training,
the
project
team
and
we
have
been
as
a
part
of
training
the
end
user,
but
how
to
ensure
that
they
are
doing
what
they
are
doing
in
the
way.
The
way
they
should
do
there
is
something
called
managing
user
experience.
G
This
is
not
possible
in
any
other
tool
by
user.
Experience
means
answering
the
proverbial
5ws
who
is
doing
what,
where,
when
and
how
trust
me,
there
is
hardly
any
tool
in
the
market
which
can
tell
you
how
mr
x,
who
entered
into
the
sap
at
nine
o'clock
in
the
morning,
behaved
or
experienced
with
the
sap
you
had
been
hearing
their
element
ticket
in
thousand.
You
had
been
hearing
that
people
are
trying
to
do
some
transaction,
but
they're
not
able
to
do.
G
So
this
particular
tool
gives
you
in
real
time
that
these
set
of
people
are
taking
more
time
because
of
x
reasons,
so
so
you
so
that
you
can
improve
before
before.
There
are
escalations
from
the
customer
side.
So
this
is
the
proverbial
5w
which
we
answer.
Who
is
doing
what,
where,
when
and
how,
in
real
time
I'll
showcase
you
a
small
demo
on
that
how
it
works
in
super
lens.
So
this
is
the
dashboard.
G
G
This
is
telling
you,
in
real
time
that
sq01
is
transaction,
is
giving
you
179
error
and
where
it
will
tell
you
the
location
that
this
particular
location
in
bangalore,
where
these
errors
are
coming
here
is
the
story
of
a
global
employees,
we're
saying
u.s
and
who
is
doing
that.
It
will
give
you
the
name
of
the
people
that
who
are
making
this
error.
Like
this
says,
lady
gaga
needs
some
help.
G
How
so
it
will
tell
you
this
particular
person,
try
to
add
a
gln
account
which
this
particular
could
not
do.
Why,
because
the
authorization,
so
you
can
see
the
use
case.
It
not
only
tells
you,
the
user
experience.
It
gives
you
a
little
bit
of
compliance
report
to
also
to
the
management
also
that
people
are
trying
to
do
what
they're
not
supposed
to
do
so.
This
is
very
intelligent
insight.
You
can
use
it
for
training,
need
analysis.
You
can
use
it
for
compliance.
You
can
need
for
optimizing
sap.
G
Many
time
it
will
tell
you
like
in
this
slide
that
you
have
created
a
lot
of
z
transaction.
We
we
all
know
that
in
utility
industries
there
are
a
lot
of
z
transactions.
Non-Standard
reports
we
create
with
the
help
of
a
partner,
is
very,
very
expensive
and
expensive
to
manage
that.
So
this
tools
tells
you
the
uses
of
those
things.
It
can
trust
me.
We
have
done
this
particular
tool
implementation,
one
of
the
large
customers
in
india
utility
customer,
and
they
found
that
almost
almost
700
transaction
which
they
have
created.
G
G
So
this
is
anomaly
right.
This
should
not
happen,
so
you
can
take
corrective
action
before
they
become
the
problem,
so
you
can
manage
your
processes
before
they
become
cumbersome.
You
can
manage
the
performance
of
the
system.
This.
You
will
hear
that
sap
is
running
slow.
That
is
a
common
thing
right
from
md
to
the
finance
people
saying
that
recipe
is
very
slow,
but
this
tool
tells
you
a
couple
of
group
of
people
came
in
the
morning
and
did
a
star
search
and
the
system
hanged
because
of
those
people,
so
you
can
solve
that
before.
G
Even
the
complaint
comes
to
you
so
in
terms
of
time,
just
because
I
considered
my
10,
this
is
the
final
thing
which
this
tools
gives
you
a
holistic
manner.
This
has
to
be
part
of
your
war
room
center
of
excellence
where
people
the
skill
is
not
getting
obsolete.
End
users
adopted,
in
fact
they
know
what
change
is
coming
in
suppose
you
are
planning
to
go
on
s4,
hana
cloud
edition
or
any
new
solution.
G
End
users
already
know
what
how
it
will
impact
you
and
you
are
ready
on
a
watch
screen
on
in
your
room
to
see
how
they
are
behaving
in
the
system.
So
this
is
the
neither
time
this
is
the
way
we
will
work
after
one
year
or
so,
who
is
doing
what?
Where
and
how?
Where
is
the
problem
and
how
to
solve
it
before
problem
becomes
a
problem.
So
this
is
what
I
wanted
to
showcase
you,
though,
in
a
little
more
detail,
but
unfortunately,
the
time
is
not
that
much.
G
E
Yeah,
so,
let's
move
on
to
the
next
session.
I
believe
many
of
you
already
heard
about
our
new,
offering
on
the
rise
with
sap
again
in
this
20
minutes.
We
cannot
have
the
full
justice
of
this
entire
proposition,
but
to
provide
you,
the
glimpses
and
the
overview
of
the
rice
with
recipe
components
I'll
invite
you
and
to
take
take
it
forward.
So.
B
B
Please
let
me
know
when
my
screen
is
visible:
yeah,
it's
visible,
okay,
so
I'll
try
to
cover
this
up
in
the
next
10
minutes,
while
I'll
initially
plan
it
for
around
20..
So
so
this
is
a
new
offering
from
sap
that
came
out
last
year
rise
with
sap,
and
this
is
based
on
a
lot
of
constructive
feedback
from
various
customers
who
want
to
see
the
new.
B
How
to
know
what
are
the
various
customizations
in
the
present
system
that
are
being
used
which
are
not
being
used
and
how
to
migrate
it
to
s4hana.
So
these
are
some
of
the
you
know,
objectives
that
have
been
tried
to
achieve,
through
rise
with
sap,
to
ensure
that
there
is
business
transformation
number
one.
And
secondly,
how
is
it
that
for
the
it
team,
as
well
as
the
business
team
of
the
organization
or
the
customer
organization?
B
How
do
they
reduce
the
amount
of
time
that
they
put
into
less
value
added
services
like
running
technical
operations,
infrastructure,
support,
etc
and
move
that
time,
in
fact,
to
align
with
the
business
in
order
to
solve
those
business
problems?
So
that
is
some
of
the
key
value
for
it
and
from
a
business
perspective.
B
As
I
talked
about
identify
the
the
key
pain
areas
where
there's
a
lot
of
you
know,
effort
that
is
going
into
running
the
tasks
where
there's
a
lot
of
gap
in
the
kind
of
output
from
the
various
business
processes
and
also
evolve
in
the
way
businesses
run.
When
you
know
we
talk
and
we
are
giving
demos
of
s4hana
and
and
these
solutions
to
various
organizations,
we
come
to
know
from
them
that
typically,
what
happens?
B
The
leadership
or
the
key
decision
makers
get
to
know.
Maybe
a
week
later
or
two
weeks
later,
through
mis
reports
of
what
is
the
status
of
the
various
processes
and
then
they
again
ask
for
more
info
to
take
addition
and,
and
that
really
you
know
from
this
from
the
time
the
situation
happens
to
time
the
decision
gets
taken.
B
B
In
order
to
provide
the
project
team
with
the
right
kind
of
skills
to
manage
the
projects,
so
here's
an
example
of
how-
and
you
know
what
kind
of
new
business
processes
are
enabled
by
s4hana
in
a
much
better
fashion.
As
we
talked
about
you
know,
east
pc
was
mostly
a
system
of
records
here
with
the
in-memory
technology.
It
is
not
only
possible
to
record
the
transactions
but
also
be
able
to
analyze
the
transactions.
B
So
talking
from
an
asset
maintenance
perspective
or
asset
management
perspective,
some
of
the
key
things
being
able
to
keep
a
tab
on
the
performance
of
the
assets,
the
health
of
the
assets
being
able
to
generate
the
notifications
and
creating
the
work.
Orders.
Maintenance
work
orders
to
execute
the
maintenance
and
being
able
to
help
the
employees
on
the
field
through
mobile
devices.
To
record
the
you
know,
any
the
completion
of
tasks,
the
status
of
the
tasks
and
the
spare
parts
usage,
etc.
B
I'll
just
expand
the
sliders
a
little
bit,
so
it
is
ability
to
define
for
every
critical
equipment,
know
the
impact
of
any
any
loss
of
work
through
that
in
terms
of
operations
or
production,
or
the
amount
of
impact
on
environment
and
safety
and
be
able
to
give
that
criticality.
For
example,
you
know
what
is
the
likelihood
and
what
is
the
impact
and
this
on
this
entire
metric?
This
heat
map
of
green,
where
there
is
very
low
impact
to
red
where
there
is
very
high
impact.
The
operational
impact
of
this
particular
equipment
can
be
mapped.
B
B
Our
you
know,
kind
of
customer
interaction
and
customer
success
stories
show
that
the
about
level
of
adoption
has
increased
a
lot
with
these
tile
based
structure
that
are
available
on
mobile
devices
as
well
as
tabs,
and
every
employee
gets
this
role-based
access.
Here's
an
example
of
a
finance
employee,
so
whether
it
is
receivable
so
whether
it
is
receivable
or
payables
or
general
ledger,
or
business
partner
or
auditing.
B
If
you
look
at
the
right
at
the
top,
you
know
all
these
capabilities
are
available,
all
in
the
form
of
tiles
and
all
the
important
metrics
are
also
available
for
all
of
them.
So
let's
say
this
is
the
dashboard
for
a
finance
manager.
The
finance
manager
in
one
go
has
a
list
of
all
the
metrics
that
are
relevant,
or
you
know
on
that
he's
unstable
for
and
the
data
that
you
see
here,
along
with
the
color
coding,
shows
what
is
the
performance
on
that
particular
metric.
So
how
much
is
the
payables
that
is
pending?
B
How
much
is
the
cash
position?
How
much
is
the
receivables
that
we
that
is
required
to
be
collected
from
the
customer
and
color
coding
says
that
as
compared
to
the
required
performance,
whether
you
know
red
is
the
performance
is
lagging
and
green?
Is
that
performance
is
better
in
yellow?
Is
that
you
know
it
is
somewhere
in
between
so
immediately
decisions
can
be
taken?
B
Then
you
know,
then
there
is
embedded
analytics
that
you
talked
about
that
this
is
an
in-memory
system,
so
the
accounts,
for
example.
This
is
a
dashboard
for
an
account
payable
employee
and
the
account
people.
Employee
can
go
into
double
click
and
go
into
the
various
parameters
and
the
person
can
also
search
from
a
company
code
or
supplier
or
a
country
or
any
other
parameter
perspective
and
look
at
the
data.
So
here
let's
say
if
we
can
look
at
the
payable
aging
data
here.
B
B
Okay,
let
me
just
try
to
use
the
pointer
option
here
right,
so
this
is
the
amount
that
I
need
to
pay
in
90
days.
This
one
amount
I
need
to
pay
in
the
next
60
to
90
days
this
the
amount
that
I
should
have
already
paid
30
days
back.
This
is
the
amount
that
I
should
have
paid
30
to
60
days.
Back
and
again,
he
can
go
into
this
data
and
see
what
are
the
various
transactions
for
which
the
payment
is
pending
and
further
go
into
those
transactions
into.
B
B
So
recently
we
we
were
working
with
a
big
organization
and
we
ran
a
process
discovery
report
from
their
erp
system
and
there
are
a
lot
of
open
items
in
their
account
receivables
in
their
account
payables
in
gl
items.
So
basically
they
were
not
able
to
manage
the
huge
amount
of
inflow.
You
know
account
receivable
and
match
it
with
the
incoming
payments
from
customer
and
close,
the
open
account
receivable.
So
this
is
a
basic
match
that
needs
to
be
done.
B
So
this
as
an
employee
clicks
on
the
screen,
the
robotic
process,
automation
solution,
notes,
those
clicks
and
at
a
particular
repetitive
time
that
is,
you
know,
set
up
it
reruns
that
process,
so
the
employee
doesn't
need
to
match
those.
Let's
say
1000
manually,
you
know
those
ars
that
are
raised
every
day,
but
only
needs
to
handle
the
exceptions
of
four
or
five
or
that
remain
even
after
the
automated
matching.
So
this
is
an
example
of
repetitive
high
volume
tasks.
B
Then
let's
say
there
is
the
question
of
intelligent
decision
making
where
a
lot
a
lot
of
data
comes
in
and
that
data
needs
to
be
analyzed
that
you
know
this
is
a
probably
a
trigger
based
on
past
historical
data,
where
the
equipment,
let's
say,
went
under
breakdown.
So
using
a
lot
of
past
data,
the
system
takes
a
decision
and
that
is
through
the
artificial
intelligence
machine
learning,
algorithms
again
available
through
s4hana
the
btp
solutions
and
certain
capabilities
like
predictive
maintenance.
B
So
this
is
how
using
these
technologies,
these
digital
technologies
of
robotic
process,
automation,
artificial
intelligence
and
internet
of
things,
the
you
know,
decisions
can
be
taken,
and
you
know
the
processes
can
improve.
I
think
I've
already
overshot
my
time
so
I'll
just
probably
take
two
three
minutes
to
cover
the
value
from
it
which,
as
I
said,
is
pretty
you
know
pretty
straightforward.
B
Previously,
there
used
to
be
like
five
vendors
to
support
the
id
system,
so
there
would
be
a
so
you
would,
you
know,
probably
buy
the
system,
the
software
and
support
from
sap.
You
would
have
an
implementation
partner
and
a
partner
after
the
implementation
to
support
and
change
the
application
processes
as
per
need
of
business,
another
partner
for
basis,
support
or
maybe
an
internal
team,
and
maybe
a
team
or
a
partner
to
manage
the
infrastructure.
B
And
what
happened
was
typically,
as
you
would
happen
in
a
multi-vendor
scenario.
Whenever
an
issue
was
there
or
whenever
a
new
development
was
to
be
done
and
innovation
was
to
be
rolled
out,
finger
gets
pointed
at
each
other
and
it
was
very
difficult
to
really
manage
such
kind
of
multi-vendor
scenarios.
So
how
sap
has
pitched
in
to
help
on
the
basis
of
feedback
from
various
customers?
Is
that,
through
the
rise
with
sap
scenario,
where
sap
helps
provide
the
software
and
support
as
well
as
the
you
know,
back-end
technical
managed
services.
Also.
B
B
The
custom
code,
migration
code
available
with
rice
with
hana
rice
with
sap,
helps
you
plan
your
custom
code,
migrations
so
that
you
can
have
the
next
generation
of
you
know:
technology
with
s4hana
as
well
as
btp.
This
is
an
example
of
a
business
process,
discovery
report.
I
say
you
know
shared
that
you
know
this
gives
a
low
down
on
the
way
the
processes
key
processes.
You
know
six
of
these
processes
finance
to
sales
to
asset
management.
How
are
they
performing?
B
You
know
as
compared
to
your
own
peer
group,
so
that
you
can
have
a
much
more
wider
business
case
across
all
of
these
processes
that
how?
Where
is
it,
that
the
business
transformation
and
change
and
improvement
is
actually
needed?
What
would
the
value
monetary
value,
as
well
as
the
business
value
of
doing
those
changes
and
create
a
much
more
wider
case
of
business
transformation?
B
So
this
again
rise
with
sap
brings
a
lot
of
business
value,
a
lot
of
business
transformation
as
a
service,
as
well
as
a
lot
of
value
to
the
it
department
and
of
course
the
time
was
not
sufficient
to
cover
this
entire
thing.
But
I'm
happy
in
case
you
have
any
questions
and
you
need
more
detailed
information
about
the
same,
and
with
this
I'm
happy
to
take
any
questions
and
hand
it
over
back
to
sumnachi.
E
A
Sure,
thanks
thanks
for
all
of
that
and
thanks
everyone
else
for
staying
staying
up
till
the
end
of
the
session
as
well.
So
there
are
a
couple
of
things
that
I
wanted
to
do.
One
is
to
explore
if,
if
there
are
any
questions
that
you
have
which
need
to
be
answered,
if
not,
what
I
would
request
to
do
is
I'm
gonna
put
you
both
put
all
of
you
in
two
different
breakout
rooms
within
the
group
within
the
breakout
rooms.
A
What
I
want
you
to
do
is
probably
you
know
introduce
yourself,
because
one
of
the
primary
reasons
to
get
come
together
is
to
get
to
know
each
other
right.
So
I
will
put
all
of
you
in
breakout
rooms
just
introduce
yourself
which
company
you're
from,
and
maybe
you
know
what
is
your
current
status
in
terms
of
what?
What?
What
is
the
project
that
you
are
running
and
if
you
have
any
question
that
you
would
like
to
go
deeper
on
yeah,
so
I'll
just.
A
C
H
C
F
F
So
what
I
see
as
of
now
is
that
from
s4
side,
of
course,
there
would
be
so
what
it
does
is
that
it
fetches
all
the
information
from
backend
system,
isu,
s4
and
crm
system
and
provides
it
to
the
end
consumer
from
functionality,
side
or
the
application
which
is
provided
to
end
consumer
there
is,
there
is
no
overlap
as
such,
because
this
is
the
only
solution.
What
actually
we
provide
out
of
the
box
to
end
consumers?
F
D
D
F
C
I
think
that
is
what
had
been
implemented
in
noda
power,
so
arjit
I
would,
I
would
suggest
bindal
is
there
from
gujarat
gas
and
they
had
first
deployed
the
utilities.
I
mean
the
utility
solution
where
they
were
using
the
multi-channel
foundation
services
and
then
later
on,
they
moved
to
scw
solution.
C
C
C
C
But
to
answer
the
mr
adriji's
question:
yes,
there
is
a
kind
of
middle
layer
between
sap
and
scw's
application,
which
is
mcl,
and
that
stands
as
a
bridge
between
two
where
the
data
action
happens,
but
there
is
no
overlapping
as
such
hope.
I'm
able
to
answer
your
question
yeah
sure.
So
I
understand
then.
Basically,
the
portal
that
was
mentioned
in
ravi's
presentation
is
essentially
from
acw,
but
the
other
components
are
yes.
F
F
C
A
C
C
I
think
there
was
one
slide
where,
where
in
all
of
those
functionalities
were
mentioned,
so
maybe
that
that
may
be
for
a
different
discussion
today,
there
may
not
be
enough
time,
but
since
we
are
also
looking
at
a
solution
away
from
sap,
crm
wanted
to
also
understand
to
what
extent
it's
every
customer
management
would
cover
as
far
as
the
processes
and
functions
that
were
discussed
by
ravi
mohan.
Would
you
like
to
take
up
this
question?
Please.
D
So,
mr
the
customer
management
solution,
which
is
part
of
our
respirant
isu
portfolio
itself,
is,
is
for
the
call
center
agents
right.
So
it's
not
for
the
end
customer
self-service
app,
and
so
it
is
part
of
our
isu
box
itself
and
all
the
key
master
data
and
the
business
processes
that
are
there
in
our
industry
solution
for
utilities
isu.
D
They
can
be
accessed
and
processed
through
this
customer
management
module
by
the
call
center
agents,
whereas
scw
is
more
targeted
towards
self-service
usage
for
the
end
customers
for
them
to
see
their
bills
or
to
trigger
requests.
For
you
know,
complaints
or
any
other
service
requests
they
may
have,
they
can
use
self-service
app,
but
that
self-service
app.
D
As
you
yourself
said,
it
is
kind
of
a
front-end
user
interface,
which
is
very
intuitive
and
user-friendly,
but
the
back-end
services
which
you
know
which
are
consumed
to
project
the
information
on
the
self-service
app,
are
actually
all
coming
from
the
same
system,
same
capability,
which
is
isu
back-end
system
and
our
sap
customer
management
module,
which
is
for
call
center
agents,
is
also
using
the
same
capabilities.
So
back-end
services
are
exactly
the
same.
The
front-ends
are
different,
so
sew
for
self-service.
That's
the
front-end
and
s4
customer
management.
D
C
H
Yeah
hi
hi
good
afternoon
good
afternoon.
This
is
adani,
total
gas
limited,
I'm
heading
it
over
here
see.
Basically
we
have
same
sap
setup
running
since
2008
and
we
have
added
multiple
functionality
mcf
also
and
based
on
that
we
created
our
own
mobile
app
and
now
we
are
traversing
to
the
super
app
for
the
group
level.
H
Recently
we
have
entered
into
the
ev
business
also,
so
I
would
like
to
more
know
about
the
eevee
applications.
E-Mobility
applications,
which
sap
have
couple
of
points.
One
is
the
you
rightly
mentioned
that
that
works
on
the
open
protocol.
Ucpp
on
that
and
basically
see
the
eevee
is
something
it
is
something
like
all
together.
It's
a
petrol
diesel
type
of
mechanism
wherein
today
we
are
recharging
with
adani
ev
stations.
H
Tomorrow
we
go
with
the
total,
sorry
tata,
uv
stations
and
all
that
things
so
two
things
how
that
particular
other
stations
are
getting
integrated
into
the
particular
our
applications.
The
second
thing
is:
does
that
ev
application,
the
e-mobility
applications
can
have
the
subcontracting
type
of
facility
into
that.
So
I'll
explain
you
subcontracting
from
the
cng
perspective.
So,
for
example,
we
have
the
dealer
model
working
for
that,
okay
for
cng
so
similar.
D
D
They
have
the
the
space
to
install
ev
charging
points
in
in
the
filling
stations
plus
we
have
utility
companies
who
are
looking
to
expand
their
portfolio
and
offer
these
services,
tariffs,
invoicing,
services,
etc
to
the
end,
customers,
and
also
they
are
the
ones
who
are
going
to
extend
the
grid
infrastructure
and
and
install
the
connectivity
to
these
charging
stations
as
and
when
they
come
plus
we
have
the
automotive
industry.
Also,
you
know
coming
in
and
offering
free
charging
services
etc
to
the
ev
buyers
and
so
on.
So
so
from
business
process.
Modeling
point
of
view.
D
I
think
the
market
is
evolving.
Nobody
has
a
golden
answer
of
how
the
best
business
process
model
will
be
from
commercial
from
technical
point
of
view
and
from
ease
of
use
perspective.
So
this
is
evolving
and
we
are
engaged
in
multiple
discussions
and
also
sharing
our
experiences,
and
this
subcontracting
is
definitely
one
aspect
of
it.
D
The
platform
supports
that
doesn't
matter
who
actually
owns
the
site,
who
actually
owns
the
asset
in
terms
of
charging
point
physically.
So
that
is
completely
separate,
and
that
is
what
I
was
trying
to
highlight
in
the
you
know.
The
ev
value
chain
slide
that
I
had
the
site
infrastructure,
setup.
Installation
asset
ownership
is
completely
different
from
the
the
charge
point
operator,
role
or
e-mobility
load.
So
we
are
currently
in
a
current
eve,
mobility
release.
D
We
are
focusing
on
the
later
part
of
the
value
chain
which
is
dpo,
irrespective
of
who
is
the
owner
or
the
contractor
for
the
site,
but
yeah.
I
think
this
model
is
evolving
and
and
as
it
evolves.
Obviously
we
will
also
you
know,
improve
our
capabilities
in
the
solution
and
add
more
complexities
but
yeah.
This
is
something
which
we
are
aware
of
and
it
needs
to
be
worked
out
and
if
I
think
it
will
follow
the
same
model
that
we
have
for
petrol
stations
right.
C
E
Yeah,
I
think,
vocational
the
interest
of
time.
Probably
we
need
to
conclude
that,
but
you
know
one
point
from
my
side
because,
as
we
have,
you
know
stated
in
the
beginning
of
the
session
this
particular
you
know
this
meeting
or
indus
is
for
customer
to
you
know
you,
you
can
customer
to
share
your
experience
and
other
things,
so
we
really
want
to
know
from
you.
What
could
be
the
typical
topics
that
we
can
include
in
the
next
session?
E
You
can
you
can
write
it
right
now
or
you
can
actually
mail
it
mail
it
to
us.
So
we
can
actually,
you
know,
frame
and
design
the
session
accordingly
and
also
we
include
much
more.
I
know
participation
from
you
people
because
I
know
some
of
you
are
using
sap
system
for
quite
some
time,
so
you
have
actually
lot
of
experience
to
share
with
others.
E
A
Yeah,
I
think
I
don't
think
we
have
a
time
we
have
already
shot
25
minutes
beyond
what
we
had
originally
planned.
So
I,
let's
not
do
the
breakouts
and
all
of
that,
so
what
I
will
do
is
for
the
next
five
minutes.
I'll
still
continue
to
keep
the
meeting
open
in
case
you
want
to
provide
feedback
on
the
topics
you
can
do
so
by
putting
it
on
the
chat
and
otherwise
I
would
like
to
thank
you
for
taking
time
and
joining
us
today.
A
We
we
want
to
do
this
every
quarter,
so
please
do
let
us
know
if
you
would
like
to
share
something
or
if
there's
a
particular
topic
that
you
would
like
us
to
bring
experts
on-
and
I
say,
as
I
said
at
the
start
of
the
session,
please
do
feel
free
to
join
the
daily
calls,
depending
upon
the
topic
of
interest
that
you
have
as
well.
So
with
that,
thank
you
so
much.
I
will
stay
on
for
another
five
minutes
in
case
you
have
any
feedback
or
in
case
you
have
any
questions.