The Nava­jo Trib­al Util­i­ty Author­i­ty (NTUA) had a man­date to imple­ment a new, cen­tral­ized call cen­ter to increase oper­a­tional effi­cien­cy and improve cus­tomer sat­is­fac­tion across its 27,000 square mile ter­ri­to­ry.  As part of its Cus­tomer Expe­ri­ence Ini­tia­tive (CEI), NTUA desired to have a mod­ern HANA-pow­ered, mobile-ready user inter­face to track cus­tomer inter­ac­tions, while still lever­ag­ing its exist­ing invest­ment in its SAP ERP run­ning on a rela­tion­al database. 

In ear­ly 2017, NTUA’s Deputy CFO, Ger­ard Cur­ley, made a cut­ting-edge choice: rather than imple­ment­ing an on-premis­es CRM solu­tion that would fur­ther stretch the utility’s IT resources, the call cen­ter would use SAP Hybris Cloud for Cus­tomer (C4C) run­ning on the SAP Cloud Plat­form and con­nect­ed to the utility’s on-prem ECC 6.0 sys­tem and IS‑U via SAP Cloud Plat­form Inte­gra­tion mid­dle­ware (for­mer­ly known as SAP HANA Cloud Integration).

NTUA is the first util­i­ty com­pa­ny in the U.S. to use SAP’s cloud mid­dle­ware to con­nect C4C in the front office with on-prem IS‑U in the back office. The project show­cas­es how util­i­ties can con­nect HANA-pow­ered cloud solu­tions like C4C to their core SAP ERP run­ning on any database.

The Webi­nar will review NTUA’s busi­ness case for select­ing SAP C4C, includ­ing func­tion­al­i­ty released in the project’s first phase; key lessons learned from inte­grat­ing on-prem IS‑U with C4C via SAP Cloud Plat­form Inte­gra­tion; and ini­tial results from the Jan­u­ary 2018 go-live. In addi­tion, the pre­sen­ta­tion will dis­cuss NTUA’s inte­gra­tion of third-par­ty pay­ment solu­tion Pay­men­tus with IS‑U using SAP’s cloud mid­dle­ware to sup­port cloud-to-cloud integration.

Speaker(s):

Ger­ard Cur­ley, Deputy CFO NTUA

Jer­ry Cav­a­lieri, CEO HPC America

Bio(s):

Ger­ard Cur­ley is the Controller/​Assistant Gen­er­al Man­ag­er for Nava­jo Trib­al Util­i­ty Author­i­ty (NTUA), which pro­vides elec­tric, gas, water, waste­water, pho­to­volta­ic, and com­mu­ni­ca­tion ser­vices to cus­tomers in the Nava­jo Nation. Ger­ard has fif­teen years of expe­ri­ence with SAP, and is focused on lever­ag­ing NTUA’s SAP ERP to stream­line Finance, Oper­a­tions, and Cus­tomer Ser­vice. Pri­or to join­ing NTUA, Ger­ard was the SAP Finan­cials Lead for a min­ing com­pa­ny in the U.S. and Australia.

Jer­ry Cav­a­lieri is a for­mer Pacif­ic Gas & Elec­tric account­ing man­ag­er, and cur­rent­ly the CEO of HPC Amer­i­ca, an SAP part­ner that has deliv­ered con­sult­ing ser­vices and soft­ware solu­tions to util­i­ty com­pa­nies since 1994. Jer­ry him­self has more than 30 years of com­bined expe­ri­ence in finan­cial man­age­ment for util­i­ties and SAP imple­men­ta­tion and enhance­ment. In 2017, he served as the chief archi­tect and engage­ment man­ag­er for NTUA’s imple­men­ta­tion of SAP C4C.