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.
Gerard Curley, Deputy CFO NTUA
Jerry Cavalieri, CEO HPC America
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.