SAP Innovation Awards 2019 Entry Pitch Deck

Exide Industries Ltd

Connected Battery-Powering India to the digital age!

https://www.youtube.com/watch?v=g2PsGfB1dno

“Quote”

Challenge

Solution

Outcome

Connected Battery

Customer

Retention

25%

Enhanced

Market Share

2 – 3%

Reduced

warranty returns

30-40%

Exide Industries

“We would like to convert the

perception of the Home UPS

(Uninterrupted Power Supply) battery

from a dumb and most forget full

device to a Smart Appliance”

Mr. Gautam Chatterjee, MD& CEO –

Exide Industries Ltd

“Even if the battery failure happens

due to negligence of the customer,

it’s the manufacturer who gets the

blame”

Dr Dipak Senchoudhury- President

R&D – Exide Industries Ltd

Explore newer business models of

selling energy/power as a service

rather than selling batteries

Mr. Subir Chakraborty- Director

Automotive – Exide Industries Ltd

Longer Battery

Life

15%

Optimized

Development

Cycles

10%

Partner Information

“”

SAP team has led the entire engagement as a trusted advisors and experts in the area of business innovation. Their approach had been entirely on

“Business Outcomes” right from the beginning and every aspect of the engagement was driven by adeptness. Whether it was winning confidence of

business leaders with an outcome driven Design Thinking workshop or selection of System Integrator or the fundamental design of the solution, SAP

has led every aspect with great accomplishment.

SAP also enabled Bosch to become a One-stop-shop for all the needs related hardware, design, system integration, communication solution provider

as well as post go to market service provider. They complement their expertise very well in business and technology domain respectively to offer end

to end solutions in order to meet business needs.

SAP & Bosch came out with the working prototype showcasing the IoT hardware design and SAP Leonardo IoT services based application providing

the real time operational insight in no time and this was greatly appreciated by our Chairman because in a project like this, time to market plays a very

important role. Going forward, we are aligning with Bosch for more use cases in Industrial Application of batteries and developing a one-fit all retrofit for

any kind of battery which would need minimal design changes as per the application of the product.

SAP & Bosch

Change Agent, Trusted Advisor & Technology Provider

Business Challenge & Objectives

• Increasing warranty cost as percentage of revenue

• Lack of timely availability of data from service centers for warranty analysis

• Lack of accuracy of data for coming out with CAPA

• Very high time line of factory trial

• Time and personnel shortage for digitizing the defect database for analysis

• Lack of knowledge bank to benchmark battery performance data

• Lack of Understanding of the implied needs of consumer

• Meeting aggressive cost and time target of production

• Manual Performance tracking of prototype data

• Provide Enhanced Customer Experience to increase retention

• Create Market Differentiation & increase market share

• Simplify & Automate the warranty management process by reducing warranty claims occurrence & reduced warranty

claim costs

• Get insights in product operating conditions, usage & customer install base to offer more customized products,

campaigns and service offerings in lesser development time.

• Build Statistical model from data to diagnose battery failure faster. Eventually, increase service technician and team’s

productivity by equipping them right tools for faster customer complaint resolution

• Achieve higher Motivation for employees with greater sense of accomplishment and pride of bringing innovative

solutions to market

Use Cases involving various stakeholders in the value chain

Customer R&D Engineer

Service Center

Incharge

Service

Technician

• Registration of Battery serial no and

warranty information

• Remaining Charge and time to

discharge visibility

• Raise requests , complaints with

status updates

• Get visibility in to battery state of

charge/state of health

• Proactive alerts to customer

Charge/discharge initiation for

extending life of battery

• Auto Reminders to customers for up

to date data download

• Auto Reminder for customers for

renewing Service contract

• Benchmark Installation

performance data for faster

diagnosis and root cause analysis

• Get Warranty claim insights

• Incorporating product

performance and warranty data

for product improvement , product

design

• Battery Health visibility

• Proactive Services delivery

• Faster turnaround of customer

request/

• Installation data capture at site,

Geo Tagging of Installation

location

• Battery health visibility

• Remote Diagnosis

• Capture installation periodic test

and inspection data

• Retain customers by proactively

reaching out for life based

replacement

• Inventory Visibility

• Proactively Reaching out to

customer for AMC service contract

renewal

• Segment customer based on usage

information and other attributes

• Offer Pay per use and Premium

services model

• Proactively reach out to customer

for upsell , cross sell opportunities

• Offer Right product at right price

point to right customers for

increased sales

Sales and

Marketing

Dealer

• Get Insights for Proactively

reaching out to customer for

replacement

• Remote Diagnosis

Value proposition for all the personas in the value chain

Customer R&D Engineer

Service Center

Incharge

Service

Technician

Sales and

Marketing

• Improved Customer

experience

• Increased Battery Life

• Reduced Maintenance

cost

• Improved Product Performance

• Availability of real usage data for

improving product performance

• Reduced Warranty claims

• Faster turnaround time of

customer requests/ complaints

• Increased revival rates

• Reduced Service Logistics cost

• Higher Utilisation of Resources

• Faster Root cause analysis

• Reduced travel time

• Increased customer retention

• Increased market share

• Proactively reaching out

customers with upsell/cross sell

opportunities

• Incremental Revenue with

premium services

• Reduced loss of sales with timely

replenishment

• Extend Smart battery offerings to

other customer segments for

increased revenue

Dealer

• Increased customer retention

• Increased Replacement battery

sales

• Better utilisation of technicians

Benefits and Outcomes

Business / Social

IT Human Empowerment

• Improving lives of millions of rural

and urban citizens with

undisrupted power supply. (Half a

Million households buy home

UPS batteries every year)

• Empowering small businesses

like gym owners, apparel

manufacturers etc to run

uninterrupted

• Better working tools and

environment for service

technicians

• Reduced Warranty claims

(Current Warranty costs @

2.3% of revenue today)

• Faster turnaround time on issue

resolution

• Optimized Development Cycles

• Integrated smart product into the

existing SAP backend and front

end applications for seamless

flow of information around R&D,

Supply chain and Sales and

marketing areas

• Cloud based IoT platform for

faster time to market and ability to

scale up with newer use cases

and cross-product/segment

application

• Intuitive UX with easy to use apps

and analysis from ERP and

Smart product data for enabling

predictive use cases in future

• Empowered customer with

complete control on battery

usage, availability and

performance information

• Empowerment employees across

services, R&D, Sales & supply

chain teams with data driven

decision making abilities

• Highly motivated employees

owning culture of innovation

• Availability of platform for faster

product innovation, building

prototype, testing and scale out

First Cut Retrofit CAD DrawingDesign Thinking Workshop First Cut Retrofit Prototype

Actual 3D Printed Retrofit

Rollout of Smart Battery to

Industrial Batteries planned for

2019

Highlights of Engagement so far

Architecture

End to End Solution Architecture at Exide Industries on SAP platform

Procurement

Ariba-Sourcing

Expense

Management

Concur

HCM

SFSF-EC

Digital Core

S4HANA

Research &

Development

PPM, Innovation

Management,

Engineering

Control Center

Sales

C4C

Service

Core Systems

Incentive

Management

Callidus

Cloud

Data Warehouse

BW/4HANA

Master Data Governance, Single Sign On

MDG, SSO

Supply Chain

MII + MES

Analytics

SAC

Transportation

Management

Smart Battery

SAP

Leonardo

HEC

Deployment

SAP Technologies Used:

Server Processor:

Linux Distribution:

Date of Deployment or POC:

Number of live users:

August 2018

Anticipated 20000 connected batteries

SAP Cloud Platform deployed solution

SAP Cloud Platform Internet of Things

Central part of the solution. Data from battery

sensor streamed and stored using this.

SAP CP SAP HANA service

DB for storing sensor data and creating

analytical reports.

SAP CP mobile service for development and

operation

SAP S4HANA and BW4HANA

SAP Analytics Cloud

Platform for building mobile applications for

battery owners and Service Technicians

SAP Cloud Platform deployed solution

Emerging Technologies and Use Cases

The following Emerging Technologies and use-cases are part of the project and describe the

contribution

Technology or Use Case

Yes/No

Contribution to Project

Machine Learning / Artificial Intelligence

IoT

Yes

Central part of Smart Battery solution to capture key battery

parameters and derive insights

3D printing

Yes

The retrofit casing holding all the electronics and sensors is

manufactured using 3D printing (see video and pics in slide 9)

to enable millions of such casings to be produced for a quicker

time to market

Blockchain

API Economy / Integrate the Intelligent

Enterprise

Yes

Integration with sales (C4C), services processes (Core

Systems) & backend warranty management (S4HANA)

Cloud Native / Event Based Architectures

Yes

Cloud based architecture to reduce capital investment in on

premise data base and platform

Extending the digital core with SAP CP /

ABAP in SAP CP

Yes

Smart Battery portal for R&D Engineer and Sales & Marketing

team built on SAP CP to provide with insights in KPIs

SAP Leonardo Application ( extending

SAP application, using Industry

Innovation Kits or result of Design

Thinking workshop)

Yes

Design thinking approach has unearthed multiple use cases

for different personas in the value chain. Current application

is targeted on service technicians & R&D Department to start

with. This is being further extended to the industrial battery

segment of battery banks for telecom towers.

Thank You!

Appendix

To be processes post introduction of Smart Battery

New Battery or Replacement Battery Installation ( 1

Phase)

Customer submits installation

request using Mobile app

Customer buys Exide Inverter battery

from nearby Dealer or Retail store

Customer downloads the Mobile app

registers his/her personal details

scans battery barcode to upload

battery details

8 12

Customer acknowledges the

installation completed status of

service ticket

Dealer guides customer to download

Exide Smart battery app and register

his/her details and Battery

Install base details with warranty

information are registered in the

CRM system

In the system automatically the

service ticket is raised. Available

technician is assigned automatically

Customer install base information gets

updated in the system like Installation

date, Battery and Inverter link, warranty

start information. IoT device data etc

Technician receives the service ticket

on his mobile app with customer

details and visit date

Technician Reaches customer’s site

scans the barcode of a battery , scans

the barcode of inverter and links them.

Also geo tags the installation

After installing the battery technician

changes the status of service ticket

as complete

Customer

Dealer/

Retail Store

Service Center

Incharge

Service

Technician

Smart Battery app

Address

Battery type

Name

Download app

Upload Details

Barocode

Personal Details

Smart Battery app

Inst. Request

Address

Personal Details

Inst. Date

Smart Battery app

Customer receives the intimation

regarding the service technician visit

at his/her premise over mobile app

Details

Personal

Battery

Warranty

Service Ticket

No.: 0045690

Tech. Assigned

Customer Info. Updated

Inst. Date

Battery Link

Inverter Link

Warranty Date

IoT Device Data

Other Info.

Service Ticket

Address

Battery type

Customer Name

Visit Date

Service Ticket

Link

Barcode

Battery type

No.: 0045690

Service Ticket

Completed

Installation

Done

Battery type

No.: 0045690

Smart Battery app

Completed

No.: 0045690

Service Ticket

Repair & Service Request Processing with Intelligent Insights ( 1

Phase)

9a8.1

Service ticket gets logged in the system

with Customer Installbase information

Service Incharge has visibility of battery

health status of all the installations

He receives predictive Alerts on battery

health condition

Customer also receives notification of

battery health condition on his mobile

device. He/she raises the service request

Service technician remotely accesses the

battery details and does the remote

diagnosis.

If the problem can be resolved remotely

service technician intimates the same to

customer

11b

After reaching the site technician downloads

all the data about the battery performance ,

starts testing

If the battery is revived with initial testing

and diagnosis, technician declares it as

healthy and gets acknowledgement from

customer

12b

Service center

Incharge

Customer

Service

Technician

R&D Engineer

Service Incharge allocates the job to available

technician and changes the ticket status

12a

10a

13b

10b

8.0

R&D Engineer has access to all the data regarding customer installation ,

type of complaints, previous root cause analysis done on various types of

fault , battery age, Performance benchmarks etc. to devise the remote

diagnosis analytics method. The service technician are trained on the same

Customer acknowledges the problem

resolution

Customer gets update of service ticket

status

Customer is intimated on planned

technician visit

Customer gets status update about its

request and able to track the battery status

till its final status is declared

Service technician receives new job on

his mobile device having customer details

If the problem can not be solved

remotely. Technician plans the site visit

with all the testing tools

Battery Health Status Battery Health Condition

Service Ticket

Address

Warranty Details

Ticket

Customer Name.

Battery Details

S. R. No.: 009087

Assigning Ticket

Ticket No.: 009087

Tech. Assigned

Smart Battery app

Service Request

Cust. Name and ID

Smart Battery app

Thank you

S. R. No.: 009087

Smart Battery app

Resolved

No.: 009087

Service Ticket

Smart Battery app

Battery Status

S. R. No.: 009087

Service Ticket

Address

Battery type

Customer Name

Visit Date

Service Ticket

Diagnose

Battery Details

Service Ticket

Plan Visit

Not Resolved

Service Ticket

Confirm

Download Data

No.: 009087

Service Ticket

Confirm

Download Data

No.: 009087

Service Ticket

Faulty Battery

Not Revived

If the battery is not revived at site

technician declares the battery as faulty

and arranges for transportation to send it

to service center

Customer Name

Type of Complaint

Prev. Root Cause

Installation Date

Battery age

Other Info.

Analyse Cause

Service Incharge receives new

service contract renewal request

AMC Service Contract Renewal ( 2

Phase)

Service center Incharge has visibility

of battery health status of all the

installations

Access list of Installbase where

warranty period is over or about to be

over.

7 10

Customer acknowledges the visit of

Service technician by confirming the

service ticket

Gets Alert on Mobile app regarding

warranty period over or about to be

over

Service technician receives the

service ticket details on his mobile

device and plans his trips

Service Technician reaches customer

premise does necessary checks ,

downloads data from existing battery .

Shows battery health status results to

customer

He allocates the available service

technician for the visit

Customer

Service Center

Incharge

Service

Technician

Apps remind customer to renew the

Service contract . Customer submits

request for service contract renewal

Customer pays online the service

contract fees. Customer receives the

service request confirmation no

Battery Health Status

List of Installbase

New Service Contract

Customer Name.

S. R. No.: 009087

Renew

Assigning Ticket

Ticket No.: 009087

Tech. Assigned

Smart Battery app

Renewal Request

Cust. Name and ID

Smart Battery app

Pay Fees

S. R. No.: 009087

Service Ticket

Address

Battery type

Customer Name

Visit Date

Service Ticket

Confirm

Download Data

No.: 009087

Smart Battery app

Completed

No.: 009087

Service Ticket

Customer is intimated about the

required charge/discharge initiation

to extend the life of battery

Service center Incharge has visibility

of battery health status of all the

installations

He monitors alerts regarding battery

charge/discharge requirements to

increase the life of battery

Customer receives Notification about

the required charge /discharge

initialization through mobile app

Charge / Discharge is initiated

remotely on customer’s consent

Customer

Service Center

Incharge

Customer allows charge /discharge

automatic initiation or he/she initiates

him self required charge/discharge

cycle

On completion of required level of

charge/discharge the customer is

notified about the status

Battery Health Status

Battery Alerts

Process Initiated

Details

Consented

Smart Battery app

Allowed

Smart Battery app

Completed

Status

Proactive Alert for Charge/Discharge Initiation ( 2

Phase)

Customer gets visibility into improved

battery health status and remaining life

Smart Battery app

Improved

Intimating Customer

Initialize Process

If the device is always connected ,

command is send to device to send

all the data automatically

Service Incharge gets alerts

regarding the device storage full

status

Automatically system triggers the

Notification to customers to download

the data using Mobile app and

transmit to device cloud

Customer receives notification

regarding the status of device

storage full

Service Incharge has visibility of up

to date performance data of

installation

Customer

Service Center

Incharge

Customer downloads the data using

Mobile app through BLE connectivity.

Data are transmitted to device cloud

as soon as customer connects to

internet

Customer gets visibility into improved

battery health status and remaining

life

Device Storage Full

Performance Data

Smart Battery app

Download Data

BLE Connectivity

Smart Battery app

Notification

Download Data

Sending Command

Download Data

Improved

Auto Reminder to Customers for Up to date Data Download ( 2

Phase)