Enhanced Customer Service and Sales Processes
in the IC
Purpose
You can use this business scenario to map typical transactions for the call center of a vertically-integrated utility company. These transactions include multiple variants of the move-in/out process, meter reading, as well as inquiries regarding billing, costs, and other process related to managing customers or master data. The processes described here are specific for call centers, however, variants of the processes are also available via other channels.
This business scenario includes and enhances the Customer Service in the Interaction Center scenario of a traditional utility company. These enhancements allow utility companies to react to the challenges resulting from the deregulation of the energy market.
Prerequisites
Business Partner |
SAP Application Component |
Customizing and Configuration |
Supplier |
● SAP CRM 2006s/2 – Interaction Center Web Client ● SAP ERP 6.0 Enhancement Package 2
|
Use SAP Solution Manager. |
Process Flow
The business processes run as follows:
...
2. Identifying Account for Utility Service Processes
3. Processing Account and Business Agreement Data
5. Utility Product Proposal in the Interaction Center
6. Customer Data Overview (Including Service Locations, Contracts)
7. Displaying Credit Risk Ratings
8. Managing Utility Contracts in the Interaction Center
9. Managing Utility Quotations in the Interaction Center
11. Changing the Budget Billing Plan
12. Processing the Payment Plan
13. Bill Information/Bill Correction
14. Managing Inquiries in the Interaction Center
15. Managing Credit Memos in the Interaction Center
16. Entering Payment Authorizations in the Interaction Center
17. Managing Business Locks in the Interaction Center
18. Malfunction/Service Notification
19.
Managing Complaints in
the Interaction Center
20. IT Help Desk
21. Analyzing Bills