Customer Service in the Interaction Center  

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.

Other scenarios relevant for call centers are:

• IC Marketing
• IC Sales with CRM Sales Order
• IC Sales with ERP Sales Order
• IC Service
• IC Management

 

Prerequisites

Business Partner	mySAP Application Components	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:

...

       1.      Information Help Desk

       2.      Identifying Account for Utility Service Processes

       3.      Processing Account and Business Agreement Datas

       4.      Changing the Service Location

       5.      Customer Data Overviews

       6.      Processing Move-Ins

       7.      Processing Move-In/Out for Accounts

       8.      Processing Move-In/Out for Premises

       9.      Move-Out Processings

   10.      Meter Reading Entrys

   11.      Changing the Budget Billing Plan

   12.      Processing the Payment Plans

   13.      Bill Information and Bill Corrections

   14.      Managing Inquiries in the Interaction Centers

   15.      Managing Credit Memos in the Interaction Centers

   16.      Entering Payment Authorizations in the Interaction Centers

   17.      Managing Business Locks in the Interaction Center

   18.      Malfunction/Service Notifications

   19.      Managing Complaints in the Interaction Center

   20.      IT Help Desk

   21.      Analyzing Bills