Quotation Creation in the IC 

Use

When a customer calls, this business process allows you to identify or create the customer in the CRM system (via his/her connection object or point of delivery) in the IC of a utility company employing the dual contract model. You can also offer various products (and cross sell, up sell or down sell products) and conditions, and send a corresponding utility contract quotation. You can then monitor the status of the quotation.

Prerequisites

A customer/prospective customer contacts the Interaction Center at a utility company. They request a new product that they have seen as a result of an advertising campaign.
A utility product can be an energy product (such as a utility service), a service product (such as a service connection or meter reading) or a material (such as a gas heater or refrigerator).

Process Flow

       1.      Identify or create connection object or point of delivery
In the CRM system you identify the technical objects (connection object / point of delivery) for the customer. If the business partner or technical objects do not exist in SAP CRM, you create them.

       2.      Create utility quotation with reference to point of delivery (supply)
You create a utility quotation from the supply category, with reference to the point of delivery.

       3.      Propose products
You propose various products, such as renewable electricity products, family electricity products or single electricity products.

       4.      Cross sell, up sell, or down sell products
You cross sell, up sell or down sell products to the customer (for example, energy-saving lights or an electricity-saving microwave).

       5.      Provide product information
You inform the customer about the respective products.

       6.      Configure product
You configure the product. For example, you enter the move-in meter reading or device numbers, or determine whether it is a single-rate or double-rate meter.

       7.      Determine and process conditions
You maintain the conditions (such as discounts or surcharges).

       8.      Create utility quotation with reference to point of delivery (grid usage)
You create a utility quotation from the grid usage category, with reference to the point of delivery.

       9.      System determines grid product, using point of delivery attributes
SAP CRM uses point of delivery attributes to determine the grid product.

   10.      Send quotation to customer
You send the utility quotation to the customer.

   11.      Create business activity
You create a customer contact.

   12.      Monitor quotation status
You then monitor the status of the utility quotation. This means that, after a given time, you telephone the customer to find out whether he/she would like to accept the quotation.