Customer Service Processes 

Use

You can use this business scenario to map the specific transactions for a supplier (such as move-in, move-out, move-in/out) in a call center. You do this in a specific version of the SAP CRM Interaction Center WebClient. If required, it is also possible to include the existing generic processes from the SAP CRM Interaction Center WebClient and the processes developed for the interaction center for Financial Customer Care in the Interaction Center for Utilities scenario. You can also include People-Centric UI transactions from SAP CRM and front-office processes from SAP IS-U/CCS.

Prerequisites

Business partner	mySAP Application Components	Customizing and Configuration
Supplier	SAP CRM 4.0 – Interaction Center Web Client. SAP IS-U/CCS 4.72	Use the SAP Solution Manager

Process Flow

The business processes run as follows:

...

       1.      Information Help Desk

       2.      Identifying Account for Utility Service Processes

       3.      Changing Account Data and Business Agreement Data

       4.      Managing Payment Data

       5.      Master Data Overview

       6.      Processing Move-In

       7.      Processing Move-Out

       8.      Processing Move-In/Out for Account

       9.      Processing Move-In/Out for Premise

   10.      Entering Meter Readings

   11.      Changing the Budget Billing Plan

   12.      Bill Information and Bill Correction

   13.      Managing Collections in Interaction Center

   14.      Managing Inquiries in Interaction Center

   15.      Managing Deferrals and Installment Plans in Interaction Center

   16.      Managing Processing Locks

   17.      Malfunction/Service Notification

   18.      Changing the Service Location

   19.      Activity Processing in CRM