Customer-Related 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 partners |
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. Identifying Account for Utility Service Processes
2. Agent Guidance for Financial Customer Care
3. Changing Account Data and Business Agreement Data
5. Master Data Overview (Account, Business Agreement, Consumption)
8. Processing Move-In/Out for Account
9. Processing Move-In/Out for Premise
10. Entering Meter Reading Data
11. Changing the Budget Billing Plan
12. Bill Information and Bill Correction
13. Processing Open Items in Interactive Collections Management
Interaction
Wrap-Up