Utility Contract Processing in IC (Single Contract Model) 

Purpose

In the Interaction Center of a utility company using the single contract model, you can use this process to create a utility contract item directly in the CRM system, which is then replicated in SAP IS-U. Changes to technical objects and contract installations in SAP IS-U are made automatically via the master data generator. You send the customer the contract confirmation (welcome letters) from the CRM system, and can then monitor the status of the contract in the CRM system.

Prerequisites

The customer has accepted the utility quotation you offered him/her (see Utility Quotation Processing in the IC (Single Contract Model)).

Process Flow

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       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 contract with reference to point of delivery
You create a utility contract, with reference to the point of delivery for the customer / sales prospect.

       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.      System replicates utility contract item
When saved, the utility contract is replicated in SAP IS-U.

       9.      System calls master data generator
The master data generator is automatically called in SAP IS-U.

   10.      System creates or changes technical objects
In SAP IS-U, the technical objects belonging to the affected IS-U contract are created or changed.

   11.      System creates or changes installation
In SAP IS-U, the installation belonging to the affected IS-U contract is created or changed.

   12.      System creates move-in
In SAP IS-U, a move-in is automatically executed, which links the utility contract with the installation.

   13.      System creates utility contract (supply)
In SAP IS-U the move-in is used to automatically create a utility contract.

   14.      System updates utility contract status
The status of the utility contract item is updated in SAP CRM.

   15.      Send contract confirmation to customer
You send a contract confirmation (welcome letter) from SAP CRM to the customer.

   16.      Monitor status of utility contract
You monitor the utility contract status in SAP CRM.