Processing Account Inquiries in Interaction Center 

Purpose

You can use this business process to access all the data on a customer’s account in the system and give information on the financial status of the account when a customer or contact person calls the Interaction Center. Once the account and one of the customer's business agreements have been identified, the system displays information on the account, for example an overview of the account, invoices, open items and corresponding documents, various balances, payments, and dunning notices. The Interaction Center agent can use this information to execute a variety of functions in the account, such as reversing dunning notices.

Process Flow

The business process consists of the following steps:

...

       1.      Identify account (SAP CRM)

       2.      Identify business agreement (SAP CRM)

       3.      Display financial overview (SAP CRM)

       4.      Display open items (SAP CRM)

       5.      Display document details (SAP CRM)

       6.      Display payment list (SAP CRM)

       7.      Display balance carried forward list (SAP CRM)

       8.      Search for payments (SAP CRM)

       9.      Display dunning history (SAP CRM)

   10.      Reverse selected dunning notice (SAP CRM)

   11.      System updates dunning history (SAP ECC)