Utility Product Proposal in the Interaction Center 

Purpose

Agents can use this business process to propose suitable products to a customer based on consumption behavior and other criteria. The agent has the option to simulate billing for the proposed products. The agent can also compare products with regard to their attributes and prices, select suitable products, and then create quotations and contracts.

Process Flow

...

       1.      Determine customer consumption segment (SAP CRM)

       2.      Enter product requirements (type of meter, consumption, address) (SAP CRM)

       3.      Simulate billing for product (SAP ECC)

       4.      Display product details (SAP CRM)

       5.      Add products to basket (SAP CRM)

       6.      Remove products from basket (SAP CRM)

       7.      Create contracts for selected products (SAP CRM)

       8.      Create quotations for selected products (SAP CRM)