Managing Utility Quotations in the Interaction
Center
Purpose
Agents can use this business process to create and update quotations for utility customers. If a customer contacts the call center, the agent can create quotations with one or more products and other value-adding products and services. The agent can configure the product options. The utility company can then choose from a number of channels to send the quotation to the customer. The system actively monitors the quotation status and triggers any follow-up activities. For example, the system prompts the agent to call the customer back shortly before the quotation expires.
If the customer accepts the quotation, the system converts the quotation to a contract.
Process Flow
The following business process runs in SAP CRM:
...
1. Display quotation list
2. Create quotation
3. Create quotation from contract
4. Copy quotations
5. Change quotation
6. Release quotation
7. Send quotation
8. Accept quotation