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 Financial Customer Care for Insurance

 

Technical Data

Technical Name of Business Function

CRM_INS_1

Type of Business Function

Industry Business Function

Available As Of

SAP enhancement package 1 for CRM 7.0

Technical Usage

CRM Core

Application Component

Integration of ERP Contract Accounts Receivable (FI-CA) in the CRM Interaction Center (CRMIC-FCA)

Directly Dependent Business Function Requiring Activation in Addition

SAP for Insurance: Collections/Disbursements (INS_FSCD_CI_3)

in SAP ERP 6.0, enhancement package 5

This business function increases the productivity of your call center agents and improves their user experience.

The business function provides the following:

  • Enhancements in the Interaction Center for Financial Customer Care and Dispute Management

  • Enhancements in Collections Management in the Interaction Center

Integration

The functions of this business function are only available in conjunction with SAP enhancement package 5 by SAP ERP 6.0, Industry Extension SAP for Insurance.

Prerequisites

You have installed the following components as of the version mentioned:

Type of Component

Component

Is Needed Only for the Following Features

Software Component

BBPCRM 701

Software Component

INSURANCE 605

  • You use SAP enhancement package 5 in SAP ERP 6.0, Industry Extension SAP for Insurance.

  • You have activated the business function set Insurance.

  • You have activated the business functions Collections/Disbursements, SAP for Insurance: Collections/Disbursements 1 (INS_FSCD_CI_1), SAP for Insurance: Collections/Disbursements 2 (INS_FSCD_CI_2), SAP for Insurance: Collections/Disbursements 3 (INS_FSCD_CI_3).

  • You use SAP CRM 7.01. You have activated the business function CRM_INS_1.

You have made the settings in Customizing for Customer Relationship Management under the following chapters:

  • Start of the navigation path Interaction Web Client Next navigation step Industry-Specific Functions End of the navigation path

  • Start of the navigation path Industry-Specific Solutions Next navigation step Insurance End of the navigation path

For more information about which Customizing settings are specifically required to use the functions described below, see the release note Financial Customer Care and Dispute Management. The release note for the business function contains a link to this release note.

Features

The business function provides the following functions in the Interaction Center WebClient of Customer Relationship Management:

Dispute Management

Dispute Management is uniformly integrated into the payment list, payment search, dunning history, invoices, and account balance on both master data level as well as on item group level.

Integration of CRM Adjustment Request

You can post the approval of an SAP CRM credit memo request directly to a corresponding credit or receivables document in Contract Accounts Receivable and Payable.

Card Verification Value (CVV)

When releasing incoming and outgoing card payments, you can use the CRM system to verify the card verification value online.

Document Reversal

You can reverse simple open documents.

Payment Assignment

You can assign or reassign payments (as displayed in the payment list or the result list of the payment search) to open items.

Collections Management

  • Simulation of Collection Steps

    Call center agents can simulate the following collection steps to inform a customer who does not settle outstanding receivables about the next collection steps that will be taken.

  • Worklist Item Management

    You can display or hide the links to the components Documents and Collection History The links only appear if the two components have been assigned to the work item UI object type.

For more information about the functions, see SAP Help Portal at http://help.sap.com/crmStart of the navigation path Application Help Next navigation step SAP Customer Relationship Management Next navigation step SAP CRM for Industries Next navigation step Contract Accounts Receivable and Payable Next navigation step Functions in the Interaction Center for Financial Customer Care End of the navigation path.