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 Energy Retailer

 

Technical Data

Technical Name of Business Function

CRM_UT_ER_1

Type of Business Function

Industry Business Function

Available as of

SAP Enhancement Package 1 for SAP CRM 7.0

Technical Usage

CRM Core

Application Component

CRM-UT

Directly Dependent Business Function Requiring Activation in Addition

Customer Relationship Management for Utilities 1 (ISU_CRM_2) in SAP ERP

This business function provides various enhancements to existing functions for the sales process for residential customers and commercial and industrial customers in the utilities industry.

These enhancements are especially important for energy retailers: Significant enhancements for managing and maintaining utility products, new AMI functions in SAP CRM, enhanced functions in the Interaction Center, and enhanced functions for the key account manager.

Integration

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

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

  • You have activated the business function ISU_CRM_2.

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

  • Start of the navigation path Interaction Center WebClient End of the navigation path

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

Features

Enhancements for Technical Objects:

  • Search for technical objects using customer-specific fields.

  • Address checks and automatic address completion on creation of a new connection object.

  • Support of CRM-specific technical objects (temporary technical objects) during the quotation process.

Additional Contract Change Process (Contract Management)

The additional status In Process is now available for the contract change process for residential customers. If this status is set, no replication takes place in the backend system.

Alternative Business Partner for Quotations and Contracts at Item Level for Commercial and Industrial Customers

In the sales process for commercial and industrial customers with a large number of points of delivery, you can create quotations and contracts for an alternative contract partner at item level in addition to the business partners specified at header level. The contract partner is replicated in the backend system and is the bill recipient in SAP ERP.

CVV (Credit Verification Value) on Creation of a Contract

This function enables you to request the credit card verification value (CVV) for credit cards in the CRM WebClient.

Enhancements to Utility Product Master Data

You can use this function to define products for utilities-specific product packages or products.

Sale of Product Packages in the Interaction Center

You can use this function to define, offer, and sell utility product packages. These packages consist of an energy supply product and, optionally, a service or non-utilities-specific product.

AMI Disconnection and Reconnection in CRM

This function allows call center agents to process the worklist for disconnection and reconnection notifications.

On-Demand Request for AMI Meter/ Device Status in CRM

  • This function allows users to request the status of advanced meters remotely in the Interaction Center.

  • The user can determine whether any problems occurred for suppliers or customers.

Enhancements for Financial Customer Care and Dispute Management

For a description of the functions, see the documentation for business function FCC for Telecommunications.

Management of Open/Cleared Items

You can use this function to process open and cleared items in the CRM WebClient.

Event Management

You can make user entries to search for AMI events and display event attributes and results.

Text Messaging

You can send text messages to AMI devices that have the relevant capability. Customers receive reminders, notifications, and other information on an in-home display.

Example