SAP New CRM&Billing for Utilities

8/12/2019 SAP New CRM&Billing for Utilities

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SAP for UtilitiesBilling and Customer Service


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2011 SAP AG. All rights reserved. 2

Evolution of SAP Utilities Billing and Customer Service

WinClient User Interface on SAPGUI

SAP CRM 5.0

WebClient User Interface

SAP CRM 7.0 EHP2

Full Web service-enabling

and an easy-to-use interface

for SAP Utilities Customer

Service

SAP for Utilities

Customer Service

5.0


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SAP CRM 5.0: Customer Service on SAP GUI


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SAP CRM 7.0 EHP2: Customer Service on SAP Web UI

Workspaces

System Alerts and Customer

Messages

Integration to SAP BCM or

3rdParty Telephony Systems

Broadcast MessageNavigation Bar

Customer Details

Personalization


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Technical Differentiator of SAP for Utilities Customer

Service on Web Client

Architectures

Seamless integration of Utilities Customer Service component with SAP IS-Utilities functionalities in the backend.

Plug and Play integration via CRM Middleware and RFC connections

User Interface built on MVC Concept

M = Model (Business Object Layer)

V = View (HTML)

C = Controller (ABAP)

Ability to launch IS-Utilities specific transactions into with HTML GUI


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Key Features: Account Management and Business

Agreement

SAP CRM 5.0

SAP CRM 7.0 EHP2

Managing Business Master Data

(Residential, C&I, Contract Account,

products) and Technical Master Data

(Connection Object, PoD, Installation,

Premise) in a single view

Easy, intuitive and quick creation and

navigation

Powerful search engine and can manage

large results Alerts and telephony integration


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Key Features: Managing Service Location Connection

Object and POD

SAP CRM 5.0

SAP CRM 7.0 EHP2

Dynamic Device detail view. Integration

into Device related Utilities business

processes

Template speed up creation process of

Connection Object, Premise and PoD

Flexible search for address, meter and

IDs

Waterfall view of Installations view

Integrated Grid determination

No transaction code required



Key Features: Contract Management Move-In / Move-Out

SAP CRM 5.0

Guided Procedure to assist Customer

Service Agent for Contract Move-

in/Move-out/Force-out process

User friendly and comprehensive

functionalitiesincluding Security

Deposit and Priority Connection

Easy to use single-step procedure

Selling of energy and non-energy product

in a bundle

Manage payment and billing plans

SAP CRM 7.0 EHP2



Key Features: Billing and Invoicing Management

SAP CRM 7.0 EHP2

Billing Overview, Meter Reading, Bill

Correction, Payment Plan and Billing

Management

Quick access to Bill image. Billing can

be triggered via PDF document, mail,

SMS, e-mail and other channels

Simplified process to correct one or

multiple bills with meter reading

changes



Key Features: Billing and Invoicing Management

SAP CRM 7.0 EHP2

Correction parameters and number of

bills shown is configurable

On-demand Meter Read capability.

Supports Advanced Meter Infrastructure

Details view with dates, amounts, meter

reading, consumption and more data

Enhanced Meter Reading

User friendly and comprehensivefunctionalities

Improved billing engine

SAP CRM 5.0



Key Features: Financial Customer Care

Dispute Creation based on

customer complaint

Functionalities to Manage

Customer Payments and

Collection

SAP CRM 7.0 EHP2



Key Features: Service Notification

SAP CRM 5.0

SAP CRM 7.0 EHP2

Creation of Service Order or Service

Notification from a Customer

Interaction

Appointment scheduling and

availability

Notification codes implicit

Quick link to back-end and can launch

TOM system

Integration to GIS map

SLA management



Key Features: Social Media Collaboration and Analytics

Complaints automatically

created in SAP Customer

Service

Complaints can be logged in

Facebook widget



Utilities Web Services - UCES

SAP provides enterprise services that can be easily integrated into an existing Web page to execute the most crucial facing

processes:

Electronic Bill Presentment and Payment

Electronically deliver invoices and account information to a customer using a web and to accept payment of invoices online.

Also includes the authorization and settlement capabilities for communicating with credit card clearing companies.

Present customers with an overview of an account, or multiple account

Present customers with a list of paid invoice items Accept payment of invoices through direct deposit or credit card

Request and receive credit card authorization

Request and receive credit card settlements

Enable customers to add and update credit card information

Customer Communication

Designed to enable utilities companies to unify the look of their online

presence and integrates business functionality into your portals or Web pages.

Display customer overview

Enter Meter Reading

Trigger interim bills



Creating new fields: Application Enhancement Tool (AET)

EEWB in SAP CRM 5.0

AET in SAP CRM 7.0

New fields can be created and configured directly

in Web UI with little technical skills involved

Authorization can be set to control configuration

mode

Data dictionary is automatically created in the

database

Speed up development work and reduces effort

Replace the SAP GUI based Easy EnhancementWorkbench

The new fields created with AET are

seamlessly integrated with the UI

Configuration Tool, and ready for Mobile,

BI, Advanced Search and Search Result

List. Dropdown and F4 value Help can be

done in the Web AET easily



Creating new functionalities: Business Add-In (BADI)

Complete set of Business Add-in withprogram template, classes and methods

specifically for Utilities industry

Easily customizable and standard logic is

available

Predefined Utilities Best Practices


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Enhanced Business Process Error Monitoring (BPEM):

The SAP Utilities Check Cockpit (UCC)

BPEM in SAP CRM 5.0

New consistency tool based on customer

feedback to monitor system health for utility-

specific objects (e.g. contracts, points of

delivery), and checks (e.g. if a contract in SAP

ERP could not be created, errors in the sales

process, billing not possible) and cross-system

checks

For every issue detected, you can start a

process to get a solution and allocate the work

to the responsible specialist. You can alsotrack the progress of fixing the issues.

Can replace BPEM case in ISU; or customer

can incorporate BPEM into CRM Web UI

UCC in SAP CRM 7.0


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Rapid Data Migration for Customer Service and Billing

Reduce the risks involved in migrating customer data and financial information from

legacy into SAP CRM and billing system

Preconfigured software-and-service solution - easily and affordably cleanse customer

accounts, map source data, monitor migration efforts, and distribute stakeholder reports.

With the predefined migration content, you get the knowledge of all fields, lookup tables,

and mappings for migrating data to SAP structures

Develop and optimize best practices for migrating legacy data

Accelerate legacy data migrationswhile reducing migration risks

Establish extendable solid foundation for data management and data governance

Reduce Cost and Increase profitability; free up resources for other tasks and achieve

higher profitability in your projects

EMIGALL - ISU Migration Workbench


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Thank You!

SAP New CRM&Billing for Utilities

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