CRM50 Util Sales Management for Residential Customers

Detailed View of

Sales Management for Residential Customers

SAP CRM 5.0 – Utilities

SAP AG 2005, SAP CRM 5.0 - Utilities, 2 of 42

Content

Our Vision

Current Solution

Further Information

Challenges and Market Trends

Sales Process for Residential Customers

Additional Functional Highlights

Conclusion


Content

Our Vision

Current Solution




Further Information

Conclusion


Utility Industry Challenges Addressed by SAP CRM

Interaction center solution Provide integrated utility-specific processes in the areas of marketing,

sales, and service around your customers

Increase customer convenience through additional interaction channels

Enable valuable and long-lasting customer relationships

Opportunity management and sales methodology Create opportunities, including sales methodology, to streamline your

complete sales cycle

Provide an integrated view to all relevant sales data for your sales agents

Cross-system contract management Create and maintain utility contracts on the basis of multiple

information sources and products

Include sales, marketing, and analytical information


Market Trends

The utilities industry is in transition: Deregulation creates new challenges for your company to target and

attract new customer groups. These challenges exist even when you are still operating in a regulated market environment.

Optimized support of the complete sales cycle eases your daily business.

Analytical capabilities enable you to optimize the customer relationship to your most attractive customer group.

System integration reduces your total cost of ownership (TCO).


Content

Our Vision

Current Solution




Further Information

Conclusion


Suppliers & Partners Customers & Channels

Generation Transmission & Distribution Meter Operation Retail & Services

Asset Life Cycle & Resource Management

Plant Engineering & Construction Plant Maintenance & Operations

Decommissioning

Supply Operations Grid Engineering & Construction Grid Maintenance & Operations

Connection & Device Management Installation Service

Meter Reading Services Consumption Data Collection

Energy Capital Management Energy Data Management

Energy Forecasting Portfolio Management

Energy Trading Selling of Energy & Services

Campaign Management IC Marketing

Sales Management for Residential Customers Sales Management for Commercial & Industrial Customers

Account & Contact ManagementIntegrated Sales Planning and Analytics

Customer Service Management

Service Order Management Customer Service Processes

Service Contract & Entitlement Management Complaints & Returns Management

Electronic Customer Services

Account & Contact Management Billing of Energy & Services

Billing for Residential Customers Billing for Commercial & Industrial Customers

Billing of Unmetered ServicesBilling of Services

Customer Financial Management

Receivables & Collections Reconciliation & Closing

Auditing Collaborative Services & Intercompany Data Exchange

Change of SupplierReconciliation & Settlement

Payment Processing

Enterprise Management & Support

The Utilities Solution Map


Sales Management for Residential Customers in SAP CRM

Customer Identification/ Creation

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Product Proposal/Price Determination

Collection of Customer Data

Creation of Contracts

Quotations and Offers

Fulfillment and Settlement

Sales Analytics

Campaign Setup and Execution

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Receive a customer or prospective customer call, identify the caller, and get a quick and complete overview about the current situation in the interaction center environment.

Create all relevant data for the customer. This is typically technical data for the connection object, premise, and points of delivery (POD).3

Offer a product proposal from a wide range of different predefined CRM products to your customer. Use cross-selling and up-selling opportunities to sell additional goods (for example, gas heaters).

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Create campaigns to attract new customer groups or offer new products to your existing customer base. Use different channels such as e-mail, letter, or outbound calls in your call center.

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Print out a confirmation and send it to the customer.

If your customer accepts your proposal and sends back the signed quotation, you can directly create all relevant service contracts in SAP CRM with a simple mouse click .

All relevant master data, accounting data, contracts, and technical objects are automatically transferred to your back-end system to perform the fulfillment.

Measure the success of your campaigns and determine possible improvements for your products.

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Sales Management for Residential Customers in SAP CRM: Integration

Goal of integration

The goal of integration is to create a complete standard solution for utility companies that uses the enhanced functionality provided by SAP CRM and to combine this with the functional richness of an existing SAP for Utilities set of solutions. This is reflected in a seamless integration within a complete system landscape with no leading system for the technical master data.

The first step focused on the bidirectional data integration between IS-U/CCS and SAP CRM.

The second step focused on the functional outlook and adding new scenarios from the marketing and sales area.


Sales Management for Residential Customers in SAP CRM: Data Model

ConnectionObject

Installation

Contract

Premise

Point of Delivery

ContractAccount Bill

Billing

SAP for Utilities SAP CRM

Point of Delivery

Contract

BusinessPartner

BusinessPartner

BusinessAgreement

ConnectionObject


In the CRM system, a point of delivery is identified or created.

A service transaction with an IS-U contract item is created for the point of delivery.

A product is allocated to the contract item. (The item category is determined using the item-category-determination function. This is important for the deregulation role.)

The business agreement is selected. The move-in date is entered as the

contract start in the dates for the contract.

The configuration (if available) is maintained.

The transaction is saved.

Move-in with product allocation

Change to move-in date

Move-in reversal

Move-out

Change to move-out date

Move-out reversal

Insertion of contract with product allocation

Product change

Reversal of product change

SAP CRM

Sales Management for Residential Customers in SAP CRM: Processes Supported


The transaction is identified by means of the address or business partner.

The contract start date is changed, and the transaction saved.




Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM




The contract end date will be set to the contract start date, and a cancellation reason is entered. The transaction is saved.



Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM



The contract end date is set, and the transaction is saved.




Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM



The contract end date is changed, and the transaction is saved.




Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM




The contract end date is deleted, and the transaction is saved.



Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM




This is identical to the move-in with product allocation, except that the contract start and end dates are entered at the same time.



Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM




This is identical to the move-in with product allocation; the action “product change” is triggered, and the change date (start date of the new item) is entered.



Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM




The action “product change reversal” is triggered. The result is an item with contract start date, end date, and cancellation reason.



Move-in reversal

Move-out


Move-out reversal


Product change


SAP CRM


Sales Management for Residential Customers in SAP CRM: Cross-System Processes

Cross-System Process

SAP forUtilities

Master DataGenerator

Selection of Flexible Energy Product via All Available SAP CRM Channels

SAP CRM

Configuration

Variable Product Information

Fixed Product Information

SAP for Utilities Master Data

Template

Configuration

Generation of Master Data in SAP for Utilities


Sales Management for Residential Customers in SAP CRM: Benefits

Add the power of SAP CRM to your utilities solution: Complete integration into marketing in SAP CRM to launch campaigns

and offer new energy products

Quotation handling for residential customers

Usage of all communication channels, inbound as well as outbound

Utility contract management in SAP CRM embedded in the Interaction Center

Easy-to-use user interface for call center agents; call center agents have to deal with only a limited number of processes and transactions

Seamless integration of all necessary processes in only one user interface


Sales Management for Residential Customers in SAP CRM: Screenshot

Screenshot


Content

Our Vision

Current Solution




Further Information

Conclusion



Utility-specific contract maintenance

Locator for data environment view

Layout switch for navigation area

Fact sheet “Partner Overview”

Business partner search

Handling of security deposits during contract creation

Supply switch process with SAP CRM

Data Integrity Manager (DIMa) support for utility-specific business objects


Utility-Specific Contract Maintenance: Interaction Center WinClient

Special screen improves agent productivity during contract maintenance:

Most-often used information available on first screen

Direct navigation tocontract items

Move-in and move-out datesas separate fields

Maintenance of security deposit requests

Push buttons to enter move-in/out meter readings

Fewer number of clicks forcontract maintenance


Locator for Data Environment Views: Interaction Center WinClient

Data environment views from IS-U available in CRM Interaction Center: Instant access

to all business partner–related data

Easy configuration of nodes and data

Filter by businessagreement

Same data environmentas known from IS-U CIC


Layout Switch for Navigation Area: Interaction Center WinClient

Provides new switch on toolbar to enlarge navigation area for better viewing

Now enables navigation and application area to be enlarged and collapsed

Is ideal to view new data environment


Layout Switch for Navigation Area: Interaction Center WinClient

After layout switchBefore layout switch


Fact Sheet “Partner Overview”

Instant overview about most important business partner data – part 1:

Number of accounts, premises, contracts and so on

Last invoice amount

Dunning status

VIP flag

Invalid meter readings


Fact Sheet “Partner Overview”

Instant overview about most important business partner data – part 2:

Accumulated account information, such as total amount open,total amount due,credits, and so on

Special contact conditions

Bank data – incoming and outgoing


Business Partner Search: Interaction Center WinClient

Customizable search string available in CRM Interaction Center:

Agent can enter several search criteria into one field instead of several fields.

Format of search string is customizable.

Example format:

BP.CA.PREM.STREET.HOUSENUM

Search for business partner using street name and house number


Business Partner Search: Interaction Center WinClient

Permanent hit list available after business partner search: List business partners retained in the Interaction Center

Display again with button “Display all partners”

Start search with “Enter” button


Supply Switch Process with SAP CRM

Market communication in deregulated markets is integrated into the sales process:

1. Action “Supply switch” on SAP CRM utility contract triggers creation of switch document in IS-U.

2. SAP CRM contract is set to status “Do not replicate.”

3. Link from SAP CRM contract to switch document enables status checking by interaction center agent.

4. Once supply switch process has successfully completed, SAP CRM utility contract status “Do not replicate” is removed.

5. Regular contract replication creates contracts in SAP IS-U.

SAP CRM SAP IS-U

ContractSwitch Document

Do not replicate


DIMa Support for Utility-Specific Business Objects

The Data Integrity Manager (DIMa) helps you detect and repair inconsistencies of business objects that are replicated between SAP CRM and IS-U.

Comparison is executed on two levels: Header compare

Check that business objects exist in CRM and IS-U

Detail compareCheck that attributes of business objects have the same value in CRM and IS-U


DIMa Support: Overview of Business Objects

The DIMa now supports the utility-relevant business objects:

XXConnection Object,Point of Delivery

Connection Object,Point of Delivery

Contract

Contact

Contract Account

IS-U

XXBusinessAgreement

XXActivity

DetailHeaderCRM

XXContract

CompareBusiness Object


Content

Our Vision

Current Solution

Further Information




Conclusion


Conclusion

Functionality Whole customer portfolio of utilities supported during the sales process

and within marketing – fully integrated to IS-U

Business value Optimized customer interaction processes

Significantly improved customer satisfaction

Reduced churn rates

Easy customer acquisition

Fast handling of all customer segments

Further aspects Integrated suite, which ensures lower TCO and faster ROI

Easy integration, which simplifies your implementation

Improved usability, which ensures high user acceptance


Content

Our Vision

Current Solution

Further Information




Conclusion


Further Information

SAP CRM 2005 Learning Maps

SAP Service Marketplace http://service.sap.com/rkt-crm > SAP CRM 2005

Online Documentation

Help Portal http://help.sap.com/ > Documentation > mySAP Business Suite > SAP Customer Relationship Management

Online Knowledge Products

SAP Service Marketplace http://service.sap.com/okp

CRM50 Util Sales Management for Residential Customers

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