crm50 util sales management for residential customers
TRANSCRIPT
Detailed View of
Sales Management for Residential Customers
SAP CRM 5.0 – Utilities
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Content
Our Vision
Current Solution
Further Information
Challenges and Market Trends
Sales Process for Residential Customers
Additional Functional Highlights
Conclusion
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Content
Our Vision
Current Solution
Challenges and Market Trends
Sales Process for Residential Customers
Additional Functional Highlights
Further Information
Conclusion
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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
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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).
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Content
Our Vision
Current Solution
Challenges and Market Trends
Sales Process for Residential Customers
Additional Functional Highlights
Further Information
Conclusion
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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
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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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Sales Management for Residential Customers in SAP CRM
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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Sales Management for Residential Customers in SAP CRM
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.
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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
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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
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The transaction is identified by means of the address or business partner.
The contract start date is changed, and the transaction saved.
Sales Management for Residential Customers in SAP CRM: Processes Supported
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
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Sales Management for Residential Customers in SAP CRM: Processes Supported
The transaction is identified by means of the address or business partner.
The contract end date will be set to the contract start date, and a cancellation reason is entered. 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
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The transaction is identified by means of the address or business partner.
The contract end date is set, and the transaction is saved.
Sales Management for Residential Customers in SAP CRM: Processes Supported
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
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The transaction is identified by means of the address or business partner.
The contract end date is changed, and the transaction is saved.
Sales Management for Residential Customers in SAP CRM: Processes Supported
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
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Sales Management for Residential Customers in SAP CRM: Processes Supported
The transaction is identified by means of the address or business partner.
The contract end date is deleted, and 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
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Sales Management for Residential Customers in SAP CRM: Processes Supported
The transaction is identified by means of the address or business partner.
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 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
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Sales Management for Residential Customers in SAP CRM: Processes Supported
The transaction is identified by means of the address or business partner.
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 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
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Sales Management for Residential Customers in SAP CRM: Processes Supported
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Sales Management for Residential Customers in SAP CRM: Processes Supported
The transaction is identified by means of the address or business partner.
The action “product change reversal” is triggered. The result is an item with contract start date, end date, and cancellation reason.
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
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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
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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
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Sales Management for Residential Customers in SAP CRM: Screenshot
Screenshot
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Content
Our Vision
Current Solution
Challenges and Market Trends
Sales Process for Residential Customers
Additional Functional Highlights
Further Information
Conclusion
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Additional Functional Highlights
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
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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
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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
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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
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Layout Switch for Navigation Area: Interaction Center WinClient
After layout switchBefore layout switch
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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
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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
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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
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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
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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
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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
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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
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Content
Our Vision
Current Solution
Further Information
Challenges and Market Trends
Sales Process for Residential Customers
Additional Functional Highlights
Conclusion
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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
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Content
Our Vision
Current Solution
Further Information
Challenges and Market Trends
Sales Process for Residential Customers
Additional Functional Highlights
Conclusion
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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