SAP for Utilities

Billing and Customer Service

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
2011 SAP AG. All rights reserved. 3
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
3
rd
Party Telephony Systems
Broadcast Message Navigation 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
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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
functionalities including 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
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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
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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 comprehensive
functionalities
Improved billing engine
SAP CRM 5.0
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Key Features: Financial Customer Care
Dispute Creation based on
customer complaint
Functionalities to Manage
Customer Payments and
Collection
SAP CRM 7.0 EHP2
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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
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Key Features: Social Media Collaboration and Analytics
Complaints automatically
created in SAP Customer
Service
Complaints can be logged in
Facebook widget
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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
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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 Enhancement
Workbench
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
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Creating new functionalities: Business Add-In (BADI)
Complete set of Business Add-in with
program 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 also
track 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 migrations while 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
Thank You!