Work Management:-

The efficient performance of services is increasingly important for utility companies in

times of growing competition and increased customer orientation. Utility companies
consequently plan and cost such services as work orders.
Examples include:
Setting up service connections
Maintaining technical equipment, performing periodic device replacement
Processing repairs and reports of damage
Creating collection and disconnection orders
Performing energy consulting

Customer Service:-
Every year, larger utility companies deal with several hundred thousand direct customer
contacts. In light of this large number, efficient processing of contacts is an important
performance characteristic of IS-U/CCS. In particular, entering business transactions
places considerable demands on the user interface, service flow, and response time of
the system.
The front office is the most important part of customer service. This is where customers
can obtain information on all the important data and start all the processes that are
important to their work centers. Depending on the content of the business processes, it
uses R/3 workflow management to support the flow of those processes.
You can configure the front office to your requirements in Customizing. These
configurations allow you to set up a work environment specifically suited to a particular
staff member and to define which data and transactions that the staff member is allowed
to access.
In its customer information IS-U/CCS offers various ready-made views with which staff
can provide customers with information on, for example, their data and accounts.
Workflow management contains predefined transactions with which staff can handle
such jobs as:
Creating a new premise
Processing a move-in
Changing a contract
Entering a fault report.
The initial step in any customer contact in the front office is the identification of the
customer, which is supported by a powerful search function, the Data Finder. You define
in Customizing which data the system uses as search criteria. You can automate this
step by integrating a computer telephone integration (CTI) system and display an initial
information screen that contains information on the customer. Once the customer has
been identified, your staff can call up information screens and then branch from there to
additional, detailed views. If changes are required, you can make them on the spot.
For example, you can change bank details or process a move-in.
If you cannot complete the transaction because required data is unavailable or if detailed
processing is required, you can:
Initiate a workflow : Depending on the definition of the workflow, you continue the
transaction in
the back office when the necessary events have occurred
Create a follow-up for the appropriate person : In this case, you can enter customer
information in a note and attach it to the follow-up.
IS-U/CCS automatically logs the customer contact. You can enter notes (like marketing-
relevant remarks) on a customer contact. You can quickly obtain an overview of prior
contacts and sort them according to various criteria, such as prior dunning events or field
service operations. The log record for the customer contact references the relevan
t object or documents. This means that you can display
the dunning letter sent for a dunning event, for example, directly from the log.