Sunday, 28 June 2020 08:48

SAP S/4HANA Utilities for Customer Engagement Summary

Written by Tammy Powlas
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This was from a webcast I attended a while ago.

From SAP:

“Customer Engagement is a simplified version of SAP CRM embedded in S/4HANA.  It was initially available as an add-on named “customer management”.

This session provides a functional overview of processes geared towards the utilities industry, and covers an update on the product road map and cloud integration.

Source: SAP

Please note the usual disclaimer applies; things in the future are subject to change

Source: SAP

Customer

Vacant premise

Consumption

Most utilities – see customer and premise overview

High transaction volume

Link to others, such as self service, marketing

Where is customer service, back office

Was built for the employee

Source: SAP

15 years ago; look at CRM

Utilities – meter readings, postings

Looking at large application

Stability

A lot of automation

Exception handling

Integrated to other solution

 

Moving to S/4HANA – analytics, higher performance, searching,

Pressure on TCO

 

Run embedded CRM

CRM add-on now called customer engagement

 

Link to self service

Source: SAP

Central point of entry for customer service

Find a customer, create customer, respond to customer, look at premise, make some changes on contract

Customer engagement – web client user interface in CRM7

Updated Fiori theme

Looks like other Fiori applications

Fully embedded in S/4HANA with 1909 and name changed

Was called customer management add-on

Now called customer engagement

Source: SAP

1 harmonized data model

No more replication

Fast move in move out

Source: SAP

One field search

Toggle to classic search

Avoid creating duplicates

Source: SAP

1 click actions

Context sensitive menu options

Source: SAP

For a retailer in deregulated market

Planned for October – adding more processes

Source: SAP

From older CIC implementations – framework, searches, front office process (FOP) tools – this is where you use transaction launcher

Can launch FOP or anything else

Source: SAP

2 editions:

Basic CIC – limited – those who come from ISU CIC – framework; bring those FOP built

Enterprise – move in, sales contract

Migration Scenarios for CRM and IS-U Customers

Figure%2011%2C%20Migration%20Scenarios

Figure 11, Migration Scenarios

Source: SAP

Entry point for CIC

Interaction center

 

Contacts/interaction records

Build history – contacts ..> interaction records

Standard mapping

Default role, menu, navigation bar

 

Figure%2012%2C%20Source%3A%20SAP

Figure 12, Source: SAP

Second migration scenario

Cross Industry Solutions Often Used by Utilities

 

Figure%2013%2C%20Source%3A%20SAP

Figure 13, Source: SAP

Figure%2014%2C%20Source%3A%20SAP

Figure 14, Source: SAP

Contact center – voice, email, chat

Figure%2015%2C%20Source%3A%20SAP

Figure 15, Source: SAP

ISU role does not include email editor

Road map

 

Figure%2016%2C%20Source%3A%20SAP

Figure 16, Source: SAP

Product direction – scope round-ups – feedback from early adopters

 

You can find any important links for education for Utilities in the SAP Learning Journeys

SAP for Utilities – Upskilling for SAP S/4HANA and Intelligent Enterprise

https://help.sap.com/doc/221f8f84afef43d29ad37ef2af0c4adf/HP_2.0/en-US/a458fdd6c50b446eaa0c17507ecd5ac7.html

 

Customer engagement as a mobile app?  This runs in a browser no specific mobile app

 

1909 SAP Help to activate

https://help.sap.com/doc/b4a49252869946809850099c461d7518/1.0/en-US/S4HANA_Utilities_for%20CE_Cookbook_1909_WIP_0.3_extern.pdf

 

What do you think?

 

Read 54 times Last modified on Monday, 29 June 2020 09:34

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