using SAP CRM in Gas/Electricity distribution

[Former Member]

Hi ,

Could any one give some of the points how implementing of SAP CRM would help a company which is in to disribution of Gas / Electricity .

Thanks & Regards,

Rahul D

[Former Member]

Hi,

If u r company has the customer facing group, then it will be very helpful for them because SAP CRM ( works as front end ) is properly integrated with ISU ( backend system). We can use CRM to take customers complaint's, give info on bills to customer etc..

Further info can be viewed in sap library.

Regards

Haricharan

[Former Member]

Enhanced Customer Service and Sales Processes in the CRM - ISU.

You can use this business scenario to map typical transactions for the call center of a vertically-integrated utility company. These transactions include multiple variants of the move-in/out process, meter reading, as well as inquiries regarding billing, costs, and other process related to managing customers or master data. The processes described here are specific for call centers, however, variants of the processes are also available via other channels.

This business scenario includes and enhances the Customer Service in the Interaction Center scenario of a traditional utility company. These enhancements allow utility companies to react to the challenges resulting from the deregulation of the energy market.

The business processes run as follows:

1. Information Help Desk

2. Identifying Account for Utility Service Processes

3. Processing Account and Business Agreement Data

4. Managing Service Locations

5. Utility Product Proposal in the Interaction Center

6. Customer Data Overview (Including Service Locations, Contracts)

7. Displaying Credit Risk Ratings

8. Managing Utility Contracts in the Interaction Center

9. Managing Utility Quotations in the Interaction Center

10. Entering Meter Readings

11. Changing the Budget Billing Plan

12. Processing the Payment Plan

13. Bill Information/Bill Correction

14. Managing Inquiries in the Interaction Center

15. Managing Credit Memos in the Interaction Center

16. Entering Payment Authorizations in the Interaction Center

17. Managing Business Locks in the Interaction Center

18. Malfunction/Service Notification

19. Managing Complaints in the Interaction Center

20. IT Help Desk

21. Analyzing Bills

Regards,

Shiva Kumar

[Former Member]

Shiva ,

Thank u so much for ur promt reply . The scenario you explained is the typical customer service & Interaction centre solutions .Apart from the callcentre solution there should be some more CRM processses which would add more value to utilties company . Also could you explain the concept of Channel partner management which is another concept of SAPCRM been used in utilties industries .I mean importance of using this concept in Utilities distribution company.

Thanks & Regards,

Rahul D

[kevin_dewilde]

CRM can also be used to make (limited) bills like you could do in SD.

Also, depending on the roles of the distribution in your country, grantor mgmt can be useful too (in Belgium the DGO is responsable for granting bonusses to people who make environment friendly adjustments to their homes).

Campaigns and marketing might also be very valid processes.