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New service connection, a complex business
This process is a perfect example of integrating customer service, enterprise asset management and field service. Utilities have not changed how buildings are connected to the grid, however, work management operations and software solutions have improved significantly. Let me show you how the redesigned new service connection process runs with SAP service management, both from a customer and work management view.
Reference process flow
If you compare a water connection for a single home with an electric connection for an office building, you can see both, a variation in complexity and a common pattern. We considered this to define a reference process with SAP service management. It has two main parts, a commercial phase followed by a technical phase. The main solutions are service and maintenance functions in S/4HANA Cloud private edition and Field Service Management.
Process steps
Steps 1 - 4, commercial phase:
First, during new construction, either a land developer, builder or contractor requests a new service connection. The process starts in customer service, online or with an agent. A service request is created and captures customer information, the new service location, dates and the type of request. Next is a follow-up service order for a field survey. A technician needs to assess, measure and plan the new connection design. With this information, the service agent can create a service quote and send it to the requestor. When the quote has been accepted, the first phase, mostly commercial and customer centric, is complete.
Steps 5 - 8, technical execution phase:
In the second phase, a work manager receives the service order, plans the execution operations, equipment, material, schedules a crew and dispatches the work. A field crew performs the installation, time and material is recorded in the field, orders are confirmed. This phase, work and asset management centric, concludes when the orders are confirmed, billed and settled. The builder is informed that the connection is ready for meter installation.
Document flow
As you can tell by now, this is a long workflow, typically taking weeks. From a utility perspective, it is an 'ad-hoc service request' by an external party. That's why the backbone of this process is service with advanced execution, where service starts with a customer request and the execution is complex and linked to asset management. See also my other blog about this topic.
What has changed and what is special?
Compared with previous solutions and releases, for example SAP ECC work management, customer service (CS), service management (PM/CS) or mobile solutions, many capabilities have changed. Let me point them out and add important remarks.
Service request and service order
The initial object is the (new) service request, followed by a (new) service order. I say (new) service to highlight the (new) service objects that became available in S/4HANA service with customer management. The service request is either created directly in S/4HANA, via an online form or from Service Cloud. Keep in mind, we do no longer use the sunset PM/CS objects, service notification PM-CS-SN and service orders PM-CS-SO.
This service request contains a customer/sold-to-party, dates, and we need a service loaction. If the functional location does not exist yet, it is created now or at least a building address is captured. Nothing new, just note that the new service objects can reference locations and equipment.
From here on there are about 10 subsequent process documents that follow the service request. They are connected via document flows, as shown in the picture above. This is very useful, copy control configuration and standard integrations automate the process.
Following the service request, the service order for the field survey uses a simple transaction type SRVO and a simple service product. I call it simple because we do not need any plant maintenance involved yet. This order is for a field technician to visit the construction site and gather information to plan the connection design.
Field service management
The service order is dispatched to a surveyor in the field. Mind the service order to field service management (FSM) document flow, we utilize FSM rather than SAP Service and Asset Manager (SAM). The mobile FSM app uses smartforms to capture the connection specifics, for example 'residential electric service, 240V 2-phase, 200A, 15m long, above ground'.
Service quotation
The service quotation document is key for the commercial agreement and for preparing the work management phase. The ability to quote service, including complex service with advanced execution, is new in S/4HANA. A quotation of the document type MSQ is a precursor of the service order with advanced execution of the type MSO. A different service product is used for the connection order item, now with an item category for advanced execution.
The calculation of the new connection amount payable by the builder is happening here, using item pricing. The utility can use simple or complex rules to determine a connection price. A debit request can be created for an upfront payment.
Screen capture of a service quotation
Once the builder accepts the quotation, the maintenance service order is created automatically and visible in the transaction history document flow.
Service order with advanced execution
The service order with advanced execution of the type MSO (maintenance service order) links us to plant maintenance. Not much has changed in the linked PM order, see below, but watch the 'Service' section. This is new, it contains the link from PM back to service.
Screen capture of a maintenance order
The maintenance order operations drive the field service activities.
Screen capture of a maintenance order, operations
Field service management, again
FSM takes over with planning, dispatching and the field service execution. This is the heavy lifting of the service with advanced execution. Field work can include digging a trench, installing cables or pipes, setting poles and transformers, and mounting conduits and meter sockets. Field technicians record time, material, expenses and update equipment records in the mobile app.
Screen capture of the FSM dispatching board
You may have noticed, FSM works for both, simple customer centric service orders like the survey and here, for complex plant maintenance centric operations.
Completion
Once the order is technically complete, the new service, for example power or water, can be turned on. Because most services are metered, this starts the next process, a device installation in meter-to-cash. The confirmed orders are internally settled and billed. The new connection becomes a field asset, located at a customer address.
Summary
The redesigned service process is compatible with the current SAP solutions and suitable for most use cases, especially residential and commercial connections. The benefit of the new service objects is the flexibility and customer orientation. When needed for advanced execution, we use the extensive capabilities in plant maintenance.
There are some exceptions to the applicability of this reference process. For example, a connection for an entire factory to the grid at a high voltage level would rather be seen as a capital project and managed like an investment.
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