Customer Relationship Management Blogs by Members
Find insights on SAP CRM and other customer relationship management products and topics in blog posts from community members and share your own perspective.
cancel
Showing results for 
Search instead for 
Did you mean: 
TammyPowlas
Active Contributor
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 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 12, Source: SAP


Second migration scenario

Cross Industry Solutions Often Used by Utilities


 


Figure 13, Source: SAP



Figure 14, Source: SAP


Contact center - voice, email, chat


Figure 15, Source: SAP


ISU role does not include email editor

Road map


 


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/a458fdd6c50b446eaa0c17507ecd5...

 

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_Cookbo...

 

What do you think?

 
5 Comments