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Author's profile photo Maurizio Cattaneo

Best practice in CRM Energy product design – integration with Utilities Billing

In a time where the utilities markets are getting more and more competitive, companies demand applications that can handle changes in customers and market’s needs in the most effective and flexible way.

A variety of energy products and programs that customers can apply for are introduced to the markets on a regular basis, generating follow up activities that Utilities have to deal with efficiently to maximize quality of services and minimize the costs to the organization.

SAP supports these processes with SAP CRM for Utilities, together with the Energy billing engine in SAP ECC.

SAP CRM Products provide all the information on the products available and applicable to a specific customer for a specific installation; variable attributes, such as payment terms, billing frequency etc can be specified at the time of the interaction, discounts are set accordingly to the company’s policy and product specifications.

The information are then replicated to the billing engine which will regularly produce the invoice and trigger the relevant collection processes.

The integration between CRM and ECC offers fundamental advantages yet the design of CRM products and ISU billing is implemented very differently by different project teams.

SAP Consulting is working to define best practices on how to design CRM products that can be easily implemented (and amended) in conjunction with the relevant energy billing setting to ensure efficient and correct billing processes.

We are interested to the views of the community on the topic and in collecting and sharing information on the experience from the field.

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