Introducing S/4HANA Utilities for Customer Management (S4CRM)
Simplification is one of the key mottos of SAP S/4HANA, some people even say that its first letter is one of reasons behind the “S” in the product name .Today I would like to introduce you to one of the major elements of simplification within what SAP S/4HANA offers to the utilities industry. Let me explain more:
SAP S/4HANA for Customer Management (S4CRM) is a simplified version of SAP CRM embedded into SAP’s digital core powered by HANA. Technically you can install it as an add-on on top of S/4HANA, SAP’s digital core – which means that S4CRM tables will be part of the S/4HANA database scheme. Hence no middleware is required to replicate data between S/4HANA (including IS-U) and S4CRM – resulting in a simplified system landscape which you can run at a lower total cost of ownership. With S4CRM, SAP intends to harmonize the ERP (IS-U) data model with CRM for Utilities, starting with the business partner and contract account in the first release and continuing with further entities in the subsequent versions.
Moreover with S4CRM release 1.0 (released to customers since end of February 2018), SAP has embedded the CRM Interaction Center into S/4HANA, serving as a central entry point for customer service specialists. Note that S4CRM comes with a new “Belize” UI theme, offering a delightful SAP Fiori user experience as well for in the Interaction Center. For the utilities industry, SAP delivers a new business role S4_UT_IC covering 45+ typical business process steps of a utility company – with more to come in the subsequent releases of course:
To summarize SAP S/4HANA Utilities for Customer Management is a key element of SAP’s S/4HANA roadmap for the utilities industry, allowing utility companies to safeguard their past investments into SAP CRM for Utilities in a simplified system landscape.