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Author's profile photo Robert Straubinger

S/4HANA Utilities for Customer Management, workshop at the IUC in April 2019

Since we released S/4HANA Utilities for Customer Management (aka S4CRM) about a year ago, we already saw how the ‘canoe has tipped’ as Canadians would say. On the one side, the first utilities customer went live with customer management, several others are implementing and this solution became the new standard for back office customer service with IS-U. On the other side, we are seeing the last new implementations of CRM 7 for Utilities underway and we support many customers working on roadmaps leading to S/4HANA.

Going to Customer Management for Utilities has different starting points: greenfield, brownfield or upgrade and can be done in different ways: use as much standard as possible or preserve any existing enhancements and built processes.

To help customers and partners discover and understand this solution better, SAP offers a 1/2 day workshop on April 2nd at the

International SAP Conference for Utilities, Workshops

Product owner Michael Ernzerhoff and solution owner Robert Straubinger will discuss and demonstrate details and provide guidance for the three key scenarios:

  • Upgrading to SAP S/4HANA Utilities from the customer interaction center (CIC0)
  • Upgrading and migrating from the SAP Customer Relationship Management application
  • Performing new installations of the SAP for Utilities solution portfolio


Please sign early up as space is limited.


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      Author's profile photo Efrain Antonio Pacheco
      Efrain Antonio Pacheco

      Hi Roberts,

      Could you be kindly to explain how/when to implement S4HANA ISU for CM  or C4HANA ISU?,  or

      Can be both solution live together in the same environment but how to differentiate which process go to one solution and others go to the second one?



      Author's profile photo Robert Straubinger
      Robert Straubinger
      Blog Post Author

      Hello Efrain,

      first of all, yes, C/4HANA and S/4HANA work together very well, including in the Utilities context. C/4HANA is an extended portfolio for customer experience covering marketing, sales, customer service, self-service, commerce and more. S/4HANA Utilities for customer management covers (only) utilities customer service and some sales scenarios very similar to what CRM 7 did. So the overall answer is: We are going to the cloud, look at the cloud first. Second, this question is not new, C/4 HANA Service Cloud (aka C4C) is not new. What is new is that we have embedded CRM OP into S/4. If there is a desire or need to run customer service for utilities in S/4 on premise, then look at customer management. Different reasons may exist, for example legal, financial (OPEX vs CAPEX), retaining CRM OP investments or back-office specialists functions in S/4. It is best to review this case by case especially for upgrading customers.

      Best regards,


      Author's profile photo Efrain Antonio Pacheco
      Efrain Antonio Pacheco


      As per some colleague, C4HANA ISU is focused on call center process as ISU front-office, although by checking S4CRM processes I see it could  has the same purpose but guess S4CRM ISU is made for Back-office support, so it can be a little confuse.

      Below is the current functionality available until 1608 for C4HANA ISU, if you have the most recently version please share

      Below is the S4HANA ISU for CM more updated release, as you can see it seems to have more functionalities available in S4HANA than C4HANA, so what will be the future of the SAP Utility solution,  do we start to think to move all to cloud (C4HANA) and put off S4HANA ISu for CM?

      My proposal with this message is to provide my customer with the best functional architecture since my customer acquired both solutions.

      I will appreciate if can share more recently information of this solution form the functional context.

      Best regard