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
Customer engagement as a mobile app? This runs in a browser no specific mobile app
1909 SAP Help to activate
What do you think?
Extremely nice coverage! It will be good to get updates on migration journey for enhancements.