Product Information
SAP S/4HANA Utilities for Customer Engagement Summary
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.
Nice Article Tammy,
I have a question. In your Blog you have mentioned that "Migration tools for CRM Core objects Planned( Business Activities ) Interaction record", Is there any updates on this.
We are migrating from SAP CRM to S/4 Hana CE, we want to migrated old Interaction records to S/4 system. I see a function module CRM_S4_BTX_ACTIVITY_MIGRATION but not sure how it is been used. Do we have to use it from migration cockpit?.
Please advise.
Thanks & Regards,
Rajanidhi Rajasekeran.
Hi - thank you for reading and commenting.
The answer is I don't know; I am a customer myself. We didn't use crm in our ECC system so we didn't have to consider this.
I recommend asking this as a question at answers.sap.com
Good luck to you