Customer Master Data ManagementCreating and Managing Customer Master Records Data Models for Customer Information (e.g., Address, Payment Details) Managing Hierarchies and Relationships between Customer Accounts
Overview of SAP Interaction Center for Utilities Managing Customer Inquiries and Issues Using Interaction Center for Multi-Channel Communication (Phone, Email, Chat)
Customer Grouping for Tailored Service Offerings Profiling Customer Behavior and Needs
Interaction Center (IC)
Customer Segmentation and Profiling
Contract ManagementCreating and Managing Utility Contracts (e.g., Gas, Water, Electricity) Types of Contracts (Residential, Industrial, Commercial) Managing Contract Lifecycles (Creation, Renewal, Termination)
Billing Models and Processes for Utility Services Rate Determination and Billing Cycles Handling Complex Billing Scenarios (e.g., Adjustments, Disputes)
Overview of Financial Integration (FI-CA) for Billing and Payments Payment Processing and Reconciliation Managing Payment Discrepancies and Disputes
Billing and Invoicing Processes
Integration with SAP FI/CA
Meter ManagementCreating and Managing Meter Master Data Meter Installation, Replacement, and Removal Processes
Scheduling and Managing Meter Reading Integration of Meter Data with Billing Validating and Adjusting Meter Readings
Recording and Storing Energy Consumption Data Integration of Consumption Data with Billing and Reporting
Meter Reading
Consumption Data Management
Service Request ManagementCreating and Managing Service Orders for Utility Services Workflow for Service Requests (e.g., Repairs, Installations) Tracking and Resolving Service Orders
Managing Field Technicians and Resources for Service Orders Coordinating On-Site Services for Customers Integration with Mobile Workforce Management Systems
Integration with Field Service Operations
Managing Customer PaymentsPayment Plans and Options for Utility Customers Monitoring Outstanding Payments and Overdue Accounts
Overview of Dunning in SAP ISU Creating and Managing Dunning Levels for Unpaid Bills Integration of Dunning with Customer Communication and Interaction Center
Dunning Processes
