Friday, July 21, 2017

SAP Hybris Cloud for Customer - utility company project update

HPC America's implementation of SAP Hybris Cloud for Customer at a utility company is progressing nicely (read prior posts 1 and 2). We now have the following functionality working in SAP C4C:

Guided Move-In / Move-Out
This is one of the most important aspects of utility company customer relationship management, and in SAP Hybris Cloud for Customer the functionality steps the end-user through the move-in/move-out process. Initially, there were challenges around meter read estimation and inputs, but we’ve resolved them. We also developed some BADis to streamline the process. For example, out of the box, C4C’s move-in function was creating multiple Service Orders, instead of a single one as the customer required. By modifying the BADi, we've enabled SAP C4C to generate a single Service Order.

Payment History
Customers’ payment histories were initially not replicated fully in SAP C4C, due to the select query working only on certain ECC payment entry configurations. Our utility customer’s ECC payment input is configured to allow multiple entries, so we worked closely with SAP Technical Support to update Cloud for Customer to meet this requirement.

Editing/Creating Meter Reads
Input of meter reads by contract is now operational in SAP C4C. This update is manual, but the system can also make estimates automatically. If a customer’s account has a smart meter, uploaded readings may be edited or overridden.

Testing of Responsive U/I
We’ve now tested SAP Cloud for Customer's Responsive U/I on various mobile devices, including Apple IOS phones and iPads and Android LG phones. The results are excellent, and the user interface makes for a very rewarding experience. The responsive interface in combination with critical functions, such as manual meter reads in territories without AMI, will provide tremendous benefits. In such a case, for example, field technicians will be able to input meter reads in real-time while at a service address without using any other software by SAP C4C.

Tickets and Customer Interaction groupings
In SAP C4C, the ticket is the main record of all customer interaction. We’ve now configured tickets and work tickets to align with our customer’s “Customer Interaction” groupings, which define categories such as Outage, Disconnects, Payments, Billing, and Service Request. All phone calls and emails between a CSR and a customer will be recorded and linked to the customer account in SAP Cloud for Customer.

To learn more about SAP C4C's benefits for utility companies, please contact HPC America.

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