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The Customer Communication ES bundle provides Enterprise Services designed to enable utilities companies to unify the look of their online presence and integrates business functionality into your portals or Web pages. This ES bundle will allow furthermore to create composite applications that meet their unique needs to communicate with the customer.

Caused by the increasing cost of energy, utilities and their customers are looking for ways to reduce their costs while simultaneously adapting to new legislatively mandated market rules that require utilities to compete for customers on the open market. This can be achieved by communicating with the customer more cost effectively.
One approach is to provide self service or e-commerce applications through the internet. There is already an application available: SAP Utilities Customer E-Services (UCES). In the future these applications shall be based on web services. In the first wave of this ES bundle, we provide enterprise services that can be easily integrated into an own Web page to execute the most crucial customer facing processes.

The bundle provides in its first version a subset functions that are provided by SAP Utility Customer E-Services.

  • Display customer overview
  • Enter meter reading
  • Trigger interim bills

This enables to reduce costs for Web UI development in comparison to adjustments / modifications to SAP UCES.

Audience

This bundle is tailored to all utility company types that deal with end customers, namely the retailer in a deregulated market and the incumbent utility company in a regulated market.

 
 

Customer Communication
(click to enlarge)

For details on Service Operations, Business Objects and Process Components, please check the ES Workplace.

 

How to Use This ES Bundle

With the Customer Communication ES bundle you will be able to create your own interface and to blend it seamlessly into your own applications, e.g. external portal or Web site.

This ES bundle helps service-enable SAP for Utilities. As a result, SAP for Utilities users may find this table of terms helpful:

SAP for Utilities Object

Business Object

PoD

Utilities Point of Delivery

Business Partner

Business Partner

Service provider

Utilities Service Provider

Connection Object

Installation Point (standard ERP)

Premise

Not represented in business object model,
but premise-related data is assigned to Utilities Point of Delivery

Installation

is assigned to Utilities Contract while
technical and settlement-related information
is assigned to Utilities Point of Delivery

Device, device info record

Utilities Device

Register

Utilities Measurement Task

Use Case 1: Display Customer Overview

Consumer: Utility customer

Providing market role: Retailer / Incumbent utility company

The customer wants to get an overview about his currently registered (technical) infrastructure for e.g. electricity. Instead of calling into the callcenter, the customer is able to get a comprehensive overview about the current situation.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: Display Business Partner data

Read Buisness Partner

Step 2: Display Contract Account data

Find Contract Account by Business Partner
Read Contract Account Basic Data

Step 3: Display Utilities Contract data

Find Utilities Contract by Contract Account
Read Utility Contract Basic Data

Step 4: Display Utilities Point of Delivery (Premise) data

Find Utilities Point of Delivery by Utilities Contract
Read Utilities Point Of Delivery Premise Data

Step 5: Display Utilities Measurement Task data

Find Utilities Measurement Task by Utilities Point Of Delivery ID
Read Utilities Measurement Task Basic Data

Step 6: Display Utilities Device Data

Find Utilities Device by Utilities Measurement Task
Read Utilities Device Basic Data

Use Case 2: Entering meter readings

Consumer: Utility customer

Providing market role: Retailer / Incumbent utility company

The end customer of a utility company wants to enter a meter reading (e.g. for interim bill). By leveraging the Services provided by this bundle, the customer is able to enter meter readings anytime through the Internet Portal of his utility company.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: Search for Meter Reading Documents

Find Meter Reading Document by Utilities Device
Find Meter Reading Document Result by Utilities Device

Step 2: Read Meter Reading Document data

Read Meter Reading Document Basic Data

Step 3: Create Meter Reading Document or Meter Reading Document Result

Create Meter Reading Document With Reference To Utilities Device
or: Create Meter Reading Document Result

Use Case 3: Create Interim Bill

The customer changes his consumption behaviour (buys new equipment). Therefore he intends to trigger an interim bill. He creates a new meter reading document (meter reading reason = 2 - interim with billing) and enters the currents result value. The invoice request and invoice are generated by the system.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: The customer checks his data

Services of Use Case 1

Step 2: The customer enters the current meter reading

Create Meter Reading Document With reference to Utilities Device or Create Meter Reading Document Result

Step 3: Generate an invoice request and then an invoice

Create Utilities Invoice Request with Reference to Utilities Contract and Create Utilities Invoice

Future Directions

The use of CRM related processes increases steadily in Utility companies. Especially in deregulated markets, Retailers want to win customers constantly and offer their products to them.
The next wave of the ES bundle will include service enabling of CRM processes such as a start of supply.

  • Future scope: request Start of supply
  • Future scope: change budget Billing Plan

System Requirements

Related ES Bundles

There are 3 more bundles for the utilities industry:

Information related to utilities industry solutions (SAP for Utilities):

More detailed information about SAP Utility Customer E-Services can be found here: