Note
Please note that the video does not have an audio track and only displays a screen recording of the system. The audio will be added in the next iteration.
Customer engagement is a critical part of a successful customer experience.
Various functions help to improve the interaction between customers and companies and to offer a comprehensive service.
One of the central functions is the free text search. This allows service employees to quickly find relevant information without having to navigate through numerous menus. Simply entering keywords is sufficient to extract the desired data.
In addition, customer engagement provides an interaction history in the account overview. This function allows you to view all previous interactions with a customer at a glance. This enables service agents to respond to inquiries more quickly and support customers more efficiently.
Another important feature is the display of PDF invoices. Service employees have access to their invoices in PDF format at any time, ensuring transparency and traceability of the invoices.
An installment plan and payment data are also part of customer engagement. Customers can view and manage installment payment agreements and review their current payment data, so that financial matters can be resolved easily and quickly.
The overview of the consumption and meter reading history provides a detailed view of the previous usage and the current status of consumption data. This helps both customers and the company to better understand energy consumption and make adjustments if necessary.
In more complex cases, case creation (BPEM) can be used to initiate a structured solution process. This allows specific customer inquiries or problems to be handled and tracked systematically.
At the end of a call, the interaction history is updated. This feature ensures that all information about the latest communication is captured and available for future interactions.
By integrating these capabilities, customer engagement creates seamless and efficient communication between customers and the company, ultimately leading to higher customer satisfaction.
In SAP S/4HANA Utilities, contracts can be defined as products.
You can use the sales order as an initial document for the order-to-cash process. The sales integration interface converts sales orders into utilities sales contracts.
Utilities sales contract management manages the life cycle of an energy contract. It creates a utilities contract that can be billed according to the product sold. It uses the Utilities Product Integration Layer (UPIL) to translate product attributes into billing master data. The integrated configurable and extensible process framework orchestrates various contract management processes, such as: New Contract, Change Product, or End Contract, and can trigger the required market communication and react to the results.
As a prerequisite, you must define utilities products. You can use SAP S/4HANA Sales APIs to integrate with external sales systems.
SAP S/4HANA Utilities for customer engagement provides service functions for the utilities industry in the interaction center. The interaction center agents can use the interaction center as a central entry point for searching for and managing master data for the utilities industry. In addition, they can also execute the traditional utilities processes, for example, B. Meter reading entry, bill correction, or move-in/out (move-in/out).
- Communication toolbar
- Multi-session tabs
- Alerts
- Agent work mode
- Notification panel (for example, broadcast messages)
- Overview page toolbar
- Main workspace
- Footer toolbar with processing / closing actions
- System messages
- IC Menu bar
The Agent Workplace in SAP S/4HANA Customer Engagement provides a central interface for customer service employees to work efficiently and productively. Agents can view all the relevant information and tools they need for their daily work. The intuitive user interface provides quick access to customer interactions, case management, and issue resolution. With built-in capabilities such as interaction history and real-time queue management, agents can process customer inquiries quickly and purposefully. The Agent Workplace improves communication, increases efficiency, and contributes to the satisfaction of both employees and customers.