SAP IS-Utilities Training

SAP CRM and IS-U Overview

 Key Terms
SAP: Systems Applications and Products
IS-U: Industry Solutions – Utilities
CCS: Customer Care and Service
CRM: Customer Relationship Management
FI-CA: Financial and Contract Accounting
DM: Device Management
EDM: Energy Data Management
BI-IN: Billing and Invoicing
CS: Customer Services
ISS: Internet Self Service

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 SAP R/3 and IS-U/CCS

SD FI
Sales & Financial
Distribution Accounting
MM CO
Materials Controlling
SCADA* Mgmt
PP
AM
R/3
Production
planning Asset Mgmt

EDI AFUDC
QM Client/Server PS
Quality
Management ABAP/4 Project
System
PM WF
Field Plant Workflow
Service Maintenance
Support HR IS IS-IS
Human Industry
Work Resources Solutions
Clearance*
IS-U/
Service
GIS FERC
Mgmt CAD AM/FM
Work IS-U/
Mgmt
CCS

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Functional Scope of the IS-U/CCS System

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Mapping Functional Areas to the Business Process
Metering
Create meter

Capture Information from across the CCS (and other) system

Determine the reading requests Upload and
meter reading route according to Perform the meter validate the meter
and schedule schedule; assign to reading reads
route

Billing
Print and issue invoice Generate an Capture other fees Utilise MR to
to the customer (or e- Invoice for the and charges for the calculate the
mail) customer customer consumption bill

Accounts Recv.
Process Payments Received Initiate collections Maintain
(directly or via banks and actions for non-paying customers credit
agencies) customers profile

Customer Service
Initiate action (work Customer calls with
Proactively contact customer order) to satisfy query, request or
(if necessary) customer request complaint

CRM
BW
Marketing and Sales Campaigns

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 Master Data versus Transaction Data
Master Data: Transaction Data:
 Master data is data  Transaction data is data
concerning the entity: the collected as a part of
customer data, or the transactions: meter reading
premise data. recorded, bill amount,
receivables amount.

 These data remains  These data has no long-

unchanged over a long period term validity but only one time
of time and there can only be at which it is valid.
one valid version that have
different validity period.

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 The IS-U house

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 The IS-U house

Move-in
Link

* Move in can
be performed
for each
installation
separately or
together

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 Connection Object, Premise and Installation
Technical The installation stores the billing
Master Data Installation properties for one or more devices at a
premise

The device location provides

Device
Location
information on the physical location of
the device

A premise is an enclosed spatial unit

Apartment 1 Premise that is supplied with energy, such as
an apartment or a factory.

Connection Object is a building, piece

Connection Object of property or other facility that is
connected to the supply grid.

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 The technical master data relationship
Building
(Connection Object)

Apartment A Apartment B
(Premise) (Premise)

Electricity Installation Electricity Installation

Apartment C Apartment D
(Premise) (Premise)

Installation Electricity Installation

Electricity (Peak)
Electricity (Division 10) Rate
information for
Installation Electricity billing meters
Water Water (Off Peak)
(Division 20)

Street

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Business and Technical Master Data – CCS View
The contract is the link between the
business and technical master data

Business Master Data

Technical Master Data

The installation
The premise incorporates
incorporates the device
the connection object
and the premise

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Master data mapping Between CRM & ISU

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Functional Overview

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 Customer Services Overview
Customer services supports……
Customer
information (e.g.
Invoicing cost
account
that arise from enquiries, meter
reading results)
service
provision (e.g.
create sales
order)

Execution of
Logging and
processes and
managing
workflow (e.g.
customer
new connection
contacts (e.g.
move-in,
complaints and
disconnection)
appreciations)

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 Customer Services Overview

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Customer Services – Contract data changes
Contract
Move-in has not yet occurred:
-No installation allocated
-No Move in date set
-No Move out date set

Move-in has occurred:

-Installation is allocated
-Move in date is set
-No Move out date set

Move-out has occurred:

-Installation is allocated
-Move in date is set
-Move out date is set

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Customer Services - Installation Data Changes

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 Customer Service – Internet Self Service
This component enables utility customers to perform the following via the
Internet:
• Grant direct debit authorization
• Pay bill
• Display bill
• Provide accounts information
• Register move-in
• Change bill address
• Enter meter readings
• Register supplier change
• Registration and changes to password
• Display consumption history
• Initiate call-back
• Request new password if old password was forgotten

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 Device Management – Meter Reading

Meter reading organization: street route

Meter reading unit

Meter Reading Unit

City district
Street
Connection object
Device location
Device

Street route defines the sequence in which the devices in a service territory are
to be read. Doing this can optimize the meter reader’s route.

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 Device Management – Meter Reading
Meter reading processing

Meter read schedule Create Meter Download to MR read

reached Reading Order handheld

Corrections

Validations Fast entry / Upload

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 Device Management – Meter Reading

Meter reading result validation

Correction Implausible

Meter read result Validations Plausible

Independent
Validations
Dependent
Validations

Each meter reading result is checked for plausibility (validated).

Validations can be configured for individual customers and customer group

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 Billing – Procedures
 Periodic billing
 Regularly (1-, 2-, 3-, 4-, 6-monthly or annually)
 Bill cycle controlled from scheduling in portion
 Sequence determined by scheduling

 Interim billing
 Not bound to scheduling
 Can be initiated manually
 Next periodic billing begins at time of interim billing.

 Final billing
 Created when customer moves out
 Can lead to automatic switch of dunning procedure

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 Billing – Procedures

 Period-end billing
 Carried out separately after a billing cycle
 The billing cycle is usually a year, but could also be a period of 2,3,4 or 6
months
 Periodic billings can, if necessary, be recalculated and backbilled

 Manual billing
 Mainly used for corrections of bills
 Triggered manually at any time
 Independent to master data e.g. adjusted consumption as well as price could
be entered directly in the manual bill

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 Questions

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