Customer processes and CRM–IS-U integration for utilities

At utilities, the customer lives in CRM, while the contract and the bill live in IS-U. Whether customer service sees everything on one screen depends on how good the integration between the two is. IS-U is the system for billing and finance, CRM for the customer relationship: good integration synchronises master data and queries fast-changing data (such as account balances) from IS-U in real time.

How we help

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Customer service processes: business partner, contract and contract account management, service requests and complaints

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Sales to residential and large business (C&I) customers, from quote to contract

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CRM–IS-U integration: master data, contracts and service requests passed between the two systems

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Applications alongside IS-U: quote management, approvals, reports

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Preparing for S/4HANA Utilities the clean core way: process inventory, replacing custom developments with standard functionality or applications built alongside SAP (mainstream maintenance for ECC-based IS-U also ends at the end of 2027)

Who it’s for

Gas and electricity utilities and energy retailers running SAP IS-U or S/4HANA Utilities.

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