SAP Hybris Cloud for Customer (C4C) @ Utilities

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With the introduction of the utility extension to C4C, SAP enabled the C4C solution to be used as the
Sales and Call Center solution running on top of IS-U. This is not a replacement of the CRM OP for
Utilities, but should be considered an alternative.

The purpose of this blog are 2 things:

1. Provide a 5 minute overview of the utility solution

2. Contains links to further information about the solution

THE TARGET AUDIENCE

I guess there is 2 major groups of people interested in this solution, one is Hybris consultants
interested in the utility content and the others are the resources that has histrorically implemented
IS-U and CRM OP for Utilities. The target group here is for the last group – those who already
understand IS-U and to some extend the utility industry.

Overview
C4C@Utilities is supporting both the call center processes as well as the sales process, and as such is
applicable for both regulated and deregulated utilities. In order for this to be short, I will cover the
most often asked questions:

 What utility processes are supported

 How is the integration
 What objects are replicated between the systems
Processes supported
As of 1608 the following processes are supported:
Except for ‘Service Tickets’ – all processes are specifically designed to support utilities.

Integration
As for the standard C4C integration, the connection between IS-U (ERP) and C4C is done via PI or
HCI. So in a simple diagram it looks like this:

Data Objects Replicated

The replication for the utility specific objects is only from IS-U to C4C and the objects replicated are:

 Contract Account, only required for sales scenario otherwise optional

 Connection Object
 Premise
 Point of Delivery (POD), only required for sales scenario otherwise
optional
Business Partner is also replicated, but this is part of the standard C4C to ERP integration, and here
there is the option of a 2 way replication.

More Detailed Information

  Work Centers and views in C4C @ Utilities
 Link to on-line Administration Guide
 Short overview of C4C @ Utilities

Data Replication

 Short on Data Replication and the Data Model

 Setting up data replication for utility objects
 Using the C4C Rule Editor

Former Member
October 22, 20163 minute read

Using C4C to run your Utilities Call Center

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Using C4C to run your Utilities Call Center

Who Utilities call center agents servicing their residential, commercial, and industrial customers
While the Utility companies today are directing call traffic to customer self-service to lower the call
center volume, the need for call center agents talking to customers is still a big component of the
Utility industry. Customers engage the call center agents for assistance with like move-in to a
premise, bill inquiry, and sales quote. Therefore it is undeniably essential to have call center
solution that will allow the business to run with simplicity for and agility to adapt quickly for
changes in the industry.

What Simplified call center processes tailored for Utilities

C4C Utilities supports the call center agent to handle calls from customer search, view premise
information, to creating an installment plan.

Let’s break down this example:

 Call center agent can receive an incoming call, but can also manually
search for the customer/organization. The agent can search for the
customer or organization with utility specific fields like contract
account ID, invoice number, meter number, and point of delivery ID
 Once the customer has been identified, the agent can navigate from
the customer to a linked premise by clicking on the premise hyperlink.
Now the agent can view the map of the premise, detailed premise
information, and devices installed along with meter reading
history. The agent can also create meter reading, and/or create
service ticket specific to the premise
 Ability to view financial information for the customer is also
important. In addition to viewing financial information, the call center
agent can also perform actions like create invoice, correction of bills,
create installment plan, and place locks
Currently delivered processes as of 1611:
Global solution for the regulated and deregulated markets
C4C Utilities provides support for the call center processes as well as the sales process, and such as is
applicable for both regulated and deregulated utilities. Regulated move in process as well as the
deregulated sales process for enrollment are both integrated to ERP IS-Utilities (IS-U). Performing a
move in process for the regulated market will instantly create the contract for the customer and
start service based on the move in date. Performing a guided sales process will create a quotation in
C4C and kick off a switch document in IS-U to start communication with the market. See example
screenshot below.

Guided Sales Quote for Deregulated Market

When Initial release in May 2015 as an industry add-on to the core C4C
C4C provides new and enhanced functionalities on a quarterly schedule without interruptions to
customer systems.

Why Shorter implementation period with a cloud based call center solution with integration to IS-U
The contact center capabilities are fully integrated with IS-U and SAP ERP backend and support
seamlessly transition between the different support channels. Using this set-up, all the utility
services performed in this cloud solution are correspondingly updated in the ERP system.

Key reasons for why C4C Utilities for call center:

 Integration to IS-U
 Light and Simple Data Replication
Cloud based call center solution with integration to IS-U
How To Set up C4C Utilities:
1. Download ECC add-on
2. Configuration of PO (PI) or HCI
3. Scope Configuration of C4C
4. Load Configuration from IS-U
C4C Utilities
Now that the system is configured and set up, what does the call center agent see?

Example of a search and search results

Utilities Financial Overview

SAP Hybris Cloud for Customer for Utilities to help you run your call center with simplicity and
agility

Hybris Cloud for Customer (C4C) – Data

Replication and Utility Data Model
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With the integration of C4C and IS-U, a few utility data objects have been created in C4C:

 Contract Account
 Connection Object
 Premise
 Point of Delivery (POD)

In the below picture is the data replication and utility data objects (in blue) as of 1608:
Exept for business partner (wich is not specifically a utility object) all objects only replicates FROM
IS-U -> C4C.

For those who has been working in CRM OP, be aware that the C4C integration is 1:1 with the IS-U
data model. We have an object for Connection object, linked to the Premise object etc. – like we have
in IS-U.