Customer Master Data ManagementCreating and Maintaining Customer Master Records Types of Customer Accounts (e.g., residential, commercial) Managing Customer Information and Hierarchies
Overview of Communication Channels (e.g., phone, email, online) Managing Customer Interactions and Touchpoints Developing Effective Communication Strategies
Customer Communication Management
Service Order ManagementCreating and Managing Service Orders Types of Service Requests (e.g., meter installation, maintenance) Tracking Service Order Status and History
Defining and Managing SLAs for Utility Services Monitoring SLA Compliance and Performance Metrics Handling Service Level Exceptions
Service Level Agreements (SLAs)
Billing Processes in CRMOverview of Billing Models for Utility Services Creating Billing Documents from Customer Transactions Managing Billing Disputes and Adjustments
Linking CRM Billing with SAP FI (Financial Accounting) Understanding Revenue Recognition for Utility Services
Integration with Financial Accounting
Marketing Campaign ManagementPlanning and Executing Marketing Campaigns Targeting and Segmentation of Customer Groups Measuring Campaign Effectiveness
Creating and Managing Sales Orders for Utility Services Understanding Sales Processes in the Utilities Sector Integration with SAP SD for Sales Management
Sales Order Management
Reporting in SAP ISU CRMOverview of Reporting Tools Available in SAP Generating Standard and Custom Reports for Customer Data
Utilizing SAP Analytics Cloud for Customer Insights Analyzing Customer Behavior and Preferences
Data Analysis Techniques
Integration with SAP ISU EDMCoordination of Energy Data Management and Customer Services Utilizing Meter Data for Customer Insights
Managing Resources Required for Customer Services Procurement of Service-related Equipment and Supplies
Integration with SAP MM (Materials Management)
