Source: SAP


The legal disclaimer applies that things in the future are subject to change.


Is CRM changing? Yes, where is it coming from? Utilities

Meter to Cash solution

Some run CRM some do not

10 years ago - CRM was at its peak


Source: SAP

Billing/metering - mass at scale

1998 - production was king


2018 -Customer is king

Started with deregulation


Billing/meter reading is commodity process

How about the customer?

Bundle, market, digital customer experience


Enterprise Back office - still running - large application with TB - EAM

Still big system of records, upgrade, 80 to 90% of IT budget

Business - need new systems - something quickly - customer experience

Mobile app

Quicker faster

Where do them?

BI-modal IT

Need new solutions that fulfill customer experience


What is the future of CRM?

Is over; no more CRM - discontinuing CRM the way it was built


Source: SAP


Sales, service marketing, commerce, industry (CRM)

Was a sidecar

Separate system; data replicated with middleware


Customer Management S/4HANA Sales Service Industry

  • took sales and service and put it in S4
  • Big decision
  • Functional and technical like by like
  • Same, no more middleware
  • In one box
  • This is customer box

Marketing and commerce? Need to go to c/4HANA


Sales and service in C4 is new design

S4 is existing design

C4 is linked with cloud connector


Marketing, sales - go to C4


Can run side by side (S4/C4)



City of Plentywood - still running CIC0

Customer interaction center

Upgrade to S4


Source: SAP

CIC0 is discontinued

Customer Service can run S/4HANA Customer Management instead of CIC0

Improved views and process are available in customer management

Custom processes (FOP) can be reused

  • service
  • Metering
  • Bill to cash

Net New customer look at C/4HANA first


Source: SAP

A move in takes me less than 3 minutes - CSR; this was demonstrated in the session



Customer management looks like Fiori


Source: SAP

Find customer, customer not found, create new customer, moving into territory - phone, email


Left side customer, right side split screen

Link to premise

Directly to move in

ISU move in

Fast move in

See top - system suggests

Contract template, put in meter reading

Create interaction record - 2 minutes and 20 seconds



Source: SAP8crm.jpg


Customer Service specialists - new Fiori theme - web client UI - configurable, extensible

Add on to S4HANA - download from SAP, install in S4, part of S4 cannot de install it


In 2 or 3 releases, no longer an add-on

Part of S4 no more middleware

Harmonize data model


Source: SAP

Right side - all green boxes - what is available for Customer management now


Cleaned up data model

Customer vendor integration - 1 business agreement

Contract account - point to contract agreement


Source: SAP

HANA free text search

System will find



Source: SAP

BP overview

  • how call process


Source: SAP

Interaction records


Source: SAP


Source: SAP

Billing agent now - bill information and correction

Better user interface than ISU


Source: SAP

FI CA is there there


Source: SAP


Source: SAP


Source: SAP


Fast Move in Move Out - contract template, parked document


Source: SAP


Transaction launcher

  • old transaction - FPL9 - look at new ones first


Scope List (see blog)


Contract management - currently working on that (3 ways)

  • ISU transaction
  • Fast move in move out
  • CRM contract management

“Selling of energy products”




Today - deregulated customers


Source: SAP


S/4HANA Customer management architecture


Could start from Fiori launchpad


Source: SAP

Connect to contact center


Migration scenario (CRM to S4)

  • interaction center

Configure S4 (can’t transport)

  • manual migration of configuration
  • Manual migration of enhancements
  • Takes less time


CIC0 customer migration

  • no EC20
  • Technical upgrade - upgrade framework - search
  • Special license - basic CIC license
  • Option to improve - enterprise edition (nice screens) - smart search, move in move out
  • Option to discuss
  • Technical upgrade - quick


Source: SAP

S4 Utilities Customer Management - use a simplified CRM - embedded in S4 - TCO reduction


Offers "a delightful user experience" - fresh Fiori 2.0 UI theme, 50+ standard processes and improved performance through SAP HANA


Planned roadmap


Source: SAP