SAP Forum 2013 | Page 87
SAP Utilities Customer Engagement
Typical Business Challenges
High call center volumes for low touch interactions Lack of real-time communication to customers on service downtime and outages Poor customer care, impersonal customer relationships
Mobile Business Impact
Management of accounts, bill payment, service requests logging, outages reports, and outage information anywhere at anytime on any device.
Facts & Figures
Role: Utility Consumers LoB Service; Utility Industry 1.0.0 November 26th 2012 Sybase Mobiliser 5.1, ECC 6, EHP4 with IS-U and FI-CA add-ons Apple iPhone (iOS5), Android Phone (4.0) http://www.youtube.com/watch?v=VsCnl 6ybWJc
Two-way real-time communication for outage, restorations, and service requests. Outage map for quick and convenient access to outage information, including cause, severity, impact, and estimated restoration time. Search for quick access to outages in a particular area
Target Segment: Version: Planned Availability: Pre-requisites: Mobile Device Support: Video
Features and Capabilities
Account Management Bill Payment Usage Charts Report Problem Report Outage Messages and Alerts
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Updated: 10May12
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Industry Apps
Wholesale Distribution