Introduction

The SAP IS-U CCS ( SAP IS Utilities Customer Care and Serviecs) is a Industry Solution from SAP which address the needs of a customer oriented utility company. In the next pages we’ll refer to SAP for Utilities Industry Solution simply as IS-U or CCS. Along with standard SAP R/3, SAP has provided solutions that cater to the special demands of a particular Industry and are seamlessly integrated with the components of standard SAP.

Example: A equipment defined in standard SAP R/3 PM can be used while creating a device in SAP IS-U. These are called Industry Specific solutions. SAP IS-U/CCS component is a Sales & Information system that supports all business processes and utility services of a utility company. The core IS-U/CCS application is a consumption billing system that valuates measured and flat rate consumption and services. Though Services (but not consumption) can also be billed and invoiced using standard Sales & Distribution(SD).

SAP ISU CCS Course Content:

1.Customer Interaction Centre

• Enquiry (Complain,account position,bill,meter etc)
• Request (Eg. E-bill)
• Complaint (E.g.order to handle the complaint)

2.Master Data Creation

• Create Customer Contact
• Business Partner
• Contract account
• Contract
• Create Service Order
• Batch Program

3.Customer Complaint Handling

• High Consumption complaint/ developed/ Over/ Wrong reading complaint
• Payment/ credit not adjusted
• Vigilance complaints
• Wrong disconnection
• Load Dispute

4.Move-In

• Move-in document layout
• Move-in welcome letter
• Determination of move-in date
• Alignment of move-in after device installation
• Reversal of move-in

5.Work Order Management

• New Connection
• Device Installation
• Device Removal
• Device Replacement
• Device Investigation
• Disconnection
• Re-connection
• End of Supply
• Temporary Supply
• Load Change Site Investigation

6.Move Out

• Normal move-out
• Demolition case
• Move-out to join Statement Billing
• Change of name
• Move-out after Six months due to non-payment