SAP C4C and Service Cloud Version 2
SAP Service Cloud V2 for the utility contact center
SAP C4C and Service Cloud Version 2 for utility contact centers, connected to SAP IS-U or S/4HANA Utilities through SAP Integration Suite.
The problem
What we usually hear first
- 01
Agents switch screens
Customer, billing and meter data sit in different systems.
- 02
Stale balances
Overnight copies mean agents quote yesterday's numbers.
- 03
Requests re-keyed
Moves, reads and payment arrangements are typed again in the back office.
- 04
Exceptions out of sight
Agents can't see disputes or BPEM cases on the account they're talking about.
What we do
How we fix it
A case view built on live SAP data
Master data is replicated; balances, invoices and meter reads are read live from S/4HANA Utilities, so the agent sees the current picture.
- Live reads of balances, open items, invoices and meter reads
- Guided move-in and move-out, meter reads and payment arrangements
- Dispute and BPEM status visible to the agent
Interfaces your support team can watch
Each interface between the contact center and billing is monitored. A failed message raises an alert instead of surfacing as a customer complaint.
- SAP Integration Suite where standard content exists
- Alerts on failed messages
- Authenticated connections between systems
Related
Case studies and reading on Customer service
- SAP CX advisory
Tier 1 West Coast utility
Utilities · Client confidential
- Engagement
- Our founder's advisory role on an end-to-end SAP customer experience project: SAP C4C, Sales Cloud V2, Service Cloud V2 and Emarsys, working closely with SAP and the system integrator.
- Scope
- SAP Cloud for Customer (C4C), SAP Sales Cloud Version 2, SAP Service Cloud Version 2, SAP Emarsys
- Outcome
- Completed. Indirect, advisory.
- IS-U + FSM
Northeast utility
Utilities · Client confidential
- Engagement
- End-to-end SAP IS-U implementation for a gas utility, then ongoing support, upgrades and merger-related changes, through a delivery partner.
- Scope
- SAP IS-U Customer Management, Billing, Contract Accounts Receivable and Payable (FI-CA), Device Management, SAP Field Service Management (FSM), Custom development, Materials Management (MM), Finance and Controlling (FI/CO), Enterprise Asset Management (EAM) support
- Outcome
- Implemented, then supported. Through a delivery partner.
ArticleCustomer service
SAP Service Cloud V2 with S/4HANA Utilities: integration questions to ask early
Ten integration questions to settle early when connecting SAP Service Cloud Version 2 to SAP S/4HANA Utilities through SAP Integration Suite.
Service Cloud V2IntegrationS/4HANA
Read the article
FAQ
Questions about Customer management
Do you work on C4C and on Service Cloud Version 2?
Yes, both. Service Cloud V2 is set up differently from the earlier C4C, using communication systems and communication configurations, so a move needs integration planning.
Do you also implement field service?
Yes. Our team has worked on SAP IS-U Customer Management together with SAP Field Service Management (FSM) for a gas utility, through a delivery partner.
What should we decide early in a Service Cloud V2 program?
Who owns the business partner, what is replicated and what is read live, how exceptions reach the agent, and how every interface handles errors. Our Insights article lists ten such questions.
Scope a Service Cloud V2 integration
Tell us what your agents use today. We'll walk through what connecting it to IS-U or S/4HANA Utilities involves.