WHITE PAPER:

CRM Implementation in Utility Best Practices

Version 1.0

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Best Practices on Customer Complaint Management (CCM)

Customer Complaint Management. Should be analyzed on type of utility considered.
For Energy, the complaints are mainly of distribution sector where mass people are
the end customer
Type of complaints should be categorized and needs to be mapped with status group.
Priority & Severity of CCM should be well distinguished and at the time mapping and
CRP, it should get emphasize.
Service Request Type and Task Template Mapping would ease customer care
representatives work and hence should be configured.
Automatic Task Assignment is only possible if there is Advance scheduler, but
without this, it can be partially achieved by form personalization and it becomes cost
effective.
It is very important to identify the specific JTF roles and attach those to the concerned
user.
Context Specific DFF in Debrief helps to update the tasks of various types .
Flex-field based address formatting is a function of patch level and hence prior to
implementation; the need should be captured and utilized as the input for deciding the
patch level.
When Customer needs to be uploaded along with their Account No., standard TCA
API have to mapped.
CSF: Business Process .profile option plays the role of TASK dependency ,and hence
should be set at different level as per exact requirement
HZ: Generate Party Number this profile option determines the creation of party
number and hence can be configured at different level to restrict party creation
SCN (Service Connection Number) is preferably mapped with A/C number
Party Number should be mapped with Customer_ID which is unique. In case, there is
no any unique consumer identification, customer codification should be proposed.

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Best Practices on Connection Management (CM)

The best Practice of Connection Management can be mapped by Service Request
functionality. Request for Service and Request of new Connection can be mapped
Different activities like inspection, quotation ,collection and etc can be configured as
different templates of TASKS and to achieve the complete cycle, Service Request
Type & Task template Mapping can be used.

Best Practices on Interface with other Legacy

The Best practice of interface with other Legacy like GIS ,Billing ca easily be
achieved by Dashboard.

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Author Name / contact Details: - Joydeep Sinha, / joydeep.sinha@tcs.com

2007 TATA CONSULTANCY SERVICES LIMITED

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