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Execute complete mass billing and invoicing business processes via SAP CRM and SAP
ERP.
Integrate event data records (EDRs) for billing and invoicing into SAP CRM call center and
third-party applications, including Web 2.0 apps
Engage in a variety of post- and prepaid scenarios
Submit a single comprehensive bill per customer
Business processes that organizations can execute using the Convergent Invoicing ES
bundle include:
The Convergent Invoicing ES bundle service-enables the billing and invoicing functionality of
SAP's contracts accounts receivable and payable component available with SAP ECC 6.0
(since Enhancement Package 2) and provides connectivity between SAP ERP and SAP
CRM, as well as with third-party applications. Other contract management CRM systems can
also consume the services in this bundle.
Audience
Any organization in the telecommunication, postal services and public transport, as well as
electronic toll collection industries will find the Convergent Invoicing ES bundle useful for
facilitating and expediting mass billing and invoicing.
The roles in these industries that can use this bundle include:
Manager
Clerk
Salesperson
Customer Service Representative
End Consumer
For details on Service Operations, Business Objects and Process Components, please
check the ES Workplace.
This use case can also be adapted to cover services provided by a telecommunication
company. An example would be employees who have a mobile phone that is provided by
their employer. With the Convergent Invoicing ES bundle, the employer receives one invoice
that aggregates costs for all phones provided to employees and that offers the possibility to
drill into charges for one employee and again into detailed call records for that employee.
Such call records can include the time of each call, its duration, and the phone number
dialed.
This use case also covers the process used to change a billing account. For example, a
state may decide that trucks with a certain pollution class should pay lower tolls. If a logistics
provider makes such an improvement to all or some of its vehicles, the correspondent
changes to those billing accounts can be updated to reflect the respective price change.
To create a new contract account and associated billing accounts:
Generally, a request to create a new account will be fielded by a customer service
representative and the necessary information will be entered into the CRM system, which
maintains the contract account. CRM then requests creation of as many billing accounts as
necessary in SAP ERP by invoking the Create Billable Services Account enterprise
service operation once for each billing account.
ERP then responds with the Confirm Billable Services Account Creation enterprise
service, which confirms the creation of each billing account in ERP.
The following table summarizes these steps and the associated enterprise services:
Step Enterprise Service
Invoked
Step 2: The customer service representative enters details about the (no enterprise service is
contract in CRM. In this example, the account includes three billing invoked during this step)
accounts
Step 3: The customer service rep saves the information about the (no enterprise service is
account, which creates the contract account in CRM invoked during this step)
Step 4: CRM invokes creation of three billing accounts in ERP Create Billable Services
Account
Step Enterprise Service
Invoked
Step 5: ERP replies to CRM with a confirmation that it created the Confirm Billable Services
billing accounts Account Creation
Step 1: A customer service representative receives a request (no enterprise service is invoked
to change a billing account during this step)
Step 2: The customer service rep finds and selects the (no enterprise service is invoked
account to be changed in CRM during this step)
Step 3: The customer service rep saves the changes in CRM (no enterprise service is invoked
during this step)
Step 5: ERP sends a message back to CRM confirming that Confirm Billable Services
it made the changes requested Account Change
Use Case 2: Allowing Customers to Look Up Their Statements through a Web Portal
Companies can allow customers to look up their statements and view specific charges. One
option is to create a web application that allows customers to do this themselves.
The customer logs into the web application, which identifies the customer and pulls up all
relevant invoices by invoking Find Contract Account Statement by Elements enterprise
service operation. The customer selects the invoice from the resulting list (or the composite
may automatically display the most recent invoice). In either case, the composite would
invoke the Read Contract Account Statement enterprise service operation to read the
statement that was sent to the customer.
The customer's questions relate to a particular billing account and often to particular charges
for that billing account. To find those charges, the customer can drill down into the account
by clicking on a billing account on the statement, which invokes the Find Billable Services
Record by Elements enterprise service operation, which uses the Billable Services
Record business object to find event data records in SAP ERP that match the search
criteria. To display these records to the customer, the composite invokes the Read Billable
Services Record enterprise service operation. The customer may want to examine details
for other billing accounts by repeating these steps, drilling down into each billing account to
display and verify the detailed charges on that account.
The following table summarizes these steps and the associated enterprise services:
Step Enterprise Service Invoked
Step 1: The customer logs into the web application (no enterprise service is invoked
during this step)
Step 2: The web application looks up the customer's Find Contract Account
statements in CRM Statement by Elements
Step 3: The user selects a statement or the application Read Contract Account
defaults to displaying the latest statement Statement
Step 4: The user drills down into a particular billing account (no enterprise service is invoked
to find out the details of charges during this step)
Step 5: The web application searches for the event data Find Billable Services Record
records for that billing account in SAP ERP by Elements
Step 6: The web application displays the details to the user Read Billable Services Record
Step 1: The user calls up the service in CRM to settle the Create Contract Account
account Invoicing Task
Step 2: The application will then search for the necessary Create Contract Account
information to create an invoice Invoice Request
Step 3: Once the data has been collected, the application Create Contract Account
will create the invoice Invoice
Step 4: The customer will either settle the account (and (no enterprise service is invoked
cancel it), during this step)
as in steps 5 and 6 or settle the account and deactivate it for
now (see steps 7 and 8)
Step 5: If instead the customer wants to close the account Cancel Billable Services Account
the user will enter this into the system
Step 6: ERP confirms that it has cancelled the account Confirm Billable Services
Account Cancellation
Step 7: The customer may then settle the account, but Change Billable Services
maintain it for future use. Account
CRM requests that ERP make a change to put the billing
account on hold.
Step 8: ERP confirms that it has put the account on hold. Confirm Billable Services
Account Change
Step 1: The user enters the request to cancel the billing (no enterprise service is invoked
account into the system during this step)
Step 2: CRM tells ERP to cancel the account Cancel Billable Services Account
Step 3: ERP sends back confirmation that it cancelled Confirm Billable Services Account
the account Cancellation
Future Directions
Possibilities for enhancing the Convergent Invoicing ES bundle include adding more services
to further strengthen the integration between SAP CRM and SAP ERP.
System Requirements
Links
SDN and SAP Links
SOA Homepage on SDN
External Links
"Toll Financing: How to Reduce the Operating Costs" by Erik Amdel and Morten Welde, an
article that describes how implementing defined interfaces, such as SOA, can keep
operating costs low for toll operators.
es_bundle
crm
erp
enterprise_soa
3 Child Pages
Page: Convergent Invoicing Business ObjectsPage: Convergent Invoicing Enterprise
ServicesPage: Convergent Invoicing Process Components