Phase 7: Customer Service (Move-In / Move-Out)

Prerequisite Check: Phases 1–6 must be complete. We need: Business Partner Roles (Phase 4, Step 4.1), Contract Account Categories (Phase 4, Step 4.2), Contract Types (Phase 4, Step 4.3), Device Categories with AMI flags (Phase 4, Step 4.4), complete billing configuration with Rate Categories and Schemas (Phase 5), and the Invoicing pipeline (Phase 6). This phase defines how the call center and front office interact with customers — specifically the Move-In and Move-Out processes that create and close utility service.

⚠️ Architecture Constraint — AMI-First Move-In: In a 100% AMI environment, the Move-In process does NOT dispatch a field technician to perform a manual meter read. Instead, the system triggers a remote AMI command to activate the service switch on the smart meter. The move-in meter reading is captured automatically by the AMI head-end system and fed into EDM.

Section A: Front Office Configuration

Step 7.1 — Configure the Customer Interaction Center (CIC)

SAP Screen Flow

Screen 1 — IMG Navigation

1. Navigate to the SPRO path above → click Execute (⏩).

Screen 2 — Front Office Framework: Configuration Overview

SAP presents the Front Office configuration tree with the following branches:

• Agent Desktop Profile
• Transaction Launcher
• Search Profiles
• Function Profiles

2. Double-click on Agent Desktop Profile → click New Entries.

Screen 3 — New Entry: Agent Desktop Profile

3. Click Save (Ctrl+S).

Part B: Define Transaction Launcher Profiles

SPRO Path: SPRO → SAP Utilities → Customer Service → Front Office → Define Transaction Launcher

4. Click New Entries.

5. Click Save (Ctrl+S).

Why This Step

The CIC (Customer Interaction Center) is the unified agent desktop for utility customer service representatives. Instead of navigating 20+ different T-Codes, the CIC provides a single screen with:

• 360-degree customer view — billing history, payment status, dunning level, meter data, move-in/move-out history
• One-click transaction launch — agents can execute all key processes without leaving the desktop
• Call scripting — guided workflows for common call types (high bill inquiry, move-in request, payment arrangement)

Key Configuration Notes

• ⚠️ The CIC Desktop Profile above is the configuration template. At runtime, CSR users launch the CIC via T-Code CIC0, which loads the assigned profile.
• Agent authorization is managed through SAP authorization objects — the desktop profile controls what the agent sees, while authorization roles control what the agent can do.

Step 7.2 — Define Search Profiles for Customer Lookup

SAP Screen Flow

Screen 1 — IMG Navigation

1. Navigate to the SPRO path above → click Execute (⏩).

Screen 2 — Search Profiles: Table View

2. Click New Entries.

Screen 3 — New Entry: Search Profile Details

3. Click Save → Double-click on ZSCH_UTIL to define search criteria:

Screen 4 — Search Criteria Configuration

4. Click Save (Ctrl+S).

Why This Step

Search Profiles define how CSR agents find customers in the system. The average call center handles 50,000+ calls per month — the search profile must support rapid lookup by multiple criteria since customers rarely know their account number. Address-based and phone-based searches are the most common entry points for utility call centers.

Section B: Move-In Process (EC50E)

Step 7.3 — Configure Move-In Process Type

SAP Screen Flow

Screen 1 — IMG Navigation

1. Navigate to the SPRO path above → click Execute (⏩).

Screen 2 — Move-In Process Types: Table View

2. Click New Entries.

Screen 3 — New Entry: Move-In Process Type Details

3. Click Save (Ctrl+S).
4. Repeat for each Move-In Process Type:

Complete Move-In Process Types

Why This Step

The Move-In Process Type is the template that controls what happens when a customer starts utility service at a premise. It automates the creation of the entire customer master data chain — without this configuration, the CSR would need to manually execute 5+ separate transactions (create BP, create CA, create Contract, assign meter, activate service).

Step 7.4 — Configure Move-In Logic (EC50E) — Screen-by-Screen

Runtime Screen Flow (What the CSR Sees)

When a CSR executes EC50E to process a move-in:

Screen 1 — Move-In: Initial Entry

1. Click Continue (Enter).

Screen 2 — Business Partner Selection

For a new customer:

2. Click Continue.

Screen 3 — Contract Account Creation (Auto)

The system auto-creates a Contract Account per the process type defaults:

3. The system displays the auto-created CA number. Click Continue.

Screen 4 — Contract & Rate Assignment

4. Click Continue.

Screen 5 — Deposit & Credit Evaluation

5. Confirm deposit decision → Click Continue.

Screen 6 — AMI Service Activation

⚠️ This screen is unique to AMI-first utilities. It replaces the traditional “Create Meter Reading Order” step.

6. Click Activate Service → the system sends the remote connect command.

Screen 7 — Move-In Summary & Confirmation

SAP displays a summary of everything created:

7. Click Save (Ctrl+S).

The Complete Move-In Automation Chain

CSR Executes EC50E
    │
    ├── 1. Business Partner Created (or existing selected)
    │       └── Role ISU001 (Contract Partner) assigned
    │
    ├── 2. Contract Account Auto-Created
    │       ├── CA Category: 01 (Residential)
    │       ├── Payment Method: E (ACH)
    │       └── Dunning Procedure: ZAEP
    │
    ├── 3. Contract Auto-Created
    │       ├── Contract Type: E-RES
    │       ├── Linked to Installation at Premise
    │       └── Rate Category: RES-TOU
    │
    ├── 4. Credit Check & Deposit Evaluation
    │       └── Deposit $150 or Waiver
    │
    ├── 5. AMI Remote Connect Command
    │       ├── Sent to head-end system via CPI/RFC
    │       ├── Service switch activated remotely
    │       └── Activation reading captured automatically
    │
    └── 6. Initial Billing Order Created
            ├── First billing period begins on move-in date
            └── EDM profiles begin receiving interval data

Why This Step

The Move-In (EC50E) is the single most important customer-facing transaction in a utility. It is the moment when a vacant premise becomes an active service point generating revenue. In a well-configured system, the entire move-in — from name entry to meter activation — takes a CSR under 3 minutes. Without the automation chain (auto-create CA, auto-create Contract, AMI activation), the same process would require 15+ minutes and 6+ separate transactions.

Key Configuration Notes

• ⚠️ MR Triggered = ☐ is critical. In a legacy system, move-in triggers a Meter Reading Order (MR) for a field technician to capture the starting read. In an AMI system, the starting read is captured automatically by the head-end at the moment the service switch closes. Enabling MR would create orphan orders that never get executed.
• Landlord Revert (ZMI04) handles the scenario where a tenant moves out but no new customer has been identified — the utility reverts billing to the landlord’s BP/CA until a new customer enrolls.

Section C: Move-Out Process (EC53E)

Step 7.5 — Configure Move-Out Process Type

SAP Screen Flow

Screen 1 — IMG Navigation

1. Navigate to the SPRO path above → click Execute (⏩).

Screen 2 — Move-Out Process Types: Table View

2. Click New Entries.

Screen 3 — New Entry: Move-Out Process Type Details

3. Click Save (Ctrl+S).
4. Repeat for each Move-Out Process Type:

Complete Move-Out Process Types

Step 7.6 — Configure Move-Out Logic (EC53E) — Screen-by-Screen

Runtime Screen Flow (What the CSR Sees)

Screen 1 — Move-Out: Initial Entry

1. Click Continue (Enter).

Screen 2 — Final Billing Trigger

2. Review the calculated final bill → Click Continue.

Screen 3 — AMI Service Disconnection

3. Click Disconnect Service.

Screen 4 — Account Close-Out & Deposit Refund

4. Enter forwarding address → Click Save (Ctrl+S).

Screen 5 — Successor Determination

5. Confirm successor handling → Click Save (Ctrl+S).

The Complete Move-Out Automation Chain

CSR Executes EC53E
    │
    ├── 1. Move-Out Date Recorded
    │       └── Contract end date set
    │
    ├── 2. AMI Remote Disconnect Command
    │       ├── Service switch opened remotely
    │       └── Final reading captured by head-end
    │
    ├── 3. Final Bill Triggered
    │       ├── Billing period: last bill date → move-out date
    │       ├── EDM profiles processed for partial period
    │       └── Final invoice created (FI-CA Doc Type: ZI)
    │
    ├── 4. Deposit Refund Calculated
    │       ├── Original deposit credited to CA
    │       ├── Net balance computed
    │       └── Refund check/ACH scheduled
    │
    ├── 5. Successor Determination
    │       ├── If new customer pending → link move-in
    │       ├── If landlord exists → revert to landlord
    │       └── If neither → vacancy flag
    │
    └── 6. Account Close-Out
            ├── CA status = Closed (if zero balance)
            └── Contract status = Ended

Why This Step

The Move-Out is the inverse of Move-In and is equally critical for revenue integrity. A poorly configured move-out process leads to:

• Unbilled consumption — the departure period goes uninvoiced
• Orphan deposits — customer deposits are never refunded
• Ghost accounts — Contract Accounts remain open with accumulating dunning charges for a customer who is no longer at the premise

Key Configuration Notes

• ⚠️ PUCO Rule 4901:1-10-22 requires utilities to refund security deposits (with interest) within 30 days of final bill settlement. The refund timeline is configured in the Move-Out Process Type.
• The Landlord Revert process requires that the premise’s Connection Object has an ISU004 (Landlord) BP role assigned. This linkage is established during initial master data setup.
• Seasonal Disconnect (ZMO05) is a special case — the contract is suspended (not ended), the meter is disconnected, but the account remains open for reconnection in the next season.

Section D: Move-In / Move-Out Edge Cases & Business Rules

Step 7.7 — Configure Business Rules for Edge Cases

Business Rules Configuration

Complete Business Rule Matrix

Why This Step

Edge cases represent approximately 15% of all move-in/move-out transactions but consume 50% of CSR time when not properly automated. Misconfigured edge cases also generate the most billing errors and customer complaints.

Phase 7 — Completion Checklist

🔗 Customer service operations are now configured. Proceed to Phase 8: Advanced FI-CA (Collections & Mass Processing) to automate the revenue cycle.