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Siebel eEnergy Guide > Agreements and Entitlements >
Business Scenarios for Agreements and Entitlements
Agreements for commercial customers and residential customers may be managed differently. To reflect this, this section presents two different business scenarios.
Business Scenario for a Commercial Customer
This scenario shows a sequence of procedures performed by an account manager (end user). Your company may follow a different sequence according to its business needs.
An account manager has been working with a commercial customer for the past two months on an opportunity to supply commercial electric service to the customer's office. Account information for the customer is already present in Siebel eEnergy. Over the past two months, the account manager has created and maintained the opportunity, quotes, and proposals in Siebel eEnergy.
After reviewing several proposals and discussing different offerings and services, the company's owner has accepted the account manager's most recent proposal and has requested a service agreement for the current quote.
First, the account manager creates an agreement record with basic information such as account name, effective date, and a general description of products and services to be covered. He next selects the appropriate terms to add to the agreement and specifies contacts for this agreement. Next, he creates an order. When the order is created, Siebel eEnergy associates the new service with the agreement.
The account manager then uses Siebel eEnergy to generate a physical service agreement. Using a predefined agreement template that the account manager selects, Siebel eEnergy automatically assembles sections from the agreement library and adds the information the account manager entered for the agreement record and its associated terms and contacts. Siebel eEnergy then places the text in a Microsoft Word document. If necessary, the account manager can manually edit the Word document to personalize it for the customer.
Finally, the account manager prints the finished service agreement for the owner's approval and signature.
Figure 7 shows the sequence of procedures that might be used to manage commercial agreements.
Business Scenario for a Residential Customer
This scenario shows a sequence of procedures performed by a customer service representative (end user) at a local office. Your company may follow a different sequence according to its business needs.
A residential customer with an existing service agreement decides to sign up for your company's air conditioning maintenance program. She visits her local office to complete this transaction. The agent looks up her service agreement on the local office system, which is connected to Siebel eEnergy at company headquarters.
The agent then creates the order in Siebel eEnergy. When the order is created, Siebel eEnergy associates the new maintenance service with the customer's agreement. When the order is complete, Siebel eEnergy automatically updates the agreement with the new service. Finally, Siebel eEnergy issues requests to the appropriate back-office applications to provision the customer's air conditioning maintenance service.
Figure 8 shows the sequence of procedures that might be used to manage residential agreements.
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Siebel eEnergy Guide Published: 23 June 2003 |
