Managing Agreements for a Residential Customer

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 application, which is connected to Siebel Energy at company headquarters.

The agent then creates the order in Siebel Energy. When the order is created, Siebel Energy associates the new maintenance service with the customer's agreement. When the order is complete, Siebel Energy automatically updates the agreement with the new service. Finally, Siebel Energy issues requests to the appropriate back-office applications to provision the customer's air conditioning maintenance service.

The following image shows the sequence of procedures that might be used to manage residential agreements. The steps in the procedure are as follows:

• Create agreement.

• Create order.

• Revise agreement (if necessary).

• Fulfill order.