Improved marketing and business processes bring new customers

Pražská energetika found in the call to reduce the number of lost customers due to the deregulation of the market the opportunity to align internal processes and increase customer base by using the marketing activities. The aim of the implementation of the SAP CRM solution was to offer the complete functionality that supports the main sales and service processes.

Main implementation points

  • Complete CRM IS-U/CCS Contract Management scenarios including marketing, sales and service processes.

  • High amounts of data replication between systems.
  • Gradual implementation - households, small businesses, commercial and industrial customers.
  • Integration of external components that support processes as the calculation of prices, etc.
  • Reporting supported by SAP NetWeaver Business Intelligence.
  • High sales volumes of statistical data for reporting.


Implementation of highly standardized and integrated SAP CRM solution and Billing for Utilities package has managed to reduce application costs and offer comprehensive functionality to support the main sales and service processes.

  • Improved contract management for all customer segments.
  • Unification of business processes.
  • Improved marketing and business processes, bringing new customers.
  • Consistent and stable business processes when dealing with customer requirements.
  • Improved analyst.
  • Easy integration with other software.
  • Standardized and uniform system components.
Improved marketing and business processes bring new customers

SAP CRM implementation

We were provided with greater efficiency of business processes and a more detailed overview of our customers. Since we effectively integrated SAP CRM with SAP for Utilities, we have been able to offer better services to our customers, and thus respond to their needs.

Ing. Miroslav Hübner, MBA, IT director, Pražská energetika, a.s.