Online was served from SAP CRM MIS.

 Online customers were not be able to

view/amend their nectar details, book appointment for repair and cover and
perform services sales online. The update customer detail requests also moved to
store and forward queue for later processing. 

Login Journey:

In login page, for the new customer the registration page will open.

The new customer will have to provide some credentials for the opening of new account.

The customer will login into their by using E-mail ID.

UCRN-Unique Customer Reference Number is generated for all the customers.

UCRN is a 12-digit number and it is used for the management of customer’s data.

UCRN is generated in SAP.

Account Summary (Energy):

Account Level data is maintained by SAP.

GCRD-Get Customer Request Details.

It provides the summary of the customer’s account such as energy consumed, usage level for the
Energy account.

Account Summary (Services):

It provides the summary of the customer’s account for the Service account.

Add Missing Accounts:

The customer having energy account can add the service account if they don’t have and vice
versa.

For the service account the UCRN starts with 91 and for the energy account UCRN starts with
85.

By using first UCRN, the customer can add the missing UCRN by creating the secondary
UCRN.
Manage Personal Details:

The persona details of the customer is managed by the SAP and the account level information is
maintained by SAPISU.

Work Management Information System-it also plays an important role in the managing the
information.

After getting details from the customer, it validates the credentials in the Data Base.

Direct Debit Journeys: 

DD Adjust Monthly Payments:

Here, the customer can adjust the monthly payment amount in the Direct Debit.

The Customer can enter the amount that like to pay per month and select 'Recalculate' to see the
impact of their change.

DD Change Bank Details:

The Customer can change their DD bank account from one bank to

Another bank.

DD Dashboard:

The dashboard shows the entire information about the payments made by the

Customer through the DD.

From SAP end they provide three kinds of response

· CPS Next instalment response,

· CPS Year end response,

· CPS consumption response.

DD Detail Plan Breakdown:

The Customer plan is typically a year period where we calculate the likely cost of your energy
for the year ahead by looking at seasonal weather patterns and your previous energy usage, based
on the meter readings that we have for your account.
We then split this total cost into equal monthly payments over Customer plan.

DD Get a Credit Refund:

· If Customer paid by Direct Debit, we'll make the refund by BACS.

· We'll also look at whether your Direct Debit has been set at the right level and change it if we
need to.

· Customer can check their bills and manage your Direct Debits online if you have an online
account.

Make a Payment:

The Backend for the payment journey is handled by the Worldpay

WorldPay:

Worldpay Group plc (formerly RBS WorldPay) was a payment processing company.

It was acquired by FIS in July 2019 for $43 billion.[3] It was listed on the London Stock Exchange until
16 January 2018 when it was acquired by Vantiv to form Worldpay.

The customer should need to have an online account before you can make a payment and pay
with a debit or credit card.

The customer can pay the amount by using already saved card or the new card.

By using SAP, we get the saved card details from the customer.

Account Level Information is maintained by the SAP ISU.

The customer can also see the Yearly Bill payment also in this page.

Submit Meter Read:

Batch:

Blue Bill:

It is generated by SAP and sent by Communisis.

Role of Online:

If not in DB, send paper and for paperless if generated details in the bill is present in online send
a mail.

Red Bill:

It sends from the online and checking the UCRN.

Monthly Bill:

It sends from online for giving the reminder “submit reading”.

ASV Letter:

The emails comes from communisis and the details stored in the online.

Energy Journey:
Consumption Comparison:

It compares the usage of energy within the city or overall UK.

UK energy comparison:

View the energy consumption of different areas across the UK.

City comparison:

Compare the energy consumption of up to 5 different cities.

Consumption Graph/My energy:

It shows the graphical representation of customer’s energy usage along with the comparison of
various factors.

It contain details about

· How much customer spent in the gas and electricity?

· Year to date usage comparison of the customer.

· It also shows the graphical representation of energy used in

· KWh with the amount spent.

· Appliances wise energy usage

· Household Profile.

· Energy saving tips.

Site Search – BGR:

Site search is used to find the requested service of the customer by using the search box.

Contact us:

Contact us provides the great level of support to the customer if any problems happened to the
customer.

Make an Appointment (CHI):

The customer can make an appointment by choosing the 'Book an engineer' tile in the website.

If customer’s appointment is due, you'll see a link to 'Book annual service'. If customer can't,
then customer are not due one just yet

The customer can choose a time and date that's good for them and Confirm their appointment.

Predict Next bill:

It shows the upcoming bill payment for the customer by comparing and analysing of their
previous energy using.

ASV:

The British Gas annual service is for home owners with a boiler. Boilers need to be serviced
at timely periods to ensure that they continue to work properly – and to ensure that they are safe.
When you book a British Gas annual service, a British Gas engineer will visit your home.
This will be performed on a day and at a time that suits you. The service takes around an hour to
complete, depending on the level of work required, and you can book an annual service 3 months
in advance.

Breakdown Booking:
Apart from ASV booking, the customer can get their servicers for the boiler. The situation like
suddenly the boilers is not working for this type of case the customer get Breakdown Booking.

Cancel Appointment:

The Customer can cancel their appointment with us online in a few simple steps, and you don't
need an account to do so.

View Job Appointment:

The Customer can track their appointment status and view their services whether the
appointment is cancelled or not

Fast Track ASV:

This type of service is for the Customer who do not have their online account in British gas site.

Re-Schedule Appointment:

The customer can reschedule the appointment which they already booked

And they can their appointment to their suitable day and time