Unify Basics
What info can be found in Unify?
Customer details such as billing, payments, meter reads, and contact info.
What’s SAP used for?
Managing back-office processes like tariff changes, large print bills, and bill creation.
Customer requests large print bill—what do you do?
Action it in Back Office SAP to generate and send a large print bill.
Define CSAT.
Customer Satisfaction – a measure of how happy customers are with service.
True/False: SAP is used for calls.
❌ False – it’s for back-office processes.
Where can you find payment history?
In the customer’s account section within Unify under “Billing/Payments.”
Name one back-office process.
Example: Changing a tariff or generating a new bill.
Tariff change—where?
Processed in Back Office SAP.
How do systems affect CSAT?
Accurate, fast systems allow smooth interactions and timely resolutions.
True/False: Unify holds billing info.
✅ True.
What helps resolve billing queries?
Reviewing meter reads, billing history, and payment records in Unify.
What does SAP integrate with?
It integrates with Unify (the front-end system).
High bill—where check reads?
Check meter reads and billing details in Unify.
Give an example of CSAT driver.
Quick issue resolution or receiving an accurate bill.
True/False: SAP is front-end.
❌ False – it’s back-end.
How does Unify help FCR?
It provides complete customer data, allowing agents to resolve queries on the first contact.
Why must updates be accurate?
Errors can cause billing or account issues, leading to customer dissatisfaction.
Payment not showing—what check?
Verify payment records in Unify and confirm processing in SAP if needed.
How can system delays impact CSAT?
They cause longer call times, frustration, and repeated contact.
True/False: Both systems affect CSAT.
✅ True.
What happens if Unify data is outdated?
It can cause incorrect information to be shared, leading to repeat calls and lower CSAT
How can errors in SAP affect CSAT?
Incorrect bills or delays frustrate customers and decrease satisfaction.
Dual system issue—how to resolve?
Cross-check data in both Unify and SAP, escalate if discrepancies remain.
What system action ensures higher CSAT?
Using both systems efficiently to provide accurate, timely information.
True/False: Unify links to SAP.
✅ True – they’re integrated.