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Agenda

• Why Oracle CRM Service & R12• R12 CRM Implementation Overview• R12 CRM Issues and Solutions• R12 CRM Expected Outcomes• Observations – Strengths and

Weaknesses• Partnering for Success

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Why Oracle CRM Service

•Quoting•Configuration•Order Mngt•Returns/RepairCustomers

Suppliers

Employees

Items

Reporting

ERP

CRMPLM

•Finance•Human Resources•Purchasing•Inventory Control•Warehouse Management•Production

•BOM/Routings•Sourcing•Project Acct.•ECOs

•Requirements Mngt•Design Collaboration•ECOs

•Account Management•Lead Management•Opportunity Management•Customer Service•Customer Support•Channel Management

•Product Data Mngt•Product Development•Change Management•Quality•Product Portfolio Mngt•Project Management

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Overall Implementation Approach

• Phased, focused on “Cumulative Value-Add”

Core ERP

PLM

Post-Sales CRM

Projects

Pre-Sales CRM

Support Client’s business objective to develop more scalable infrastructure to support revenue growth

Objectives• Automate processes across functions• Leverage shared data and information• Increase communication and

collaboration• Comply with regulatory requirements• Support decision making

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Depot Repair Drivers

• A core driver for Depot Repair R12 at Client was the new R12 'Bulk Receiving' functionality which significantly reduces the time and number of clicks for the receiving process

• Another significant driver new in R12 - 'High Volume Repair' functionality which again significantly reduces the number of clicks needed for a technician to create a repair job. Makes it very simple. It allows the Repair Technician to just select the diagnostic code for the repair work and from there - the system recommends the service code and creates the repair job with needed operations, materials and labor.  

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Depot Repair R12 differences from 11i

• Main difference in R12 from 11i are the aforementioned features in the previous slide and Repair Order status transition functionality

• These features reduce the number of clicks needed for the whole repair process and allow the technician to spend as little time as possible in the system

• Status transitions feature helps in more reporting data to be captured in the system, which is used to analyze and help in improving the repair turnaround time.

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Depot Repair R12 New features

• New in R12 - High Volume Repair – reduces the number of steps needed for a technician

• New in R12 - High Volume Repair – Personalization is good – was able to move the notes region up so that the technician would see the notes region from the repair coordinator. Was also able to move the materials region up as issuing was the first task

• New in R12 -  Bulk Receiving – really speeds up the process – just scan the serial number and that creates the repair orders and receives it.

• Auto Receiving and 1 Click Shipping ( New in R12 )

• New in  R12 Third Party support, but of limited use at Client (we required 1 Purchase Order for all the third party shipments). Oracle generates a Purchase Order for every repair job created ( for us was 1 Repair Job per Repair Order).

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Depot Repair R12 features

• Limitation with High Volume Repair – some more automation needed. Currently every repair item issue needs to be manually done.

• Limitation with  Bulk Receiving – can be done only for 1 Repair Type per user/responsibility as it is based on a profile option

• New in R12 - Status Transitions. This helps in reporting. Purpose to know how much time was spent to get from status A to status B and to report on time taken to complete the repair etc. Limitation -  No automated status transitions – it has to be done manually – or additional workflow node customizations are needed

• Limitation - No easy way to do Bulk Shipping from Depot Repair – we had to turn off – auto delivery creation using a Pick Release rule and then ship confirm from the Shipping Transaction form

• Limitation – No way to specify Service Code as applicable to all items

• Install Base -No easy way to mass expire instances. Need to manually create a batch every time we want to expire a bunch of instances

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Service Contracts lessons learned

• The main business driver was to move the Service contracts data from legacy (MS Excel) to Oracle for better visibility of entitlement. Also, ease of use for the customer support team was key

• R12 has a lot more HTML pages with better search capabilities than the forms but otherwise, functionality was pretty similar in prior releases.

• With Depot integration , there was a rouge functionality that terminated contract lines when an RMA was received

• Yes.. there was a few issues logged where enhancement requests were needed..

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Teleservice Issues and solutions

• Issue: Escalation of a Service Request from the web client using Customer Support Specialist.

• Solution: Oracle does not provide the escalation feature from the HTML version of the Oracle Service module. In order to achieve this, extensible attributes with some parameters were added to the SR form and then used them in conjunction with the Business Rules created from the forms area.

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Teleservice Issue and solution

• Issue: Auto assignment of tasks from the web client in Service

• Solution: This was also achieved using Business rules within Teleservice

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iSupport Issues and Solutions

• Issue: Delegation of user roles. Some sales people would like to see most of the accounts in their territory but without having to login again

• Solution: This was achieved using the new User Management module where a user can delegate his roles to someone else

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iSupport Issues and Solutions

• Client desired to see partners and different end customer data upon using one single logon in iSupport

• We accomplished this goal by configuring the new R12 iSupport Delegation features and functionality which allows an iSupport user to accomplish this objective

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Knowledge Base Issues and Solutions

• Issue: Solution Repositories for external databases

• Solution: This was achieved using the new feature in R12 for searching external database using Oracle Enterprise Search in conjunction with Oracle Knowledge Base setups

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Email Center Issues and Solutions

• Issue: Client desired a system to manage a large volume of inbound customer emails

• Solution: By implementing Email Center, client will now be able to respond and manage inbound emails more efficiently. They also will be able to tie these emails back to customer interactions. Email Center allows the client the chance to maximize system value with TeleService integration of a multi-channel means of communicating with customers

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OBIEE/DBI Issues and solutions

• OBIEE – Oracle Business Intelligence Enterprise Edition

• Issue - desired to report on data outside of the Oracle Database

• Solution - leveraged this objective by using OBIEE functionality that allowed them to report on data outside of the Oracle db or to any legacy system

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R12 Lessons Learned

• Compromises you make regarding original setups can really come back to haunt you, even if they made perfect business sense.

• Early adoption is not for the SMB (Small-to-Medium Business) if you are tying to critical business operations, leave it to the Fortune 100.

• When upgrading to a bleeding edge release, vendor support is key; Critical Account status was a significant benefit to driving SR resolution.

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R12 Upgrade Conclusions

• E-Business Suite R12 provides some very nice new functionality and usability improvements.

• Technical Upgrade itself was straightforward (designed for Upgradeability was accurate)

• Functional issues, training, documentation, and support knowledge will be the likely focus areas of risk for an upgrade.

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R12 CRM Implementation Overview

OBJECTIVES• Data Improvement – Consolidate customer and contact data, uniform schemes for

categorizing and classifying, enrichment of information• Process Scalability – Implement globally consistent processes, designed for scale

and effective service & support• Performance Management – Implement customer-centric performance indicators

across functions, improve and simplify decision support capability

TEAM• Customer Service, Tech Support,

Repair Operations• 4 Functional Consultants• 3+ Technical Consultants• Project management Team

APPROACH• 4+ CRPs, 8 Months … will be 11

APPLICATION SCOPE• Teleservice, Contracts, Depot Repair• Install Base, Knowledge Base• Self-service, Email Center

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R12 CRM Expected Outcomes

NOW• Disparate systems … customer who?• No install base, entitlements• Highly manual SLA tracking &

notification / escalation

KEY CRM FUNCTIONALITY• TCA – flexible consolidation!• OA customer support – extensible

attributes, SR Types• Integrated IB, KB, Contracts• Email Center

FUTURE• 1 Source of Customer Data• Entitlements in hand, detailed IB• Automated notifications, leveraging

email• Click-to-see SLA performance

BENEFITS• Reduction in manual effort• Cross-functional visibility• Secure, searchable, visible,

consistent data

TeleService – for Tech Support

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R12 CRM Expected Outcomes

NOW• Disparate systems … which product?

… customer who?• Duplicate data and entry• Highly manual SLA tracking &

product performance reporting

KEY CRM FUNCTIONALITY• High volume repair interface• Bulk receiving• Integrated IB, KB, Contracts• Repair History

FUTURE• 1 Source of Customer Data• Entitlements in hand, detailed IB• Click-to-see SLA & product

performance

BENEFITS• Eliminate duplicate entry• Reduction in manual effort• Visibility to impacted populations• Shipping & order integration

Depot Repair – for our Repair Operation

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R12 CRM Expected Outcomes

NOW• No system – spreadsheet, order line

comments• Highly manual renewals, revenue

recognition• Who is entitled to what? - Partners

KEY CRM FUNCTIONALITY• Umm … Service Contracts!• Coverage templates• Flexible product<>coverage

association• Integration with IB, TeleService• Integration with AR

FUTURE• Service Contracts!• 1 Source of Customer Data• Entitlements in hand, detailed IB

BENEFITS• “Automatic” renewals• “Automatic” revenue recognition• Avoid “lost” revenue for service• Visibility to customer profitability

Service Contracts – for Customer Service

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R12 CRM Observations

• Strengths– Significant UI improvements – Repair, Customer Support– Integration – specifically of service contracts to transactional modules and

installed base– Flexibility – Extensible attributes, set-up options

• Weaknesses– Light on service contracts driving business logic– Service contracts API … there isn’t one– Poor documentation, support catching up

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Partnering for Success

• Extensive Partner Selection process– Used a “lite” RFP clearly defining scope and objectives … 9 firms responded– Evaluated key capabilities:

• CRM service capability• High tech experience

– Wanted a Partner, not a Vendor• Why Abaris?

– A willingness to share risk … R12– Strong hybrid approach to direct staffing and staff augmentation – subject

matter experts and leadership• Experience

– CRM Service, High Tech– Very supportive with emergency need-to-knows– Resourceful with industry peers, Oracle

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True Partnership for Success

• Leverage a nationwide network of “just-in-time” subject matter expertise supported by your implementation partner’s internal intellectual capital– Oracle Product Footprint– Knowledge of Client’s vertical - High-tech MFG– Experience with new release - R12

• Leverage your System Integrators knowledge and relationships within the Oracle Channels

• Leverage tools and deliverables available from your implementation partner and Oracle through your partner’s certifications

• Use your SI as a sounding board for new Oracle Products, future integration path, future functionality and symbiotic Oracle 3rd party ISV’s

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Nationwide Network of Resources

• Client’s desired approach was to use “best player for the position” resource model– Each consultant was hand picked for the specific role, process knowledge,

vertical knowledge, solution and release experience• Abaris provided project deliverables and re-usable intellectual capital• Abaris provided an Account Executive, Program Manager and Executive

Sponsor

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Leverage Your Partner’s Relationship with Oracle

• Oracle is a 18 billion dollar company with over 75,000 employees• How do you navigate through the different channels to get to the right people

that can make things happen?• Abaris understands Oracle’s “pressure points” and how to assist a customer in

leveraging their investment in Oracle– Sales Channel Benefits– Marketing Channel Benefits– Support Channel Benefits– Product Development Channel Benefits

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Leverage Tools and Deliverables

• Abaris provided methods, tools and deliverables from years of implementing Oracle E-Business Suite

• Abaris has many Oracle Certifications that gives us access to valuable tools and deliverables provided by Oracle

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Work With Your SI to Better Understand the Oracle Product Ecosystem

• Client and Abaris worked together to: – better understand what Oracle’s direction is for new products– determine what is Oracle’s integration path for future releases – identify and qualify strength and viability for Oracle 3rd party ISV’s

• Ultimately it’s collaboration, ongoing communication and a partnership approach to best recognize a return on your Oracle investment

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Questions and Answers

• Thank you for attending• Please visit www.abaris-inc.com to learn about our Oracle

R12 experience• Mark Wittkopp mwittkopp@abaris-inc.com

– Phone: 724-746-4869