Client Case Study- Integrating ServiceMax and Oracle EBS

A leading manufacturer of commercial printing solutions integrates Oracle EBS and ServiceMax to increase cost savings and time optimization.

Solution Background

The customer provides graphic and precision solutions and is headquartered in Japan with its North America office located in Chicago, IL. They are one of the largest manufacturers and suppliers of system components for the prepress and printing industries worldwide. 

After implementing ServiceMax to manage their after-sales operations, the customer needed to integrate ServiceMax with its back-office Oracle E-Business Suite (R12) system. The customer needed ennVee’s help to create a holistic solution, enabling the seamless and automated exchange of data between Oracle E-Business Suite and ServiceMax.

 

Key Requirements:

Build interfaces between Oracle E-Business Suite and ServiceMax to automatically:

  • Send and receive all order information to process the order in Oracle Order Management.
  • Synchronize the work order information in both systems.
  • Handle all errors, exceptions, or reconciliation requirements.

 

ennVee Solution

ennVee developed interfaces to connect Oracle E-Business Suite and ServiceMax, and designed a custom solution to automate the following processes:

  • Raising and Tracking Service Requests in ServiceMax, and integrating the requests with Oracle E-Business Suite.
  • Maintaining parts prices in sync across both systems.
  • Sending Work Order information to ServiceMax.
  • Creating labor orders in Oracle Order Management before processing them for invoicing.
  • Validating the order, returning used parts to inventory, and taking the line to closure in Oracle E-Business Suite.

 

Eight key business process functionalities were addressed:

  1. A work order is entered into ServiceMax and a sales order is entered in Oracle E-Business Suite whenever there is request from a customer for parts installation.
  2. A sales order entered into Oracle E-Business Suite will contain the quantity of the order placed and picked by the Engineer.
  3. An interface sends the information to ServiceMax, and the work order number in ServiceMax is updated along with the parts that are selected for installation.
  4. After the installation is done at customer site, labor and expense charges are entered in ServiceMax for the respective work order.
  5. Information is brought into Oracle E-Business Suite to create a sales order for the invoices and labor charges.
  6. The Engineer inputs the parts used during installation into the work order and completes the work order.
  7. This information is also brought into Oracle E-Business to perform a back order for any unused parts and to close the order line.
  8. There is an interface that runs daily to synchronize the prices of the parts in Oracle E-Business and ServiceMax, and sends over any parts that have undergone a price change or were recently added (new parts).

 

Solution Approach

We designed and built four interfaces that would provide the various functionalities required by the customer. 

  • Interface 1 – Outbound from Oracle EBS (to extract the parts and pricing information to be sent to ServiceMax). Data will be extracted from Oracle EBS into a .CSV file, which will be sent to an inbound ServiceMax server via FTP.
  • Interface 2 – Outbound from Oracle EBS. Whenever a service request is raised for installation of parts, a sales order is created in Oracle EBS. This order will have customer information, work order number, parts (items number), quantity, price, engineer bin location, shipped quantity, picked quantity, etc. All of this information is extracted and sent to ServiceMax via .CSV file.
  • Interface 3 – Inbound to Oracle EBS. An Order for Labor charge will be entered in ServiceMax and sent to Oracle EBS for a sales order creation. After, a sales order for the labor/service charges will be created in Oracle EBS and invoice-ready.
  • Interface 4. The engineer will enter the parts used and all detailed information when the work order number is closed in ServiceMax. This information will be pushed to Oracle EBS, similar to the work order number, parts consumed, closing comments, work order closed date, etc.

 

Business Benefits

As a result of the new integration between ServiceMax and Oracle E-Business Suite, the customer benefitted immensely from a cost savings and time optimization standpoint. With an automated process for raising, tracking, and accessing Service Requests in Oracle E-Business Suite, the customer was able to reduce operational costs, nearly eliminating any manual intervention in the Service Request process. Automating the flow of data between systems enabled drastic business growth and yielded a faster exchange of data across the system.

 

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Salesforce to Oracle E-Business Suite Integration using MuleSoft

Client Snapshot

  • Leading manufacturer of physical
    infrastructure for Data Center, Enterprise,
    and Industrial environments
  • 5,000 employees worldwide
  • $1+ billion (USD) annual revenue
  • Location: Chicago, IL (USA)

Project Overview

  A sales person is effective only to the extent of knowledge they have about the product or service that they are selling. Even the most “blue chip” CRM systems do not effectively provide the internal product or services information required by the sales person at that time. Typically, the information related to customer, sales order, availability, etc. resides within the internal ERP systems, which limits access to the increasingly mobile salesforce. Being able to access information on-the-go in real-time expedites the sales process and enables the sales person to make more effective sales.

Topology

  • Oracle E-Business Suite (EBS) R12.x

  • MuleSoft AnyPoint Studio 3.8
  • Salesforce – Summer ’17


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WorkDay HCM to Oracle E-Business Suite Integration

white-paper-hcm-workday-ebs-ennvee-blog-12-2017In 2016, Human Resources-related OPEX were on the rise and creating chaos for an industry leading manufacturer of network infrastructure. They concluded that a switch from Oracle HRMS to WorkDay HCM Cloud would be the most effective way to tackle ascending HR costs. Since the customer runs a bulk of their business operations on Oracle E-Business Suite, it was imperative to properly integrate the new WorkDay HCM system with the existing Oracle E-Business Suite. Our objective was to build the real-time and batch mode integrations between Workday and the client’s existing Oracle E-Business ERP system to provide the ability to leverage employee information across both systems.

Client Snapshot

  • Leading manufacturer of physical infrastructure for Data Center, Enterprise, and Industrial environments
  • 5,000 employees worldwide
  • $1+ billion (USD) annual revenue
  • Location: Chicago, IL (USA)

Topology

  • Oracle E-Business Suite (EBS) R12.x

  • WorkDay HCM Cloud

  • Oracle Fusion Middleware

  • Oracle Forms / Reports / SQL Developer

 

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XML Gateway Integration to Oracle E-Business Suite

Project Overview

    The client’s business faced an increased volume of customers which resulted in an increased time in delivering key information. The high frequency and volume of transactions would require streamlining the communication between customer and trading partners for a seamless flow of business transactions across multiple systems for Sales Orders, Invoices, Purchase Orders and Advanced Shipment Transactions. They chose Oracle XML Gateway for the integration with Oracle E-Business Suite, and to create and consume XML messages generated by business events. This would ultimately automate the communication process and reduce cost, while allowing the customer to be more efficient.

Client Snapshot

  • Leading manufacturer of physical infrastructure for Data Center, Enterprise, and Industrial environments
  • 5,000 employees worldwide
  • $1+ billion (USD) annual revenue
  • Location: Chicago, IL (USA)

Topology

  • Oracle E-Business Suite (EBS) R12.x

  • Oracle XML Gateway

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White Paper: BigMachines CPQ and Oracle E-Business Suite (EBS) Integration

Integrating Oracle BigMachines (CPQ) Cloud and E-Business Suite to streamline the configure-to-quote-to-order process

Overview

The customer, a global manufacturer of physical network infrastructure components, was transitioning a major portion of its business to Configure-to-Order and Assemble-to-Order (CTO/ATO). ennVee was brought in to deliver a cost-effective solution that would address all business requirements, while retaining the customer’s existing make-to-stock capabilities for the remainder of the business. We proposed a solution based on Oracle Configure-Price Quote (BigMachines CPQ) Cloud that would integrate with the customer’s existing Oracle E-Business Suite Enterprise Resource Planning system.

Solution Approach

The ennVee team planned to implement Oracle BigMachines (BM) Quote to Oracle E-Business Suite Order Import Process within the customer’s application architecture framework. Using the existing architecture would enable Configure-to-Order (CTO) and Assemble-to-Order (ATO) capabilities, which would streamline the entire configure-to-quote-to-order process, product selection, configuration, pricing, quoting, ordering, and approval workflows. Additionally, the integration allowed the customer to utilize one set of master product data between Oracle CPQ and EBS. The customer would also be able to automatically transfer data between both systems, including header-level quote totals and metadata, product line items, opportunity values, contact data, etc.

ennVee designed and executed a single solution for the entire inquiry-to-order process to reduce duplicate data, improve the accuracy of all sales reports generated, and to enable the client’s customers to easily submit orders online, convert quotes to orders, and approve orders via a customized workflow.

Solution Process

  1. Item Master Outbound Interface between Oracle EBS and Oracle BM
  2. Item Master related attributes Outbound Interface with Oracle BM
  3. Model BOM outbound Interface between Oracle EBS and Oracle BM
  4. Configured Part Item Inbound Interface between Oracle BM and Oracle EBS
  5. Get Net Price (Distributor Price) in BM CPQ from EBS
  6. Oracle BM Quote to Oracle EBS Order Import Process

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Tools, Technology, Applications used

  • Oracle E-Business Suite (EBS) R12.x
  • Oracle BigMachines CPQ Cloud
  • Oracle Fusion Middleware
  • Oracle Forms
  • Oracle Reports
  • Oracle SQL Developer

Business Benefits

Quotes to customers increased 10-fold, which augmented revenue generation by 120%. The quoting process was also reduced from 3-7 days to less than one hour, and sales increased by 400% with zero quote error rates. This was accomplished by:

  • Streamlining multiple hand-offs for approval via automated workflow
  • Eliminating redundant data re-entry into multiple systems
  • Minimizing manual and time-intensive proposal generation
  • Maintaining consistent quote and proposal formats
  • Automatically updating the customer’s CRM system with quote and order information
  • Tracking quote success rate and improving forecasts and sales reporting

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