How ennVee leverages Service Delivery Automation for customers using complex ERP systems

The increasing pace of change in technology is reshaping business as we know it, and customers must gravitate to Service Delivery Automation and Technology Innovation, which acts as a catalyst and an enabler to ramp up business value.

Today’s intensely competitive business arena requires companies to be agile in the marketplace, and the strategic importance of business systems cannot be undervalued. The increasing pace of change in technology is reshaping business operations, and customers must gravitate to Service Delivery Automation and Technology Innovation, which acts as a catalyst and an enabler to ramp up business value. Progressively, Service Delivery Automation (SDA) is using innovative technology to replace a series of human actions. Essentially, SDA helps improve business usage effectiveness through sustained support which is accurate, repetitive and quick.

What can be done to accomplish these objectives?

At ennVee, we have significant experience in providing service delivery to our clients using large and complex ERP systems such as Oracle E-Business Suite and SAP. Over the years, we have fine-tuned our service delivery mechanism embracing the latest technological innovations to an extent where we have built a series of tools and accelerators for automating service delivery. The primary drivers for these automation tools are accuracy of delivery, repeatable perfection and quick turn-around time to resolve.

Listed below are some of our key tools and accelerators which differentiate our Service Delivery offering and add value to customers.

1. Custom Migration Tools

ERP Service Delivery involves code changes and assessing the impact of the same on the overall system. Hence, the custom code is migrated from one ERP instance to the other for unit testing, integration testing, user testing, deployment, etc. Our migration tool allows for seamless migration of code leading to high level of repetitiveness avoiding human errors and ensuring quicker availability of migrated code for testing and deployment. Thus, reducing the overall time to use the system with rectified custom code.

2. Upgrade Automation for EBS R12.2.x

As a part of service delivery, we come across scenarios where the product encounters a defect or a bug. In such cases, we reach out to the product principles such as Oracle to provide the resolution. Oracle may release a patch which may lead to upgrading a functionality or module to the next point version. In such cases, the impact of such upgrade need to assessed on the associated custom objects. The objects may need a remediation before they work with the new standard functionality.

Our upgrade automation tool provides for seamless assessment, remediation and testing of the code. Additionally, if the client Oracle EBS version is older than the current one, we can provide a free assessment service to determine the extent of upgrade complexity and potential effort involved in remediating the required custom objects.

Download our upgrade automation data sheet

3. Knowledge Repository

Successful service delivery leads to effective utilization of the business systems by the users and this can only be achieved by having a robust knowledge repository. Such a repository not only leads to reduced resolution time for similar incidents, it also provides a high level of reusability for custom code changes. Invariably, it provides for a service delivery which meets the desired  service levels agreed with the client. At ennVee, our long years of service delivery experience have helped us build a solid repository of incident resolutions and re-usable components helping clients get an accurate, repetitive and quick service delivery turnaround.

4. Service Delivery Dashboard

Feedback is essential in improving service delivery. Our Service Delivery Dashboard ensures just that! Using simple, intuitive and open source analytic tools, we have built a framework for capturing transactional service delivery data and converting this data into a visually appealing and easy to assimilate dashboard.
The information covers strategic information for effective decision and operational information for efficient execution. Some of the key service delivery aspects such as incident trends, incidents by functional areas, SLA compliance, violation and penalties, RCA, SIP, service delivery performance, etc. are graphically depicted in the dashboard.

Bottom line

Service Delivery Automation ensures quicker resolution of incidents more accurately. In turn, this leads to user satisfaction and improves the effectiveness and efficiency of the business systems. Ultimately, a robust business system provides accurate information in near real-time allowing organizations to be more competitive in the marketplace.

ennVee offers Service Delivery Automation capabilities that compliment competitive growth objectives and achieve higher benefits realization. We continue to work with customers to streamline and optimize business processes, while reducing manual intervention for customers across industry verticals like manufacturing, logistics and transportation providers, financial services and banking institutions. Our partnership has helped to improve accuracy, efficiency, and delivery schedule for support and enhancement projects.

About ennVee TechnoGroup, Inc.

ennVee is backed by over 15 years of delivering optimal enterprise resource planning and custom developed solutions. Our seasoned team is comprised of more than 180 technology experts committed to delivering quality solutions to customers across a deep range of industries. ennVee is headquartered in Chicago, IL and has four global development centers  in Bangalore, Chennai, Mangalore and Pune in India.

Interested in discussing manual pain points? Feel free to leave a comment or contact us at info@ennvee.com 

Oracle Field Service could have taken the CHILL off my weekend

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By: Bill Nolan

I had a frustrating weekend waiting for my three month old heating unit to be repaired.  This is all the more annoying to me because the firm I work for, ennVee TechnoGroup, specializes in implementing Oracle Cloud applications. We have implemented Oracle Service Cloud for a wide range of companies, but unfortunately the firm I bought my heater from is not running Oracle.

Having a person with the appropriate skill set arrive at the correct location with the parts needed to fix a customer’s product during the time window agreed upon is something we expect, actually achieving this is challenging.

The underlying goal of Field Service is to never have a customer WWK (waiting without knowing).  Over the last few days I spent plenty of time in the Waiting Without Knowing Zone.

After my initial call for service I was told to expect a technician between 10am and noon.  He arrived at 2:20pm after I placed two more calls, only to tell me he did not have the part necessary for the repair.

I began to understand the power of a good Field Service application.

When we implement Oracle Field Service we integrate CRM, ERP, Billing and HRIS to prevent people from finding themselves in the cold Waiting Without Knowledge like me. 

I was appreciative on the second day when the right person finally showed up with the right part and fixed our heat.  The technician seemed surprised; he said most people in this situation would be cursing at him.  This seems like a frequent occurrence.

The way I see it, he did not create the problem, his firm’s lack of a functioning Field Service Application was the issue.

ennVee implements and upgrades Oracle OFS and 3rd party modules to provide a seamless Customer Support experience.   

Our service-focused Cloud solution allows firms to optimize their call center operations. 

Access to HRIS means that the technician with the right skill set arrives at the right location on      time.

Integration to ERP assures that the correct parts are available and replaced in inventory.

Warranty information is checked, Financials are updated and customers are invoiced if necessary.

Finally, information is captured to expand the Knowledge Base in the Oracle Knowledge Management System.

My neighbor suggested that I write a disparaging Yelp review for the company that left me in the cold.  Instead,  I plan to contact them this week to see about scheduling an OFS presentation.

Business Intelligence Beyond Discoverer

Oracle Discoverer will no longer receive support after June 2017. ennVee has developed a cost-effective tool that helps businesses migrate all Discoverer data into Microsoft Power BI.

What’s your exit strategy?

After June 2017, the inevitable will occur- Oracle will no longer support its business intelligence tool, Discoverer. Organizations will no longer receive Discoverer support and are at risk of not being able to integrate with your other applications as they continue to receive new patches and updates.

The thought of even having a backup plan is overwhelming but again, inevitable. The demand to migrate to another BI tool is overwhelming and one that is not accounted for in your budget. Companies are shying away from Discoverer’s savvy and more expensive cousin, OBIEE. The cost is significantly higher than Discoverer, but all reports and data could be migrated without much issue. What if there was a way to reduce the cost complexity entirely?

Consider this…Migrating to Microsoft Power BI

ennVee TechnoGroup has developed a custom tool that automatically migrates all Discoverer workbooks and sheets into Power BI. The tool enables Discoverer users to maintain all filters and data with the increased ability to generate meaningful graphs. Microsoft’s Power BI application is packaged into all Office 365 subscriptions (along with Word, Excel, Outlook, etc.) at no additional cost. It provides similar functionalities as Discoverer including: ad hoc querying, data analysis, reporting, and publishing capabilities, all at a similarly structured price (‘Pro’ version billed annually per user, or ‘Free’ version packaged into Office 365).

How does this impact your business?

  • A single workbook can be displayed in one dashboard and shared across users
  • Craft meaningful interactions with your audience
  • Generate actionable insights immediately
  • Universal usability, meaning non-technical employees can build reports without any extra training required

Continue reading “Business Intelligence Beyond Discoverer”