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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Customer Voice: “Patching, Testing, Migration, and Downtime…” are among the most reported Oracle EBS R12.2 upgrade challenges

ennVee partnered with an independent research firm to survey 300+ IT and project leaders who have or anticipate upgrading to Oracle E-Business Suite R12.2. Respondents cover all major industries. The top reported challenges include Downtime, Migrating Customizations, and Patching and Testing. 

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Oracle E-Business Suite 12.2 was first released in September 2013. It introduced Online Patching to help customers ensure continuous operation of their key business process. The underlying technology stack was also overhauled and supplemented with Oracle Fusion Middleware. As a result, all standard and custom objects (customizations) need to undergo numerous code changes to ensure compliance with 12.2 and above. While Oracle provides a standard utility for remediating and migration standard objects, the utility does not apply to any non standard (custom) objects. As a result, customers must make manually remediate and migrate all custom objects to their target R12.2 instance.

Objective

Our objective was to determine if the extent of customization was universally perceived as one of the top challenges for customers who have upgraded or are planning to upgrade to Oracle E-Business Suite R12.2. ennVee partnered with an independent research firm to survey 300+ IT and project leaders who have or anticipate upgrading to Oracle E-Business Suite R12.2. Respondents cover all major industries. The top reported challenges include Downtime, Migrating Customizations, and Patching and Testing.

Download our infographic for a breakdown of R12.2 upgrade objectives, challenges, estimated timelines, and the impact of customization.

About ennABLE

ennVee has been helping customers eliminate a bulk of the heavy lifting by automating the R12.2 upgrade process (from Assessment to Remediation, Migration, and Testing). Our proprietary ennABLE accelerator dramatically reduces the hours associated with custom object remediation, and reduces project cost and timelines by 50%, while minimizing cutover and upgrade downtime.

2017 Gateway OAUG Kansas City – Event Recap

ennVee President, Veera Venugopal, and Vice President of Global Sales and Marketing, Joe Bong discussed current and future Oracle E-Business Suite and ERP upgrade automation trends, and other key aspects that make or break the R12.2 upgrade process.

The second annual Gateway OAUG event took place this past Wednesday, November 8th in Overland Park, Kansas. ennVee participated as an exhibitor and hosted a session around Oracle E-Business Suite R12.2 upgrade automation. Download presentation.

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ennVee President, Veera Venugopal, and Vice President of Global Sales and Marketing, Joe Bong discussed current and future Oracle E-Business Suite and ERP upgrade automation trends, and other key aspects that make or break the R12.2 upgrade process.

Veera Venugopal provided insight around the current state and automation best practices during Oracle EBS R12.2 upgrades, as well as the benefits of upgrading to the latest release 12.2.7.

Joe Bong addressed the “voice of the customer” by summarizing the results of over 2,000 surveys taken by Oracle ERP/IT decision makers across all major industries. Joe also examined ennVee’s proprietary automation tools and processes that when applied reduce cost, manual effort, and time to go-live by 60%. The session concluded with a look into ennVee’s Oracle Discoverer migration solution and Oracle Application Performance Monitoring/Managed Services, where 60% of manual effort is eliminated via automation.


Discuss your Enterprise Resource Planning (ERP) objectives with us

Are you preparing or planning to upgrade to Oracle E-Business Suite R12.2.7? Contact us to accelerate and reduce the cost of your upgrade by 60%.

ennVee to Host Session on Oracle E-Business Suite R12.2 Upgrade Automation at Upcoming OAUG Event

ennVee will be presenting and exhibiting at the upcoming Gateway Kansas City OAUG event on November 8th.

We’re excited to announce that ennVee will be presenting and exhibiting at the upcoming Gateway Kansas City OAUG event on November 8th.

Make sure to catch our Customer Experience session hosted by ennVee President, Veera Venugopal and Vice President of Global Sales and Marketing, Joe Bong. Both will discuss ways in which customers can leverage automation to accelerate the Oracle E-Business Suite ERP upgrade process to the latest R12.2 release. 

About our Session

Automation: Or How We Eliminated Manual R12.2 Upgrades and Become Cost Saving Hero
Who doesn’t want peace-of-mind from their Oracle E-Business Suite R12.2.7 upgrade? President and Vice President, Veera Venugopal and Joe Bong will discuss how project and business teams can expedite R12.2.x upgrade process through automation. We will share tips, best practices, and lessons learned from past upgrades, which will help you leverage automation to create efficiency, reduce time and cost, while increasing quality.

When: Wednesday, November 8th from 10-10:40AM CDT.
Where: GRID Collaborative Spaces, 12022 Blue Valley Parkway, Overland Park, Kansas 66213

Full agenda and registration – http://bit.ly/2xOYRAq

Learn more about the centerpiece of our session, ENNABLE

Oracle E-Business Suite 12.2.7 Available Now

Oracle has announced the latest release of Oracle E-Business Suite, R12.2.7.

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September 8th, 2017
Oracle has announced the latest release of Oracle E-Business Suite, R12.2.7. Download and installation information can be found here.

New Features and Improvements

Release 12.2.7 provides a myriad of updates and enhancements across the entire suite. Highlights include:

  • Statutory and regulatory updates
  • Stability, performance, and security enhancements
  • All one-off patches made available on 11.5.10, 12.0, 12.1.3, and earlier 12.2 releases
  • Extended support for themes (earlier 12.2 releases): recurring revenue business models, user interface modernization, and increased operational efficiency
  • New functional and technical capabilities for iProcurement, Procurement, Project Procurement, Projects, Order Management, Logistics, Manufacturing, Value Chain Planning, Asset Management, Service, Financials, HCM, and Tools and Technology.

For all new features and improvements introduced in release 12.2.7, click here.

R12.2.x Upgrade Automation?

All non-standard objects (Database, Setup, RICEFW) and custom code must be remediated to enable online patching (ADOP), and comply to new architectural standards in 12.2. As a result, project timelines, cost, and resource requirements can increase tremendously, turning the manual-laden upgrade process into a trial by fire. ennVee ENNABLE™ has helped organizations simplify and accelerate the 12.2.x upgrade process by automating each phase from assessment, to segregation, remediation, migration, and testing.

Learn more at ennvee.com/ennable.html and contact us for a free live demonstration at connect@ennvee.com.