integrating oracle isupport into online customer service portal for rma january 17, 2007 presented...

Integrating Oracle iSupport into Online Customer Service Portal for RMA

January 17, 2007

Presented by:Craig VidalAnant Soni

Oracle Certified Partner

Agenda Overview

1. Background – Client2. Background – Challenges3. Proposed and Delivered Solution

Process Flow1. Online User Registration2. RMA Creation3. Back-end Automation4. RMA Status5. Repair Estimate Approval6. Exception Management

Screen Captures1. Customer Portal Login Page2. Customer Portal Home Page3. Create Service Order4. Service Order Summary5. Service Order Confirmation, packing Slip and contamination form6. Depot Repair Order7. RMA Receipt8. Estimate Approval9. Repair Order and WIP Status10. Change Password/ Account Information11. Online Help12. Customer Exceptions / Resolution

Outcome and Highlights


OVERVIEW


Background - Client

The Client is a technology leader providing critical instruments and systems integration solutions in advanced gas and chemical delivery to the global semiconductor and electronics industries. Its customer base includes both original equipment manufacturers (OEMs) and FAB owners.

The Client has more than 15 offices worldwide providing direct sales, service and applications support. The client has its Enterprise Applications running on Oracle Applications Release 11.5.9.

Number of Employees: 1300 worldwide

Count of Manual RMA Transactions: approx 1200 per month including component sub assembly replacements


Background – Challenges and Goals

Challenges

RMA processing was taking several months

Major customer satisfaction issues

The entire process was plagued by various pain-points

Due to lack of transparency and ease of use, the client was losing Repair Revenue

Goals

Customers to create their own RMA’s over the internet

Manage only exceptions through Customer Service back-office

Significant reduction in overhead

Increased customer satisfaction


Proposed and Delivered Solution

Implement Oracle iSupport as the core module for RMA capture

Back-end Automation around Oracle modules like Oracle Depot Repair, Oracle Order Management, Oracle Pricing and Oracle Work In Process to ensure minimal manual intervention and seamless process flow up to invoicing

Customized Exception Management to manage exceptions in the RMA capture process effectively

Online user registration to allow customers self-register

Online Service RMA for managing and optimizing all “Return for Repair” activities

Automation of entire RMA process

24x7 access of RMA progress information to customers


PROCESS FLOWS


Process Flow – Online User Registration

Online User Registration allows customers to create their own user accounts.

Use of Data Quality Management (DQM) avoids data duplication.

Customersvia Web

Capture Contact Details,Billing and Shipping Address

Create new User AccountAnd customer


Process Flow – RMA Creation

Provides interactive user interface to capture Billing and Shipping addresses, repair types, payment methods, shipping instructions and other details

Offers flexible pricing and repair discounts to the customers upfront

Customers can get a copy of packing slip and contamination form online

Customersvia Web

Capture InformationRequired for RMA Creation

Create new RMA Notify Customer

Generate Packing Slip &Contamination form


Process Flow – Backend Automation

Back-end Automation around Oracle modules like Oracle Depot Repair, Oracle Order Management, Oracle Pricing and Oracle Work In Process ensures minimal manual intervention and seamless process flow up to invoicing

RMA ReceiptCreate

Service RequestCreate Repair Order,

Work Order

Create Repair Estimates


Process Flow – RMA Status

Customersvia Web Search RMA

RMA Details

Repair Estimate Details

Packing Slip, Contamination form

Shipping Information

Export to excel

Customers can get real time information on RMA status, RMA details, Shipping and Billing details.


Process Flow – Repair Estimate Approval

EstimateApproval

Customersvia Web

Complete Work Order

Cancel Work Order Ship Material

Return

Move to Scrap

Ship Material

Approve

Scrap

Cancel Work Order

Generate invoice

Add evaluationfees

Generate invoice

Customers get email notification regarding estimate approval

Customers can then Approve/ Reject repair estimates


Process Flow – Exception Management

Review Exceptions

(Service Agent)

Create RMA

Update Install b

ase


SCREEN CAPTURES


Customer Portal Login Page


Customer Portal Home Page

HTML Bins displaying Recent RMAs, RMAs awaiting for customer

approval.


Create Service Order

Customer Contact Information

Select Billing and Shipping addresses

Enter Product Information

Enter PO Number, Shipping Information


Service Order Summary

Click on the “Place Order” button to create RMA


Service Order Summary

Note down the Return Order number. Click on the links to print

packing slip and contamination form


Service Order - Packing Slip

Packing slip with barcode

Ship your units to mentioned address.


Contamination Disclosure Form


Repair Order Search

Search Repair order by RMA number. Back-end automation has created Service Request,

Repair Order and repair estimates


Repair Order Search


RMA Receipt

Back-end automation will create a WIP job against this repair order after receiving.


RMA – Submit for customer approval

Verify product entitlement, repair type and submit this

RMA for customer approval.


Repair Estimate / WIP Job Status

WIP Job goes in “Hold” state.

Repair Estimate status changed to

“Bid”


Service Order Status

Search RMA details by providing RMA number.

If required reprint packing slip, contamination form


Service Order Details


Service Order – Charge Details

Approve/ Decline repair estimates


Repair Estimate / WIP Job Status

WIP Job gets “Released”.

Repair Estimate status changed to “Accepted”

upon customer approval


Reset Password


Online Help


Exception Management

List of the exceptions raised by the customer.


Exception Resolution

Resolve this exception by adding a product to the

selected RMA.


OUTCOME & HIGHLIGHTS


Outcome

Simplification of RMA processing

RMA processing time reduced from 2 weeks to 5-10 min

Manual Exception management time reduced by 70 %

Customer responsiveness improved by 120 %

Focused on ‘Voice of the Customer’, and improving customer responsiveness and lead times

Higher customer retention


Highlights

USJade had a team of 6 offshore and 1 Onsite personnel

Project was executed within 4 months

Project was closely monitored by client for successful completion within the planned schedule – Client was happy with the regular status updates and the onsite/offshore team coordination was commended.

Post–migration support has helped lower operational costs and sustained benefits


For Additional Information, Please contact Craig Vidal on

email: [email protected] or

Phone: 408-436-8303

Thank You

integrating oracle isupport into online customer service portal for rma january 17, 2007 presented...

Documents

oracle certified partner

oracle applications

customer slide

oracle order management

oracle work

oracle modules

oracle pricing

oracle depot repair