integrating oracle isupport into online customer service portal for rma january 17, 2007 presented...
TRANSCRIPT
Integrating Oracle iSupport into Online Customer Service Portal for RMA
January 17, 2007
Presented by:Craig VidalAnant Soni
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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
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OVERVIEW
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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
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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
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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
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PROCESS FLOWS
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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
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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
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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
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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.
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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
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Process Flow – Exception Management
Review Exceptions
(Service Agent)
Create RMA
Update Install b
ase
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SCREEN CAPTURES
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Customer Portal Login Page
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Customer Portal Home Page
HTML Bins displaying Recent RMAs, RMAs awaiting for customer
approval.
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Create Service Order
Customer Contact Information
Select Billing and Shipping addresses
Enter Product Information
Enter PO Number, Shipping Information
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Service Order Summary
Click on the “Place Order” button to create RMA
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Service Order Summary
Note down the Return Order number. Click on the links to print
packing slip and contamination form
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Service Order - Packing Slip
Packing slip with barcode
Ship your units to mentioned address.
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Contamination Disclosure Form
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Repair Order Search
Search Repair order by RMA number. Back-end automation has created Service Request,
Repair Order and repair estimates
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Repair Order Search
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RMA Receipt
Back-end automation will create a WIP job against this repair order after receiving.
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RMA – Submit for customer approval
Verify product entitlement, repair type and submit this
RMA for customer approval.
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Repair Estimate / WIP Job Status
WIP Job goes in “Hold” state.
Repair Estimate status changed to
“Bid”
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Service Order Status
Search RMA details by providing RMA number.
If required reprint packing slip, contamination form
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Service Order Details
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Service Order – Charge Details
Approve/ Decline repair estimates
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Repair Estimate / WIP Job Status
WIP Job gets “Released”.
Repair Estimate status changed to “Accepted”
upon customer approval
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Reset Password
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Online Help
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Exception Management
List of the exceptions raised by the customer.
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Exception Resolution
Resolve this exception by adding a product to the
selected RMA.
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OUTCOME & HIGHLIGHTS
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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
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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
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For Additional Information, Please contact Craig Vidal on
email: [email protected] or
Phone: 408-436-8303
Thank You