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Integrating Oracle iSupport into OnlineCustomer Service Portal for RMA
January17, 2007
Presented by:
Craig Vidal
Anant Soni
Oracle Certified Partner Page2
Agenda
Overview1. 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 Order
4. ServiceOrder Summary5. ServiceOrder Confirmation, packing Slip and contamination form6. Depot RepairOrder7. RMA Receipt8. Estimate Approval9. RepairOrder 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 instrumentsand systems integration solutions in advanced gas and chemicaldelivery 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 directsales, service and applications support.The client has itsEnterprise Applications running on Oracle Applications Release
11.5.9.
Number of Employees: 1300 worldwide
Count of Manual RMA Transactions: approx 1200 per monthincluding 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 RMAs 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
ImplementOracle 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 InProcess to ensure minimal manual intervention and seamless processflow up to invoicing
Customized Exception Management to manage exceptions in the RMAcapture process effectively
Online user registration to allow customers self-register
Online Service RMA for managing and optimizing all Return forRepair 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 ownuser accounts.
Use of Data Quality Management (DQM) avoids dataduplication.
Customers
via WebCaptureContact Details,
Billingand Shipping AddressCreate newUser Account
And customer
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Process Flow RMA Creation
Provides interactive user interface to capture Billing and Shippingaddresses, repair types, payment methods, shipping instructions andother details
Offers flexible pricing and repair discounts to the customers upfront
Customers can get a copy of packing slip and contamination formonline
Customers
via Web
Capture Informat ion
Required for RMA Creation
Create new RMA Notify Customer
GeneratePackingSlip &
Contam ination 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 Processensures minimal manual intervention and seamless process flow up to
invoicing
RMA ReceiptCreate
Service RequestCreate RepairOrder,
Work Order
CreateRepair Estimates
Oracle Certified Partner Page 11
Process Flow RMA Status
Customers
via WebSearchRMA
RMA Details
Repair EstimateDetails
PackingSlip,
Contam ination form
Shipping Informat ion
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
Estimate
ApprovalCustomers
via Web
Complete Work Order
Cancel
Work OrderShip Material
Return
Move toScrap
Ship Material
Approve
Scrap
Cancel Work Order
Generateinvoice
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(ServiceAgent)
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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
EnterProduct Information
EnterPO Number, Shipping
Information
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Service Order Summary
Click on the PlaceOrder
button to create RMA
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Service Order Summary
Note down the Return Order
number. Click on the links to print
packingslip and contaminationform
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Service Order - Packing Slip
Packingslip withbarcode
Ship your units to mentionedaddress.
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Contamination Disclosure Form
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Repair Order Search
Search Repair orderbyRMA
number. Back-end automation has
created ServiceRequest, Repair
Order and repairestimates
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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
Verifyproduct entitlement,repair type and submit t hisRMA
for customer approval.
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Repair Estimate / WIP Job Status
WIP Jobgoesin Hold state.
Repair Estimate status
changed to Bid
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Service Order Status
Search RMAdetailsbyproviding
RMAnumber.
If required reprint packing slip,contamination form
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Service Order Details
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Service Order Charge Details
Approve/ Decline repairestimates
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Repair Estimate / WIP Job Status
WIP Jobgets Released.
Repair Estimatestatus
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 theexceptions raised bythe customer.
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Exception Resolution
Resolve thisexception by
adding a product to theselected
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 1Onsite personnel
Project was executed within 4 months
Project was closely monitored by client for successful completion withinthe planned schedule Client was happy with the regular statusupdates and the onsite/offshore team coordination was commended.
Postmigration support has helped lower operational costs andsustained benefits
Oracle Certified Partner Page38
ForAdditionalInformation,Please contactCraigVidalon
email:[email protected]
Phone: 408-436-8303
ThankYou