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Implementation and SAP integration of a field service solution
@ Niscayah AS
ePocket Handyman / SAP implementation process.
Ralf Onken, Business Development Executive,
ePocket Solutions
Niscayah Group AB – general facts
Global security company
Implementation, management and operation of security solutions
Operations in 14 European countries, US and Australia (in total approx 5.100 employees)
HQ in Stockholm
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Niscayah AS, Norway
Headquarter in Oslo
380 employees, 215 in Oslo HQ.
Several subsidiaries within Norway
162 field engineers (management and implementation)
Centralized order post-maintenance and invoicing
Centralized HR and Payroll function
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The SAP environment of Niscayah
Implemented SAP may 2007, from an AS/400&ASW environment.
CRM Sales (PCUI)
Order handling
Service contracts
iBase
ERP SD invoice / FI
Project management using PS module
Employee self services (CATS) – Base for HR payroll
Logistics (inventory management)
XI External Payroll
Handyman
BW Reporting
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ePocket Solutions AS
Founded in 1998
Headquarter in Oslo, Norway (including development)
Subsidiaries in Gothenburg (Sweden), Århus , Copenhagen (Denmark) and Dortmund (Germany)
Offering mobile standard software solutions and process consulting for maintenance and service organizations
75 employees within Europe
Experience in SAP process integration
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ePocket Solutions AS - Handyman
Product Handyman Fully dedicated to standard mobile service applications: Quick – Smart – Easy
Handyman embraces experience of over 28.000 users and over 10 years of product development
Handyman customer base: > 2000 within Europe
Handyman is used by customers with up to 1000 (and more) technicians
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Case study
Replacing the existing field service solution
Mobility
Efficiency
Sync time and frequency (from old system to new)
Standardize and Harmonize the process and solution
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Case study
Work-time and material registration along with order registration and documentation – one step process
One system for all field technicians
Order management in the field
Maintenance orders / service orders / project work
Resource planning
Centralization of planning and functionality
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The requirements 1/2
Offline solution (the technician is not always online)
Running on small size devices including camera for documentation (Smartphones)
Delta synchronization at every order state
Standard software – no further development on the mobile client
Easy to integrate into the existing environment (process vs. technical)
Easy and minimum support of the mobile solution by Niscayah IT
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The requirements 2/2
Multilingual solution for later rollouts
Scheduler for planning of the orders and technicians
One mobile client for all processes, including the same way of integration and data flow
Need of checklists, asset and material information
Need of customer signature on the device
Easy to use and easy to train
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The project setup
Team:
Niscayah IT
Niscayah Business - Service technician
ePocket consultant
SAP integration partner of ePocket (for XI and ABAP development) with ePocket as the single point of contact to Niscayah and responsible for the interface
Project manager on Niscayah and ePocket side
Distinguished project approach with a clear project methodology and plan
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The project approach – phase concept
Decision for having a phase concept with small manageable steps instead of having the full size big bang to reduce the effort needed and the risk of implementation
Starting with a pilot to get better understanding of the Handyman solution (Planning board and mobile client – single direction)
Following a prototyping approach
Clear defined and manageable phase goals – starting the next phase only, if the actual one is finished
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The pilot
Single direction integration – sending out the service ticket from SAP CRM
Integration of SAP CRM and ePocket Handyman via SAP PI
Reuse of the existing IDOC interface within SAP CRM – splitting the data within SAP PI (parallel use of the existing solution and the prototype)
Evaluating prototype
Pilot prototype as base for the further project
Proof of concept
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The pilot
Mobile Internet WLAN, UMTS,
GPRS
SAP CRM
SAP PI Handyman
Adminstrator HM
mobile
IDOC XML
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Phase 1 – bidirectional integration
Reusing the pilot integration for SAP CRM – Handyman direction – sending out the service ticket and maintenance orders
Setting up a bidirectional communication using SAP PI as middleware
Automatic rescheduling of maintenance orders belonging to the same service object as the new service ticket
Collecting asset information within SAP CRM and sending this out to Handyman
Creating a service history by reading the last 5 service orders and send it out to Handyman
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Phase 1 – bidirectional integration
Sending back time and material information as well as descriptions belonging to the service ticket in CRM
Creating and / or updating the confirmation in CRM
Parallel hour recording in SAP ERP CATS to cover salary requirements for all types of attendance types (incl. holiday or illness)
Split the ingoing data in SAP PI into two directions
Using IDOC technology for CRM integration and proxy for CATS
Building a loop for data handshake to follow the LUW-principal
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Phase 1 – CRM Service and CATS connection
XML Mobile Internet WLAN, UMTS,
GPRS
SAP CRM
SAP PI Handyman
Adminstrator HM
mobile SAP ERP
CATS
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Phase 2 – project integration
Including SAP ERP PS projects
Using the same data structure and fields as the service tickets within Handyman - the same process on client side for service and project related work and documentation
No new process training needed
Fast learning curve for the new process
Assigning every time and material registration to a project phase
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Phase 3 – full size picture
XML Mobile Internet WLAN, UMTS,
GPRS
SAP CRM
SAP PI Handyman
Adminstrator HM
mobile SAP ERP CATS / Projects from PS
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Phase 2 – full size picture
XML
SAP CRM
SAP PI
Handyman Adminstrator
SAP ERP
CATS
Service tickets
Maintenace orders
Project orders
Service confirmation
Project confirmation
CATS hours
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Phase 3 – mobile inventory management
Integration of SAP ERP material management
Mobile inventory management, including van stock control
Material movements within SAP and ePocket Handyman
Van to van stock transfer
Mobile availability check (van to van and van to central warehouse)
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Phase 3 – full size picture
XML Mobile Internet WLAN, UMTS,
GPRS
SAP CRM
SAP PI Handyman
Adminstrator HM
mobile SAP ERP CATS / Projects from PS /
material management
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Phase 3 – full size picture
XML
SAP CRM
SAP PI
Handyman Adminstrator
SAP ERP CATS /
PS / MM
Service tickets
Maintenace orders
Project orders
Service confirmation
Project confirmation
CATS hours
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Material consumption
Stock transfer
The service order process integration
Creating and release the service order in SAP CRM...
... to send it out to Handyman
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The process integration
Order enters the Handyman administrator and scheduler
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The process integration
After synchronization the order is out on the Smartphone of the technician
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The process integration
After synchronization the order is out on the Smartphone of the technician
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The process integration
With the next data transfer the data for the service ticket will be transferred to SAP CRM. There the confirmation is created / updated
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Next steps
Full integrated asset management
Online reporting with customer web
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Live Demo Handyman Mobile
Handyman Mobile
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Results
Very short training cycles for administration and technicians
No changes within the SAP process necessary – no additional training within administration department needed
No customizing change needed within SAP CRM and SAP ERP
Faster time registration by delta – update
Better data quality
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Lessons learned
Plan enough time for the user acceptance test
As expected, proxy monitoring is a little more complex as IDOCs, but the proxy is running quite fine
Phase concept was a success
Longer time line but manageable phases - better to control
Higher acceptance by having a running solution the first day on
Clear quality gates needed and helped
Small team including business and IT was a success
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Name/Department/Subject | 11/20/11 | 34
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