Oracle EBS Service Contracts Extensions for Oracle Endeca

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2 Oracle EBS Service Contracts Extensions for Oracle Endeca Amit Jha Project Leader, Product Management Oracle EBS Procurement & Contracts October 02, 2014

3 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 3

4 Program Agenda Service Contracts: An Overview What s New in R Service Contracts Endeca Extensions Future Directions Additional Resources 4

5 Program Agenda Service Contracts: An Overview What s New in Service Contracts Endeca Extensions Future Directions Additional Resources 5

6 Service Contracts At-a-Glance 1 Quotes Service Provider / Product Manufacturer Customer Extended Warranties, Subscription, Usage Agreement Bill & Invoice Service Requests Renewal Notifications Sales Contract Mgr Service Orders T&Cs Entitlements Service Contracts Repository Define Coverage Create Contract Verify Entitlement Provide Service Bill & Collect R e n e w Returns, RMAs Integration Other Application Components Financials, Advanced Pricing Order Management, Quoting Install Base Field Service

7 Types of Services Warranty Extended Warranty Service Usage based Services Counters Actual Reading Estimated Reading Negotiated Value Subscription based Services Tangible, with Fulfillment Intangible 7

8 Business Benefits Standardize Contract Processes Define Standard Service Offerings and Contract Templates Drive Contract Compliance Ensure Contracts meet Business Validation Rules Overlapping Coverage Days for same product Sales Credits not adding to 100% Billing Schedules generated for all lines and more.. Result in either Warning or Error Completely Configurable Framework Supports AME 8

9 Business Benefits Flexible Pricing and Billing Options Apply Discounts, Surcharges and Volume Price Breaks Advanced Pricing Integration Qualifiers, Modifiers, Pricing Formula & Surcharge Bill Services/ Usage without Manual Intervention Supports Complex Billing Scenarios Accounts Receivable Integration E-Business Tax Integration 9

10 Business Benefits Timely Entitlement Verification Field Service, Call Center and Depot Repair Support Determine Service Entitlement when placing Service Request Coverage Definition Days and Times of Coverage in multiple time zones Reaction and Resolution Times, etc. Preventive Maintenance Minimize Unplanned Breakdown of Equipments Planned Activities & Dates defined on Coverage Template Service Requests Automatically Generated 10

11 Business Benefits Reduce Administrative Costs Automate Renewals for Recurring Revenue Opportunities Large Volume, Lower Value Contracts Supports Event Driven Renewal Process Self Service Application for Customers Review Quotes Accept, Reject or Request Assistance Provide Payment Information 11

12 Business Benefits Streamline Contract Administration Preview Contracts Impacted by Changes in Installed Base Transfer of Products Termination of Products Automatically Generate Credit for Service Terminations Suppress, Override or Honour Calculated Credit Amount Return and Replace Covered Goods Return using RMA in OM results in automatic Terminations Replacements Inherit the Warranty of Replaced Item 12

14 Public APIs Aid Create and Update operations Take Actions on Contracts Change Status Delete Cascade Attributes Activate Renew Terminate Business Benefits Better Integration Improve User Productivity Minimize User Errors

15 Contract Merge Description Move Assets from Source to Target Contract Source and Target Contracts in Entered status Renewal Links retained in Target Contract Flexible Options Pricing Merge Contracts across Customers Move specific product/ services Processing either in Online or Background mode Movement recorded in Execution History Benefits Enables Contract Consolidation Improves Contract Maintainability

16 Calculate Estimated Tax with Higher Accuracy Estimated Tax can be calculated based on Billing Schedule Invoice Date Duration Business Benefits Factor in Changes in Tax Rate and its Effectivity Increase in Transparency to Customers

17 Contract Coverage Enhancements Description Incorporate Severity information when defining Coverage Time Reaction Time Resolution Time Reaction & Resolution Times defined using variable number of hours Benefits Provide assistance as per task severity Improves Productivity Cost Savings Ensure Compliance with Promised SLAs

18 Control Generation of Invoices Description Honour Customers Invoicing Preferences Record Range of Days during which Invoices are accepted Invoices with Interface Date outside the Days Range scheduled for Next Billing Cycle Business Benefits Better Collaboration Improved Process Efficiency

19 Program Agenda Service Contracts: An Overview What s New in R Service Contracts Endeca Extensions Business Drivers Demonstration Key Benefits 4 5 Future Directions Additional Resources 19

20 Operational Challenges Booking Renewals Customer Service Experience Customer Risk Service Revenue Leakage 20

21 Need for Change Center of Gravity shifting to the Customers Explosion of Choices Growing Intolerance towards Bad Service Globalization Customers demanding More Value from Service Providers 21

22 Potential Gains Stages of a Customer-Supplier Relationship Long Term Relationship Multi Year Contract Occasional Transaction Traditional Purchase Competitive Purchase Strategic Sourcing Customer Supplier Integration

23 Working Towards Common Goals Renewal Sales Representative Renewal Sales manager EBS Endeca In-Memory Information Discovery Streamline Contract Renewals Increase Customer Satisfaction Improve Productivity

24 Service Contracts Endeca Extension Key Benefits Grow business through 100% Customer Satisfaction Constantly monitor and address issues in a timely manner for improved service quality Keep entire service delivery organization in sync Meet customer commitments & reduce business risks Impeccably honor all agreed-to terms & conditions Proactively identify signs of risks and strategize immediate remediation Improve the productivity of renewal specialists Quickly identify and prioritize tasks requiring attention Constantly monitor renewal performance & revenue targets Insert Picture Here

25 The Customer- Provider Interface Demand Customer Collaboration Services Contracts Intelligent Customer Integration Supply Provider Buyer / Business Business Needs Service Management Communication Flows Service Delivery Execution Feedback Change Requests Relationship Management Service Delivery Management Users IT Contract Administration Relationship & Account Management Service Delivery

27 Use Cases End of Service Life One of the metrics that a Sales Rep closely tracks is the Cancellation Rate If the Cancellation Rate goes up above the specified target value, their performance is impacted Try to find the Root Cause of the surge in Cancellation Rate Take preventive actions, communicate to appropriate stakeholders. 27

28 Use Cases Customer Service Experience Objective is to change the way Sales Reps manage the Renewals process Bring about a Change in Attitude Focus should move away from Renewals to Customer Relationship Management Continuously Monitor Service levels and Customer Satisfaction 28

29 Use Cases Ascertain Renewal Risk Empower Sales reps to take effective decisions using relevant information Keep a tab on the Financial, Legal and other Business Risks associated with the Customers Flag anomalies and take appropriate actions 29

31 Sales Representative Command Center Key Features Alerts Guided Navigation Metrics Work Queue Contracts Renewal Performance Amount Charts Renewals Contract Spread Revenue Leakage Spread Follow Up Service Request Spread Results Tables Actions 31

32 Key Benefits for Sales Representative Improved Efficiency Alerts for Exceptions Quickly Identify and Prioritize Work Load Track Renewal Performance Decision Enablers Enriched Customer Data Past Service Experience Take Actions on Contracts 32

33 Sales Manager Command Center Key Features Alerts Guided Navigation Metrics Charts Renewals Contract Spread Revenue Leakage Spread Follow Up Service Request Spread Trend Analysis Revenue Spread Results Tables 33

34 Key Benefits for Sales Manager Improved Oversight Assess Renewal Performance Roll Up view Monitor Sales Representatives Progress Assess Cancellation Risks Mitigation of Risks Forecast Accuracy Revenue Leakage Analysis Trends in Cancellations, Terminations 34

35 Food for Thought Do you use large number of disparate systems to monitor your customers? 90% Do the Renewal Teams often complain of not being able to locate relevant information easily? Do the Renewal Teams have easy Insights into the various Renewal Metrics and Customer Risk? 10 Can the Renewal Sales Representatives easily identify Contracts to take further Actions? 35

36 Program Agenda Service Contracts: An Overview What s New in R Service Contracts Endeca Extensions Future Directions Conversion of Forms to HTML UI Subscription Contracts Enhancements 5 Additional Resources 36

37 Focus on Usability Consistent User Experience Usability Better User Interface Defaulting Logic Creation & Renewal Take Actions From a Single Place 37

38 Service Contract Renewals Administration Renewals: Pending Assistance Search Pending Assistance 23 Follow Up Actions 7 Pending Approvals 3 Pending Acceptance 13 Pending Publish 3 Actions Find Contract/ Modifier Operating Unit Customer Start/ End Contract/ Negotiation Quote to Contact Amount Actions R123 Vision Operations Business World 01-Jan Dec-2015 Entered Pending Assistance Jean Paul USD E-Renew 12 Vision Operations Equipco Inc. 01-Feb Oct-2016 Entered Pending Assistance Joseph Matthew USD R9090 Vision Operations A.C. Networks 23-Apr Apr-2016 Entered Pending Assistance Michael Butcher USD E-Renew Vision Operations Business World 22-Sep Oct-2015 Entered Pending Assistance Jean Paul USD R4432 Vision Operations Department of Defense 31-Jul Jul-2016 Entered Pending Assistance Daisy Jones USD E-Renew Vision Operations Business World 29-May Dec-2016 Entered Pending Assistance Jean Paul USD

39 Service Contract Subscription Agreement: 22033, R123 Actions Save Cancel Contract Status Entered True Value 100, USD Contract Details Controls Negotiation Status Draft Start Date 01-Jan-2014 Duration 1 Year End Date 31-Dec-2014 Attachments 5 Sales Order Known As Description Renewal Options Party Details Lines Summary Role Name Number Actions Subscriber Business World 1608 Contract Terms Vendor Operating Unit Vision Operations Bill to Party Bill to Account Bill to Location Ship to Party Ship to Account Ship to Location Business World 1608 Santa Clara Business World 1608 Santa Clara Bill To Address 2391, L Street, Santa Clara, CA Ship To Address 2391, L Street, Santa Clara, CA Milestone Dates Approved Date Signed Date Renewal Date

40 Program Agenda Service Contracts: An Overview What s New in R Service Contracts Endeca Extensions Future Directions Conversion of Forms to HTML UI Subscription Contracts Enhancements 5 Additional Resources 40

41 Subscription Management Gaps Tracking Usage against Subscription Bundling of Services Electronic Fulfillment Billing Impacts Oracle Confidential Internal/Restricted/Highly Restricted 41

43 Additional Resources New R features Contract Merge & Coverage Enhancements L2 Implement and Use L3 Support and Troubleshoot Public APIs & Other Customer Driven Enhancements L2 Implement and Use L3 Support and Troubleshoot Service Contracts Endeca Extensions Oracle Support Note (MOS ) Oracle University L1 Position Service Contracts Extensions for Endeca L2 Implement and Use Service Contracts Extensions for Endeca L3 Support and troubleshoot Service Contracts Extensions for Endeca ProductDirect Oracle Service Contracts Extensions for Oracle Endeca 43

44 Questions & Answers 44

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