Oracle EBS Service Contracts Extensions for Oracle Endeca Amit Jha Project Leader, Product Management Oracle EBS Procurement & Contracts October 02, 2014
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Program Agenda 1 2 3 4 5 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Future Directions Additional Resources 4
Program Agenda 1 2 3 4 5 Service Contracts: An Overview What s New in 12.2.4 Service Contracts Endeca Extensions Future Directions Additional Resources 5
Service Contracts At-a-Glance 1 Quotes Service Provider / Product Manufacturer Customer 2 3 4 5 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
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
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
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
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
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
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
Program Agenda 1 2 3 4 5 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Future Directions Additional Resources 13
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
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
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
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
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
Program Agenda 1 2 3 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Business Drivers Demonstration Key Benefits 4 5 Future Directions Additional Resources 19
Operational Challenges Booking Renewals Customer Service Experience Customer Risk Service Revenue Leakage 20
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
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
Working Towards Common Goals Renewal Sales Representative Renewal Sales manager EBS Endeca In-Memory Information Discovery Streamline Contract Renewals Increase Customer Satisfaction Improve Productivity
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
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
Program Agenda 1 2 3 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Business Drivers Demonstration Key Benefits 4 5 Future Directions Additional Resources 26
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
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
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
Program Agenda 1 2 3 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Business Drivers Demonstration Key Benefits 4 5 Future Directions Additional Resources 30
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
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
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
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
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
Program Agenda 1 2 3 4 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Future Directions Conversion of Forms to HTML UI Subscription Contracts Enhancements 5 Additional Resources 36
Focus on Usability Consistent User Experience Usability Better User Interface Defaulting Logic Creation & Renewal Take Actions From a Single Place 37
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 22033 R123 Vision Operations Business World 01-Jan-2015 31-Dec-2015 Entered Pending Assistance Jean Paul 390000 USD 28099 E-Renew 12 Vision Operations Equipco Inc. 01-Feb-2015 30-Oct-2016 Entered Pending Assistance Joseph Matthew 101250 USD 30987 R9090 Vision Operations A.C. Networks 23-Apr-2015 22-Apr-2016 Entered Pending Assistance Michael Butcher 14500 USD 33510 E-Renew Vision Operations Business World 22-Sep-2014 31-Oct-2015 Entered Pending Assistance Jean Paul 95850 USD 11890 R4432 Vision Operations Department of Defense 31-Jul-2015 30-Jul-2016 Entered Pending Assistance Daisy Jones 123000 USD 22645 E-Renew Vision Operations Business World 29-May-2015 31-Dec-2016 Entered Pending Assistance Jean Paul 45000 USD
Service Contract Subscription Agreement: 22033, R123 Actions Save Cancel Contract Status Entered True Value 100,000.00 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 95106 Ship To Address 2391, L Street, Santa Clara, CA 95106 Milestone Dates Approved Date Signed Date Renewal Date
Program Agenda 1 2 3 4 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Future Directions Conversion of Forms to HTML UI Subscription Contracts Enhancements 5 Additional Resources 40
Subscription Management Gaps Tracking Usage against Subscription Bundling of Services Electronic Fulfillment Billing Impacts Oracle Confidential Internal/Restricted/Highly Restricted 41
Program Agenda 1 2 3 4 5 Service Contracts: An Overview What s New in R12.2.4 Service Contracts Endeca Extensions Future Directions Additional Resources 42
Additional Resources New R12.2.4 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 1914416.1) 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
Questions & Answers 44
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