Xoriant Oracle App Case Study
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Table of Content
Our client is a leading business integration and process management software vendor with worldwide operations. Our client's products enable real-time distribution of information and have been adopted in diverse industries including financial services, telecommunications, electronic commerce, logistics, transportation, manufacturing and energy. With global customer base of over 3000 customers our client helps companies achieve service-oriented architecture (SOA) and business process management (BPM) success.
For a progressive organization, business processes and corporate best practices need to be reviewed and improved continuously reacting to changing competitive, economic and technological landscape. The current economic climate demands companies to incorporate improved efficiencies in the way they conduct/manage their business. Our client wanted to advance operational efficiency by changing the existing manual driven process to an automated Service Contract System.
The earlier system required creating a new entry for every contract renewal. With approximately 1000 contracts every month, it utilized huge resources and resulted in 7.3% errors due to manual processes, thus resulting in revenue losses and unsatisfactory customer service.
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Development and Customizations in the earlier system was not according to Oracle standards, due to which, Oracle support and upgrades were not possible. Redevelopment of this system to incorporate Oracle standards was a major challenge
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Data of about 317 GB which was spread in three different databases: Excel spreadsheets, Oracle Apps database and Seibel, was to be aggregated into a single database.
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Ensuring minimal downtime was critical, since this is a business critical online system
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Xoriant team proposed & implemented Forms Personalization solution of Oracle Apps to replace earlier customizations after analyzing the entire business processes and the current client customizations
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Data from the existing disparate databases were converted using PL/SQL to a single format of Service Contracts and stored in centralized Oracle Apps database
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Templates for sales reports and customer docs (like Packing docs, Customer Invoices, etc) were created/modified to meet SOX compliance
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The solution implementation and complete sanity checks were done over the weekend to ensure seamless deployment and minimal downtime of the system
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Training and support documents were prepared for entire process to enable effortless future support and enhancements
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Contract processing time was greatly reduced thereby improving performance by 53%
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Service revenue leakage was drastically reduced to 1%
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The current system also acts as a feedback for clients to help them determine their obsolete products for which support could be discontinued, thereby focusing on more profitable products
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Streamlined execution due to complete automation and centralized data repository
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Sales reports could be generated which:
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Facilitates forecasting sales trends and revenues
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Enables assessment of which are the more profitable customers for the client
Xoriant’s contribution in the development and implementation of the Service Contracts Module enabled our client to attain the desired productivity at substantially reduced costs – especially due to our onsite-offshore model.