Oracle EBS Service Contracts Extensions for Oracle Endeca
Amit JhaProject Leader, Product ManagementOracle EBS Procurement & ContractsOctober 02, 2014
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Safe Harbor StatementThe 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.
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Program Agenda
Service Contracts: An Overview
What’s New in R12.2.4
Service Contracts Endeca Extensions
Future Directions
Additional Resources
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Program Agenda
Service Contracts: An Overview
What’s New in 12.2.4
Service Contracts Endeca Extensions
Future Directions
Additional Resources
1
2
3
4
5
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Service Contracts At-a-Glance
Customer
Service Provider / Product Manufacturer
Sales
Service
Contract Mgr
• Financials, Advanced Pricing• Order Management , Quoting
• Install Base• Field Service
OtherApplication
Components
Entitlements
Orders
T&Cs
ServiceContracts
Repository Renew
CreateContract
ProvideService
VerifyEntitlement
DefineCoverage
Bill &Collect
IntegrationReturns, RMAs
Quotes
Extended Warranties, Subscription,
Usage Agreement
Bill & Invoice
Service Requests
Renewal Notifications
1
2
3
4
5
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Types of Services• Warranty
• Extended Warranty
• Service
• Usage based Services– Counters
• Actual Reading• Estimated Reading• Negotiated Value
• Subscription based Services– Tangible, with Fulfillment – Intangible
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Business Benefits
• 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
Standardize Contract Processes
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Business Benefits
• 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
Flexible Pricing and Billing Options
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Business Benefits
• 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
Timely Entitlement Verification
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Business Benefits
• 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
Reduce Administrative Costs
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Business Benefits
• 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
Streamline Contract Administration
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Program Agenda
Service Contracts: An Overview
What’s New in R12.2.4
Service Contracts Endeca Extensions
Future Directions
Additional Resources
1
2
3
4
5
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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
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• 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
Contract Merge
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• 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
Calculate Estimated Tax with Higher Accuracy
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• 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
Contract Coverage Enhancements
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• 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
Control Generation of Invoices
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Program Agenda
Service Contracts: An Overview
What’s New in R12.2.4
Service Contracts Endeca Extensions
Business Drivers
Demonstration
Key Benefits
Future Directions
Additional Resources
1
2
3
4
5
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Operational Challenges
Booking Renewals Customer Service Experience
Customer Risk Service Revenue Leakage
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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
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Stages of a Customer-Supplier Relationship
Strategic Sourcing EvolutionOccasionalTransaction
TraditionalPurchase
Multi YearContract
Long TermRelationship
StrategicSourcing
CompetitivePurchase
Pote
ntial
Gai
ns
Customer – Supplier Integration
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Streamline Contract Renewals
Increase Customer Satisfaction
Improve Productivity
EBS Endeca In-Memory Information Discovery
Renewal Sales Representative
Renewal Sales manager
Working Towards Common Goals…
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Service Contracts – Endeca Extension
• 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
Key Benefits
Insert Picture Here
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SupplyProvider
Buyer / Business
Users IT
Service ManagementService Delivery
Execution
Relationship Management
Contract Administration
Service DeliveryManagement
Relationship & Account Management
Service Delivery
Feedback
Change Requests
Business Needs
Communication Flows
IntegrationCollaborationDemandCustomer
Services ContractsIntelligent Customer
The Customer- Provider Interface
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Program Agenda
Service Contracts: An Overview
What’s New in R12.2.4
Service Contracts Endeca Extensions
Business Drivers
Demonstration
Key Benefits
Future Directions
Additional Resources
1
2
3
4
5
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Use Cases
• 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.
End of Service Life
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Use Cases
• 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
Customer Service Experience
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Use Cases
• 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
Ascertain Renewal Risk
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Program Agenda
Service Contracts: An Overview
What’s New in R12.2.4
Service Contracts Endeca Extensions
Business Drivers
Demonstration
Key Benefits
Future Directions
Additional Resources
1
2
3
4
5
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 31
Sales Representative Command Center
• 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
Key Features
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Key Benefits for Sales Representative
• Alerts for Exceptions
• Quickly Identify and Prioritize Work Load
• Track Renewal Performance
• Decision Enablers– Enriched Customer Data– Past Service Experience
• Take Actions on Contracts
Improved Efficiency
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Sales Manager Command Center
• Alerts
• Guided Navigation
• Metrics
• Charts– Renewals
– Contract Spread
– Revenue Leakage Spread
– Follow Up
– Service Request Spread
– Trend Analysis
– Revenue Spread
• Results Tables
Key Features
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Key Benefits for Sales Manager
• 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
Improved Oversight
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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?
10Do the Renewal Teams have easy Insights into the various Renewal Metrics and Customer Risk?
Can the Renewal Sales Representatives easily identify Contracts to take further Actions?
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Program Agenda
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
Additional Resources
1
2
3
4
5
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Focus on Usability
Consistent User Experience
Better User Interface
Defaulting Logic – Creation & Renewal
Take Actions From a Single Place
Usability
Service Contract
Renewals Administration
Renewals: Pending Assistance Search
Actions
Contract/ Modifier Operating Unit Customer Start/ End Contract/ Negotiation Quote to Contact Amount Actions
22033R123
Vision Operations Business World01-Jan-201531-Dec-2015
EnteredPending Assistance
Jean Paul 390000 USD
28099E-Renew 12
Vision Operations Equipco Inc.01-Feb-201530-Oct-2016
EnteredPending Assistance
Joseph Matthew 101250 USD
30987R9090
Vision Operations A.C. Networks23-Apr-201522-Apr-2016
EnteredPending Assistance
Michael Butcher 14500 USD
33510E-Renew
Vision Operations Business World22-Sep-201431-Oct-2015
EnteredPending Assistance Jean Paul
95850 USD
11890R4432
Vision Operations Department of Defense31-Jul-201530-Jul-2016
EnteredPending Assistance
Daisy Jones 123000 USD
22645E-Renew
Vision Operations Business World29-May-201531-Dec-2016
EnteredPending Assistance Jean Paul
45000 USD
Find
23Pending Assistance
7Follow Up Actions
3Pending Approvals
13Pending Acceptance
3Pending Publish
Service Contract
Subscription Agreement: 22033, R123
Contract Details
Controls
Renewal Options
Lines Summary
Contract Terms
Contract Status Entered True Value 100,000.00
Negotiation Status Draft Start Date
Duration End Date
Attachments 5 Sales Order
Known As Description
Bill To Address 2391, L Street, Santa Clara, CA 95106 Ship To Address 2391, L Street, Santa Clara, CA 95106
Bill to Party Bill to Account Bill to Location Ship to Party Ship to Account Ship to Location
Party Details
Subscriber 1608
Vendor Operating Unit Vision Operations
Role Name Number Actions
Milestone Dates
USD
01-Jan-2014
Year1 31-Dec-2014
Business World
Business World Business World1608 1608Santa Clara Santa Clara
Actions CancelSave
Approved Date Signed Date
Renewal Date
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Program Agenda
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
Additional Resources
1
2
3
4
5
40
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Subscription Management – Gaps• Tracking Usage against Subscription• Bundling of Services• Electronic Fulfillment• Billing Impacts
Oracle Confidential – Internal/Restricted/Highly Restricted 41
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Program Agenda
Service Contracts: An Overview
What’s New in R12.2.4
Service Contracts Endeca Extensions
Future Directions
Additional Resources
1
2
3
4
5
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 43
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
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Questions & Answers
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