Success Stories
Global single instance consolidation on Oracle footprint
Client: Leader in Simulation Software Globally
Services Offered- Implementation & Global Roll-out
- Up-gradation (application/database)
- DBA support
- RICE **
- Post Implementation support
- Application Maintenance
- Others
Domain
- Software and Services
- 11i
- Onsite / Offshore
- 1 Program Management
- Project Management
- Manufacturing modules
- Financial modules
- HRMS modules
- OM & Distribution
- CRM Modules
Effort and Timelines
Total duration: Ongoing
Application Environment
VPN – Nortel Connectivity
Sun OS 5.8
Oracle Apps 11.5.4 / 11.5.8 / 11.5.10
Developer 6i
Project Name: Implementation, Global Roll-out, Upgrade and Post Production Support
Location: Global
Client Background
Based in California, USA the client employs more than 1500 people in 23 countries. A leading global provider of simulation software, with related services and systems, providing simulation technology and services to a broad spectrum of industries which include Aerospace, Shipbuilding, Automotive, Consumer products, Bio-technology, Plastics, Machine Tools, Metal Forming, Computer & electronics manufacturers and Universities.
In 2003, annual revenue for the company was $253 million with revenue forecast of $297 million for 2004 (expected revenue increase at 17%).
- The challenge to extend support to a number of non-English speaking countries which meant organizing rigorous training to acquaint team members with the cultural backgrounds, local languages, and works ethics
- Plan and develop a fool-proof 24x7 Global Support Model, which means extending support services for mission critical applications across multiple time zones
- Undertaking large volumes of data conversions task that spans more than 8 years
Solution
Our association with client started almost three years ago with application support related jobs gradually growing to application upgrade and implementation. The array of services offered include:
Implementation Services
- Implementation of CRM modules including Service Contracts
- Implementation of Incentive Compensation Module that involved designing system for constant changes in sales compensation plans, with Monthly commissions, Quarterly bonuses and Yearly bonuses
- Currently involved in global roll-out across the US, APAC, and Europe for Oracle Financials, Project Accounting, and CRM modules in 11.5.10 instance
- Application upgrade from 10.7 to 11.5.4 involving migration of custom Lease Management application to Oracle CRM-Service. Modules involved
- Upgrade and Conversion from 11.5.4 to 11.5.8 versions in US and Latin America
- Upgrade from 11.0.3 to 11.5.8 for Financials (PO, AP, AR, GL, FA and CM), Order Management, Inventory, CRM (IB, IC, SC) in Europe
- Application maintenance & support for Oracle Financials, Manufacturing (WIP, BOM), OM & Distribution, HRMS and CRM
- RICE services around the application and database management services
- Development of interfaces for Oracle Application with Discoverer and Lotus Notes. Discoverer is used to produce management reports and Lotus Notes is used by sales and marketing team.
- Global Support covering multiple geographies including North America and Asia Pacific
- Application maintenance & support for application on 11.5.4 and 11.5.8 instances. Modules supported includes: OM, IB, PO, INV, WIP, BOM, CM, AR, AP, GL, FA, HR, IC
Client’s primary business includes selling software and providing maintenance and support services. The support and maintenance contracts for the software was tracked in order management module (i.e.) to sell a support service, an order used to be created for service.
Client faced problem in tracking different services that are offered as well as renewing a service was not supported through order management. Hence we suggested implementation of ‘Service Contracts’ module that benefited client since the old BOM structures and install base tables were cleaned to reflect more accurately what the customers own and what was shipped.
- Business process re-engineering was undertaken prior to implementation of Service Contracts and upgrade from 11.5.4 to 11.5.8.
- Rigid controls were put in place to monitor complex business processes in compliance with SOX requirements.
- Involved redesigning business processes for order processing and revenue recognition.
- Client's support team benefited from the ability to track what service their corresponding customer's were entitled to.
- Up-to 60% in cost saving for the company as a result of optimal mix of onsite - offshore model
- Reduce IT expense within the organization (investment in people)
- Consistent and predictability is service delivery
- Introduced clarity in tracking support services offered for client’s products & services. We suggested and successfully implemented Service Contract to simplify management of service contracts, warranties, and extended warranties on sales of support services
- Strict controls introduced to simplify complex business processes and redesigned the Order processing and revenue recognition process
- Web-based application PMO Dashboard used for Issues Tracking and Escalation Routing and Problem solving
- Onsite/offshore resource mix for global support and large knowledge repository
- High quality process based development standards (CMM) ensuring zero defects and risk mitigation
- SLA driven metrics for service delivery
