Contracts for Post Sales Service in Oracle R12. Sabyasachi Chatterjee Infosys Technologies Limited

Transcription

1 Contracts for Post Sales Service in R12 Sabyasachi Chatterjee Infosys Technologies Limited

2 About the Speaker Sabyasachi is a Consultant at Enterprise Solutions business unit of Infosys Technologies Limited Sabyasachi has over 3 years of experience in Implementation of CRM Infosys Technologies Limited (NASDAQ: INFY) is a global leader in Consulting and IT services ( Enterprise Solutions (ES) group at Infosys provides Consulting and End-to-End implementation solutions for almost all the ERP packages ( Customer Relationship Management practice in ES provides consulting services to world s leading corporations across various industry verticals For more information, visit

3 Learning Objectives Integration of Service Contracts with other Modules for implementation of Warranties and Extended Warranties. Differences between a Contract Sales through Order Management and a Contract Sales through Service Contracts.

4 Presentation Agenda Why Enter into a Contract with a Customer? Service Contracts An An Introduction Warranty Extended Warranty Customized Service Programs Q & A

5 Customer Sales Person What if the product you are selling me does not work after sometime? And what after 1 year, do I have to run from pillar to post to get a service? More Money right now!!! Sir, your product is covered under Warranty for the next 1 year, we will do all services free of cost We recommend you to go for a extended warranty, at a nominal cost of $100 per year and enjoy the same coverage as during the Warranty period No Sir, buy the extended warranty after a year Age old Wisdom: A Delighted Customer is a company s greatest asset

6 Presentation Agenda Why Enter into a Contract with a Customer? Service Contracts An An Introduction Warranty Extended Warranty Customized Service Programs Q & A

7 CRM Offerings Customer Relationship Management Business Intellignce Areas Marketing & Sales Intelligence Service Intelligence Business Aplication Areas Marketing Quoting Telesales Teleservice Depot Repair Trade Management Proposals Partner Management Incentive Compensation Mobile Field Service Field Sales Field Service Contracts Core isupport Sales for Handhelds Service Conracts Knowledge Management Center CRM Foundation Task Management Notes Escalation Management Resource Management Calender Assignment Engine Territory Management 1 to 1 Fulfilment Order Capture Business Rule Monitor Interaction History HTML Stack Ebusiness Platform

8 Key Integrations of Service Contracts Installed Base Teleservice (vi) (vii) Contracts Core (viii) Bills of Materials (v) Service Contracts (i) Inventory (iv) (iii) Accounts Receivables (ii) Pricing Order Management Legends: (i) Creation of Service Items (ii) Pricing a Service Contract (iii) Ordering a Service Contract (iv) Invoicing customer for a Service Contract (v) Associating Warranty with Product (vi) Linking Service Contract with Customer s Item Instance (vii) Service Contracts applicable to a Customer (viii) Contract Terms and Conditions

9 Presentation Agenda Why Enter into a Contract with a Customer? Service Contracts An An Introduction Warranty Extended Warranty Customized Service Programs Q & A

10 Sequence of Activities

11 Points of Integration Actions Inventory Creation of Warranty Item Linking the Warranty Item to the Product on which the Warranty will be applicable Creation and Shipment of Sales Order Creation of Warranty Modules Bills of Material Order Management Service Contracts Service Contracts Order Capture Integration Concurrent Programs Installed Base Teleservice

12 Warranty Item in Inventory - UOM Service Items have a primary UOM of time Service Items have User Item Type of Service Program / Warranty

13 Warranty Item in Inventory Service Duration

14 Warranty Item in Inventory Coverage Template

15 Points of Integration Creation of Warranty Item Actions Linking the Warranty Item to the Product on which the Warranty will be applicable Creation and Shipment of Sales Order Creation of Warranty Inventory Modules Bills of Material Order Management Service Contracts Service Contracts Order Capture Integration Concurrent Programs Installed Base Teleservice

16 Linkage of Warranty to Product Product to which the Warranty will be applicable Warranty Item Associated to the product through the Bill of Material

17 Points of Integration Creation of Warranty Item Actions Linking the Warranty Item to the Product on which the Warranty will be applicable Creation and Shipment of Sales Order Creation of Warranty Inventory Modules Bills of Material Order Management Service Contracts Service Contracts Order Capture Integration Concurrent Programs Installed Base Teleservice

18 Creation of Sales Order for the product

19 Points of Integration Creation of Warranty Item Actions Linking the Warranty Item to the Product on which the Warranty will be applicable Creation and Shipment of Sales Order Creation of Warranty Inventory Modules Bills of Material Order Management Service Contracts Service Contracts Order Capture Integration Concurrent Programs Installed Base Teleservice

20 Item Instance in Installed Base Item Instance Details Details of all Contracts

21 Warranty Associated to Item Instance Installed Base Warranty coverage for the Item Instance

22 Warranty Associated to Item Instance Create SR Service Request being created for the same Instance Applicable Contracts

23 Presentation Agenda Why Enter into a Contract with a Customer? Service Contracts An An Introduction Warranty Extended Warranty Customized Service Programs Q & A

24 Extended Warranty : i) Immediate Service ii) Delayed Service

25 Sequence of Activities

26 Points of Integration Inventory Pricing Creation & Pricing of Extended Warranty Item Actions Creation & Shipment of Sales Order Creation of Extended Warranty Creation of Invoice for Extended Warranty Order Management Modules Service Contracts Installed Base 1. Service Contracts Order Capture Integration Concurrent Programs Teleservice Accounts Receivables 1.Service Contracts Main Billing 2. Auto- Invoice Master Program

27 Pricing an Extended Warranty Extended Warranty Item in a Price List

28 Points of Integration Inventory Pricing Creation & Pricing of Extended Warranty Item Actions Creation & Shipment of Sales Order Creation of Extended Warranty Creation of Invoice for Extended Warranty Order Management Modules Service Contracts Installed Base 1. Service Contracts Order Capture Integration Concurrent Programs Teleservice Accounts Receivables 1.Service Contracts Main Billing 2. Auto- Invoice Master Program

29 Creation of Sales Order Immediate Service Service Item Reference Sales Order Number

30 Creation of Sales Order Delayed Service Service Reference Type = Customer Product implies that customer s item instance is being referred to Item Instance installed at the customer s site

31 Points of Integration Inventory Pricing Creation & Pricing of Extended Warranty Item Actions Creation & Shipment of Sales Order Creation of Extended Warranty Creation of Invoice for Extended Warranty Order Management Modules Service Contracts Installed Base 1. Service Contracts Order Capture Integration Concurrent Programs Teleservice Accounts Receivables 1.Service Contracts Main Billing Program 2. Auto- Invoice Master Program

32 Extended Warranty Associated to Item Instance Installed Base Extended Warranty coverage for the Item Instance

33 Extended Warranty Associated to Item Instance Create SR Service Request being created for the same instance Applicable Contracts

34 Invoice for the Extended Warranty Inventory Pricing Creation & Pricing of Extended Warranty Item Actions Creation & Shipment of Sales Order Creation of Extended Warranty Creation of Invoice for Extended Warranty Order Management Modules Service Contracts Installed Base 1. Service Contracts Order Capture Integration Concurrent Programs Teleservice Accounts Receivables 1.Service Contracts Main Billing Program 2. Auto- Invoice Master Program

35 Presentation Agenda Why Enter into a Contract with a Customer? Service Contracts An An Introduction Warranty Extended Warranty Customized Service Programs Q & A

36 Contract through Order management or through Service Contracts? Key Questions to Answer : At what level will the contract apply? Always to a specific product that a customer owns / is in the process of buying At a broader party, site or customer level also How will the customer be billed? Always through one invoice Through a agreed upon billing schedule, with periodic invoices being generated at predefined intervals

37 If the answer is option (i) for both of the questions, any of the two routes can be followed for creation of a contract. But if the answer is option (ii) for any of the questions, then it becomes necessary to create a contract through Service Contracts.

38 Parties Entering into a Contract Parties entering into the contract

39 Contract Effectivity At What level will the contract apply? Service Item at the contract line Effectivity level of the contract

40 Billing Schedule Periodic Invoices at Predefined Intervals Contract Duration and Invoicing Periods Periodic Invoice Schedules

41 Presentation Agenda Why Enter into a Contract with a Customer? Service Contracts An An Introduction Warranty Extended Warranty Customized Service Programs Q & A

42 References : Service Contracts Implementation Guide Service Contracts User Guide Installed Base Implementation Guide Order Management Implementation Guide Acknowledgements : Special thanks to Mr. Pradeep V. Krishnamurthy, Consultant Enterprise Solutions, Infosys Technologies Ltd. for his guidance.

43 sabyasachi_c@infosys.com Phone : Visit Infosys website:

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