This process aims to address all issues from the time the information of the prospective customer is entered in the system to the time the actual customer order is created.

The typical issues for which support is required can be listed as:

• Quotation price corrections after entry completion
• Providing for amendments to sales order from an incorrectly approved quotation
• Updation of lead with the amendments desired by customer to reflect in quotation
• Amendments to the leads status, where a cycle step is bypassed

The value-add services which are rendered in this process are those related to:

• Correct utilization of customer details to maximize use of integrated master using Oracle’s Trading Community Architecture
• Quotation usage for accuracy in forecasting
• Data-mining the information on leads for similar products across customer base for effective price negotiations within the controls provided for price discounts/ bundling

Benefits accrued:

• Ensuring the final order creation has passed through all sales checks prior to booking
• Complete visibility across all steps of the sales cycle with tracking of approvals at each step
• Visibility of sales cycles price negotiations & discounts validation by using credit controls
• Centralized Desk to provide support for all issues across Sales Steps through to Quotations

This process aims to address all issues from the time an indent to supplier is entered in the system to the time the payment against the purchase order is performed.

The typical issues for which support is required can be listed as:

• Purchase Orders pending approval where user has committed some inadvertent error
• Incorrect Invoice application and roll-back of the same
• Quotation price not coming on Requisitions or the rate appearing in a different currency on the Purchase order

The value-add services which are rendered in this process are those related to:

• Best practices for managing the HR system in conjunction with the Purchasing approvers to minimize incidents of documents stuck as “In-Process”
• Maintenance of the approval hierarchies in case of position level controls
• Improvements in the usage of the Approved Supplier Lists and Sourcing Rules
• Ensuring that the payments are in line with “Net of returns to supplier” receipts

Benefits accrued:

• Quicker approvals of purchasing documents even when employees leave / join
• Payments in line with policies to gain discount advantages of timely payment
• Payment linked to actual receipts in warehouse
• Centralized Desk to provide support for all issues across Inventory & Payables

This process aims to address all issues from the time the customer order is entered in the system to the time the collection against the order is recognized.

The typical issues for which support is required can be listed as:

• Sales Cycles Stuck in-process even when correct action has been taken
• Invoice - Receipt application errors
• Access Control issues in order cycle, dispatches and revenue recognition

The value-add services which are rendered in this process are those related to:

• Best practices for updating customer master and using the potential of Oracle TCA framework at the fullest
• Utilization of the Lock –box for automating receipt application to invoices
• Enhancing the pricing controls
• Root –causing credit application issues and fact finding the solutions to issues like those related to discounts and tax application

Benefits accrued:

• Minimizing Order Entry errors and providing resolution for cases requiring “corrections”
• Faster resolution of issues related to revenue recognition
• Increased Automation for better price & credit controls
• Centralized Desk to provide support for all issues across Inventory & Receivables

This process aims to address all issues from the time the customer service request is entered in the system to the time the collection against the service rendered is recognized.

The typical issues for which support is required can be listed as:

• Load balancing of Service calls and incorporation of new service engineers in the system
• Assigning multiple tasks to a single request
• Services Charges updated incorrectly
• Corrections for parts consumption by wrong Service engineer

The value-add services which are rendered in this process are those related to:

• Optimal utilization of the Universal Work Queue for call allocation
• Enabling the consumption booking in line with agreements in service contracts
• Speeding the search for customer’s machine when serial number is not informed

Benefits accrued:

• Visibility of Correct Service Engineer Inventory & Current Open Service Requests
• Faster turn around of Service Requests by efficient usage of Universal Work Queue
• Corrective Resolution for incorrect consumptions/ service assignments / call status
• Centralized Desk to provide support for all issues across Service & Receivables