Digital Transformation With JD Edwards EnterpriseOne Orchestrator

Right technology when aligned rightly with the operational process can help organizations attain the true potential of digital transformation. In this client story, though the existing operational setup had the right technology but due to misaligned technology there was detrimental effect on the efficiency and performance of operational processes.

The Client

The major business vertical of the client included cash management solution. One of the major aspect of their services involved installation and service of ATM machines and cash counting machines.

The Challenge

In the existing set up, the time taken for a customer raising a service request in the system to the field service team receiving the work order was on an average about 60 minutes. There were substantial integration gaps in the technology, which made manual intervention compulsory. This resulted in inefficient utilization of resources and also unnecessary delays in response time. The absence of real time platform was creating major bottlenecks in scheduling and reporting of field service work, leading to requiring additional resources for monitoring work order, scheduling work, etc. for reconciliation. As a result, not only was the reputation of the business at stake but their bottom lines were also taking a hit for the worse.

The Solution

After conducting a deep analysis of the existing system our experts suggested integration of JD Edwards with OFSC (Oracle Field Service Cloud). The existing interface was in batch processing and scheduled every 15 minutes. At certain situations this day lead delays and complications. The solution aimed at streamlining and automating the process to ensure faster and error-free operations.

The JD Edwards and OFSC integration project was planned in such a way that there was minimal disruption to the client’s day-to-day operations. The initial blue print of the entire project was divided into various phases of implementation. Certain customization of reports had to be done to suit the unique business requirements of the client.

To ensure smooth transition from the existing batch process to the new automated system, change management sessions were conducted. With impeccable planning and execution by our team, a smooth on schedule Go-live for the project was achieved.

The Result

· The integrated solution helped to attend customer request quicker as work orders were issued real-time.

· Eliminated time-consuming manual issue of work order.

· Due to automation of resource planning, optimum utilization of resources was achieved.

· Real-time reporting helped management to identify process issues and take remedial action promptly.

· The improved system was scalable, reduced complexity and enhanced monitoring.

· Achieved reduction of workload and increased the user experience multiple folds.

· Increased the process efficiency by 25% and reduced the idle time of the service engineer team by 30%.

In Short / In Brief/ At A Glance

Client Industry:

Cash Management

Business Situation:

· Delays in field team receiving customer service request due to gaps in system

· Lack of real time platform caused bottlenecks in scheduling and monitoring field team

· In efficient process increased cost and effort, straining the overall infrastructure of the operations team

The Solution:

· Integration of JD Edwards and OFSC filled the technology gaps and enabled a smooth operation

· The middleware SOA was used to suit the unique business requirements

Technology:

JD Edwards EnterpriseOne Orchestrator

Benefits:

· Boosted process efficiency by 25%

· Reduced resource idle time by 30%

· Optimized scheduling and monitoring of field resources eliminated need of extra manpower

· Enhanced customer satisfaction by reducing response time as work orders were issued in real-time to the field team