ORACLE CRM SPARES MANAGEMENT OVERVIEW

ORACLE CRM SPARES MANAGEMENT OVERVIEW



Proposed Process:

TAC receives phone calls from customers and tries to resolve over phone. If they can’t resolve it, the call is escalated to Dispatch.

Dispatch looks at the call and assigns FE to the call.

The call information is pushed into an Oracle Interface. This interface data will be used to create SR, Task and assign the task to the FE.

There will be a process scheduled in Oracle to look at the Part Requirement Interface and create a service request (SR) for the remedy call.

A task will be created for the service request in Oracle automatically.

The task will be assigned to the Field Engineer (FE).

Parts requirements are entered by FE directly in Remedy or by Dispatch in Remedy.
Once the parts requirements are completed, it will be pushed to an Oracle interface with the following details:

Remedy Call#
Date & Time of the call
Scanner Part#
Scanner Serial #
Issue with the scanner
FE assigned to
Spare part requested
Quantity
Shipment Priority
Shipping Address
Schedule ship date

The parts required for the call will be created automatically in “Parts Requirements screens” for the SR.

The parts required will be created as mixed order in Order Management Module.

Based on the schedule date and inventory availability, the order will be pick-released.
Eagle/Sacramento will pick/pack/ship based on the pick slip.

Workflow for the order will be tailored to move the inventory from FGI to the respective FE’s subinventory with call number as part of the lot.

When the shipments are made, the details of the shipment will be sent to Remedy through an Oracle interface. Email notification will be sent to the FE from Oracle.

Remedy will use the shipment information to attach to the call, to help FE know the status of the spares ordered by him.

FE makes the customer visit and fixes the scanner.

Once he fixes the scanner, the spares used by the FE will be entered in Remedy.
FE needs to account for all the spares that were shipped for a particular call.

FE will distinguish whether he used it from his truck or the one shipped from the warehouse.
If he did not use any of the spares, he needs to mark it as Un-used and send it back to the warehouse.

Also, if the spare part is a high dollar value, the faulty spare part needs to be returned to the warehouse.

Remedy will push all the “spares used” information to Oracle through an interface.
This will populate Field Service – Debrief.

The Debrief will create charges for the particular SR. A sales order with appropriate price list will be created in Oracle.

The workflows in the sales order will be tailor made to pick inventory from the FE’s location and based on Warranty/Contract/T&M change the COGS.
Also, RMA line will be created with appropriate receiver-notes. This will enable Eagle/Sacramento to receive and do a put-away based if the part is un-used or faulty.