Blog by Ignacio Hernández titled “Software as a Service (SaaS) for big companies “prompted me to write this piece. Here is another candidate for composite application as SaaS. I have considered a scenario where after sales service of the products are handled by third party service providers (TPS). Most of the service providers are small players and only a few of them have some sort of IT systems to manage their operations. Others use the OEM system or handle their operations manually. TPS systems vary from one service provider to another. In most cases, systems are integrated together with complex custom built interfaces.
Business scenario describes the overview of the current scenario and processes
- After sale service rendered by third party service providers
- OEM maintains the warranty data for the products sold based on serial numbers
- Repair/ service details captured in OEM systems to update warranty data
- TPS bill customer for non warranty repair/service and bill OEM for warranty repair/ service
- OEM sells the spares or loan them through consignment stocks
- Service initiated by a customer call and this is managed by a third party help desk (other than TPS)
- Help desk assign the notifications to TPS nearer to the customer location with required capability
- Some of the customers directly approach TPS for the service/repair
- Not all customers/ products are registered in the warranty database. TPS captures the details with proof of purchase and send to OEM for updating the warranty data
Current landscape consists of OEM managed ERP, disparate TPS systems, helpdesk tool managed by a vendor for OEM and information flow through email & telephone. TPS systems vary in architecture and interfaces. Process flow and the underlying systems are shown in the diagram. Some of the process steps are carried out manually by duplicating the data in TPS system as well as OEM ERP.
Process steps like “spares availability check”, updating warranty data & spares inventory “are done at OEM based on the information from TPS or the TPS updates the OEM ERP directly (In case of TPS who uses OEM ERP for their transactions”.
- Disparate TPS systems leads to complex interfaces
- Service delivery details are managed in various TPS systems and through interfaces warranty details are updated. Differences in master data leads to manual re-entry in some cases
- TPS bill OEM for the on warranty services rendered and the bill to cash cycle takes long time due to verification of the service details
- Some of the smaller TPS use OEM ERP over portal and it is slow to use
A composite application is proposed to manage the TPS functionalities. This composite will handle all the process steps currently managed in different systems.
This application can be developed as an on demand solution managed by a service provider.
Benefits of the Composite application
- Single applications managing end to end process
- OEM gets better control on the service delivered as all service delivery details are managed in ERP