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| Case Study |
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Patni's implementation of a prestigious Order-to-Cash project powers Client's operations |
The successful implementation establishes a collaborative work environment with customer focus.
The Client
A Fortune 500 company, a $4.1 billion global provider of integrated mail and document management solutions.
The Challenge
The client serves over two million businesses of all sizes in more than 130 countries through dealer and direct operations. The company aimed to deliver shareholder and customer value by providing leading edge global, integrated mail and document management solutions.
To be competitive and build a platform for future growth, the client launched an Order-to-Cash project, which streamlines and integrates operations by migrating data from distributed legacy systems to a centralized SAP repository. The project integrates employees across the company to collaborate and deliver world-class services to its customers. The project had three key objectives:
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People working more efficiently |
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Processes that allow various divisions of the client to operate as one company |
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Software that powers the client operations. |
The implementation of the Order-to-Cash project, however, posed some key challenges:
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Data conversion from various stand-alone legacy systems like warehouse management, IMS, consignment inventory systems to the SAP database |
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Facilitation of credit card payment against the traditional lockbox facility |
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Tight schedule and budget constraints requiring a vendor who could effectively leverage its offshore capabilities. |
The Solution
Partnering with the client, Patni leveraged its onsite offshore model to provide a suitable solution:
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Deployed a techno-functional team onsite to understand the client's processes with a short learning cycle and suggested better and improved solutions to meet business requirements. |
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Migrated a huge customer base (3.5 million) from IMS to SAP CRM by converting non-uniform data to a standardized data set. |
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Included customer banking details in SAP CRM database and enabled credit card payments. |
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Adopted state-of-the-art technology like thin client and voice recognition software (IVR), Internet, Intranet/extranet, EDI, for receiving orders and order status tracking. |
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Integrated and transformed business processes including order tracking, order management, order fulfillment and billing from various legacy systems to SAP R/3. |
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Automated and controlled the creation and maintenance of Customer Master Data. |
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Developed complex reports, SMARTFORMS, etc. and developed innovative solutions like providing functionality to fax, e-mailing, document conversion. |
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Carried out enhancements and customized configurations in SAP R/3 system to suit the client's specific needs. |
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The Technology
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SAP CRM |
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SAP R/3 4.6C |
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ABAP Object Oriented Programming (OOPs) |
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ABAP List Viewer (ALV) |
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Smartforms |
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SAPScripts |
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Legacy System Migration Work Bench (LSMW) |
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CATTScript (Testing Tool) |
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User Exits, BADIs |
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RFC/BAPIs |
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ALE/IDOCs |
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Standard Reporting & BDCs |
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Excel Macros & VB interfaces. |
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The Benefits
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Increased benefits to cost ratio with effective use of onsite-offshore model. |
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Best practices and methodologies adopted helped build a mutually beneficial relationship. |
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Patni's expertise on functional and technical domains enabled the client to focus completely on process improvement. |
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Elimination of non-value added work for the client's customers and employees |
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Quality and consistency: |
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Sustainable single source of high quality data ensured |
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Over 100 application development requests delivered with zero defects. |
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Enhanced customer experience through improvement in customer identification and collaboration. |
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