Implementation and SAP integration of a mobile field ... · PDF fileImplementation and SAP integration of a field service solution @ Niscayah AS ... SAP ERP CATS / PS / MM

Implementation and SAP integration of a field service solution

@ Niscayah AS

ePocket Handyman / SAP implementation process.

Ralf Onken, Business Development Executive,

ePocket Solutions

Niscayah Group AB – general facts

Global security company

Implementation, management and operation of security solutions

Operations in 14 European countries, US and Australia (in total approx 5.100 employees)

HQ in Stockholm

Daniel Dale Laabak/IT department/Handyman - SAP implementation | 11/17/2010 | 3

Niscayah AS, Norway

Headquarter in Oslo

380 employees, 215 in Oslo HQ.

Several subsidiaries within Norway

162 field engineers (management and implementation)

Centralized order post-maintenance and invoicing

Centralized HR and Payroll function


The SAP environment of Niscayah

Implemented SAP may 2007, from an AS/400&ASW environment.

CRM Sales (PCUI)

Order handling

Service contracts

iBase

ERP SD invoice / FI

Project management using PS module

Employee self services (CATS) – Base for HR payroll

Logistics (inventory management)

XI External Payroll

Handyman

BW Reporting


ePocket Solutions AS

Founded in 1998

Headquarter in Oslo, Norway (including development)

Subsidiaries in Gothenburg (Sweden), Århus , Copenhagen (Denmark) and Dortmund (Germany)

Offering mobile standard software solutions and process consulting for maintenance and service organizations

75 employees within Europe

Experience in SAP process integration


ePocket Solutions AS - Handyman

Product Handyman Fully dedicated to standard mobile service applications: Quick – Smart – Easy

Handyman embraces experience of over 28.000 users and over 10 years of product development

Handyman customer base: > 2000 within Europe

Handyman is used by customers with up to 1000 (and more) technicians


Case study

Replacing the existing field service solution

Mobility

Efficiency

Sync time and frequency (from old system to new)

Standardize and Harmonize the process and solution


Case study

Work-time and material registration along with order registration and documentation – one step process

One system for all field technicians

Order management in the field

Maintenance orders / service orders / project work

Resource planning

Centralization of planning and functionality


The requirements 1/2

Offline solution (the technician is not always online)

Running on small size devices including camera for documentation (Smartphones)

Delta synchronization at every order state

Standard software – no further development on the mobile client

Easy to integrate into the existing environment (process vs. technical)

Easy and minimum support of the mobile solution by Niscayah IT


The requirements 2/2

Multilingual solution for later rollouts

Scheduler for planning of the orders and technicians

One mobile client for all processes, including the same way of integration and data flow

Need of checklists, asset and material information

Need of customer signature on the device

Easy to use and easy to train


The project setup

Team:

Niscayah IT

Niscayah Business - Service technician

ePocket consultant

SAP integration partner of ePocket (for XI and ABAP development) with ePocket as the single point of contact to Niscayah and responsible for the interface

Project manager on Niscayah and ePocket side

Distinguished project approach with a clear project methodology and plan


The project approach – phase concept

Decision for having a phase concept with small manageable steps instead of having the full size big bang to reduce the effort needed and the risk of implementation

Starting with a pilot to get better understanding of the Handyman solution (Planning board and mobile client – single direction)

Following a prototyping approach

Clear defined and manageable phase goals – starting the next phase only, if the actual one is finished


The pilot

Single direction integration – sending out the service ticket from SAP CRM

Integration of SAP CRM and ePocket Handyman via SAP PI

Reuse of the existing IDOC interface within SAP CRM – splitting the data within SAP PI (parallel use of the existing solution and the prototype)

Evaluating prototype

Pilot prototype as base for the further project

Proof of concept


The pilot

Mobile Internet WLAN, UMTS,

GPRS

SAP CRM

SAP PI Handyman

Adminstrator HM

mobile

IDOC XML


Phase 1 – bidirectional integration

Reusing the pilot integration for SAP CRM – Handyman direction – sending out the service ticket and maintenance orders

Setting up a bidirectional communication using SAP PI as middleware

Automatic rescheduling of maintenance orders belonging to the same service object as the new service ticket

Collecting asset information within SAP CRM and sending this out to Handyman

Creating a service history by reading the last 5 service orders and send it out to Handyman


Phase 1 – bidirectional integration

Sending back time and material information as well as descriptions belonging to the service ticket in CRM

Creating and / or updating the confirmation in CRM

Parallel hour recording in SAP ERP CATS to cover salary requirements for all types of attendance types (incl. holiday or illness)

Split the ingoing data in SAP PI into two directions

Using IDOC technology for CRM integration and proxy for CATS

Building a loop for data handshake to follow the LUW-principal


Phase 1 – CRM Service and CATS connection

XML Mobile Internet WLAN, UMTS,

GPRS

SAP CRM

SAP PI Handyman

Adminstrator HM

mobile SAP ERP

CATS


Phase 2 – project integration

Including SAP ERP PS projects

Using the same data structure and fields as the service tickets within Handyman - the same process on client side for service and project related work and documentation

No new process training needed

Fast learning curve for the new process

Assigning every time and material registration to a project phase


Phase 3 – full size picture


GPRS

SAP CRM

SAP PI Handyman

Adminstrator HM

mobile SAP ERP CATS / Projects from PS



XML

SAP CRM

SAP PI

Handyman Adminstrator

SAP ERP

CATS

Service tickets

Maintenace orders

Project orders

Service confirmation

Project confirmation

CATS hours


Phase 3 – mobile inventory management

Integration of SAP ERP material management

Mobile inventory management, including van stock control

Material movements within SAP and ePocket Handyman

Van to van stock transfer

Mobile availability check (van to van and van to central warehouse)




GPRS

SAP CRM

SAP PI Handyman

Adminstrator HM

mobile SAP ERP CATS / Projects from PS /

material management



XML

SAP CRM

SAP PI

Handyman Adminstrator

SAP ERP CATS /

PS / MM

Service tickets

Maintenace orders

Project orders

Service confirmation

Project confirmation

CATS hours


Material consumption

Stock transfer

The service order process integration

Creating and release the service order in SAP CRM...

... to send it out to Handyman


The process integration

Order enters the Handyman administrator and scheduler



After synchronization the order is out on the Smartphone of the technician



After synchronization the order is out on the Smartphone of the technician



With the next data transfer the data for the service ticket will be transferred to SAP CRM. There the confirmation is created / updated


Next steps

Full integrated asset management

Online reporting with customer web


Live Demo Handyman Mobile

Handyman Mobile


Results

Very short training cycles for administration and technicians

No changes within the SAP process necessary – no additional training within administration department needed

No customizing change needed within SAP CRM and SAP ERP

Faster time registration by delta – update

Better data quality


Lessons learned

Plan enough time for the user acceptance test

As expected, proxy monitoring is a little more complex as IDOCs, but the proxy is running quite fine

Phase concept was a success

Longer time line but manageable phases - better to control

Higher acceptance by having a running solution the first day on

Clear quality gates needed and helped

Small team including business and IT was a success


Name/Department/Subject | 11/20/11 | 34

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Implementation and SAP integration of a mobile field ... · PDF fileImplementation and SAP integration of a field service solution @ Niscayah AS ... SAP ERP CATS / PS / MM

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