Niscayah AS – ePocket Solutions ePocket Handyman / SAP implementation process.
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Niscayah AS – ePocket SolutionsePocket Handyman / SAP implementation process.
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Niscayah AS
Daniel Dale Laabak, IT-officer
Technical contact, IT dept.
Worked in Niscayah since 2005
IT dept, 4 employees in total
Use external partners for system support
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Niscayah – general facts
Operations in 14 European countries, US and Australia(in total 5.600 employees)
HQ in Stockholm
Implementation, management and operation
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Niscayah AS, Norway
Headquarter in Oslo
380 employees, 215 in Oslo HQ.
162 field engineers (management and implementation)
Centralized order post-maintenance and invoicing
Centralized HR and Payroll function
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The SAP environment of Niscayah
Implemented SAP may 2007, from an AS/400&ASW environment.
CRMSales (PCUI)Order handling ServicecontractsiBase
ERPSD invoice / FIProject management using PSEmployee self services (CATS) – Base for HR payrollLogistics (inventory management)
XIExternal PayrollHandyman
BWReporting
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Case study
Replacing the existion field service solution
Mobility
Resource planning
Efficiency
Order management in field
Maintenance orders / service orders / project work
Work-time and material registration along with order registration and documentation – one step process
Sync time and frequency(from old system to new)
One system for all field personell
Centralization
Standardize and Harmonize the process
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ePocket Solutions AS
Founded in 1998
Headquarter in Oslo, Norway (including development)
Subsidiaries in Gothemborg (Sweden), Århus (Denmark) and Dortmund (Germany)
Offering mobile standard software solutions and process consulting for service organizations
50 employees within Europa
Experience in SAP process integration
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ePocket Solutions AS - Handyman
Product HandymanFully dedicated to standard mobile service applications: Quick – Smart – Easy
Handyman embraces experience of over 20.000 users and over 10 years of product development
Handyman customer base: > 1400 within Europa
Handyman is used by customers with up to 1000 (and more) technicians
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The requirements 1/2
Offline solution
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 integration into the existing environment
Easy support of the mobile solution
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The requirements 2/2
Multilingual solution for later rollouts
Scheduler for planning
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
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The project setup
Team:
Niscayah IT
Service technician
ePocket
SAP integration partner of ePocket (ePocket as single point of contact to Niscayah and responsible for the interface)
Project manager on Niscayah and ePocket side
Clear project approach with a clear project methodology and plan
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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
Starting with a pilot to get better understanding of the Handyman solution (Planning board and mobile client)
Following a prototyping approach
Clear defined and doable phase goals – starting the next phase only, if the actual one is finished
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The pilot
Single direction integration – sending out the service ticket
Integration of SAP CRM and ePocket Handyman via SAP PI
Reuse of the existing interface within SAP CRM – splitting the data within SAP PI
Evaluating prototype
Pilot prototype as base for the further project
Proof of concept
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The pilot
Mobile InternetWLAN, UMTS,
GPRS
SAP CRM
SAP PI Handyman
AdminstratorHM
mobile
IDOC XML
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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 commnunication 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 out to Handyman
Creating a service history by reading the last 5 services and send it out to Handyman
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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 to directions
Using IDOC technology for CRM integration and proxy for CATS
Building a loop for data handshake to follow the LUW-principal
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Phase 1 – CRM Service and CATS connection
XMLMobile InternetWLAN, UMTS,
GPRS
IDOC
SAP CRM
SAP PI Handyman
AdminstratorHM
mobile
Proxy
SAP ERP
CATS
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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
Assigning every time and material registration to a project phase
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Phase 2 – full size picture
XMLMobile InternetWLAN, UMTS,
GPRS
IDOC
SAP CRM
SAP PI Handyman
AdminstratorHM
mobile
Proxy
SAP ERP
CATS
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Phase 2 – full size picture
XMLSAP CRM
SAP PI
HandymanAdminstrator
SAP ERP
CATS
Service tickets
Maintenace orders
Project orders
Service confirmation
Project confirmation
CATS hours
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The process integration
Creating and release the order in SAP CRM...
... to send it out to Handyman
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The process integration
Order enters the Handyman adminstator and scheduler
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The process integration
After synchronization the order is out on the Smartphone of the technician
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The process integration
After synchronization the order is out on the Smartphone of the technician
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The process integration
Order information reenter Handyman Adminstrator after sync of technician
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The process integration
With the next data transfer the data for the service ticket will be transferredto SAP CRM. There the confirmation is created / updated
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Next steps
Material management integration – final integration test is running
Including van stock
replenishment
Full integrated asset management
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results
Very short training cycles
No changes within the SAP process work – no additional training needed
No customizing change needed within SAP CRM and SAP ERP
Faster time registration by delta – update
Better data quality
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Lessons learned
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
Small team including business and IT was a success
Plan enough time for the user acceptance test
Proxy monitoring a little more complicated as IDOCs
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