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May 2003
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“Automate rolls out Oracle’s 11i – E-Business CRM solution in just 65 business days!”
In February 2003, a Rhode Island manufacturer selected Automate Inc. as the Technical lead for implementation of the Oracle 11i E-Business suite. To gain full control of the quality, timeliness, cost and service levels delivered by their Technical Call Center, the company had decided to bring the operation back in-house from a previously outsourced provider.
The manufacturer recognized that satisfying the needs of their many constituents had become a daunting challenge. The systems and processes that once helped the company grow had become a bottleneck to growth and efficiency. Disparate, disconnected systems, paper based processes, and islands of information prevented their personnel from efficiently transacting business, sharing information, and servicing their customer in a manner that met the expectations of the buying public.
As part of the overall project, which focused on the People, Process and Technology changes that the organization would undergo, Automate was given approval to work with a cross functional group of employees to design, develop, and implement a new CRM solution. Automate assisted the client with the rigorous review of several candidate software solution providers. The final decision to go with the Oracle 11i E-Business suite of products was driven first by the robust capabilities that allowed for capture of critical business information as well as a very attractive and competitive pricing model.
Automate handled all aspects of the 11i implementation, including coordination of the system hardware infrastructure upgrades needed to support the new operation. One serious challenge remained: get the new system installed by May 2003, in advance of the client’s peak summer selling season.
Since back end legacy applications for manufacturing and distribution were not changing during this time period, the need to design interfaces to those applications was also part of the overall project. Within 65 business days from approval to actual implementation, which occurred on May 19th, 2003, the Automate team completed design, training and implementation of the interfaces and installed the necessary Oracle 11i modules including Accounts Receivables, General Ledger, Order Management, Advanced Pricing, Inventory, iPayment, Scripting, Support, Dashboard and the Trading Community Architecture. In addition to the Oracle suite, Automate also installed Group 1’s data quality software as well. This software ensures that all customers within the database meet U.S. and Canadian postal standards.
Because Automate team members had a long history of Call Center and Customer Services related experience, they were also asked to assist with other aspects of the project, including selection and implementation of a new corporate telephony system, the Call Centers physical design and development of the Call Center staffing model.
Said Automate’s president, Rob Halsall; “Some people thought we were crazy committing to meet a mid-May implementation date for installation of a robust Tier 1 business solution. I knew, all along, that our team had the knowledge, skills and commitment to get the job done. While not without it challenges and, I must admit, some sleepless nights working through issues, we delivered on-time and on-budget. I’m very proud of our team and thankful to our client for providing us the opportunity to work with them on this exciting project”.
About Automate Incorporated
Automate, Inc. based in Providence, Rhode Island, is an information technology consulting and systems integration company that helps leading businesses to fully utilize their information resources to improve operating efficiencies, reduce cost and increase profits. The Providence Business News has recognized Automate Inc. several times for its achievements and growth.
Group 1, headquartered in Lanham, MD, is a leading provider of customer relationship management (CRM) – enabling software solutions for data quality, marketing automation, customer relationships communications, and direct marketing applications.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.
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