Proven Solutions for Complex Customer Relationship Structures Roger Hartman, INRANGE Consulting April 16, 2007

Agenda Executive Summary Objectives TCA Overview Modeling Approaches Key Challenges Solutions Conclusions Questions & Answers

Executive Summary TCA customer data is core to EBS Structure allows for significant granularity and flexibility Challenge of leveraging the TCA Resulting usability Issues

Objectives Provide TCA Overview relevant to this topic Acknowledge TCA Customer Modeling Approaches Identify Key Challenges Review Specific Solutions

TCA Overview Introduced with EBS Release 11i Inclusion of Party Layer Ability to establish Party Relationships Account Layer separate from Party Layer Account Relationships

TCA Overview – Logical Model Party Person Party Relationship Organization Account Party Account Relationship

TCA Overview - Terminology Party - person, organization, relationships Account - customer financial details Party Relationship - establishes the relationship between two parties Account Relationship - establishes the relationship between two accounts

TCA Overview – Party Layer Details independent of our selling relationship Separates these details from account record Allows for significant modeling effectiveness

TCA Overview – Account Layer Financial details specific to our selling relationship Traditional R10.7/ Customer Cannot exist without Party record

TCA Overview – Party Relationships Describes relationship between two parties Unlimited number of relationships between parties Unlimited number of relationship types Relationship is separate entity

TCA Overview – Account Relationships Allows for transactional shipping and billing relationship between accounts Less flexible than Party Relationships Essential to customer modeling in 11i

Modeling Approaches Various acceptable modeling approaches Child Sites Approach Customer Organization Entities as Parties Clear “Best Practice” approach for B2B

Child Sites Model Headquarters Subsidiary1 Subsidiary2 Subsidiary3 Party Account Site Headquarters

Best Practice Model Subsidiary2 Subsidiary3 Party Account Site Headquarters Sub3 Sub2Sub1 Site Headquarters Subsidiary1 Party Relationship Account Relationship

Best Practice Approach Most organizational entities modeled as parties Any entities with DUNS number modeled as parties Offers significant flexibility and power Introduces significant usability concerns

Key Challenges Challenges can arise around usability, interfaces, integration, reporting, performance, etc. Our focus today is usability

Key Challenges - Usability Difficulty searching for and finding customer records Visibility to the associated account or party layer Require additional details about the relationship Require additional details about the organizational structure

Solutions Broad and universal impact Simple to moderately complex Consistency in model is key Standard functionality and extended functionality Customizations should be avoided when possible

Sample Organization Structure Global Ultimate Subsidiary1 Level 1 Domestic Ultimate Subsidiary3 Level 1 Subsidiary2 Level 1 Subsidiary2 Level 2 Subsidiary2 Level 2

Solutions Grouped into the following: –Finding the Correct Party –Identifying the Correct Account –Understanding the Party Relationships and Structure –Account Layer Visibility –Party/Account Structure Exceptions

Finding the Correct Party Increased number of parties means more difficulty distinguishing between records Party name should be proper name Address Line option can be effective in some cases

Finding the Correct Party Extend standard search capabilities to include additional name details in results Universal Search is common to several EBS modules

Finding the Correct Party

Spreadtable Modifications Standard capability within the EBS Include values in the datasource relational view Include values from other tables by joining to key in the datasource view Be mindful of performance impact

Spreadtable Modifications

Identifying the Correct Account Introduction of Party Layer means less focus on customer account number Common concern with upgrades from 10.7 or Account number not included in many standard search capabilities

Identifying the Correct Account Add Account Number to Universal Search results Extend seeded Spreadtables to accomplish Assume in this model most parties have only one account If multiple accounts, display earliest active record

Identifying the Correct Account Expose Account Number in standard Universal Work Queue (UWQ) nodes The UWQ is common across EBS product families Deliver work to application users Gain efficiencies by adding necessary details

Identifying the Correct Account

Understanding Party Relationships Party Relationships allow for significant modeling flexibility Standard EBS functionality is insufficient for users to fully understand existing relationships Example: inbound sales lead call

Understanding Party Relationships Objective to allow users to view and maintain additional relationship detail Define DFF on Relationship Available on standard eBusiness Center (eBC) Relationship tab

Understanding Party Relationships

Standard Relationship forms display immediate relationships only eBC allows hyperlink access to related parties Users require more information and simple access

Understanding Party Relationships Customer Support Dashboard –Accessible from forms such as Contact Center, eBC, At-a-Glance –Easily extended by defining new Customer Profile Variables –Includes Drilldown capabilities

Understanding Party Relationships Sample Dashboard Profile Variables –Global Ultimate –Domestic Ultimate –Levels to GU –Levels to DU

Understanding Party Relationships

Dashboard Modifications

Understanding Party Relationships Add similar logic to standard UWQ nodes –Tasks –Leads –Opportunities

Understanding Party Relationships

Party Structure Details Users benefit significantly from increased access to details relevant to the overall structure Leverage the Dashboard to include: –Critical Customer within Structure –Open SR’s within Structure –Escalated SR’s within Structure –Open Opportunities within Structure

Party Structure Details

Account Layer Visibility Users require visibility to account details Customer Standard form, eBC Account tab often excluded from most users Continue to leverage Dashboard to include Account detail

Account Layer Visibility

Adding the Account Layer TCA model requires manageable process to initiate Account creation

Adding the Account Layer

Conclusions The TCA best practice approach is highly desirable This approach leads to usability issues not addressed by standard EBS functionality The solutions offered address universal usability concerns These solutions are reusable and can be replicated across additional EBS areas

Questions & Answers