Web-based Service Management integration into SAP
“It was a pleasure working with Vanick Group. I found their people to be extremely knowledgeable, helpful and accommodating.”
Paula Rich
Application Specialist
Nikon USA
The Challenge: Even though the recent implementation of SAP was an overall success, the Service Management department at Nikon USA was suffering with service management order entry issues. It was taking much too long for Service Order personnel to enter new service order requests in the SAP system. Nikon USA was hiring temporary employees just to keep up with the additional workload of entering service orders. And as a secondary issue Nikon Instrument/Sitech division was interested in providing web-based access for remote service technicians.
The Solution: After considering several potential solutions, Vanick was engaged to provide a completely web-based service management order entry application. Vanick Group created this web-based application utilizing Microsoft .NET technologies, SAP’s .NET Connector, and Microsoft SQLServer. The new application was designed to minimize the number of screens required to enter and maintain services orders --- and to maximize the speed of data-entry. Once the details of the order are entered into the web-based application, the order is sent into the SAP SM application. Vanick Group provided a requirements gathering and definition methodology for the project. We then led team meetings to define each transaction and created UML sequence diagrams to define the system to system communications. Vanick provided project management at the applications level to get the complete integration plan and design implemented between the web-based application, the mySAP .NET Connector, and the SAP R/3 system.
The Benefits: The Nikon USA Photography Division and Instruments Division are successfully using the application. Nikon’s return-on-investment was significant as Nikon was able to eliminate temporary data entry employees. The average time to enter a new service order, as well as create subsequent documents such as quotes and sales orders, was reduced from an average of 13 minutes to just over 1 minute with the new application. Service Orders can also be viewed and maintained from remote locations through the web-based interface. The new application is much easier to use than the standard mySAP transactions which has reduced training costs for new clerks.