10 Essential Elements

Business Process Management (BPM) and Business Process Rules (BPR)

Business process management and business rules management for After Sales include the best practice end-to-end process as well as the rules around which it can be applied to the specific customer’s global network.

Master Data Management

The master data management within After Sales includes synchronizing key information needed in the end-to-end process, which might have its origin in multiple existing systems. It is essential is to avoid having multiple “masters” of information in different systems, and instead have the information centrally administered and pushed into the centrally defined and administered global process. Key master data information within the After Sales cloud process includes: product information, symptom and fault codes, warranty validation criteria, service activities, addresses and contact information for the parties within the business process network, routing rules for products, and SLA and price information from all involved parties (e.g., transport costs from carriers, repair costs from service centers, hourly rates for internal activities, etc.).

Business Process Network (BPN)

The After Sales business process network (BPN) includes all parties involved in the end-to-end process of servicing a faulty product as well as the key related triggered activities. Any customer can use the collaborating parties within eBuilder's Cloud Process community. The customer establishes a business relationship within the platform between eBuilder's customer's company and the BPN party's company. This relationship can be established between any level of the organizational hierarchy as part of master data manaement. (see the Master Data Management Cloud Process element).

The After Sales BPN is growing rapidly. It currently includes:

•          Point Of Sales (Retailers and Operators)

           •          5,000+ web and file based integrations

           •          58+ countries (35 additional planned for 2012)

•          Logistics Hubs/Warehouses

           •          19 integrated

           •          17 countries

•          Service Centers

           •          105 web and file based integrations (64 additional planned for 2011)

           •          37 countries (45 additional planned for 2012)

•          Carriers

           •          22 integrated

           •          75+ origin countries supported

Process Improvement Service

eBuilder’s After Sales Cloud Process is regularly updated via a strategic roadmap which includes features which eBuilder and its community of leading customers have prioritized. New updates are tested centrally after going through a thorough quality assurance process. They are deployed into the customer's environment without any required input from the customer or the business process network parties/end users. Major improvements are deployed three to four times per year.

eBuilder enables brokering of third-party best-of-breed functionality for selected key functions within the end-to-end Cloud Processes. This functionality is obtained from a leading provider rather than eBuilder developing it in-house. This makes it possible to automate and rationalize more activities in the end-to-end process. This is managed through single-sign-on technology that enables a seamless end user experience regardless of which function is operating.

Information monitoring and management is essential in the end-to-end process. This helps to ensure that all involved parties always share the same and correct master data. Monitoring rules are defined to ensure proactive exception management of both errors that have occurred as well as missing events that should have occurred.

Provides performance management of all IT infrastructure required to run the Cloud Process, such as servers, intra and extranet, and Internet connectivity. Monitoring rules are defined to proactively identify bottlenecks and to take immediate action if a problem should occur.

eBuilder After Sales is hosted in a secure and scalable environment where customers can choose the level of service they require. eBuilder uses the latest technology with virtual servers which enables seamless scalability to any processing volume and number of users. Support via phone and an eBuilder online CRM tool, “eBuilder Request Manager,” is available up to 24/7 365 with specific SLA levels.