Oracle Printing Solutions Can Be Improved and Streamlined

Streamlining the Management of Output in an Oracle Document Management Environment

The customer associated with this Case Study is a large, multi-national manufacturer of product branding and labeling systems, inventory tracking systems, retail control systems and pricing control systems. The customer is a $600 million plus company that services over 250,000 customers worldwide. They have implemented OM Plus,- Oracle software.

Business Problem - The customer had completed the migration from legacy mainframe applications to one of the largest Oracle 11i Applications implementations known at that time. Their application servers (hosted remotely by IBM Global Services) run Oracle software including the Financials, HR, Supply Chain, Manufacturing, Procurement, Sales and Order Management modules.

A Lack of Oracle Printing Management
After the migration, they continued to have a very labor-intensive tech support problem related to supporting the printing, faxing and emailing of the output created by Oracle document management functions. The tech support team was delivering a poor level of service to end-users due to a lack of tools, thereby, impacting customer service. The cost of their Oracle print solutions were not being properly managed.

There were many delays in troubleshooting print and output related problems causing expensive delays throughout the organization when print problems could not be resolved quickly. Even though they had implemented RightFax fax server software, they still utilized a "print then fax" method to send application output via fax. This method was inefficient at best, but the team had little time available to customize the Oracle environment to utilize the fax solution because their hands had been full with the Oracle Applications migration. More technical resources were needed than originally anticipated to manage the output created by their new Oracle environment. The bottom line was that the costs associated with supporting the new enterprise-wide print and output environment were spiraling out of control.

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