Oracle CRM Functional

R.V. Subba Reddy
Email: rvs_reddy@hotmail.com
Ph: +919620050372
SUMMARY
 Expertise in implementation of Oracle Applications with strong functional and technical knowledge
with good understanding of Business processes.
 Track record of providing excellent client satisfaction and management of business partners.
 Strong exposure and understanding of business strategy planning and implementation.
 Excellent communication and people management skills.
QUALIFICATION (Education)
MBA from Nagpur University, 1995
Specialized in Marketing Management
B.Com from S.K.University, Ananthpur, A.P. 1993
Technical Qualification
ORACLE CRM
Services : CRM Foundation, Tele Service, Field Service, Install Base, Mobile Field Service,
Advanced Scheduler, Depot Repair, and Spares Management.
Contracts : Core Contracts, Service and Usage Contracts.
ORACLE SCM
Working knowledge of Order Management and Inventory
PROFESSIONAL EXPERIENCE
Company Designation Role Duration
Tech-Lounge IT
Solutions Pvt
Ltd
Sr. Consultant
(Contractual
position)
Senior Consultant Aug’14 to till date
Polaris Software
Lab Ltd.
Sr. Consultant Senior Consultant Mar’06- Jul’14
GTL Limited,
Mumbai
Functional
Consultant
Consultant Jun’05-Feb’06
iRus InfoTech
Pvt Ltd,
Bangalore
Functional
Analyst
Consultant Feb’04 – May’05
Glowfab
Industries Pvt
Ltd, Bangalore
Territory Manager Territory Manager Sep’01 – Oct’03
Fabricline Media
and Marketing
Pvt Ltd,
Bangalore
Sr. Customer
Service Executive
Sr. Customer Service Executive Sep’99- Aug’01
Udayam
Publishers Ltd,
Hyderabad
Advertisement
Executive
Advertisement Executive Aug’96-Aug’99

PROJECT SUMMARY
Project# 1
Project Name : Toshiba Australia Support, since Aug’2014 to Jul’2015 (Sub-contract to Tech-Lounge
from Polaris Software)
Client : Toshiba (Australia) Pty Limited
Environment : Oracle Applications Release 11.5.10.2
About Client:
Toshiba (Australia) Pty Limited was initially founded in Australia in 1975 as a joint venture with EMI and in
1978 was incorporated in its own right. The Company is currently rated in the BRW top 500 companies in
Australia and markets and distributes a range of notebook PC’s, data projectors, hand held PC’s, Audio
Visual Products, Photocopiers, Facsimiles and range of medical imaging equipment etc.
The Company is headquartered in Sydney and is located in every major Australian capital city and also in
Auckland and Wellington in New Zealand and its territory is defined as Australia, New Zealand, Papua New
Guinea and some of the near pacific islands such as Fiji and Tonga.
Toshiba has three divisions to manage their business efficiently, ISD manages Mobile Computing products,
Medical division manages Medical Equipment and EID manages Multi-Function Devices such as Copier,
Facsimiles. It unified its operations under Oracle 11i implementing modules across Financial, Distribution,
Web and CRM modules in its divisions.
Project Description: Oracle CRM applications were implemented in 3 divisions of Toshiba Australia, they
are EID, ISD and MED divisions.
The support is for Oracle CRM applications version 11.5.10.2 for the modules of Field Service, Tele Service,
Advanced Scheduler, Spares Management, Mobile Field Service, and Service Contracts.
The team consists of 2 functional consultants, 2 technical consultants, and one DBA.
Role: Project Lead
Responsibilities:
 Verify the assigned SRs and assign to team members
 Manage the team and ensure timely delivery of solution for the SRs
 Verify the solutions provided by Team before delivery
 Prepare weekly reports
 Conduct weekly status meeting with the client and team
 Managing Change Requests and prepare functional specs
 Co-ordinate with Oracle for support
Polaris Software Lab Ltd.
Project# 2
Project Name : Toshiba Australia Support, since Apr’2011 to Jul’2014
About Client:

Project Description: Oracle CRM applications were implemented in 3 divisions of Toshiba Australia, they
are EID, ISD and MED divisions.
The support is for Oracle CRM applications version 11.5.10.2 for the modules of Field Service, Tele Service,
Advanced Scheduler, Spares Management, Mobile Field Service, and Service Contracts.
Role: Project Lead
Responsibilities:
 Verify the assigned SRs and assign to team members
 Manage the team and ensure timely delivery of solution for the SRs
 Verify the solutions provided by Team before delivery
 Prepare weekly reports
 Conduct weekly status meeting with the client and team
 Managing Change Requests and prepare functional specs
Project# 3
Project Name : Toshiba R12 Upgrade Assessment Project, since Jan 2011 to Mar 2011
Environment : Oracle Applications R12.1.3
About Client:
Australia and markets and distributes a range of notebook PC’s, data projectors, hand held PC’s,
photocopiers, multi-functional devices, facsimiles and diagnostic medical imaging equipment.
Project Description: Toshiba is considering upgrading the Oracle applications from the current version of
11.5.10.2 to R12.1.3. Currently it has modules spanning across Financials, Distribution, HRMS, and CRM.
Before upgrading it wish to take out an assessment study to Identify R12 Driven Business Process
Improvement Initiatives and create a detailed Catalog of new features to be implemented
Role: CRM lead
Responsibilities:
 Study the new features of CRM which are Field Service, Advanced Scheduler, Spare Management,
Mobile Field Service, Depot Repair, Install Base and Service Contracts.

 Study the impact of both functional and technical related to CRM modules
 Analyse and Identity whether any customizations can be retired
 Conduct workshops with key business users
 Demonstrate the new features and validate the benefits with users
 Identify current pain areas and propose solution or workaround
 Analyse the workshop outcome and suggest migration plan
Project# 4
Project Name : Project Aquarius (EID Service Implementation and Support) From Nov’07 to Dec 2010
About Client:
Project Description: EID division was using a legacy system called ‘Service Alliance’ for its CRM needs
and it was not able support the growing business needs.
The project is for implementing Oracle Applications version 11.5.10.2 for its Electronics Imaging Division
containing modules of CRM - Field Service, Tele Service, Advanced Scheduler, Spares Management, Mobile
Field Service, and Service Contracts.
The project successfully went live in April 2009 and supporting this project from offshore.
Role: Project lead (Onsite)
Responsibilities:
 Contribution in preparing the project documents like Project Plan, Project Management Plan,
Risk Management Worksheet, Plan Tracker and Project status report etc.
 Manage the team and the project schedules
 Arrange meetings with key users for As Is process and To Be processes
 Conduct weekly status meetings with the team
 Conduct Fortnightly meetings with Business team of Management to update status of the project
 Ensuring all the deliverables to the Customer
 Identifying customization and coordinating with technical issues
 End-to-end integration testing
 Conducting of UAT
 Solutions to the UAT issues and preparation for Go-live
 Post Go-Live Support

Project# 5
Project Name : Canon Online Meter Reading Service From Dec’06 to Oct’07
Client : Canon Australia Pty. Ltd
Environment : Oracle Application Express
About Client:
Canon Australia Pty. Ltd. is an industry leader in professional and consumer imaging solutions with a
comprehensive product line that includes: printers, scanners, fax machines, video cameras, cameras and
lenses, image filing systems, networked multifunction devices, digital and analogue copiers.
Canon has approximately 1200 employees throughout Australia. There are offices in North Ryde (Sydney),
Adelaide, Brisbane, Canberra, Melbourne City, Burwood (Melbourne), Perth, Sydney City and Wetherhill
Park (Sydney).
BISG division of Canon Australia Pty. Ltd. manages sale and service of Multi-Functional Devices (MFD’s) to
direct customers. The service includes maintenance of service contracts that entitles customers to different
levels of service for the machine. In return customers are required to provide meter readings to calculate the
total usage. Customers are billed based on the usage and their service contract agreement with Canon
Australia Pty Ltd.
Canon currently has 45,000 machines with customers from which a “meter reading” must be retrieved every
month in order to invoice the respective customers for machine usage. The current CMR system, with its
own database, is complicated and expensive to maintain. It is slow when there is number of users using the
system concurrently and the software architecture is unsupported by Canon Information Technology
Department.
Project Description: Canon is looking to develop a replacement system that provides a responsive and user
friendly website where customers view the reading history, maintain the machine contact details and be able
to send readings to Canon. The objective of the new system would be to provide a solution for managing
customer service contract details and submission of meter readings. Additionally, the system would support
Canon’s processes by reducing the number of systems and databases that currently need to be maintained
and create a single point of meter reading entry to Oracle.
Role: Functional Lead (Onsite & Offshore)
Responsibilities:
 Identify and gather the requirements (Onsite)
 Analyze and prepare the Functional Specification Document
 Co-ordinate to prepare the Technical Design Document
 Co-ordinate with Technical team in developing the application
 Co-ordination with the Client
 Prepare Test Scripts
 Perform System Integration Testing
 Perform User Acceptance Test (Onsite)
 Resolving the SIT and UAT issues
Project# 6
Project Name: Oracle Apps Upgrade project from version 11.5.9 to 11.5.10.2
From Mar’06 to Nov’06

About Client:
Australia and markets and distributes a range of notebook PC’s, data projectors, hand held PC’s,
photocopiers, multi-functional devices, facsimiles and diagnostic medical imaging equipment.
Project Description: The project is for upgrading Oracle Applications version 11.5.9 to 11.5.10.2,
containing modules of Financials, Distribution, Manufacturing, and CRM. In CRM the modules are Field
Service, Mobile Field Service, Depot Repair, and Service Contracts.
Role: Oracle CRM Consultant (Onsite & Offshore)
Responsibilities:
 Preparing of UAT Scripts
 Consolidation of Test Scripts
 Test data setup for Service Contracts, Field Service, Depot Repair & Mobile Field Service for
UAT Testing
 Identifying customization and coordinating with technical issues
 End-to-end integration testing
 Conducting of UAT
 Solutions to the UAT issues and preparation for Go-live
 Post Go-Live Support
 Onsite-offshore coordination.
GTL Limited, Mumbai
GTL, a Certified Advantage Partner for Oracle E-Business Suite and Oracle technology products, GTL is
Oracle’s preferred partner for its recently launched mid-market initiatives for Europe, the Middle-East, Africa
and the Asia Pacific, and the only Authorized Oracle Application Hosting Partner for the Asia Pacific region.
Project Experience Details:
Project# 7
Project : Implementation of Oracle Apps Version 11.5.9
Client : Escorts Construction Equipment Limited, Faridabad
Role : Implementation Consultant for CRM Modules
About Client:
Escorts Construction Equipment Limited (ECEL), is a wholly owned subsidiary of Escorts Limited,
manufacturers and markets a diverse range of equipment like cranes, loaders, vibratory rollers and forklifts.
The company was a pioneer in introducing the concept of Pick 'n' Carry hydraulic mobile cranes in 70s in
India and continues to be the world's largest producer of these cranes.
The company has a network of over 50 dealers in the country and 10 overseas, 15 marketing offices and 2
training centers. In keeping with its commitment to total customer satisfaction and providing the best value
for money by offering technologically superior products, ECEL has tie-ups with a number of reputed
international companies - FRANA Cranes Private Limited, Australia and FASSI Gru Indrauliche, Italy for

cranes, DAEWOO Heavy Industries, Korea, for forklifts, and JLG Industries Inc, USA, for aerial work
platforms.
Roles and Responsibilities:
 Responsible to implement CRM modules which include Field Service, Service Contracts.
 Interacting with client about the business process and the functional requirement.
 Preparing Current Business Process and BP-080 documents
 Setup of CRM Foundation components such as Resource Manager, Assignment Manager, Territory
Manager, Task Manager, Escalation Manager, Calendar and Notes.
 Setup of Customer Support, Field Service, Install Base, Knowledge Base, Charges, Counters, Core
Contracts and Service Contracts
 Preparing test plan and execute it according to the plan, make sure that the results are as expected.
 Showing of test instance functionality to the key users.
 Assisted with technical team for customization of some reports.
 Preparation of CRP plan and setup of the instance.
 Training of Key users and end users.
 Identifying and preparing of User manuals.
iRUS InfoTech Pvt Ltd, Hyderabad
iRUS InfoTech Pvt. Ltd. is a company to reckon with in IT sector. It produces software and also helps its
clients implementing and supporting new solutions.
Project Experience Details
Project# 8
Project : Implementation of Oracle Apps (CRM Modules)
Client : Bloomyn Document Solutions
Role : Implementation Support Analyst
 Worked in Oracle CRM application suite, Release 11i in modules that include CRM Foundation, Field
Service and Service Contracts..
 Configuring functional setups in Services, and Contracts.
 Setup ORACLE CRM Foundation components such as Resource Manager, Assignment Manager,
Territory Manager, Task Manager, Escalation Manager, Calendar and Notes.
 Assisted technical team in technical design and subsequent development activities.
 Execute the test in accordance with test plan, also to ensure the results are as expected.
 Build the UAT system.
 Identify the requirements for training to Core Trainers and end users.
 Prepared the user training material.
Project# 9
Project : Support of Oracle Apps in Customer Support and Field Service modules
Client : Exodus Communications
Role : Support Analyst
Roles and Responsibilities.
 Providing support on Oracle CRM application suite, Release 11i in modules, which include CRM
Foundation, Customer Support, Customer Care, Field Service.
 Interacting with users for their problem understanding and resolution.
 Execute the test in accordance with test plan, also to ensure the results are as expected

 Fixed bugs and provided enhancements.
 Maintenance of customer Bugs & issues log.
Glowfab Industries Pvt Ltd., Mumbai
Glowfab inds is a leading manufacturer of quality synthetic and blended fabrics.
 Gathering business requirements through Market surveys.
 Interface with clients for their requirements.
 Prepare schedules for daily production.
 Meeting the clients-wise turnaround time.
 Interface with HR and Finance Divisions.
 Feedback reports to Divisional Manager and respective clients.
 Conducted Training to newly joined Marketing executives on requirement gathering and analysis.
Fabricline Media and Marketing Pvt Ltd, Bangalore
Fabricline are the only makers of fabric source catalogues in India. These catalogues are useful for garment
manufacturers and exporters, in sourcing their fabric requirements.
 Understanding the client’s requirements through site visits.
 Prepare market survey plans.
 Gathering and analysis of survey results.
 Feedback reports on survey to top management.
 Part of the team to brainstorm on suitable marketing campaigns.
Udayam Publishers Ltd, Hyderabad
Udayam Publishers are Andhra Pradesh leading publications. They publish “Udayam” Telugu daily
newspaper and popular cine weekly “Sivaranjani”.
 Understanding the client’s requirements.
 Interface with the clients and book advertisement space in newspaper and magazine.
 Meeting the set targets on booking advertisement space.
 Gathering and analysis of survey results.

Oracle CRM Functional

Recommended

Recommended

More Related Content

What's hot

What's hot (16)

Similar to Oracle CRM Functional

Similar to Oracle CRM Functional (20)

Oracle CRM Functional