Problems Faced Before ERP Implementation

Some information, coming from SAP R/three, goes straight into SAP NetWeaver BI information marts. However the remaining, which comes from various techniques that deal with billing, buyer relationship administration (CRM), mediation, provisioning, and pay as you go gross sales, goes first to a third-party extract/rework/load (ETL) system. The ETL system takes the info from each name that prospects make – each fee, each service name, and extra – and transforms it primarily based on enterprise guidelines earlier than storing it in a third-party database

About Reliance Infocomm

Reliance Infocomm is the result of the late visionary Dhirubhai Ambani’s (1932-2002) dream to herald a digital revolution in India by bringing reasonably priced means of data and communication to the doorsteps of India’s huge inhabitants.

“Make the instruments of Infocomm obtainable to folks at an reasonably priced value, they are going to overcome the handicaps of illiteracy and lack of mobility”, Dhirubhai Ambani charted out the mission for Reliance Infocomm in late 1999. He noticed within the potential of data and communication expertise a once-in-a-lifetime alternative for India to leapfrog over its historic legacy of backwardness and underdevelopment.

Working at breakneck pace, from late 1999 to 2002 Reliance Infocomm constructed the spine for a digital India – 60,000 kilometres of fibre optic spine, crisscrossing the complete nation. The Reliance Infocomm pan-India community was commissioned on December 28, 2002, the 70th – start anniversary of Dhirubhai. Today additionally marked his first start anniversary after his demise July – 6, 2002.

Reliance Infocomm community is a pan India, excessive capability, built-in (wi-fi and wireline) and convergent (voice, information and video) digital community, designed to supply providers that span the complete Infocomm worth chain – infrastructure, providers for enterprises and people, purposes and consulting. The community is designed to ship providers that can foster a brand new lifestyle for India.

Make clear

make clear CRM is the product of make clear Inc.

Buyer Relationship Administration is a complete enterprise technique, centered on the method of buying, managing, retaining and partnering with selective prospects to create superior long-term worth for the corporate and the purchasers.

In a nutshell, CRM strives to establish prospects who present the best return to the corporate, and to optimize relationships with these prospects.

CRM options –

Segmenting prospects

Responding uniquely to the very best prospects

Having a 360 diploma view, of a buyer

Measuring and driving down the price of buyer acquisition

Attracting prospects utilizing the totality of the expertise you present

Want for CRM

Clients have the higher hand in most buy transactions

They're inherently much less loyal

They've rising expectations

They not tolerate firms that don’t get the fundamentals proper

Benefits of CRM

To achieve a greater understanding of buyer’s desires and desires

Permits firms to collect and entry details about prospects’ shopping for histories, preferences, complaints, and different information to allow them to higher anticipate what prospects will need.

The purpose is to instill better buyer loyalty.

Utilized in affiliation with information warehousing, information mining, name facilities and different intelligence-based purposes

Quicker response to buyer inquiries

Elevated effectivity by way of automation

Acquiring info sharable with enterprise companions

Deeper understanding of Clients

Elevated advertising and marketing and promoting alternatives

Figuring out essentially the most worthwhile prospects

Improved services and products by way of buyer suggestions

Make clear Design Philosophy


Wherever doable guidelines are held as information within the utility


Extraordinarily simple to vary look and performance of screens

Can add new fields, tables and relationships to the database


We would like you to have the ability to keep present simply

Extremely scaleable

Excessive quantity with good response occasions

Complete and open information mannequin

Extra flexibility than most individuals want

Can use any SQL-based instruments for reporting, and so forth


Capacity to take care of multi-currency, completely different languages, and so forth

Workflow oriented

Sturdy possession paradigm so nothing falls by way of the cracks

Use of requirements

The brand new purposes embrace Make clear Buyer Portal which shops buyer info and lets prospects talk with an organization by way of strategies similar to E-mail and on-line chat. Make clear eOrder lets prospects store on-line then takes orders and manages them by way of achievement; it really works along side Make clear eConfigurator which determines buyer wants after which helps configure complicated merchandise. Make clear eMerchandising lets companies draw from buyer evaluation information and develop personalised advertising and marketing campaigns and product choices

Make clear Purposes

Name Heart: ClearCallCenter

Entrance finish for Contact Heart Brokers

Manages total buyer interplay

Can be utilized as gross sales utility or as a front-end to ClearSupport for hybrid gross sales/service. Operates in each relationship-based name facilities and high-volume, “one and completed” gross sales environments

Gross sales Drive Automation: ClearSales

Handles prospects and leads

Gross sales drive automation

Gives administration of all elements of the promoting cycle, from lead by way of accomplished order. Gives an enterprise-wide view of gross sales and assist actions in accounts for ongoing relationship administration actions

Buyer Help: ClearSupport

Is a hassle administration system

Single level of contact for service requests and drawback reporting

Complete technical assist administration system, Handles calls that contain service requests, questions, and so forth.

DSS is a knowledge warehousing division that caters to the wants of the administration by delivering very important info to enterprise customers to make well timed and correct selections for enterprise development resulting in efficient and environment friendly operations to realize a aggressive edge within the market.

DSS is a system that Collects information from a number of sources, Summarizes information as per enterprise wants and creates experiences at enterprise operations

DSS allows enterprise customers to centrally monitor and analyse info, monitor numerous occasions and allow them to react to these occasions by offering a single view of enterprise info. DSS is a business-centric information warehousing division with an built-in workflow mechanism that helps streamlined enterprise processes. It delivers excessive efficiency entry to all info and purposes on CRM, Billing, Product and Community domains.

CRM purposes delivered by a DSS allow enterprise consumer to analyse variety of prospects, developments and utilization patterns of particular person prospects, particular person buyer information, and so forth. It additionally holds details about customer support like Interplay and Instances dealt with by Name Heart, Variety of Interactions, Interplay Class, Variety of Instances, Case Standing, Case Class, and so forth.

Product purposes present all pertinent details about the utilization and efficiency of varied merchandise like SMS, R-Join, R-World and so forth.

Billing purposes present all pertinent details about the billing and excellent of RIM prospects. It holds in info of ADC Service Standing, Billing Circle, CIOU Code, Channel Code, Channel Sort, Metropolis, Buyer Sort, No.of Invoices, and No. of Funds, OG Barred Standing, OTAF Month, Cost Choice, Charge Plan, Service clever, Month clever, Zero Cost clever Billing Standing.

DSS provides three sorts of experiences specifically:

OLAP Experiences (

Enterprise Intelligence Experiences (

Advert hoc Experiences primarily based on the info requested by the enterprise consumer


The acronym ETL is used to explain the processes utilized by DSS to acquire information from exterior sources and make it usable to the DSS purposes. ETL stands for Extract, Remodel and Load.

Extraction is the method of choosing and pulling information from the operational and exterior information sources, in an effort to put together it for the warehouse. Additionally known as Information Extraction. A great extraction is predicated on a ‘Enterprise Rule’. Enterprise guidelines are utilized to information utilizing constraints.

There are two primary ways in which the extract course of is carried out. Both the system offering info will give the DSS workforce a “feeder file”. This file will than be accepted by DSS and used to load tables. The opposite possibility is for the DSS workforce to write down SQL code and really carry out in place extractions from supply techniques. In each of those instances, the timing, information quantity estimates and supply techniques impacts must be thought of

Transformation is the method of manipulating information. Any manipulation past copying is a metamorphosis. Course of consists of cleaning, aggregating, and integrating information from a number of sources.

Instance: Address1, Address2, Address3 could possibly be concatenated as one single subject.

Transformation is the most important, most complex, most useful resource intensive and most essential of DSS course of. The transformation takes uncooked, unclean, unformatted, unsynchronized, sparse, and infrequently corrupt information sources and standardizes, cleans and matches it up sufficient to make it helpful for additional evaluation.



Enterprise Objects is a reporting instrument for SQL compliant databases. It permits customers to arrange customized experiences from quite a lot of databases concurrently, which in flip facilitates superior reporting and information evaluation.

Loading is the final step within the ETL course of. Loading is nothing greater than taking the outputs from the transformation course of and placing it into an Oracle desk. The method of transferring extracted, remodeled into the info warehouse. Typically the info is loaded to the Goal desk. Goal desk holds the intermediate or ultimate outcomes of any a part of the ETL course of. The goal of the complete ETL course of is the info warehouse.


The SAP Enterprise Info Warehouse permits you to analyze information from operative SAP purposes in addition to all different enterprise purposes and exterior information sources similar to databases, on-line providers and the Web. The Administrator Workbench capabilities are designed for controlling, monitoring and sustaining all information retrieval processes.

The SAP Enterprise Info Warehouse allows On-line Analytical Processing (OLAP), which processes info from massive quantities of operative and historic information. OLAP expertise allows multi-dimensional analyses from numerous enterprise views. The Enterprise Info Warehouse Server for core areas and processes, pre-configured with Enterprise Content material, ensures you'll be able to take a look at info throughout the complete enterprise. In chosen roles in an organization, Enterprise Content material provides the knowledge that staff want to hold out their duties. In addition to roles, Enterprise Content material accommodates different pre-configured objects similar to InfoCubes, queries, key figures, traits that make BW implementation simpler.

With the Enterprise Explorer, the SAP Enterprise Info Warehouse offers versatile reporting and evaluation instruments for analyses and decision-making assist in your enterprise. You analyze the dataset of the Enterprise Info Warehouse by defining queries for Infocubes utilizing the BEx Question Designer. By choosing and mixing InfoObjects (traits and key figures) or reusable constructions in a question, you identify the best way wherein you navigate by way of and consider the info within the chosen InfoProvider. The structure of the report must be pre-defined earlier than design. Experiences are the ultimate deliverable to the customers.

The method of report definition begins with requirement and ends with its growth and testing by Enterprise Analysts. Throughout this course of the Enterprise Analysts interacts with report developer intently and tremendous tunes the outcomes in a backwards and forwards type of course of. The developer in flip technically chooses the InfoObjects (traits and key figures) already outlined within the dice that should turn into a part of the report.


“From the day we began working our enterprise, our managers had details about the site visitors, how the merchandise we launched into the market had been performing, how our prospects had been utilizing them, how we had been buying new prospects, and our buyer interactions,” Gupta explains. “All these items helped us to supply providers with decrease prices, which is among the causes we had been capable of win the market.”

SAP NetWeaver’s capacity to span company silos and supply a single view of company info lets the DSS workforce ship options rapidly and precisely. As an example, roughly 95 % of the info is loaded from non-SAP techniques, with 18 million information processed every day, and SAP NetWeaver is the important thing issue that made Reliance Infocomm’s success doable.

An combination enhances efficiency by duplicating the info from an InfoCube and storing it in a summarized kind so you'll be able to entry it rapidly for reporting. In order for you nice efficiency outcomes with experiences – and also you do – use aggregates. Utilizing SAP NetWeaver’s combination instrument allows you to improve flexibility whereas designing and might typically allow you to meet a couple of enterprise requirement with the identical mannequin.

SAP Alternatives:

1. Integration

Integration will be the best profit of all of them. The one actual challenge intention for implementing ERP is decreasing information redundancy and redundant information entry. If that is set as a purpose, to automate stock posting to G/L, then it is likely to be a profitable challenge. These firms the place integration is just not so essential and even harmful are inclined to have a tough time with ERP. ERP doesn't enhance the person effectivity of customers, so in the event that they count on it, it will likely be an enormous disappointment. ERP improves the cooperation of customers.

2. Effectivity

Typically, ERP software program focuses on integration and have a tendency to not care in regards to the every day wants of individuals. I feel particular person effectivity can undergo by implementing ERP. the massive query with ERP is whether or not the advantage of integration and cooperation could make up for the loss in private effectivity or not.

three. Value discount

It reduces value provided that the corporate took accounting and reporting severely even earlier than implementation and had put quite a lot of handbook effort in it. In the event that they didn’t care about it, if they simply did some easy accounting to fill obligatory statements and if inner reporting didn't exists of has not been fincancially-oriented, then no value is diminished.

four. Much less personnel

Similar as above. Much less reporting or accounting personnel, however extra gross sales assistants and so forth.

5. Accuracy

No. Individuals are correct, not software program. What ERP does is makes the lives of inaccurate folks or group a whole hell and possibly forces them to be correct (which implies hiring extra folks or distributing work higher), or it falls.


Although the corporate began its DSS earlier than the gross sales facet launched, it nonetheless needed to take care of a number of information sources throughout heterogeneous platforms – a standard situation for many organizations working with enterprise intelligence (BI), and a problem excellent for SAP NetWeaver Enterprise Intelligence (SAP NetWeaver BI).

Information granularity – Extra granular fashions require greater information hundreds and extra upkeep. Whereas designing a mannequin, it’s important to maintain the rules of star schema in thoughts. Star schema is mostly thought of the only information warehouse schema, and it’s characterised by very massive reality tables that include the first info within the information warehouse along side smaller dimension tables that include details about specific attributes of the info within the bigger reality desk. With this in thoughts, your mannequin ought to obtain information summarization by an element of 1:three so that you simply’re not working with greater than 33 % of your supply information.

Dimensions – Group your info objects into dimensions so that every dimension has a balanced variety of information, and put ceaselessly used traits into one dimension so you'll be able to lower down on the variety of desk JOINs wanted for the OLAP processor to churn out the info.

Information deletion – If you wish to scale, you'll want to have a data-deletion course of in place that the appliance house owners have clearly agreed to and understood, and you'll want to have the deletion course of in place on the modeling stage.

Navigational attributes – Through the use of navigational attributes in SAP NetWeaver, you'll be able to preserve information consistency when dimensions change slowly, and you may scale back data-storage necessities, however you must analyze this through the modeling stage to get the advantages.


the corporate would have been pressured to have a number of copies and completely different views of the identical information.

Implementation Timetable

1999 Varieties and begins development of fiber-optic networks Late

2002 Launches and creates first Bl utility March

2003 Has industrial launch Mid

2003 DSS begins rolling out Bl utility July

2003 Good points 1 million new subscribers Late 2003/

early 2004 Bl purposes roll out to further areas.

Six Essential Suggestions

Gupta’s preliminary decision-support workforce of three folks – augmented by BI consultants from all over the world – has now grown to 65 workers members and counting. Gupta and his DSS workforce supply some “critically essential” suggestions to these planning an SAP NetWeaver BI implementation.

1] Plan to scale. A technique or one other, all BI techniques get larger. Some get larger as a result of companies maintain producing information they don’t actually need, however most frequently merchandise, pricing, and markets turn into more and more complicated, which is true for Reliance Infocomm. In an effort to compete, the corporate should span various geographies and supply a wide range of services and products as enterprise analysts establish shifting buyer wants. As well as, the sheer development within the variety of prospects presents the obvious scalability situation. “We expect the enterprise to develop from 14 million prospects to 20 million prospects by the tip of 2006,” Gupta says. “These are the sorts of estimates we have now to work with.”

2] Contain the enterprise. Easy at first look, this elementary rule is commonly neglected however is important to a DSS. At Reliance Infocomm, every analytic utility has a enterprise sponsor who “owns” the appliance, along with enterprise analysts who assist to translate the enterprise necessities into IT implementation phrases. This all impacts how the DSS workforce units up InfoCubes for the enterprise items.

“The way you mannequin your online business requirement with SAP NetWeaver is crucial factor,” Gupta notes. “In case your mannequin is unhealthy, it’s not going to work and the knowledge is rarely going to come back out. So, mapping all your online business objects right into a multidimensional dice is crucial step – and SAP NetWeaver’s options are wonderful for modeling.”

When it’s time to construct analytic purposes, the DSS workforce builds solely options which have clear enterprise house owners connected. That is important for 2 causes: First, enterprise house owners come to the DSS workforce solely with business-driven wants (versus IT providing what it thinks the enterprise would possibly want). Second, the DSS workforce is aware of it's going to get launch assist to appropriate unexpected issues rapidly, in addition to see that the customers begin placing the purposes to make use of. What number of superior purposes are constructed annually that fail for lack of use or enterprise alignment? For this DSS workforce, that simply doesn’t occur.

three] Guarantee information belief. One other drawback with many BI installations is a scarcity of consumer belief of the techniques, and it might occur at any degree – numbers don’t match in entrance of a line-of-business supervisor or prospects on the opposite finish of the telephone dispute the knowledge obtainable to your call-center staff. Enterprise analysts, Gupta says, will be invaluable in resolving issues because the DSS workforce consolidates information from disparate techniques into layers for the InfoCubes.

“Typically there could be a drawback with the interpretation of the info,” provides Arun Dhall, lead architect for Reliance Infocomm’s DSS workforce. “For instance, whenever you take a look at the variety of prospects acquired yesterday, individuals who simply stuffed out the appliance kind could possibly be ‘new prospects,’ however as we’ve outlined it, when an individual truly registers with the community, that’s once they turn into a buyer.” It’s these frequent definitions used throughout the enterprise – particularly when the numbers are each basically correct – that construct ongoing constructive momentum for DSS purposes.

four] Delete! Delete! Delete! At three.5 terabytes (TB) in SAP NetWeaver and 30TB altogether, Reliance Infocomm’s DSS system is among the largest on the planet, however that doesn’t imply it has to develop astronomically. To fight information bloat, “We've got very clear data-retention insurance policies in place that determine how lengthy the info is saved,” Gupta says. “We've got 400 million information coming over per day, so if we had been going to retailer all this info, it might be multi-hundred TB by now.”

This once more, Gupta says, comes again to the enterprise house owners who perceive that there’s a value to protecting info and who should determine how lengthy they actually need it. From an IT perspective, this coverage not solely retains your information development beneath management, it helps drive the enterprise managers to concentrate on what they actually need from the DSS to attain the specified outcomes.

5] Don’t skimp on feel and look. Many in-house purposes are useful, however they give the impression of being horrible and are exhausting to grasp, which may adversely have an effect on the success of the appliance greater than IT bugs. “It's best to be capable of make a report that isn't sophisticated and is simple to grasp,” Gupta says. “In case you give customers a fancy report, they are going to by no means use it.” At each degree, Reliance Infocomm staff are utilizing DSS. A part of each utility rollout is end-user schooling, and the corporate is now on the level the place product managers need their very own information marts to allow them to analyze the knowledge themselves. Additionally, Gupta says, the knowledge ought to come out quick. The most important Reliance InfoCube has near 1 billion rows, and but it generates constant response occasions that permit staff act in lower than a minute.

6] At all times chase and by no means hand over. Gupta’s DSS workforce lives by this motto, which mainly implies that IT is empowered to push exhausting to search out – or chase down – solutions to any technical query or purpose. The DSS workforce could be very persistent, Gupta says, and it comes all the way down to a tradition of believing that something is feasible.

“If we are able to assume it, we are able to do it,” says Pramod Kejriwal, growth lead for the DSS workforce. “Our philosophy is we don’t imagine in giving something up very simply.” The philosophy has contaminated the enterprise house owners, too. “Something they assume they should assist do their enterprise in a greater means, they ask; they need to be fascinated with enterprise, not [whether something] is technically doable.”

Into the Future

For now, the numbers clearly converse to Reliance Infocomm’s DSS success: Greater than 1,500 lively customers throughout India, 250 concurrently, greater than 150 purposes, greater than 300 on-line analytical processing (OLAP) experiences, greater than 300 SAP NetWeaver BI experiences, greater than 200 month-to-month advert hoc experiences – all working with greater than 24TB of knowledge – which make Reliance Infocomm’s DSS, an in-house implementation, one of many largest information warehouses on the planet.

Extra basically essential, although, is the truth that enterprise customers have adopted the DSS implementation as “the one and most genuine supply of company info,” Gupta notes, which speaks to the corporate’s capacity to scale into the long run.

On the drafting board, Gupta seems to be ahead to info broadcasting and implementing inventive collaboration rooms utilizing a revamped SAP NetWeaver Visible Composer (in SAP NetWeaver 2004s), administration cockpit, planning and simulation mannequin, information mining (APD), and actively engaged on even higher-performance analytics by utilizing SAP Enterprise Intelligence Accelerator (SAP BI Accelerator; additionally a part of SAP NetWeaver 2004s) as an equipment instrument with separate hardware that may index an InfoCube, which you'll be able to then use to run very quick queries.

No matter comes subsequent, Reliance Infocomm has used SAP NetWeaver BI to create a DSS able to dealing with one of many world’s largest BI workloads – each now and sooner or later.

Challenges with SAP:

1. Costly

This entails software program, hardware, implementation, consultants, coaching, and so forth. Or you'll be able to rent a programmer or two as an worker and solely purchase enterprise consulting from an out of doors supply, do all customization and end-user coaching inside. That may be cost-effective.

2. Not very versatile

It relies upon. SAP will be configured to virtually something. In Navision one can develop virtually something in days. Different software program is probably not versatile.