JDEDwards Customer Service
Medical & Office Supplies Dealer and Krofire
July 2002 Krofire Knowledge Enterprises Ltd won its third major
contract to implement the JDEdwards CSMS (Customer Service Management
System) and EAM (Enterprise Asset Management) in Saudi Arabia. The Client is El-Ajou Group Trading Ltd (www.elajougroup.com)
Al-Jeel division deals in Medical and Dental Supplies whilst the Parent
Company deals in Office Supplies, such as Photocopiers and Fax Machines.
The work came via our friends at JDE Senior Positions Limited.
has Offices across the Kingdom. The Go-Live for the Al-Jeel Company
scheduled for late November 2002. Krofire will be in attendance
through-out the Summer Months when temperatures will be rising to 45
degrees plus in the shade. This
Project marks the First significant outing for the Krofire CSMS
Speciality which as only recently been added to our suite of service
lines. We hope it will be the first of many.
started on the Al-Jeel side of the Business which operated on highly lucrative
deals with Hospitals throughout the Kingdom. Much of the CSMS & EAM work for Al-Jeel
was based upon paid-up Contracts that Entitled the Hospitals for Parts &
Labour Free services or Labour only charges for maintenance. Of this work a
high proportion is based upon pre-planned Preventative Maintenance visits with
a fixed number of visits per Contract. This presented a unique challenge for
Krofire. The JDEdwards OneWorld PM Scheduling is based upon the Equipment
Management modules and is not integrated with CSMS Contracts Management to the
level that Al-Jeel desired.
requirements included the tracking of Service Order Costs at Contract level
AND Product Line level, to give the Business the type of Management
Information required for Decision Making. Al-Jeel is a small business and is
destined to struggle with some of the more sophisticated systems within
OneWorld. For example, they don't use Standard Costing and their method of
Invoicing and Discounting, although not unusual to the Middle East, is
unsupported by the Best Practice system such as OneWorld. The Project Team
endeavoured to turn this juggernaut around and get it onto the right tracks
and up to the standards of Western Business Practices. Nothing could be taken
for granted. The entire Business needed to be pulled up by its boot-straps and
everything goes well with Al-Jeel then the Model developed will be applied to
El-Ajou in the middle of 2003. OneWorld will form a cornerstone of a wider
paradigm shift for the Business. It will focus on Office Automation in a
Marketplace becoming tougher through increased competition. Some of the old
certainties were disappearing from the Saudi market - the big western
suppliers of Office Equipment are now shopping around for Middle Eastern
partners offering best of breed CRM (Customer Response Management) and
Knowledge Management solutions. The plan for the Business is to introduce
Internet-based support for Customers in the Kingdom and CRM Market
Intelligence for the Major Suppliers beyond the Kingdom.
is helping to build this Business Vision for the next five years that will
ensure the continued success of El-Ajou in this new era of Globalisation.
Krofire is using the WinStream System and Best
Practice Knowledge delivery to get the Project off to the best possible start.
El-Ajou had the software for two years and failed to get the project started.
Until July 2002 the CSMS Team had never seen the software. Krofire hit the
ground running and launched into intensive training and workshops which lead
to a Tortoise and Hare scenario. The Team that was two years behind suddenly
became two months ahead!
Up | Krofire Clients | DePuy | Silent Night | The Rest | Always First | El-Ajou | Krofire Partners | VisualAssist1 | VisualAssist2 | WinStream | Industries
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