Oracle Service Cloud & Oracle Policy Automation implementation for Ballard Power Systems Inc.

Revenue	Deployment Location	Industry	Products
USD 30 million+	North America	High-Tech / Energy	Oracle Service Cloud Oracle Policy Automation

---

Ballard chose Speridian as their technology partner to replace ServiceMax and configure/integrate services for their new Service Management Platform built on Oracle Service Cloud and Oracle Policy Automation.

Top Customer Objectives and Challenges

• Expand and automate their service and warranty management capabilities.
• Replace their existing implementation of SalesForce – ServiceMax for the After Sales division with an industry-leading Oracle Service Cloud/OPA solution
• Enhance this customer portal functionality that was lacking Online Incident Submission and Warranty Validation functionality
• Integrate the solution with the Client’s implementation of Oracle ERP, and migrate existing data from the ServiceMax to Oracle Service Cloud and ensure the client’s After Sales division will be fully-operational by a specific date

Results

• Used Agile delivery approach with customer to rapidly design, configure, and implement
• Real-time integration with their new Oracle ERP financial & inventory solution
• Retirement of their legacy SalesForce/ServiceMax product that required too much maintenance
• Increased Customers  Satisfaction and access to information about their Installed Products and Work Items
• Training delivered to all departments on the New Services Management Platform
• Went live on schedule
• Started a multi-year support agreement to support plans to expand and build-on to their new customer-enabling strategies
• Improved work order workflow and cost tracking
• Self-service capabilities
• Improved Cost Reporting and Analytics for Quality Control and Continuous Improvement
• Rolled-out globally

Key Benefits Achieved

• ServiceMax replacement
• Oracle ERP Cloud integration
• World-class After Sales Services, converting Field Services from Cost Center into Profit Center
• 16-week implementation
• Streamlined processes avoiding work-arounds and duplicate data entry