An implementation of iReceivables and iPayment

Marcia D. Michalik Starkey Labs, Inc.

Agenda
• • • • Overview of Functionality iReceivables and iPayment Setups Tips and Tricks Lessons Learned

About Starkey
• Starkey is the world’s largest manufacturer of custom hearing devices; we strive to provide the ‘human touch’ to hearing health care • Starkey employs about 4,000 people worldwide • We are located in 33 countries, with HQ in Minneapolis, MN

About our Customers
• Starkey distributes its products through hearing care professionals; our customers are not end users • Our customers’ profiles ranges from smaller ‘mom and pop’ shops to larger multi-location operations or ‘buying groups’ • Larger customers can have hundreds of invoices each month; each order is invoiced separately

About our Oracle Footprint
• Starkey has been using the Oracle applications since 1994 • We use Financials, Manufacturing, Engineering, Inventory, Purchasing, WIP, BOM, Cost • iReceivables and iPayment were introduced as Phase I of a larger project to migrate AR and OM off a legacy system • iReceivables is also being used for internal inquiry by salespeople, the Credit department, and customer service reps (they have no ability to transact)

Basic Functionality
• iReceivables gives customers the ability to: – View account balance and aging – invoices and credits – Match credits to invoices – Print copies of invoices and credits • iPayment provides the ability to pay online • Both are completely integrated with AR

iReceivables

Primary Screens: SEARCH

• Search by customer number, name, contact name, phone number, address or by specific transaction number • If an account has multiple addresses, all will be displayed

Primary Screens: HOME

•Use Personalization functionality to create a custom look

Starkey’s HOME screen

Can add notes to our Customers as needed.

Added links to Statement PDF files, User Help Guide

Removed reference to Disputes, Discounts, Credit Requests

Primary Screens: ACCOUNT/Detail

Primary Screens: TRANSACTION

iReceivable Setups
• Minimal functional setup required – Profile Options • FND: View Object Max Fetch Size • Currency:Negative Format • OIR: Apply Credits – Many technical activities to set up secured access to the apps through the Internet – Primary activity was defining external users

iPayment

iPayment screens

• Account Detail screen has ‘shortcut’ to pay entire account balance

iPayment screens

• A Quick Payment utilizes the last payment method that the customer used as a default for this payment

iPayment screens

• The Advanced Payment screen allows the customer to enter a new credit card or bank account or chose a previously-saved payment method

iPayment screens

• The customer receives a confirmation when their payment has been accepted.

Payment Process
• Customer makes online payment in iReceivables; authorization is realtime and a code is returned • The last-used payment method will default, but a new credit card or bank account can be entered instead • The Automatic Remittance program batches payments made through iReceivables and performs additional validations • The iPayment scheduler program transmit the batch to the processor for settlement • This same program will report whether receipts were successfully settled or if there are issues to be addressed

iPayment Setups
• iPayment Payment Administrator (web-based) setups for security, system setups, payee setups • Profile Options
– – – – OIR: Save Payment Instrument Information OIR: Maximum Future Payment Days Allowed OIR: Verify Credit Card Details AR: Mask Bank Account Numbers

• Receipt classes
– Automatic Receipt class with a payment method for credit cards and a method for ACH payments

iPayment Setups (Cont.)
• • • • Document categories and sequencing Credit card accounts within a ‘Credit Card’ bank Payment Method at Customer and Site level Setups may differ depending on configuration: – Use a Gateway or go direct to a Processor – Need to do ACH as well as credit card processing – Need to do inbound and outbound transactions

About our implementation

Tips ‘N Tricks
• Identify a technical resource to become the expert with personalizations in iReceivables. There is a LOT you can do with personalizations • Set your profile option (Currency: Negative Format) correctly so that negative numbers have the negative sign, not brackets, to facilitate exporting to Excel • Set the profile option (FND: View Object Max Fetch Size) so that all transactions can be viewed on a single page rather than scrolling through pages

Lessons Learned
• Setup of external users is done by the Party number assigned to a contact. This process may be complex depending on your customer structure. (We customized the lookup to assist with this.)

Lessons Learned (Cont.)
• The way transactions are shown can be misleading. For instance, below are two open payments. Both show a Remaining Amount of zero; the first one has the entire amount left to be applied, the second one has only $8 that hasn’t been applied.

Lessons Learned (Cont.)
• ‘Apply Credits’ functionality is not easy to use

The following example demonstrates the application of several credit memos to several open invoices…

Apply Credits Process – Initialize

• Sort by User Name • Select transactions

Apply Credits Process – Step 1

• Select the credits you wish to use • Go to the next step

Apply Credits Process – Step 2

• Select the invoices you wish to use • Go to the next step

Apply Credits Process - Error

• It can be complicated to figure out how to ‘equalize’

Apply Credits – Step 3

• Reduced the amount of the invoice to match the credits • May have to back-track through steps and de-select credits or invoices

Apply Credits – Confirmation

• Confirmation can be printed

Lessons Learned (Cont.)
• iPayment - technical configuration between Oracle, our processing provider and our network group took significantly longer than expected. • In addition to our own testing, we had to pass connectivity and data testing performed by the processor • We had to pass a strict security audit required by VISA/MC, performed by a third party, to maintain PCI compliance; this was done at our expense and audits are ongoing • iPayment is being used more widely with iStore or custom OM packages than with iReceivables; Oracle support on this integration was limited

Lessons Learned (Cont.)
• Be prepared for customers calling with technical questions about accessibility (browser versions, for instance) and be prepared to route them appropriately • Also be prepared to handle the ‘I forgot my password’ calls • A phased roll-out allowed us to work out the kinks with a select group of good customers before we opened it up to additional customers (still in the process)

In Conclusion
• Overall, setups were minimal • Implementation required more technical resources than a standard financial application implementation • There is a lot you can do with personalizations! • Its hard to hide issues when the user is your customer • Be prepared to support this new group of users who have no familiarity with the Oracle applications

Thank you!
marcia_michalik@starkey.com