Omnicell is recognized as a leading provider of comprehensive, technologically advanced automation that enables health care facilities to acquire, manage, dispense, and deliver medications and supplies more effectively. Omnicell automation is used from the point of entry into the hospital through the central pharmacy, nursing units, operating room, procedural areas, and patient bedsides – as well as in non-acute care sites. Omnicell is a publicly traded company, symbol OMCL.
Omnicell had a service management solution on Siebel CRM that was implemented in the late nineties. While it served its purpose well for several years, the solution was not upgradeable anymore and was running on hardware and software platforms that were no longer supported. Also, the changing nature of customer service over the years
required Omnicell to look for a new solution that provided multi-channel capability, field service mobility, stronger contract management features and better integration with SAP CRM and ERP. The solution would address users’ requirements in various departments, including Customer Service, Technical Support, Field Service, Contracts Management, Reverse Logistics and Management Reporting.
Omnicell evaluated a few vendors for their new Service Management System. In choosing SAP, Omnicell picked the solution which had a broad coverage of their requirements as well standard integration into SAP CRM and ERP. The key capabilities implemented in the solution include:
In a 12-month timeframe, Omnicell successfully migrated from a legacy solution that was in place for 15+ years to a strong new solution in SAP Hybris Cloud for Service, giving them new modern capabilities to help them enhance their customer service experience and increase revenues from their contracts sales process.