Exception Handling Magic

EMMAX /CoCo closes all cases automatically as soon as the exception that lead to the case is resolved. So you don't have obsolete cases in the system. Using PAM and CoCo allows you to make sure all exceptions are closed in time right before the billing starts.

EMMAX provides a view of all exceptions related to a customer (or account). The Customer View can be called from anywhere in SAP IS-U. EMMAX is focused on getting the customer billed in time and NOT on individual exceptions.

EMMAX not only reduces the number of mouse clicks but also the number of cases. Using EMMAX also improves the master data. This means a significant reduction of the back-office staff. Less exception also caters for less complaints, more happy customers and a far better customer retention rate.

EMMAX Work assignment and distribution allows to work today's work today. This means that backlogs are not created and if a backlog already exists when EMMAX is implemented, it will be reduced when this approach is chosen.

EMMAX COCO automatically closes cases as soon as the exception is resolved. EMMAX CARA prevents cases from being closed without the exception being resolved. This means agents only work on actual cases and don't waste time on cases that are already resolved.

EMMAX is very efficient, based on BPEM, the standard SAP approach for exception handling in SAP IS-U. It adds all the missing components and functionality to enable a quick, consistent and easy to learn exception handling.

With EMMAX/PAM it becomes clear in time that a customer will be late billed. This gives the agents enough time to send out the bill in time.

EMMAX/BORIS is a library with way over 100 predefined,tested and well documented solution steps. The steps are designed for easy reuse in the case category configuration.

EMMAX is known for its short implementation time. Complete implementations have been performed in 2 weeks from installation to go-live. Customizing aids like Drag & Drop, predefined views including tailored solution steps help speed up adjusting EMMAX to the customer's needs. No need to configure the obvious steps. All delivered functions are ready to use, tested and well documented.

In EMMAX BPEM Cases contain views tailored to the exception allowing agents to quickly judge the exception and decide the solution required. These views already contain most of the solution steps out of the box without any customizing required. A case's look and feel is adjusted and look completely different based on the job on hand. This makes it easy for the agents to resolve the exceptions.

Fortunately we cannot take a picture like this from our support desk because we do not have one. We do not need one and we do not want one. Since EMMAX is supported through the SAP Support Infrastructure, we have exact data about our EMMAX incidents and response times. Real incidents related to published releases appear less than 2 times per Month. All of them are resolved within 2 days, and most of them same day. Many incidents could be resolved by providing the page number in the EMMAX Manual where the situation is described.

Since 2012 Excimp has asked SAP to certify EMMAX for SAP integration, and every time the process went smooth and the EMMAX code fits all SAP Requirements. This can only be achieved when the code is of a very high quality, risk free, and only changes the data using standard SAP interfaces (currently over 400).

Excimp's development and implementation approach is (and was always) based on what is now called the design thinking. It is Excimp's first nature to work that way and build what customers need. Quickest implementation took 5 days (small customer already using BPEM), longest 6 weeks.

EMMAX is a quick learning product. (New) Agents will rapidly see and understand what steps are needed. The steps are predefined and to reduce mouse clicks and risks, only the absolutely required fields are shown. The steps are accompanied by guided procedures.

With the EMMAX pending option BPEM cases that cannot be worked immediately because they are waiting for information, can be pended for a certain period, either flexible or based on settings per BPEM