Best Approach for integrating SAP CRM with Outage Management System
We are moving towards deploying Outage Management System (Oracle Utilities NMS) to help localize the fault, achieve Outage Management and a transparent network with a near-real time stats. We already have SAP ECC 6.0, ISU, SAP PI 7.0 and SAP CRM 7.0. One of the challenges we are facing is to decide how should we go about the integration of SAP CRM with Oracle's Outage Management System.
Here is a sample business scenario,
- CSR receives a call from a consumer and inquires about planned outages for a particular area.
This information is contained in the Outage Management System (OMS). OMS is SOA based and is hosted on Oracle Service Bus.
I want to know that is there any ES Bundles available for CRM-OMS integration? Should we go about Service Based Integration? What are the alternatives to Service based integration? Can it be done using BAPIs?
We receive around 1000 consumer complains and against every complain a ticket is generated in CRM. Now If CRM is integrated with OMS using SAP PI, the volume of the data being exchanged via PI is very much high and exceeds our licensed volume for SAP PI. So I do need to know the best practices for either approach that you may recommend.