Omnicell had a service manage- ment solution that was imple-mented in the late 90s. While it served well for several years, the solution was no longer upgrade-able and was running on platforms that were no longer supported. The changing nature of customer service required Omnicell to look for a new solution that provided multi-channel capability, field service mobility, stronger con-tract management features, and better integration with SAP CRM and ERP. The solution would need to address users’ requirements in various departments, includ-ing Customer Service, Technical Support, Field Service, Contracts Management, Reverse Logistics and Management Reporting. - Within 12 months, ECENTA enabled Omni-cell to successfully migrate from a legacy solution.

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