An independent, nonprofit health plan serving members across Minnesota and western Wisconsin faced a significant challenge with its internal operations. Known for its commitment to providing high-quality care and comprehensive coverage, this organization relies on robust systems to manage its services. However, a lack of integration between its Oracle E-Business Suite (EBS) and ServiceNow platforms led to inefficiencies, manual data entry, and a heightened risk of errors, putting a strain on their resources
To overcome these challenges and enhance operational efficiency, the health insurance company sought a solution that would seamlessly integrate the two systems. They turned to Traust for expert Oracle EBS consulting to develop and implement a strategy that would eliminate double data entry, streamline processes, and ultimately achieve their performance improvement goals.
The Double Data Dilemma
The company’s internal operations involved the use of ServiceNow for order processing and vendor management. However, this system did not communicate with Oracle EBS, the platform used for purchase order approvals and financial processing. This lack of integration led to a significant amount of double data entry, creating inefficiencies and increasing the risk of discrepancies between the systems.
For example, when a team member placed an order through ServiceNow, the system would generate an email that was forwarded to the procurement team. The procurement team then had to enter the same data into Oracle EBS to generate a purchase order, leaving room for errors and miscommunication. This cumbersome process did not align with the insurer’s commitment to operational excellence.
Crafting a Seamless Workflow
To address these issues, Traust implemented a comprehensive solution that integrated Oracle EBS with ServiceNow using REST API calls. Our approach focused on creating seamless data synchronization between the two systems, which involved the following key steps:
Integration via REST API: Both Oracle EBS and ServiceNow have built-in functionality to support API calls. We used JSON as the data format — a strength for our team that aligned with the client’s preferences. Given the sensitivity of the data, we implemented OAuth 2 for authentication, ensuring that all data exchanges were secure. This integration was technically complex due to the security measures on the insurance company’s side, including strict firewall configurations that initially caused numerous errors. Our team worked closely with the client’s IT department, conducting late-night troubleshooting sessions to resolve these issues. Despite the challenges, we succeeded in establishing a secure and reliable connection between the two systems.
Project Tech Stack
- Oracle Enterprise Database
- Oracle APEX
- Oracle EBS
- ServiceNow
System architecture diagram for Oracle EBS integration with ServiceNow.
Oracle APEX for Extending Oracle EBS: The insurer already had a pre-existing Oracle APEX workspace, which they used for various workflows. We capitalized on this by extending the functionality of their existing APEX applications. Instead of creating new applications from scratch, we added relevant pages to their existing supplier maintenance and purchase order request applications. This approach allowed us to develop new features rapidly, building on a stable foundation that had already been vetted and approved by the client’s cybersecurity team.
Moreover, using APEX allowed us to streamline the workflow in Oracle EBS. We leveraged ORDS (Oracle REST Data Services) to set up secure API endpoints, facilitating the smooth exchange of data between Oracle EBS and ServiceNow. This setup enabled the client’s team to maintain vendor lists directly in Oracle EBS, with any updates automatically reflected in ServiceNow, ensuring that both systems remain in sync. Additionally, ServiceNow can automatically generate corresponding purchase orders in Oracle EBS for approval—eliminating the need for manual data entry.
Collaboration and Customization: One standout aspect of this project was our ability to work within an environment of existing customizations and standards developed over decades. The insurer’s systems had been tailored to their specific needs by senior developers with deep institutional knowledge. We were able to conform to these high standards, ensuring that our work was consistent with their established practices. This was crucial for long-term maintainability and for ensuring that future developers could easily work within the same environment.
Efficiency Realized, Accuracy Ensured
The integration of Oracle EBS with ServiceNow has delivered real-world impact on the insurer’s operations. By automating the data synchronization between the two platforms, we eliminated the need for double data entry, significantly reducing the potential for errors. Now, when a team member places an order through ServiceNow, the system automatically creates a purchase order in Oracle EBS, ready for approval. This streamlined process not only saves time but also ensures that data is consistent across both systems.
Moreover, the use of Oracle APEX to extend Oracle EBS provided the client with a flexible solution that could evolve with their needs. The extended applications allow for easy maintenance and updates, making the system more adaptable to future changes. The ability to add custom functionality without disrupting existing workflows has been a game-changer, enabling them to respond quickly to new business requirements.
Extending Solutions for Lasting Impact
This project is a prime example of how Traust can help organizations leverage the power of our Oracle APEX development services to extend the functionality of their existing systems. By integrating Oracle EBS with other platforms like ServiceNow, we help our clients achieve operational efficiencies, reduce errors, and streamline workflows. Our team is always ready to tackle your next challenge, whether it involves integrating systems, developing custom enterprise applications, or enhancing your existing Oracle ERP solution.
If your organization is facing similar challenges or looking to improve the functionality of your Oracle EBS system, reach out to us. Let’s explore how we can help you achieve your goals through innovative and tailored workplace solutions. Contact Traust today to learn more.
“Traust was the best consulting team I have had the pleasure to work with. I wish I could work with Traust on every project!”
Health Insurance Plan Technical Program Manager
