OAUG Training Day Bharath Natarajan Hieu Doan Agilent Technologies Page 1 Agilent Siebel Program 4/13/2015 Agilent at a glance (FY09 Data) $4.5 Billion FY 2009 annual revenue 18,500 employees Customers in 110+ countries 60+ year heritage of invention and innovation Page 2 Agilent Siebel Program 4/13/2015 Agilent Strategic Intent Measurement solutions partner to every engineer, service provider, and scientist in the electronics and bio-analytical markets Measures of Success: Best-in-industry satisfaction and loyalty among our customers Best-in-industry leadership as measured by our employees Outpace the growth of the market Superior return to our shareholders Page 3 Agilent Siebel Program 4/13/2015 Current Landscape of Major Systems Simplified BI Reference Architecture ABRT Website Standard Reports Hyperion System 9 OBIEE+ Essbase OBIEE+ TM1 Sales Comp Query & Analysis HR DSS Calibration Global Data Warehouse OBIA Supply Chain & OM Analytics OBIEE+ EMG Operational Reports MatrixOne GL, AR APCC OBIEE+ Siebel Analytics OBIA Warehouse Informatica ETL Oracle ERP Transactional OBIEE+ SAP ERP SAP CRM Legacy Systems Informatica ETL Oracle Incentive Compensation PeopleSoft Siebel CRM Orders LSG/CAG Service & Parts Orders PLM Data Bridge Polaris Oracle ERP Planning SAP BI Orders EMG, LSG/CAG Support Agreements EMG Service & Parts Orders Page 4 Agilent Siebel Program 4/13/2015 BI@Agilent ERP Reporting Custom OBIEE solution for HR and Sales Compensation Hyperion System 9 Essbase OBIA 7.9.6.2 - Supply Chain Analytics/Procurement and Spend (In- Progress) Advanced Planning Command Center (In- Progress) Major sources – Oracle EBS, SAP, Peoplesoft, Siebel, MatrixOne and several custom applications Page 5 Agilent Siebel Program 4/13/2015 BI@Agilent CRM Reporting OBIA – Sales (including Channel) , Marketing, Call Center and Service Analytics Major Sources – Siebel CRM, Oracle ERP and Incentive Compensation Recent OBIA projects in CRM space – - Project Neptune 11/08-6/09 - Siebel 8.x & OBIA 7.9.5 - Sales, Marketing, Call Center to Americas - Project Neptune 2.0 11/09-6/10 - Siebel 8.x & OBIA 7.9.5 - Sales, Marketing, PRM, Call Center to APAC/JPN - Project Neptune 3.0 11/10-6/11 - Siebel 8.x & OBIA 7.9.5 - Sales, Marketing, PRM, Call Center to EMEA Page 6 Agilent Siebel Program 4/13/2015 Problem Statement What were we trying to solve? Sales, Marketing, Channel and Call Center businesses were completely disconnected Different regions had different tools No closed loop reporting available Lots of manually intensive processes No one view of the customer How did we solve it? Automation of data collection and aggregation Standard enterprise level business processes Scalable platforms (single CRM global instance) 360 degree view of the customer Page 7 Agilent Siebel Program 4/13/2015 Solution Approach Tool Selection Siebel CRM, PRM and BI Apps 7.9.5 were chosen • Siebel was the incumbent CRM solution for Service • Siebel provided the end to end solution for the Sales, Channel, Call Center and Marketing businesses • Pre-built Informatica ETL and Subject Areas as part of BI Apps was a very important consideration Approach • OOTB Siebel approach was taken as much as possible • BI OOTB Subject Areas were leveraged in addition to custom built Subject Areas Page 8 Agilent Siebel Program 4/13/2015 Solution Approach – Subject Areas Implemented Sales/Channel Marketing Call Center Service (existing) Pipeline Campaign & Event Analysis Service Request Analysis Service Orders Analysis Forecasting Planning & Budgeting Quote and Order Service Request Agreements Analysis Sales Rep Performance (Custom) Customer Analysis Activity Analysis Partner Analysis 10+ Segmentation subject areas Page 9 Hub Analytics (Custom) Agilent Siebel Program 4/13/2015 Benefits Achieved - Example Page 10 Agilent Siebel Program 4/13/2015 Benefits Achieved – Integrated With Siebel CRM Page 11 Agilent Siebel Program 4/13/2015 Benefits Achieved – Integrated Pipeline Reporting Page 12 Agilent Siebel Program 4/13/2015 Benefits Achieved – Segmentation Page 13 Agilent Siebel Program 4/13/2015 Sample Custom Subject Areas Sales Rep Performance • Provides comparison of pipeline, quote, forecast and actual • Data is at a monthly level for each sales rep • Snapshot data every month • Historical sales hierarchy as well as current sales hierarchy • Data from multiple sources Agilent Customer Summary • Used for Account and Contact research • Used to determine active and passive customers • Contains first and last interactions • Custom facts at account and contact levels Page 14 Agilent Siebel Program 4/13/2015 Sample Custom Subject Areas OBIEE+ OBIEE+ Customer Summary Subject Area Sales Performance Subject Area CRM Warehouse Informatica / PLSQL ETL Oracle Incentive Compensation Oracle ERP All Orders Siebel CRM Quota EMG, LSG/CAG Support Agreements EMG Service & Parts Orders Assets / Master Data Page 15 Agilent Siebel Program 4/13/2015 Customization – Sales Rep Performance SA Page 16 Agilent Siebel Program 4/13/2015 Customization – Agilent Customer Summary Page 17 Agilent Siebel Program 4/13/2015 Lessons Learned Do not try to replicate legacy reports in OBIA • New tool – New philosophy/New Approach Engage at the executive level in the business • Do not promote downloads into Excel and email to executives – Encourage the executives to use the dashboards (very important for adoption) Stagger the OLAP design and development behind OLTP if working on a large project • Go live at least a few weeks later on OLAP • Have contingency plans to pull critical reports till then Page 18 Agilent Siebel Program 4/13/2015 Lessons Learned Do not underestimate complexity of the OBIA upgrade • We did not understand the nuances of the upgrade on the ETL side until much later into the program Understand the OOTB subject areas in detail before design for customization Data validation and testing • Make sure subject matter experts from the business who understand the data are available Allocate sufficient time for report development after the initial deployment • Minimum of three months is when the report developers were able to be self sufficient Page 19 Agilent Siebel Program 4/13/2015 Lessons Learned Do not attempt a big bang roll out • Roll out one (or a few) subject areas at a time • Let power users test and build reports and dashboards Performance trumps incremental functionality • Increasing complexity at the expense of performance is not going to work. • Focus on performance from the beginning on the project Page 20 Agilent Siebel Program 4/13/2015 Page 21 Agilent Siebel Program 4/13/2015