HCL’s CRM Practice
An Overview
Agenda
• Oracle Universe – CRM Practice Overview
• Service Offering
• Siebel Center of Excellence
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Implementation Methodology
Engineering Workbench
Component Dashboard
Siebel Open UI
• Customer Landscape
• Case Studies
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Oracle Universe – CRM Practice
Address CRM solutions across Functions & Solutions
Propositions & differentiators
Cross Function Expertise
 550+ Consultants across Siebel, CRMOD, Fusion CRM & RightNow
 Sales, Marketing, Customer Service
 Dedicated Centre of Excellence and Lab
 Expertise in CRM Blue Print / Road Map definition
 Call Center, eService, Field Service
 Trade Promotion Management
 Adequate mix of Process Consultants, Architects, Business Analysts and
Technical Consultants
 Clinical Trial Management
Multi Channel – Mobility Driven Sales Solutions
Deployment Models
On Premise
Cloud
Tablets
Smart Phones
Traditional
Sample Customers
Implemented an end to end
Sales, Service and Field
Service solution with Service
Contract Management &
Entitlements
Global Deployment across
20 countries of Siebel for
Sales, Marketing and OBIEE
for a global Pharma major
based in the US
Integrated Patient Support
Program across channels, to
for Patient & Doctors on a
cloud based (CRMOD)
solution.
Rugged Mobile
Computing
CSL BEHRING
Global Pharma Major
Siebel Trade Promotion
management for accurate
forecast and performance
measurements of trade funds
Leading Beverage
Maker
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Siebel Service Offering
CONSULTING
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IMPLEMENTATION
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Roadmap / Blueprint
Remediation Services
Assessment & Implementation
GAP analysis
Global Process Definition
Global Template Definition
Data Migration
Interface Development
 Singapore Telecom – Defined the Siebel Marketing Blueprint
 GE Fanuc – Carried out the remediation assessment and
implemented an improvement Road Map
 Skandia – Process Assessment and Mapping
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Version 8.x – CSLB, SingTel, PTC, Dubai Customs, Merck
On Demand – Merck, US Foodservice, Land O Lakes, Havells
Global Implementation – CSLB, General Dynamics , Itronix
Integration – Merck, CSLB, GE Fanuc
APPLICATION
SUPPORT
 Application Maintenance
 Hosting
 Managed Services
 SLA Based Support
 Dr Peppers, Land of Lakes, British Telecom, SKF, General
Dynamics
 Managed Services – SKF, Autodesk
 SLA Based Support – Dr Peppers, IRI, Merck
 Co-sourced – Yahoo, McAfee, CSL Behring etc
UPGRADES /
MIGRATION
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Version Upgrade
Upgrade Assessment
Package Migration
Re-implementation
Over 30 + upgrade projects
Version 8.x – Dr Peppers, PTC, ADJD, Wolter Kluwers
Version 7.x – GE Fanuc, IRI, Hewitt, Itronix, RSA,
Re-implementation - Skandia
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Siebel Center of Excellence
Creating capability to deliver value to customers
Proactive Expertise Building
• Drive vertical solution development
• Build expertise in new areas like Siebel 8.0,
Loyalty Management, Siebel Self Service
Alliance Partners
• Develop Partnerships & Point Solutions with
Alliance Partners
• Continuously scan market for new
technology applications relevant to
competency
Methodologies and Frameworks
• Continuous improvement of frameworks for
implementation, upgrades, rollouts, support and
maintenance, instance consolidation
Develop Delivery Accelerators
• Templates, accelerators and re-usable tools
based on project learning & understanding of
customer needs
• Kits & Templates for Product to Product
Migration
Competency Development
• Drive competency development and Training in
the team, in both technical and functional areas,
specific to industry and customer requirements
• New technology, skill competency building
Knowledge Management
• Best practices repository development, capture
experience, develop white papers and other
documents
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HCL’s Siebel Implementation Methodology
Utilizing CRP Led Approach to Build the Application
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CRP1:
• Initial Workshop
• Set Vanilla Solution
expectations
• Gather Requirements
• Map Processes
• Gap Analysis
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CRP2:
• Pre Design Validation
• Proof of Concept
• Revalidate
Requirements
• Set forth configuration &
customizations for
approval
CRP3:
• Configured Solution
Walkthrough
• Design Validation
• Key Process Champions
Involved
• Coverage across the
process areas
CRP4:
• Solution Validation
• Simulate Data Migration
& Integration
• CRP with actual
production data
(sample)
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Engineering Workbench
Tools & Accelerator to shorten implementation cycles
Analysis &
Design
Repository
Analyzer
Siebel
Design &
Development
Validation &
Deployment
Support &
Maintenance
Smart
Migrate
Archive &
Mask
eZ-Migrate
Component
Monitor
Prebuilt
Solutions
Product
Loader
Siebel Test
Factory
Query Monitor
Script Analyzer
Fusion CRM Migration
Toolkit
User Preference
Manager
Results Achieved:
• Implementation time reduced by 15% - 20%
• Upgrades accelerated by over 20% - 25%
• Support Automation tools improve productivity by 10% - 15% and reduce ticket count by 5% - 10%
Other Key Initiatives
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Mobile Lab
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Mobile Enable Siebel Application
Access Siebel via iPad and iPhone
Siebel Open UI & Upgrade Lab
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Fully installed Siebel Open UI environment
Sample upgrade to Siebel 8.1.9
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Agilent Support – Component Dashboard
Objective
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Automate tool to help Siebel Admin to take proactive actions
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Monitor Siebel Components and its tasks
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Monitor DB based tasks
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Alert team while crossing threshold level
Solution – Component Dashboard
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Built on HCL existing proprietary tools - Component Monitor,
Query Monitor and User preference manager
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Developed dashboard to monitor components, DX File
processes status, DB based status
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Developed threshold setting provision
Built on alert system to send mails to application/ DB group.
Delivered Benefits
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Simplified Dashboard web page for monitoring Siebel Components and its tasks
Easy to add or remove components from monitoring
Operating system important parameters like CPU usage, RAM usage and Disk Usage are available in the dashboard
Application Url availability tracked and monitored using this tool
Simple UI to set threshold value for each component tasks and Database query values
Alert Notification for reaching threshold values for any component running tasks, O/S CPU Usage, Pending DX files, DB blocking sessions
Easy to port the tool to any Siebel environment
Cost of implementation - 20K USD that included 3 resource effort for one and half month. The benefits will be leveraged for HCL clients.
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Siebel Open UI CoE – Advantage HCL
Leverage HCL’s Siebel capabilities to migrate to Siebel Open UI
Upgrade Lab
• Ability to carry out Proof of Concept for Siebel Open UI and Mobility
• Upgrade Lab to deliver low cost upgrade with reduced time to market
• Rich pool of accelerators and frameworks to deliver risk free upgrades
Extensive Ability in Mobility
• Strong capability in delivering mobility solutions– dedicate Mobility Practice
• Experience in delivering mobility solution for Siebel using Siebel Wireless and Siebel Remote
clients
• Delivered a proof of concept for deploying Siebel on iPad and iPhones
• Google Map and HTML Integration as part of the Proof of Concept for one of our Pharma client.
• Implementation of Open UI for one of the world’s largest asset management company.
• Detailed Open UI assessment done for one of the leading Manufacturing Client. Implemented
and is LIVE.
Strong Presence in the Major regions
• Extensive Sales reach in the all regions to work with Oracle sales team
• Good relationship and several co-sell clients in the region
• Strong presence in Siebel / CRM OD in the APAC region
• Large Siebel Practice with over 500 consultants
CRM Practice @ HCL
Servicing Customers across Industries – Key customers industry wise
Media &
Entertainment
Life Sciences
Financial
Services
Telecom
Retail / CPG
Hi Tech / Mfg
Govt
Others
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HCL’s Siebel Practice
References
Client
As the world's premier measurement company, Agilent offers the broadest range of innovative measurement solutions
in the industry. The company's four businesses - Chemical Analysis, Life Sciences, Diagnostics and Genomics, and
Electronic Measurement — provide customers with products and services that make a real difference in the lives of
people everywhere. And at Agilent Research Laboratories, it conducts research that anticipates customer needs and
produces breakthroughs that power growth.
Key Challenges
Engagement Overview
• Web/phone based transition of
project with minimal artefacts.
• Support of Multiple Geographical
users.
• Support of Multiple instances of
Siebel applications
• Shared teams support across
instances
• Scale of Operation – Across US,
APAC, EU
• Service Provided– Application/ Env
Support/ maintenance in Managed
Service Program
• Coverage – 24*7 support for 120+
apps in Oracle, SAP and Other tech.
• Model: Offshore / Onsite
• Siebel Team : 26/ Total team: 400+
• Duration: 1+ yrs. – ongoing for 5 years
Landscape
• Siebel 8.0.0.9
• Siebel CTI using CISCO through
SAP BCM
• IBM Data Stage & Maestro
• Oracle 11g
• Windows Server 2003(SP2)
Benefits Delivered
• Increased customer satisfaction by providing 24 X 7 support, by leveraging the onsite/offshore support model
• With 100+ jobs/integrations with external system, implemented tool based job monitoring and alert during failovers
has reduced the manual interventions
• Deployed the HCL developed “Server-Application” dashboard, that broadcasts the server and application health
factors in short intervals to the IT stake holders.
• Identified the Problem areas and applied the preventive fixes that helps in huge traction of redundant incidents.
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SKF: Implementation of Open UI
Siebel HTIM 8.1.1.11
Business Need
About the Client
Leading global supplier of
products, solutions and
services within rolling
bearings, seals,
mechatronics, services
and lubrication systems.
Challenges
Listed in NYSE
 Operations
Headquartered in
Sweden with operations
all over the Globe
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To improve Customer relations & Operations
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Need a robust UI so that Users can deploy from any browser
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Access application in iPad
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To configure Google Maps within the Application
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Limited support from Vendor (Oracle) on Open UI as it is still not saturated
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Highly customized Siebel application with lot of scripted & custom objects
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Inconsistent behavior on different browsers
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Application not fit to ipad dimension.
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BIP Report and Attachment not working in iPad
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Performed a detailed study on the way Open UI works in various browsers.
 Prepared a detailed finding report based on application component behavior in various
browsers
Solutions
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worked on screens and functionalities for browsers & iPad with thorough acid testing.
 The application is Live with Open UI for end users
 All show stoppers were addressed
 Quick Facts
Highlights
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Reported bugs to Oracle in IP 2012, which were addressed in IP 2013
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Provided Solutions for some of the bugs
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Value adds
o Provided dynamic features in Open UI by leveraging HTML./CSS expertise
o Toggle Applets with Symbolic URLs
Modules
 Siebel 8.1.1.11 HTIM
Services Customer ,
Opportunities &
Business
Opportunities
iFrame
iPad
Open UI - IE
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Dr Peppers Snapple Group
Trade Promotions Development, Upgrade and Development
Client
Dr.Peppers Snapple Group is leading producer of flavored beverages in North America and Caribbean. They have
more than 50 brands which are synonymous with refreshment and flavor.
Key Challenges
Engagement Overview
• Ability to address changing
business requirements
• Higher TCO
• Leverage new technology to
drive business benefits
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Application Development
Application Support
Upgrade
Staff Augmentation
Model: Offshore / Onsite
Team size: 4 - 20
Duration: 4+ year - ongoing
Landscape
• Siebel 7.7 / Siebel 8.1
• TIBCO,
• Siebel EAI / EIM
Benefits Delivered
• Streamlined application support around Siebel TPM and other surrounding application (SAP, TIBCO etc)
• Successful upgrade of Siebel TPM from 7.7 to 8.1 (on time, cost and effort)
• Provide flexibility to ramp up and ramp down teams as per the business requirements
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Trade Promotion at Dr Peppers
Leveraging Oracle solution Siebel & OBIEE to drive efficiencies and effectiveness
Execution
SIEBEL
OBIEE
Pre-promotion
analysis
Administration
Planning
OBIEE
Post-promotion
analysis
Siebel Sales Volume Planning (SVP)
Siebel Deductions
Siebel Consumer Goods Analytics
Benefits
Increase
effectiveness
Increase
efficiency
• Develop accurate forecasts that incorporate trade
promotions
• Measure performance of trade promotions:
• Communicate trade promotion within organization
• Fund auto-generation
• Track estimated and actual spending on each trade
promotion
• Support for ROI calculations
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End to End CRM Flow
Leading Ruggedized Mobile Solution Provider
• Integrate Sales, Marketing, Call Center and Field Service Application
• Service Warranty and Entitlement Management
• Web based Self Service
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Disney Walt Disney Parks and Resorts
Application Support / Enhancement across instances and applications
Client
Disney is one of the world’s leading providers of family travel and leisure experiences, providing millions of guests each
year with the chance to spend time with their families and friends making memories that will last forever.
Key Challenges
Engagement Overview
• Transition of the 10 Siebel
applications in 11 weeks
• Multiple instance and version
support for Siebel applications
• Shared teams support across
instances
• Application
Development/Enhancement
• Application Support
• Staff Augmentation
• Model: Offshore / Onsite
• Team size: 6
• Duration: 1+ yrs. - ongoing
Landscape
• Siebel 8.1 & Siebel 7.7
• IBM Data Stage & Maestro
• ASP.NET
Benefits Delivered
• Increased customer satisfaction by providing 24 X 7 support, by leveraging the onsite/offshore support model
• With 100+ jobs/integrations with external system, implemented tool based job monitoring and alert during failovers
has reduced the manual interventions
• Able to share the HCL’s rich experience during the Siebel SEA to SIA up-gradation initiative
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SingTel: Siebel Communication Solution
Siebel CRM eCommunications Applications Deployment & Support
Client
Asian communications company with operations & investments in more than 20 countries & territories with 45.7%
market share in Singapore.
Key Challenges
Engagement Overview
Landscape
• Non-existent centralized data
warehouse
• Duplication in data extraction,
consolidation & reporting
• Non-effective campaign due to
repetitive data.
• Application
Development/Enhancement
• Application Support
• Model: Offshore / Onsite
• Team size: 6
• Duration: 1+ yrs
• Siebel 8.1.1.5 eCommunication
& OBIEE
• Subject areas: Subscription,
Usage, Revenue, Membership &
Loyalty, Sales & Marketing,
Contact Center
Benefits Delivered
The Solution will help SingTel gain strategic edge in the following areas
• Strategic decision making
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Business Intelligence analysis
Campaign effectiveness, Business marketing
Advanced analytics
Management reporting (MIS)
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Talk to me
www.hcltech.com
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