Siebel Capability
1
Oracle Practice Snapshot
Horizontal
Applications
Industry
Applications
New Dimension
Applications
Oracle
Technologies
1. Oracle E-Business
Suite 11i, R12,12.1
1. Oracle Life Sciences
1. OTM
2. Oracle Utilities
2. Demantra
1. SOA & BPM
2. Portal and Content
Mgmt.
3. IDM
4. Database11g
2. PeopleSoft 8.3,
9.0,9.1
Analytics
3. Siebel 7.x, 8.0
1. OBIEE
4. JD Edwards –
XE & E1
2. Hyperion
Design & Product Blue Print
Implementations, Configuration & Development
Deployment &
Maintenance
Application Management/ Operations Consolidation
Global Rollout
Co Development
Upgrade and Migration
Assessment Services
Strategic Enablers
Oracle Partnership
Investment in Oracle Solution labs to accelerate product development & solution capabilities
Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components
2
A 2500+ strong
Oracle Practice
with 200+
customers
spread across
North America,
Europe, the
Middle East,
APAC and the
ANZ regions.
Our Vertical Representation
Life Sciences
Retail and CPG
Oracle EBS. PeopleSoft, JDE, Siebel,
Hyperion, OBIEE, Fusion and DBA
Oracle Life Sciences, EBS. PeopleSoft,
JDE, Demantra, Siebel, Hyperion,
OBIEE, Fusion and DBA
Retek, EBS, PeopleSoft, JDE, Siebel,
Hyperion, OBIEE, Fusion and DBA
Fabless Mfg., VSOE, Shipment
Solution, Contract Management
Solution & InHouse©
Siebel AECM – FDA Integration for
Medical Devices reporting, Siebel for
BA/BE studies, InHouse©
Track & Trace, Merchandizing and
Point of Sale Solution
Products & Solutions
Customers
Vertical
Hitech and Mfg
3
Our Vertical Representation
Travel and Logistics
Media and
Communications
Govt
EBS, PeopleSoft, JDE,
Siebel, Hyperion, OBIEE,
Fusion and DBA
OTM, Oracle E-Bus,
PeopleSoft, Siebel, Hyperion,
OBIEE, Fusion and DBA
Siebel, Oracle EBS,
PeopleSoft, Hyperion,
OBIEE, Fusion and DBA
Siebel, EBS, PeopleSoft,
Hyperion, OBIEE,
Fusion and DBA
Products & Solutions
Customers
Vertical
BFSI
End-to-End integrated
Insurance solution
Case Management Solution
and PIIMS Solution on Siebel
4
CRM Consulting @ HCL
Cross Product Expertise to deliver World Class CRM Solution
Expertise Across
Products
Expertise Across
Processes
Lead / Opportunity
Mgmt
Campaign / Event
Service / Call
Center
Field Service
Customer Data
Mgmt
Quote / Order
Product Set Up
Loyalty
Management
Strong Capability
to Deliver
• Over 1500+ consultants across these products
• Expertise in Product Selection, Process Blue Print
• Adequate mix of Process Consultants, Architects, Business Analysts and Technical
Consultants
De-risking
Implementations
• Implementation Workbench – utilizing tools and templates to accelerate
implementation and upgrades
• Pre-built solutions to leverage best practices and reduce time to market
5
Siebel Practice @ HCL
Servicing Customers across Industries
Sample Client Engagements
Media &
Entertainment
Life Sciences
Financial
Services
Telecom
6
Retail / CPG
Hi Tech / Mfg
Services Focus
Addressing the spectrum of customer requirements across Verticals
Implementation & Roll
Outs
Upgrades &
Migration
Consulting
Application Support
7
Service Offerings Map
Service Offerings & Credentials
 GAP analysis
 Itronix – Defined the Siebel Blue Print
 GE Fanuc – Carried out the remediation assessment and
implemented a improvement road map for them
 Skandia – Process Assessment and Mapping
IMPLEMENTATION
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APPLICATION
SUPPORT
 Application maintenance
 SMASH
 Hosting
 Managed Services
 ASM – ANZ, British Telecom, Citibank, IRI, General Dynamics
 Managed Services – Hosting based - Autodesk, General Dynamics
(now only ASM)
UPGRADES /
MIGRATION
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CONSULTING
 Roadmap / Blueprint
 Remediation Services
 Assessment & Implementation
Global Process Definition
Global template definition
Data Migration
Interface development
Version upgrade
Upgrade Assessment
Package migration
Re-implementation
•8
Version 8.x – CSLB, ADJD, PTC, Dubai Customs, Telerx, Merck
On Demand – Merck, US Foodservice
Global Implementation – CSLB, Itronix
Integration – Merck, CSLB, GE Fanuc
Over 15 + upgrade projects
Version 8.x – PTC, ADJD
Version 7.x – GE Fanuc, IRI, Hewitt, Itronix, RSA,
Re-implementation - IRI
Siebel Practice
Team Profile
Tools
Modules
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

 Siebel Tools
 EAI - TIBCO,
BizTalk,
 WinRunner
 LoadRunner
 Topaz
Sales
Service
Marketing
Call Center
Field Service
eService
eSales
Analytics
eChannel
500+ Siebel
Consultants
Internal Tools
 Ezmigrate
 Elcon
 Smart Migarte
OBIEE Center
of Excellence
Across
Verticals
9
Training &
Certifications
Across
Versions
Oracle CRM On Demand Capability
Comprehensive Service Offering in Siebel CRM Landscape
People
 40+ Experts in Oracle CRM On Demand
Application
 Right mix of Project Managers, Business
Analysts and Siebel Technical
Consultants
 Dedicated CoE for Oracle CRM On Demand
Experience
Certified Advantage Partner of Oracle
Comprehensive solutions across the SOD Foot print
 Oracle CRM On Demand Workflows
 Customization
 Application Administration
 Java and Web Services
Leveraging Oracle Partnership
 To deliver accelerated solutions minimize risk
and reduce time to deployment
Implementation experience in complex SOD installations
 Business Intelligence – DBI , Data Warehousing
HCL’s Siebel Implementation Methodology
Utilizing CRP Led Approach to Built the Application
1
CRP1:
• Initial Workshop
• Set Vanilla Solution
expectations
• Gather Requirements
• Map Processes
• Gap Analysis
2
3
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
11
4
CRP4:
• Solution Validation
• Simulate Data Migration
& Integration
• CRP with actual
production data
(sample)
HCL’s Siebel Upgrade Assessment Methodology
HCL Siebel upgrade assessment methodology
Justification Analysis
Upgrade Business
planning
Assessment
Discover
 Review drivers for upgrade
 Gather future functionality
 Version selection
 Gather pain points
 Define upgrade business
plan
 Review existing user
manuals
Steps
 Gather system
documentation
 Review existing test cases
Assess
 Analyze existing
functional/technical
processes
Inputs
 Upgrade readiness
questionnaire
 Business justification
document
 Provide overview of Siebel
8.0 processes
 Analysis of existing
customizations/ interfaces
 Provide mapping of
previous customizations to
Siebel 8.0 vanilla features
 Analysis of existing
technical architecture
 Analyze various upgrade
paths
 Prepare inventory of
existing standard and
customized objects
 Prepare impact of upgrade
on interfaces
 Run HCL's 'Siebel
Complexity Analyzer'
 Typical drivers checklist
Envision
 Sizing questionnaire
 Prepare impact of upgrade
on existing objects
 Functional enhancement
document
 Complete assessment
document
 High level project plan
 Draw up H/W sizing
 Prepare Siebel upgrade
strategy
 Prepare strategy on
interface upgrades
 Recommend most effective
upgrade path
 Prepare a upgrade risk
assessment document
 Update effort estimate
 Establish success
benchmarks
 Current pain points
 Signed SOW
Recommend
 Assessment document
 Sizing questionnaire
 Output of HCL's 'Siebel
Complexity Analyzer'
 Impact on existing
functionality/objects
Outputs
 Custom development
recommendations
 Business justification
document
 Functional enhancement
document
 Complete assessment
document
 Impact on existing
functionality
 Updated SOW
 Current pain points
 Impact on existing objects
 Updated project plan
 Updated project plan
 Filled out sizing
questionnaire
* Onsite-Offshore model
 Output of HCL's 'Siebel
Complexity Analyzer'
 Custom development
recommendations
 Concrete effort estimates
 Upgrade strategy
 Interface upgrade strategy
 H/W sizing document
 Risk assessment
document
 Success benchmarks
HCL’s Siebel Upgrade Methodology
HCL Siebel upgrade methodology
Upgrade Project
Planning
 Prepare project
management plan
 Prepare staff planning
Inputs
Steps
 Update project schedule
and timelines
 Prepare quality plan
Testing
Rollout
 Product installation
 Prepare test strategy
 Promote to production
 Database installation
 Prepare test cases
 User training
 Upgrade on development
environment
 Prepare test bed
 Database migration
 Incorporate database
level changes for new
functionality
Measurement
 Evaluate performance
metrics against set
benchmarks
 Application optimization
 Perform system
integrated testing
 Track application usability
 Perform user acceptance
testing
 Performance testing
 Develop post upgrade
enhancements
 Support user testing
 Promote to testing
 Preparation of training
material
 Concrete effort estimates
 Project plan
 Project plan
 Project plan
 Project plan
 Upgrade strategy
 Project schedule
 Interface upgrade
strategy
 Resource loading sheet
 Project schedule and
duration
 Project schedule and
duration
 Project schedule and
duration
 Resource loading sheet
 Resource loading sheet
 Resource loading sheet
 Risk assessment
document
 Risk assessment
document
 Risk assessment
document
 H/W sizing document
 Risk assessment
document
 Scope document
 Project plan
Outputs
Upgrade
 Project schedule and
duration
 Resource loading sheet
 Quality plan
* Onsite-Offshore model
 Risk assessment
document
 Upgrade checklist
 Post upgrade tracker
 Training manual template
 Success benchmarks
 Design for enhancements
 Upgraded application on
development
 Unit test results
 Application promoted to
testing
 Updated post-upgrade
tracker
 Test strategy document
 Test cases
 SIT results
 UAT results
 Performance testing
results
 Training plan
 Application in production
 Optimized application
HCL Siebel ASM Approach
Seamlessly Transitioning Support to a Global Model
Transition Phase
ASSetTM
Blended Shore
Delivery
Assessme
nt
Service
Transition
Steady
State
Due Diligence
& Planning
Knowledge
Acquisition
Parallel Run
Application User
Support
Documentation
Process
Development
Steady State
Application
Enhancements
Support
Services
Transition
Planning
Siebel
Administration
New
Development
Transition
Application
Security
Siebel Vendor
Releases
Error Correction
& Testing
Disaster/Business
Recovery
Maintaining
Release Control
Changes &
Control Procs
Production
Control
SLA’s / Delivery
Dates/Schedule
Preventive
Maintenance
Training
HCL’s ASSeTTM Methodology for Service Transition
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Tools Kit for Siebel
Reusable components to reduce time to market
Tool Name
Description
Benefits
SmartMigrate
Data Migration mapping from multiple source databases to
the target database. This tool supports the migration of
Images, Graphs and Raw Data.
• Reduces the data mapping error and increases the productivity
using user friendly GUI supported by the tool
• Capable of extracting and loading data in various file formats.
SMRtMerge
Merge multiple Siebel repositories with detailed reporting on
differences across repositories
• Support parallel development for global implementation
• Reduce risks and errors related to repository merge
CompMon
This tool continuously monitors the Siebel Component like
Communication Inbound/Outbound Manager, Email Manager,
EIM, Server Manager, WF Process Manager, WF Monitor
Agent in Production Server and remote server components.
• No need for administrators to monitor as the tool will
automatically send an alert whenever there is a problem in any
of the components and hence increases the effectiveness of
resource utilization.
QueryMon
Captures Long running queries in Siebel and log it in a readily
available format for any performance analysis. Performance
correlation should be done against the counters collected
from the System Performance Monitor for the CPU, Memory
& Physical disk usage
• Can prevent potential performance issues before it arises
• Avoid bringing down users productivity by tracking the
performance of the application
EzMerge
Bulk merge of duplicate records based on defined criteria for
contacts, accounts, addresses etc.
• Reduces the time taken to identify the duplicate record.
• While merging the duplicate records tool takes care of the link
with other entities.
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5
HCL’s Siebel Practice
 Case Studies
HCL Siebel Global Clientele Footprint
across Verticals
17
GE Fanuc – Sales Service
A SIEBEL CASE STUDY
Industry: Hi-tech
CLIENT
THE SOLUTION
World headquarters in Charlottesville, Virginia, and global
operations serving customers in the Americas, Europe
and Asia; Provides software tools and hardware
components used by OEMs worldwide; Was using Siebel
7.5.2 for Sales, Service, Lead and Partner Management
processes, but the implementation had functionality and
performance issues; HCL engaged to conduct
assessment study and make recommendations for new
Architecture; Initial consulting engagement escalates to
BPR and an upgrade to the latest version in the market at
that time - Siebel 7.8

CHALLENGES / OBJECTIVES
(HCL undertook an in-depth assessment study which
revealed several key pain points in process,
technology, administration, and user adoption
areas)




To improve the process in relation to Order
Management (with a single order entry process for
all channels)
To create a central storage of very high quality
Master Data (along with appropriate Customer &
Product strategies)
To upgrade to Siebel 7.8 – a version that was
completely new in the market, with minimum
impact to the overall project plan
Complex team dynamics that would test the HCL
offshore delivery methodology to its limit – Multiple
team synchronization to deliver a single roll out for
the entire implementation
Process & Technical diagnosis of the
existing Siebel implementation, and
proposed recommendations for a
new architecture

Upgraded the entire Siebel 7.5.3
implementation to Siebel 7.8 – the
latest version in the market at the
time

Redesigned the Order Management
module to reduce existing
Customizations and make it more
OOTB
Service Areas: Application
Upgrade; Application Integration;
Business Process Reengineering
Topology: Master Data
Management; Order
Management; Data Quality
Management; Product &
Customer Master Modules
RESULTS / BENEFITS

Re-engineered the Product Master
module to implement a single Master
System (this included interacting with
systems like SAP & DWH)

Re-engineered the Customer Master
module to implement a single source
and master for Accounts & Contact
records, within the framework of
various interacting systems (like SAP
& DWH)
 BPR and implementation of
Siebel 7.8 resulted in the
company meeting high levels of
Order Releases during the very
first month of going live (which
happened to be the business year
end), gaining at least 20% more
efficiency in the very first month
itself than in their earlier Quote-toOrder process
 Lesser implementation costs
 Improved system performance
 Lesser number of failed orders
(Post Go-Live)
 Standardization of the Product Set
Up and uniformity across systems
 Reduction in duplication of
Customer Data
Client Speak…
“
… Because of the success of the project, we have been able
to turn the application over to the base support team on time
and that has freed up project resources to move on to the
next project…What work remains is being handled expertly
by your offshore team. I am where I (optimistically) hoped to
be at this point. I am very pleased with what HCL has
contributed to the project. I have since referred HCL to my
peers at GE C&I. Starting back with the feasibility study last
December, HCL has lived up to expectations in every way!
Other business units are taking notice of what we have
accomplished here. We really have a world-class Siebel
system. I look forward to working with the HCL team on the
Siebel extensions projects coming up.
- VP, CIO and Six Sigma
”
Lexis Nexis
A SIEBEL CASE STUDY
Industry: MPE
CLIENT
Is in the business of providing
authoritative legal news, public records
and business information, including tax
and regulatory publications in Online,
Printed or CD-ROM formats; Provides
these services for the legal, private
sector, public sector, academic and risk
management audiences; Operating with
13000 employees and with an annual
review of around 2 billion USD
THE SOLUTION
 Implemented: Siebel 7.8 Module for
three key CRM processes (1) Sales
Force Automation; (2) Email Response;
and (3) redesigned the entire targeted
account selling process
Service Areas: Application
Upgrade, Implementation, Support
& Enhancement; Application
Testing
Topology: Siebel 7.8 & Siebel 7.5;
Sales Force Automation; Siebel
Synchronization exchange; Siebel
Remote; Siebel Analytics
 Implemented: Siebel 7.5 to achieve
global time zone based selling
RESULTS / BENEFITS
 Implementations: (1) SSE (Siebel
Synchronization Exchange); (2) Siebel
Remote (500 Users)
CHALLENGES / OBJECTIVES
 To manage different instances and
versions of Siebel and provide
consistent support
 To unify the business process and
data between various locations and
applications – provide the capability
to up sell and cross sell to the sales
team(s)
 To rollout a unified process and
integrate data within a very short
time frame
 To leverage BI & Siebel Analytics
investment
 To integrate varied business target
selling processes across the globe
 Support & Enhancement of: (1)
Siebel 7.8 Sales Application (2) Siebel
Analytics (3) Data Management (4)
Siebel 7.8 Upgrade
 Tremendous cost savings for the
company through the use of our
Onsite / Offshore model
 Won several accolades from the
client for the implementation and
support
 By support and guidance, increased
user adoption by 30%
 Technology Benefits include
reduced data load times and
reduced cost of ownership due to
instance consolidation
 Significantly reduced the resolution
time for trouble tickets
 Developed a reusable
Knowledgebase for common
problems
Citibank Japan
A SIEBEL CASE STUDY
Industry: BFSI
CLIENT
Service Areas: Application
Implementation, Integration, Upgrade &
Migration
Data Consolidation; Process Engineering
Wanted to evaluate how healthy its CRM applications were
and what its customers experienced when they accessed
them.
HCL was engaged to enable it provide consistently wellperforming applications for customer issue management &
resolution across multiple channels. Through the years
HCL has been providing Call Center solutions helping the
bank isolate the root cause of problems and removing them
before they impact customers and the bank’s bottom line.
Topology: Siebel CRM (Call Center)
Opportunity Tracking, Sales History
Tracking, Fraud Management, and
Campaigns Modules
THE SOLUTION

HCL has been the Siebel CRM partner for the bank at Japan since the year
2000.; Over 7 years, HCL has been involved in every facet of service
related to Siebel CRM applications - implementing new modules,
application consolidation, upgrade, application support & enhancements,
and process re-engineering.

HCL developed and established a scalable, multi-channel Customer Issue
Management & Resolution system, to effectively manage and resolve
customer issues. The system would enable a 360 degree view of the bank’s
customers, for better control. This involved working with several divisions
including Telemarketing (Call Center), Credit Cards, Insurance, Loans, and
Investments.

Multiple projects included upgrading Siebel 98 to 2000; data consolidation;
comprehensive MIS reporting; unifying various disparate applications into
Siebel; integrating online web/portal interfaces with Siebel; reducing the
workload associated with investigation handling by streamlining processes;
automating the issue tracking and escalation process; developing a slew of
modules for the bank’s Divisions - capturing new customers, managing the
insurance business, managing sales details on investments, managing
Advance Money practices, and managing leads and opportunity tracking.
HCL was also involved in the structured change management effort to help
the bank accommodate to changes and help its people adapt to a new
environment
CHALLEGES / OBJECTIVES

To develop a scalable, multi channel CRM solution for
Customer Issue Management & Resolution

To provide a 360-degree view of customers for better
control

Customizations in a highly complex environment in
Japanese

Data & Process Consolidation – to unify disparate
applications into Siebel

Data/Application Integration -- to streamline processes
to reduce workload associated with investigation
handling and automate issue tracking & escalation

To simplify information access/delivery through
effective MIS

Migration to Siebel 2000 -- seamless integration for
uninterrupted business

Structured Change Management

Implementation in a foreign language (Japanese) and
working through cultural barriers
SimCorp Case Study - Analytics
SNAPSHOT
Client / Case Background

A leading supplier of highly specialized software and expertise for financial institutions and
Corporations; It develops and globally markets integrated investment and treasury management
Systems; It also offers training, competence building programs and consulting services giving
clients access to its expertise in global finance; Thus its products help customers perform the
tasks needed to stay ahead in today's international financial markets

Founded in 1971, headquartered in Denmark, the company has more than 35 years of experience
in developing solutions for the financial industry

It has subsidiaries throughout the Nordic region as well as in Belgium, Germany, Switzerland,
Great Britain, Hong Kong, Australia, Singapore and the USA.

The company has approximately 700 employees and is listed on the Copenhagen Stock
Exchange
Challenges / Objectives

To handle increased volumes of Siebel CRM and Siebel Analytics requirements and to provide a
rich knowledge base on the Out-of-Box solutions for the client’s reporting requirements

To enable a separate testing practice for Siebel and Analytics (As there was no dedicated testing
team, the domain managers spent extensive time for testing)

To develop automated test scripts as all test scripts were manually executed, which consumed an
enormous amount of time for the domain managers

One of the major objectives was to demonstrate the feasibility of HCL’s Onsite-Offshore model as
this was a first in the company’s history. (The challenge lay in the areas of remote connectivity and
process definition)

To improve processes in relation to the existing SDLC phases as there was a lack of specifications
(This was our first implementation project in Denmark)
Sector / Industry
Hi-Tech
Service Areas
Supporting the Client‘s Siebel CoE –
Application Development,
Implementation & Testing
Business Process Improvements
Topology
Siebel 7.7; Siebel Analytics 7.8;
Siebel Call Center / Siebel Analytics
– (Development, Customizations,
Extensions)
Opportunity Tracking, Employee
Activity Management, Campaign
and other modules
Application Environment
Hardware: IBM eserver xseries 460[88721rg]
OS: Windows 2003 Server on Intel
Xeon 2,8GHz,IIS Web Server on
Windows 2000 SP4
Tools:,Informatica Power Mart
5.2,Siebel Tools
7.8,eConfigurator,Microsoft
Sharepoint,QTP 8.2,Test Director
8.0
Platform: Siebel Analytics,Siebel
CRM
Connectivity: VPN, Citrix
Talk to me
www.hcltech.com
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