Intuit Siebel-Salesforce Interoperation Case Study

Intuit Inc. (NASDAQ: INTU) creates business and financial management solutions that simplify the business of life for small businesses, consumers, and accounting professionals. Its products and services include QuickBooks®, Quicken®, TurboTax®, Mint.com, Demandforce®, ProSeries® and Lacerte®. Founded in 1983, Intuit had revenue of $4.2 billion in its fiscal year 2013. The company has approximately 8,000 employees with major offices in the United States, Canada, the United Kingdom, India, and other locations.

The Challenge Intuit was looking to provide a great sales experience for its 3,500 Sales and Customer Care agents. In order to achieve this, Intuit needed to reduce significant pain points challenging call center agents, including: too many screens and steps to create a quote, having to work between multiple systems to complete an order, having to wait for the two systems to synchronize, problems with data field requirements / validation errors, and overall system instability. Intuit’s call center agents have described their experience with the legacy system as: “Time Consuming. Complex. Complicated and Painful”.

While a long time Siebel Call Center and CPQ (Configure, Price, Quote) customer, Intuit selected Salesforce as the new agent-‐facing CRM application for its robust pipeline management and better user experience. Intuit carefully evaluated multiple options in its effort to deliver the most effective and efficient user experience, which included:

• Replace Siebel completely with a SaaS CPQ application (e.g. BigMachines, Apttus).

• Build in-‐house a custom CPQ application leveraging Siebel Open UI.

• Have aMind Solutions integrate Siebel CPQ into Salesforce using the aMind Web Framework and aMind Enterprise API Accelerator.

Recognizing that Siebel has many capabilities that Salesforce lacks that could not be replicated by current SaaS applications, and that Siebel already contained much of Intuit's core data and business logic, the decision became one of integration rather than replacement.

After a rigorous review Intuit chose aMind Solutions to integrate Siebel CPQ into Salesforce for its Enterprise Business Platform. The aMind solution was selected because it was customer proven with positive references and, with aMind Solutions' deep understanding of Siebel internals including complex modules for CPQ, it was the only option that had the potential of improving the agent experience and addressing Intuit's Siebel instability issues.

Customer Intuit Inc.

Headquarters Mountain View, California, United States

Industry Accounting & Finance Software

Success Highlights

• 89% Reduction in Order Capture Screens

• 60% Reduction in Order Capture Steps

• 50% Improvement in Task Handling Time

• Reduction in Agent Training Time

• Improvement in System Performance

• Acceleration in Time to Market with Reduced Project Risk & Cost

• Reduction in Ongoing Operational Costs

www . aM i n d S o l u t i o n s . c om

aMind Solutions Seamlessly Integrates Oracle Siebel and Salesforce for Intuit Inc. Powerful combination of the aMind Web Framework and the aMind Enterprise API Accelerator vastly improves Intuit’s Call Center Quoting & Ordering processes.

Solution Details

Implementation Time 6 Months

Applications

• Oracle® Siebel® 8.1x

• Salesforce®

aMind Solution

• aMind Web Framework

• aMind Enterprise API Accelerator

• aMind Professional Services

Channel Deployed

• Call Center (1,000 products & 3,500 sales and customer care agents)


INTUIT | CUSTOMER SUCCESS STORY

The aMind Solution The new architecture enabled by the aMind Web Framework and the aMind Enterprise API Accelerator integrated Intuit’s legacy Siebel CRM application with Salesforce to expose Siebel Order Management capabilities seamlessly within the Salesforce UI and enable deeper integration between the two systems.

• Siebel-‐Salesforce Process Integration: Integration of the aMind Web Framework CPQ application and UI into Salesforce brought Siebel functionality to Intuit agents. Quote and Order capabilities are now linked to Salesforce Opportunities. Account, Opportunity, User, and Authentication data and context is now passed to aMind Web Framework to seamlessly expose Siebel CPQ within the Salesforce UI. Many aMind Web Framework-‐enabled benefits, such as: smart search by product name or number, default products and pricing cached in memory, auto-‐display of applicable discounts, pricing calculation on-‐demand, “what if” product groupings, automatic quoting, automated approval triggers, improved reporting, etc.

• Salesforce.com Canvas Application Integration: The CPQ UI displays within Salesforce UI and is automatically scaled (size of the application automatically increases as the items are added or expanded). New windows overlay on top of existing Salesforce screens−allowing multiple interactions on a single screen.

• Data Synchronization: Real-‐time synchronization means Quotes can now be entered without waiting for account information to be available in Siebel. Rest API from aMind Web Framework to Salesforce supports both synchronous (Quote, Address, Account) and asynchronous (Contact, Assets) calls to and from Siebel.

• Error Handling Framework: An application messaging framework was developed to be managed in Salesforce and cached on aMind Web Framework servers. Complex system-‐generated messages are now mapped to user-‐friendly messages based on error type, info, category, etc.

• Session Management & Administration Console: Efficient workflow and session management was established. Admin Console developed for the new CPQ application enables administrators to monitor and disconnect individual user sessions across all layers: Salesforce, aMind Web Framework, and Siebel.

• Performance & Caching: Cached default configuration instance of the products and pricing in memory. Enabled running of multiple configurator sessions in parallel to accelerate application of promotions across Quote line items. Cached group-‐specific product catalog based on catalog visibility enabling instant response and type-‐ahead functionality.

• Asset Based Ordering (ABO): Siebel Assets are replicated to Salesforce to support customer service and marketing processes. Salesforce Opportunities are created behind the scenes for ABO orders to enable reporting and analysis.

• Email Quote & Tracking: Quote submission and email correspondence integrated within Salesforce. Correspondence history is available from the Contact object.

• Single Sign-‐On, Security & Compliance: Leveraged Intuit’s single sign-‐on mechanism with private key secure communication. An application security model deployed and PCI-‐compliant solution enabled during the project.

• Standard Technologies: Red Hat JBoss 5, Spring MVC Framework, JavaServer Pages and JQuery.

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The Result The aMind solution provides a single, elegant solution for Intuit’s Call Center agents. The resulting solution provides a “Better Way” for processing orders, eliminates Intuit’s pain points, and provides a higher performance solution.

Result How the aMind Solution Achieved the Result

89% Reduction in Order Capture Screens

60% Reduction in Order Capture User Actions

50% Improvement in Task Handle Time

• The number of screens and steps required to capture an order are significantly reduced: from ~18 screens to just 2 and from ~67 user actions to ~27.

• Information and decisions are now consolidated on a small number of screens which eliminates back-‐forth navigation.

• Quotes are automatically created in the background saving agent time by avoiding unnecessary screens and clicks.

• Smart features have been enabled which further streamlines the CPQ process: single-‐click product modification, manual discounting with reason selection, promotions filtering, “what if” quoting, automatic approval triggers, in screen emailing, etc.

Reduction in Agent Training Time

• Unnecessary screens and steps eliminated to make the system much easier to use and significantly reduce agent training.

• aMind’s UI has been built to intuitively guide the agent to complete transactions, minimizing training.

• User-‐friendly error messages coach the user by providing missing information or highlighting ineligibilities.

Improvement in System Performance

• Default products and pricing are cached in memory eliminating configurator sessions and improving performance.

• Multiple parallel configurator sessions reduce the time required to apply promotions to existing and new line items.

• Long running operations are performed in the background so the agent does not need to wait for them.

Acceleration in Time to Market with Reduced Project Risk & Cost

Reduction in Ongoing Operational Costs

• aMind Solutions' advanced knowledge of Siebel data models including complex models for CPQ saved the project from unnecessary development rework and considerably reduced project risk.

• Leveraging Intuit's Siebel investment and reusing existing custom business logic reduced project cost and ongoing operational costs.

• The aMind Solutions team delivered everything on time with no schedule slips or delays.

“aMind Solutions' deep understanding of Siebel internals including complex modules for CPQ provided our enterprise with a stable, high performance solution that greatly improved our sales agent experience."

-‐ Intuit

“aMind Solutions was able to seamlessly integrate what was good about Siebel in a Salesforce experience which will be both more efficient and enable our agents to focus on what is most important…their customers.”

-‐ Intuit



Success Update

Based on the success of the aMind solution, Intuit now has a streamlined and integrated Siebel-‐Salesforce solution which has increased sales and customer care agent productivity and satisfaction.

About aMind Solutions

With deep roots in the Siebel CRM and Order Management world, aMind Solutions is the leading provider of technology as well as implementation and consulting services for Oracle’s Siebel CRM solutions. By complementing and extending Siebel CRM, aMind Solutions helps companies deliver a world-‐class, seamless customer experience across all touch points – Web, partner portal, contact center, and more.

aMind Solutions 5000 Executive Parkway, Suite 495

San Ramon, CA 94583 Tel 1.925.804.6139

www.aMindSolutions.com

The Bottom Line The powerful combination of aMind Web Framework and aMind Enterprise API enabled an integration of Oracle Siebel with Salesforce that provides Intuit’s Sales and Customer Care agents with a single tool to manage customers, quotes, orders, assets − and delivers real business benefits:

• Quoting & Ordering: The aMind solution was able to both simplify and streamline Intuit's quoting and ordering process and improve the agent's sales experience while addressing their numerous pain points. With key innovations across the CPQ process, the newly integrated Siebel + Salesforce solution dramatically improved the system's functionality, as well as introduced new administration capabilities with advanced tools and features not before available.

• Agent Training: The aMind solution was able to significantly reduce agent training requirements. Quoting and ordering can be the most complex and training-‐intensive parts of an agent's job; providing an intuitive UI, guided process, and eliminating screens and steps considerably decreased that complexity resulting in reduced agent training.

• System Performance: The aMind solution offers significant and unique architectural advancements that deliver improvements to the system's overall performance. The optimizations enabled by the aMind Web Framework boosted system performance by as much as 50 percent.

• Development Time & Cost: The aMind solution not only enabled Intuit to leverage their Siebel investment, but also dramatically reduced the cost and risk of development and provided the fastest time-‐to-‐market solution for Intuit.

Intuit has been extremely impressed by both the aMind Web Framework and aMind Enterprise API Accelerator. Without changing the backend systems or the core business processes, the aMind solution was able to deliver an experience which enables Intuit sales agents to complete tasks more efficiently and focus on the customer instead of the CRM tool.

The success of Intuit’s Enterprise Business Platform project has indeed provided a great sales experience for its 3,500 Sales and Customer Care agents.

Experience The Difference To find out how your company can use the aMind Web Framework (and the aMind Enterprise API Accelerator) to integrate Oracle Siebel CRM and Salesforce to increase sales productivity, improve system performance, speed time-‐to-‐market, and reduce costs with an even more powerful CRM solution, call aMind Solutions today at 925.804.6139 or visit us at www.aMindSolutions.com.


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