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The most comprehensive Oracle applications & technology content under one roof The most comprehensive Oracle applications & technology content under one roof
Best Prac*ces CRM Transforma*on Sydney Water Corpora*on
Siebel eU*li*es
Ashley Jagoe – Customer Strategy and Business Improvement Manager Narelle Borg – Solu<on Centre Manager IT
The most comprehensive Oracle applications & technology content under one roof
“The CMS Go-Live is one of the most successful we have seen”
Ernst & Young, CMS Program independent Quality Assurance Providers.
The most comprehensive Oracle applications & technology content under one roof
– Single view of customer (almost) – Improved responsiveness – Simplify customer interac<ons
Background
Program Objec*ves
– Risk aversion – B’case challenges (geFng the cost/benefit right wasn’t easy)
Historical Obstacles
The most comprehensive Oracle applications & technology content under one roof
Customer Management System Overview
The most comprehensive Oracle applications & technology content under one roof
SoKware Selec<on Criteria • Why Siebel eU<li<es – Proven applica<on – Locally available exper<se to deploy and support – Scalable – Support future capabili<es
• How we selected – Evaluated all op<ons – Gap analysis of capability to requirements
The most comprehensive Oracle applications & technology content under one roof
SI Partner Selec<on Criteria
Confidence in proposed personnel
Recent history of similar
deployments
Availability of skilled/
experienced personnel
Depth of industry knowledge
Depth of applica*on knowledge
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What Went Well
Sponsorship & Governance
Vendor Partners
Data Cleansing
Program Management
Risk Management
Early & Con<nued
Communica<on
Rigorous Standards
& Methods
Quality Assurance
Business
Commitment
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The most comprehensive Oracle applications & technology content under one roof
Ingredients for Success
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The most comprehensive Oracle applications & technology content under one roof
Could Have Done BeYer
Improve process don’t automate
as-‐is
Assessing Support needs
Realising all tangible benefits
Timing of OCM strategy
into ac*ons
Delivery Method &
Documenta*on
During Delivery Phase Post Go-‐Live
The most comprehensive Oracle applications & technology content under one roof
The Road Ahead
Importance of bedding down the founda*on:
– Post go live patch release implemented.
– Cri<cally evaluate enhancement requirements to maximise further efficiencies.
Looking beyond founda*on release:
– Asset roadmap and ongoing governance.
– Defining the bigger picture of future releases
The most comprehensive Oracle applications & technology content under one roof
5 Key Takeaways
2
3
5
1
4
Sponsorship: Support from top is cri*cal
Program Mgt: Tight control of project delivery
Change Mgt: Business involvement, engagement
Methodology: GeWng the right balance
Process Design: Leveraging full solu*on capability
The most comprehensive Oracle applications & technology content under one roof
Ques<ons from the floor
For more detailed discussions, connect with us via our LinkedIn profiles:
-‐ Ashley Jagoe -‐ Narelle Borg