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Siebel Capability
1
2
Oracle Practice Snapshot
HorizontalApplications
1. Oracle E-Business Suite 11i, R12,12.1
2. PeopleSoft 8.3, 9.0,9.1
3. Siebel 7.x, 8.0
4. JD Edwards – XE & E1
Industry Applications
1. Oracle Life Sciences
2. Oracle Utilities
New Dimension Applications
1. OTM
2. Demantra
Analytics1. OBIEE
2. Hyperion
Global Rollout
Implementations, Configuration & Development
Design & Product Blue Print
Application Management/ Operations Consolidation
Upgrade and Migration
Assessment Services
Oracle Technologies
1. SOA & BPM
2. Portal and Content Mgmt.
3. IDM
4. Database11g
Co Development
Deployment & Maintenance
A 2500+ strong Oracle Practice with 200+ customers spread across North America, Europe, the Middle East, APAC and the ANZ regions.
Investment in Oracle Solution labs to accelerate product development & solution capabilities
Oracle Partnership
Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components
Strategic Enablers
3
Our Vertical Representation
Hitech and Mfg Life Sciences Retail and CPG
Ver
tica
lC
ust
om
ers
Pro
du
cts
& S
olu
tio
ns
Siebel AECM – FDA Integration for Medical Devices reporting, Siebel for
BA/BE studies, InHouse©
Oracle Life Sciences, EBS. PeopleSoft, JDE, Demantra, Siebel, Hyperion,
OBIEE, Fusion and DBA
Fabless Mfg., VSOE, Shipment Solution, Contract Management
Solution & InHouse©
Oracle EBS. PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA
Track & Trace, Merchandizing and Point of Sale Solution
Retek, EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA
4
Our Vertical RepresentationV
erti
cal
Cu
sto
mer
sP
rod
uct
s &
So
luti
on
s
BFSI
End-to-End integrated Insurance solution
EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE,
Fusion and DBA
Travel and Logistics
OTM, Oracle E-Bus, PeopleSoft, Siebel, Hyperion,
OBIEE, Fusion and DBA
Media and Communications
Siebel, Oracle EBS, PeopleSoft, Hyperion,
OBIEE, Fusion and DBA
Govt
Case Management Solution and PIIMS Solution on Siebel
Siebel, EBS, PeopleSoft, Hyperion, OBIEE,Fusion and DBA
CRM Consulting @ HCLCross Product Expertise to deliver World Class CRM Solution
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Expertise Across Products
Expertise Across Products
Expertise Across Processes
Expertise Across Processes
Lead / Opportunity Mgmt Campaign / Event Service / Call
Center Field Service
Loyalty ManagementProduct Set UpCustomer Data
Mgmt Quote / Order
Strong Capability to Deliver
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
• 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
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
• Implementation Workbench – utilizing tools and templates to accelerate implementation and upgrades
• Pre-built solutions to leverage best practices and reduce time to market
Siebel Practice @ HCLServicing Customers across Industries
6
Hi Tech / MfgLife Sciences Financial Services Telecom Retail / CPG Media &
Entertainment
Sample Client Engagements
7
Services FocusAddressing the spectrum of customer requirements across Verticals
Implementation & Roll Outs
Upgrades & Migration
Application Support
Consulting
Data m
anag
emen
t & cl
eansin
g
Firstl
ogic, S
talw
orth
EAI
TIBCO, Webmethods, IBM MQ,
Fusion M/W
Testing & Validation
Mercury, Compuware, IBM
Rational
Analytics
/ Dat
a mining
OBIEE, C
ognos,
Inform
atica
Service Offerings MapService Offerings & Credentials
•8
Roadmap / Blueprint Remediation Services
Assessment & Implementation GAP analysis
Global Process Definition Global template definition Data Migration Interface development
Version upgrade Upgrade Assessment Package migration Re-implementation
Application maintenance SMASH Hosting Managed Services
CONSULTING
IMPLEMENTATION
APPLICATION SUPPORT
UPGRADES / MIGRATION
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
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
ASM – ANZ, British Telecom, Citibank, IRI, General Dynamics Managed Services – Hosting based - Autodesk, General Dynamics
(now only ASM)
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Siebel PracticeTeam Profile
Modules Sales Service Marketing Call Center Field Service eService eSales Analytics eChannel
Tools Siebel Tools EAI - TIBCO,
BizTalk, WinRunner LoadRunner Topaz
Internal Tools Ezmigrate Elcon Smart Migarte
500+ Siebel Consultants
OBIEE Center of Excellence
Across Verticals
Across Versions
Training & Certifications
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
Comprehensive solutions across the SOD Foot print Oracle CRM On Demand Workflows Customization Application Administration Java and Web Services
Implementation experience in complex SOD installations
PeoplePeople
ExperienceExperience
Leveraging Oracle Partnership To deliver accelerated solutions minimize risk
and reduce time to deployment
Business Intelligence – DBI , Data Warehousing
Certified Advantage Partner of OracleCertified Advantage Partner of Oracle
Oracle CRM On Demand CapabilityComprehensive Service Offering in Siebel CRM Landscape
HCL’s Siebel Implementation MethodologyUtilizing CRP Led Approach to Built the Application
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1CRP1: •Initial Workshop•Set Vanilla Solution expectations•Gather Requirements•Map Processes•Gap Analysis
2CRP2: •Pre Design Validation•Proof of Concept•Revalidate Requirements•Set forth configuration & customizations for approval
3CRP3: •Configured Solution Walkthrough•Design Validation•Key Process Champions Involved•Coverage across the process areas
4CRP4: •Solution Validation•Simulate Data Migration & Integration•CRP with actual production data (sample)
HCL Siebel upgrade assessment methodologyHCL Siebel upgrade assessment methodology
Ste
ps
Review drivers for upgrade
Version selection
Define upgrade business plan
Upgrade Businessplanning
* Onsite-Offshore model
Gather future functionality
Gather pain points
Review existing user manuals
Gather system documentation
Review existing test cases
Discover
Analyze existing functional/technical processes
Analysis of existing customizations/ interfaces
Analysis of existing technical architecture
Prepare inventory of existing standard and customized objects
Run HCL's 'Siebel Complexity Analyzer'
Assess
Provide overview of Siebel 8.0 processes
Provide mapping of previous customizations to Siebel 8.0 vanilla features
Analyze various upgrade paths
Prepare impact of upgrade on interfaces
Prepare impact of upgrade on existing objects
Envision
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
Recommend
Justification Analysis Assessment
Inp
uts
Typical drivers checklist
Upgrade readiness questionnaire
Signed SOW
High level project plan
Business justification document
Sizing questionnaire Functional enhancement document
Current pain points
Complete assessment document
Assessment document
Sizing questionnaire
Output of HCL's 'Siebel Complexity Analyzer'
Impact on existing functionality/objects
Custom development recommendations
Business justification document
Updated SOW
Updated project plan
Functional enhancement document
Current pain points
Updated project plan
Complete assessment document
Filled out sizing questionnaire
Output of HCL's 'Siebel Complexity Analyzer'
Impact on existing functionality
Impact on existing objects
Custom development recommendations
Concrete effort estimates
Upgrade strategy
Interface upgrade strategy
H/W sizing document
Risk assessment document
Success benchmarks
Ou
tpu
ts
HCL’s Siebel Upgrade Assessment Methodology
HCL Siebel upgrade methodologyHCL Siebel upgrade methodology
Ste
ps
Prepare project management plan
Prepare staff planning
Update project schedule and timelines
Prepare quality plan
Upgrade Project Planning
* Onsite-Offshore model
Product installation
Database installation
Upgrade on development environment
Database migration
Incorporate database level changes for new functionality
Develop post upgrade enhancements
Promote to testing
Upgrade
Prepare test strategy
Prepare test cases
Prepare test bed
Perform system integrated testing
Perform user acceptance testing
Performance testing
Support user testing
Preparation of training material
Testing
Promote to production
User training
Rollout
Evaluate performance metrics against set benchmarks
Application optimization
Track application usability
Measurement
Inp
uts
Concrete effort estimates
Upgrade strategy
Interface upgrade strategy
H/W sizing document
Risk assessment document
Scope document
Project plan
Project schedule
Resource loading sheet
Risk assessment document
Upgrade checklist
Post upgrade tracker
Design for enhancements
Project plan
Project schedule and duration
Resource loading sheet
Risk assessment document
Training manual template
Project plan
Project schedule and duration
Resource loading sheet
Risk assessment document
Project plan
Project schedule and duration
Resource loading sheet
Risk assessment document
Success benchmarks
Project plan
Project schedule and duration
Resource loading sheet
Quality plan
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
Ou
tpu
tsHCL’s Siebel Upgrade Methodology
Due Diligence & Planning
HCL Siebel ASM ApproachSeamlessly Transitioning Support to a Global Model
Application UserSupport
Application Enhancements
SiebelAdministration
Application Security
Error Correction& Testing
Maintaining Release Control
Documentation
Support Services
Siebel VendorReleases
Disaster/BusinessRecovery
Changes & Control Procs
SLA’s / DeliveryDates/Schedule
ProductionControl
TrainingPreventive
Maintenance
New Development
Knowledge Acquisition
Process Development
Transition Planning
Transition
Steady State
Parallel Run
HCL’s ASSeTTM Methodology for Service Transition
Transition PhaseASSetTM
Blended ShoreDelivery
AssessmentService
TransitionSteady
State
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Tools Kit for SiebelReusable components to reduce time to market
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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.
SMRtMergeMerge 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
EzMergeBulk 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.
HCL’s Siebel Practice Case Studies
HCL Siebel Global Clientele Footprint across Verticals
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A SIEBEL CASE STUDY
Industry: Hi-tech
Service Areas: Application Upgrade; Application Integration; Business Process Re-engineering
Topology: Master Data Management; Order Management; Data Quality Management; Product & Customer Master Modules
GE Fanuc – Sales Service
CLIENT
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
THE SOLUTION
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
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)
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
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
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
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
Implemented: Siebel 7.5 to achieve global time zone based selling
Implementations: (1) SSE (Siebel Synchronization Exchange); (2) Siebel Remote (500 Users)
Support & Enhancement of: (1) Siebel 7.8 Sales Application (2) Siebel Analytics (3) Data Management (4) Siebel 7.8 Upgrade
A SIEBEL CASE STUDY
Industry: MPE
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
Citibank JapanA SIEBEL CASE STUDY
Industry: BFSI
Service Areas: Application Implementation, Integration, Upgrade & MigrationData Consolidation; Process Engineering
Topology: Siebel CRM (Call Center) Opportunity Tracking, Sales History Tracking, Fraud Management, and Campaigns Modules
CLIENT
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 well-performing 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.
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
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
SimCorp Case Study - Analytics
Challenges / Objectives
Application Environment
Hardware: IBM eserver xseries 460-[88721rg] OS: Windows 2003 Server on Intel Xeon 2,8GHz,IIS Web Server on Windows 2000 SP4Tools:,Informatica Power Mart 5.2,Siebel Tools 7.8,eConfigurator,Microsoft Sharepoint,QTP 8.2,Test Director 8.0Platform: Siebel Analytics,Siebel CRMConnectivity: VPN, Citrix
Sector / Industry
Hi-Tech
Service Areas
Supporting the Client‘s Siebel CoE – Application Development, Implementation & Testing
Business Process Improvements
A leading supplier of highly specialized software and expertise for financial institutions andCorporations; 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
Client / Case Background
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)
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
SNAPSHOT
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Talk to me www.hcltech.com
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