HCL’s CRM Practice An Overview. Agenda Oracle Universe – CRM Practice Overview Service Offering...
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HCL’s CRM Practice An Overview. Agenda Oracle Universe – CRM Practice Overview Service Offering Siebel Center of Excellence –Implementation Methodology
Agenda Oracle Universe CRM Practice Overview Service Offering
Siebel Center of Excellence Implementation Methodology Engineering
Workbench Component Dashboard Siebel Open UI Customer Landscape
Case Studies 2
Slide 3
Oracle Universe CRM Practice Address CRM solutions across
Functions & Solutions 3 Multi Channel Mobility Driven Sales
Solutions Deployment Models Propositions & differentiatorsCross
Function Expertise 550+ Consultants across Siebel, CRMOD, Fusion
CRM & RightNow Dedicated Centre of Excellence and Lab Expertise
in CRM Blue Print / Road Map definition Adequate mix of Process
Consultants, Architects, Business Analysts and Technical
Consultants Sales, Marketing, Customer Service Call Center,
eService, Field Service Trade Promotion Management Clinical Trial
Management Implemented an end to end Sales, Service and Field
Service solution with Service Contract Management &
Entitlements Rugged Mobile Computing Global Deployment across 20
countries of Siebel for Sales, Marketing and OBIEE for a global
Pharma major based in the US CSL BEHRING Integrated Patient Support
Program across channels, to for Patient & Doctors on a cloud
based (CRMOD) solution. Global Pharma Major Siebel Trade Promotion
management for accurate forecast and performance measurements of
trade funds Leading Beverage Maker Sample Customers On PremiseCloud
Tablets Smart Phones Traditional
Slide 4
Siebel Service Offering 4 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 Hosting Managed
Services SLA Based Support CONSULTING IMPLEMENTATION APPLICATION
SUPPORT APPLICATION SUPPORT 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 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 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 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
Slide 5
Siebel Center of Excellence Creating capability to deliver
value to customers 5 Alliance Partners Develop Partnerships &
Point Solutions with Alliance Partners Continuously scan market for
new technology applications relevant to competency Alliance
Partners Develop Partnerships & Point Solutions with Alliance
Partners Continuously scan market for new technology applications
relevant to competency Proactive Expertise Building Drive vertical
solution development Build expertise in new areas like Siebel 8.0,
Loyalty Management, Siebel Self Service Proactive Expertise
Building Drive vertical solution development Build expertise in new
areas like Siebel 8.0, Loyalty Management, Siebel Self Service
Knowledge Management Best practices repository development, capture
experience, develop white papers and other documents Knowledge
Management Best practices repository development, capture
experience, develop white papers and other documents Methodologies
and Frameworks Continuous improvement of frameworks for
implementation, upgrades, rollouts, support and maintenance,
instance consolidation 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 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 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
Slide 6
HCLs Siebel Implementation Methodology Utilizing CRP Led
Approach to Build the Application 6 1 CRP1: Initial Workshop Set
Vanilla Solution expectations Gather Requirements Map Processes Gap
Analysis 2 CRP2: Pre Design Validation Proof of Concept Revalidate
Requirements Set forth configuration & customizations for
approval 3 CRP3: Configured Solution Walkthrough Design Validation
Key Process Champions Involved Coverage across the process areas 4
CRP4: Solution Validation Simulate Data Migration & Integration
CRP with actual production data (sample)
Slide 7
Engineering Workbench Tools & Accelerator to shorten
implementation cycles 7 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% Support & Maintenance Siebel Analysis
& Design Design & Development Validation & Deployment
Repository Analyzer Smart Migrate Archive & Mask Prebuilt
Solutions Product Loader eZ-Migrate Siebel Test Factory Component
Monitor Query Monitor User Preference Manager Fusion CRM Migration
Toolkit Mobile Lab Mobile Enable Siebel Application Access Siebel
via iPad and iPhone Siebel Open UI & Upgrade Lab Fully
installed Siebel Open UI environment Sample upgrade to Siebel 8.1.9
Other Key Initiatives Script Analyzer
Slide 8
Agilent Support Component Dashboard 8 Objective Automate tool
to help Siebel Admin to take proactive actions Monitor Siebel
Components and its tasks Monitor DB based tasks Alert team while
crossing threshold level Solution Component Dashboard Built on HCL
existing proprietary tools - Component Monitor, Query Monitor and
User preference manager Developed dashboard to monitor components,
DX File processes status, DB based status Developed threshold
setting provision Built on alert system to send mails to
application/ DB group. Delivered Benefits 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.
Slide 9
Siebel Open UI CoE Advantage HCL Leverage HCLs Siebel
capabilities to migrate to Siebel Open UI
Slide 10
CRM Practice @ HCL Servicing Customers across Industries Key
customers industry wise 10 Hi Tech / Mfg Life Sciences Financial
Services Telecom Retail / CPG Media & Entertainment Govt
Others
Slide 11
HCLs Siebel Practice References
Slide 12
12 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 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 Engagement Overview 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.
Slide 13
SKF: Implementation of Open UI Siebel HTIM 8.1.1.11 About the
Client Leading global supplier of products, solutions and services
within rolling bearings, seals, mechatronics, services and
lubrication systems. Listed in NYSE Operations Headquartered in
Sweden with operations all over the Globe Quick Facts Modules
Siebel 8.1.1.11 HTIM Services Customer, Opportunities &
Business Opportunities Business Need To improve Customer relations
& Operations Need a robust UI so that Users can deploy from any
browser Access application in iPad To configure Google Maps within
the Application Challenges Limited support from Vendor (Oracle) on
Open UI as it is still not saturated Highly customized Siebel
application with lot of scripted & custom objects Inconsistent
behavior on different browsers Application not fit to ipad
dimension. BIP Report and Attachment not working in iPad Solutions
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 worked on screens and
functionalities for browsers & iPad with thorough acid testing.
The application is Live with Open UI for end users Highlights All
show stoppers were addressed Reported bugs to Oracle in IP 2012,
which were addressed in IP 2013 Provided Solutions for some of the
bugs Value adds o Provided dynamic features in Open UI by
leveraging HTML./CSS expertise o Toggle Applets with Symbolic URLs
13 Open UI - IE iFrame iPad
Slide 14
Dr Peppers Snapple Group Trade Promotions Development, Upgrade
and Development 14 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 Ability to address changing business
requirements Higher TCO Leverage new technology to drive business
benefits Engagement Overview 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
Slide 15
Trade Promotion at Dr Peppers Leveraging Oracle solution Siebel
& OBIEE to drive efficiencies and effectiveness 15 Execution
Pre-promotion analysis Administration Planning New Product!
Post-promotion analysis OBIEE SIEBEL OBIEE Siebel Sales Volume
Planning (SVP) Siebel Deductions Siebel Consumer Goods Analytics
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 Increase effectiveness Increase efficiency
Benefits
Slide 16
End to End CRM Flow Leading Ruggedized Mobile Solution Provider
16 Integrate Sales, Marketing, Call Center and Field Service
Application Service Warranty and Entitlement Management Web based
Self Service
Slide 17
Disney Walt Disney Parks and Resorts Application Support /
Enhancement across instances and applications 17 Client Disney is
one of the worlds 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 Transition of the 10 Siebel
applications in 11 weeks Multiple instance and version support for
Siebel applications Shared teams support across instances
Engagement Overview 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 HCLs rich experience during the Siebel SEA to SIA up-gradation
initiative
Slide 18
SingTel: Siebel Communication Solution Siebel CRM
eCommunications Applications Deployment & Support 18 Client
Asian communications company with operations & investments in
more than 20 countries & territories with 45.7% market share in
Singapore. Key Challenges Non-existent centralized data warehouse
Duplication in data extraction, consolidation & reporting
Non-effective campaign due to repetitive data. Engagement Overview
Application Development/Enhancement Application Support Model:
Offshore / Onsite Team size: 6 Duration: 1+ yrs Landscape 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 Business Intelligence analysis Campaign effectiveness,
Business marketing Advanced analytics Management reporting
(MIS)