Upgrade Capability Presentation

HCL AXON’s Oracle Siebel Practice

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HCL AXON Enterprise Application Services

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Oracle Customers across Industries

Our clientsOur clients

FunctionsFunctions

Engagement typesEngagement types

• Siebel 7.X to 8.X upgrade for a leading PLM engineering and content management solutions provider

• End-to-end Siebel CRM implementation and support, and development of home grown CRM applications for the world's largest bank

• End-to-end application support and clinical trials systems management for 2 of the world's largest pharmaceutical companies

• Development & maintenance of the unique "Multi-Client Siebel" system for the world's largest HR multi-services provider

• CRM application support for the largest bank in the ANZ region • Greenfield implementations for one of the largest internet

providers in Saudi Arabia • Greenfield implementation for the largest telecom service provider

in Saudi Arabia

• Siebel 7.X to 8.X upgrade for a leading PLM engineering and content management solutions provider

• End-to-end Siebel CRM implementation and support, and development of home grown CRM applications for the world's largest bank

• End-to-end application support and clinical trials systems management for 2 of the world's largest pharmaceutical companies

• Development & maintenance of the unique "Multi-Client Siebel" system for the world's largest HR multi-services provider

• CRM application support for the largest bank in the ANZ region • Greenfield implementations for one of the largest internet

providers in Saudi Arabia • Greenfield implementation for the largest telecom service provider

in Saudi Arabia

Sales, Service, Marketing, Call Center, Field Service, eService, eSales, Analytics, eChannelSales, Service, Marketing, Call Center, Field Service, eService, eSales, Analytics, eChannel

• 500+Siebel Consultants• Expertise in Product Selection, Process Blue Print• Adequate mix of Process Consultants, Architects, Business

Analysts and Technical Consultants• Multi-location, Multi-functional, Multi-Technology engagements

across the globe

• 500+Siebel Consultants• Expertise in Product Selection, Process Blue Print• Adequate mix of Process Consultants, Architects, Business

Analysts and Technical Consultants• Multi-location, Multi-functional, Multi-Technology engagements

across the globe

Propositions & differentiatorsPropositions & differentiators

Siebel Practice - Snapshot

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Intended for customers with huge volumes of data being managed by their Siebel application

Intended for customers with huge volumes of data being managed by their Siebel application

Upgrade Service Offerings Map

OU Siebel Upgrade

Offering

OU Siebel Upgrade

Offering

Version UpgradeVersion Upgrade

Package migrationPackage migration

Upgrade assessmentUpgrade assessment

Upgrades with Application Enhancements

Upgrades with Application Enhancements

Over 30+ upgrade projects across verticals

Experience

Upgrade specific accelerators, templates, methodologies and reusable components

Upgrade to the higher version and create additional functional enhancements as per the customer’s unique requirements..

Upgrade to the higher version and create additional functional enhancements as per the customer’s unique requirements..

Older Siebel versions to newer versions with minimal data migration and enhancements

Older Siebel versions to newer versions with minimal data migration and enhancements

Assess the need and readiness of their Siebel application upgrade from an organizational, change management, functional, and technology perspective.

Assess the need and readiness of their Siebel application upgrade from an organizational, change management, functional, and technology perspective.

Version upgrade to 7.x, 8.x and reimplementation

More than 150 resources with Experience in Siebel Upgrade projects

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Siebel Upgrade Capabilities: Overview

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Siebel 8.0 Key FeaturesCritical Enhancements to be Explored During Upgrade

User Interface Enhancements User interface enhancements improve data quality and business processes by

implementing task UI Addition of icons to the screen tabs Redesign of application and screen home pages New interface for search

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Server Management Enhancements Parameters are categorized into “Normal”, “Hidden”, and “Advanced” More parameters can be changed without requiring a server restart The Siebel File System can be partitioned across multiple servers Components and tasks may now be paused and resumed

Security Enhancements Audit Trail - Performs audits when a record is read, exported, deleted, or

updated Access Control - Manages access to a set of Siebel objects Authentication - Manages user authentication for secure application access

leveraging the security adapter Encryption - Support encrypting individual fields using AES or RC2

Siebel Business Rules

Allows users to create and enforce rules that capture business policies

Rules are expressed in natural English

Rules are developed by client-side configuration

Migration Tools Kit for SiebelReusable 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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Tool kits

& T

emplates

Value Portal

Proce

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Accelera

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Reusable Assets

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HCL Value PropositionOur Credentials to Ensure a Risk Free Upgrade

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Upgrade Methodology

Assessment Services

Project Management

Focus

Tools & Accelerators

Upgrade Center of Excellence

• Robust methodology - End-to-End Siebel upgrade process

• Follows the best practices suggested by Oracle• Customized on the basis of HCL’s experience with Siebel

upgrades for different customers

• Assessment focus on both functional & technical changes

• Functional Gap Analysis Assessment to leverage on the vanilla

• Technical Assessment to analyze every customization & recommend upgrade path and define upgrade size

• Upgrade Methodology leverage HCL OMS• Upgrade executed as a define project rather than set of

technical steps in order to ensure project goals are achieved

• Risk Planning & Mitigation based on assessment outputs

• HCL upgrade experience converted into set of tools & accelerators

• De-risking upgrade projects• Templates to capture information across the Upgrade

Life Cycle

• Leveraging HCL Upgrade Experts – a shared pool of Sr. consultants to mitigate risk

• Constant innovation of tools & templates for upgrade• Monitoring Oracle’s direction on new products and

impact on existing versions

Upgrade Client Cases

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A SIEBEL CASE STUDY

Industry: Hi-Tech

Service Areas: Application migration & Integration, upgrade and ASM

Topology: Siebel 8.0; Data Consolidation & Integration; Data Mapping

Upgrade 7.X to 8.X

CLIENT

A leading Product Lifecycle Management (PLM), Enterprise Content Management (ECM) and dynamic publishing solutions to more than 50,000 customers worldwide. For more than two decades, It has delivered industry-leading software solutions to enterprise and small business customers spanning multiple industries..

Required a technology partner to work together with its US based configuration team, to upgrade its existing Siebel 7.8 version to Siebel 8.0. This complex task also involved upgrading RDBMS and Third party software. This required highly specialized Technical and functional skills.

The key driver is that the initial engagement was required to be completed by July 2008, and HCL had very limited time to perform the upgrade implementation plan to specific timelines and schedules

CHALLENGES / OBJECTIVES

HCL was given very limited time within which to understand the existing business process and functional requirements and had a tight time line to deliver this upgrade.

Assessing the existing Siebel environment and evaluate the complexity involved to perform upgrade

Assess Business process and functional redesign

Evaluate the methodology adopted for performing ICL repository merge on custom modified UI objects.

Thorough knowledge on the siebel 8.0 Upgrade process and Post-Upgrade tasks for successful implementation

THE SOLUTION

Created an effective assessment document based on thorough understanding of their existing business process and prior upgrades performed.

Implemented upgrade process based on the HCL COE upgrade methodology.

Created templates and checklists to effectively track the upgrade process

Ensured Siebel recommended best practices were implemented

Created User Manuals and Design Documents for the Configuration team (including design best practices) and provided training

RESULTS / BENEFITS

Tremendous technical & cost advantages for our client. Our success has led to an increased scope in work, with the company contracting HCL for additional engagements across its vast technology landscape

New project(s) – Siebel PRM Portal implementation

Ramp up of the HCL team from 3 to 10+ members

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

Sales Service - Upgrade

CLIENT

Our client has 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)

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Implementation, Upgrade & SupportA 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

Our 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

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RESULTS / BENEFITS

Key benefits - seamless integration of systems for uninterrupted business; streamlined processes that strategically embrace a customer’s entire experience -- from issue notification to resolution; maximized performance due to reduced response times; and a 360 degree view of customers for better control.

HCL’s critical role can be further seen in the following:

Expanded CRM Footprint - Consolidated multiple legacy applications into a common CRM platform; Unified sales and service functions; Today the application supports over 1500 users across multiple business units

Flexible Resourcing Models - Provided a stable core support team in the onsite-offshore model (10 members); Flexible team ramp-ups / ramp-downs for development – built around the core support team. (Peak strength: 35); Supported other HCL teams working on the bank’s projects e.g. independent testing and validation, database tuning, process consulting, content management, etc.

Specific Siebel Competency Center built for the bank - Built specific Siebel Center of Excellence; Ability to retain specific Siebel knowledge; Ability to leverage on the CoE to quickly ramp-up or handle resource rotation / movement

Application Performance Management - Improved application performance. E.g. improved application performance for ‘Address Change Batch Process’ from 1 day to less than 30 min; Impact analysis for application performance as part of all enhancements and development activities; Using available support hours for periodic performance tuning activities.

Data Loads Automation - Automated regular data load processes; This has helped release 10% of support hours for other critical activities ;Data archival automation

Beyond Siebel Support - Implemented a complex password encryption module for the interfaces; Implemented the ‘Read Audit’ functionality in Siebel

Client Speak…

HCL Technologies - the people who know every bit and piece inside and outside of Siebel. Their enormous effort to build up each programming script, module and database is the foundation of this project.

- Manager GCB O&T, Japan Operations

I really appreciate your work. You clearly managed the requirements and completed all the necessary changes on schedule. I believe that your great work made approximately 900 Siebel users happy and improved their productivity.

- VP, GCB

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Thank you