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Transcript of 1 HCL’s Siebel Services & Solutions. 2 Section 4 Section 2 Section 1 Section 3 HCL’s Siebel...
1
HCL’s Siebel Services & Solutions
2
Section 4
Section 2
Section 1
Section 3
HCL’s Siebel Services and Solutions
HCL Methodology and Approach
Agenda
HCL’s Accelerated Implementation Solutions
HCL Industry Solutions – Life Sciences
HCL End-to-End Solutions ProviderSection 6
HCL Siebel Technical Tools and SolutionsSection 5
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HCL’s Siebel Services and Solutions
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Services across – Consulting , Package Implementation, ASM , Upgrades & Migration
Global deployment methodology for Siebel implementation & application support
Real time integration using Siebel / custom adaptors to create an integrated CRM landscape
Well define data migration approach from legacy applications to Siebel
Products
Certification
People
Customers
Industries
300+ Siebel resources
Siebel e Business Applications
Sales, Service, Marketing, Field Service
Analytics Siebel EAI, EIM
Siebel Verticals – LS, Hi-Tech, MPE, BSFI
Certified Advantage Partner
Certified Siebel Consultants
35+ customers worldwide
Life Sciences, Manufacturing, Hi Tech,
Telecom, Media & Publishing ,
Banking/ Capital Market and Insurance
Industry Partnership:
Oracle Certified Advantage Partner
EAI – Vitri and Tibco
Testing – Mercury, Interactive and Silknet
Over 35 Engagements Executed, 10000+ person months of experience
Multi-location, Multi-functional, Multi-Technology engagements
Siebel Alliance for 7+ Years10000 person month of successful Siebel Implementation
HCL Siebel Practice Highlights
5
Accelerated Implementation Solutions
Siebel CRM, MDM & Analytics
Services
HCL’s Siebel Services and Solutions
Testing / ValidationTesting / Validation
eLearning / TrainingeLearning / Training
Integration & Data MigrationIntegration & Data Migration
Implementation and UpgradeImplementation and Upgrade
Roadmap & BlueprintRoadmap & Blueprint
Business & Technology Consulting
Infrastructure SupportInfrastructure Support
Program SupportProgram Support
Technical SupportTechnical Support
Business SupportBusiness Support
Application Maintenance & Support
Siebel Solutions Lab Siebel Business Process Accelerator Siebel Business Solutions Siebel Productivity Kit
• Industry solutions building
• Product access to customers
• Product and PIP development with Oracle
• Industry specific leading practice process maps and SOPs
• Tools and Templates• Prebuilt functional and compliance
scripts
• Industry specific Fit Gap solutions and KPI dashboards
• eLearning Solutions• Training Lab
Siebel CoE
Tools, Solutions & People Building
HCL Resources Training and CertificationHCL Resources Training and Certification
Accelerated Implementation SolutionsAccelerated Implementation Solutions
Project Tools & TemplatesProject Tools & Templates
Global Data Migration FrameworkGlobal Data Migration Framework
Global Deployment FrameworkGlobal Deployment Framework
Implementation & Upgrade MethodologyImplementation & Upgrade Methodology
BSFIBSFI
MPEMPE
Hi-techHi-tech
Life SciencesLife Sciences
Industry Specific Practices
6
Accelerated Implementation Solutions
7
HCL’s Accelerated Implementation Solutions (AIS)
Siebel Solutions Lab Siebel Business Process Accelerator Siebel Business Solutions Siebel Productivity Kit
• Industry solutions building
• Product access to customers
• Product and PIP development with Oracle
• Industry specific leading practice process maps and SOPs
• Tools and Templates• Prebuilt functional and compliance
scripts
• Industry specific Fit Gap solutions and KPI dashboards
• eLearning Solutions• Training Lab
AIS framework helps customers to bring product/solutions to the market fast and leverage leading industry practices to adapt and create unique solutions
HCL’s AIS framework is developed based on HCL’s deep understanding of business and technology challenges and need
HCL refines and develops AIS components based on project implementation experience and proactive investment to transform Siebel implementation
Some of the AIS solutions are joint/co-developed by Oracle and HCL
8
SPKBPA
SBS
Siebel Solutions Lab Siebel Solutions Lab
Siebel Business Solutions
Siebel Business Solutions
Business Process Accelerator
Business Process Accelerator
Siebel Productivity Kit
Siebel Productivity Kit
SSL
Solution: IP creation, Oracle product access and product dev with Oracle.
Value: Evaluate latest Oracle products and HCL IP before deploying to reduce TCO.
Solution: IP creation, Oracle product access and product dev with Oracle.
Value: Evaluate latest Oracle products and HCL IP before deploying to reduce TCO.
Solution: Prepackaged solution stacks.
Value: Product gap fitment, enhanced processes to increase ROI.
Solution: Prepackaged solution stacks.
Value: Product gap fitment, enhanced processes to increase ROI.
Solution: Preconfigured, interactive and ready to customize training solutions.
Value: Increase user adoption thus enabling efficient change management.
Solution: Preconfigured, interactive and ready to customize training solutions.
Value: Increase user adoption thus enabling efficient change management.
Solution: Ready to customize industry leading processes and business SOPs.
Value: Faster product / solutions to market. Reduce TCO and increase ROI with prebuilt solutions.
Solution: Ready to customize industry leading processes and business SOPs.
Value: Faster product / solutions to market. Reduce TCO and increase ROI with prebuilt solutions.
HCL’s Accelerated Implementation SolutionsValue Proposition
Value Centric
AIS
Siebel Services Solutions to Market
9
AIS Components and Advantages
10
Siebel Solutions Lab (SSL)
Highlights Access to Oracle’s latest products and HCL’s
IP solutions Customer specific environments and weekly
data refresh for privacy Access to Oracle product strategy and
development group
Advantages Helps customers to understand Oracle product roadmap for in efficient planning Evaluate HCL’s IP solutions for bringing product to the market fast Evaluate prebuilt PIPs (Process Integration Packages) for integration planning Customers get quick access to the Oracle Product Development group for any
High Priority issues
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Business Process Accelerator (BPA)
Highlights Access to industry leading process maps and
SOPs Prebuilt functional and validation scripts Tools and Templates for implementation and
upgrade
Advantages Helps customers in efficient project planning and scope definition Helps bringing product to the market much faster by adopting predefined
processes and SOPs or customize them for unique solutions Helps the customers adopt leading industry business processes and there by
reduce the complexity of their application as well as the TCO Tools and Templates that are refined with multiple project experience acts as
enablers for better project management and process
Sankyo US: Spontaneous Cases from North America Region
Vic
e Pre
siden
tD
ata
Entry
Ass
ocia
teD
irec
tor
Adm
in
Start
AE receipt, fax conf., entry into
case log, create & label (may be
partial) case file
Triage
Data Entry(unless already performed by
PPD)
Case Assessment (narrative, coding,
seriousness, labeling,
reportability, and check data entry)
Serious?
Review and Closure
Fax/release case to Japan,
Germany and partner
Y
N
End
N
Prepare documents for
regulatory affairs
Y Expedited to FDA?
Approve Case
Submit to FDA via regulatory affairs
Send follow up letters as needed
A
A
B
B
12
Siebel Business Solutions (SBS)
Highlights Packaged industry and horizontal solutions Testing and validation starter kit Solutions built along with Oracle
Advantages Increase productivity by implementing prebuilt solutions Product fit gap solutions for adopting leading best practices Helps bringing product to the market much faster by adopting predefined
solutions or customize them for unique value proposition
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Siebel Productivity Kit (SPK)
Highlights Solutions and templates for efficient training to
attain better user adoption Enable proficient change management Measurable outcome based online and print-
based solutions
Advantages Robust end-to-end role based training solutions Ongoing training and measurable components Efficient deliverables using Teasers, eLearning, Summary card, etc., Predefined training processes and SOPs as an efficient Change management
tool to increase user adoption
Communication
Training
Measurement
Support and Reinforcement
Business Alignment
Change Management
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HCL’s Methodology
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HCL’s Siebel Implementation RoadmapLeveraging Offshore Onsite Delivery to Reduce TCO
HCL Siebel Implementation Methodology
PlanningDefine &
PlanRequirement
s Analysis
Construction
DesignConfigure & Prototype
DeploymentValidate &
TrainDeploy & Sustain
Onsite – 90%Offshore – 10%Savings – 22%
Onsite – 20%Offshore – 80%Saving – 50%
Onsite – 50%Offshore – 50%Savings – 30%
Phase 1PLAN
Phase 2 DEFINE
Phase 5CONFIGURE
Phase 7DEPLOY
Phase 4 DESIGN
Phase 8 SUSTAIN
Accelerated Implementation Solution
Project / Risk Management
Engagement Management
Change / Release Management
Siebel eRoad Map
Phase 3DISCOVER
Phase 6VALIDATE
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Industry Solutions -Life Sciences
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Practice Overview
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Global provider of IT Services
Over 55000 employees
$5 Billion in revenue
Offices in 18 countries
Works on large scale global implementation / support engagements
2500+ strong Oracle Practice
Expertise across the Oracle Product suite
Strong focus on Life Sciences – partner with leading Pharmaceutical & Medical Devices companies
1500+ domain & technology consultants addressing Ethical, Generics & OTC segments
Working with 9 of the top 15 global innovator Pharma companies ; and 7 of the top 10 global medical devices companies
Dedicated COE for Clinical Data Management & CTMS
HCL TechnologiesHCL’s Oracle
PracticeLife Sciences
Practice
HCL’s Life Sciences and Oracle Practice
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HCL’s Life Sciences Practice
CliniCOTS, Panax Finder, RxCube, easy labeling, CrosSView, ELM, MQMS, WIXA
9 of the top 15 global innovator pharma companies7 of the top 10 medical devices companies
1500 + strong team of domain and technical consultants
Industry Segments
Key Clientele
Global PartnershipsTokushima University, Supercomputing center for Bioinformatics & Computational Biology, IIT Delhi
Consultants
IPR & Solution frameworks
Pharmaceutical, Biotech, Medical Device, Healthcare Service Providers & ISVs
Quality and ProcessesBS 7799
ISO 13485; 2003, AAMI SW68-2001, ISO14971, IEC 60601 DICOM, HL7, 21 CFR Part 11, 21 CFR Part 820 & SOX ComplianceCertifications & Capabilities
DIA , CDISC, ACDM, SCDM, AdvaMedMemberships
Domain-centric Approach - Consultants with 6-30 years work experience with Global Life Sciences & Healthcare OrganizationsCustomer facing AM/RMs from leading B-Schools like Kellogg's, Wharton, AIM-Manila, IIMs etc
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Life Sciences IndustryChallenges & Key Drivers
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The Challenges
Life Sciences Industry
Life Sciences Industry
Drug Pipelines Drying Up
Intense Competition
Margins Under
Pressure
Diligence In Compliance
Issues
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Key Drivers
Business Drivers
Pricing Pressures
Field
Sal
es O
perat
ions
Effici
ency
Restrictive Regulatory
Environments
Maximizing Commercial Success
Clinical Trial Efficiency
IT D
rive
rs
Inconsistent, Siloed CRM
Systems
High Maintenance Costs Due To Multiple
Archaic Systems
Increased IT Spend Due To Increased
Customization
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HCL’s Life Sciences SFA Solutions
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Robust SFA from Oracle – Siebel Pharma
• Extensive domain expertise
• Strong Siebel Competency & knowledge of Siebel Pharma
iPharma - For Rapid Deployment of a Robust CRM Solution
Strength in Siebel / Life Sciences
• Advanced Siebel CRM Solution for the Pharma Industry – Sales Force Management
• Readily deployable, User-friendly CRM system
• Empowers Pharma companies to manage Sales Force effectively
Siebel iPharma
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HCL-Siebel Industry SolutionsLife Sciences: SFA
I-Pharma Modules
Territory Management
Account & Contact Mgmt
Activity Mgmt.Report
Analytics
Expense, Quota & Incentive
Management
Event Management
Differentiators
BenefitsSales ForceSales Force MarketingMarketing ManagementManagement
Better Visibility & Control
Increased Sales Force Effectiveness
Territory Analysis &KOL Management
Compliance to Gift Reporting Laws
Implementation & ROI Analysis
Strategic Decisions &Track Productivity
Enhanced customer focus &Productivity
User friendly & intuitive work flows
Efficient TL Management
Timely feed back to Sales Rep
Instant real time access to sales team activities
Efficient Time Management
Real Time ROI Analysis
Promotion Effectiveness
Customer Feedback
Improved Customer Segmentation
Brand Trend Analysis
Program Implementation Analysis
Activities are created by Ops Team & assigned to Sales Rep. Easy assignment and realignment
of calls
Activities are created by Ops Team & assigned to Sales Rep. Easy assignment and realignment
of calls
Manage and leverage KOL relationships. Call list with frequency for KOL, SK and products to
be discussed
Manage and leverage KOL relationships. Call list with frequency for KOL, SK and products to
be discussed
DM activities, dual days, team details and others can be tracked.
DM activities, dual days, team details and others can be tracked.
Formal feedback and online coaching process Formal feedback and online coaching process
Training and coaching needs of sales team can be analyzed and planned
Training and coaching needs of sales team can be analyzed and planned
Support for Ops Team
Support for Ops Team
KOL Management & Call List
KOL Management & Call List
District Manager Support
District Manager Support
Feedback and Coaching
Feedback and Coaching
Knowledge ManagementKnowledge
Management
Aids in planning, analyzing and tracking of territory sales objectives on a periodic basisAids in planning, analyzing and tracking of
territory sales objectives on a periodic basis
Evaluate potential, estimate sales, segment, benchmark and plan
Evaluate potential, estimate sales, segment, benchmark and plan
Real time call scheduling with alerts in a convenient way
Real time call scheduling with alerts in a convenient way
Call reporting process is automated, less time consuming, aids in call details & Rx analysis,
samples management
Call reporting process is automated, less time consuming, aids in call details & Rx analysis,
samples management
Territory Objectives Management
Territory Objectives Management
Account ProfilingAccount Profiling
Call PlanningCall Planning
Call Reporting & Activity Management
Call Reporting & Activity Management
Relevant details automatically populatedRelevant details automatically populatedExpense
ManagementExpense
Management
Events ManagementEvents Management Plan, design, reminder and ROI of events, budget tracking, alerts, Comparative analysis
Plan, design, reminder and ROI of events, budget tracking, alerts, Comparative analysis
26
iPharma SFA Processes - Sample
STARTGo to
Call ListSelect a Contact
Record Date & Duration
Record Call Objective and
Post-call notes
Any change in product(s) detailed?
Change product(s)
detailed
Any change in sample(s) dropped?
Change sample(s) dropped
Record samples
dropped & Elec. Signature
Any change in promotional item(s)
dropped?
Change promotional
item(s) dropped
Is it a Joint Call?Check the
Joint Call box
Report Call
NoNoNoYes
No Yes Yes Yes
END
STARTGo to
Master Data
Select Team Member(Users)
Click “Create Activity”
Activities created in Call
List as per Metrics
END
Syndicated Data
Define Territories
Allocate Territories
Plan Calls
Plan Programs(Campaigns &
Events)
Execute Calls
Execute Programs
Report Calls
Report Programs
Manage Accounts
Manage Contacts
Activity Management
Reports
Load Syndicated
Data
Sales Operations
Management
Expense Management
Quota & Incentive
Management
Call Reporting Process Activity Creation Process
SFA High-Level Process
Operations Management
Customized in iPharma
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Sales Force
Marketing Team
Management Team
•Analysis & Tracking of Marketing Programs Implementation
•Better Customer segmentation and direction of Marketing
inputs
•Brand Trend Analysis & Best practices
• User friendly & intuitive work flows
• Instant real time access to Sales team activities
• Better Insights into Customer Rx trends
• Efficient TL Management
•Timely Feedback to Sales Rep
•Better visibility & Control
•Instant access to Territory wise / Region wise &
consolidated reports
•Efficient Territory & KOL Management
•Productivity of sales team & Managers can be tracked
•Best practices sharing
•Implementation & ROI Analysis
Benefits of iPharma
28
HCL’s Life Sciences Validation Solutions
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HCL-Siebel Industry SolutionsLife Sciences: IV & V Starter Kit
Good Computer Practice in Life Science Manufacturing delineates GCP, GLP, and GMP regulatory requirements and provides guidance from seasoned practitioners on how to fulfill them. The complexities surrounding the validation of a wide variety of automated systems including Siebel requires set of scripts to validate the compliance of the system.
HCL’s Siebel IV&V Starter Kit is set of validation scripts and processes. Its features are:
Preconfigured based on Siebel Life Sciences functional areas
Easy to customize based on customer implementation
Automated and ready use out-of-the-box package
Background
Description
A Snapshot
Business Benefits
Facilitates faster implementation or upgrade of Siebel LS apps by reducing validation cycle
Prepackaged and automated for easy deployment to reduce time to market
Enables efficient validation planning and execution to comply with regulations
30
HCL’s Life Sciences FDA Integration Solutions
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HCL-Siebel Industry SolutionsLife Sciences: e-MDR
FDA & CDRH have initiated electronic Medical Device Reporting (eMDR) to enable industry partners to voluntarily submit medical device adverse event reports electronically.
HCL’s Siebel eMDR Tool is a plug-in for Siebel AECM module. Its features are:
Automates the submission of regulatory reports to FDA through its Electronic Submissions Gateway (ESG)
It populates data from fields and generates XML
• Automatically directs the XML to FDA Gateway and accepts acknowledgements from FDA
Background
Description
Siebel AECM
Field Data
FDA Gateway Server(ESG)
FDA Gateway Server(ESG)
CDRH eMDR
eMDR Tool
FDA
1
2
3
XML Strea
m
1
2
3
Acknowledgement from ESG on message delivery
Acknowledgement from ESG on submission to CDRH
Acknowledgement from CDRH on loading of submission into AE database
A Snapshot
Business Benefits
Facilitates speedy reporting to FDA
Automatically accepts and routes FDA acknowledgements to database
Guaranteed reporting as communication takes place directly with FDA’s ESG Server
32
HCL-Siebel Industry SolutionsLife Sciences: AERS
FDA has mandated the electronic submission of Adverse Events Reports through its Electronic Gateway Server. This requires industry partners to voluntarily submit Adverse Event reports electronically to the FDA.
HCL’s Siebel AERS Tool is a plug-in for Siebel AECM module. Its features are:
Automates the submission of regulatory reports to FDA through its Electronic Submissions Gateway (ESG)
It populates data from fields and generates XML
• Automatically directs the XML to FDA Gateway and accepts acknowledgements from FDA
Background
Description
A Snapshot
Business Benefits
Facilitates speedy reporting to FDA
Automatically accepts and routes FDA acknowledgements to database
Guaranteed reporting as communication takes place directly with FDA’s ESG Server
Siebel AECM
Field Data
FDA Gateway Server(ESG)
FDA Gateway Server(ESG)
HCL’s Siebel AERS Tool
1
XML
1
2
Acknowledgement from ESG on receipt of submissionAcknowledgement by AERS system after the report is processed
3
CDERCDER
Evaluation Center
AERS SystemAERS
System
2
33
HCL’s Data Integration and Migration Solutions
34
Business Benefits
Facilitates real-time and batch integration with Market applications (IMS, Cegedim, ERP etc)
Built-in failover and Error handling for easy identification & resolution of issues
Highly scalable and multi-country deployment
Most Pharma companies exchange data between the CRM and external systems (IMS etc..), Internal systems (SAP, MDM, Clinical etc..). The HCL Integration framework helps builds the interfaces based on past experiences in the Pharma Industry.
HCL’s Siebel Integration Framework is a Integration strategy to help customer’s build on a proven set of standards and methods Its features are:
Identifies technologies for real-time & batch integration between systems
Leverages existing methods for integration between CRM and external systems
• Ensures Process integrity between systems by re-using components
Background
Description
HCL-Siebel Industry SolutionsLife Sciences: Integration Accelerator
35
A governance framework that involves key stakeholders from Business and IT
Migrate data fast, over the network, and without disrupting its business critical applications
Maintain Data Quality and Integrity during migration
Ensuring zero data loss
Minimize impact on other enterprise applications
Reusable and scalable Data migration framework
HCL-Siebel Data Migration Accelerator
Advantages
Description Data Migration Process
A governance framework that involves key stakeholders from Business and IT
Minimize business impact during data migration
By Introducing technologies that can be reused, less resource dependent and avoid manual intervention
Data Migration components that is reusable, scalable and adaptable for multi-region/ country deployments
Proven data migration methodology Significant reduction of extraction and loading time A modular approach to Data Migration where each module
is independent of the other (Extraction, De-Dup & Load) Zero Data Loss: HCL’s Data Migration knowledge and
technology framework enables Zero Data Loss ETL tool based migration to reduce development and data
migration effort Minimum impact to existing business - Delta data loads to
migrate data after initial load HCL’s pre-built Siebel EIM data load component
Challenges
36
HCL Siebel Technical Tools & Solutions
37
HCL Siebel Technical Tools & SolutionsReducing the Time to Upgrade and Implementation
Tool Name Description Benefits
Upgrade Relevan
cePhase
Mapping
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. HIGH
Construction
ELCON – Easy LayoutConverter
This tool converts the web template layout to the GRID Layout for Form Applets Alignment after upgrade (when upgraded from Siebel 7.5 to higher versions).
•Automated positioning of controls reduces the effort taken for alignment and there by reduces the cost.
MEDIUMConstruction
LOV Loader
Helps in bulk upload of LOVs across various environments and has a routine to upload hierarchical LOVs too.
•Increases users productivity to upload LOVs instead of creating it manually.•Useful while setting up the environment MEDIUM
Construction
EzyMigrate
Tools for Migrating static data for standard Siebel entities like views, responsibilities, position, employee and product.
•Easy to use by the end users•Saves lot of time while setting up different environment as well as for initial upload of data into a new environment MEDIUM
Construction
CrossFITIt's a Cross platform framework which focus on SOA/Middleware testing LOW
Construction
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HCL Siebel Technical Tools & SolutionsReducing the Time to Upgrade and Implementation
Tool Name Description Benefits
Upgrade Relevanc
ePhase
Mapping
Component Monitor
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. LOW
Deployment
Query Monitor
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
LOW
Construction/ Deployment
Password Encryption
Encrypts/Decrypts the password from the COM program connecting to Siebel. This tool uses Advanced Encryption Standards (AES - RijnDael 128-bit algorithm) for encryption and decryption of data and can be implemented in PERL, SQLPLUS, SQLLDR, VB and EXCEL MACRO
•Securing the login credentials of the application user ids that is both cost-effective, relatively easy to implement and maintain. LOW
Construction
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. LOW
Deployment
Product Loader
To Upload Product information across environments – along with the class and attribute relationship
•Easy to use by the end users•Relationship between the products, classes and attributes are maintained when creating products MEDIUM
Construction
39
HCL End-to-End Solutions Provider
40
Technical Issue Resolution
FU
NC
TIO
NA
L C
OM
PE
TE
NC
E
TECHNICAL COMPETENCE
H
I
G
H
L
O
W
HCL as CRM Strategy Partner
HIGH
CRM COERequirement Definition
Functional Design
Application Architecture / Environment Sizing
Siebel Development
Integration Development
Analytics & Reports Development
Testing
Training
Application Administration
Application Enhancements
Siebel Server Administration
Decommission & Data Migration
Application Monitoring
HCL as CRM Implementation Partner
LOW
Technical Design
Planning Exploration
Business Helpdesk
Application Hosting
Implementation Support & Maintenance
CRM Blue Print / Road Map
HCL End-to-End Solutions Provider CRM Implementation Components
Deployment
MDM Development
Time
HCL: CRM Strategy Partner
HCL: Implementation Partner
HCL: Support Partner
HCL as CRM Support Partner
41
Key Differentiators
HCL Advantage
Multi-Service Integrationand Service Innovation
Forward Looking Customers
Business Outcome Based Pricing
Innovative Partnership Structures
42
Talk to me www.hcltech.com