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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Service Offerings MapService Offerings & Credentials

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

CONSULTINGCONSULTING

IMPLEMENTATIONIMPLEMENTATION

APPLICATION SUPPORT

APPLICATION SUPPORT

UPGRADES / MIGRATIONUPGRADES / 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 25 + 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)

Team Profile

Modules Sales Service Marketing Call Center Field Service eService eSales Analytics eChannel

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

Tools Siebel Tools EAI - TIBCO,

BizTalk, WinRunner LoadRunner Topaz

Internal Tools Ezmigrate Elcon Smart Migarte

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.

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.

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Tool kits

& T

emplates

Value Portal

Proce

ss Libra

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Accelera

tors

Reusable Assets

Case Studies

Provider of enterprise market solutions

CHALLENGES / OBJECTIVES

Basically maintains 2 types of Revenues - Expected Revenue & Booked Revenue. [Expected Revenue is revenue generated from Opportunity. Booked Revenue is revenue generated once an Agreement is approved].

These revenues were not available to the manager in a single place. During Pipeline Management budgeting, revenues were collected from various sources like Siebel and MART Database. The sales team prepared the data in Excel sheets and uploaded this in Share Point for further use. Therefore real-time data was not available to the management.

The objective therefore was To view all revenues (Expected, Booked and

Plan) at one place. That the manager should be able to roll-up

revenues of his subordinates and should have the ability to update any revenue figure

CLIENT

Provides enterprise market solutions for Consumer Packaged Goods, Retail, and Healthcare industries; Offers superior consumer insight and market intelligence by using inbuilt products like “Infoscan” and “Consumer Network” to track retail operations, consumer attitudes and behavior; Has operations in the United States, Europe, Latin America and several other countries.

A SIEBEL CASE STUDY

Industry: MPE

Service Areas: Application Support & Maintenance; Application Implementation

Topology: Siebel 7.8.2; Siebel Forecast Module for Expected, Booked, and Plan Revenues; [Windows Platform]

THE SOLUTION

Initially, we were asked to streamline the process through MART (Oracle Discoverer) or through Macros. However, we recommended using the Forecast module in Siebel. We created a prototype and gave a demo to the Business group on how Forecast in Siebel works, and how the existing business problem could be addressed. They were confident to make the change and we progressed.

The Siebel Forecast module was able to overcome the existing challenges mainly because:

Expected Revenue from Opportunity is already available to Forecast

Revenue can easily be rolled-up for the management

Implementation of this module has avoided the manual process of collecting information from various databases, and consolidating and maintaining the Excel sheets

Though managers were comfortable in continuing with the old forecasting process [using spread sheets], we were able to change their mindset, which actually proved to be the biggest challenge that we successfully overcame..

RESULTS / BENEFITS

Senior Management can directly view revenues associated with their subordinates in real-time

The managers can roll-up revenues and can update any values

Budgeting turnaround time has decreased considerably

On a daily basis, the data from Siebel is refreshed to MART, where reports are generated and Users can get their customized reports

This has reduced the workload of Siebel Administrators, now that all revenues are accessible to managers at a single place

A SIEBEL CASE STUDY

Industry: Hi-tech

Service Areas: Application Development, Implementation & Testing; Business Process Improvement

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

A leading supplier of specialized software for financial institutionsCLIENT

A leading supplier of highly specialized software and expertise for financial institutions and Corporations; Develops and globally markets integrated investment and treasury management Systems; Also offers training, competence building programs and consulting services giving clients access to its expertise in global finance; Headquartered in Denmark and has subsidiaries throughout the Nordic region as well as in Belgium, Germany, Switzerland, Great Britain, Hong Kong, Australia, Singapore and the USA; Has approximately 700 employees

CHALLENGES / OBJECTIVES

To handle increased volumes of Siebel CRM and Siebel Analytics requirements and 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

THE SOLUTION

Supporting the company’s Siebel CoE in order to handle increased volumes of Siebel requirements

Developed 100 Analytics Measurements using Siebel Analytics, and Informatica Power Mart 5.1.2

Enabled Siebel Analytics Best Practices and streamlining Development, Test & Production environments for Siebel CRM and Siebel Analytics

Implemented Oracle and suggested Performance Action points for Siebel CRM

Provided process definition to effectively manage the testing practice. The definition involved defect tracking, reporting and resolution processes, and the manual test script baselining process

Prepared test plans and test cases for each release cycle

The connectivity challenges were successfully countered by the VPN connectivity, and appropriate process definitions were set to enable smooth execution through the onsite-offshore model

Executed test scripts during the release cycle and regression phase. Also, smoke testing was performed during database upgrades and new environment setup

A time tested process was defined for Siebel Analytics report testing

Constructed Use Case models for new requirements and converted them to manual test scripts

Converted manual test scripts to automated test scripts using Mercury Tools

Monitored the testing cycle and environment setup and facilitated the smooth execution of test labs in the Onsite-Offshore model for Siebel testing

Our first implementation project in Denmark

The modeled Siebel Analytics repository and SRMW is now inline with Siebel Analytics Best Practices for the Hi-Tech industry

Significantly reduced developmental efforts for enhancements by modeling the schema

Substantial savings in operational costs through the onsite/offshore model

Increased customer confidence by demonstrating successful onsite-offshore model and seamless working of two teams through uninterrupted VPN connectivity

Efficient execution of test scripts by use of automation tools like Mercury QTP

Provided consultancy for improvements in business processes (introducing efficiency & transparency in business processes).

Restructuring of activity flow to track progress on processes like testing and defect reporting

RESULTS / BENEFITS

A Leading Bank in SingaporeA SIEBEL CASE STUDY

Industry: BFSI

Service Areas: Application Development, Implementation & Integration

Topology:Siebel CRM (eFinance); Opportunity Tracking, Service Request, Activities, Order Taking, and Campaigns Modules

CLIENT

total assets of S$144 billion and operations in 15 countries/territories; Dominant presence in Consumer & Business banking segments in Singapore and Malaysia.had implemented Siebel for Consumer Banking users in Singapore in 1999, decided on Siebel 7 for Business and Consumer Banking users in Malaysia in 2005.All units - GTB,EB and BB CSC slated to achieve organization goals & objectives of systematically planning, tracking the success of new products and campaigns to increase returns for key clients. Overall, to deliver better customer service to corporate customers as customer interactions were to be captured in a single system

CHALLENGES / OBJECTIVES

Develop a scalable, multi channel CRM solution for Customer Service Request Management

Provide a 360-degree view of customers for better control

Synchronizing Malaysia and Singapore User requirements

Application Integration – Integrating the CRM Application with HOST systems (Online and Batch mode) for the ‘Latest Customer’ and ‘Product Holding’ related information

Streamlining processes to reduce workload associated with investigation handling and to automate issue tracking & escalation

Integrating Siebel CRM application with Avaya IVR for multiple scenarios

THE SOLUTION

Provided an Onsite Technical team with an Onsite Project Manager & Business Analyst

Interacted closely with the Business Community to understand their business needs during requirement gathering and translating those business requirements into Technical solutions

Lower Life Cycle costs in meeting Front Office needs

Personalized Marketing to attract new customers and retain existing customers

Implemented Siebel CRM from scratch for Business Banking users in Singapore

Facilitated the Change Management Process along with Siebel expert services

Provided Super Users with training during the implementation

RESULTS / BENEFITS

Better control through multi channel integration, providing a boundary-less environment -- across companies, products, distribution channels and segments

Maximized revenue by reduced time-to-market ; Maximized sales performance (through unified sales and after sales services)

Maximized growth opportunities (enhanced cross selling/up selling capabilities)

One-stop-shop for customer related issues

Reduced administration overheads through integrated online processes

First phase of CRM system was successfully rolled off with no extra cost and as scheduled

Thank you