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HCLs CRM Practice An Overview

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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

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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

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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

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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

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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)

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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

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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.

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Siebel Open UI CoE Advantage HCL Leverage HCLs Siebel capabilities to migrate to Siebel Open UI

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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

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HCLs Siebel Practice References

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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.

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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

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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

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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

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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

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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

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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)

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