The most comprehensive Oracle applications & technology content under one roof The most comprehensive Oracle applications & technology content under one roof

Best  Prac*ces  CRM  Transforma*on  Sydney  Water  Corpora*on  

Siebel  eU*li*es  

Ashley  Jagoe  –  Customer  Strategy  and  Business  Improvement  Manager  Narelle  Borg  –  Solu<on  Centre  Manager  IT  

The most comprehensive Oracle applications & technology content under one roof

 “The CMS Go-Live is one of the most successful we have seen”

 Ernst & Young, CMS Program independent Quality Assurance Providers.

The most comprehensive Oracle applications & technology content under one roof

– Single  view  of  customer  (almost)  –  Improved  responsiveness  – Simplify  customer  interac<ons  

Background  

 Program    Objec*ves  

– Risk  aversion  – B’case  challenges  (geFng  the  cost/benefit  right  wasn’t  easy)  

 Historical    Obstacles  

The most comprehensive Oracle applications & technology content under one roof

Customer  Management  System  Overview  

The most comprehensive Oracle applications & technology content under one roof

SoKware  Selec<on  Criteria  •  Why  Siebel  eU<li<es  –  Proven  applica<on  –  Locally  available  exper<se  to  deploy  and  support  –  Scalable  –  Support  future  capabili<es  

•  How  we  selected  –  Evaluated  all  op<ons  –  Gap  analysis  of  capability  to  requirements  

The most comprehensive Oracle applications & technology content under one roof

SI  Partner  Selec<on  Criteria  

Confidence  in  proposed  personnel  

Recent  history  of  similar  

deployments  

Availability  of  skilled/  

experienced  personnel  

Depth  of  industry  knowledge  

Depth  of  applica*on  knowledge  

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What  Went  Well  

                                       

Sponsorship    &  Governance  

Vendor  Partners  

Data    Cleansing  

Program    Management  

 Risk  Management  

Early  &    Con<nued    

Communica<on  

Rigorous    Standards    

                           &  Methods  

Quality    Assurance  

   Business    

Commitment  

                                                                                                                                           

   

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The most comprehensive Oracle applications & technology content under one roof

Ingredients  for  Success  

   

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The most comprehensive Oracle applications & technology content under one roof

   

Could  Have  Done  BeYer  

                                               Improve  process  don’t  automate  

as-­‐is    

               Assessing  Support    needs  

   Realising  all  tangible    benefits  

Timing  of  OCM  strategy  

 into  ac*ons    

Delivery    Method  &  

Documenta*on  

 During  Delivery  Phase    Post  Go-­‐Live  

The most comprehensive Oracle applications & technology content under one roof

The  Road  Ahead  

Importance  of  bedding  down  the  founda*on:  

–  Post  go  live  patch  release  implemented.    

–  Cri<cally  evaluate  enhancement  requirements  to  maximise  further  efficiencies.  

Looking  beyond  founda*on  release:  

–  Asset  roadmap  and  ongoing  governance.  

–  Defining  the  bigger  picture  of  future  releases  

The most comprehensive Oracle applications & technology content under one roof

5  Key  Takeaways  

 2  

 3  

 5  

 1  

 4  

Sponsorship:  Support  from  top  is  cri*cal  

Program  Mgt:  Tight  control  of  project  delivery  

Change  Mgt:  Business  involvement,  engagement  

Methodology:  GeWng  the  right  balance  

Process  Design:  Leveraging  full  solu*on  capability  

The most comprehensive Oracle applications & technology content under one roof

Ques<ons  from  the  floor  

For  more  detailed  discussions,  connect  with  us  via  our  LinkedIn  profiles:    

-­‐  Ashley  Jagoe  -­‐  Narelle  Borg