Siebel Capability

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Oracle Practice Snapshot

HorizontalApplications

1. Oracle E-Business Suite 11i, R12,12.1

2. PeopleSoft 8.3, 9.0,9.1

3. Siebel 7.x, 8.0

4. JD Edwards – XE & E1

Industry Applications

1. Oracle Life Sciences

2. Oracle Utilities

New Dimension Applications

1. OTM

2. Demantra

Analytics1. OBIEE

2. Hyperion

Global Rollout

Implementations, Configuration & Development

Design & Product Blue Print

Application Management/ Operations Consolidation

Upgrade and Migration

Assessment Services

Oracle Technologies

1. SOA & BPM

2. Portal and Content Mgmt.

3. IDM

4. Database11g

Co Development

Deployment & Maintenance

A 2500+ strong Oracle Practice with 200+ customers spread across North America, Europe, the Middle East, APAC and the ANZ regions.

Investment in Oracle Solution labs to accelerate product development & solution capabilities

Oracle Partnership

Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components

Strategic Enablers

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Our Vertical Representation

Hitech and Mfg Life Sciences Retail and CPG

Ver

tica

lC

ust

om

ers

Pro

du

cts

& S

olu

tio

ns

Siebel AECM – FDA Integration for Medical Devices reporting, Siebel for

BA/BE studies, InHouse©

Oracle Life Sciences, EBS. PeopleSoft, JDE, Demantra, Siebel, Hyperion,

OBIEE, Fusion and DBA

Fabless Mfg., VSOE, Shipment Solution, Contract Management

Solution & InHouse©

Oracle EBS. PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA

Track & Trace, Merchandizing and Point of Sale Solution

Retek, EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA

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Our Vertical RepresentationV

erti

cal

Cu

sto

mer

sP

rod

uct

s &

So

luti

on

s

BFSI

End-to-End integrated Insurance solution

EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE,

Fusion and DBA

Travel and Logistics

OTM, Oracle E-Bus, PeopleSoft, Siebel, Hyperion,

OBIEE, Fusion and DBA

Media and Communications

Siebel, Oracle EBS, PeopleSoft, Hyperion,

OBIEE, Fusion and DBA

Govt

Case Management Solution and PIIMS Solution on Siebel

Siebel, EBS, PeopleSoft, Hyperion, OBIEE,Fusion and DBA

CRM Consulting @ HCLCross Product Expertise to deliver World Class CRM Solution

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Expertise Across Products

Expertise Across Products

Expertise Across Processes

Expertise Across Processes

Lead / Opportunity Mgmt Campaign / Event Service / Call

Center Field Service

Loyalty ManagementProduct Set UpCustomer Data

Mgmt Quote / Order

Strong Capability to Deliver

Strong Capability to Deliver

• Over 1500+ consultants across these products• Expertise in Product Selection, Process Blue Print• Adequate mix of Process Consultants, Architects, Business Analysts and Technical

Consultants

• Over 1500+ consultants across these products• Expertise in Product Selection, Process Blue Print• Adequate mix of Process Consultants, Architects, Business Analysts and Technical

Consultants

De-risking Implementations

De-risking Implementations

• Implementation Workbench – utilizing tools and templates to accelerate implementation and upgrades

• Pre-built solutions to leverage best practices and reduce time to market

• Implementation Workbench – utilizing tools and templates to accelerate implementation and upgrades

• Pre-built solutions to leverage best practices and reduce time to market

Siebel Practice @ HCLServicing Customers across Industries

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Hi Tech / MfgLife Sciences Financial Services Telecom Retail / CPG Media &

Entertainment

Sample Client Engagements

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Services FocusAddressing the spectrum of customer requirements across Verticals

Implementation & Roll Outs

Upgrades & Migration

Application Support

Consulting

Data m

anag

emen

t & cl

eansin

g

Firstl

ogic, S

talw

orth

EAI

TIBCO, Webmethods, IBM MQ,

Fusion M/W

Testing & Validation

Mercury, Compuware, IBM

Rational

Analytics

/ Dat

a mining

OBIEE, C

ognos,

Inform

atica

Service Offerings MapService Offerings & Credentials

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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

CONSULTING

IMPLEMENTATION

APPLICATION SUPPORT

UPGRADES / 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 15 + 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)

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Siebel PracticeTeam Profile

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

500+ Siebel Consultants

OBIEE Center of Excellence

Across Verticals

Across Versions

Training & Certifications

40+ Experts in Oracle CRM On Demand Application

Right mix of Project Managers, Business Analysts and Siebel Technical Consultants

Dedicated CoE for Oracle CRM On Demand

Comprehensive solutions across the SOD Foot print Oracle CRM On Demand Workflows Customization Application Administration Java and Web Services

Implementation experience in complex SOD installations

PeoplePeople

ExperienceExperience

Leveraging Oracle Partnership To deliver accelerated solutions minimize risk

and reduce time to deployment

Business Intelligence – DBI , Data Warehousing

Certified Advantage Partner of OracleCertified Advantage Partner of Oracle

Oracle CRM On Demand CapabilityComprehensive Service Offering in Siebel CRM Landscape

HCL’s Siebel Implementation MethodologyUtilizing CRP Led Approach to Built the Application

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1CRP1: •Initial Workshop•Set Vanilla Solution expectations•Gather Requirements•Map Processes•Gap Analysis

2CRP2: •Pre Design Validation•Proof of Concept•Revalidate Requirements•Set forth configuration & customizations for approval

3CRP3: •Configured Solution Walkthrough•Design Validation•Key Process Champions Involved•Coverage across the process areas

4CRP4: •Solution Validation•Simulate Data Migration & Integration•CRP with actual production data (sample)

HCL Siebel upgrade assessment methodologyHCL Siebel upgrade assessment methodology

Ste

ps

Review drivers for upgrade

Version selection

Define upgrade business plan

Upgrade Businessplanning

* Onsite-Offshore model

Gather future functionality

Gather pain points

Review existing user manuals

Gather system documentation

Review existing test cases

Discover

Analyze existing functional/technical processes

Analysis of existing customizations/ interfaces

Analysis of existing technical architecture

Prepare inventory of existing standard and customized objects

Run HCL's 'Siebel Complexity Analyzer'

Assess

Provide overview of Siebel 8.0 processes

Provide mapping of previous customizations to Siebel 8.0 vanilla features

Analyze various upgrade paths

Prepare impact of upgrade on interfaces

Prepare impact of upgrade on existing objects

Envision

Draw up H/W sizing

Prepare Siebel upgrade strategy

Prepare strategy on interface upgrades

Recommend most effective upgrade path

Prepare a upgrade risk assessment document

Update effort estimate

Establish success benchmarks

Recommend

Justification Analysis Assessment

Inp

uts

Typical drivers checklist

Upgrade readiness questionnaire

Signed SOW

High level project plan

Business justification document

Sizing questionnaire Functional enhancement document

Current pain points

Complete assessment document

Assessment document

Sizing questionnaire

Output of HCL's 'Siebel Complexity Analyzer'

Impact on existing functionality/objects

Custom development recommendations

Business justification document

Updated SOW

Updated project plan

Functional enhancement document

Current pain points

Updated project plan

Complete assessment document

Filled out sizing questionnaire

Output of HCL's 'Siebel Complexity Analyzer'

Impact on existing functionality

Impact on existing objects

Custom development recommendations

Concrete effort estimates

Upgrade strategy

Interface upgrade strategy

H/W sizing document

Risk assessment document

Success benchmarks

Ou

tpu

ts

HCL’s Siebel Upgrade Assessment Methodology

HCL Siebel upgrade methodologyHCL Siebel upgrade methodology

Ste

ps

Prepare project management plan

Prepare staff planning

Update project schedule and timelines

Prepare quality plan

Upgrade Project Planning

* Onsite-Offshore model

Product installation

Database installation

Upgrade on development environment

Database migration

Incorporate database level changes for new functionality

Develop post upgrade enhancements

Promote to testing

Upgrade

Prepare test strategy

Prepare test cases

Prepare test bed

Perform system integrated testing

Perform user acceptance testing

Performance testing

Support user testing

Preparation of training material

Testing

Promote to production

User training

Rollout

Evaluate performance metrics against set benchmarks

Application optimization

Track application usability

Measurement

Inp

uts

Concrete effort estimates

Upgrade strategy

Interface upgrade strategy

H/W sizing document

Risk assessment document

Scope document

Project plan

Project schedule

Resource loading sheet

Risk assessment document

Upgrade checklist

Post upgrade tracker

Design for enhancements

Project plan

Project schedule and duration

Resource loading sheet

Risk assessment document

Training manual template

Project plan

Project schedule and duration

Resource loading sheet

Risk assessment document

Project plan

Project schedule and duration

Resource loading sheet

Risk assessment document

Success benchmarks

Project plan

Project schedule and duration

Resource loading sheet

Quality plan

Upgraded application on development

Unit test results

Application promoted to testing

Updated post-upgrade tracker

Test strategy document

Test cases

SIT results

UAT results

Performance testing results

Training plan

Application in production Optimized application

Ou

tpu

tsHCL’s Siebel Upgrade Methodology

Due Diligence & Planning

HCL Siebel ASM ApproachSeamlessly Transitioning Support to a Global Model

Application UserSupport

Application Enhancements

SiebelAdministration

Application Security

Error Correction& Testing

Maintaining Release Control

Documentation

Support Services

Siebel VendorReleases

Disaster/BusinessRecovery

Changes & Control Procs

SLA’s / DeliveryDates/Schedule

ProductionControl

TrainingPreventive

Maintenance

New Development

Knowledge Acquisition

Process Development

Transition Planning

Transition

Steady State

Parallel Run

HCL’s ASSeTTM Methodology for Service Transition

Transition PhaseASSetTM

Blended ShoreDelivery

AssessmentService

TransitionSteady

State

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Tools Kit for SiebelReusable components to reduce time to market

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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.

HCL’s Siebel Practice Case Studies

HCL Siebel Global Clientele Footprint across Verticals

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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

GE Fanuc – Sales Service

CLIENT

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)

Client Speak…

… Because of the success of the project, we have been able to turn the application over to the base support team on time and that has freed up project resources to move on to the next project…What work remains is being handled expertly by your offshore team. I am where I (optimistically) hoped to be at this point. I am very pleased with what HCL has contributed to the project. I have since referred HCL to my peers at GE C&I. Starting back with the feasibility study last December, HCL has lived up to expectations in every way! Other business units are taking notice of what we have accomplished here. We really have a world-class Siebel system. I look forward to working with the HCL team on the Siebel extensions projects coming up.

- VP, CIO and Six Sigma

“

”

Lexis Nexis

CLIENT

Is in the business of providing authoritative legal news, public records and business information, including tax and regulatory publications in Online, Printed or CD-ROM formats; Provides these services for the legal, private sector, public sector, academic and risk management audiences; Operating with 13000 employees and with an annual review of around 2 billion USD

CHALLENGES / OBJECTIVES

To manage different instances and versions of Siebel and provide consistent support

To unify the business process and data between various locations and applications – provide the capability to up sell and cross sell to the sales team(s)

To rollout a unified process and integrate data within a very short time frame

To leverage BI & Siebel Analytics investment

To integrate varied business target selling processes across the globe

THE SOLUTION

Implemented: Siebel 7.8 Module for three key CRM processes (1) Sales Force Automation; (2) Email Response; and (3) redesigned the entire targeted account selling process

Implemented: Siebel 7.5 to achieve global time zone based selling

Implementations: (1) SSE (Siebel Synchronization Exchange); (2) Siebel Remote (500 Users)

Support & Enhancement of: (1) Siebel 7.8 Sales Application (2) Siebel Analytics (3) Data Management (4) Siebel 7.8 Upgrade

A SIEBEL CASE STUDY

Industry: MPE

Service Areas: Application Upgrade, Implementation, Support & Enhancement; Application Testing

Topology: Siebel 7.8 & Siebel 7.5; Sales Force Automation; Siebel Synchronization exchange; Siebel Remote; Siebel Analytics

Citibank JapanA 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

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

SimCorp Case Study - Analytics

Challenges / Objectives

Application Environment

Hardware: IBM eserver xseries 460-[88721rg] OS: Windows 2003 Server on Intel Xeon 2,8GHz,IIS Web Server on Windows 2000 SP4Tools:,Informatica Power Mart 5.2,Siebel Tools 7.8,eConfigurator,Microsoft Sharepoint,QTP 8.2,Test Director 8.0Platform: Siebel Analytics,Siebel CRMConnectivity: VPN, Citrix

Sector / Industry

Hi-Tech

Service Areas

Supporting the Client‘s Siebel CoE – Application Development, Implementation & Testing

Business Process Improvements

A leading supplier of highly specialized software and expertise for financial institutions andCorporations; It develops and globally markets integrated investment and treasury management Systems; It also offers training, competence building programs and consulting services giving clients access to its expertise in global finance; Thus its products help customers perform the tasks needed to stay ahead in today's international financial markets

Founded in 1971, headquartered in Denmark, the company has more than 35 years of experience

in developing solutions for the financial industry

It has subsidiaries throughout the Nordic region as well as in Belgium, Germany, Switzerland, Great Britain, Hong Kong, Australia, Singapore and the USA.

The company has approximately 700 employees and is listed on the Copenhagen Stock Exchange

Client / Case Background

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

(This was our first implementation project in Denmark)

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

SNAPSHOT

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Talk to me www.hcltech.com

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