getting more from siebel
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Getting More from SiebelSiebel 8.0 Upgrades
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Agenda
Siebel 8 Upgrade StrategySiebel 8 Upgrade Strategy
Why Upgrade ?Why Upgrade ?
Strategic ConsiderationsStrategic Considerations
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Agenda
Siebel 8 Upgrade StrategySiebel 8 Upgrade Strategy
Why Upgrade ?Why Upgrade ?
Strategic ConsiderationsStrategic Considerations
4
Why our customers are upgrading to Siebel 8
Companies are constantly trying to modernize their CRM investments in order to accomplish 3 broad objectives:
• Empower Users–Need to have proactive, real time insight at the moment of customer
interaction through a flexible, role-based user interface
• Enable Business Responsiveness–Enable the business to respond to ongoing business process changes
without incurring production downtime
• Establish Superior Ownership Experience–Provide choice by supporting multiple deployment options and ease of
manageability and integration at the lowest cost
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Siebel CRM 8.1 Upgrade Benefits Summary
• Siebel Sales with adaptive forecasting– More accurate forecasts, order-to-close processes Meet sales/revenue targets more often Increased revenue
• Siebel Partner Relationship Management– Control deals and pricing of products and services Reach operating margins Improved profit– Channel and marketing fund use and allocation Effectively deploy dollars Reduced costs
• Siebel Marketing– Lead scoring, email routing Better candidate qualifications Improved sales
• Siebel Loyalty– Web marketing and loyalty programs tie-in Creates new revenue channels Increased revenue
• Siebel Self-Service– Ecommerce for sales online- integrated Creates a new revenue channel Increased revenue– Electronic service with chat, search Customer self service reduces calls Reduced operating expense
• Siebel Contact Center Anywhere– Integrates a full call center as a service Replaces existing hardware structure Eliminates expenses, capital
• Social CRM Applications– Analyzes sales patterns, how-to presentations More revenue optimization, customer service Increased net profit– Web 2.0 Tie-in to Facebook and more New sales channels, reduced integration New revenue
• PDA Assistant– Allows sales updates from any rep anywhere Update information anywhere Increased productivity
• Business Intelligence– Significantly improved analytics and reporting Better complex sales support Increased productivity
• Sales Processes Spanning Desktop and Enterprise Apps with Siebel CRM Outlook Edition
– Easier to use, learn and adopt Reduce adoption and roll-out costs Reduced expenses
Feature Benefit Business Result
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Siebel CRM Release History
Q3 2002 Spring 2004 Spring 2005
Siebel 7.5
• Best Practice Business Processes
• Web Services Support
• Performance Enhancements
• Unicode Support
Innovative Industry Functionality
Deeper CRM, Analytics
World Class Marketing
Continued TCO Improvements
Continued Usability and Performance Improvements
Siebel 7.7 Siebel 7.8 Siebel 8.0
World Class Customer Order Mgmt
Industry Apps Enhancements
Deeper Industry Analytics
Make CRM Smarter
Enhanced Integration and Web Services Support
New Task Oriented User Interface
New Search Interface
Haley Rules Engine
Application Deployment Management
Customer Facing Web Services
Latest Version
Siebel 8.x
Embedded Analytics
Distributed Order Orchestration
Deeper Office Integration
Enhanced Industry Applications
Next-Gen Self Service
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Siebel 8.0 – Raising the bar in CRM
Service
Field Service Execution Tasks Managed Services support Store-and-forward to the Laptop SOA: Inventory/Entitlement
Portfolio Management Process Advanced Sales Forecasting Territory Management PRM Contract Enhancements SOA: Partner Registration
Sales
Convergent Billing Versioned Hierarchy Dispute Management SOA: Asset Registration
Self-Service
Marketing
Offer Management Marketing Initiatives Dynamic Segment Attributes Loyalty enhancements SOA: Event Registration, Web Mktg
CDI
Universal Data Quality Integration Framework
Enhanced Data matching Privacy Management SOA: CDI Data access
SOA: Catalog/Configurator SOA: Shopping Cart services SOA: Asset-based/Network Orders Procedural Condition support
Customer Order Mgt
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Agenda
Siebel 8 Upgrade StrategySiebel 8 Upgrade Strategy
Why Upgrade ?Why Upgrade ?
Strategic ConsiderationsStrategic Considerations
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Strategic Considerations for a successful Siebel Upgrade
1. Define A Strategy: Upgrade for the right reasons, at the right time
2. Plan: Start with a process & define an aggressive, achievable plan
3. Establish Governance: Be closed-loop & business-driven
4. Manage Change: Prepare your end-users and get them excited!
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Define A Strategy: Identify Your Upgrade Objectives
• What do you want to gain?–Performance–Usability–New Product Features–Existing defect fixes
• Where are your dependencies?–Timing – e.g. quarter/year end–External conditions – e.g. activity at a competitor–Dependencies – e.g. database/platform upgrade–Resources – e.g. do you have the staff in-house?
• How much can you afford?–System availability & downtime–Resource vs. opportunity cost–Implementation timeframe–Schedule flexibility
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Rate Of ChangeScope Of Change
Define A Strategy: Choose The Right Strategy For Your Business
Concise
‘0 Regression’ UpgradeSupports same processes pre/post upgrade
Leverages usability & performance gains
Rapid to implement due to reduced complexity
Reduced impact on business resources
‘Platform’ for future process improvements
Ideal for frequent upgrade strategies
Frequent UpgradesUpgrade to each significant release
‘Latest & greatest’ features always available
Reduces scope of each upgrade
Repeated experience perfects the process
May require frequent end-user trainings
Aligns with reduced-scope upgrade strategies
Expansive
Process Improvement UpgradeBundles functional enhancements with upgrade
Leverage new product features & processes
Provides more tangible benefits for the business
Maximizes value of down-time
Driven by contents of a particular release
Well suited to ‘As Needed’ upgrade strategies
As NeededUpgrade only when necessary
Better in cases where any down-time is too much
Requires less permanent IT staff
More focused on the content of the release
Requires less on-going change management
Most effective with enhancement strategies
Measured
Rapid
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