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Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM
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Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM

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    • 1. Real ROI: The Business Case for Upgrading to the Latest Release of Oracle’s Siebel CRM George Jacob Group Vice President, CRM Applications Oracle
    • 2. Today’s Agenda <ul><li>Justifying an Upgrade to the CFO, CIO, and LOB </li></ul><ul><li>Case Study: High Availability Upgrade </li></ul><ul><li>Case Study: Legacy System Replacement </li></ul><ul><li>Customer and Partner Roundtable </li></ul><Insert Picture Here>
    • 3. Support Above and Beyond * OEM support at Oracle’s discretion Industry Standard Apps Unlimited Previous two releases Unlimited support on key releases No patches afterwards Security and bug fixes as needed Browser certifications Forced upgrades No forced upgrades Charge for new functionality No charge for new functionality: e.g. Task-Based UI, Business Rules, Application Deployment Manager
    • 4. Applications Unlimited for Oracle’s Siebel CRM * OEM support at Oracle’s discretion Release Premier Support Ends Extended Support Ends   Sustaining Support Ends   8.0 Jan-12 Jan-15 Indefinite 7.8 May-10 May-13 Indefinite 7.7 Sep-09 Sep-12 Indefinite 7.5.3 Dec-08 Dec-10 Dec-12 7.0 Dec-08 Not Offered Not Offered 6 N/A Dec-07 Indefinite
    • 5. Why Would You Upgrade? I don’t want to disrupt my business… I can’t justify an upgrade… Our current release is working just fine… It’s too expensive… There’s no value in upgrading…
    • 6. “ Upgrading to the latest version of Siebel CRM will cost you $50 MILLION !”
    • 7. Justifying to the Key Constituents CIO CFO Lines of Business ? ? ?
    • 8. ‘ Like for Like’ Upgrade <ul><li>Deployment Profile </li></ul><ul><li>Medium Size (5,000 users) </li></ul><ul><li>Medium Customization </li></ul><ul><li>Upgrading from Siebel 7.5 to Siebel 8 </li></ul>1993 Toyota Camry 2008 Toyota Camry
    • 9. Reducing The TCO of Siebel Applications <ul><li>Scenario </li></ul><ul><li>Deployment of medium size and complexity (5,000 users) </li></ul><ul><li>Configuration and operations for one year </li></ul><ul><li>TCO cost based on effort (person hour) </li></ul>* Actual improvements realized will vary by customers, depending on factors such as deployment size, scope, and the amount of customization changes. TCO Savings 51% 43% 27% Siebel 7.0 to 8.0 Siebel 7.5 to 8.0 Siebel 7.7/7.8 to 8.0 Download Siebel CRM Upgrade ROI Calculator (ID 738922.1) on OracleMetaLink 3 Cost Factor 7.0 7.5 7.7/7.8 8.0/8.1 Deployment $0.010 $0.009 $0.007 $0.005 Configuration $0.32 $0.294 $0.234 $0.176 Operations $0.21 $0.189 $0.141 $0.099 Upgrade $0.04 $0.036 $0.029 $0.025 Performance $0.08 $0.060 $0.057 $0.034 Usability $0.11 $0.084 $0.060 $0.042 Test Automation $0.05 $0.046 $0.028 $0.026 Integration $0.18 $0.144 $0.115 $0.081 TCO Ratio $1.00 $0.86 $0.67 $0.49
    • 10. Decrease Deployment Costs Siebel Application Deployment Manager <ul><li>Reduce personnel requirements by 60% </li></ul><ul><li>Decrease deployment time by 40% </li></ul><ul><li>Automate manual processes </li></ul><ul><li>Customer Feedback </li></ul><ul><li>“ The backup/restore capabilities alone will be the reason for us to use it” </li></ul><ul><li>“… manual tasks will be replaced to a great extent and that should lead to better accuracy.” </li></ul>
    • 11. <ul><li>Decrease upgrade costs </li></ul><ul><li>Make changes more quickly </li></ul><ul><li>Reduce downtime </li></ul>Reduce Configuration Costs Siebel Business Rules Engine Customer Feedback “ The new business rules engine offered in Siebel 8.0 is helping Verizon Business reduce customization and the complexity of the application. This, in turn, significantly reduces the cost of configuration and improves the performance and maintainability of their Siebel Business Applications deployment.” – Accenture
    • 12. Siebel 8.x Improves Hardware ROI Intel: 3X more users vs. 7.8 on same-price equipment On Sun: 4.35X more users vs. 7.8 on same-price equipment 8.0 session-pooling scalability >200% vs. standard O.M. Standard O.M. Session-Pooled O.M. Standard O.M. 30% scalability gains with current HW architecture
    • 13. ‘ Like for Like’ Upgrade Scenario * Upgrade costs include software and manpower only. Savings based on hardware and software costs over a 3 yr. period. Maintenance Costs  <ul><li>Siebel 7.5: $2.5 million/year </li></ul><ul><li>Siebel 8.1: $1.3 million/year </li></ul>Deployment Profile  <ul><li>Medium Size (5,000 users) </li></ul><ul><li>Medium Customization </li></ul><ul><li>Upgrading from Siebel 7.5 to Siebel 8 </li></ul>Upgrade Costs  <ul><li>$550,000* </li></ul>Savings  <ul><li>IT/CFO Savings: $1.2 million/year </li></ul><ul><li>Total 3 Year Savings: $3.05 million </li></ul><ul><li>Payback in 6 months </li></ul>
    • 14. Six Things You Can Do with $3.05 Million Feed 20,333 orphans in a developing country for a year Conduct 87 marketing webinars Hire 20 engineers in the San Francisco Bay Area for a year Purchase and pay the TCO over 3 years for 200 laptop computers Pay for 65 weddings ...in Menlo Park, California Pay for the foundation of nearly 1,220 U.S. homes built by Habitat for Humanity
    • 15. Customization Scenarios Application Changes Low Medium High Views 200-400 400-700 700+ Applets 400-1200 1200-1800 1800+ Business Components 20-50 50-80 80+ Scripting 15,000-79,000 80,000-199,000 200,000+ Workflow Processes 10-20 20-40 40+ Assignment Manager Rules 1 2-5 6+ Price Models 1 2-3 4+ Product Configurator Models N/A 0-35 35+ SmartScripts 1-3 3-7 7+ Reports 4-12 12-25 25+ Globalization - Languages 1 1 3+ Globalization - Currencies 1 1 3+ Interfaces - Batch 5-10 10-40 40+ Interfaces - Real Time 0-5 5-10 11+
    • 16. Upgrade Cost Estimates * Costs are estimated by Oracle Applications Solution Center for a single-step upgrade and do not include training and hardware. Actual costs vary based on customer-specific scenarios. Upgrade Tasks Low Medium High Upgrade Assessment (Envision, Define, Design) $40,000 - $50,000 $65,000 - $70,000 $80,000 - $85,000 Upgrade Execution (Configure, Validate, Deploy)   $150,000 – $350,000 $350,000 - $650,000 $650,000 - $2 million Total Cost $190,000 - $400,000 $415,000 - $720,000 $720,000 - $2.085 million
    • 17. ‘ Value Add’ Upgrade The Same Company Upgrades with New Functionality <ul><li>Deployment Profile </li></ul><ul><li>Adding Real-time Decisioning and Pricing Management </li></ul><ul><li>Medium Size (5,000 users) </li></ul><ul><li>Medium Customization </li></ul><ul><li>Upgrading from Siebel 7.5 to Siebel 8 </li></ul>1993 Toyota Camry 2008 Lexus LS 600H
    • 18. Real-Time Decisioning Small Decisions Add Up <ul><li>8% sales lift overall at BT </li></ul><ul><li>40% churn reduction at Canal+ </li></ul><ul><li>Major insurer </li></ul><ul><ul><li>$25 additional annual revenue per policy </li></ul></ul><ul><ul><li>Reduced cycle time for testing on new products / messages from 3 months to days </li></ul></ul>
    • 19. Real Results with Pricing Management <ul><li>“ These projects can raise revenue by 1% to 2%, increase gross margin by 10% to 15%, and increase contribution margin by up to 50%.”* </li></ul><ul><li>Provide bottom line benefits averaging $3 million to $45 million, with some projects delivering as much as $200 million </li></ul>*Source: AMR Research, How To Select the Right B2B Price Management Vendor , June 29, 2005
    • 20. Increase Business Agility Oracle CRM On Demand to On Premise * Above comparison sheet is estimated for an Oracle customer. Excludes installation of SOA suite. Resource/Cost Requirement Custom AIA/PIP (Oracle) Savings Workload 1280 man-day 20 man-day Implementation $1,280,000 ($ 1K@day × 1280 man-days) $20,000 ($ 1K@day × 20 man-days) 98% PIP License $0 $ 60,000 ($ 30K@CPU × 2 CPU) Total Cost $1,280,000 $80,000 94%
    • 21. ‘ Value Add’ Upgrade Scenario * Savings based on hardware and software costs Deployment Profile  <ul><li>Medium Size (5,000 users) </li></ul><ul><li>Medium Complexity </li></ul><ul><li>Upgrading from Siebel 7.5 to Siebel 8 </li></ul><ul><li>Adding RTD and Pricing Management </li></ul>Upgrade Costs  <ul><li>$550,000 </li></ul>Maintenance Savings  <ul><li>Total 3 Year Savings: $3.05 million* </li></ul>RTD Value  <ul><li>3 Year Sales Uplift: $12 million </li></ul><ul><li>License/deploy: $1.5 million </li></ul>Pricing Mgt. Value  <ul><li>3 Year Sales Uplift: $5.5 million </li></ul><ul><li>Cost to implement: $1.06 million </li></ul>Results  <ul><li>Total Cost: $3.11 million </li></ul><ul><li>3 Year Sales Uplift/Savings: $21 million </li></ul><ul><li>Payback in 5.3 months </li></ul>
    • 22. “ Upgrading to the latest version of Siebel CRM will cost you $50 MILLION !”
    • 23. Why You Should Upgrade I don’t want to disrupt my business… I can’t justify an upgrade… Our current release is working just fine… It’s too expensive… There’s no value in upgrading… It’s more costly to maintain existing systems… We work with you to help ensure business continuity… But at two times the cost to maintain… You save money and gain functionality by upgrading… You can’t afford not to consider an upgrade…
    • 24. <Insert Picture Here> Customer and Partner Case Studies
    • 25. <ul><li>John Shedd, Operating VP of Technology – Home Shopping Network </li></ul><ul><li>Alok Pareek, Vice President of Technology – GoldenGate Software </li></ul><ul><li>John DeLaney, IT Director of Customer Service Systems – UPS </li></ul><ul><li>Michael Malinchock, CRM Managing Partner – Accenture </li></ul>
    • 26. John Shedd Operating VP of Technology Home Shopping Network Alok Pareek Vice President of Technology GoldenGate Software
    • 27. <ul><li>COMPANY OVERVIEW </li></ul><ul><li>Interactive Lifestyle and Retail destination </li></ul><ul><li>Created television retail industry 31 years ago </li></ul><ul><li>4,000 employees </li></ul><ul><li>Reach 90 million homes </li></ul><ul><li>Ranks in top 30 of top 500 internet retailers </li></ul><ul><li>Among top 10 most trafficked e-commerce sites </li></ul><ul><li>CHALLENGES / OPPORTUNITIES </li></ul><ul><li>Upgrade to Siebel 8 without downtime </li></ul><ul><li>Take advantage of evolving technology and functionality </li></ul><ul><li>Any downtime = lost revenue & impact to customer satisfaction </li></ul><ul><li>VBScript to eScript conversion of 400K lines of code </li></ul><ul><li>Two-step upgrade </li></ul><ul><li>30+ real-time interfaces </li></ul><ul><li>100 batch interfaces </li></ul><ul><li>ROI </li></ul><ul><li>Stability for the business </li></ul><ul><ul><li>Sunset older HW and OS/DB versions </li></ul></ul><ul><li>Lower maintenance costs </li></ul><ul><li>Positioned to take advantage of new 8.0 features </li></ul><ul><li>More efficient use of capacity with web-based load balancing </li></ul><ul><li>DEPLOYMENT PROFILE </li></ul><ul><li>2,000 users process 44 million calls annually </li></ul><ul><li>24/7/364 business measured in $ / minute </li></ul><ul><li>Highly customized Siebel 6.2 base </li></ul><ul><li>The hub of all HSN customer touch-points, transaction processing and servicing events </li></ul><ul><li>The engine for all channels of commerce; agents, IVR, Internet and Interactive TV – as well as reserving inventory, up-selling, customer information, order status and post sales service </li></ul>Home Shopping Network Siebel 8.0: The “Heart” of HSN’s Business
    • 28. Migration Requirements <ul><li>Gradually migrate users from Siebel 6.2 to Siebel 8.0 while limiting disruption to the business </li></ul><ul><li>Continuous operations for mission critical order processing </li></ul><ul><li>Provide application upgrade and downgrade logic to enable both systems to run live in parallel </li></ul><ul><li>Real-time data movement for high volume transactions </li></ul><ul><li>Reporting as necessary to identify &quot;out of sync&quot; problems with operational environment </li></ul><ul><li>Perform the database, application and hardware upgrade at the same time </li></ul>
    • 29. <ul><li>DOWNTIME </li></ul>
    • 30. GoldenGate Active/Active Solution <ul><li>Eliminate downtime during the migration </li></ul><ul><li>Gradual cutover with two active systems </li></ul><ul><li>Switch users back and forth on a schedule </li></ul><ul><li>Run both environments in parallel to perform final testing </li></ul>GoldenGate Delivery Verify GoldenGate Capture Phased Cutovers Future Direction: Joint development of zero-downtime upgrade solution for specific release paths. Source Database Target Database GoldenGate Capture GoldenGate Delivery
    • 31. GoldenGate Zero Downtime Upgrade Solution for Siebel Low Medium High GoldenGate Zero Downtime Upgrade Average Downtime 4-12 Hours 8-16 Hours 12-20 Hours No Downtime Cost of Downtime $660K – $2.0M $1.3M - $2.6M $2.0 – $3.3M $0 Impact on Users Moderate High Unacceptable None Test Prior to Go-Live Limited Limited Limited Unlimited (Live Testing with Production Quality Data) Fallback Option None None None Yes (Multiple Options To Preserve Prior Environment) Extra Cost? No No No Yes (software & Services)
    • 32. 2006 2007 2008 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q3 Q4 J F M A M J J A S O N D J F M A M J J A S O N J A S O N D Planning and Mock Upgrades ($600K) 7 Months <ul><ul><li>Application/eScript Remediation </li></ul></ul><ul><ul><li>($5M) </li></ul></ul>12 Months <ul><ul><li>Integration </li></ul></ul><ul><ul><li>and UAT </li></ul></ul><ul><ul><li>($1M) </li></ul></ul>4 Months 3 Months <ul><ul><li>Phased </li></ul></ul><ul><ul><li>Implementation </li></ul></ul><ul><ul><li>($700K) </li></ul></ul><ul><li>Two fully live systems during 3 month phased roll-out </li></ul><ul><li>5/29/08 – 30 agents and 1 Sales IVR </li></ul><ul><li>6/29/08 – 600 agents, all Sales IVR’s, 1 of 2 Service IVR’s </li></ul><ul><li>8/8/08 – 1200 agents, all Sales and Service IVR’s </li></ul><ul><li>9/9/08 – 2000 agents, all Sales and Service IVR’s, and HSN.com Sales and Service </li></ul>Project Timeline Total: 26 Months and $8 Million Budget
    • 33. The Results <ul><li>Project Staff </li></ul><ul><ul><li>3 upgrade consultants for ~12 months </li></ul></ul><ul><ul><li>40 internal FTE’s for the upgrade (Siebel, BackOffice, Infrastructure) </li></ul></ul><ul><li>Solid data integrity between the two sync’d databases </li></ul><ul><ul><li>Sub-second transfer of data between systems </li></ul></ul><ul><li>Trained and migrated 2,000 users </li></ul><ul><ul><li>4 hour training to move from 6.2 to 8.0 </li></ul></ul><ul><li>Zero downtime implementation </li></ul><ul><li>Positioned to take advantage of new 8.0 features </li></ul>
    • 34. John DeLaney IT Director of Customer Service Systems UPS Michael Malinchock CRM Managing Partner Accenture
    • 35. <ul><li>COMPANY OVERVIEW </li></ul><ul><li>$50B global corporation </li></ul><ul><li>World’s largest package delivery company and a leading global provider of specialized transportation and logistics services. </li></ul><ul><li>CHALLENGES / OPPORTUNITIES </li></ul><ul><li>Standardize customer service processes for greater effectiveness and efficiency </li></ul><ul><li>Replace multiple instances of customer service software with 1 global Case solution </li></ul><ul><li>Enable higher first call resolution rates and customer satisfaction </li></ul><ul><li>Provide enterprise visibility to customer requests and cases </li></ul><ul><li>ROI and RESULTS </li></ul><ul><li>Increased efficiency of customer care agents and operations personnel, with reduced average handling time </li></ul><ul><li>Process improvements resulting in lower operational expenses and greater accountability to resolve / close cases </li></ul><ul><li>Improved accuracy and reduced re-work in the handling of customer service requests, including the proper routing of cases </li></ul><ul><li>Improved first call resolution rates </li></ul><ul><li>Ability to measure SLA compliance </li></ul><ul><li>Consistent customer treatment across all business units, providing an enhanced overall customer experience and higher customer satisfaction </li></ul><ul><li>Projected cost savings: $20.9 million over 5 years </li></ul><ul><li>Projected revenue uplift: $17.2 million over 5 years </li></ul><ul><li>DEPLOYMENT PROFILE </li></ul><ul><li>Siebel 8.0 Call Center </li></ul><ul><li>12,000 Call Center agents and Operations personnel (by October 2008) </li></ul><ul><li>Global deployment across 26 countries in Asia, Australia, Europe, and North America </li></ul>UPS Benefits from Siebel 8.0
    • 36. Reasons for Choosing Siebel 8 <ul><li>Business Justification </li></ul><ul><ul><li>Leverage the latest functional capabilities available, including: </li></ul></ul><ul><ul><ul><li>Task Based UI, for the guided automation of specific tasks </li></ul></ul></ul><ul><ul><ul><li>Case Insensitivity, for improved querying functionality </li></ul></ul></ul><ul><ul><ul><li>Enhanced Deployment Tools, for the minimization of user downtime </li></ul></ul></ul><ul><ul><ul><li>New UI “Look and Feel”, for better navigation, ease of use, and user experience </li></ul></ul></ul><ul><ul><li>Take advantage of end-user performance capabilities inherent in Siebel 8 </li></ul></ul><ul><li>IT Justification </li></ul><ul><ul><li>Leverage the latest technical capabilities available, including: </li></ul></ul><ul><ul><ul><li>Business Rules Engine, for easier development and deployment of business logic </li></ul></ul></ul><ul><ul><ul><li>Enhanced SOA Capabilities, for broader and more effective use of web services </li></ul></ul></ul><ul><ul><li>Siebel 8 platform stability comparable to Siebel 7.8, with all the benefits </li></ul></ul><ul><ul><li>Total Cost of Ownership </li></ul></ul><ul><ul><ul><li>Reduces need for a near-term Siebel upgrade, and provides for a future, supported path to Oracle Fusion CRM </li></ul></ul></ul><ul><ul><ul><li>Provides increased levels of product support via Siebel Support Web, with the benefit of knowing that Oracle Product Management and Engineering are focused on Siebel 8 </li></ul></ul></ul>
    • 37. 2007 2008 2009 Q1 Q2 Feasibility <ul><ul><li>Confirm business requirements and overall scope </li></ul></ul><ul><ul><li>Conduct functional design </li></ul></ul><ul><ul><li>Determine phasing strategy </li></ul></ul>Phase 1 – UPS Freight Division <ul><ul><li>400+ users in U.S. and Canada </li></ul></ul><ul><ul><li>Replaces Excel-based tools and manual processes </li></ul></ul>Phase 2 – Small Package International <ul><ul><li>4,000+ users across 26 countries supporting Small Package International </li></ul></ul><ul><ul><li>Deployed in 6 languages </li></ul></ul><ul><ul><li>Replaces custom-built, AS/400 legacy application </li></ul></ul><ul><ul><li>6,000+ users in the U.S. supporting Small Package Domestic </li></ul></ul><ul><ul><li>Replaces custom-built, AS/400 legacy application </li></ul></ul>Phase 3 – Small Package Domestic <ul><ul><li>Deploy ECM to Poland and Supply Chain Solutions </li></ul></ul><ul><ul><li>Plan for ECM Release 2, starting Q1 2009 </li></ul></ul>Next Steps Implementation Timeline Q1 Q2 Q3 Q4 J F M A M J J A S O N D Q1 Q2 Q3 Q4 J F M A M J J A S O N D J F M A M J
    • 38. <ul><li>Broad view of Siebel 8 upgrade business cases across all industries </li></ul><ul><ul><li>Communications, High Tech, Life Sciences, Retail, Financial Services, Public Service </li></ul></ul><ul><li>Typically recommend Siebel 8 for our new implementations </li></ul><ul><li>Client benefits </li></ul><ul><ul><li>Improved Usability </li></ul></ul><ul><ul><li>Enhanced Performance </li></ul></ul><ul><ul><li>New Functionality </li></ul></ul><ul><ul><li>Enhanced Integration </li></ul></ul><ul><ul><li>Lower Cost </li></ul></ul><ul><li>Difficult hurdle for our clients has been “Getting to START” </li></ul>Accenture Learnings and Experiences
    • 39. <Insert Picture Here> Customer and Partner Roundtable
    • 40. How did you justify the business case of an upgrade to the CFO, CIO, or business?
    • 41. How did you minimize the impact of an upgrade to your business users?
    • 42.  

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