In this SlideShare you will learn some of the common problems faced by Siebel customers, a framework of options for Siebel and the pros and cons of investing in Siebel.

1. Modernize Siebel CRM with Open UI
A Perficient Webinar
June 2016

2. 2
Presented By
Brent Buck
Director, Perficient Oracle Customer Experience
Brent.Buck@perficient.com

3. 3
Agenda
What will you get from this webinar?
 Perficient overview
 Summary of the common problems faced by Siebel customers
 A framework of options for Siebel
 Pros and cons of investing in Siebel
 Recommendation for a modern approach to Siebel projects
 Case study of Siebel modernization

4. 4
About Perficient
Our Oracle CX Practice
Practice
Started
1999
Successful
Projects
500+
Services &
Expertise
• CX Strategy
• Experience Design
• Portal Integration
• Architecture
• Sales Automation
• Marketing Automation
• Service Automation
• Call Center
• Field Sales
• Field Service
• CPQ
• Integration
• Upgrade & Technical
Architecture
• Program Leadership
• Change Management
Our Oracle Partnership
Oracle Platinum partner with multiple
specializations including Siebel
Deep technical, functional, operational
and strategic expertise across the Oracle
CX portfolio that enables us to create
strategy, design, architect, implement,
train and optimize
Go-To Partner for Oracle Sales Cloud
CX invested Partner Community Member
Work closely with Oracle Product
Management to provide feedback for
future product enhancements
Strong partnerships with Oracle
executives, field sales and marketing
organizations
Perficient Fast Facts
Founded 1997
Public Company - PRFT
Annualized revenues - $500 million
Dedicated Industry & Technology
Practices
27 locations in North America
2,800+ employees
90% repeat business rate
Serving Global 2,000 clients in North
America
Offshore in Europe, China, and India

5. 5
Selection of Perficient CX Clients

6. 6
Internet Explorer is end-of-life. What do we do with Siebel?
Our user base hasn’t seen major improvements in years and they want more.
Department <X>/Users want <insert cloud application>, but Siebel is embedded
in our business processes.
Siebel is old technology. How can we modernize?
Corporate strategy says ‘get all systems into the cloud’. How do we do that?
We need a customer portal/mobile solution. What are our options?
Siebel CRM: Where do we go from here?

7. 7
Framework of Options
Modernize with
Siebel Innovations
This approach:
 Involves upgrading Siebel and enhancing
business processes using new Siebel
features such as the Open UI framework
and Siebel Mobile
 Can optionally move the servers to cloud
infrastructure-as-a-service
 Works well for complex Siebel applications
with well-defined business processes.
Slow Migration or
Hybrid Synergy
This approach:
 Involves implementing cloud solutions in
strategic functional areas over time,
replacing pieces of current applications
 Involves upgrading Siebel
 Facilitated by the development of interim
integrations that will evolve into a final
architecture
 Requires business transformation, yet with
managed risk
This approach:
 Replaces existing on-premises application
features with cloud applications in one shot.
 Involves heavy business transformation to
shift processes into the focused, and limited,
capabilities of various cloud solutions
 Works well for simple Siebel application use
Replace Siebel
with Cloud Solutions

8. 8
Framework of Options
Pros:
• Moves functionality into standardized,
managed services
• Consolidates cost of ownership
• Reduces effort involved in management
Cons:
• May require significant business
transformation and change management
• Reduces flexibility to adapt to changing
business needs
Modernize with
Siebel Innovations
Pros:
• Leverages existing investment
• Maintains flexibility in business rules and
processes
• Maintains control over corporate data
Cons:
• Continued maintenance and ownership costs
• May not leverage best-in-class feature sets
prevalent in leading cloud solutions
Slow Migration or
Hybrid Synergy
Pros:
• Leverages existing investment while also
gaining best-in-class feature sets
• Maintains a common centralized data store
with business rules and logic
• Controls and limits business transformation
and change
Cons:
• Increased integration and data management
needs
• Overall cost of ownership and subscription
costs
Replace Siebel
with Cloud Solutions

9. 9
Common Dependencies
Modernize with
Siebel Innovations
Slow Migration or
Hybrid Synergy
Upgrade Siebel
Why?
1. Enables Open UI
a. Removes dependencies on end-of-life software
b. Provides the framework for:
• Creating impressive and efficient user interactions
• Coupling cloud applications with Siebel CRM in
seamless user interactions
2. Brings you into the simplified Siebel Innovation Pack
release cycle
STEP

10. 10
What is the Siebel Open UI Framework?
HTML5/
CSS3/JS
Replaces IE ActiveX browser code with a modern web
framework
UI developed to responsive web standards, use any
browser on any device
Provides a framework for advanced development of
the user experience
Enables user experience enhancements to the Siebel
interface equal to any modern web application
Siebel DB
Siebel Servers &
Configuration
Siebel Web Servers
Existing logic and configuration investment remains
when deploying Siebel Open UI.
Open UI is a new presentation layer for the Siebel application.

11. 11
Modern Technology – Modern Approach
UX Workshops
Planning &
Staffing
Development &
TestingDeployment
Support & Fine
Tuning
Open UI Enhancement Process
• Open UI ideation through User Experience best-practices
• Executive Interviews
• Journey Mapping
• Contextual Interviews
• Identify high-value scope items
• Prune-the-Product
• Interactive Wireframes
• Backlog Prioritization
• Staff appropriately for the release activities
• Web-developers
• User Experience Architects
• Visual Designers
• Highly Experienced Siebel Architects
• Develop and test in iterations
• Deploy and support

12. 12
Case Study 1
Modernizing Siebel to Address Longstanding User Concerns
 Problem Statement
 Vision
 Journey Mapping
 Wireframes
 Design
 Build
 Demo Video

13. 13
Case Study: Problem Statement
Top User Complaints
Can’t easily search
Searching in general is difficult, but
biggest complaint is product level search
issues
Too many fields
Screens are overwhelming with
information since screens supports
multiple user roles: Sales, Marketing,
Operations
Too many screens
Example: Sales has to leave the screen,
go to another screen to make an edit and
then back to the original screen to
continue on with a process
No Business Process Guidance
Not sure what to do to accomplish what
they need
Slow Performance
Related to too many applets and fields
on screens
Project Goals
Centered around only Sales and their needs
• Other roles would continue to use
current user interface
Based upon frequent Sales activities
• Preparing for an Account Visit
• Creating a new Opportunity
• Maintaining key attributes of an
Opportunity (dates, revenue
forecast)
• Declaring a Design Win
• Accepting a Design Registration
from a Distributor
Usable and available for Mobile (tablets)
• Makes use of the new Open UI /
Web enable user interface options
Past Improvement Attempts
Smart Scripts
• Created smart scripts to assist
with Opportunity creation and
maintenance
• Screens are so cluttered, sales
does not “see” the buttons to
launch the smart scripts
TBUIs
• Can be business process
focused, so user does not get
screen errors
• Hard for users to find and
launch  not intuitive
• Limited usability options for
screen design

14. 14
Case Study: Problem Statement
52 Columns on Opty Header since screens support
multiple roles and not just Sales
Sales user doesn’t see smart script buttons
Not obvious how to launch TBUIs
No visibility to which products are on the Opportunity

15. 15
Case Study: Problem Statement
Attempt to create a screen
where “all edits” can be done
- Overwhelming
- Cluttered

16. 16
Project Vision

17. 17
Journey Mapping

18. 18
Design

19. 19
Development: Week 1

20. 20
Development: Week 2

21. 21
Development: Week 3

22. 22
Development: Week 4

23. 23
Development: Final

24. 24
Outcome
“This is the most impactful improvement to Siebel that [IT] has delivered in years”
- Freescale Sales User
Virtually Bug-Free Production Deployment
Cut sales user/system engagement times by 80%
Regular user interactions that took 12 user minutes on average now take 2.5 min

25. 25
Internet Explorer is end-of-life. What do we do with Siebel?
Simple Upgrade
Our user base hasn’t seen major improvements in years and they want more.
Modernize the Interface
Department <X>/Users want <insert cloud application>, but Siebel is embedded in our
business processes.
Hybrid Siebel/SaaS
Siebel is old technology. How can we modernize?
Find your real business drivers, then Modernize or Hybrid Siebel/SaaS.
Corporate strategy says ‘get all systems into the cloud’. How do we do that?
Find your real business drivers. Siebel on IaaS, Hybrid Siebel/SaaS, or Replace
We need a customer portal/mobile solution for Siebel. What are our options?
Modernize the Interface
Siebel CRM: Where do we go from here?

26. 26
Framework of Options
Modernize with
Siebel Innovations
Slow Migration or
Hybrid Synergy
This approach:
 Replaces existing on-premise application
features with cloud applications in one
shot.
 Involves heavy business transformation
to shift processes into the focused, and
limited, capabilities of various cloud
solutions
 Works well for simple Siebel application
use
This approach:
 Involves upgrading Siebel and
enhancing business processes using
new Siebel features such as the Open
UI framework and Siebel Mobile
 Can optionally move the servers to
cloud infrastructure-as-a-service
 Works well for complex Siebel
applications with well-defined business
processes.
This approach:
 Involves implementing cloud solutions in
strategic functional areas over time,
replacing pieces of current applications
 Involves upgrading Siebel
 Requires the development of interim
integrations that will evolve into a final
architecture
 Requires business transformation, yet
with managed risk
Replace Siebel
with SaaS Solutions

27. 27
Key Takeaways
• Siebel is still the largest, most complete, CRM application in the space
• Every Siebel customer is facing the same decisions
• Options can be boiled down to:
• Replace Siebel
• Modernize using Siebel
• Move into a hybrid Siebel/SaaS architecture
• Software-as-a-Service solutions provide excellent department-level
functionality – at the risk of creating silos within the organization