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Best	  Prac*ces	  CRM	  Transforma*on	                     Sydney	  Water	  Corpora*on	                             Siebel...
    “The CMS Go-Live is one of the most                 successful we have seen”                            	  Ernst & You...
Background	                           – Single	  view	  of	  customer	  (almost)	   Program	  	   	                       ...
Customer	  Management	  System	              Overview	               The most comprehensive Oracle applications & technolo...
SoKware	  Selec<on	  Criteria	  •  Why	  Siebel	  eU<li<es	      –  Proven	  applica<on	      –  Locally	  available	  exp...
SI	  Partner	  Selec<on	  Criteria	            Depth	  of	  applica*on	          Depth	  of	  industry	                kno...
The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the...
The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the...
The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the...
The	  Road	  Ahead	  Importance	  of	  bedding	                                                                Looking	  b...
5	  Key	  Takeaways	  	  1	   Sponsorship:	  Support	  from	  top	  is	  cri*cal	  	  2	     Program	  Mgt:	  Tight	  cont...
Ques<ons	  from	  the	  floor	  For	  more	  detailed	  discussions,	  connect	  with	  us	  via	  our	       LinkedIn	  pr...
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New & Emerging _ Narelle Borg & Ashley Jagoe _ Best Practice CRM transformation at Sydney Water Corp.pdf

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New & Emerging _ Narelle Borg & Ashley Jagoe _ Best Practice CRM transformation at Sydney Water Corp.pdf

  1. 1. 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
  2. 2.   “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
  3. 3. Background   – Single  view  of  customer  (almost)   Program       – Improved  responsiveness  Objec*ves   – Simplify  customer  interac<ons   – Risk  aversion    Historical     – B’case  challenges  (geFng  the  cost/ Obstacles   benefit  right  wasn’t  easy)   The most comprehensive Oracle applications & technology content under one roof
  4. 4. Customer  Management  System   Overview   The most comprehensive Oracle applications & technology content under one roof
  5. 5. 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
  6. 6. SI  Partner  Selec<on  Criteria   Depth  of  applica*on   Depth  of  industry   knowledge   knowledge  Availability  of   Recent  history   skilled/   of  similar   experienced   deployments   personnel   Confidence  in  proposed   personnel   The most comprehensive Oracle applications & technology content under one roof
  7. 7. The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. What  Went  Well   Quality      Risk   Assurance   Management   Business           Data             Cleansing   Commitment   Sponsorship     &  Governance       Early  &                                                                                                                 Rigorous     Con<nued     Standards     Communica<on                              &  Methods   Vendor   Program   Partners    Management  
  8. 8. The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. Ingredients  for  Success       The most comprehensive Oracle applications & technology content under one roof
  9. 9. The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. Could  Have  Done  BeYer    During  Delivery  Phase    Post  Go-­‐Live               Delivery     Improve  process   Timing  of  OCM   Assessing   Realising  all   Method  &   don’t  automate   strategy   Support   tangible   Documenta*on   as-­‐is      into  ac*ons      needs    benefits   The most comprehensive Oracle applications & technology content under one roof
  10. 10. The  Road  Ahead  Importance  of  bedding   Looking  beyond   down  the  founda*on:   founda*on  release:   –  Post  go  live  patch   release   –  Asset  roadmap   implemented.     and  ongoing   –  Cri<cally  evaluate   governance.   enhancement   –  Defining  the   requirements  to   bigger  picture  of   maximise  further   efficiencies.   future  releases   The most comprehensive Oracle applications & technology content under one roof
  11. 11. 5  Key  Takeaways    1   Sponsorship:  Support  from  top  is  cri*cal    2   Program  Mgt:  Tight  control  of  project  delivery    3   Change  Mgt:  Business  involvement,  engagement    4   Methodology:  GeWng  the  right  balance    5   Process  Design:  Leveraging  full  solu*on  capability   The most comprehensive Oracle applications & technology content under one roof
  12. 12. Ques<ons  from  the  floor  For  more  detailed  discussions,  connect  with  us  via  our   LinkedIn  profiles:    -­‐  Ashley  Jagoe  -­‐  Narelle  Borg   The most comprehensive Oracle applications & technology content under one roof

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