Getting More From Siebel


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Getting More From Siebel

  1. 1. Getting More from Siebel Siebel 8.0 Upgrades
  2. 2. Agenda Siebel 8 Upgrade Strategy Why Upgrade ? Strategic Considerations
  3. 3. Agenda Siebel 8 Upgrade Strategy Why Upgrade ? Strategic Considerations
  4. 4. Why our customers are upgrading to Siebel 8 <ul><li>Companies are constantly trying to modernize their CRM investments in order to accomplish 3 broad objectives: </li></ul><ul><li>Empower Users </li></ul><ul><ul><li>Need to have proactive, real time insight at the moment of customer interaction through a flexible, role-based user interface </li></ul></ul><ul><li>Enable Business Responsiveness </li></ul><ul><ul><li>Enable the business to respond to ongoing business process changes without incurring production downtime </li></ul></ul><ul><li>Establish Superior Ownership Experience </li></ul><ul><ul><li>Provide choice by supporting multiple deployment options and ease of manageability and integration at the lowest cost </li></ul></ul>
  5. 5. Siebel CRM 8.1 Upgrade Benefits Summary <ul><li>Siebel Sales with adaptive forecasting </li></ul><ul><ul><li>More accurate forecasts, order-to-close processes Meet sales/revenue targets more often Increased revenue </li></ul></ul><ul><li>Siebel Partner Relationship Management </li></ul><ul><ul><li>Control deals and pricing of products and services Reach operating margins Improved profit </li></ul></ul><ul><ul><li>Channel and marketing fund use and allocation Effectively deploy dollars Reduced costs </li></ul></ul><ul><li>Siebel Marketing </li></ul><ul><ul><li>Lead scoring, email routing Better candidate qualifications Improved sales </li></ul></ul><ul><li>Siebel Loyalty </li></ul><ul><ul><li>Web marketing and loyalty programs tie-in Creates new revenue channels Increased revenue </li></ul></ul><ul><li>Siebel Self-Service </li></ul><ul><ul><li>Ecommerce for sales online- integrated Creates a new revenue channel Increased revenue </li></ul></ul><ul><ul><li>Electronic service with chat, search Customer self service reduces calls Reduced operating expense </li></ul></ul><ul><li>Siebel Contact Center Anywhere </li></ul><ul><ul><li>Integrates a full call center as a service Replaces existing hardware structure Eliminates expenses, capital </li></ul></ul><ul><li>Social CRM Applications </li></ul><ul><ul><li>Analyzes sales patterns, how-to presentations More revenue optimization, customer service Increased net profit </li></ul></ul><ul><ul><li>Web 2.0 Tie-in to Facebook and more New sales channels, reduced integration New revenue </li></ul></ul><ul><li>PDA Assistant </li></ul><ul><ul><li>Allows sales updates from any rep anywhere Update information anywhere Increased productivity </li></ul></ul><ul><li>Business Intelligence </li></ul><ul><ul><li>Significantly improved analytics and reporting Better complex sales support Increased productivity </li></ul></ul><ul><li>Sales Processes Spanning Desktop and Enterprise Apps with Siebel CRM Outlook Edition </li></ul><ul><ul><li>Easier to use, learn and adopt Reduce adoption and roll-out costs Reduced expenses </li></ul></ul>Feature Benefit Business Result
  6. 6. Siebel CRM Release History Q3 2002 Spring 2004 Spring 2005 Siebel 7.5 <ul><li>Best Practice Business Processes </li></ul><ul><li>Web Services Support </li></ul><ul><li>Performance Enhancements </li></ul><ul><li>Unicode Support </li></ul><ul><li>Innovative Industry Functionality </li></ul><ul><li>Deeper CRM, Analytics </li></ul><ul><li>World Class Marketing </li></ul><ul><li>Continued TCO Improvements </li></ul><ul><li>Continued Usability and Performance Improvements </li></ul>Siebel 7.7 Siebel 7.8 Siebel 8.0 <ul><li>World Class Customer Order Mgmt </li></ul><ul><li>Industry Apps Enhancements </li></ul><ul><li>Deeper Industry Analytics </li></ul><ul><li>Make CRM Smarter </li></ul><ul><li>Enhanced Integration and Web Services Support </li></ul><ul><li>New Task Oriented User Interface </li></ul><ul><li>New Search Interface </li></ul><ul><li>Haley Rules Engine </li></ul><ul><li>Application Deployment Management </li></ul><ul><li>Customer Facing Web Services </li></ul>Latest Version Siebel 8.x <ul><li>Embedded Analytics </li></ul><ul><li>Distributed Order Orchestration </li></ul><ul><li>Deeper Office Integration </li></ul><ul><li>Enhanced Industry Applications </li></ul><ul><li>Next-Gen Self Service </li></ul>
  7. 7. Siebel 8.0 – Raising the bar in CRM Service <ul><li>Field Service Execution Tasks </li></ul><ul><li>Managed Services support </li></ul><ul><li>Store-and-forward to the Laptop </li></ul><ul><li>SOA: Inventory/Entitlement </li></ul><ul><li>Portfolio Management Process </li></ul><ul><li>Advanced Sales Forecasting </li></ul><ul><li>Territory Management </li></ul><ul><li>PRM Contract Enhancements </li></ul><ul><li>SOA: Partner Registration </li></ul>Sales <ul><li>Convergent Billing </li></ul><ul><li>Versioned Hierarchy </li></ul><ul><li>Dispute Management </li></ul><ul><li>SOA: Asset Registration </li></ul>Self-Service Marketing <ul><li>Offer Management </li></ul><ul><li>Marketing Initiatives </li></ul><ul><li>Dynamic Segment Attributes </li></ul><ul><li>Loyalty enhancements </li></ul><ul><li>SOA: Event Registration, Web Mktg </li></ul>CDI <ul><li>Universal Data Quality Integration Framework </li></ul><ul><li>Enhanced Data matching </li></ul><ul><li>Privacy Management </li></ul><ul><li>SOA: CDI Data access </li></ul><ul><li>SOA: Catalog/Configurator </li></ul><ul><li>SOA: Shopping Cart services </li></ul><ul><li>SOA: Asset-based/Network Orders </li></ul><ul><li>Procedural Condition support </li></ul>Customer Order Mgt
  8. 8. Agenda Siebel 8 Upgrade Strategy Why Upgrade ? Strategic Considerations
  9. 9. 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!
  10. 10. Define A Strategy: Identify Your Upgrade Objectives <ul><li>What do you want to gain? </li></ul><ul><ul><li>Performance </li></ul></ul><ul><ul><li>Usability </li></ul></ul><ul><ul><li>New Product Features </li></ul></ul><ul><ul><li>Existing defect fixes </li></ul></ul><ul><li>Where are your dependencies? </li></ul><ul><ul><li>Timing – e.g. quarter/year end </li></ul></ul><ul><ul><li>External conditions – e.g. activity at a competitor </li></ul></ul><ul><ul><li>Dependencies – e.g. database/platform upgrade </li></ul></ul><ul><ul><li>Resources – e.g. do you have the staff in-house? </li></ul></ul><ul><li>How much can you afford? </li></ul><ul><ul><li>System availability & downtime </li></ul></ul><ul><ul><li>Resource vs. opportunity cost </li></ul></ul><ul><ul><li>Implementation timeframe </li></ul></ul><ul><ul><li>Schedule flexibility </li></ul></ul>1 2 3 4
  11. 11. Define A Strategy: Choose The Right Strategy For Your Business Rate Of Change Scope Of Change Concise <ul><li>‘ 0 Regression’ Upgrade </li></ul><ul><li>Supports same processes pre/post upgrade </li></ul><ul><li>Leverages usability & performance gains </li></ul><ul><li>Rapid to implement due to reduced complexity </li></ul><ul><li>Reduced impact on business resources </li></ul><ul><li>‘ Platform’ for future process improvements </li></ul><ul><li>Ideal for frequent upgrade strategies </li></ul><ul><li>Frequent Upgrades </li></ul><ul><li>Upgrade to each significant release </li></ul><ul><li>‘ Latest & greatest’ features always available </li></ul><ul><li>Reduces scope of each upgrade </li></ul><ul><li>Repeated experience perfects the process </li></ul><ul><li>May require frequent end-user trainings </li></ul><ul><li>Aligns with reduced-scope upgrade strategies </li></ul>Expansive <ul><li>Process Improvement Upgrade </li></ul><ul><li>Bundles functional enhancements with upgrade </li></ul><ul><li>Leverage new product features & processes </li></ul><ul><li>Provides more tangible benefits for the business </li></ul><ul><li>Maximizes value of down-time </li></ul><ul><li>Driven by contents of a particular release </li></ul><ul><li>Well suited to ‘As Needed’ upgrade strategies </li></ul><ul><li>As Needed </li></ul><ul><li>Upgrade only when necessary </li></ul><ul><li>Better in cases where any down-time is too much </li></ul><ul><li>Requires less permanent IT staff </li></ul><ul><li>More focused on the content of the release </li></ul><ul><li>Requires less on-going change management </li></ul><ul><li>Most effective with enhancement strategies </li></ul>Measured Rapid 1 2 3 4
  12. 12. Thank You