CRM- A Game Changer for Logistics

20-02-2013 Confidential - InDemand Infotech Pvt Ltd 1

Discussion Agenda

1 About InDemand

2 Insight - Strength, Focus & Service Offerings

3 Transportation & Logistics - A Glance

4 CRM in Logistics

5 How to choose right CRM?

6 Why InDemand?

7 Our Success Stories


Company Background

A professionally managed software services firm exclusively catering to the
needs of customers seeking Customer Relationship Management (CRM) and
Our Business
Business Intelligence (BI) solutions

Founded by ICT Veterans with 60+ years combined experience in Oracle &
Microsoft Technologies and Web Based Applications
Leadership
Team

InDemand is located in the heart of the city of Chennai, India. Chennai has
numerous colleges and institutions of high technology that churn out a large
Location
number of educated talent pool.


Leadership Team

P B Narasimhan Strategy & Operations

 25 years of experience in the Engineering and Information & Communication industries
 Worked for Tier one IT organizations as well as MNCs in Singapore, Japan, Malaysia, Thailand and UK for many fortune clients
 Headed the CRM Practice for a Major Software Organization based out of Chennai, India
 Responsible for Strategy, Planning, Operations and Partnerships
 Has a Degree in Engineering
 Senior Management Program from the Indian Institute of Management Kolkata (“IIM-C”)
 Post Graduate program in Foreign Trade Management

Muralikrishna M Business Development Sendhil S Delivery

 Over 24 years of experience across the verticals like Banking &  18 years of IT experience
Finance, Manufacturing, IT and ITES
 Very strong in project delivery and solutions
 Worked for Tier one organizations and large conglomerates  Had managed many challenging roles such as Technical Project
Manager and Project Director
 Headed Biz Development for India and APAC in major software
organizations  Well versed in all facets of solution delivery involving project
planning & execution, risk management and people
 Responsible for Presales, Business Development and
Partnerships  Brings rich experience on quality processes such as CMMi and
ISO and multiple development methodologies including Agile
 Holds a degree in Corporate Secretary Ship from University of  Was the Global Delivery Director for CRM at a major software
Madras product & services company.
 Senior Management Program from the Indian Institute of  Post graduate in Development Economics
Management Kolkata (“IIM-C”)
 Senior Management Programme from the Indian Institute of
Management, Kolkata (“IIM-C”)


Discussion Agenda

1 About InDemand

2 Insight - Strength, Focus, Services & Offering


4 CRM in Logistics


6 Why InDemand?



Our Core Strength

 InDemand brings to the table a rare combination of
BUSINESS skills that is vital to the success of any technology
PERSPECTIVE project:
 Technical Expertise

 Project Management
PROJECT TECHNICAL
 Business Acumen
MANAGEMENT EXPERTISE
 Our associates are more trained to understand our
customers’ business objectives when designing and
delivering solutions

 We ensure that every business critical requirement is taken
care

 This helps us deliver superior solutions


Service Offerings
CONSULTING
OUTSOURCING
ARGUMENTATION
STAFF
COMPETANCY
TECHNOLOGY


Skills @ InDemand

Consultants with the following skill set will be provided specific to service category

Project Management expert, who can own the
Project Manager complete project deliverables, guide the team , act
as a trouble shooter and ensure milestones .

Consultant expert who can take part in Business
Business Analyst Requirement Analysis, Solution, validation &
functional support.

Implementation resource who can take part in
Solution Architect Business Requirement analysis, solution, design,
coding/integration & unit testing .

Implementation resource who can develop technical
Technical Consultant designs, code and unit test as per the solution or
high level design document.

Technical / Environment resource who can take care
System Analyst of environment related activities, such as setting up /
maintaining instances


Vendor Partnerships

Our business principle is to offer
deep expertise in CRM and BI
solutions leveraging select
technologies.

We have partnered with industry
leading vendors Oracle and
Microsoft to serve our customers
in implementing and maintaining
their rich product offerings
relevant to our business focus


Discussion Agenda

1 About InDemand



4 CRM in Logistics


6 Why InDemand?



Challenges

Business Challenges(CEO/COO)

How to increase Average How to increase Customer
Sales Per Customer? Retention by x% in 2 years?

How can we reduce the
Who are my “At-Risk”
time-to launch new products
Customers?
by x%

Technology Challenges(CIO/CTO)
How to simplify The IT
How to standardize
landscape and improve
Application Integration and
application response
eliminate data inconsistencies
times?
How to Provide secure
access to information How to decrease Total Cost
without compromising data of Ownership ?
safety


Expectations

BETTER
CUSTOMER
SERVICE BUSINESS
GROWTH

AGILITY TO
CHANGE COST
CONTROL

OPERATIONAL
EFFICIENCY CHANNEL
ENABLEMENT


B O T imperatives

BUSINESS OPERATIONS

• Increase profitable Cross-Selling • Streamlined Services
• Enable Intelligent Up-selling • Enable measurement of results and reward
• Improved multi-channel customer service performance at multiple levels
• Enterprise wide Insight • Pre-built, customizable Performance
• Reduce Time to Market of new Products Scorecards
• Operational Cost Analytics`

TECHNOLOGY

• Ease of implementing new business processes
• Multiple CRM functions within a homogenous environment
• Versatile and Simplified Integration Capabilities
• Market Leading CRM platform with global support and periodic updates
incorporating changing industry best practices


Discussion Agenda

1 About InDemand



4 CRM in Logistics


6 Why InDemand?



CRM in Logistics

Passion Delivered
Our focus - Delivering Value to Customers.


Transportation & Logistics at a Glance
Supply chain Management Business Prospective
 Order , Sales & Distribution Mgt  Lack of Demand Forecasting Expertise
 Logistics/Warehouse /Inventory Mgt  Visibility across Supply Chain
 Procurement Management  Fleet Utilization
 Visibility  BPI Across Geographies
 Demand Planning & Forecasting  Operational Efficiency
 Compliance & Documentation Technology Prospective
3PL /4PL  Technology Expectation from End
 Brokerage & Shipment Mgt Customers
 Fuel & Rental Operation Mgt  Integration of Multiple Systems
 SCP Management  Real time Integration and integration of
 Finance and Accounting multiple system
Management  Simplify IT Landscape and improve
 System Integration Management application resource time
Transportation (Ocean, Air & Ground) General Regulatory Requirement
 Order/Booking Management  Regulatory Compliance
 Tender & Contract Management  Transaction Processing Time
 Shipment Planning, & Execution  Transparency and Risk Management
 Shipment Visibility
 GTM & Forecasting & Documentation
Logistics
 Warehouse/Inventory
Management
 Transportation Management
Operational Planning Mgt
 Freight Payment,
Billing & Claim.

 Business Growth
 Cost Control
 Operational Efficiency
 Increase in retention of customers
 Stay ahead of competition
 Reduction of total cost of ownership

20-02-2013 16
Confidential - InDemand Infotech Pvt Ltd

Supply Chain Management

 Order booking  Monitoring Order Status
Order Management  Order allocation  Exception Handling
 Order Release

 Inventory structure
 Transaction process
 Unit of measure, class & conversion
 Planning and Replenishment
 Item Setup, Status and Control
Inventory Management  ABC analysis
 Item Information
 Physical Inventory process
 Item Attributes
 Intercompany invoicing
 Lot Control & Serial Control

 Storage & Facility Management  Reverse/ Return Logistics Mgt
Warehouse Management  Inbound & Outbound Logistics  Documentation & Compliance
 Value Added Services Mgt  Distribution Management

 Inventory Management  Account Management
 Warehouse Management  Contact Management
Logistics Management  Transportation Management  Lead Management
 Opportunity Management

 Account Management  Quote Management
 Contact Management  Order Management
Sales  Lead Management  Invoice Management
 Opportunity Management  Product Catalogue Management

 Release Management
Distribution Management  Pricing Management

 Planning  Receiving
Procurement Management  Order  Billing

20-02-2013 Confidential - InDemand InfoTech Pvt Ltd 17

Alignment of SCM with CRM

 Order booking  Monitoring Order Status
Order Management  Order allocation  Exception Handling
 Order Release

 Inventory structure
 Transaction process
 Unit of measure, class & conversion
 Planning and Replenishment
 Item Setup, Status and Control
Inventory Management  ABC analysis
 Item Information
 Physical Inventory process
 Item Attributes
 Intercompany invoicing
 Lot Control & Serial Control

 Storage & Facility Management  Reverse/ Return Logistics Mgt
Warehouse Management  Inbound & Outbound Logistics  Documentation & Compliance
 Value Added Services Mgt  Distribution Management

 Inventory Management  Account Management
 Warehouse Management  Contact Management
Logistics Management  Transportation Management  Lead Management
 Opportunity Management

 Account Management  Quote Management
 Contact Management  Order Management
Sales  Lead Management  Invoice Management
 Opportunity Management  Product Catalogue Management

 Release Management
Distribution Management  Pricing Management

 Planning  Receiving
Procurement Management  Order  Billing


Logistics Service Provider Service Solution Map
Business
Data Mgmt./ Risk Data Verification Compliance,SOA, Disaster Mgmts.
Master Data Mgmt. Continuity Data
Process
Mgmt. &Rectification Integration
Mgmts.

Catalog Returns & Repair
Order Management Order Processing Order Expediting Customer Service
Management Management

Inbound / Out Storage & Value Inventory Facility Planning &
Warehousing Bound Processing Added Services Management Design
& Network Design
Transportation Transportation Distribution &
Planning & Fleet Management Freight Freight Bill Audit
Execution Management

Transportation & Supply Chain Financial
Supply Chain Business
Visibility & BI Fulfillment Event Reporting &
Analytics Analytics
Visibility Management Forecasting

Incentive & Collaborative
Supply
Vendor Management Procurement Commission Planning & SRM
Management
Management Execution

Compliance & SOX Global Trade Corporate Container Security
Taxation
Regulatory Compliance Management Governance Intiative

Revenue Productivity
Activity Billing Invoicing Accounting POD Management

Intra-
Enterprise Supplier Customer Customs Alliance Partner
Organizational
Integration Integration Integration Integration Integration
Integration

Marketing Lead & Campaign Contract
Client Management Sales Management CRM
Planning Management Management

Strategic Information
Corporate Infrastructure Human Resource Financial
Enterprise Systems
Applications Management Mgmt Management


Logistics Process Flows

 Industry Best Practices C Customer Management

 900 Plus Business Requirement
V Vendor Management

 Quote to Order- Process
O Order Mangement
 Order to Cash – Process

 Integration Functional Process R Contract Management

 Exception Process T Transporation

 Pre- Defined Test Scripts
D Compliance

Logistic Process Flows A Accounts

F Fleet Management

W Warehouse Management


Contract Logistics Process Flows


Freight Forwarding Process Flow


Courier Process Flow


CRM Shift - Cross-channel execution

Marketing
Sales
Service
Yesterday (across lines of Today
business)
• Few Channels • Cross-Channel Interaction
• Silo’ed Interactions • Customer-centric Information
• Multiple Systems and and Governance
Processes • Total Cost of Ownership


Consistent Experience across Channels…

Agent Desktop Web Services Core Systems

Consistent Customer Experience Across Channels

Single View of Guided Opening / Service
Customer Selling Fulfillment Management
• Real-time Balances • Cross-Sell/Up-sell • Multi-product • Financial
• Account Details & • Sales Offers application processes Transaction Support
Transaction History • Needs Analysis • Data capture • Common Service
• Contact & • Product Catalog • Document fulfillment Issue Management
Opportunity • Product Features / • Account Funding
Management Benefits
• Interaction History


CRM - Solution & Business Benefits

Solution Business Benefits
• Customer Information Assimilation and storage • Provide better Customer service
• Analyzing profitability • Improves ROI
• Aiding Marketing efforts • Increased operational efficiencies and collaboration
• Gaining New customers • Increases productivity and Customer base
• Relationship Management • Facilitates Customer retention
• Cross-Selling & Up-selling • Increases wallet share
• Excellent Customer Service • Customer Delight
• Customer segregation • Customer aligned Products and Services
• Reports and Dashboards • Effective Forecasting and Analytics
• Campaign Management • Quality lead generation
• Enhanced Customer Loyalty & Long term value • Reduces Customer churn out
• Event Management • Proper traction of Event and results
• Automation Process • Seamless process with Zero Error
• Business Rule • Customized products and services
• Chinese Wall • Increase Product per Customer
• Incentive Management • Tracks the overall budget


CRM – Key Characteristics

Agile in deployment & Banking functionality

Consistent execution of customer process
across channels
Scalability of design , capacity, Performance, &
Flexibility.

Effective integration of Business Intelligence

Measurable results

Secure in handling of Customer information

Ease of Customization and Configuration

Seamless Integration with existing systems

Data Migration capability & Data Governance


Discussion Agenda

1 About InDemand



4 CRM in Logistics


6 Why InDemand?



Evaluation Methodology

• Measured from Functional
BRS & CRM workshop

Functional

• To be decided Post • Measured from
Assessment based on Technical BRS , Tech.
the Business & TCO Technical Sections in RFP
Technology Appendices & CRM
Requirements workshop

Product

• Measured from analyst
review in the CRM market


Evaluation – Methodology Parameters

Functional Assessment Technical Assessment

• CIF Requirements • Architecture
• Retail Requirements • Platform
• Wholesale Requirements • Database
• Deployment
• Application Fail Over & Disaster
Product Assessment Recovery
• Scalability & Flexibility
• Current Product Offering • Performance Monitoring
• Go to Market Strategy • Development
• Marketing Presence • Parameterization
• Interface & Integration
TCO Assessment • Middleware
• Security & Audit
• Upgrade , Enhancement & Release
• License Cost
• Workflow
• Implementation Cost
• Customization Cost
• Other Expenses

* All parameters were shared for evaluation


Evaluation - Functional

ABC CRM XYZ CRM
100
91
90 86 • Bundled solution having comprehensive • Solution having the strong ability to configure &
80 functional capabilities and in-built Banking customize capabilities as per Bank needs .
70 features •Strong capability and flexibility of adding the custom CIF
60 • Richness of available functionality allows fields through user interface .
50 leveraging of best practices . • Strong customer analytics
40 • Strong capability and flexibility of adding the • Accessible from Outlook client
Strength
30 custom CIF fields through user interface . • Strong Social Media capability and Facebook banking
20 • Out of the box Loyalty Management .
10 • Strong customer analytics with BI .
0 • Strong Social Media capability
Functional

ABC CRM XYZ CRM

• ABC is a matured on premise solution and is • More customizations/new development would be
not rapidly changeable to changing business required in XYZ to meet all Major functionalities.
needs. •Not a in built banking industry solution .
• Most comprehensive single solution that meets • Loyalty Management is not out of the box but already
Cautions most requirements out-of-the box. However it customized for banking needs
requires an extended configuration and
testing/release time
• Difficult from a sustenance perspective


Evaluation - Technical

ABC CRM XYZ CRM
100 92
88 • ABC is an established and mature technology • Strong Integration capability with their Direct Channel
90
with mature implementation knowledge-base applications .
80
in the market. • UI is very similar to other applications.
70
• The mobile applications are natively built for • Application is accessible through browser and outlook.
60
50 some platforms like iPhone/ipad. • Integration is through Web Services, SQL Server

40 • ABC supports Oracle as well as other Integration Services, Data Adapters, Exposed Systems

30 Strength database. APIs, Adapters and Web Services.

20 • Parameterization is part of the application

10 setup

0 • Single and centralized location for monitoring
Technical the application.
• ABC is fully integrated with Oracle SOA which
ABC CRM XYZ CRM
based on BPEL.

• The application is supported on Oracle VM for • Data masking tool/utility is not available out of the box.
system virtualization . • XYZ CRM supports only the earlier version of DB.
• Oracle do not certify testing/QA tools .
• Auto Dialer interface is not supported
Cautions


Evaluation - Product

ABC XYZ CRM
• ABC CRM is an example of large enterprise • XYZ CRM is an example of midmarket CRM suits .
5.00
4.39 CRM. • “Power of Choice” offering how to deploy (on-premises,
4.50
4.00 • ABC leads across-the-board deep CRM on-demand, partner-hosted), how to pay (license,
3.50 3.29
functionality and provide robust capabilities. subscribe, finance), and how to use (Outlook client,
3.00
• Best-of-breed status for most CRM browser, SharePoint site, other interfaces) the application.
2.50
2.00 functionalities. • Relatively easy to configure and deploy.
Strength
1.50 • Strong analytics capabilities enhanced further • Competes well on price compared with its major
1.00 through integration with BI solutions. competitors.
0.50
0.00
Product

ABC CRM XYZ CRM

•Application complexity, and lengthy • Lacks industry-specific solution.
implementation schedules. • Requires commitment to a specific infrastructure in
• Poor usability and high cost. order to lower their TCO in buying and managing business
• Upgrade face exorbitant costs. technologies.
Cautions • Low user adoption. • Native deployment is not provided on some OS mobile
smartphones, such as the BlackBerry and iPhone;.


Evaluation - Approach

Explore Analyze Validate Recommend

 Evaluation Approach  BRS response  CRM workshop  BRS compilation and
review and finalization consolidation  Product demonstration assignments of final
 BRS Review  Identify GAPs in Vendor by vendor scores and weights with
 RFP Review response  users feedback
 Evaluation Template  Pre workshop evaluation  BRS validation with  Perform detailed
Preparation of CRM products vendor evaluation
 Requirement  Assign scores & weights  Product technology  Product
classification and Weights based on the RFP & BRS assessment with vendor  Functional
assignments response  Gap assessment with  Technical
 Compile TCO for all vendor  Vendor
vendors  User feedback  Total Cost of
 Demo script preparation Ownership
for workshop  Review evaluation
outcome
 Prepare evaluation and
product recommendation
report


Discussion Agenda

1 About InDemand



4 CRM in Logistics


6 Why InDemand?



Differentiator #1 - Experience & Expertise
PBN

 Practice Head (CRM) in a IT Major, India
 Fortune Bank (GTS), USA, UK and Singapore – Siebel 7.8
 Fortune Bank (PBG), USA & UK – SFDC
 Leading Bank, UK – Siebel 7.8
 Leading Leasing Organisation, Germany – Siebel 6.x
 Leading Leasing Organisation, Germany – Siebel Upgrade 7.7
 Leading Leasing Organisation, Germany – Siebel 7.7 (EAI)
 Hi Tech Design Organisation, USA - Siebel 7.8
 Fortune 10 Organisation (TFS), USA – Siebel 7.7
 Fortune 10 Organisation (Mod Space), USA – Siebel 7.7
 Fortune 10 Organisation(RTS), USA – Siebel 7.7

 Project Director (CRM) in a IT Major, India
 Fortune 100 Organization, USA – Siebel 7.8
 Project Manager (CRM) in a MNC, Bangkok & UK
 Leading Software Services Organization, UK
 Three Banks, Bangkok – Siebel 7.5
 Project Manager (CRM) in a IT Major
 Fortune Bank, Japan – Siebel 6.x
 CRM Consultant in a MNC, Singapore
 Public Sector, Singapore - Vantive



Murali Krishna M

 Head of Sales in a IT Major, India

 Over 25 years of experience across verticals Manufacturing, Financial Services and
IT.
 Pre-sale Head for Travel & Logistics vertical in IT major India.
 Instrumental in acquiring largest logistics customers across the globe.
 In-depth understanding of Logistics domain.
 Head of sales in IT majors from past 10 years
 Project Director (CRM) in a IT Major, India
 Fortune 100 Organization, USA – Siebel 7.8
 Project Manager (CRM) in a MNC, Bangkok & UK
 Leading Software Services Organization, UK
 Three Banks, Bangkok – Siebel 7.5
 Project Manager (CRM) in a IT Major
 Fortune Bank, Japan – Siebel 6.x
 CRM Consultant in a MNC, Singapore
 Public Sector, Singapore - Vantive


Sendhil S

 Vice President (CRM Delivery), InDemand Infotech Pvt Ltd, India

 Program Manager, Leading Bank, Bahrain – CRM Consulting & Package
Evaluation and Implementation
 Delivery Head (CRM), Mobility Company – Siebel 7.7 & 8.1
 Delivery Head (CRM), Major French Electric Mfg. company – Siebel 7.8

 Delivery Head (CRM) in a IT Major, India

 Leading Bank in UK – Siebel 7.8
 Fortune Bank (GTS) in USA, UK and Singapore – Siebel 7.8
 Fortune Bank (PBG) in USA & UK – SFDC
 Leading Leasing Organisation, Germany – Siebel 6.x
 Leading Leasing Organisation, Germany – Siebel Upgrade 7.7
 Leading Leasing Organisation, Germany – Siebel 7.7 EAI
 Hi Tech Design Organisation, USA - Siebel 7.8
 Fortune 10 Organisation (TFS), USA – Siebel 7.7
 Fortune 10 Organisation (ModSpace), USA – Siebel 7.7


Differentiator #2 – Innovation – Products & IP’s

ACCOUNT/
LEADS OPPORTUNITY CONTACT LOYALTY

PRODUCTS

Walk-in, Phone,
Website Visit Generate Leads
Accounts

Loyalty Members
Promotions on Shopping, Airlines, Hotel Stay
Won Opportunity
Credit Cards
Contacts

Assign Leads

Follow up Leads
Loans

Points Accrual

Qualified Leads Redeem Points

Qualify Leads
Accounts
Disqualified lead Lost Opportunity

Products

Activities/Service Requests



MEMBER PROGRAM PROMOTION

LOYALTY Promotions on
PRODUCTS Shopping, Airlines,
1 Member Enrolled in
Program automatically A Program has many Hotel Stay
TIER
based on Product promotions

Points used to
automatically Points Accrual
change the tier
Credit Card
status
Points used to
automatically
2 change the tier
TIER
status

Debit Card

Member shall
Redeem the points
Points used to to purchase any
automatically Products/Services
Travel Card change the tier
status

3 Redeem Points
TIER Reward
Gift voucher given
to member when
tier status changes



CRM

Middleware Application
Facebook Users

`

IIPL Page ACTIVITIES


Differentiator #3 – Service Oriented Differentiators

OUR DIFFERENTIATORS

Multiple
Process Driven Approach Knowledge Driven Innovative pricing models
Approach Service Delivery
- Certified Employees Assured Value Creation Accelerated Problem - T&M
trained on process + - Collaborative process Solving - Drives higher - Fixed Price
Technology skills to creation - Structured approach efficiency, lower cost - Fixed Bid
deliver value - Captured in InDemand- to value creation - Faster Resolution to - Flexible approach to - Other
- Higher effectiveness customer dedicated - % of Savings in the issues. meet client Innovative
- Focus on Solving academy support contracts - Solution Drivers requirements. models
business problems - Best of both the worlds - Measurable value - Innovate new
- Faster Resource creation engagement model.
Onboarding
- Increased Productivity

What is in it for Customer ?

Continuous
Tangible value Qualitative Service Predictable cost
Improvement Flexibility
Creation


Best Practices ……

Knowledge Sharing Cross Training
Knowledge Base

Training & Certification
 We Identify each associate’s key strengths in different
skillsets and plan for appropriate cross-training sessions
 Promising Candidates are sponsored for Vendor
Certification programs
 Conduct Guest Lectures
 Training given on Project Management and Quality
Processes
Seniors

 Comprehensive 6 months of structured training for fresh
Engineering Graduates which includes hands on sessions
and a few complete small projects
Project management Methodology  Qualified resources are deployed into a real-time project
shadowing experienced associate for 2-4 months
 Deserving Candidates are sponsored for Vendor
Certification programs
Juniors  Provide sessions on relevant soft skills


Key reason of Success…

PEOPLE
Clear understanding
Roles & Responsibilities
3 Essential Components

PROCESS

Manageable &
TECHNOLOGY Measurable Deliverables


Discussion Agenda

1 About InDemand



4 CRM in Logistics


6 Why InDemand?



Our Team’s Global Experience

 Siebel 7.8 for Fortune Bank (GTS) in USA, UK and Singapore
 SFDC for Fortune Bank (PBG) in USA & UK
 Siebel Upgrade to 7.7 for Leasing Company in Germany
 Siebel 7.7 Integration (EAI) for Leasing Company in Germany
 Siebel 7.8 EAI & Reports for major French Electric Mfg. company
 Siebel 6x Implementation for Three Banks in Bangkok
 Siebel 6x Upgrade for Fortune Bank, Japan
 MSCRM 4.0 Implementation for Servicemen Club, Singapore
 MSCRM 3.0 Implementation for a Free Trade Zone, Middle East
 MSCRM 3.0 & SharePoint for Public Sector, Middle East
 QlickView BI for Deposit Insurance, Singapore
 Vantive Implementation for Public Sector, Singapore


Sample Case Study - Siebel - iPad Integration

Project Background:

Building a new interface between iPad and Siebel Pharma Application allowing bidirectional exchange of data.
Siebel Pharma was rolled out as a common back end where the crucial business process takes place. The
vital entities (Account, Contacts, Activities and Products) were requested from iPad to Siebel as Master Data
Downloads. Siebel provided the Corresponding data in XML format for the entities as Response message.
The transactions happened in iPad application was pushed to Siebel application as XML, and was
subsequently saved in Siebel database.

Challenges: Solution:

• Though experienced in integration Provided assistance to client in generating the correct Siebel
between Desktop applications and Schema structure to get the Updated Transaction Data.
Siebel applications , this is first
Integration occurrence between iPad
Benefits:
and Siebel application
• Improved Product quality and Compliance
• Significant revision of Schema
• Increased Customer centricity
structure in iPad application to match
• Enhanced end - end communication between any of the
with Siebel structure for transaction
Mobile devices with Siebel applications
processing.
• Effective usage of Customer resources
• Provision for changing the Sales plans, Activity Plans and
Route Plans dynamically.
• Cut the Operational Costs by 20%


Sample Case Study – 1
Siebel Pharma application used by Pharmaceuticals, Medical and
MOBILITY INDUSTRY Siebel 8.1.5 | Oracle 11g
diagnostic industry. Application was implemented in English
Pharma Application IIS Server 7.5 | MS office 2010 language.

Landscape Overview Siebel-iPad apps Integration (EAI Solution)

• Siebel receives the user Id of the Medical Representative as a
Web Service Layer

request from iPad application to invoke the web service call
for the master data downloads like Account, Contact, Activity
Webport and Product.
Request
• The Master Data for the user Id is queried from the Siebel
Database and sent back to iPad application as Response
WSDL SOAP/ message
HTTP
Publish Transaction :
• User Creates new record or updates the existing data in iPad
Administration

Administration HTTP
application and submits the data.
Invocation
Service
Siebel

Layer

Screen Listener
• The data is sent as a web service request to Siebel. Siebel
creates a new record / Updates the records as necessary in
Siebel Database and sends the row Id of the corresponding
records as the response message.
SIEBEL
Business Process
Workflow
Database
Layer

DATABASE

Transactions
Master Data Sync


Sample Case Study - 2
Siebel Sales application used by Sales, Service industry.
RETAIL INDUSTRY Siebel 7.7 | Oracle 11g
Application was implemented in English language.
Retail Application IIS Server 7.5 | MS office 2010

Landscape Overview Siebel-iPad apps Integration (EAI Solution)

• Siebel receives the user Id of the Sales/Service
Web Service Layer

Representative as a request from iPad application to invoke
the web service call for the master data downloads like
Webport Account, Contact, Activity and Product.
Request
• The Master Data for the user Id is queried from the Siebel
Database and sent back to iPad application as Response
WSDL SOAP/ message
HTTP
Publish Transaction :
• User Creates new record or updates the existing data in iPad
Administration

Administration HTTP
application and submits the data.
Invocation
Service
Siebel

Layer

Screen Listener
• The data is sent as a web service request to Siebel. Siebel
creates a new record / Updates the records as necessary in
Siebel Database and sends the row Id of the corresponding
records as the response message.
SIEBEL
Business Process
Workflow
Database
Layer

DATABASE

Transactions
Master Data Sync


Customer Voice

“ Appreciation from
the Practice head
of a top-5 global
I want to express our

”
consulting firm
deep appreciation for all the hard work
you and your team have contributed to the
Siebel engagement of our key client.

I particularly appreciate InDemand Infotech making this
engagement successful and smooth in a very short notice and
address critical issues we had in Reports and Integration.

We also thank InDemand Infotech in establishing their
expertise in Siebel CRM with our client stakeholders and
for continued remote support from Chennai.
I hope to count on InDemand CRM consultants for our
Siebel needs in the future.

Best Wishes,
Siebel Practice Head


Chennai Development Centre

InDemand Development
Centre in Chennai, India


Lets Partner…


THANK YOU

Contact:

InDemand Infotech Pvt Ltd. InDemand Infotech Pvt.Ltd
5th Floor, JVL Plaza ,501, Mount Road
Teynampet, Chennai - 600 18 P.O.Box 2801 Manama, Kingdom of Bahrain
India.
T:97317226757 F:+97317728434
Phone: +91 49017555/7590
www.indemand.co.in


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