When Jade Global performed an initial analysis of Infinera’s Siebel system, it realized that many of the challenges Infinera faced were related to the user interface and inability of end users to quickly perform basic functions.

1. Migration from Siebel to
Salesforce
In 2015, Infinera had been using Siebel as
its primary technical support engine and
customer portal. However, various core
functionalities were missing. Over the
subsequent years, Siebel was heavily
customized to meet Infinera’s
requirements. With each new
customization, combined with a product
End of Life scenario, there was not a
long-term solution to meet Infinera’s new
business needs. Further investment
became difficult for Infinera to justify. Data
in some situations was too fluid and the
complexity of the enterprise footprint was
creating pockets of duplicates in the
system. This state of Service CRM became
a blocker for enterprise success, affecting
several business teams and the IT
organization. Over the recent past, a
growing disconnect between Infinera’s
modern business processes and the
precision of the CRM system became a
critical IT initiative.
Infinera chose to migrate its Siebel system
to Salesforce due to the reliable data
governance, sales performance manage-
ment and efficient partner management
tools. Infinera was looking for a storage
solution that could be integrated with
Salesforce. It needed efficient data
conversion and management when
moving from Legacy Seibel CRM to
Salesforce® Cloud. Along with this, Infinera
wanted migration activities to have
minimal impact on its existing SAP and
SharePoint application integrations.
Case Study
©2018 Jade Global Inc. All rights reserved
Migration and Conversion of More than 500GB of Siebel CRM
Data to Service Cloud® and Community Cloud Enable
Infinera to Build a Future-Ready Business Model
Products & Services
Service Cloud®
Salesforce Lightning Customer Community
SAP
Client - Infinera Corporation
Industry - Manufacturing, telecommunications equipment
About the Client
Infinera Corporation is a vertically integrated manufacturer for the
telecommunications service provider market. The company provides optical
transport networking solutions, equipment, and software services to Cloud
operators, governments, and enterprises across the globe. Founded in 2001,
Infinera holds more than 500 patents and is recognized as an industry innovator.
It is headquartered in Sunnyvale, California.
- Service Delivery, Infinera
Many thanks to the Jade team on
the functional implementation of all
the sprints for the project! Fantastic
execution...We completed the UAT in
flying colors with no major issues.
We now have a common foundation
to support our customers on. This
will allow us to fully utilize our global
organization, and we are better
positioned to scale with the
business, as we on-board new
customers.
“
“
Business Requirements
Implement a single date project
cutover from Siebel CRM to a new
Service Cloud®
Access entitlement and contracts
with product line items and service
validity dates
Use the Salesforce Community portal
for customer interactions, partner
content, self-service case
management, and Return
Merchandise Authorizations (RMA)
Integrate Salesforce Communities
with a ‘to-be-determined’ storage
solution such as SharePoint
Execute a low-impact migration of
existing integrations from SAP and
SharePoint. Utilize existing middleware
tools; BizTalk and SAP PI/BI
Data conversion of Siebel CRM data
Provide an enterprise-grade case
management, RMA, failure analysis
custom application on the
Force.com® platform

2. Complex Integration Structure
Requires Significant
Customizations
When Jade Global performed an initial
analysis of Infinera’s Siebel system, it
realized that many of the challenges
Infinera faced were related to the user
interface and inability of end users to
quickly perform basic functions. There
were complex region and line of business
compliance needs. This resulted in a
unique service account concept, which
required a solution architecture with
Master Data Model (MDM).
Jade Global facilitated the project
introducing an agile methodology style.
Infinera was transitioning away from a
waterfall methodology of project
management. Jade’s project team made
significant design and customizations. The
licensing process was on a 16-week
timeline, which demanded a tight
schedule. As a result, Service Cloud® had
to be deployed in a single cutover over the
course of one weekend.
For years, Infinera’s system had been
overused. Many patches had been
created in Structured Query Language
(SQL) commands as workarounds to
interact with the system. This resulted in a
complex structure with multiple
integration points that made the system
difficult to manage and maintain.
Furthermore, the out-of-the-box features
of Salesforce only allowed for less than 5
GB of data to be transferred. Jade’s
development team faced the challenge of
migrating more than 500 GB!
requirements could not be met by
Salesforce’s out-of-the box functionalities.
Jade’s development team had to custom-
ize and build enhancements to meet
those requirements.
When designing a wholistic solution, Jade
Global placed a high level of importance
on building entitlement-based software
downloads. Jade integrated Infinera’s
existing products with Salesforce
Customer Communities to provide a
single platform for licensing and other
customer needs. Jade created a central-
ized documentation platform for a
complete knowledge base and filters to
quickly access documents. A functionality
for receiving notifications was added for
product information and support. The
result was a next-generation, Service
Cloud® and Communities solution that
had integrations with SAP, and internal
custom applications. Throughout the
process, Jade’s project team adhered to
Infinera’s branding guidelines to ensure a
consistent customer experience.
The second half of the solution involved
performing a complete data cleansing
and migration from Siebel and creating
new processes for technical support and
RMA. Jade Global’s highly qualified
development team used compatible
applications to migrate large volumes of
data from the external system to Sales-
force® Cloud. This included more than
50,000 cases, 4,000 accounts, 10,000
contacts, 150,000 entitlements, 25,000
service contracts, and 100,000 assets. Jade
Global established tight data governance
measures to ensure data was kept secure
and that there were no errors. The new
solution offered service-level agreements
and dashboards for quick and easy
tracking. Data analytics and reports were
easily accessible to Infinera’s executives
from anywhere, at any time, and on any
device. This enhanced transparency and
control of activities for business units
within Infinera. Following the
implementation, Jade provided support
Solution Delivery and Process
Jade Global’s technology experts
conducted a series of workshops and joint
application development sessions with
Infinera. The workshops helped provide a
wholistic view of the business challenges
and processes. When Jade initiated the
project, it realized that Infinera’s business
The Solution
Service Cloud® and Community Cloud
implementations with extended brand
guidelines
Cutover from Siebel and .NET web property
Salesforce integration with SAP, MSFT
on-premise, and internal custom
applications
Salesforce integration with warehouse
management
Case Lifecycle integration with RMA
transactional data
Dynamic Salesforce Lightning
development of Service Cloud®
Entitlement-based software; one
centralized platform to quickly access
documents and train users
Implementation of product and service
notifications to effectively communicate
support information to users
Data conversion of Legacy case records,
attachments, and large files
Custom SLA dashboards created for
continuous monitoring
Case hierarchy reports created for quality
managers
Single platform for support and sales
teams to work in collaboration
Business Challenges
Complex region and line of business
compliance needs resulted in a
unique service account concept that
required significant design and
customizations
Infinera’s existing CRM was
customized heavily over the years.
Upgrades and enhancements were
difficult
Over 500 GB of data needed to be
migrated from Infinera’s external
system into Salesforce
A tangled UX navigation made the
experience dull for end users
The licensing process demanded a
tight project schedule

3. The Benefits
Improved accessibility across the
organization due to mobile adoption
Ability to focus on roadmap and
pending enhancements for the future
More positive, transparent, and quicker
RMA experience for Infinera customers
User-enabled reporting and analytics
allow quality managers to easily fetch
hierarchy-based reports
Improved inventory management and
operations
Hassle-free entitlement management
process flow
Enhanced user experience for software
downloads
Improved knowledge base experience
through platform filters
Reduced time for software search and
downloads
Improved collaboration and internal
communication across project teams
and IT
Moving from on-premise to Cloud
prevented end-of-life support
challenges
Service® Cloud Benefits and Results
Jade Global executed a fast-paced Service Cloud® development approach. The new
Salesforce® system empowered Infinera users with the ability to smoothly execute a sales
cycle and access information in real-time. In addition to improving the flow of sales
processes, Salesforce helped simplify the return merchandise authorization (RMA) process.
The RMA experience became more positive, transparent and quicker for Infinera’s
customers.
Inventory management improved when Infinera’s return merchandizing process was
simplified. Jade Global integrated Salesforce directly with warehouse management to
eliminate the role of third-party applications. The new entitlement management process
flow made service contract management hassle-free. Moreover, the move to Service
Cloud® ultimately prevented the need of end-of-life support on Infinera’s old Legacy Seibel
system. The new system gave Infinera a cohesive platform to manage their sales workflow,
as well as future-proof the business.
Jade Global provides enterprise business application implementations, integrations, software product
engineering, Cloud services, technology advisory, testing, and managed services. We are headquartered
in San Jose, California with U.S offices in Philadelphia, Boston, Los Angeles, San Diego and Atlanta. Jade
Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner and
Microsoft Gold partner. We have additional strategic partnerships with Zuora, Dell Boomi, NetSuite, and
Tableau. Jade is a member of the Oracle Cloud Excellence Implementor (CEI) Program and has been
recognized as one of the fastest-growing companies in North America by Inc. 5000.
About Jade Global
www.jadeglobal.com | info@jadeglobal.com | 877-523-3448
©2018 Jade Global Inc. All rights reserved