SoftClouds & Siebel Our Expertise.

|| OPTIONS REDEFINED || Copyright © 2024 SoftClouds - All Rights Reserved
.INNOVATION
.IDEAS
.INSPIRATION
SoftClouds & Siebel
Our Expertise

About Us
Founded
2005
Other Locations
Hyderabad, India
Delhi, India
Tokyo, Japan
Headquarters
San Diego, CA
Our Partners
Oracle

Industries
Financial
Hospitality
Healthcare
Technology Airlines
Consumer
Goods
Engineering
& Construction
Industrial
Manufacturing
Communication
Automotive
Utilities
Diversified

Customer
Experience
Help Clients Succeed with CX
Techno Creativity
Innovation
Strategic & Technology Solutions
& Services
Ideate & Create Next-Gen
Solutions for Client Profitability
Our Mission Trifecta

Siebel Transformational
Services
Siebel to Cloud Migration
(OCI, AWS, etc.)
Siebel Open UI Enablement Siebel Innovation Services
Siebel Upgrade Factory
High CX Competency & Can
Integrate CX with Siebel Custom Plug-Ins for Siebel
Siebel + Innovation
AI, NLP, ChatGPT, Computer
Vision, Voice, Mobile, etc.
Siebel Autonomous DB
Our Siebel Expertise
Siebel DevOps
CI/CD, Kubernetes, Docker
Event-Driven Architectures
Micro Services
OCI Services
Multi-Cloud & Hybrid Cloud
Been a Siebel Beta Tester
for Past 15+ Years
Been on Siebel Customer
Advisory Board for Years
Partnered with Siebel
Platform Development Team
for Decades
Developed Multiple
Innovations on Siebel
NLP Experts Data & Cloud Expertise Computer Vision
Mobility

Application
Modernization
Cloud Migration
UI/UX
Enhancements
Mobile
Application
Development
Siebel Upgrade
Analytics &
Reporting
Enhancements
Integration
Services
Support &
Maintenance
Services
Data Integration
& Microservices
Near Zero
downtime on
code
deployment
Robust
performance
REST API
Services
Monitoring &
Logging
Reduce Cost of
Ownership
Security &
Access Control
Features:
• Upgrade to the Latest Siebel patch to meet
the compliance requirements of customers
at speed and scale.
• Help organizations maintain data quality
& consistency
Siebel Transformational Services
Our Services

Change
Management
Deployment
Automation Suite
Assessment &
Planning
Application &
Data Migration
Monitoring &
Reporting
Phased Migration
Cost Management
Post-Migration
Support
Fast
Infrastructure
Access
No Clustering Quickly Scale
Usage
Disaster
Recovery
AI &
Automation
Geographical
Expansion
Integration
Capabilities
Features:
• Provide cloud infrastructure benefits &
reduce total cost of ownership (TCO)
• Increase capabilities of Siebel with high
availability, disaster recovery &
performance
Siebel to Cloud Migration
Our Services

UI Customization Better UI/UX
Workflow
Automation
Security
Enhancements
User Support &
Maintenance
Siebel
SmartScript
Personalization
Improved User
Interface
Mobility Siebel
SmartScript
Personalization Dynamic
Layouts
Shorter
Development
Cycle
Features:
• Siebel Open UI is an extension of the
Siebel User Interface
• Utilize modern web standards (HTML,
CSS & JavaScript)
Siebel Open UI Enablement
Our Services
Device &
Platform
Independent

Omni-Channel
Support
Customer Self-
Service Portals
AI, ML & NLP
Integration
Mobile Solutions
Integration
Framework
Data Analytics &
Reporting
Customer Journey
Mapping
AI & Chatbot
Integration
Workflow
Automation
Advanced
Analytics
Artificial
Intelligence IoT Integration Personalization
Omni-Channel
Customer
Engagement
Customer 360
View
Features:
• Services & features designed to facilitate
innovation
• Enhance capabilities of Siebel CRM
• Help clients achieve digital transformation
Siebel Innovation Services
Our Services
Marketing
Automation
AI Chatbots

Oracle CX Suite
CX Strategy Mobile Solutions
Analytics &
Reporting
Customization &
Configuration
Personalization
Oracle CX
Cloud Suite
Self-Service
Portals
Knowledge
Management
360-Degree
Customer View
Salesforce
CX Suite
Personalized
Experiences
Flexible
Deployment
Features:
• Integrate with various other systems
& applications
• Enable clients to create a seamless &
personalized CX
CX Integration with Siebel
Our Services
Intelligent Automation
& Self-Service
Salesforce CX Suite

Installation &
Deployment
Monitoring &
Evaluation
Conflict
Resolution
Troubleshooting
Integration
Updates
Pre-Upgrade
Assessment
Multi-Language
Support
Oracle Cloud
Infrastructure
(OCI)
Cost Efficient DevOps Pipeline
Features:
• Deliver an automated development
upgrade
• Quick setup of development &
other environments
Siebel Upgrade Factory
Our Services
Assessment
Report/Upgrade
Dashboard
Assessment &
Planning
Training & Change
Management

Mobile
Solutioning
Browser Plugins Integration
Analytics &
Reporting
Customization &
Configuration
Personalization
Mobile Plugins Application
Specific
functionalities
Device Agnostic Browser
Independent
Innovative
Dashboards
Personalized
Experiences
Flexible
Deployment
Features:
• Creation of Custom Siebel Plugins
• Enable better features & integration
Custom Plugins for Siebel
Our Services
Micro Services
Innovation

Database
Management
Backup &
Recovery
Enterprise Data
Warehouse
Transaction &
Analytics
AI & Machine
Learning
Low-code
Applications
Self-Service
Analytics & Data
Warehousing
Machine
Learning & AI
Graph
Analytics
Reduce Cost and
risks
Self-Service
Data
Management
Features:
• Automate service for clients to develop &
deploy applications
• Deliver highest performance, availability
& security for OLTP, analytics, batch &
Internet of Things (IoT) workload
Siebel Autonomous DB
Our Services
Data Migration
Spatial
Analytics
Data
Protection &
Security
Integrated IoT
Applications

CI/CD
Automated
Testing
Cloud Consulting
Continuous
Monitoring
Migration &
Upgrade Services
Data Guard
Containerization
Automate
regression
Testing
Automated
Migration
Easy to Spin up
new instance
No/Less Manual
effort
Automate
Reporting
Features:
• CI/CD, Kubernetes Docker & other
DevOps tools
• Enhance Siebel by streamlining
development, deployment & scaling
processes, resulting in improved
efficiency & reliability
Siebel DevOps
Our Services
CI/CD Low
Maintenance
Documentation &
Knowledge Sharing

Oracle Cloud Infrastructure (OCI)
Cloud Advisory
Services
Application
Modernization &
SaaS Operations
Application
Migration
Cloud Managed
Services
Cloud
Infrastructure
Services
Our Services
Network &
Connectivity
Features:
Storage &
Databases
Data Platform,
Data Science &
Analytics
Applications &
Integration
Security &
Governance
• Design for higher performance, lower cost
& easier cloud migration
• Integrate with Oracle Data Integrator,
Golden Gate, SOA Cloud service
Data Migration
Industry-Specific
Cloud Solutions
Cloud Security &
Innovation
Developer
Services
Migration
Services
Identity
Services
Integrated
SaaS – PaaS -
IaaS
Cloud @
Customer

Event-Driven Architectures
Digital
Transformation
Data
Transformation &
Mapping
Event Bus
Architecture
Microservices
Monitoring and
Logging
Event-Driven
Analytics
Our Services
Microservices
Features:
Kafka ZooKeeper
JRocket
Real-Time
Pub-Sub
Mechanism
• Implement event-driven architecture for
independent deployment & scaling
• Provide agile development with stateless,
loosely coupled components
Event Subscriptions
& Handlers
Event-Driven
Workflow
Automation
Event-Driven
Messaging

SoftClouds & Siebel
Customer Stories

Customer Location Technology Solution Started Year
Aviation USA
Siebel, Mobile Siebel upgrade to their customer portal application using Siebel Open UI.
Optimized guest registration & other areas. Implemented vulnerability fixes,
consistent & constant upgrade of Siebel patches. Migrated from Android to
iOS globally. Integrated Mobile applications & solutions to Siebel. Multiple
innovations in solutions.
2017
Healthcare USA
Siebel Did a Siebel health check to enhance Siebel platform with task-based UI &
modernize e-services. Enhanced user experience, leveraged native reporting
& redesigned notification & alert functionality.
2021
Technology
USA
Siebel, CPQ Siebel architecture & solutioning. Developed system level solution for
Inflight order changes. Complete work on Siebel tools & configuration, defect
fixes & production deployment. Developed new product catalogs as per
product marketing requirements, Open UI Changes, Siebel products &
Configurator, Siebel tools, Siebel EAI, workflow, web services & eScript.
Implemented customized recommendation & simplified complex sales &
approval processes.
2019
Automotive Japan
Siebel Successfully conducted Siebel health check. Reviewed Siebel application &
underlying hardware, operating system, & database & provided
recommendations.
2016
Customers Overview – 1/2

Customer Location Technology Solution Started Year
Technology USA Siebel
Moved all research participants from Siebel & SQL database to Salesforce.
Integrated email automation & response capturing system. Automated
surveys, real-time response capture in Salesforce.
Health USA Siebel
Integrated Siebel application with UPS, TRON, ecommerce & Fit Orbit
through web services. Streamlined services for refunds & shipping process,
customer service adjustments, emails, smart scripts, CTI & health sheets.
Implemented a simplified process that streamlined functionality & boosted
agent efficiency.
2010
Hospitality USA Siebel & OSvC
Implemented browser-independent solutions for sales processes, room
inventory controls, & seamless access, boosting productivity & revenue while
reducing maintenance & automating customer follow-up.
2016
Hospitality USA Siebel Upgraded Siebel application; recorded development repository, successfully
ran upgrade in separate environment.
2020
Automotive Japan Siebel & OSvC
An automated customer portal was constructed to enhance service, improve
efficiency, notify dealers of complaints, & offer knowledge access. Integrated
with Siebel for incident management.
2017
Scientific USA Siebel Updated Siebel CRM application version & underlying hardware, operating
system, & database. Fixed Internet Explorer pop-up window issue.
2019
Automotive Sweden Siebel &
Salesforce
Established a dealer self-service community with personalized KPIs,
branded collaboration, efficient data flows, automated scoring, & mobile
access.
2020
Customers Overview – 2/2

Industry - Aviation
Pain Points Our Solutions Results
• Required user-friendly customer portal
• Needed to manage vulnerability fixes, consistent &
constant upgrade of Siebel patches
• Difficult to track entry check-ins & conference room
bookings
• Difficult tracking & storing customer data in current
database, especially multi-continent driving
licenses, passports & other documents
• Trouble tracking multiple client & server calls
• Migrated from Android to iOS globally
• Implemented vulnerability fixes, consistent &
• Implemented mobile entry check-in changes &
developed room booking in loyalty application via
Siebel Open UI & 3rd party plugins.
• Implemented online portal to sell and utilized Siebel
Open UI to make UI changes
• Used Siebel Inline photo attachment Logic to store
images directly to database; added feature to scan
multi-continent driving license, passport & other
documents
• Introduced session storage logic to eradicate multiple
client & server calls
• Optimized guest registration performance with
Siebel Open UI; enhanced performance by 70%
• Utilized the mobile entry check-in pop-up feature by
adding newer functionality to acknowledge customer
arrival
• Enhanced features to sell using different channels;
increased sales; improved continue as guest feature
to buy passes
• Reduced vulnerability fixes & need for consistent &
Siebel & Mobile

Industry - Healthcare
• Siebel application is slow & new UI isn’t intuitive;
notification screen is confusing
• Service request prioritization is very manual;
automation is required
• Lack of knowledge on Open UI features in Siebel
application for the agents
• Adding contact is a two-step process; handover from
inbound to outbound in PC happened prematurely,
without complete data
• User experience in patient hub is poor
• Previously searched data wasn’t being saved
• Did a Siebel health check to enhance Siebel
platform with task-based UI & modernize eServices
• Added integration between Siebel & Reggie for
patient & insurance data to prevent redundant,
manual data entry
• Added integration between Siebel & telephony
System to prevent inefficiency & delay
• Redesigned notification & alert functionality
• Made DaVita Hub search functionality easier to use;
saves previously searched data to expedite searches
• Improved automation of service requests, made it
less manual to enhance user experience
• Leveraged native reporting
Siebel

Industry - Technology
• Legacy Siebel install with unique customized
configurations required technical expertise & time
to configure
• Call center agents required long training cycles to
become proficient
• System configurations couldn’t be done in field
• Built seamless quote process & channel quoting;
role-based data access & custom reports &
dashboards
• Enabled budgetary quotes via partner portal;
enabled price lists
• Leveraged sample UI templates with JET UI
• Incorporated multiple languages & currencies
• Integrated system with Salesforce & Google Maps
• Customized recommendation with guided quoting;
automated complex formulas
• Sync data between CPQ & partner portal
• Simplified quoting process & UI for guided selling;
handled complex sales & approval process
• 60% reduction in quote creation time with 100%
accuracy
CPQ, JET UI, Salesforce, Siebel

Industry - Automotive
• Legacy Siebel install with unique customized
configurations required technical expertise & time
to configure
• Needed seamless quote process with role-based data
access & increased data visibility
• Needed nearby dealer location details based
on customer address to provide details to customers
queries.
• Built seamless quote process & channel quoting;
role-based data access, along with custom reports &
dashboards
• Enabled budgetary quotes via partner portal;
enabled price lists
• Customized recommendation with guided quoting;
automated complex formulas
• Provided Open UI logic by integrating with Google
Map API to find Hyundai dealers office near to
customer address.
• Successfully improved quoting process
• Enhanced data visibility with ability to generate
custom reports & use dashboards
• Improved customer experiences by offering
customized recommendations
Siebel

Industry - Technology
• Moving all research participants from Siebel & SQL
database to Salesforce
• Sending survey emails to research participants &
capturing their response of survey
• Implementing Salesforce
sites for capturing acceptance/rejection of calendar
events from email
• Implementing NDA based on country using sites &
capturing in Salesforce when accepted NDA
• Intuit required limitless BI
capabilities to be integrated with massive data
within Salesforce
• Needed customized Salesforce dashboards to filter
real-time data & produce analytics
• Needed complex reporting & analytics defined for
data within business intelligence in real time
• Qualtrics survey is integrated to Salesforce &
customer responses are captured in Salesforce as
related object & created record; provided custom
solutions using Apex, Visualforce, etc.
• Migrated millions of records from legacy Siebel & SQL
database to Salesforce using Apex data loader &
import wizard
• Implemented Salesforce sites for customer acceptance
of calendar event & NDA
• Sending real-time emails based on
study requests using Apex single email
• services; implement scheduler & batch classes to
send daily status emails about recruitment &
reminder emails
• Integrated QlikView with Salesforce; implemented
method for Intuit for complex reporting
• Integrated email automation & response capturing
system
• Automated surveys, real-time response capture in
Salesforce
• Successful migration of legacy data & reporting
• Highly interactive website for live support & easy to
access resources
• Dynamic management of knowledge base
& easy maintenance of articles
• Seamless integration to Salesforce portal from legacy
support sit
• Interactive dashboards with custom filters utilizing
Salesforce data in real time
• QlikView advanced reporting & dashboard capabilities
for data in BI reports
Salesforce, Siebel

Industry - Health
• Needed solution for streamline services for refunds
& shipping process, customer service adjustments,
emails, smart scripts, CTI, & health sheet
• Wanted to migrate from Oracle live help chat to
OSvC
• Needed to streamline existing functionality with no
major impacts to existing business
• Chat process needed efficient routing to sales &
service departments
• Manual refund & shipping process
• Implemented CTI Siebel feature based on customer
need; build real-time Integration to UPS, TRON, &
Fit Orbit system
• Implemented solution for refund process by using
Siebel Workflow, e-Scripting, configuration
• Build smart scripts changes
• Implemented syndicated conditional chat button &
proactive chat pop-up without using hosted
customer portal
• Engagement engine editor implementation
• Simplified refund & shipping process
• Streamlined & made existing functionality effective
• Improved agent efficiency with automated & correct
scripts
• Improved customer experiences by offering CTI
solution & outbound call feature in Siebel
• Simplified customer query process by using smart
script
• Delivered seamless & efficient CX
• Automated customer interactions with call center
• Improved reliability & use of chat channel with
agent availability status
• Increased agent productivity by proactively
automating routing of customer chats to specific
groups of agents
OSvC, Siebel

Industry - Hospitality
• Long history of Siebel use – upgraded from 7.7 to 8.1
to 8.1.1.3 SEA & 1P2014 by a small internal team
• Due to competing business & operational initiatives,
Needed to outsource application upgrade to a vendor
with a proven track record of delivering successful
Siebel upgrades
• Upgrade project consisted of a development,
production test, & production environment
• Took a snapshot of development repository & ran a
development upgrade in a separate upgrade
development environment
• Communicated issues in a timely & proactive
manner with internal IT team
• Upgraded Siebel application to improve overall
efficiency
• Recorded development repository, successfully ran
upgrade in separate environment
• Worked closely with company’s internal IT team to
deliver a successful upgrade
Siebel

Industry - Hospitality
• Difficult to manage turnover of customer
requirements from event sales to event
management
• Decreased agent productivity due to slow customer
case resolution
• Streamlined sales process in event booking centers
& other remote sales offices with browser
independence
• Implemented & communicated room & function
space inventory controls to maximize revenue
• Improved productivity & associate satisfaction by
providing event sales with seamless access to
inventory & daily availability for all properties
• Allowed inventory to be easily exposed to electronic
channels including Marriott.com & 3rd party
meeting planner websites
• Reduced system maintenance, training, & support
by providing seamless user experience & application
integration
• Automated email process for efficient customer
follow up
• Simplified chat routing process
OSvC, Siebel

• No portal available for customer
interactions/interface
• Manual & inefficient access to information caused
higher call center costs & agent frustration
• Data distributed across systems
• Built customer portal to improve customer service
experience
• Enhanced customer service management process
• Improved speed & efficiency by notifying dealers of
customer complaints
• Implemented an automated & customized tool for
dealers to resolve customer complaints
• Provided automated access to knowledge articles for
customers, dealers & agents
• Integrated with Siebel for incident management
• Reduced call volume to call center
• Facilitated self-support process via customer portal
• Provided accurate & timely knowledge to agents for
better support & performance
• Effective dealer portal to respond to complaints &
better CX
• Chat enablement for direct customer interactions
• Implementation knowledge reduced operational
costs of call centers/agents
OSvC, Siebel

Industry - Scientific
• Current Siebel CRM application version 8.1.1.3 &
its underlying hardware, operating system, &
database architecture were old & needed to be
modernized
• In Internet Explorer 11 with enterprise mode
enabled, Siebel high interactivity application pop-up
window appeared on the screen
• Upgraded Siebel CRM application version & its
underlying hardware, operating system, &
database architecture
• Switched to Windows operating system & upgraded
Internet Explorer across enterprise
• Disabled the Siebel high interactivity application
pop-up window that appeared on the screen.
• Updated Siebel CRM application version &
underlying hardware, operating system, & database
• Fixed the Internet Explorer pop-up window issue
Siebel

Industry - Finance
• Current Siebel CRM application version IP14 has
Open UI issues & unable to render UI properly to
any modern browsers
• Siebel IP 14 has introduced functionality issues
such as Gantt chart dispatch card, auto commit,
email functionality, etc.
• Fixed UI rendering Open UI related issues using
Siebel Open UI JS, CSS, HTML, custom plugins
• Fixed all the functionality related issues by making
Siebel configuration, e-script, application level,
workflow level changes
• Fixed Siebel rendering modern browsers issue
• Fixed complex functionality issues like Gantt chart
dispatch board, auto commit & other issues
• Fixed email related issues helps the users to send
email from Siebel using short keys to the customers
Siebel

• Current Siebel CRM application has Siebel non-
Open UI version & has limitation to IE browser
• There’s no Siebel Mobile connected & disconnected
mode enabled for current application
• No mobile Siebel app solution is available for Volvo
partners
• Provided Siebel IP14 Open UI solution to address
IE browser dependencies
• Provided Siebel Open UI features to enable mobile
connected & disconnected mode option
• Provided executive, search analytics & dashboard
reports
• Integrated upgraded Siebel application with Siebel
MDM application & other sub-systems
• Provided solution for Siebel mobile app by using
Android/IOS, SiteMinder, Ping Federate, real-time
integration
• Open UI platform & browser independence reduced
browser support & maintenance cost
• Mobile connected & disconnected mode helps users
• Improved customer experiences by offering
customized recommendations
Siebel

Siebel - The Future

Siebel Modernization

Enhanced
Customer
Interactions
Personalized
Marketing
Campaigns
Efficient
Sales
Predictions
Optimized
Customer
Support
Data-Driven
Insights
Streamlined
Business
Processes Intelligent
Lead Scoring
Dynamic
Pricing
Strategies
Adaptive
Product
Recommendations
Automated
Data Entry
Gen AI + Siebel: Benefits

SoftClouds - Siebel Innovation Labs
• Incubation, Innovation labs at SoftClouds
• Ideate & create on “next-gen” solutions & connected platforms
• Migration/lift-n-shift to cloud (OCI, AWS, Azure, GCP, etc.)
• Build Siebel plugins
• Innovate on solutions like AI, NLP, etc.
• Modernization with integrations (Gen AI, Oracle CX, etc.)
• Custom DevOps - CI/CD, etc. for new age development strategies
• Bringing ideas to reality with execution

Why SoftClouds?
Recognized track record in
CRM/CX implementations
Deep technical expertise in Siebel &
CX technologies
Deep industry experience
Understanding today’s needs &
vision for tomorrow’s demands
Proven methodology –
flexible approach
Trusted partner with
innovative mindset

SoftClouds & Siebel Our Expertise.

Recommended

Recommended

More Related Content

Similar to SoftClouds & Siebel Our Expertise.

Similar to SoftClouds & Siebel Our Expertise. (20)

More from SoftClouds LLC

More from SoftClouds LLC (20)

Recently uploaded

Recently uploaded (20)

SoftClouds & Siebel Our Expertise.