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. “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. 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. Customer
Management
System
Overview
The most comprehensive Oracle applications & technology content under one roof

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. 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. 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. 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. 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. 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. 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. 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