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Modernize Siebel CRM with Open UI

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In this SlideShare you will learn some of the common problems faced by Siebel customers, a framework of options for Siebel and the pros and cons of investing in Siebel.

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Modernize Siebel CRM with Open UI

  1. 1. Modernize Siebel CRM with Open UI A Perficient Webinar June 2016
  2. 2. 2 Presented By Brent Buck Director, Perficient Oracle Customer Experience Brent.Buck@perficient.com
  3. 3. 3 Agenda What will you get from this webinar?  Perficient overview  Summary of the common problems faced by Siebel customers  A framework of options for Siebel  Pros and cons of investing in Siebel  Recommendation for a modern approach to Siebel projects  Case study of Siebel modernization
  4. 4. 4 About Perficient Our Oracle CX Practice Practice Started 1999 Successful Projects 500+ Services & Expertise • CX Strategy • Experience Design • Portal Integration • Architecture • Sales Automation • Marketing Automation • Service Automation • Call Center • Field Sales • Field Service • CPQ • Integration • Upgrade & Technical Architecture • Program Leadership • Change Management Our Oracle Partnership Oracle Platinum partner with multiple specializations including Siebel Deep technical, functional, operational and strategic expertise across the Oracle CX portfolio that enables us to create strategy, design, architect, implement, train and optimize Go-To Partner for Oracle Sales Cloud CX invested Partner Community Member Work closely with Oracle Product Management to provide feedback for future product enhancements Strong partnerships with Oracle executives, field sales and marketing organizations Perficient Fast Facts Founded 1997 Public Company - PRFT Annualized revenues - $500 million Dedicated Industry & Technology Practices 27 locations in North America 2,800+ employees 90% repeat business rate Serving Global 2,000 clients in North America Offshore in Europe, China, and India
  5. 5. 5 Selection of Perficient CX Clients
  6. 6. 6 Internet Explorer is end-of-life. What do we do with Siebel? Our user base hasn’t seen major improvements in years and they want more. Department <X>/Users want <insert cloud application>, but Siebel is embedded in our business processes. Siebel is old technology. How can we modernize? Corporate strategy says ‘get all systems into the cloud’. How do we do that? We need a customer portal/mobile solution. What are our options? Siebel CRM: Where do we go from here?
  7. 7. 7 Framework of Options Modernize with Siebel Innovations This approach:  Involves upgrading Siebel and enhancing business processes using new Siebel features such as the Open UI framework and Siebel Mobile  Can optionally move the servers to cloud infrastructure-as-a-service  Works well for complex Siebel applications with well-defined business processes. Slow Migration or Hybrid Synergy This approach:  Involves implementing cloud solutions in strategic functional areas over time, replacing pieces of current applications  Involves upgrading Siebel  Facilitated by the development of interim integrations that will evolve into a final architecture  Requires business transformation, yet with managed risk This approach:  Replaces existing on-premises application features with cloud applications in one shot.  Involves heavy business transformation to shift processes into the focused, and limited, capabilities of various cloud solutions  Works well for simple Siebel application use Replace Siebel with Cloud Solutions
  8. 8. 8 Framework of Options Pros: • Moves functionality into standardized, managed services • Consolidates cost of ownership • Reduces effort involved in management Cons: • May require significant business transformation and change management • Reduces flexibility to adapt to changing business needs Modernize with Siebel Innovations Pros: • Leverages existing investment • Maintains flexibility in business rules and processes • Maintains control over corporate data Cons: • Continued maintenance and ownership costs • May not leverage best-in-class feature sets prevalent in leading cloud solutions Slow Migration or Hybrid Synergy Pros: • Leverages existing investment while also gaining best-in-class feature sets • Maintains a common centralized data store with business rules and logic • Controls and limits business transformation and change Cons: • Increased integration and data management needs • Overall cost of ownership and subscription costs Replace Siebel with Cloud Solutions
  9. 9. 9 Common Dependencies Modernize with Siebel Innovations Slow Migration or Hybrid Synergy Upgrade Siebel Why? 1. Enables Open UI a. Removes dependencies on end-of-life software b. Provides the framework for: • Creating impressive and efficient user interactions • Coupling cloud applications with Siebel CRM in seamless user interactions 2. Brings you into the simplified Siebel Innovation Pack release cycle STEP
  10. 10. 10 What is the Siebel Open UI Framework? HTML5/ CSS3/JS Replaces IE ActiveX browser code with a modern web framework UI developed to responsive web standards, use any browser on any device Provides a framework for advanced development of the user experience Enables user experience enhancements to the Siebel interface equal to any modern web application Siebel DB Siebel Servers & Configuration Siebel Web Servers Existing logic and configuration investment remains when deploying Siebel Open UI. Open UI is a new presentation layer for the Siebel application.
  11. 11. 11 Modern Technology – Modern Approach UX Workshops Planning & Staffing Development & TestingDeployment Support & Fine Tuning Open UI Enhancement Process • Open UI ideation through User Experience best-practices • Executive Interviews • Journey Mapping • Contextual Interviews • Identify high-value scope items • Prune-the-Product • Interactive Wireframes • Backlog Prioritization • Staff appropriately for the release activities • Web-developers • User Experience Architects • Visual Designers • Highly Experienced Siebel Architects • Develop and test in iterations • Deploy and support
  12. 12. 12 Case Study 1 Modernizing Siebel to Address Longstanding User Concerns  Problem Statement  Vision  Journey Mapping  Wireframes  Design  Build  Demo Video
  13. 13. 13 Case Study: Problem Statement Top User Complaints Can’t easily search Searching in general is difficult, but biggest complaint is product level search issues Too many fields Screens are overwhelming with information since screens supports multiple user roles: Sales, Marketing, Operations Too many screens Example: Sales has to leave the screen, go to another screen to make an edit and then back to the original screen to continue on with a process No Business Process Guidance Not sure what to do to accomplish what they need Slow Performance Related to too many applets and fields on screens Project Goals Centered around only Sales and their needs • Other roles would continue to use current user interface Based upon frequent Sales activities • Preparing for an Account Visit • Creating a new Opportunity • Maintaining key attributes of an Opportunity (dates, revenue forecast) • Declaring a Design Win • Accepting a Design Registration from a Distributor Usable and available for Mobile (tablets) • Makes use of the new Open UI / Web enable user interface options Past Improvement Attempts Smart Scripts • Created smart scripts to assist with Opportunity creation and maintenance • Screens are so cluttered, sales does not “see” the buttons to launch the smart scripts TBUIs • Can be business process focused, so user does not get screen errors • Hard for users to find and launch  not intuitive • Limited usability options for screen design
  14. 14. 14 Case Study: Problem Statement 52 Columns on Opty Header since screens support multiple roles and not just Sales Sales user doesn’t see smart script buttons Not obvious how to launch TBUIs No visibility to which products are on the Opportunity
  15. 15. 15 Case Study: Problem Statement Attempt to create a screen where “all edits” can be done - Overwhelming - Cluttered
  16. 16. 16 Project Vision
  17. 17. 17 Journey Mapping
  18. 18. 18 Design
  19. 19. 19 Development: Week 1
  20. 20. 20 Development: Week 2
  21. 21. 21 Development: Week 3
  22. 22. 22 Development: Week 4
  23. 23. 23 Development: Final
  24. 24. 24 Outcome “This is the most impactful improvement to Siebel that [IT] has delivered in years” - Freescale Sales User Virtually Bug-Free Production Deployment Cut sales user/system engagement times by 80% Regular user interactions that took 12 user minutes on average now take 2.5 min
  25. 25. 25 Internet Explorer is end-of-life. What do we do with Siebel? Simple Upgrade Our user base hasn’t seen major improvements in years and they want more. Modernize the Interface Department <X>/Users want <insert cloud application>, but Siebel is embedded in our business processes. Hybrid Siebel/SaaS Siebel is old technology. How can we modernize? Find your real business drivers, then Modernize or Hybrid Siebel/SaaS. Corporate strategy says ‘get all systems into the cloud’. How do we do that? Find your real business drivers. Siebel on IaaS, Hybrid Siebel/SaaS, or Replace We need a customer portal/mobile solution for Siebel. What are our options? Modernize the Interface Siebel CRM: Where do we go from here?
  26. 26. 26 Framework of Options Modernize with Siebel Innovations Slow Migration or Hybrid Synergy This approach:  Replaces existing on-premise application features with cloud applications in one shot.  Involves heavy business transformation to shift processes into the focused, and limited, capabilities of various cloud solutions  Works well for simple Siebel application use This approach:  Involves upgrading Siebel and enhancing business processes using new Siebel features such as the Open UI framework and Siebel Mobile  Can optionally move the servers to cloud infrastructure-as-a-service  Works well for complex Siebel applications with well-defined business processes. This approach:  Involves implementing cloud solutions in strategic functional areas over time, replacing pieces of current applications  Involves upgrading Siebel  Requires the development of interim integrations that will evolve into a final architecture  Requires business transformation, yet with managed risk Replace Siebel with SaaS Solutions
  27. 27. 27 Key Takeaways • Siebel is still the largest, most complete, CRM application in the space • Every Siebel customer is facing the same decisions • Options can be boiled down to: • Replace Siebel • Modernize using Siebel • Move into a hybrid Siebel/SaaS architecture • Software-as-a-Service solutions provide excellent department-level functionality – at the risk of creating silos within the organization

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