1. Siebel Capability

2. Oracle Practice Snapshot
Horizontal
Applications
Oracle E-Business Suite 11i, R12,12.1
PeopleSoft 8.3, 9.0,9.1
Siebel 7.x, 8.0
JD Edwards – XE & E1
Industry
Applications
Oracle Life Sciences
Oracle Utilities
New Dimension
Applications
OTM
Demantra
Analytics
OBIEE
Hyperion
Oracle
Technologies
SOA & BPM
Portal and Content Mgmt.
IDM
Database11g
A strong Oracle Practice with 200+ customers spread across North America, Europe, the Middle East, APAC and the ANZ regions.
Design & Product Blue Print
Deployment & Maintenance
Implementations, Configuration & Development
Application Management/ Operations Consolidation
Co Development
Global Rollout
Upgrade and Migration
Assessment Services
Strategic Enablers
Oracle Partnership
Investment in Oracle Solution labs to accelerate product development & solution capabilities
Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components 2

3. Our Vertical Representation
Hitech and Mfg
Life Sciences
Retail and CPG
Vertical
Customers
Oracle EBS. PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA
Oracle Life Sciences, EBS. PeopleSoft, JDE, Demantra, Siebel, Hyperion, OBIEE, Fusion and DBA
Retek, EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA
Products & Solutions
Fabless Mfg., VSOE, Shipment Solution, Contract Management Solution & InHouse©
Siebel AECM – FDA Integration for Medical Devices reporting, Siebel for BA/BE studies, InHouse©
Track & Trace, Merchandizing and Point of Sale Solution

4. Our Vertical Representation
BFSI
Travel and Logistics
Media and Communications
Govt
Vertical
Customers
EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA
OTM, Oracle E-Bus, PeopleSoft, Siebel, Hyperion, OBIEE, Fusion and DBA
Siebel, Oracle EBS, PeopleSoft, Hyperion, OBIEE, Fusion and DBA
Siebel, EBS, PeopleSoft, Hyperion, OBIEE, Fusion and DBA
Products & Solutions
End-to-End integrated Insurance solution
Case Management Solution and PIIMS Solution on Siebel

5. CRM Consulting @ HCL Cross Product Expertise to deliver World Class CRM Solution
Expertise Across Products
Expertise Across Processes
Lead / Opportunity Mgmt
Campaign / Event
Service / Call Center
Field Service
Customer Data Mgmt
Quote / Order
Product Set Up
Loyalty Management
Strong Capability to Deliver
Over consultants across these products
Expertise in Product Selection, Process Blue Print
Adequate mix of Process Consultants, Architects, Business Analysts and Technical Consultants
De-risking Implementations
Implementation Workbench – utilizing tools and templates to accelerate implementation and upgrades
Pre-built solutions to leverage best practices and reduce time to market

6. Siebel Practice @ HCL Servicing Customers across Industries
Sample Client Engagements
Media & Entertainment
Life Sciences
Financial Services
Telecom
Retail / CPG
Hi Tech / Mfg

7. Services Focus Addressing the spectrum of customer requirements across Verticals
TIBCO, Webmethods, IBM MQ,
EAI
Fusion M/W
Data management & cleansing
Firstlogic, Stalworth
Implementation & Roll Outs
Upgrades & Migration
Consulting
Application Support
Testing & Validation Mercury, Compuware, IBM Rational
Analytics / Data mining
OBIEE, Cognos, Informatica

8. Service Offerings Map Service Offerings & Credentials
CONSULTING
Roadmap / Blueprint
Remediation Services
Assessment & Implementation
GAP analysis
Itronix – Defined the Siebel Blue Print
GE Fanuc – Carried out the remediation assessment and implemented a improvement road map for them
Skandia – Process Assessment and Mapping
IMPLEMENTATION
Global Process Definition
Global template definition
Data Migration
Interface development
Version 8.x – CSLB, ADJD, PTC, Dubai Customs, Telerx, Merck
On Demand – Merck, US Foodservice
Global Implementation – CSLB, Itronix
Integration – Merck, CSLB, GE Fanuc
APPLICATION SUPPORT
Application maintenance
SMASH
Hosting
Managed Services
ASM – ANZ, British Telecom, Citibank, IRI, General Dynamics
Managed Services – Hosting based - Autodesk, General Dynamics (now only ASM)
UPGRADES / MIGRATION
Version upgrade
Upgrade Assessment
Package migration
Re-implementation
Over 15 + upgrade projects
Version 8.x – PTC, ADJD
Version 7.x – GE Fanuc, IRI, Hewitt, Itronix, RSA,
Re-implementation - IRI

9. Siebel Practice Team Profile
Tools
Siebel Tools
EAI - TIBCO, BizTalk,
WinRunner
LoadRunner
Topaz
Internal Tools
Ezmigrate
Elcon
Smart Migarte
Modules
Sales
Service
Marketing
Call Center
Field Service
eService
eSales
Analytics
eChannel
500+ Siebel Consultants
OBIEE Center of Excellence
Across Verticals
Training & Certifications
Across Versions

10. Oracle CRM On Demand Capability Comprehensive Service Offering in Siebel CRM Landscape
People
40+ Experts in Oracle CRM On Demand Application
Right mix of Project Managers, Business Analysts and Siebel Technical Consultants
Dedicated CoE for Oracle CRM On Demand
Experience
Certified Advantage Partner of Oracle
Comprehensive solutions across the SOD Foot print
Oracle CRM On Demand Workflows
Customization
Application Administration
Java and Web Services
Implementation experience in complex SOD installations
Leveraging Oracle Partnership
To deliver accelerated solutions minimize risk and reduce time to deployment
Business Intelligence – DBI , Data Warehousing 10

11. HCL’s Siebel Implementation Methodology Utilizing CRP Led Approach to Built the Application1 2 3 4
CRP1:
Initial Workshop
Set Vanilla Solution expectations
Gather Requirements
Map Processes
Gap Analysis
CRP2:
Pre Design Validation
Proof of Concept
Revalidate Requirements
Set forth configuration & customizations for approval
CRP3:
Configured Solution Walkthrough
Design Validation
Key Process Champions Involved
Coverage across the process areas
CRP4:
Solution Validation
Simulate Data Migration & Integration
CRP with actual production data (sample)

12. HCL’s Siebel Upgrade Assessment Methodology
HCL Siebel upgrade assessment methodology
Steps
Review drivers for upgrade
Version selection
Define upgrade business plan
Upgrade Business planning
* Onsite-Offshore model
Gather future functionality
Gather pain points
Review existing user manuals
Gather system documentation
Review existing test cases
Discover
Analyze existing functional/technical processes
Analysis of existing customizations/ interfaces
Analysis of existing technical architecture
Prepare inventory of existing standard and customized objects
Run HCL's 'Siebel Complexity Analyzer'
Assess
Provide overview of Siebel 8.0 processes
Provide mapping of previous customizations to Siebel 8.0 vanilla features
Analyze various upgrade paths
Prepare impact of upgrade on interfaces
Prepare impact of upgrade on existing objects
Envision
Draw up H/W sizing
Prepare Siebel upgrade strategy
Prepare strategy on interface upgrades
Recommend most effective upgrade path
Prepare a upgrade risk assessment document
Update effort estimate
Establish success benchmarks
Recommend
Justification Analysis
Assessment
Inputs
Typical drivers checklist
Upgrade readiness questionnaire
Signed SOW
High level project plan
Business justification document
Sizing questionnaire
Functional enhancement document
Current pain points
Complete assessment document
Assessment document
Output of HCL's 'Siebel Complexity Analyzer'
Impact on existing functionality/objects
Custom development recommendations
Updated SOW
Updated project plan
Filled out sizing questionnaire
Impact on existing functionality
Impact on existing objects
Concrete effort estimates
Upgrade strategy
Interface upgrade strategy
H/W sizing document
Risk assessment document
Success benchmarks
Outputs

13. HCL’s Siebel Upgrade Methodology
HCL Siebel upgrade methodology
Steps
Prepare project management plan
Prepare staff planning
Update project schedule and timelines
Prepare quality plan
Upgrade Project
Planning
* Onsite-Offshore model
Product installation
Database installation
Upgrade on development environment
Database migration
Incorporate database level changes for new functionality
Develop post upgrade enhancements
Promote to testing
Upgrade
Prepare test strategy
Prepare test cases
Prepare test bed
Perform system integrated testing
Perform user acceptance testing
Performance testing
Support user testing
Preparation of training material
Testing
Promote to production
User training
Rollout
Evaluate performance metrics against set benchmarks
Application optimization
Track application usability
Measurement
Inputs
Concrete effort estimates
Upgrade strategy
Interface upgrade strategy
H/W sizing document
Risk assessment document
Scope document
Project plan
Project schedule
Resource loading sheet
Upgrade checklist
Post upgrade tracker
Design for enhancements
Project schedule and duration
Training manual template
Success benchmarks
Quality plan
Upgraded application on development
Unit test results
Application promoted to testing
Updated post-upgrade tracker
Test strategy document
Test cases
SIT results
UAT results
Performance testing results
Training plan
Application in production
Optimized application
Outputs

14. HCL Siebel ASM Approach Seamlessly Transitioning Support to a Global Model
Transition Phase
ASSetTM
Blended Shore
Delivery
Assessment
Service Transition
Steady
State
Due Diligence & Planning
Knowledge Acquisition
Parallel Run
Application User
Support
Documentation
Process Development
Steady State
Application Enhancements
Support
Services
Transition Planning
Siebel Administration
New
Development
Transition
Application Security
Siebel Vendor Releases
Error Correction & Testing
Disaster/Business Recovery
HCL’s ASSeTTM Methodology for Service Transition
Maintaining Release Control
Changes & Control Procs
Production Control
SLA’s / Delivery Dates/Schedule
Preventive Maintenance
Training

15. Tools Kit for Siebel Reusable components to reduce time to market
Tool Name
Description
Benefits
SmartMigrate
Data Migration mapping from multiple source databases to the target database. This tool supports the migration of Images, Graphs and Raw Data.
Reduces the data mapping error and increases the productivity using user friendly GUI supported by the tool
Capable of extracting and loading data in various file formats.
SMRtMerge
Merge multiple Siebel repositories with detailed reporting on differences across repositories
Support parallel development for global implementation
Reduce risks and errors related to repository merge
CompMon
This tool continuously monitors the Siebel Component like Communication Inbound/Outbound Manager, Manager, EIM, Server Manager, WF Process Manager, WF Monitor Agent in Production Server and remote server components.
No need for administrators to monitor as the tool will automatically send an alert whenever there is a problem in any of the components and hence increases the effectiveness of resource utilization.
QueryMon
Captures Long running queries in Siebel and log it in a readily available format for any performance analysis. Performance correlation should be done against the counters collected from the System Performance Monitor for the CPU, Memory & Physical disk usage
Can prevent potential performance issues before it arises
Avoid bringing down users productivity by tracking the performance of the application
EzMerge
Bulk merge of duplicate records based on defined criteria for contacts, accounts, addresses etc.
Reduces the time taken to identify the duplicate record.
While merging the duplicate records tool takes care of the link with other entities.

16. HCL’s Siebel Practice
Case Studies

17. HCL Siebel Global Clientele Footprint across Verticals

18. GE Fanuc – Sales Service
A SIEBEL CASE STUDY
Industry: Hi-tech
Service Areas: Application Upgrade; Application Integration;
Business Process Re-engineering
Topology: Master Data Management; Order Management; Data Quality Management; Product & Customer Master Modules
CLIENT
World headquarters in Charlottesville, Virginia, and global operations serving customers in the Americas, Europe and Asia; Provides software tools and hardware components used by OEMs worldwide; Was using Siebel for Sales, Service, Lead and Partner Management processes, but the implementation had functionality and performance issues; HCL engaged to conduct assessment study and make recommendations for new Architecture; Initial consulting engagement escalates to BPR and an upgrade to the latest version in the market at that time - Siebel 7.8
THE SOLUTION
Process & Technical diagnosis of the existing Siebel implementation, and proposed recommendations for a new architecture
Upgraded the entire Siebel implementation to Siebel 7.8 – the latest version in the market at the time
Redesigned the Order Management module to reduce existing Customizations and make it more OOTB
Re-engineered the Product Master module to implement a single Master System (this included interacting with systems like SAP & DWH)
Re-engineered the Customer Master module to implement a single source and master for Accounts & Contact records, within the framework of various interacting systems (like SAP & DWH)
RESULTS / BENEFITS
BPR and implementation of Siebel 7.8 resulted in the company meeting high levels of Order Releases during the very first month of going live (which happened to be the business year end), gaining at least 20% more efficiency in the very first month itself than in their earlier Quote-to-Order process
Lesser implementation costs
Improved system performance
Lesser number of failed orders (Post Go-Live)
Standardization of the Product Set Up and uniformity across systems
Reduction in duplication of Customer Data
CHALLENGES / OBJECTIVES
(HCL undertook an in-depth assessment study which revealed several key pain points in process, technology, administration, and user adoption areas)
To improve the process in relation to Order Management (with a single order entry process for all channels)
To create a central storage of very high quality Master Data (along with appropriate Customer & Product strategies)
To upgrade to Siebel 7.8 – a version that was completely new in the market, with minimum impact to the overall project plan
Complex team dynamics that would test the HCL offshore delivery methodology to its limit – Multiple team synchronization to deliver a single roll out for the entire implementation 18

19. Client Speak…
… Because of the success of the project, we have been able to turn the application over to the base support team on time and that has freed up project resources to move on to the next project…What work remains is being handled expertly by your offshore team. I am where I (optimistically) hoped to be at this point. I am very pleased with what HCL has contributed to the project. I have since referred HCL to my peers at GE C&I. Starting back with the feasibility study last December, HCL has lived up to expectations in every way! Other business units are taking notice of what we have accomplished here. We really have a world-class Siebel system. I look forward to working with the HCL team on the Siebel extensions projects coming up.
- VP, CIO and Six Sigma “ ”

20. Lexis Nexis A SIEBEL CASE STUDY Industry: MPE
Service Areas: Application Upgrade, Implementation, Support & Enhancement; Application Testing
Topology: Siebel 7.8 & Siebel 7.5; Sales Force Automation; Siebel Synchronization exchange; Siebel Remote; Siebel Analytics
CLIENT
Is in the business of providing authoritative legal news, public records and business information, including tax and regulatory publications in Online, Printed or CD-ROM formats; Provides these services for the legal, private sector, public sector, academic and risk management audiences; Operating with employees and with an annual review of around 2 billion USD
THE SOLUTION
Implemented: Siebel 7.8 Module for three key CRM processes (1) Sales Force Automation; (2) Response; and (3) redesigned the entire targeted account selling process
Implemented: Siebel 7.5 to achieve global time zone based selling
Implementations: (1) SSE (Siebel Synchronization Exchange); (2) Siebel Remote (500 Users)
Support & Enhancement of: (1) Siebel 7.8 Sales Application (2) Siebel Analytics (3) Data Management (4) Siebel 7.8 Upgrade
RESULTS / BENEFITS
Tremendous cost savings for the company through the use of our Onsite / Offshore model
Won several accolades from the client for the implementation and support
By support and guidance, increased user adoption by 30%
Technology Benefits include reduced data load times and reduced cost of ownership due to instance consolidation
Significantly reduced the resolution time for trouble tickets
Developed a reusable Knowledgebase for common problems
CHALLENGES / OBJECTIVES
To manage different instances and versions of Siebel and provide consistent support
To unify the business process and data between various locations and applications – provide the capability to up sell and cross sell to the sales team(s)
To rollout a unified process and integrate data within a very short time frame
To leverage BI & Siebel Analytics investment
To integrate varied business target selling processes across the globe

21. Citibank Japan A SIEBEL CASE STUDY Industry: BFSI CLIENT
Service Areas: Application Implementation, Integration, Upgrade & Migration
Data Consolidation; Process Engineering
Topology: Siebel CRM (Call Center)
Opportunity Tracking, Sales History Tracking, Fraud Management, and Campaigns Modules
CLIENT
Wanted to evaluate how healthy its CRM applications were and what its customers experienced when they accessed them.
HCL was engaged to enable it provide consistently well-performing applications for customer issue management & resolution across multiple channels. Through the years HCL has been providing Call Center solutions helping the bank isolate the root cause of problems and removing them before they impact customers and the bank’s bottom line.
THE SOLUTION
HCL has been the Siebel CRM partner for the bank at Japan since the year 2000.; Over 7 years, HCL has been involved in every facet of service related to Siebel CRM applications - implementing new modules, application consolidation, upgrade, application support & enhancements, and process re-engineering.
HCL developed and established a scalable, multi-channel Customer Issue Management & Resolution system, to effectively manage and resolve customer issues. The system would enable a 360 degree view of the bank’s customers, for better control. This involved working with several divisions including Telemarketing (Call Center), Credit Cards, Insurance, Loans, and Investments.
Multiple projects included upgrading Siebel 98 to 2000; data consolidation; comprehensive MIS reporting; unifying various disparate applications into Siebel; integrating online web/portal interfaces with Siebel; reducing the workload associated with investigation handling by streamlining processes; automating the issue tracking and escalation process; developing a slew of modules for the bank’s Divisions - capturing new customers, managing the insurance business, managing sales details on investments, managing Advance Money practices, and managing leads and opportunity tracking. HCL was also involved in the structured change management effort to help the bank accommodate to changes and help its people adapt to a new environment
CHALLEGES / OBJECTIVES
To develop a scalable, multi channel CRM solution for Customer Issue Management & Resolution
To provide a 360-degree view of customers for better control
Customizations in a highly complex environment in Japanese
Data & Process Consolidation – to unify disparate applications into Siebel
Data/Application Integration -- to streamline processes to reduce workload associated with investigation handling and automate issue tracking & escalation
To simplify information access/delivery through effective MIS
Migration to Siebel seamless integration for uninterrupted business
Structured Change Management
Implementation in a foreign language (Japanese) and working through cultural barriers

22. SimCorp Case Study - Analytics
SNAPSHOT
Client / Case Background
Sector / Industry
Hi-Tech
A leading supplier of highly specialized software and expertise for financial institutions and
Corporations; It develops and globally markets integrated investment and treasury management
Systems; It also offers training, competence building programs and consulting services giving
clients access to its expertise in global finance; Thus its products help customers perform the
tasks needed to stay ahead in today's international financial markets
Founded in 1971, headquartered in Denmark, the company has more than 35 years of experience
in developing solutions for the financial industry
It has subsidiaries throughout the Nordic region as well as in Belgium, Germany, Switzerland,
Great Britain, Hong Kong, Australia, Singapore and the USA.
The company has approximately 700 employees and is listed on the Copenhagen Stock
Exchange
Service Areas
Supporting the Client‘s Siebel CoE – Application Development, Implementation & Testing
Business Process Improvements
Topology
Siebel 7.7; Siebel Analytics 7.8;
Siebel Call Center / Siebel Analytics – (Development, Customizations, Extensions)
Opportunity Tracking, Employee Activity Management, Campaign and other modules
Challenges / Objectives
To handle increased volumes of Siebel CRM and Siebel Analytics requirements and to provide a rich knowledge base on the Out-of-Box solutions for the client’s reporting requirements
To enable a separate testing practice for Siebel and Analytics (As there was no dedicated testing team, the domain managers spent extensive time for testing)
To develop automated test scripts as all test scripts were manually executed, which consumed an enormous amount of time for the domain managers
One of the major objectives was to demonstrate the feasibility of HCL’s Onsite-Offshore model as this was a first in the company’s history. (The challenge lay in the areas of remote connectivity and process definition)
To improve processes in relation to the existing SDLC phases as there was a lack of specifications
(This was our first implementation project in Denmark)
Application Environment
Hardware: IBM eserver xseries 460-[88721rg]
OS: Windows 2003 Server on Intel Xeon 2,8GHz,IIS Web Server on Windows 2000 SP4
Tools:,Informatica Power Mart 5.2,Siebel Tools 7.8,eConfigurator,Microsoft Sharepoint,QTP 8.2,Test Director 8.0
Platform: Siebel Analytics,Siebel CRM
Connectivity: VPN, Citrix

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