Siebel Business Process Solutions

• Identify and explain the business processes supported by siebel applications
• Can be used as an aid during the discovery,design and deployment phases of a siebel implementation
• Are accessed from the siebel business process solutions library (BPSL)
• Can be obtained by contacting your district Manager, TAM, or Engagement Manager
  

Siebel Business Process

• Are Modeled on industry-specific best practices

Provide a basis for the functionality embedded within the entire suite of siebel applications

• Are Defined for all Siebel Applications

Depict the work flow typically followed by users or systems to accommodate the standard applications

• For Example , Manage Order business process
  

Helps create,validate, and manage the order across the entire order lifecycle

Stages if the Multi-Phased Approach

Define - Define the goals for a single implementaion phase

Discover - Discover detailed business requirements and solutions

Design - Design solutions tailored to the business requirements

Configure - Persorm application configuration to meet business requirements

Validate - Validate the application for appropriate implementation of

Deploy - Deploy application , training , and help desk for final production system

Advantages Of Multi -Phased Approch

• Allows for manageable project size and scope
• Helps achieve implementation benefits sooner
• Applies knowledge and experience from earlier phases

Implementation Methodology Charecterstics

• Your project methodology should :

1. Define each implementation stage, the deliverables for each stage, and the time frames for the stages
2. Identify who is responsible for which components of the plan and how the plan is to be implemented

For Example , the siebel eRoadmap methodology.

• Is a phased project rollout method
• Helps identify and address key strategic and tactical issues
• Helps develop and outline for the progress of the project
• Prescribes activity stages that are iterative in nature
• Enables the implentation team to bring the system up in phases so employees and customers can begin to use it quickly
  

Use A Standardized Implementation Methodology

• To ensure the organization's business processes are supported and requirements are met by the siebel application
• To ensure the implementaion activites are based on industry best practices

1. Identify metrics to establish return on investment (ROI)
2. Develop clear acceptance criteria
3. Identify project scope on key business drivers
4. Define project roles and responsibilities
   

Siebel CRM Enterprise

An Installed solution that provides an integrated product suite with functionality tailored to more than 20 specific industries

Siebel CRM Professional Edition

• An installed solution designed for companies with fewer than 100 users
• Provides a family of multichannel sales ,customer service and marketing applications
  

Accounts

• Are Businesses external to your company
  
• Represent a current or potential client , a business partner , or a competitor
  

Contacts

• Are People with whom you do business
• Have the following charecteristics

1. A name
2. A job title
3. An email address and phone number
   

Opportunities

• Are Potential revenue-generating events
• Have the following charecteristics

1. A possible association with an account
2. An identified potential revenue
3. A probability of completion
4. A close date
   

Orders

• Are Products or services purchased by your customers
• Have the following charecteristics

1. An order number
   
2. A status and priority
3. An associated account

Service Requests

• Are requests from customers for information or assistance with a problem related to products or services or purchased from your company
  
• Have the following charecteristics

1. A status
2. A Severity level
   

Activities

• Are Specific tasks or events to be completed
• Have the following charecterstics

1. A start date and due date
2. A priority level
   

Assets

• Are Instances of purchased products
  
• Have the following charecterstics

1. An Asset Number
2. A Product and part number
   

Employee Application : Siebel Sales

• Allows your sales force to manage accounts ,sales opportunities and contacts

• Helps identify top opportunities and specific actions to better manage those opportunities to a more rapid closure
  

Employee Application: Siebel Call Center

Enables Customer Service and telesales representatives to

• Provide Customer Support
  
• Generate Customer loyality
• Increase revenues through effective campaign execution ,cross-selling and up-selling
  

Customer Application : Sales Catalog

• Allows Companies to develop ,manage and deliver dynamic product catalogs across all customer channels
  

Customer Application : Siebel eSales

• Allows you customers to purchase products over the web
• Includs and intereactive product catalog,search and product comparision mechanisms and online ordering capabilities
  

Partner Application:Siebel Partner Portal

• Allows partners to communicate,collaborate,and conduct business with a Web-base interface
• Includes product information,training ,sales tools ,transaction data ,and performance analysis reports

Implementing Siebel Applications

Module Objectives

• After completing this module you will be able to :
  
• Describe the advantages of using a standardized implementation methodology
• Describe Siebel business processes and how they support siebel application implementations
• Identify the recommended approch for implementing siebel application
• why you need to know :
• For a successful siebel application implementaion ,you need to understand the implementation approch and methodology

Successful Siebel Product Implementations

• Are achieved by project teams that:
• Adhere to a standardized implementation methodology that uses a multi-phased deployment approch
• Minimize configuration by addressing user requirements with siebel application functionality and business processes

What Are Siebel Application ?

1. Siebel Applications are built on a common architecture and allow you to implement business processes based on the stadard functionality .
2. Facilitates the implementation and adoption of the applications share a common database between multiple siebel applications makes a common set of data available to all applications .
3. Are Designed to be implemented with minimal configuration address user requirements by implementing the standard siebel application functionality
4. Can be tailored to meet specific business requirements
5. Keep modifications to a minimum ensure the sucess of your siebel application implementation.
   

Some Of the Application Used In Siebel

Employee Application : Siebel Sales

• Whicha allows your sales force to manage accounts ,sales opportunities ,and contacts

• Helps idnetify top opportunities and specific actions to better manage those opportunities to a more rapid closure.

Employee Application : Siebel Call Center

• Enables Customer service and telesales representatives to provide customer loyality
• Increase revenues through effective campaign execution,cross-selling,and up-selling.

Customer Application : Sales Catalog

Allows companies to develop,manage,and deliver dynamic product catalogs across all customre channels.

Customer Application : Siebel eSales

Allows your customer to purchase products over the web includes an intereactive product catalog ,search and product comparision mechanism,and online ordering capabilities.

Partner Application : Siebel Partner Portal

• Allows partners to communicate,collaborate,and conduct business with a web-based-interface.
• Includes product information ,training,sales tools,transaction data and performance analysis reports.
  

Types Of User Interfaces (UI)

High-Interactivity (HI) mode : Is available for employee applications,supported highly interactive enterprise users.

Requires Internet Explorer 5.5 Sp2 or 6.o with Sp1 and supports additional usability features sucha as drag-and-drop for setting coloumn widths and positions

Standard-Interactivity(SI) mode : Are available for customer applications

Use a wide variety of browsers and behaves like traditional web applications,requiring frequent page refreshes.

Types Of Siebel Enterprise Applications

Employee Applications : Are Used by internal employees

Examples include : Siebel Call Center ,Siebel Sales

Customer And Partner Applications: Are used by customers and partners

Examples includes : Siebel Customer order management , Siebel Partner Relationship Management(PRM).

Siebel Business Entities

Some Of The Siebel Business Entities are :

1. Accounts
2.Opportunities
3.Orders
4.Service Requests
5.Activities
6.Assets

Accounts :

• Are business external to your company
• Represent a current or potential client,a business partner,or a competitor.

Contacts :

• Are People with whom you do business
• have the following charecteristics

1. A name
2. A job Title
3. An email address and phone number

Opportunities :

• Are Potential revenue-generating events.
• Have the following charecteristics

1. A possible association with an account
2. An identified potential revenue
3. A probability if completion
4. A close date

Orders :

• Are Products or services purchased by your customers
• Have the following charecteristics

1. An order number
   
2. A status and priority
3. An associated account

Service Requests :

Are requests from customers for information or assistance with a problem related to products or services purchased from your company

Have the following charecterstics

1. A Status
2. A severity level
3. A priority level

Activities :

Are Specific tasks or events to be completed

Have the following charecteristics

1. A start date and due date
2. A priority level
3. Assignesd employees

Assets :

Are Instances of purchased products

Have the following charecteristics

1. An asset number
2. A product and part number
3. A status level

Types Of Siebel Business

Siebel CRM Enterprise

An installed solution that provides an integrated product suite with functionality tailored to more than 20 specific industutries

Siebel CRM Professional Edition

• An installed solution designed for companies with fewer than 100 users
• Provides a family of multichannels sales,customer services, and marketing applications

Siebel CRM OnDemand

• A hosted solution that provides core functionality to casual users,business partners ,and remote divisions.
• Available on a per-user basis through a monthly subscription.
  

Siebel Customre Relationship Management (CRM)

Enables you to manage all cusomer touchpoints through email,telephone,fax,the web,or in the field.

• Synchronizes all touchpoints through one central information repository ,one database,one tool set, and one architecture
• Provied your customers with a consistent view of the company and your company with a consistent view of the customers
• includes installed and hosted applications to align with your current and future business requirements.
• Extends your CRM solution to everyone in your employee and partner organizations.
  

Introducing Siebel Applications Module Objectives

After completing this module you will be able to :

• Describe Siebel Applications
• Describe standard Siebel terminology and user interface behavior
• Describe Siebel employee, customer ,and partner applications

Why You need to know :

• You need to be familiar with Siebel applications to understand the context of this course
• You will work with employee and customer applications throughout this course

Technology Challenges Involved In Implementing CRM solution

• Integration with back office and legecy systems
• Build ,Manage and Enforce Work Flow Policies
• Managing all customer interactions seamlessly across multiple communication channels.
• eBusiness Application Integration

Vendor Offerings :

• Best of the Breed
• Interfaced Bundle
• Suite
  
• Integrated front and back office
• Enterprise Solutions
• Mid Market Solutions

By the year 2004 growth rate in CRM market will be 700%
By the year 2003 CRM will be a $24 billion industry globally.

CRM Benefits

Cost Savings :

• Decreased General Sales Costs
  
• Decreased Marketing Administrative Costs

Result from

• Specifying target segment customers
• Knowing their needs better

Revenue Enhancement :

• Increased Sales Revenues

Results from improved productivity

• Increased Win Rates

Results from withdraw from unlikely or bad deals earlier on in the sales process

• Increased Margins
  

Results from providing value sell and dicounting price less


Strategi Impact

Improved Customer Satisfaction
Results from better responsiveness to the customer needs

It is estimated that 5% increase in customer retention increases 30% of profit margins
Arthur Anderson Consulting

Industries Implementing CRM

• Automotive
• Communications
• Public Sector
• Consumer Goods
• Finance
• Insurance
• Banking
• Hospitality
• Health Care
• Pharma
  

CRM Components

• Marketing functionality
• Sales Management functionality
• Customer Care And Support functionality
• Field Service Support
• ERP Integration functionality
• E-commerce unctionality

1. Marketing Functionality :
   

• Campaign Management
• Lead Generations/Enhancement
  
• Opportunity Management
• Web-based Encyclopedia
• Market Segmentation

2. Sales Management Functionality :

• Pipeline Analysis
• Forcasting
• Sales Cycle Analysis
• Territory Alignment
• Territory And Assignment

3. Customer Care And Support Functionality

• Incident Assignment
  
• Escalation
  
• Tracking/Reporting
  
• Problem Management /Promising
• Order Management /Promising
  
• Warranty/Contract Management
  

4. Field Service Support

Real time information transfer to field personnel via mobile technologies

• Work orders
  
• Dispatching
  

5. ERP Integration Functionality

• Legacy Systems
  
• Third-Party External Information
  
• Excellent Data Synchronization
  

6. E-commerce Functionality

Manages Procurement Through EDI link and web-server,and includes business as well as business-to-customer.

What Is CRM?

• Customer Relationship Management
  
• It;s all about becoming customer-focused
• CRM is a strategy by which companies optimize profitability through enhanced customer satisfaction.
• CRM is not a technology