Insurance Firm - Siebel CRM by kellena90


									                                               Insurance Firm —
                                               Siebel CRM & Analytics Upgrade
     T E C H N O L O G Y C O N S U LT I N G

                  The Situation                                     complex integration to legacy systems, and
                  Integra’s client, a leading full-line insurance   heavily customized functionality in Siebel
                  firm, had a substantial existing implementation   Call Center and Siebel Analytics. Further
                  of Siebel Financial Services CRM 7.5 and Siebel   complicating matters were required upgrades
                  Analytics 7.7, deployed for over 1,100 users      that needed to be performed on ancillary
                  worldwide. CRM modules in use included            systems, such as Informatica, to support
                  Sales, Marketing, Call Center, Sales Analytics,   the target versions of the Siebel and Oracle
                  and Marketing Analytics. Our client wished        applications, as well as the client’s dependence
                  to upgrade their CRM implementation to            on the Miller-Heimann structured selling
                  Siebel 8, while enabling Siebel Service as new    methodology, support for which was
                  functionality, and also upgrade Siebel Sales      discontinued by Oracle in the Siebel 8 product
                  Analytics and Marketing Analytics to Oracle       release. Additionally, this effort faced many
                  Business Intelligence Applications 7.9, with               ,
                                                                    “unknowns” as this upgrade represented the
                  a concurrent upgrade of Siebel Analytics 7.7      first simultaneous upgrades to Siebel CRM 8
                  to Oracle Business Intelligence Enterprise        and OBIEE 10.1 on the DB2 database platform.
                  Edition (OBIEE) 10.1.3.
                                                                    The Solution
                  The Challenge                                     Integra was selected to perform this
                  Anytime a company upgrades so many                complicated upgrade project on the strength
                  modules simultaneously, the upgrade process       of the experience of our practitioners and
                  is never something to be undertaken lightly.      our flexible approach to partnering with our
                  But our client faced the additional challenges    clients. Integra’s team of deeply experienced
                  of needing to perform the upgrades extremely      team Siebel CRM and Analytics functional,
                  quickly, while maintaining near 24 x 7 call       technical, and project-management
                  center capability, in an environment character-   consultants brought to this client our battle-
                  ized by stringent regulatory requirements,        tested Siebel rapid upgrade methodology.

Business Value Delivered
                This approach, which is both iterative and        replacement of Miller-Heimann functionality,
                based on heavy parallelization of work-streams,   substantial data integration and ETL work,
                enabled us to define a plan to accomplish the     and rigorous manual and automated testing.
                upgrade from start to finish in only 24 weeks,
                                                                  The Results
                which included all project preparatory and
                                                                  In this project, the Integra-led, blended team
                planning time, business process and require-
                                                                  of client and Integra resources successfully
                ments work, time for hardware acquisition,
                                                                  completed one of the fastest Siebel 8 / OBIEE
                and two weeks of “slack” in the schedule;
                                                                  upgrade project of this scale executed by any
                actual upgrade project execution time was
                                                                  Siebel customer to date. Production go-live
                just 16 weeks.
                                                                  was smooth and uneventful, and both Integra
                The scope of work performed includes a            and our client are pleased with the delivered
                significant business process and requirements     system and quality of work that went into its
                effort to document, streamline, and standardize   development. The rigor of our approach and
                procedures across multiple business units,        quality of resulting work products have set a
                technical upgrades of Siebel CRM and Analytics,   new standard for execution which this client
                application configuration to enable new           has already begun to adopt for its future
                features and functional enhancements, new         IT projects.
                module implementation (Service Requests),

                                                                     T E C H N O L O G Y C O N S U LT I N G

                                                                                      400 Fifth Avenue, Suite 100
                                                                                      Waltham, MA 02451

Business Value Delivered

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