Siebel Customer Relationship Management services

Oracle's Siebel Customer Relationship Management (CRM) solution has been helping organizations achieve immense business growth, by providing a combination of analytical, transactional and engagement features, aimed at effectively managing customer-facing operations. Birlasoft, an Oracle certified partner, has been providing customers with CRM/Analytics strategies and solutions since 2001, and today offers a dedicated team of Siebel resources, equipped to handle a gamut of Siebel services.

Birlasoft's Siebel team has been, delivering end-to-end Siebel solutions and accumulating experience, across multiple domains such as Telecom, Energy Services, Healthcare and BFSI & Aviation, amongst others. This has resulted in the formulation of processes which are operational without people dependencies. Our value-added Siebel solutions have facilitated the removal of redundancy in applications and reduced total cost of ownership for our customers.

CLIENT CHALLENGES

• Identification and implementation of the ideal CRM software
• Managing complex Business Intelligence / scenarios
• Curbing increase in total cost of ownership
• Managing complex customer information
• Increasing acceptance and knowledge amongst employees regarding the importance of CRM

WHAT BIRLASOFT OFFERS

• Siebel Implementation - Our Siebel CoE provides implementation services, which are custom-made to suit your specific business needs, and are enabled by our Siebel implementation framework, reusable components and prototyping. The full spectrum of our implementation services ranges from Business Analysis, Configuration Services, Customizations, System Integration to Testing and Training. Major CRM functional areas covered by our Siebel offerings include Sales, Sales Force Automation, Marketing, Field Service, Call Center and more. Some of our recent implementations have been, Siebel 8.0 in Healthcare domain, Siebel 7.8 Analytics implementation and Siebel UCM in Finance domain.
• Siebel Upgrade - Having implemented some of the most complex upgrade projects in the industry, our Siebel CoE's Upgrade Services team has worked on upgrades from Siebel 5.6 to Siebel 6.x, Siebel 6.x to Siebel 7.7, Siebel 7.5 to Siebel 7.8 and Siebel 7.8 to Siebel 8.0. Focusing on both the technical as well as functional aspect of the upgrade, our Siebel CoE Upgrade Services team works with customers to identify business benefits and other impacts of the upgrade, like new functionality, as well as training needs and business simplification opportunities. Simultaneously, the team also assesses the technical aspects such as infrastructure requirements, customizations, integrations and deployment strategy. Backed by our proven upgrade methodologies and processes, our Siebel CoE team ensures effective deliveries, on time and within budget.
• Integration across different legacy Applications from/to Siebel - Our Siebel CoE team has expertise in middleware including, Web Services, webMethods, MQ Series, Tibco JMS Queues and more. First analyzing your need for integrations with your legacy Applications, the Siebel CoE team then builds specific integrations from / to Siebel, which suit your specific requirements.
• Siebel GAMS (Global Application Maintenance Support : L3/L2 Support ) - We presents a unified approach for Maintenance Services and Siebel Administration services for Siebel applications. This approach is proven and time tested for maintenance of ongoing Siebel projects, QA services and Siebel Administration to support complex Siebel Projects. Offering high quality 24X7 / 24x5 / 16x5 / 10x5 support for Siebel implementations, our Siebel CoE team helps customers minimize application and user downtime with strict adherence to Service Level Agreements (SLAs). Support services include technical support, bug fixes, performance tune-ups and on-going enhancements. All our Siebel CoE Support and Maintenance offerings are based on the structured Six Sigma approach towards process management, which includes:
  • Process mapping
  • Identifying process measures
  • Collecting data
  • Displaying dashboards
  • Identifying improvement opportunities and
  • Performance monitoring.
  Our Siebel CoE team has expertise in supporting Siebel 7.8, Siebel 8.0 and Siebel Analytics Applications.
• Siebel Testing / Quality Assurance - Covering all critical domains such as Functional Testing, Performance & Load Testing, Regression Testing, Integration Testing, User Acceptance Testing, etc, our Siebel CoE Testing services employ best industry tools (QTP, Win Runner, Test Director, Load Runner, Silk Performer, QA Load) and processes. This ensures First Time Right (FTR) and On Time Delivery (OTD) on all our deliverables. In addition, our Siebel CoE team also has experience in Production Monitoring with tools such as Topaz, Mercury, Global Monitor, Site Scope.
• Oracle CRM OnDemand - With the demand of SAAS solution which is a cost effective model in the market, Siebel CoE Team has established expertise in Oracle OnDemand R15 and Oracle OnDemand R16 solution. Solutions have been well implemented within the organization to take care of Sales & Marketing process standardization.
• Siebel Analytics / OBIEE / BIP - Backed with extensive knowledge on Siebel Analytics, OBIEE and BIP, our Siebel CoE team has expertise in numerous functional areas including Business processes and Critical to Critical reports as well as various Siebel Analytics implementations.

THE BIRLASOFT ADVANTAGE

• Increased customer satisfaction
• Increased productivity and profits
• Higher focus on Up-selling and Cross-selling
• Lower total cost of ownership and increased return on investment
• Higher potential to increase share of existing customers