Achieving Digital Transformation with Oracle's Siebel CRM

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Siebel CRM’s Github Presence

Over the past year, we’ve begun to build a collection of customizations and documents for Open UI and we’ve been sharing them in Github. Please feel free to take a look at these and use them for your own purposes. Be aware that they’re not actually all part of our product offering, so if you have issues using anything there, use Github’s issue reporting capability, not Oracle Support. Github is a place not only to roll out content, but also to collaborate. If you think you can improve on our solutions, please go ahead and submit a pull request, and we’d love for you to share your Open UI customizations here to add to ours, with the goal of strengthening Siebel CRM for everyone. If all you have is a cool idea for something Siebel might be able to achieve, add that as an issue too, and we’ll see what we can do to provide guides or features to help. Without further ado, here’s an overview of what’s already there. Open UI - https://git.io/vM6GH Autocomplete Filter - https://git.io/vM6sb - By default, the autocomplete filter searches for any result which “contains” the letters you type. This example shows you how the alter the logic from “contains” to “begins with”, simply by overriding jQuery’s autocomplete filter. Constrain User Input - https://git.io/vM6sx - Preventing user error is sometimes considered better than reporting user error. Many Siebel fields, while providing input tools (such as a calendar for date fields) still allow you to enter data manually. Ideally a date field shouldn’t contain any letters, and this technique will allow you to decide whether a given keypress should be allowed. This could be easily extended to permit only valid credit card numbers to be entered, or to ensure that a flight locator was in a valid format. Double Click - https://git.io/vM6Gf - For so many years, double clicking a record in a picklist did something that felt intuitive; it automatically selected and picked that record. When Open UI was built, it was felt that double click was used almost nowhere on public websites, so we moved to use only button press mechanics. Open UI however, allows us to easily re-implement double click if we so chose. This shows you how. Error Tracking - https://git.io/vM6GI - Through integration with bugsnag, this feature captures errors that occur in the browser environment which are not detected by the production environment. These console errors are captured as and when they occur, allowing the development team to rectify them quickly. You’ll need to sign up with bugsnag if you intend to implement this in production. Fluid Form Applets - https://git.io/vM6GC - Since 2013, no new content from Siebel Engineering implements the old grid-based form applets, but instead use fluid form applets. Fluid forms lose the feature of WYSIWYG but gain the capability to be responsive to change, allowing a single design to meet the needs of multiple target devices. This write helps you understand how fluid forms can be created, and how ultimately you can create your own fluid layouts. Maps Integration Google Maps - https://git.io/vM6G1 - Integrate a fully usable Google map into the Siebel application, which recognizes any geo-codeable area, specific lat/long coordinates or a simple address. Oracle Maps - https://git.io/vM6GD - Access an Oracle map modal window which, on entering an address, displays the corresponding contact location on the map. Open All Search Results - https://git.io/vM6ZA - By default, search results are returned in a closed form, allowing you to drill into the one that looks most suitable. This modification opens all results by default, so you don’t have to click to open any of them.  Post-Load Code - https://git.io/vM6nt - After each view load, a customizable post-load event is executed based on the original view load. This gives you a template for a custom postload Javascript file, which you’ll then need to add to your manifest. Quick Search - https://git.io/vM6Ch - This feature allows for a rapid search action through multiple records in a list applet. It’s not perfect and doesn’t work as well in all browsers; maybe you can help improve it? Save last applet search - https://git.io/vM6WL - The last search using the search field is saved and restored for easier future. This functions across devices as it is saved in the user’s server-based preference file. Sorted View Dropdown for Tabs - https://git.io/vM6WO - The content in a dropdown tab can now be sorted based on the user’s preference and working practice. Custom functionality can also be added to each and sorted accordingly. This will override the sequence configuration in Tools. Theme Customization - https://git.io/vM6WG - Here we provide a number of small theme alterations for you to play with. DISA (Desktop Integration Siebel Agent) - https://git.io/vM6Wc - This framework helps in integrating the desktop programs and files with those running on the browser. An completed example is provided to get system information to be displayed in About > Technical Support - https://git.io/vM6Wu. In addition, for DISA, we have also created a code generator for DISA that you might find helpful at https://git.io/vM6Wi EAI – JSON CONVERTER - https://git.io/vM6W1 - This useful eScript based converter, contributed from the can be used to create and interpret JSON strings as well as convert any property set to JSON string and vice versa. LOAD BALANCING - https://git.io/vM6Wh - The Siebel application enables you to generate a load balancing script for REST services.   Lots more coming soon! please feel free to also contribute your own customized solutions to the community.    

Over the past year, we’ve begun to build a collection of customizations and documents for Open UI and we’ve been sharing them in Github.Please feel free to take a look at these and use them for your...


Open UI Test Automation

Typically Test Automation involves using generic Automation tools and programming in the language supported by the particular tool. This poses challenges in finding or developing the skills required in programming and specific knowledge of the application being used. Siebel CRM Open UI Test Automation, addresses this challenge by providing a built-in automation framework for Open UI and the ability to automate testing without any programming skills. Open UI Test Automation has built-in ‘Keywords’ or ‘Actions’, for automated interactions with the application. By creating a sequence of steps using these built-in Actions, one can automate test flows. Siebel CRM provides the ability to organize such automated test scripts into suites, and to execute them in a batch mode (aka Lights-out, Unattended). The results of the automation execution are presented in an easy to read manner, enabling the quick analysis of results. Open UI Test Automation helps customers reduce significant efforts spent on test automation (in fact, we've seen a 70% reduction in effort when compared to coding), by pre-empting the need to build and maintain an automation framework, and by simplifying the process of authoring scripts, the analysis of results, and scripts maintenance. To find out more - take a look at this document Using Siebel Open UI Keyword Automation (Doc ID 2204562.1) on My Oracle Support.  

Typically Test Automation involves using generic Automation tools and programming in the language supported by the particular tool. This poses challenges in finding or developing the skills required...


Siebel CRM Innovation Highlights for 2016

Siebel CRM Innovation The Siebel CRM development team has had a very busy year! Let’s be honest - 2016 - has been a blockbuster in terms of innovation and engaging with our successful customers around the world. We released Innovation Pack 2016 in May with a host of new features across UX, Portals, Mobile, Industry specific innovations and of course Agility.   Modern Agility Agility is key focus for us at the moment as we want to leverage Cloud platforms for Siebel CRM and also make our applications the most agile to maintain, develop, test and work across hybrid platforms such as On-Premise and Cloud. Earlier this year we also announced Siebel CRM on Cloud, and as we continue to enhance this offering, we will see tremendous benefits and cost savings for our customers. The Siebel Composer project has seen over 2 years of investment already and is reaching conclusion. We released our Developer Preview back in Innovation Pack 2015 (15.0), showcasing web tools and metadata configuration through the browser and no-SRF based deployment. In Innovation Pack 2016 (16.0), Workspaces were released (after being strenuously tested internally – as we used them to build 16.0), our developers love using Workspaces – it’s simplicity and developer autonomy has seen our own productivity increase substantially. Big projects like Siebel Composer form the nucleus of our vision for agility in Siebel CRM, agility that extends beyond in-browser UI development, including web tools and workspaces, but to parallel development, test automation, open REST based APIs and dynamic application configuration and deployment – specifically designed for Cloud. We have a very clear vision and picture of where Siebel CRM business agility will be:   Innovation – Alive & Kicking! We sometimes hear about rumors spread from our competitors or read in various other sources, that Siebel CRM innovation is in decline. This is quite laughable, really. On the contrary, our investments in transforming agility, cloud platform as well as the continuous enhancements to our Open UI and mobile framework solutions over the last few Innovation Packs are testament to this. We have publicly declared the continuous, committed Oracle Siebel CRM investment in innovation for years now on our website; also you can take a quick look at this video about the Value of Siebel CRM You can catch a glimpse of what features we delivered here in 15.0 and 16.0. Projects such as Siebel Composer are by no means trivial, these are highly ambitious and innovative features which will bring huge rewards for our customers and we do this because we want our customer to continue to be successful. In fact, it’s much easier to just let our customer success stories illustrate that Siebel CRM has a long future and massive potential. Customer Success Most of our customers have been highly successful with our product since it was introduced over 20 years ago. 20 years of innovation – creating a deep and broad CRM application across 21 industries, that is impossible to replicate. We are in the fortunate position that we have so many great market-leading customers around the world achieving amazing results with our product. In fact, success stories that our competitors would go crazy about! This year our team travelled around the world with our Siebel CRM Roadshow to engage with our customers – who themselves also shared their success stories – especially at Oracle OpenWorld. You can read about our Customer Success stories at OpenWorld here. Our customers that follow our strategic path and work closely with us, believe in our product vision and continue to invest – they are successful and realize the return on their investment. Investment Longevity Our mission is to ensure Siebel CRM is the ultimate platform for enterprise CRM, enabling our customers to achieve their business goals – and incorporating the vast technological solutions required to do so. CRM and Customer Experience has exploded to now demand cloud big data solutions, IoT device integration, machine learning and predictive analytics. The union of these technological solutions will drive CRM into artificially intelligent data systems and Autonomous CRM. With Siebel CRM our customers are in a perfect position to leverage their existing platform and adopt these new technologies at minimum risk and cost. Many times alternative cloud CRM solutions are talked about as the best solution but this is not always the case: Complete shift to Cloud solutions can have high business risk of failure Cloud solutions can be very expensive, and without the expected benefits Cloud is not a one-size fits all, lack of deep end to end industry functionality Many Siebel CRM customers have relied on their robust solution for years. When evaluating cloud as a potential option for their business, they often find large functional gaps and realize the tremendous cost that would be incurred when moving away from Siebel CRM. Alternatively, capital cost savings are realized with Siebel CRM on Cloud and our application is ideal to extend and adopt cloud solutions in a hybrid, integrated fashion. Lower risk, less disruption and a more sensible approach to extending CRM, adopting other software solutions.   Transformation Aside from adopting new technologies, with the Siebel CRM application we have also seen this year some fantastic examples of incredible and intuitive User Experiences created using the Open UI framework. We realize that all users are different, across diverse industries and organizations, and our UX strategy is to provide a flexible UI standards-based framework for which our customers can create their own user experience, it’s not to enforce a UI solution on everyone that isn’t extendable. Taking on a small Open UI project can really transform the application and doesn’t have to be expensive. Similarly with an upgrade project, it’s a myth now that Siebel CRM is expensive to upgrade – over 93% of our customers are on our latest releases (Innovation Pack 2014 and above), we also had customers presenting at OpenWorld that are already on our latest release 16.0, and that regularly apply our latest monthly patch sets to stay current. Transforming business agility for the Siebel CRM application has been a necessity and for in 17.0 we will realize SaaS style application agility. We are also committed to adding core new features for our rich industry solutions and new features supporting UX, productivity and mobility. Our team is here to help and just like with all business critical software applications, it’s vitally important to stay current with your application and support. Without Oracle support, you won’t have access to Siebel security patches, our huge support knowledge base, and you won’t be able to take advantage of all the great new features released annually.  Have a quick look at this video about the Value of Siebel CRM After a fantastic year, we’re all tremendously excited about the future of Siebel CRM, starting with our 17.0 release. Remember it’s not about what you hear or read about Siebel CRM, butabout what competitive advantages our successful customers are gaining from our product – actions speak louder than words!

Siebel CRM Innovation The Siebel CRM development team has had a very busy year! Let’s be honest - 2016 - has been a blockbuster in terms of innovation and engaging with our successful customers around...

Customer Success

New Roadshow ...and OpenWorld 2016

Save the Date! we are pleased to announce a new Siebel CRM Roadshow in Toronto on Thursday 1st December. More details to follow!               In case you missed it, here’s some recent highlights for Siebel CRM at OpenWorld this year: We kicked off with our well attended Siebel CRM CAB event to kick off OpenWorld an the Grand Hyatt Skyline conference facility. Our sessions and demo pods were very well attended throughout the week. One of the major highlights were the amazing Customer Success stories with the Siebel CRM product: Sberbank, Russia’s largest bank, over 100K active Siebel CRM users, 150m+ clients, super fast Open UI, scalable CRM, 24/7 operation, only 10 IT staff. Tata Motors, India’s biggest automotive company, integrated CRM system to manage Dealers, OEMs, Partners across all of India (5000+ channels) to provide a complete 360 view of their customers. Toyota, world's largest automaker, reinvents their distribution process with Siebel CRM Swisscom, European Telco visionary with Open UI HA enabled (Exalogic/Exadata) system, 7m+ customer accounts, 250m+ service requests, strategy to provide DBaaS as a service offering Government of Ontario (Education & Transportation), OPA integration, usability gains with Task Based UI + Open UI, 25% data capture improvement, 70% improvement application processing time. Hyundai working with Minacs, showcased Siebel CRM and IoT integrated solution for connected cars! SoftClouds, presented their integrated IoT and Siebel CRM solution Tele2, one of Europe’s fastest growing telecom operators, standardized application footprint and system consolidation by using Siebel CRM Open UI Open UI success stories from Marriott, American Airlines, BoxFusion Quite clearly, there is a fantastic interest in the Siebel CRM product as a key component of the CX suite and the Siebel CRM team did an awesome job at OpenWorld this year!. We strive to make our customers successful and our customers really see high leverage in the Siebel CRM product to achieve their business goals. Siebel CRM OpenWorld 2016 presentations are all available on the OpenWorld Event Catalog: OpenWorld Event Catalog (Siebel CRM filter) Read these blog articles from Siebel Hub which details Siebel CRM OpenWorld sessions  

Save the Date! we are pleased to announce a new Siebel CRM Roadshow in Toronto on Thursday 1st December. More details to follow!               In case you missed it, here’s some recent highlights for Siebel CRM...

Customer Success

Lets Go! Siebel CRM @ Oracle OpenWorld 2016

Celebrating 20+ years Customer Success in CRM This year at #OOW16, the Siebel CRM track will be more innovative than ever, with sessions and demogrounds available across primary industries, key technology areas and with leading, visionary customers presenting their key insights and success stories. Join the Siebel CRM team at Moscone West as they bring to you a whole host of innovative topics scheduled over 4 days. Day 1: Monday September 19th This year we open up on the first day with INNOVATION!, and a major product announcement. The next generation Siebel CRM Innovations (Core Technology & Applications - CON7177) details our latest innovations that were delivered in 16.0 as well as demos of our latest features of 17.0. It’s followed by a dedicated session on Open UI (Siebel CRM Open UI - Latest Innovations and Customer Successes - CON7181) which always generates excitement amongst our customers. The last session of the first day, Siebel CRM on Cloud (Siebel CRM in the Cloud (IaaS/PaaS) - CON7178) – find out how you too can deploy your Siebel CRM application on Oracle Public Cloud and other cloud platforms. Day 2: Tuesday September 20th Don’t miss the Siebel CRM Executive Strategy & Roadmap session with George Jacob (GEN7176), where we outline the future 15+ year roadmap for Siebel CRM and how it is transforming to adapt with the changing technology landscape and requirements for our pioneering customers. By the end of this session, you can rest assured that the rich product roadmap and vision ensures investment longevity in Siebel CRM. At the Customer Leadership Panel (CON7179), hear from leading, global, Fortune 500 customers, endorse our vision and explain how they use their Siebel CRM application today to provide competitive advantages. Finally, for Public Sector customers, we encourage you to attend the session on Managing Public Sector Relationships through Diverse Channels (CON7186) and understand through our case studies how to deliver the best possible citizen experience. Day 3: Wednesday September 21st Share your insights, ask questions, engage in discussions and discover Siebel CRM best practices at our immensely popular Meet the Experts session (MTE7189. If you’re a Financial Services company, be sure to learn how Siebel CRM continues to be the backbone of Financial Services Digital Transformation (CON7187). This is followed by a session on how leading Telecommunications service providers leverage Siebel CRM - Delivering Transformational Results in Communications Industry (CON7188). Day 4: Thursday September 22nd Our final day at OpenWorld, and one where we will cover the most forward-thinking, innovative examples of how customers are using the Siebel CRM platform to embrace modern disruptive technologies such as the Internet of Things (IoT). Hear about the latest Innovations in the Automotive Industry (CON7185) and case studies of how our customers are building solutions with Siebel CRM to enhance their ROI. After the Auto session – do not miss Siebel CRM and IoT (CON7180), where you will find out how customers are today leveraging existing Siebel CRM deployments to generate value and new revenue opportunities, via the automation of sales and service delivery processes with real-time insights from intelligent devices. Follow us on Twitter @OracleCRM  

Celebrating 20+ years Customer Success in CRM This year at #OOW16, the Siebel CRM track will be more innovative than ever, with sessions and demogrounds available across primary industries, key...

Customer Success

Siebel CRM Roadshow - Utrecht Highlights

Last week in Utrecht, the european CAB community gathered for our Siebel CRM Roadshow. This 2 day event in the trendy Oracle office space bought together our partners and key customers to discuss Siebel CRM strategy and roadmap amongst many other innovative topics. The key message from the latest Strategy and Roadmap presentation was that Siebel CRM has a vision and a plan for continuous innovation beyond 2030. Every year since Oracle acquired Siebel Systems Inc. in 2005, Premier Support has also automatically extended, and this will continue for a long time as our successful customers look to leverage Siebel CRM on-Premise (or Siebel CRM on-Cloud) and integrate with Oracle CX Cloud Suite, IoT Cloud and with other big data cloud solutions. There is categorically no truth what so ever with rumours in the market place about Siebel CRM innovation stagnating. In fact, our customer success stories exemplify this forward thinking strategy more than anything else. During the event Rabobank and ANWB showcased how they use Siebel CRM and Oracle Policy Automation (OPA) to streamline business rules and automate processes. Canon also pointed out that actually they use OPA with Siebel CRM and their own Internet of Things (IoT) integration solution; an intuitive way to make the modification of intelligent device specific rules seamless from application processes in Siebel CRM. Canon, have been using IoT technology inside their intelligent printers connected with Siebel CRM for automated service for years. The future of OPA was announced with key takeaways being Next Generation Interviews, Embedded fonts and barcodes in forms; Data Collection from Inferred Entities, Access Control for Policy Models and the HR Accelerator. Along with Siebel CRM strategy, Oracle CX Cloud Suite customer adoption case studies was discussed with a lot of interest shown into the integration approaches (Oracle Integrated Cloud Service) and augmentation, such as adding big data Oracle Marketing Cloud and Oracle Social Cloud to Siebel CRM. We have flagship customers taking this approach, General Motors were one of the pioneers to implement this hybrid CRM approach with Siebel CRM and Social Cloud; Panasonic also leverage Siebel CRM with Oracle Marketing Cloud for example. The future innovations for Siebel CRM presentation gave an insight into the new product announcements to expect at OpenWorld 2016. Siebel Composer is the major new product innovation to be available in 17.0. Other major enhancements are Workspaces (multi-branch), Test Automation, Product Configurator caching, Application Generation (role/device modules), Restful interface and Siebel CRM on Cloud (migration and deployment tools). The Siebel CRM roadmap will soon embrace machine learning and process automation - with the introduction of IoT enabled end to end solutions for process automation. Mastering this paradigm shift for CRM will be a 5 year+ focus for the team, well beyond 2022 as we move into a more efficient, productive and insightful ‘Predictive’ CRM landscape powered by artificial intelligence. New agile development solutions Siebel Composer, Workspaces and RESTful API were demonstrated, with so much interest in these innovations that the team will need to set up further collaboration sessions to cover it all!. With the Siebel CRM in the Cloud presentation, the opportunity for customers to move from a CapEx model to an OpEx model for hardware platforms to support the Siebel CRM application was a key highlight. With Oracle Cloud, all kinds of topology are possible, Private Cloud, Public Cloud, Cloud Machine etc. Finally, we heard all about Data Archiving best practices and cool innovation demos from our Oracle Advanced Analytics team (combining Siebel CRM data with other data sources using the Visual Analyzer to dissect the data intuitively) and our gold partner e-Up who have been working closely with our engineering team on solutions to automate the testing of end to end business processes. The demo illustrated how simple it is to mimic a user scenario in the application for testing and playback. A truly successful event, and the 6th Siebel CRM Roadshow event since May. Next up OpenWorld 2016! To read more about the event, read this post from our partner e-Up.

Last week in Utrecht, the european CAB community gathered for our Siebel CRM Roadshow. This 2 day event in the trendy Oracle office space bought together our partners and key customers to discuss...