For this Partner Spotlight we talked with Ravi Appayya, Senior Delivery Director at Infosys.
Infosys are an multinational information technology company that provides business consulting, information technology and outsourcing services. Infosys run.a focused CRM Practice, with exclusively dedicated consultants specialized in Oracle CRM applications.
- More than 1500+ strong practice
- Experienced in Domain, Technology and Project Management streams.
- 23+ years of experience in Siebel CRM programs
- Global presence with dedicated delivery and client partners.
- Experienced in all major industry verticals.
- Partnered with Oracle on execution and innovation, beta solution validation.
- Pioneered multiple implementations such as 1st mobility roll out on Open UI and 1st Oracle Knowledge Management to Siebel CRM Integration
Infosys are currently executing multiple projects across more than 30 active Siebel CRM clients.
What are your key Siebel CRM related offerings and services that are available?
Our service offerings are across Advisory, Transformation, Cloud Implementation, and Flexi support offerings. We have service offerings for:
- Siebel CRM new implementation (greenfield)
- Siebel CRM Upgrade to the latest release
- Industry solution implementations across all verticals, e.g., Siebel Automotive, Telecom, Hi-Tech, Financials
- Migration or re-implementation of hosted platform (On-Premises to Cloud, Cloud to Cloud)
- Application Maintenance and Support including Transition and Takeover
- Training, Change Management, Solution Discovery, Business Advisory, Domain Consulting, Road Map Planning and Program Management services.
Based on our experience in successfully managing multiple complex and long-term engagements across the globe, we have created a skilled and experienced talent pool leveraging a diverse set of tools, artifacts, and solution accelerators. Some of our specialty offerings are as follows:
- Comprehensive and end to end Solution Implementation and Management for Siebel CRM Industry solutions such as Telecom, Automotive, Financials
- Siebel CRM Upgrade
- Siebel CRM Migration to IaaS, SaaS
To find out more about Siebel CRM and CX related service offerings, please read here.
Infosys are also an approved Siebel CRM license reseller partner.
What are your key Cloud (SaaS, PaaS, IaaS) offerings and services that relate to Siebel CRM?
Our Siebel-Cloud specializations are:
- Siebel on Cloud (IaaS)
- Siebel to Oracle Cloud CX Migration
- Siebel Service Mobile application implementation
We have experience in migrating Siebel CRM to OCI, Azure and AWS across various clients, and also Siebel CRM to Oracle CX SaaS migration.
Infosys can also provide managed servces for Siebel CRM implementation hosted in the cloud.
What other products or innovations have you created that complement Siebel CRM?
We have multiple innovative solutions including some Accelerators and Tools. Some of them are listed below:
| Name |
Usage/Benefit |
| SMART Series Toolset (SmartBuild, SmartREAD, SmartRepreader, SmartRepCompare, SmartUpgrade) for Siebel CRM Implementation and Upgrade |
Planning, Documentation, Build, and Upgrade accelerators for Siebel CRM Projects |
| SCAN Tool |
Automated Repository Code and Configuration review |
| Siebel Data Loader (SiDLU) |
Data Import tool for update Seed data, create new seed data |
| Siebel Open UI Code Review Tool |
Improving delivery consistency & delivery excellence |
| DevOps for Siebel |
Improving delivery consistency & delivery excellence |
| SRF Compile Utility |
Automates SRF compilation and deployment for Siebel environments |
| File Transport Tool |
Development Accelerator |
| Siebel Repository Compare Tool |
Tool to track changes in multiple parallel release scenarios |
| Smart Siebel Manager |
Siebel Admin Activity resource |
| Siebel Support Tool |
Manage Support Activities and Optimize effort |
| Siebel Health Check Tool |
Siebel Server Health Monitoring |
| Intune+ checklists for Upgrades |
Helps to standardize the processes followed for upgrade projects |
| Intune Implementation Methodology |
Siebel specific Implementation Methodology for Siebel implementations |
| Upgrade Methodology |
Siebel specific Upgrade methodology that can be used in Upgrade projects |
| Siebel Sizing Tool |
Tool for estimating Siebel Implementation efforts using Siebel Points (uniquely created by Infosys) |
| Siebel Upgrade Sizing Tool |
Standardized sizing template to measure and estimate Siebel upgrade. Bottom-Up approach for all areas impacted by upgrade to arrive at accurate Siebel upgrade estimates |
| Cloud based CRM reporting application |
Makes it easy for Managers and Product Owners to get near real time reports on tickets and alert notifications on their handheld devices. |
| Siebel X-Ray |
Assessment Framework for New Project work on Siebel CRM. Evaluates Effort, Documentation, Complexity and Landscape |
| Automated Rate Table Processing Tool |
The current approach for Importing Rate Table information has lot of manual intervention tasks. With this tool most of the tasks will be automated. Hence Time & Effort is reduced. |
| Code Debugger |
Developers can connect to any environment and debug the code without accessing tools. Basically, debug on thin client |
| Siebel Admin Load Utility |
The package can be plugged into Devops and make the admin data load seamless. This will bring productivity and enhance the quality of the data. |
| Charset update tool |
This reusable component is useful in scenarios where special characters removal is required, and this can be used as a ready to use component |
| Siebel Tool for Tracking User Navigation |
This tool is a generic solution built with Data, Business, UI and Non rep related changes in the application. Users can directly build the solution in the application by referring to the user guide. This tool is built using the Siebel standards and has flexibility to enable/disable without the need of application downtime. |
| Code Library and Scripting Guidelines |
Reusable code libraries |
| Siebel Usage Pattern Tracking Tool |
Day wise user tracking, most accessed views in the application, Time spent by users in application, Records deleted in application format |
| Siebel Log File Analyzer |
Saves manual efforts for searching of errors in log file, Help in traceability, Analysis and RCA |
| User Management |
Automation of user management requests in Siebel |
| SWARMS (Siebel Workflow-policies And Rcr Monitoring and Scheduling tool) |
Siebel admin efforts significantly saved (WF policy failure, RCR failures etc.) |
| Siebel automated validation and migration tool |
Faster Data validations helping faster roll outs with a much simplified migration process |
| ASPEXT (Auto Speech to teXT) |
Reduces manual errors and improved agent experience |
| IP2017 Agile |
Agile development in Siebel from IP17 |
Application and Automation Solutions
- Automation of Business processes using UI Path, Automation Anywhere
- Chatbot Solutions for Automated Response and Query resolution
- Opportunity Win/Loss Probability Prediction Solution
- Industry Solutions for Telecom, Automotive
What recent Siebel CRM customer success stories do you have to share?
A sample of our complex and successful customer engagement recently includes:
- On-Premises to Cloud migration of overall Siebel CRM Platform
- Solution optimization to support de-merger / segregation
- Re-engineering of CRM Service solution from Siebel CRM to Oracle Cloud
- Upgrade to the latest Siebel CRM 23.x release from older Siebel CRM releases 8.x and IP2016
Over the years our customers have generated tremendous business value from partnering with Infosys:
- Customer A:
- Cost savings of ~$1.36 Mn per year
- Approx 18% reduction in Customer interaction time
- 7% Agent productivity improvement resulting in
- Customer 2:
- Cost savings to the tune of 8M USD over next 5 years for business
- Reduction in overall report writing time for technicians by 83% from 2 hours to less than 20 minutes resulting in cost savings of 7.2M USD over next 5 years.
- Through Mobility solution – 25% increase in overall call handling capability of technicians
- ~70% reduction in failed transaction recording resulting in improved revenue
At one customer site in Norway, the entire CX suite has been implemented which was partially on Siebel CRM. We also have customer success projects with Bank of America, Daimler Trucks, Johnson Controls, Ministry of Ontario Transportation, Sleep Number, Colt..
What suggestions are you offering to Siebel CRM customers who are undergoing digital transformation?
Organizations that are looking at their ‘next’ have multiple options. We want to be the trusted partner for our customers in their Siebel application modernization journey. Towards this, we have strong capabilities and are continuing to invest in the areas of growth in this space. These include:
- Migration to SaaS
- Lift and shift to IaaS
- UI/UX transformation
- Upgrade Services
- AI and Automation led Support Services
For more information on Siebel CRM solutions and services, visit the Infosys website.