Achieving Digital Transformation with Oracle's Siebel CRM

Partner Spotlight - ITC Infotech

For this Partner Spotlight we talked with Alok Verma, Senior Vice President at ITC Infotech (USA).

ITC Infotech is a Global IT services company providing comprehensive Consulting, Technology & Engineering services across multiple industries. We are a wholly owned subsidiary of ITC Ltd. – a diversified conglomerate with annual revenues of US $8 Billion and market capitalization of US $45 Billion. ITC Infotech operates in over 18 countries with a global employee base of 8000+.

Since inception, ITC Infotech has been providing Siebel CRM Implementation & Support services to large fortune class companies across America, Europe, Asia-Pacific and Africa. Our key differentiators include:

  • Unique Practitioner’s Perspective
  • Strategic value of the Engagement and Commitment to Relationship
  • Partnership with leading ISV’s - highest level of Services, Co-Innovation and Co-Development partnership
  • Global Delivery capabilities
  • Industry Recognition and Customer Accolades

Siebel Competency:

With 350+ certified Siebel Consultants, ITC Infotech has effectively undertaken 100+ Siebel engagements globally. Our Siebel engagements are spread across multiple industries such as Consumer Goods, Airlines, Retail, Hospitality, Hi-tech, Life Science and Finance.

We are accredited as a strategic “Co-development partner” and “Certified Partner for Siebel CRM, SFA and Analytics” with Oracle. Our strong partnership with Oracle allows us to have active involvement with Siebel Product Roadmap Management. ITC Infotech has co-developed Oracle Next Generation Mobility offerings as well as Siebel TPM ACR526 Innovation Pack.

ITC Infotech has established Siebel Solutions Lab that has built tools and accelerators for Siebel implementations with continued innovation on Siebel UX, Hybrid Cloud, IOT, Automated Testing, etc.


How many different Siebel CRM projects are you currently working on?


Client - US based Human Resource & Business Solutions

  • Upgrade Call Center application from IP14 to IP18.5
  • Resolve all conflicts as part of upgrade
  • Training on Upgrade process, Admin activities and new application features
  • Implemented new projects and enhancements after upgrade
  • Reporting and analytics improvements providing greater customer insight to management
  • Client - Global CPG Major
  • Siebel Consumer Sector app Upgrade from Siebel to IP15.
  • Solution footprint supporting 16 countries on Multi-Lang Siebel Platform
  • Enabling Siebel access across - Web-Apps, Remote client & Handheld clients
  • Like to like upgrade and enhancement with Open UI enabled application


Client - UK based Specialty Retailer

  • ITC Infotech is the implementation partner of CRM, Marketing & Campaign Management, Analytics and Data Warehousing Solutions.
  • Built real time integrations with ORPOS, Customer Service Centre, ATG e-commerce, Real time decisions & Customer Hub.


Client – European Retailer

  • SLA Driven (with Service Credits) L2 & L3 Support and Maintenance for Siebel (Loyalty & Marketing), OBIEE, Oracle Customer Hub & Mobility
  • Resource model: Onsite-Offshore model
  • Service Coverage: 8hours X 5 days. On Call Support for Severity 1 & Severity 2 issues
  • Coordination with Other Support & Product Vendors
  • SLA Tracking and Incident life cycle managed on ServiceNow

Client – Fortune 500 CG Company          

  • SLA Driven (with Service Credits) BAU Support for business operations for 16 different markets  with more than 4K end users
  • L2 and L3 Support for Siebel Consumer Goods and Business Objects
  • Resource model: Offshore model
  • Service Coverage: 24 hours X 5 days.
  • 12 X 2 during weekends for preventive maintenance and scheduled activities.
  • On Call Support for Severity 1 issues


Client – Leading Research and Advisory Company           

  • Delivered engaging and intuitive UI on Siebel Applications to increase the user adoption of the solutions.
  • Simplified navigation and consolidated information onto a minimal set of screens to optimize the Analyst’s face time with the application.
  • Ensured theme consistency in line with Customer’s digital content and brand guidelines


What are your key Siebel CRM related offerings and services that are available?

ITC Infotech has experience and expertise across different types of Siebel engagements. Our key Siebel CRM related offerings and services are:

Siebel Implementation

  • Requirement analysis
  • Configuration
  • Real-time/Batch integrations
  • Data migration
  • Performance Testing
  • BAU Support

Siebel Upgrade

  • Siebel Upgrade Assessment
  • Prepare Business Case for Upgrade
  • Application Upgrade
  • Ecosystem Upgrade
  • UI Enhancements

Siebel UI/UX

  • Determine UI pain points
  • UI Design for improved UX
  • Leverage Our Open UI Framework for accelerated DBT
  • User training/Change awareness

Siebel Mobile

  • Functionality & Fitment Assessment
  • Implement Siebel Mobile Connected / Disconnected
  • UI/UX Enhancements
  • Integration Native to Siebel platform

Siebel Support

  • Incident & Problem Management
  • Service Request Management
  • Batch & Schedule Management       
  • Capacity Management
  • Change Management
  • Release & Deployment Management


What are your key Cloud (SaaS, PaaS, IaaS) offerings and services that relate to Siebel CRM?

Our key Cloud (SaaS, PaaS, IaaS) offerings and services that relate to Siebel CRM are –

Siebel on Cloud

  • Migration Assessments
  • Determine success factors
  • Infrastructure sizing
  • Evaluate PaaS needs of solution landscape
  • "Lift & Shift" of Siebel Application to Cloud
  • Siebel Application, IaaS & PaaS monitoring services

Siebel + Oracle CX

  • Evaluate Hybrid Cloud Approach
  • Integrated Business Flow (Siebel + Oracle CX)
  • Implement Siebel + Oracle Cloud 
  • Pre-built connectors easing integration efforts


What other products or innovations have you created that complement Siebel CRM?

Siebel Application Monitoring

Standalone tool to monitor Siebel application performance and availability across distributed enterprise infrastructure globally. The tool continuously monitors system parameters, detects abnormalities, and alerts system owners for preventive maintenance. Benefits of the tool include:

  • Incident reduction through proactive monitoring
  • Reduction in manual interventions and operational costs
  • Automated Alerts in case of issues with monitored objects
  • Enhancing the application stability and maximum up-time
  • Easy setup in any Server (Application, Database, Reporting Servers, etc.)
  • Real-time monitoring dashboards

Open UI Accelerator

  • Build innovative UI solutions with a focused objective of enhancing User Experience on Siebel platform
  • Customer Centric Approach and Defined Roadmap on enabling Siebel Open UI Customers
  • Reusable libraries for faster implementation
  • Environments for Customer specific demonstrations & proof of concept evaluations.

Eloqua and Siebel Integrator (EASI)

  • A platform agnostic Java based connector for campaign related data exchange between Oracle Eloqua and Oracle Siebel application
  • Solution caters to contact profile sync, campaign & campaign response sync and service request generation for any follow-up actions
  • Solution includes point integration between OBIEE and Eloqua for segment data

Responsys and Siebel Integrator (RASI)

  • A platform agnostic Java based connector for campaign related data exchange between Oracle Responsys and Oracle Siebel application
  • Solution caters to contact profile sync, campaign & campaign response sync and service request generation for any follow-up actions
  • Solution includes point integration between OBIEE and Responsys for segment data


What recent Siebel CRM customer success stories do you have to share?

Client – Europe’s Leading Retailer
Project - Loyalty Implementation

Benefits delivered:

Customer Base Impact

  • 40% uplift in card activations – Active customers are 75% more profitable
  • 50% of cards issued in the last year
  • 11M cards issued (higher outreach)
  • 2 % net positive migration in customer value

Sales Impact

  • 6-8 % Sales uplift due to loyalty promotions
  • Loyalty Penetration – 62% in sales & 53% in transactions
  • 36% increase in Voucher redemption resulting in 10% increase in customer spend

Client – Caribbean Beverage Company
Project - SFA Solution 

Benefits delivered:

  • End-to-End visibility of the process, right from customer creation to realizing the financials
  • Robust integration with back-office SAP system, thereby reducing overall cycle times
  • Effective workflow and notification mechanism that enhances sales and service experience
  • Organized dashboards and reports for management reporting and further actions

Client – Leading European Airline
Project - Loyalty & Marketing Implementation  

Benefits delivered:

  • 5% increase in Active Member Base
  • 1% conversion of Inactive to Active Member Base
  • 2% improvement in activities of Active Member Base
  • Integration with 15 Airline partners and 40 non-airline partners


What is your vision for Siebel CRM innovation and Digital Transformation?

In line with Siebel CRM innovation roadmap, ITC Infotech strongly believes that customers with existing investments in Siebel CRM application can continue to leverage Siebel by integrating with Oracle Cloud Applications to bring in the latest digital tech - IoT, Chat, ML, Real-time Analytics, etc. to build a digitally transformed solution ecosystem.

ITC Infotech will continue to invest in enhancing Siebel capabilities in line with Oracle-Siebel Innovation roadmap, thereby enabling Customers to derive maximum benefit from the cloud ready platform with API based integrations, DevOps readiness, and Test Automation capabilities for rapid releases.


For more information on Siebel CRM solutions and services, visit the ITC Infotech website.