For this Partner Spotlight we talked with Pravin Bakshi, Head – Oracle CRM/Cx Practice at TCS.
With over two decades of experience providing Siebel CRM services to our customers, TCS has developed strong capabilities and provides complete life cycle support for Siebel CRM implementations starting from Advisory support to Transformation / Modernization services to Optimization services.
We see a rich history and a strong product roadmap for Siebel CRM, allowing companies to proceed with their transformation journey to leverage Siebel CRM as their critical asset. Keeping this in mind, TCS has a dedicated Centre of Excellence for Siebel CRM and there are close to 1200+ active consultants across Siebel CRM customer engagements and 2200+ Siebel CRM experienced consultants in the organization. Currently, we are supporting 60+ Siebel CRM customers across the globe.
TCS, as one of the primary consulting partners of Oracle CRM / CX systems, has been Implementing, modernizing and managing Siebel CRM applications across all industries.
Our expansion plan is to focus on Modernization, UI / UX amplification etc which will help in retaining and acquiring more Siebel CRM customers.
TCS operates across the globe in all the major markets – US, UK, Europe, Australia and emerging markets – Middle East, Africa, Asia Pacific and LATAM regions.
For more information on our Siebel CRM practice please read here.
What are your key Siebel CRM related offerings and services that are available?
TCS provides end-to-end offerings for Siebel CRM implementations as follows:
Advisory Services:
- Siebel Strategy & Roadmap
- Siebel Application health check and performance assessment
- UX Amplification
- CX Journey Mapping
- Operating Model
Transformation / Modernization Services:
- Modernize Siebel CRM – leverage new capabilities / architecture
- Siebel CRM Cloudification to IaaS
- Improve user experience and mobility by using Open UI
- Improve Business Agility by using AI / ML
Optimization Services:
- Next Gen AMS
- DevOps / CI CD implementation
- Shared Services Model
- Performance improvement
- Upgrade & migrate to cloud
- Zero downtime deployment
What’s your specialty and why? e.g. product area/industry/technology
We specialize in Siebel Modernization, AMS, Upgrade services. For industry, Telecom, BFSI, Public Sector, Utility, Travel Transport and Hospitality, Hi Tech.
What are your key Cloud (SaaS, PaaS, IaaS) offerings and services that relate to Siebel CRM?
Our Siebel CRM – Cloud offerings are:
- Siebel CRM Cloudification (Migration of Siebel CRM to Cloud Infrastructure)
- Siebel CRM Modernization using PaaS Services
- Siebel CRM + Oracle CX ( SaaS) Services
- Hosted Services – OCI and other public clouds (AWS, Azure etc.) based on customer’s cloudification strategy
What’s your specialty and why?
- Siebel CRM Cloudification, Industry specific solutions that leverage our TCS CrystallusTM offering
Do you have any recent customer success in this space?
- Leading Worldwide Airline – Migrated to OCI, Containerization at Server level.
- Leading High Tech & Manufacturing company – Siebel CRM + Mobility on PaaS, Intelligent Remote Monitoring
What other products or innovations have you created that complement Siebel CRM?
We have the following innovations available and in progress:
CRM / CX Digi Assistant
TCS – Intelligent CRM – Processes
Some of the innovation solutions implemented for our customers are:
IoT based solution: Intelligent Remote Monitoring – “IRM”. It’s the IoT implementation in a leading High Tech & Manufacturing companies domain to manage automatic toner ordering for the it’s customer’s printers. Helped to save costs of about 2.5 M Euro/year
Intelligent CRM: Automated Passenger Complaint Handling Process implemented in American Airlines. TCS developed a framework integrating the Siebel CRM application with a Python keyword search algorithm and an automated process to handle Customer Service feedback that requires standard actions, thus helping to reduce the huge complaint backlog and avoided mandatory overtime of Service Reps. Led to $3.1M savings cost savings 8 months.
Intelligent Operations: Order fallouts – Large middle east Telco – robust Order fallout management using UI Path which has helped in 99% of Order fallouts.
What recent Siebel CRM customer success stories do you have to share?
TCS has got multiple customers with transformation journeys in / out Siebel CRM. Some customer case studies are detailed below
Leading High Tech & Manufacturing – Workforce Management Transformation
Context: Inefficient workforce utilization, upsurge in licensing costs solicited the need for transformation, to improve customer service while reducing operational expenses.
Key Challenges / Asks:
- Replace existing application with cloud under stringent timelines
- To retain existing stable on-premise application
- Improve time to market with quick and easy deployment
- Configuring real time and batch transactions with fault handling
- Reduce IT expenses with device agnostic cloud solution
- Implementing offline capabilities
Solution Delivered:
- Delivered a cloud based PaaS solution in just 6 months by transforming a 8 year old complicated legacy solution
- Device agnostic solution for Field Engineers with improved online real time efficiency and reduction in manual work
- Cost effective mobile application with rich user experience and offline capabilities for field service engineers
- Real time reporting and dashboards to monitor field operation usage
Key Benefits:
- More than 30% reduction in IT expenditure
- High IT cost reduction by removal of middleware (BPM) layer
- Improved customer experience along with offline capability
Leading Worldwide Airline
TCS has been support partner for more than 12+ years with one of the world’s leading airline companies. Their Siebel CRM footprint consists of multiple business units under same infrastructure (6 B2E applications, 2 B2B applications and 1 B2C application) using Call Center, Loyalty, eLoyalty and Field Service. TCS has helped in multiple initiatives during the long engagement. Some of the key accomplishments are:
- Siebel On-Premises to OCI migration
- Siebel Deployment Automation using DevOps
- Implementation of OPA Rules Engine
- Siebel OCI VM based to Kubernetes based Architecture
- Automated Passenger Complaint Handling Process using AI / ML Techniques
The Automated Passenger Complaint Handling Process led to $3.1M cost savings in 8 months considering the average Service Rep’s complaint closure speed per hour.
Customer quote: the work that has been done is fantastic and will set the ground for continuing to perfect our text analytics capabilities in order to be able to be more surgical with our responses and have several automated processes running every single day – MD Customer Service Recovery
Leading Telco
A strategic partnership with a leading Teclo in Belgium for two decades spanning across business lines & geographies delivering growth and transformation. TCS leveraged contextual knowledge in the Telecom domain and conducted design thinking workshops to identify sales process improvements, define architecture roadmap and digitize manual processes thereby building a “One Selling Platform”. Some of the key highlights are:
- Sales Force Automation
- UX based process re-engineering.
- Telecom domain consulting
- Innovation via Design thinking
- Agile, DevOps & Test Automation
- Technology consolidation & upgrade
UX + Open UI Transformation: pro-actively engaged with customer, leveraged the library of designs as per our experience in other engagements. Value delivery by applying UX + Open UI, created impressive experience designs for one product journey and implemented in Siebel CRM. Piloted with a small key user journey using the CRM UX CogniXTM Value Builders to help customer IT and business teams visualize the benefits of transformation.
Benefits to our customer:
- 20-25% cost optimization by avoiding double spending.
- Faster time to market
- ROI of 1.8M euros / year
Customer quote “really impressed by the way the screens have been designed and implemented.“ – Domain Manager, Selling Applications
Read more about this customer success case study here.
Other success stories:
TCS Oracle practice is also engaged with customers who are in their transformation journey, such as Vodafone Hutchison Australia (VHS)
hat is your vision for Siebel CRM innovation and Digital Transformation?
- Leverage AI / Generative AI capabilities along with the CRM data to improve all aspects of CRM functions from Marketing (Campaign Management) to Sales Automation to Service Excellence. Embrace OCI AI Services Capabilities and customize on top of it for customer specific needs.
- Improve UI / UX experience for customers using Siebel Open UI / other options like Redwood UI / UX
- Improve Siebel application integration capabilities to give a seamless CX be it a portal or app or IoT device or legacy system
- Leverage the customization capability in the Siebel CRM product for customer’s unique needs. SaaS model capability without disturbing the customization freedom to remove the infrastructure and other technical debt update related challenges from the customer.
- Cloudification for cost optimization. Embrace OCI / OCI Dedicated Region Cloud@Customer / Oracle Compute Cloud@Customer based on customer’s preference.
- Embrace the newer architecture capabilities – Microservices based architecture, Containerization.
- Augment Siebel capabilities with Oracle CX solutions – CX Unity, CX Sales, CX Service, OCI PaaS services to build Industry / Customer specific solutions.
For more information on Siebel CRM solutions and services, visit the TCS website.