Achieving Digital Transformation with Oracle's Siebel CRM

Siebel CRM in 2020 - Key Benefits & ROI

A common request from our customers is to understand what are the key benefits and innovations of the latest Siebel CRM release. Why should we upgrade and stay current with the Siebel CRM 20.x application?

In this session from the Siebel CRM Virtual Summit, John Bedford gave us an insight into the Siebel CRM application as it stands in 2020, highlighting the key benefits and improved ROI that can be achieved with the latest 20.x release.

Key Benefits

The Siebel CRM team has recently released major innovations to address pain-points and dramatically improve application maintenance and agility. Following input from our customers there has been an increased focus on Agility.

With the Continuous Release Model - where deployment has shifted from annual big bang upgrades to more incremental monthly updates - customers can quickly adopt new features as they roll in, and stay current with the latest release. There are a host of customers across industries, who are already reaping the benefits of this model and updating their applications in much shorter timescales to before, such as Länsförsäkringar, die Mobiliar, Insperity, Vodafone, Canon, BT, Rabobank, GE, etc.

Here’s a look at the vast improvements that we have been able to achieve, comparing older Siebel CRM releases to the latest :


Customers who have upgraded to the latest releases of Siebel CRM are realizing fantastic ROI and reduced TCO - with huge reductions in maintenance, operations & hardware costs, rapid installations & deployments and increased productivity. We are also delighted to hear about the near zero-downtime deployments that our customers Rabobank, Canon and die Mobiliar can attest to.

Upgrade Success Case Study

Robert Ponder from Ponder Pro Serve, who is an expert with Siebel upgrades, walked us through an amazing business transformation story and successful upgrade of an APAC based telco customer, having over 22M subscribers. The customer had heavily customized Siebel CRM and was moving from an old Siebel CRM 7.8 release directly to Siebel CRM 19.4. Due to the 24/7 mission critical deployment, it was required to be a zero down-time upgrade.

This was achieved with minimized risk and without disruption using Oracle GoldenGate. With the Open UI platform, they can now process 2M transactions daily, reduce call handling time and new hire training time.

For customers on older releases that have apprehensions about upgrading their Siebel CRM application, this case study provides a nice insight as well as best practices and recommendations to help with upgrade planning.

Key Takeaways

  • Recent innovations have delivered fantastic benefits and clear ROI to our customers, justifying continued investment in Siebel CRM.
  • Customers from various industries and having different versions of Siebel CRM have successfully upgraded to the Continuous Release Model and are now embracing monthly product releases
  • Short and nimble, cost effective projects are the new normal and not the big bang upgrades of before.
  • We highlighted in the Strategy & Roadmap session the long term future roadmap, with more exciting innovations upcoming for Siebel CRM customers.

You can watch this entire webinar replay or download the presentation here. The events page provides easy access to all the other sessions.

If you would like to further accelerate your plans for Siebel CRM transformation, or want to provide feedback on our latest release, then please take the Siebel CRM Innovation Survey.

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