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February 16, 2015

Oracle CRM on Demand: Future, Roadmap and Strategy

 

Oracle CRM on Demand which was previously known as 'Siebel on Demand' has evolved long way from its acquisition by Oracle in 2006.  Oracle CRM on Demand is a hosted SaaS (software as a service) application which provides deep Sales Force Automation functionalities with strong analytics along with Customer Service, Marketing and Contact Management functionalities.  Oracle CRM on Demand is continuously evolved from Release 10 in 2006 to Release 27 in 2014. Initially after acquisition there was no major innovation pack for around 2 year however from Release 16 onwards Oracle has delivered Oracle CRM on Demand release in every 4 months [1]. Oracle CRM on Demand is now much more refined product and provides latest usability, mobility and extensibility solution.

Continue reading " Oracle CRM on Demand: Future, Roadmap and Strategy " »

September 22, 2014

Capabilities of Siebel Mobile Disconnected Mode for Field Service

By Yusuf Kaydawala, CRM Consultant, Manufacturing Unit, Infosys

 

Out of the many exciting features in the latest Siebel Innovation Pack, the most interesting feature for me is the Siebel mobile disconnected mode. Siebel mobile disconnected application allows users to access the CRM application on the browser in their tablets and smartphone even when the user is not connected to the Siebel application. Once the connectivity with the Siebel server is restored, the application provides capability to synchronize the changes back to server. This application is ideal for a travelling sales or field service technician who have access to the network for most of their time.

Disconnected mode functionality should work on all the latest mobile devices available in the market that are HTML 5-compliant. User can engage the disconnected mode functionality on Chrome or Safari browser with at least 50 MB of available storage on the mobile device.

I have mapped various tasks performed by a field technician with the capabilities of Siebel Mobile Disconnected mode:

Field Engineer's Task

Task Details

Siebel Mobile Disconnected Capabilities

Miscellaneous Tasks

Logging in the mobile application

Supported

Logging off in the mobile application

Not supported

Viewing broadcast message

Not supported

Creating bookmark

Not supported

Invoking Menu

Not supported

Back button on UI

Not supported

Using Calendar features

Not supported

Exchanging data with external applications

Not supported

Create Orders

Supported

Preparing for a site visit

Creating Siebel Messages

Supported

Viewing Service request

Supported for synced Service requests

Viewing Account details like Service History, Assets, Entitlements and Contacts

Supported for synced Accounts

Viewing My Activities

Supported

Creating Orders

Supported

Running queries

Supported

Viewing Assets

Supported for synced Assets

Viewing Directions/Maps

Not supported

Checking required parts

Supported

Checking steps and instructions for the job

Supported

Checking Own Inventory position

Supported

Running PDQs to find other Activities

Not supported

Performing service

Changing activity statuses

Supported

Capturing time tracker

Supported

Capturing Part tracker

Supported

Committing Part tracker

Supported

Capturing expenses

Supported

Creating new Service Request

Supported

Creating new Activities

Supported

Adding Attachment to Service Request

Not supported

Viewing All Parts in the application

Supported for synced parts

Closing a service call

Closing Activity

Supported

Invoking Business rules / Validation on Activity closure

Partially Supported. DVM/WFs/Server scripting validations will not work


One of the key considerations for the Disconnected Application is that only 50 MB of offline storage is possible. To overcome the storage limitation, the business admins needs to do a careful analysis of the data and setup data filters to determine the data that needs to be downloaded on the mobile device.

Siebel mobile provides the ability to configure filters on various business entities to only download relevant data for offline usage like:

  • Accounts of only certain country
  • Activities in certain statuses
  • Products which can only be used as spare parts

Field service is one of the toughest jobs in the industry with field engineers servicing complicated equipment, often under unrealistic deadlines and customer expectations. The Siebel Mobile Disconnected application empowers the field engineer by enabling them to perform their daily tasks when they are on the road even without network connectivity.

October 25, 2013

Leading the Customer Service Commitments (Part-2)

Guest post by
Saurabh Dwivedi, Consultant, Infosys

 

In the last part, I have recalled how the lack of information with the service agent led him to overcommit which in turn brought down the service level commitments severely. Then I talked about the information gap which can be potentially plugged in by the CRM system. In continuation of that, in this part, I will try exploring the Siebel CRM system capabilities which can ensure that the customer service agent has access to complete information in their CRM systems and is also able to pass on the complete service requirements and commitments to the assigned technician.

Continue reading " Leading the Customer Service Commitments (Part-2) " »

Face of the CRM Apps (Part-2)

Guest post by
Richa Thakur, Senior Associate Consultant, Infosys

 

CRM landscape is an uneven terrain, with various players battling it out in the global markets. It is challenging for the organizations to differentiate their offerings from the competitors. Likewise, the customers feel lost in the wide array of options that are offered to them. We present the next two trends which we feel could be the differentiators in the organizational offerings.

Continue reading " Face of the CRM Apps (Part-2) " »

October 23, 2013

Leading the Customer Service Commitments (Part-1)

Guest post by
Saurabh Dwivedi, Consultant, Infosys

 

One fine morning, I got a call from car service center reminding me of due car service.  I was aware of the due service but appreciated this initiative. I checked with the service agent for the availability of dashboard glove box which my 3 year old champ has accidentally pulled off. The line went quite for some time and then service agent responded that the parts are available and I can visit for service and also get it replaced same time.

Expecting to get the part fixed along with the due service, I got an appointment for weekend, travelled to another corner of the city and finally landed up at the center. I was received well but to my shock and surprise when I checked for the part, the assigned technician updated that the particular part is out of stock. The whole customer experience journey came crashing down upon hearing this. Since, I had travelled to another corner of city, I didn't have many options. I got my service done and returned with bad experience.

Continue reading " Leading the Customer Service Commitments (Part-1) " »

October 22, 2013

Face of the CRM Apps (Part-1)

Guest post by
Poonam Gujral Nagra, Consultant, Infosys

 

Surpassing the Cut throat competition and keeping pace with innovative CRM trends all lead to a common point of bonding with the customers like never before by gathering information about the customers visualization for Service Reliability, Usage, Enhancement and Scalability. The next generations CRM Applications will change the way enterprise do business. The organizations are trying to decode the future of the next gen CRM Applications.

We have identified five trends in CRM apps space through which the enterprises can win more customers and effectively manage the relationship with the existing customers.

Continue reading " Face of the CRM Apps (Part-1) " »

October 15, 2013

Managed Cloud Services for Siebel CRM

Guest post by
Manmeet Mehta, Technology Lead, Infosys

 

Change is the law of nature .During hot summer when temperature break all the records, people look up in the sky to see if they can see some Clouds, that would provide them some relief from this heat and welcome the spring season open heartedly.  Organizations are also looking for respite from the heat of the servers they have to maintain. And Cloud computing have come as a respite for them. The latest trend of moving from On Premise systems to On Cloud is a great example of Green IT.  It suffices use of computing resources in an efficient, effective and economic way. Cloud computing usage in the enterprise is growing rapidly, all contributing to winning business for organizations.

Continue reading " Managed Cloud Services for Siebel CRM " »

September 25, 2013

Siebel Open UI: Beyond usability experience

Guest post by
Karan Nanda, Senior Consultant, Infosys

 

The Need:

Siebel Open UI is the UI patch released by Oracle Siebel as part of 8.1.1.9 release. It enhances the way Siebel UI can be customized to give a much better user experience. Beyond these, Siebel Open UI provides numerous productivity improvement benefits. However, where these benefits are not apparent, these need to be highlighted explicitly so that existing customers can realize the potential of Open UI beyond just usability improvement. Open UI provides many features namely browser independence, 3rd party integrations (facebook, twitter, weather & traffic updates), Color coding, 360 degree dashboard with collapsible applets. The decision makers may want to evaluate the ROI of Open UI implementation.

Continue reading " Siebel Open UI: Beyond usability experience " »

September 18, 2013

Hitting a home run by going social

Guest post by
Tulica Tripathi, Senior Associate Consultant, Infosys

 

Consumer behavior has undergone drastic change over the past few years. Today, customers recommend a new product on Facebook, share an interesting campaign on their wall, tweet publicly about their bad experiences and sometimes, purchase directly from social sites!

Social media, therefore, can be used very creatively and uniquely across industries to increase customer engagement and generate more buzz around your brands. Let's talk about some successful examples where social media was used to create online buzz.

Continue reading " Hitting a home run by going social " »

September 16, 2013

Cloud Vs On Premise - Where do you go?

One of the most frequently asked questions by Enterprises all over the world today is - Should their Applications be on the Cloud or On-Premise?
My 3 part Blog series tries to answer this question by looking at various aspects of Cloud and On Premise solutions and then coming up with the best suited model as per Customer Business requirements.

In the first part of this blog series, we will be taking a deeper look into the features of both the Solutions.

Continue reading " Cloud Vs On Premise - Where do you go? " »

September 11, 2013

Siebel Open UI - Steps closer to Enterprise Mobility

Guest post by
Alpesh Narendra Chauhan, Lead Consultant, Infosys

 

Enterprise Mobility: 

Field work force wants to access CRM applications on their mobile devices, giving them agility and flexibility to access required data anytime and anywhere to respond to customer query quicker. Consumerization of IT is enforcing enterprises to go for mobility solutions. Enterprises are defining mobility strategies to define long term mobility goals. Users are expecting to use same consumer technologies for personal as well as professional work, which is resulting in surge of BYOD (Bring Your Own Device) implementation. With emergence of smart devices usage, enterprise mobility is going to gain further momentum.

Continue reading " Siebel Open UI - Steps closer to Enterprise Mobility " »

September 6, 2013

CX 2020: Soothsayer who saw the future?

Guest post by
Saurabh Vasant Muley, Group Project Manager, Infosys

 

With availability of multiple channels for interactions, increasing influence of social media & ability to be connected on the move, customer's expectations from brands/enterprises have increased many-fold. Since interaction with a brand can happen thorough various channels, user journeys have become more complex & less predictable. This is an excellent opportunity for enterprises to leverage this situation to their advantage.

Continue reading " CX 2020: Soothsayer who saw the future? " »

August 30, 2013

Service Excellence through Enterprise Knowledge Management

Guest post by
Runal Vinodchandra Vakharia, Senior Associate Consultant, Infosys

 

We are in times where the world is moving at a faster pace, customers are matured and companies are competing with one another to retain customers, while looking to increase revenue from current customers. This has led to the understanding that service offerings can be important differentiators and provide an opportunity to create a customer bond through emotion therebyRunal - Image - 12.jpg improving overall customer service experience. One of the tools to enhance customer experience is by deploying knowledge management tools to disseminate key information to service personnel/customers on the fly.

Continue reading " Service Excellence through Enterprise Knowledge Management " »

August 28, 2013

Measuring the Success of Customer Experience Management

Guest post by
Ruja Basnet, Senior Associate Consultant, Infosys

 

Organizations invest time and effort in undertaking customer experience (CX) transformation programs and redesign many business processes with an aim to become more customers centric. In view of this, measuring the success or otherwise of a CX program is of critical importance. Just like there is an effort to redesign business processes, it is also essential to choose the relevant metrics to measure the success of a CX transformation program. A basic understanding of CX success factors and process to measure it sets apart an enlightened CXM approach from just another BPR project. Correct measurement of customer experience enables organizations to identify concern areas, monitor the improvement on those concerns and always work towards being meaningful to its customers.

Continue reading " Measuring the Success of Customer Experience Management " »

July 3, 2012

CRM to CXM to C3E - Innovation or Evolution?

While CXM (Customer Experience Management) was floated as a concept almost a couple of years ago, it seems quite recent in wake of the fact that CRM (Customer Relationship Management) has been the mainstay of enterprises worldwide for almost 2 decades now. Despite the fact that most of the organizations are yet to latch on to this, and the fact that the ones who have latched on are yet to mature the concept when implemented on ground, the industry is looking for something newer already. The new acronym on the block is C3E (Cross-Channel Customer Experience), and at least for now it seems to satisfy everyone's appetite for innovation.

Continue reading " CRM to CXM to C3E - Innovation or Evolution? " »

May 22, 2010

Go Lean: Minimize customizations and reduce overall TCO in Oracle ERP implementation (Part 3)

There are many ways to achieve Leaner ERP implementation, and I have discussed some of the strategic levers for it in my previous blogs Go Lean (Part 2) and Go Lean (Part 1) like senior management and executive sponsorship, robust decision making framework, effective change management approach, upfront planning for middleware and reporting platforms, solution design workshops, selection of appropriate edge products and leveraging localizations. However, there are many tactical and operational levers also available for enterprises to adopt, which are primarily part of implementation execution cycle. I am discussing here some of these levers and best practices to minimize customizations:

  • Boot Camp Trainings - Before initiating the solution design phase, organizations must seriously consider to conduct the boot camp trainings on chosen ERP to their key super users, business analysts and implementation core team, facilitated by System Integrator (SI). The intent for boot camps must be training to the team for vanilla features and functionalities of ERP relevant to their industry processes. This will enable them to bridge many gaps and requirements through seeded ERP functionality, and increase the overall fitment of the package application, leading towards reduced customizations.

Continue reading " Go Lean: Minimize customizations and reduce overall TCO in Oracle ERP implementation (Part 3) " »

May 4, 2010

When is the right time to conduct End User Training in Oracle implementation?

One question that continues to baffle the program management community around Training delivery in large ERP implementation programs is when to deliver end user Training? The answer is probably not as straight as you may expect. Let's first discuss the constraints around this decision:

  • Go Live Date: If there is a huge gap between Go Live Date and User Training, the user tends to forget what they learnt as during this period they have to continue using the legacy system and will not be able to unlearn some of the old practices and habits post go-live. On the other hand, if the training continues till the last date, you will not be able to make an apt decision towards user readiness and its implications on implementation Go No Go Decision.

Continue reading " When is the right time to conduct End User Training in Oracle implementation? " »

May 3, 2010

Road towards Package Adoption and Learning - Comprehensive Training Strategy is your Precursor to implementation success

In my last blog Still waters run deep - Poor User Adoption may cost you your ERP Implementation.. I discussed at length about the importance of ERP training and the need for organizations to focus more on user adoption.  As ERP Implementations mature and grow, the focus on user training also intensifies. While many organizations have started realizing the benefits of user adoption, they often struggle to determine the right budget and the right approach to achieve it.

Continue reading " Road towards Package Adoption and Learning - Comprehensive Training Strategy is your Precursor to implementation success " »

April 28, 2009

Product Data Integration Challenge: Structured Vs Unstructured Data

The two key components of Master Data Management (MDM) are Product Data Management and Customer Data Management.  The customer data consists of mostly structured data like Name, Address etc., whereas product data is highly unstructured. Product Data will have unstructured data like CAD Drawings, Specification Sheets, Images etc.  While creating a product master data in a MDM system – you need to migrate product information from multiple disparate systems into your MDM system. Integration of unstructured product data during migration throws lot of challenges.

Continue reading " Product Data Integration Challenge: Structured Vs Unstructured Data " »

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