Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.


December 17, 2018

Cross Pollination of Solutions across Industry Verticals


During a discussion at work, a friend and I got thinking about how solutions created for one industry can be leveraged in other industry verticals. I would like to share some thoughts around the same in this blog.

The typical evolution of COTS applications is as follows:


Most mature COTS packages are past the first two stages of evolution and are looking at maximizing their investment by expanding the applicability of their solutions across industry verticals.  

Let us look at how Billing Solutions that were created for the Telecom industry are relevant in other industries.

Continue reading " Cross Pollination of Solutions across Industry Verticals " »

September 28, 2017

OBIEE: An effective tool for quality control in Credit Bureau Reporting by Auto-Finance Companies

Auto-finance Organizations in US have to report the credit data of their customers every month to Credit Reporting Agencies (CRAs) i.e. Experian, Equifax, Transunion and Innovis to comply with FCRA (Federal Credit Reporting Act) of US law. For this they have automated software programs in place which extract the account and consumer data from their source systems and transform/ load the data as per defined business logic into data warehousing tables before it is finally sent to CRAs in the format of Metro 2 files. This process is called 'Credit Bureau Reporting'.

Continue reading " OBIEE: An effective tool for quality control in Credit Bureau Reporting by Auto-Finance Companies " »

September 25, 2017

Why Knowledge Management in Enterprise?

KM Solution in Enterprise Eco System is a necessity than just an additional tool. When world is talking about automation, digitization, what and what not; KM Solution has huge contribution in enabling enterprise achieving goals and meeting objectives. This Quadrant explains where KM can really help Enterprise; Knowledge Sharing, Collaboration, Self Service, and Agent Productivity.  


Knowledge Sharing: 

Knowledge Sharing" is a huge problem across industry, team, business unit, you can keep adding area in the list. Small to Large companies spend millions of $$ training their employees every year and it keep increasing by almost 1% every year. Research also says with class room training only 10% skills can be enhanced. So, what about rest of the skill development. Those come from On-The-Job experience. Can we just deploy people on critical assignments post-classroom training? Answer is Yes and No. "Yes", because that's how you make him/her learn on-the-job. "No", because you cannot leave him/her alone and/or expose to customer. You need to mentor, coach, and provide right feedback at right time.  This is the issue in Service Industry, Corporate, Product Companies and any other. So, the question is can KM solve this issue? Probably yes. It gives a platform where people can learn, get help while on-the-job, mentor/coach can spend their some of the time in doing other productive work.



The idea of collaboration is not new. We see people talking about it all the time and at all the places. But the question is how does this help, why is it so important and most importantly how KM helps? Too many questions and answer is also not very straight. Collaboration is something which has hidden return. This is probably something which has hidden return. This is not something which can be measured but certainly experienced. When we talk about team; can each one in the team work alone and at the end combining individual's work will complete the assignment? In most of the cases no. So, collaboration is required. When we say team, its collaboration, work together and make sure that team is moving in right direction from day one. Now what is KM? It's knowledge repository, brain dump of each and every one to help the mass. So, shouldn't Knowledge Base be an invaluable asset. Enabling collaboration feature in KM Solution helps contributor collaborate with peers, SMEs and other colleagues get their view point, feedback and input to ensure what is going in repository is thought through not something which is just written by someone for no reason. Collaboration in KM world brings KM maturity.

Self Service: 

Companies spend unaccounted dollars to make sure customer is "Happy". This is not an easy task. There are so many delivery systems have been researched and implemented over the period to make customers happy. KM is one of them. KM has huge role in customer service. Customer can call to helpdesk, you can deploy very intelligent people in handling customer's call. This is all good but wouldn't it be good to avoid getting calls from customers at first place? Yes, it is easy to say but the question is how? Self Service is one of way to overcome from this problem. This is also called as "Case Deflection". Let customer find the right information by delivering information through omni channel. Deflect the problem by exposing the information they need. If you have mature KB repository it's difficult and brings huge value add in customer service.

Agent Productivity: 

Companies spend unaccounted dollars to make sure customer is "Happy".Other side of Customer Satisfaction is how to increase the Agent's productivity. How to make sure that Agent is spending less time resolving the customer issue and at the same time able to handle more and more calls. One way is to deflect the customer problem by enabling Self Service. But it doesn't work alone. Agent should equally productive. To do so, KM should also be exposed to Agent. Agent actually needs little more than just exposing KM to them. It has to be Contextual. We don't want agent to scan through entire repository to look for the right answer of the problem customer is facing. Rather, system should be intelligent enough understand the context of the problem like who is the customer, area of concern, etc.Agents are the best contributors in maturing KM repository. They have tons of information within by working in diverse situation, so enable KM to agents to increase their productivity, get best ROI, make customers happy and progressing towards matured KM repository. Finally, these are said at many places and many times but still we have Industries and Companies lacking in this area. KM is an integral part of Automation, Digitization, and Customer Experience.

Who Can use It?

"Who needs Knowledge Management and Why?" seems difficult question but answer is simple "Everyone needs it". Every Enterprise needs Knowledge Management irrespective of industry they belong to. Below is why? 

Thank You!

Shubhra Sinha

August 16, 2017

Innovation in Siebel

One of my team mate once asked me 'Why is it that inbuilt features in Siebel are called 'Out of the Box'? That's when it struck me that the new generation really think OUT of the BOX and not within the box. So has Siebel moved ahead and put on the innovation hat. The roadmap shows machine learning and artificial intelligence in the next 5 year plan. But should we be waiting that long. What are the use cases in these area which we can look out for?

With these thoughts I started searching the web and to my surprise found a number of initiatives and plugins already in use in this area. And these are some of the basic ones that most of our clients would ask for. So here is a glimpse of what I found.


Search Using NLP (Natural Language Processing)

'To Err is Human'. But we have divine machines which forgive that and help us to go beyond. Gone are the days when even a case sensitive or spelling mistake type in Siebel fields would refuse to give the results for you.

Search is always one of the basic and essential feature in any application including Siebel. In the latest Siebel version IP16, the OUT of the Box (really inbuilt feature) has the ability wherein user can put the search value without selecting the input field in a list applet and the result will fetch all the items where a match was found in any of the fields exposed. This is a real cool feature. But what if user could use the natural English language to fetch his result. Something like 'Give me Opportunities that are due next week' OR 'Get me all contacts of XYZ customer'. Looks far-fetched, but no its there and implemented.


The query put in plain English by the user is sent by the plugin to NLP engine which is turn frames a query that Siebel understands and fetch the data for us.


Performance Improvement using AI

Everyone who has worked in Siebel has at some point or the other come across performance issues where the screen just does not move. Number of hours are spend on breaking our head over the complex SQLs churned out by Siebel engine. A condition added here or a configuration changed there and a number of other setting are tried to improve the performance. If nothing happens with that we turn to the infrastructure to enhance the same.  All these are time consuming and tedious process. Well 'lo and behold' there is a solution implemented with Artificial intelligence. Beyond the traditional one dimensional data base index, the solution looks at creating multi-dimensional semantic index based on artificial intelligence. This is based on a self-learning process employing neural networks.  The solution also claims to be minimally invasive without touching the application.


A similar AI based approach has been used for improving performance of Product econfigurator using data that Siebel has been collecting day in and out.


The possibilities and area of improvements with the new buzz words of AI, ML and NLP seems endless.

Siebel Server Management

All Siebel projects have a support team which need to work either 24*7 or such extended time frames to monitor the system and make sure that everything is up and running. What if we could feed the huge amount of data and built a solution using Artificial intelligence which can do a self-learning to bring up your server or components, correct parameters or do performance tuning. This can be done on the run without a human intervention and can be added to the data repertoire to fix a similar situation further. What if such a huge data and intelligence is available for a new client upfront and can be used from day one.

Well some of us indeed will end up losing our jobs. But all the more the reason to reskill ourselves.

Few other big ticket items in the area includes Virtual Customer Assistance, Predictive analytics for sales and marketing, Sentiment analysis, social monitoring and Unassisted training solutions.

This whole stream looks to be just a tip of an iceberg. The coming years are going to be disruptive as these technologies evolves and strengthens CRM much beyond its current scope. 

May 7, 2017

Co- existence - A Step Towards Cloud Adoption

Nowadays, with all the buzz around the word 'CLOUD', enterprises are progressively looking at possibilities of cloud adoption which principally has become an acronym for key trends like - Digitization, Modernization and Automation. While for enterprises, looking for green field implementations, it is easier to look at cloud options, embrace them and bring forth the much needed change, the real challenge is with organizations with large scale investment into existing applications which are STILL working. So, in this blog, will provide some insight into one of the most commonly used 'co- existence' approach of embracing cloud.

Continue reading " Co- existence - A Step Towards Cloud Adoption " »

April 12, 2017


Dreamforce event last year was almost all about Salesforce AI "Einstein" and its promise. The promise of AI solution that will:

• Will Reside inside the SFDC platform
• Will be able to analyze the huge quantities of data generated like, sales, emails, activity data, e-commerce, calendars, social strings, and connected devices (IoT) and
• Will Implement logics through machine learning and predictive analytics algorithms and
• Will offer crisp insights after analyzing huge data and provide recommendations and perform business functions across the SFDC platform.

For example Sales Cloud Einstein's feature of "Predictive Lead Scoring" will help sales folks to focus on the most promising leads. "Opportunity Insights" feature will suggest sales folks to set next priorities. This will also take into account the inputs of another Einstein feature "Automated Activity Capture".

Service Cloud Einstein will help optimize how calls are routed through the new feature called "Einstein Case Management". Machine Learning will enable cases  to be automatically assigned, escalated and classified once they are raised, and also automatically recommend the resolution based on historic data. It will also ensure that high priority cases are serviced quicker and assigned to the best equipped and available agent. The platform will automate much of the initial information gathering, mostly via chatbots, so that service agents are equipped with background information before the eventual customer interaction. Another value add feature of Service Cloud Einstein will be Case Closure Date Prediction. 

Similarly, Commerce Cloud Einstein promises Product Recommendations and Commerce Insights and Predicitive Sort for the best and next best product to be offered . Marketing Cloud Einstein will provide Predictive Scores and Audience Predictions to enable marketers for campaigns to be focussed and successful and deliver the best content available. Other Einstein features are summarily depicted below:


Though, the promise of Einstein is immense but Salesforce has taken a tactical and faster time to market approach for releasing features.  The focus is right now is on using the existing capabilities built through acquisitions like BeyondCore and existing Wave Analytics. The intent is to start building Apps using the existing capabilities and then add on later. By the end of year Salesforce will be releasing around 45 AI features across clouds.

And the results are showing. Last week Transamerica (insurance firm) announced its plans to adopt Einstein AI for transforming the way it manages the relationships with clients and households by:
• Providing Insights through sentiment analysis, competitor references by clients etc. Einstein will provide notifications to reach the customers at the best time for conversion
• Provide Relationship tools to consolidate clients and their households in one structure. It will provide functionality to Group multiple related businesses, households, trusts etc.
• Once consolidated it will map relationships and provide insights and correlations of their financial ecosystems

Further, this week Salesforce announced Service Cloud Einstein and Amazon connect integration.

Oracle also announced launch of "Adaptive Intelligent Apps" last year and due for release later this year. The key Apps and associated SaaS clouds are as follows:

• CX Cloud: Adaptive Intelligent Offers and Adaptive Intelligent Actions
• HCM Cloud: Adaptive Intelligent Candidate Experience
• SCM Cloud: Adaptive Intelligent Planning &Bidding
• ERP Cloud: Adaptive Intelligent Discounts

It will be very Interesting to see how much Oracle and Salesforce capture the promising AI space (Bank of America Merrill Lynch predicts AI market to be $153 billion by 2020). Pricing may be feature based and it will not be surprising if its priced per use (per prediction or data analysis). In my opinion quicker release, target segment focus and pricing will eventually determine who captures larger market share in this space.

Continue reading " " »

April 5, 2017

Omnichannel: The new buzzword in CX


In the field of Customer Relationship Management, having various channels to reach out to the customer and providing a seamless CX has become more significant than ever is deciding the success of an organization. As part of the various CX projects that we do, 'Omnichannel' is becoming a buzz word and nearly everyone seems to be talking about it but majority of the folks seem to confuse between the two.

To most of us, Omnichannel would mean providing various channels to the customer to interact with the organization. For e.g. IVR, mobile, web, Agents, physical stores, virtual stores, webmail, snailmail etc. These essentially are just channels that a company is providing for the customer and would fit the definition of 'Multi-Channel' (having multiple channels to interact with the customer) rather than Omnichannel. Without going into a textbook definition of Omnichannel, I feel it goes much beyond the channel and looks to integrate all the channels available to a consumer so that he/she can seamlessly move from one channel to another without compromising the experience or the ability.

To illustrate the ideas behind the two, consider a customer who is trying to buy a smartphone through a marketplace. Suppose he/she goes onto the marketplace website and browses through a list of smartphones, selects one, adds the selection to the cart and tries to checkout. However, at the time of checkout he wants to get warranty details of the smartphone confirmed with a call center agent. So, he dials the customer care number, authenticates himself, the CSR agent gets a pop up on his Call center application with all the customer details and the interaction can begin. But, the CSR agent does not have details of what the customer's activity was on the website since both the website and call center are operating in silos. This would be an example of Multi-channel where the customer will have to start the entire transaction again, i.e. tell the CSR about the phone he intends to buy, provide details about the phone: configuration, price etc. that he is looking for.

Now, suppose in the same transaction above, both the website and the Call center application are in sync with each other and the customer activity on the website can be tracked and fed to the CSR guy. In this case, when the customer calls, the CSR already knows that a few minutes back, the customer was on the website, trying to buy a phone with all the specifications and stopped just short of making a payment. And instead of asking the customer as to what help is required, the CSR can start with 'Sir, I see that you were trying to buy a phone, is there something related to the purchase that I can help you with'. In this scenario, the customer moved on from one channel to another seamlessly without losing the experience or the details about the transactions and was able to continue on a different channel from where he left of on the initial channel.

So, even though the words omnichannel and multichannel tend to get used interchangeably but there is a lot of difference in between the two. Also, both achieve different objectives, require different thought processes and different strategies to implement. For e.g. Multichannel strategy looks at more customer acquisition by providing various avenues for the customer to connect, Omnichannel strives to retain customers by providing a seamless experience of interaction between the customer and the product by promoting a healthy interaction between the two. To use cliché terms, one looks at customer enablement while the other targets customer delight.

One of the major factors in the environment which has changed the way customers interact with the product is the advent of Smartphones. They have enabled customers to have every information that they need at the tip of their fingers, without effort thereby nearly eliminating information asymmetry. This in turn has necessitated a change in the way companies sell products to their customers i.e. moving over from Multi channel to Omnichannel marketing. Things like 'Showrooming' and 'webrooming' have changed the way a customer shops and in turn have necessitated a change in the way a company sells its products to the consumer. Showrooming is nothing but the behavior of a shopper where he visits a physical store to check a product before making a purchase online. This is very prominent in case of personal products (shoes, clothing etc.) where a customer wants a touch and feel of the product before making a purchase decision. Companies believing in Omnichannel are tapping into this behavior to enable the customer to close the deal in the store itself or providing avenues to ensure that a customer can move over to another channel (online in this case) without any loss of experience. To illustrate, one way to do this is to provide Wi-Fi in-store and make all promotions, product details available to the customer in store, using QR codes to seamlessly direct customers from one channel to another. A mall that I frequently visit has done this beautifully by providing free Wi-Fi and pushing all the offers, promotions directly to the mall visitor's smartphone.

Webrooming is nothing but the reverse of Showrooming where a customer browses the internet before heading over to a physical store to make a purchase. Here also, Omnichannel strategy would play a key role in keeping the customer acquisition costs less and ensuring that the customer touch points through various channels enable the customer in taking decisions resulting in increase in topline for the company.

Coming to implementation and where we as SI can help our customers, the key things we should always keep in mind are the main objective/need behind a customer's push towards a multichannel or an  Omnichannel strategy, figuring out the dynamics that impact the vertical in which the customer operates, the environment and the tools available to achieve the desired outcomes.

March 8, 2017

Customer 360 - is it so hard to achieve?

Customer 360 is a very old buzzword. In most of our transformation programs, one of the business objectives is to achieve C360. Given that C360 was one of the selling points for CRM, one would assume that this objective was met when most enterprises implemented their initial CRM solutions.  That, however, does not seem to be the case.

Continue reading " Customer 360 - is it so hard to achieve? " »

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


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


Preparing for a site visit

Creating Siebel Messages


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


Creating Orders


Running queries


Viewing Assets

Supported for synced Assets

Viewing Directions/Maps

Not supported

Checking required parts


Checking steps and instructions for the job


Checking Own Inventory position


Running PDQs to find other Activities

Not supported

Performing service

Changing activity statuses


Capturing time tracker


Capturing Part tracker


Committing Part tracker


Capturing expenses


Creating new Service Request


Creating new Activities


Adding Attachment to Service Request

Not supported

Viewing All Parts in the application

Supported for synced parts

Closing a service call

Closing Activity


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 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.

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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.

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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.

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