CRM- A Game Changer for Logistics

20-02-2013 Confidential - InDemand Infotech Pvt Ltd 1

20-02-2013

1 About InDemand

2 Transportation & Logistics - A Glance

3

CRM in Logistics 4

Why InDemand? 6

Our Success Stories 7

Insight - Strength, Focus & Service Offerings

Discussion Agenda

How to choose right CRM? 5

Confidential - InDemand Infotech Pvt Ltd 2

A professionally managed software services firm exclusively catering to the

needs of customers seeking Customer Relationship Management (CRM) and

Business Intelligence (BI) solutions

Company Background

Location

InDemand is located in the heart of the city of Chennai, India. Chennai has

numerous colleges and institutions of high technology that churn out a large

number of educated talent pool.

Leadership Team

Founded by ICT Veterans with 60+ years combined experience in Oracle &

Microsoft Technologies and Web Based Applications

Our Business


25 years of experience in the Engineering and Information & Communication industries

Worked for Tier one IT organizations as well as MNCs in Singapore, Japan, Malaysia, Thailand and UK for many fortune clients

Headed the CRM Practice for a Major Software Organization based out of Chennai, India

Responsible for Strategy, Planning, Operations and Partnerships

Has a Degree in Engineering

Senior Management Program from the Indian Institute of Management Kolkata (“IIM-C”)

Post Graduate program in Foreign Trade Management

Leadership Team

Strategy & Operations P B Narasimhan

Over 24 years of experience across the verticals like Banking &

Finance, Manufacturing, IT and ITES

Worked for Tier one organizations and large conglomerates

Headed Biz Development for India and APAC in major software

organizations

Responsible for Presales, Business Development and

Partnerships

Holds a degree in Corporate Secretary Ship from University of

Madras

Senior Management Program from the Indian Institute of

Management Kolkata (“IIM-C”)

Muralikrishna M Business Development

18 years of IT experience

Very strong in project delivery and solutions

Had managed many challenging roles such as Technical Project

Manager and Project Director

Well versed in all facets of solution delivery involving project

planning & execution, risk management and people

Brings rich experience on quality processes such as CMMi and

ISO and multiple development methodologies including Agile

Was the Global Delivery Director for CRM at a major software

product & services company.

Post graduate in Development Economics

Senior Management Programme from the Indian Institute of

Management, Kolkata (“IIM-C”)

Sendhil S Delivery


20-02-2013

Discussion Agenda

1 About InDemand

2

Transportation & Logistics - A Glance 3

CRM in Logistics 4

Why InDemand? 6


Insight - Strength, Focus, Services & Offering



InDemand brings to the table a rare combination of

skills that is vital to the success of any technology

project:

Technical Expertise

Project Management

Business Acumen

Our associates are more trained to understand our

customers’ business objectives when designing and

delivering solutions

Our Core Strength

We ensure that every business critical requirement is taken

care

This helps us deliver superior solutions

BUSINESS PERSPECTIVE

PROJECT MANAGEMENT

TECHNICAL EXPERTISE


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Service Offerings


20-02-2013

Project Manager

Project Management expert, who can own the

complete project deliverables, guide the team , act

as a trouble shooter and ensure milestones .

Business Analyst

Solution Architect

System Analyst

Technical Consultant

Consultant expert who can take part in Business

Requirement Analysis, Solution, validation &

functional support.

Implementation resource who can take part in

Business Requirement analysis, solution, design,

coding/integration & unit testing .

Technical / Environment resource who can take care

of environment related activities, such as setting up /

maintaining instances

Implementation resource who can develop technical

designs, code and unit test as per the solution or

high level design document.

Skills @ InDemand

Consultants with the following skill set will be provided specific to service category


Vendor Partnerships

Our business principle is to offer

deep expertise in CRM and BI

solutions leveraging select

technologies.

We have partnered with industry

leading vendors Oracle and

Microsoft to serve our customers

in implementing and maintaining

their rich product offerings

relevant to our business focus


20-02-2013

Discussion Agenda

1

About InDemand


3

CRM in Logistics 4

Why InDemand? 6





20-02-2013

Challenges

How to simplify The IT

landscape and improve

application response

times?

How to Provide secure

access to information

without compromising data

safety

How to increase Average

Sales Per Customer?

How to increase Customer

Retention by x% in 2 years?

Who are my “At-Risk”

Customers?

How can we reduce the

time-to launch new products

by x%

Business Challenges(CEO/COO)

How to standardize

Application Integration and

eliminate data inconsistencies

How to decrease Total Cost

of Ownership ?

Technology Challenges(CIO/CTO)


20-02-2013

CHANNEL ENABLEMENT

OPERATIONAL EFFICIENCY

AGILITY TO CHANGE COST

CONTROL

BUSINESS GROWTH

BETTER CUSTOMER

SERVICE

Expectations


20-02-2013

• Increase profitable Cross-Selling

• Enable Intelligent Up-selling

• Improved multi-channel customer service

• Enterprise wide Insight

• Reduce Time to Market of new Products

BUSINESS

• Streamlined Services

• Enable measurement of results and reward

performance at multiple levels

• Pre-built, customizable Performance

Scorecards

• Operational Cost Analytics`

OPERATIONS

• Ease of implementing new business processes

• Multiple CRM functions within a homogenous environment

• Versatile and Simplified Integration Capabilities

• Market Leading CRM platform with global support and periodic updates

incorporating changing industry best practices

TECHNOLOGY

B O T imperatives


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20-02-2013

Discussion Agenda

1 About InDemand


3

CRM in Logistics 4

Why InDemand? 6





20-02-2013

CRM in Logistics

Our focus - Delivering Value to Customers.

Passion Delivered


3PL /4PL

Brokerage & Shipment Mgt

Fuel & Rental Operation Mgt

SCP Management

Finance and Accounting

Management

System Integration Management

Supply chain Management

Order , Sales & Distribution Mgt

Logistics/Warehouse /Inventory Mgt

Procurement Management

Visibility

Demand Planning & Forecasting

Compliance & Documentation

Transportation (Ocean, Air & Ground)

Order/Booking Management

Tender & Contract Management

Shipment Planning, & Execution

Shipment Visibility

GTM & Forecasting & Documentation

Logistics

Warehouse/Inventory

Management

Transportation Management

Operational Planning Mgt

Freight Payment, Billing & Claim.

20-02-2013 16 Confidential - InDemand Infotech Pvt Ltd

Transportation & Logistics at a Glance

Business Growth

Cost Control

Operational Efficiency

Increase in retention of customers

Stay ahead of competition

Reduction of total cost of ownership

Business Prospective

Lack of Demand Forecasting Expertise

Visibility across Supply Chain

Fleet Utilization

BPI Across Geographies

Operational Efficiency

Technology Prospective

Technology Expectation from End

Customers

Integration of Multiple Systems

Real time Integration and integration of

multiple system

Simplify IT Landscape and improve

application resource time

General Regulatory Requirement

Regulatory Compliance

Transaction Processing Time

Transparency and Risk Management

20-02-2013 Confidential - InDemand InfoTech Pvt Ltd 17

Order Management

Inventory Management

Warehouse Management

Logistics Management

Sales

Distribution Management


Order booking

Order allocation

Order Release

Monitoring Order Status

Exception Handling

Inventory structure

Unit of measure, class & conversion

Item Setup, Status and Control

Item Information

Item Attributes

Lot Control & Serial Control

Transaction process

Planning and Replenishment

ABC analysis

Physical Inventory process

Intercompany invoicing

Storage & Facility Management

Inbound & Outbound Logistics

Value Added Services Mgt

Reverse/ Return Logistics Mgt

Documentation & Compliance





Account Management

Contact Management

Lead Management

Opportunity Management

Account Management

Contact Management

Lead Management


Quote Management

Order Management

Invoice Management

Product Catalogue Management

Release Management

Pricing Management

Planning

Order

Receiving

Billing

Supply Chain Management

20-02-2013 Confidential - InDemand InfoTech Pvt Ltd 18

Order Management



Logistics Management

Sales



Order booking

Order allocation

Order Release

Monitoring Order Status

Exception Handling

Inventory structure

Unit of measure, class & conversion

Item Setup, Status and Control

Item Information

Item Attributes

Lot Control & Serial Control

Transaction process

Planning and Replenishment

ABC analysis

Physical Inventory process

Intercompany invoicing

Storage & Facility Management

Inbound & Outbound Logistics

Value Added Services Mgt

Reverse/ Return Logistics Mgt

Documentation & Compliance





Account Management

Contact Management

Lead Management


Account Management

Contact Management

Lead Management


Quote Management

Order Management

Invoice Management

Product Catalogue Management

Release Management

Pricing Management

Planning

Order

Receiving

Billing

Alignment of SCM with CRM

Warehousing

&

Transportation

Order Management

Vendor Management

Corporate

Applications

Client Management

Compliance &

Regulatory

Visibility & BI

Strategic

Enterprise

Management

Infrastructure

Management

Human Resource

Mgmt

Financial

Management

SOX Compliance

Marketing

Planning

Lead & Campaign

Management Sales Management

Contract

Management

Order Processing Catalog

Management

Revenue

Management Activity Billing Invoicing Accounting POD Management

Productivity

Management

Order Expediting Customer Service Returns & Repair

Management

Inbound / Out

Bound Processing

Facility Planning &

Design

Storage & Value

Added Services

Global Trade Management

Inventory

Management

Network Design Transportation

Planning &

Execution

Fleet Management

Distribution &

Freight

Management

Freight Bill Audit

Transportation &

Fulfillment

Visibility

Supply Chain

Analytics

Business

Analytics

Supply Chain

Event

Management

Financial

Reporting &

Forecasting

Procurement Incentive & Commission

Management

Supply Management

Collaborative Planning & Execution

Container Security Intiative

Corporate Governance

Enterprise

Integration

CRM

Supplier

Integration

Customer

Integration

Taxation

Customs

Integration

Intra-

Organizational

Integration

Alliance Partner

Integration

SRM

Information

Systems

Management

20-02-2013 19 Confidential - InDemand Infotech Pvt Ltd

Logistics Service Provider Service Solution Map

Master Data Mgmt. Data Mgmt./ Risk

Mgmt.

Data Verification

&Rectification

Compliance,SOA,

Integration

Business

Continuity Data

Mgmts.

Disaster Mgmts.

Process

Logistics Process Flows

Customer Management

Vendor Management

Order Mangement

Contract Management


Compliance

Accounts

Fleet Management

C

V

O

R

D

A

F

TransporationT

W

20

Logistic Process Flows

Industry Best Practices

900 Plus Business Requirement

Quote to Order- Process

Order to Cash – Process

Integration Functional Process

Exception Process

Pre- Defined Test Scripts

20-02-2013 Confidential - InDemand InfoTech Pvt Ltd

../../vishal/Desktop/UTi Workshop/Final/Business Process - Logistics.vsd


Contract Logistics Process Flows


Freight Forwarding Process Flow


Courier Process Flow

20-02-2013

• Few Channels • Silo’ed Interactions • Multiple Systems and

Processes

• Cross-Channel Interaction • Customer-centric Information

and Governance • Total Cost of Ownership

Marketing

Sales

Service (across lines of

business) Yesterday Today

CRM Shift - Cross-channel execution


20-02-2013

Consistent Customer Experience Across Channels

Web Services

Service Management

• Real-time Balances • Account Details &

Transaction History • Contact &


• Interaction History

Opening / Fulfillment

Guided Selling

Single View of Customer

• Cross-Sell/Up-sell • Sales Offers • Needs Analysis • Product Catalog • Product Features /

Benefits

• Multi-product application processes

• Data capture • Document fulfillment • Account Funding

• Financial Transaction Support

• Common Service Issue Management

Agent Desktop Core Systems

Consistent Experience across Channels…


20-02-2013

Solution

• Customer Information Assimilation and storage

• Analyzing profitability

• Aiding Marketing efforts

• Gaining New customers

• Relationship Management

• Cross-Selling & Up-selling

• Excellent Customer Service

• Customer segregation

• Reports and Dashboards

• Campaign Management

• Enhanced Customer Loyalty & Long term value

• Event Management

• Automation Process

• Business Rule

• Chinese Wall

• Incentive Management

Business Benefits

• Provide better Customer service

• Improves ROI

• Increased operational efficiencies and collaboration

• Increases productivity and Customer base

• Facilitates Customer retention

• Increases wallet share

• Customer Delight

• Customer aligned Products and Services

• Effective Forecasting and Analytics

• Quality lead generation

• Reduces Customer churn out

• Proper traction of Event and results

• Seamless process with Zero Error

• Customized products and services

• Increase Product per Customer

• Tracks the overall budget

CRM - Solution & Business Benefits


20-02-2013

Agile in deployment & Banking functionality

Consistent execution of customer process across channels

Scalability of design , capacity, Performance, & Flexibility.

Effective integration of Business Intelligence

Measurable results

Secure in handling of Customer information

Ease of Customization and Configuration

Seamless Integration with existing systems

Data Migration capability & Data Governance

CRM – Key Characteristics


20-02-2013

1

About InDemand


3

CRM in Logistics 4

Why InDemand? 6



Discussion Agenda



Evaluation Methodology

• Measured from Functional

BRS & CRM workshop

Functional

TCO

Product

Technical

• Measured from Technical BRS , Tech. Sections in RFP Appendices & CRM workshop

• To be decided Post Assessment based on the Business & Technology Requirements

• Measured from analyst review in the CRM market

• Measured from Functional

BRS & CRM workshop


• Current Product Offering • Go to Market Strategy • Marketing Presence

• License Cost • Implementation Cost • Customization Cost • Other Expenses

• Architecture • Platform • Database • Deployment • Application Fail Over & Disaster

Recovery • Scalability & Flexibility • Performance Monitoring • Development • Parameterization • Interface & Integration • Middleware • Security & Audit • Upgrade , Enhancement & Release • Workflow

• CIF Requirements • Retail Requirements • Wholesale Requirements

Functional Assessment Technical Assessment

Product Assessment

TCO Assessment

* All parameters were shared for evaluation

Evaluation – Methodology Parameters


ABC CRM XYZ CRM

Strength

• Bundled solution having comprehensive

functional capabilities and in-built Banking

features

• Richness of available functionality allows

leveraging of best practices .

• Strong capability and flexibility of adding the

custom CIF fields through user interface .

• Out of the box Loyalty Management .

• Strong customer analytics with BI .

• Strong Social Media capability

• Solution having the strong ability to configure &

customize capabilities as per Bank needs .

•Strong capability and flexibility of adding the custom CIF

fields through user interface .

• Strong customer analytics

• Accessible from Outlook client

• Strong Social Media capability and Facebook banking

Cautions

• ABC is a matured on premise solution and is

not rapidly changeable to changing business

needs.

• Most comprehensive single solution that meets

most requirements out-of-the box. However it

requires an extended configuration and

testing/release time

• Difficult from a sustenance perspective

• More customizations/new development would be

required in XYZ to meet all Major functionalities.

•Not a in built banking industry solution .

• Loyalty Management is not out of the box but already

customized for banking needs

91 86

0

10

20

30

40

50

60

70

80

90

100

Functional

ABC CRM XYZ CRM

Evaluation - Functional


ABC CRM XYZ CRM

Strength

• ABC is an established and mature technology

with mature implementation knowledge-base

in the market.

• The mobile applications are natively built for

some platforms like iPhone/ipad.

• ABC supports Oracle as well as other

database.

• Parameterization is part of the application

setup

• Single and centralized location for monitoring

the application.

• ABC is fully integrated with Oracle SOA which

based on BPEL.

• Strong Integration capability with their Direct Channel

applications .

• UI is very similar to other applications.

• Application is accessible through browser and outlook.

• Integration is through Web Services, SQL Server

Integration Services, Data Adapters, Exposed Systems

APIs, Adapters and Web Services.

Cautions

• The application is supported on Oracle VM for

system virtualization .

• Oracle do not certify testing/QA tools .

• Auto Dialer interface is not supported

• Data masking tool/utility is not available out of the box.

• XYZ CRM supports only the earlier version of DB.

88 92

0

10

20

30

40

50

60

70

80

90

100

Technical

ABC CRM XYZ CRM

Evaluation - Technical


ABC XYZ CRM

Strength

• ABC CRM is an example of large enterprise

CRM.

• ABC leads across-the-board deep CRM

functionality and provide robust capabilities.

• Best-of-breed status for most CRM

functionalities.

• Strong analytics capabilities enhanced further

through integration with BI solutions.

• XYZ CRM is an example of midmarket CRM suits .

• “Power of Choice” offering how to deploy (on-premises,

on-demand, partner-hosted), how to pay (license,

subscribe, finance), and how to use (Outlook client,

browser, SharePoint site, other interfaces) the application.

• Relatively easy to configure and deploy.

• Competes well on price compared with its major

competitors.

Cautions

•Application complexity, and lengthy

implementation schedules.

• Poor usability and high cost.

• Upgrade face exorbitant costs.

• Low user adoption.

• Lacks industry-specific solution.

• Requires commitment to a specific infrastructure in

order to lower their TCO in buying and managing business

technologies.

• Native deployment is not provided on some OS mobile

smartphones, such as the BlackBerry and iPhone;.

3.29

4.39

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

4.50

5.00

Product

ABC CRM XYZ CRM

Evaluation - Product


Evaluation Approach review and finalization BRS Review RFP Review Evaluation Template Preparation Requirement classification and Weights assignments

BRS response consolidation Identify GAPs in Vendor response Pre workshop evaluation of CRM products Assign scores & weights based on the RFP & BRS response Compile TCO for all vendors Demo script preparation for workshop

CRM workshop Product demonstration by vendor BRS validation with vendor Product technology assessment with vendor Gap assessment with vendor User feedback

BRS compilation and assignments of final scores and weights with users feedback Perform detailed evaluation

Product Functional Technical Vendor Total Cost of Ownership

Review evaluation outcome Prepare evaluation and product recommendation report

Evaluation - Approach

Explore Analyze Validate Recommend


20-02-2013

Discussion Agenda

1

About InDemand


3

CRM in Logistics 4

Why InDemand? 6





20-02-2013

PBN Practice Head (CRM) in a IT Major, India

Fortune Bank (GTS), USA, UK and Singapore – Siebel 7.8

Fortune Bank (PBG), USA & UK – SFDC

Leading Bank, UK – Siebel 7.8

Leading Leasing Organisation, Germany – Siebel 6.x

Leading Leasing Organisation, Germany – Siebel Upgrade 7.7

Leading Leasing Organisation, Germany – Siebel 7.7 (EAI)

Hi Tech Design Organisation, USA - Siebel 7.8

Fortune 10 Organisation (TFS), USA – Siebel 7.7

Fortune 10 Organisation (Mod Space), USA – Siebel 7.7

Fortune 10 Organisation(RTS), USA – Siebel 7.7

Project Director (CRM) in a IT Major, India

Fortune 100 Organization, USA – Siebel 7.8

Project Manager (CRM) in a MNC, Bangkok & UK

Leading Software Services Organization, UK

Three Banks, Bangkok – Siebel 7.5

Project Manager (CRM) in a IT Major

Fortune Bank, Japan – Siebel 6.x

CRM Consultant in a MNC, Singapore

Public Sector, Singapore - Vantive

Differentiator #1 - Experience & Expertise




Murali Krishna M

Head of Sales in a IT Major, India

Over 25 years of experience across verticals Manufacturing, Financial Services and

IT.

Pre-sale Head for Travel & Logistics vertical in IT major India.

Instrumental in acquiring largest logistics customers across the globe.

In-depth understanding of Logistics domain.

Head of sales in IT majors from past 10 years


Project Director (CRM) in a IT Major, India

Fortune 100 Organization, USA – Siebel 7.8

Project Manager (CRM) in a MNC, Bangkok & UK

Leading Software Services Organization, UK

Three Banks, Bangkok – Siebel 7.5

Project Manager (CRM) in a IT Major

Fortune Bank, Japan – Siebel 6.x

CRM Consultant in a MNC, Singapore

Public Sector, Singapore - Vantive

20-02-2013

Sendhil S

Vice President (CRM Delivery), InDemand Infotech Pvt Ltd, India

Program Manager, Leading Bank, Bahrain – CRM Consulting & Package

Evaluation and Implementation

Delivery Head (CRM), Mobility Company – Siebel 7.7 & 8.1

Delivery Head (CRM), Major French Electric Mfg. company – Siebel 7.8

Delivery Head (CRM) in a IT Major, India

Leading Bank in UK – Siebel 7.8

Fortune Bank (GTS) in USA, UK and Singapore – Siebel 7.8

Fortune Bank (PBG) in USA & UK – SFDC

Leading Leasing Organisation, Germany – Siebel 6.x

Leading Leasing Organisation, Germany – Siebel Upgrade 7.7

Leading Leasing Organisation, Germany – Siebel 7.7 EAI

Hi Tech Design Organisation, USA - Siebel 7.8

Fortune 10 Organisation (TFS), USA – Siebel 7.7

Fortune 10 Organisation (ModSpace), USA – Siebel 7.7




Disqualified lead Lost Opportunity

Assign Leads

Follow up Leads

Qualify Leads

Walk-in, Phone,

Website Visit Generate Leads

Points Accrual

Promotions on Shopping, Airlines, Hotel Stay

Products

Activities/Service Requests

Qualified Leads

OPPORTUNITY

Won Opportunity

Contacts

Accounts

ACCOUNT/

CONTACT

Loyalty Members

LOYALTY

Redeem Points

LEADS

Accounts

Credit Cards

Loans

PRODUCTS

Differentiator #2 – Innovation – Products & IP’s


Reward

PROGRAM

Member Enrolled in

Program automatically

based on Product

A Program has many

promotions

PROMOTION

Points Accrual

Promotions on

Shopping, Airlines,

Hotel Stay

Points used to

automatically

change the tier

status

Redeem Points

Member shall

Redeem the points

to purchase any

Products/Services

1

TIER

2

TIER

Points used to

automatically

change the tier

status

Gift voucher given

to member when

tier status changes

3

TIER

Points used to

automatically

change the tier

status

MEMBER

Credit Card

Debit Card

Travel Card

LOYALTY

PRODUCTS



Mid

dle

war

e

Ap

plic

atio

n

`

ACTIVITIES

Face

bo

ok

Use

rs

IIPL Page

CRM



Differentiator #3 – Service Oriented Differentiators

Continuous

Improvement

OUR DIFFERENTIATORS

Qualitative Service Predictable cost Tangible value

Creation

Process Driven Approach

- Certified Employees trained on process + Technology skills to deliver value

- Higher effectiveness - Focus on Solving

business problems

Knowledge Driven Approach

- Collaborative process

creation - Captured in InDemand-

customer dedicated academy

- Best of both the worlds - Faster Resource

Onboarding - Increased Productivity

Accelerated Problem Solving

- Faster Resolution to

issues. - Solution Drivers

Assured Value Creation

- Structured approach to value creation

- % of Savings in the support contracts

- Measurable value creation

Multiple pricing models

- T&M - Fixed Price - Fixed Bid - Other

Innovative models

Innovative Service Delivery

- Drives higher

efficiency, lower cost - Flexible approach to

meet client requirements.

- Innovate new engagement model.

What is in it for Customer ?

Flexibility


Best Practices ……

Knowledge Base Knowledge Sharing Cross Training

Project management Methodology

Tra

inin

g &

Ce

rtif

ica

tio

n

Comprehensive 6 months of structured training for fresh

Engineering Graduates which includes hands on sessions

and a few complete small projects

Qualified resources are deployed into a real-time project

shadowing experienced associate for 2-4 months

Deserving Candidates are sponsored for Vendor

Certification programs

Provide sessions on relevant soft skills

Seniors

Juniors

We Identify each associate’s key strengths in different

skillsets and plan for appropriate cross-training sessions

Promising Candidates are sponsored for Vendor

Certification programs

Conduct Guest Lectures

Training given on Project Management and Quality

Processes


Key reason of Success…

Clear understanding

Roles & Responsibilities

Manageable &

Measurable Deliverables

PEOPLE

PROCESS

TECHNOLOGY

3 Essential Components


20-02-2013

Discussion Agenda

1

About InDemand


3

CRM in Logistics 4

Why InDemand? 6





20-02-2013

Our Team’s Global Experience

Siebel 7.8 for Fortune Bank (GTS) in USA, UK and Singapore

SFDC for Fortune Bank (PBG) in USA & UK

Siebel Upgrade to 7.7 for Leasing Company in Germany

Siebel 7.7 Integration (EAI) for Leasing Company in Germany

Siebel 7.8 EAI & Reports for major French Electric Mfg. company

Siebel 6x Implementation for Three Banks in Bangkok

Siebel 6x Upgrade for Fortune Bank, Japan

MSCRM 4.0 Implementation for Servicemen Club, Singapore

MSCRM 3.0 Implementation for a Free Trade Zone, Middle East

MSCRM 3.0 & SharePoint for Public Sector, Middle East

QlickView BI for Deposit Insurance, Singapore

Vantive Implementation for Public Sector, Singapore


Sample Case Study - Siebel - iPad Integration

Project Background:

Building a new interface between iPad and Siebel Pharma Application allowing bidirectional exchange of data.

Siebel Pharma was rolled out as a common back end where the crucial business process takes place. The

vital entities (Account, Contacts, Activities and Products) were requested from iPad to Siebel as Master Data

Downloads. Siebel provided the Corresponding data in XML format for the entities as Response message.

The transactions happened in iPad application was pushed to Siebel application as XML, and was

subsequently saved in Siebel database.

Challenges:

• Though experienced in integration

between Desktop applications and

Siebel applications , this is first

Integration occurrence between iPad

and Siebel application

• Significant revision of Schema

structure in iPad application to match

with Siebel structure for transaction

processing.

Benefits:

• Improved Product quality and Compliance

• Increased Customer centricity

• Enhanced end - end communication between any of the

Mobile devices with Siebel applications

• Effective usage of Customer resources

• Provision for changing the Sales plans, Activity Plans and

Route Plans dynamically.

• Cut the Operational Costs by 20%

Solution:

Provided assistance to client in generating the correct Siebel

Schema structure to get the Updated Transaction Data.


Sample Case Study – 1

MOBILITY INDUSTRY

Pharma Application

Landscape Overview

Siebel 8.1.5 | Oracle 11g IIS Server 7.5 | MS office 2010

DATABASE

Web

Se

rvic

e L

aye

r D

ata

base

Layer

SIEBEL

Business Process

Workflow

Sie

bel

Adm

inis

tratio

n

HTTP

Listener

Serv

ice

Invocatio

n

Layer

Administration

Screen

Webport

SOAP/

HTTP WSDL

Siebel Pharma application used by Pharmaceuticals, Medical and

diagnostic industry. Application was implemented in English

language.

• Siebel receives the user Id of the Medical Representative as a

request from iPad application to invoke the web service call

for the master data downloads like Account, Contact, Activity

and Product.

• The Master Data for the user Id is queried from the Siebel

Database and sent back to iPad application as Response

message

Siebel-iPad apps Integration (EAI Solution)

Request

Publish Transaction :

• User Creates new record or updates the existing data in iPad

application and submits the data.

• The data is sent as a web service request to Siebel. Siebel

creates a new record / Updates the records as necessary in

Siebel Database and sends the row Id of the corresponding

records as the response message.

Transactions

Master Data Sync


Sample Case Study - 2

RETAIL INDUSTRY

Retail Application

Landscape Overview

Siebel 7.7 | Oracle 11g IIS Server 7.5 | MS office 2010

DATABASE

Web

Se

rvic

e L

aye

r D

ata

base

Layer

SIEBEL

Business Process

Workflow

Sie

bel

Adm

inis

tratio

n

HTTP

Listener

Serv

ice

Invocatio

n

Layer

Administration

Screen

Webport

SOAP/

HTTP WSDL

Siebel Sales application used by Sales, Service industry.

Application was implemented in English language.

• Siebel receives the user Id of the Sales/Service

Representative as a request from iPad application to invoke

the web service call for the master data downloads like

Account, Contact, Activity and Product.

• The Master Data for the user Id is queried from the Siebel

Database and sent back to iPad application as Response

message

Siebel-iPad apps Integration (EAI Solution)

Request

Publish Transaction :

• User Creates new record or updates the existing data in iPad

application and submits the data.

• The data is sent as a web service request to Siebel. Siebel

creates a new record / Updates the records as necessary in

Siebel Database and sends the row Id of the corresponding

records as the response message.

Transactions

Master Data Sync


Customer Voice

Appreciation from

the Practice head

of a top-5 global

consulting firm

“ ”

I want to express our deep appreciation for all the hard work you and your team have contributed to the Siebel engagement of our key client.

I particularly appreciate InDemand Infotech making this engagement successful and smooth in a very short notice and

address critical issues we had in Reports and Integration.

We also thank InDemand Infotech in establishing their expertise in Siebel CRM with our client stakeholders and

for continued remote support from Chennai.

I hope to count on InDemand CRM consultants for our Siebel needs in the future.

Best Wishes,

Siebel Practice Head


Chennai Development Centre

InDemand Development

Centre in Chennai, India


Lets Partner…


THANK YOU

Contact:

InDemand Infotech Pvt Ltd.

5th Floor, JVL Plaza ,501, Mount Road

Teynampet, Chennai - 600 18

India.

Phone: +91 49017555/7590

www.indemand.co.in


InDemand Infotech Pvt.Ltd

P.O.Box 2801 Manama, Kingdom of Bahrain

T:97317226757 F:+97317728434

http://www.indemand.co.in/

CRM- A Game Changer for Logistics

Technology

Transcript of CRM- A Game Changer for Logistics