Modernizing Siebel Makes More Sense than Replacing It

Siebel Modernization Overview

Siebel was the first vendor to bring an enterprise perspective to CRM, delivering ERP-style depth and breadth of functionality to the front office.  As a result, many large organizations chose to implement Siebel as the foundation for all their customer-facing systems. However, over the past ten years, cloud-based CRM products have taken the market by storm, offering highly desirable attributes such as rapid deployment, configuration flexibility, easy upgrades, financial flexibility and reduced IT support requirements. In addition, the CRM category itself has seen an explosion in new capabilities including omnichannel support, knowledgebases, self-service, social and mobile. Given Siebel does not offer these capabilities, competitive CRM vendors have been aggressively targeting the Siebel installed base with a message of “Siebel in now a dinosaur. You need to replace it with our product.” Siebel Modernization gives Siebel customers a new option that adds market-leading modern CRM capabilities, leverages their investment in Siebel, and avoids the risk, cost and disruption of a major system replacement.

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Siebel is Still the CRM Heavyweight Champion

Resized_BoxerSiebel was the first CRM product to gain dominant market share in a highly fragmented market. They were the first vendor to bring an enterprise perspective to CRM, delivering still unmatched business process support for both sales force automation and customer service across multiple industries.

Many large organizations spent millions of dollars implementing Siebel as the foundation of all their customer-facing systems. And it is still there. It is their system of record for all customer-related data, the foundation for their MDM strategy, and is deployed enterprise-wide, supporting multiple geographies and product lines.  These organizations simply could not process orders or provide customer service without Siebel CRM.

But CRM Competitors Want Customers to Nuke Siebel and Start Over

SmokeOver the past ten years, cloud-based CRM products have rapidly matured.  Cloud CRM offers highly desirable attributes such as rapid deployment, configuration flexibility, easy upgrades, financial flexibility and reduced IT support requirements. In addition, the CRM category itself has seen an explosion in new capabilities including omnichannel support, knowledgebases, self-service, social and mobile. 

As we have entered the Age of the Customer and organizations have realized optimizing customer engagement is their single most strategic corporate initiative, these new CRM capabilities have gone from nice-to-haves to must-haves. Given Siebel does not offer full capabilities in these areas natively, competitive CRM vendors have been aggressively targeting the Siebel installed base with a message of “Siebel in now a dinosaur.  You need to replace it with our product.” However, for many Siebel shops, the idea of replacing such a core system that is at the heart of so many of their operations, and has been the target of so much effort and investment over the years, is extremely unappealing.  

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Siebel is Part of the Solution, Not the Problem

circles4Siebel Modernization gives Siebel customers a new option that adds market-leading modern CRM capabilities, leverages their investment in Siebel, and avoids the risk, cost and disruption of a major system replacement. Siebel Modernization combines Siebel and Oracle Service Cloud components into a hybrid architecture that takes advantage of the strengths of both products. It leverages Siebel’s extensible data model, solid customer master platform, pre-built industry-specific applications, solid integration capabilities (EAI) and strong business rules engine. From Oracle Service Cloud, it build upon the modular architecture, ease of deployment, knowledgebase, omnichannel capabilities, SaaS deployment model, web self-service, mobile support and agile upgrades.

Five Common Use Cases for Siebel Modernization

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1.  Siebel customer is looking for a Customer Portal to provide Web Self-Service functionality.
2.  Siebel customer wants to add a knowledgebase that provides information to both agents using the Siebel Agent desktop as well as customers using the organization’s self-service Customer Portal.
3.  Siebel customer wants to augment Siebel with Chat, Co-Browse and/or Social Relationship marketing functionality.
4.  Siebel customer is frustrated with the cost and time required to support Siebel user interface.
5.  Siebel customer would like to migrate to Oracle Service Cloud, but complexity/budget constraints require a phased migration approach. The first step in this approach is to use Oracle Service Cloud for all interfaces and call Siebel data and processes through APIs.

Featured Case Study - Regional HMO

male-doctorworking240x307-1Many in the healthcare industry have seen he Affordable Care Act as a business impediment and roadblock. Our client took the contrarian view and engaged Eventus to leverage this unique opportunity to successfully gain market share and lower the cost of customer acquisition. While our client was intrigued with the cost and functionality benefits of modern cloud-based SaaS CRM platforms, they feared non of the modern CRM products on the market had sufficient configure-price-quote functionality to match what they had already implemented in Siebel.

Eventus Solutions Group designed an end-to-end CRM business solution for new customer acquisition and retention marketing that featured an Oracle Service Cloud/Siebel hybrid architecture. We implemented Oracle Service Cloud (then known as RightNow CX) in the secure Oracle Federal Cloud to meet HIPAA security requirements. We also integrated the new CRM solution with our clients existing marketing platform to provide a 360 degree view of customer acquisition activities, including bidirectional integration to their Siebel-based plan management system. The project went from conception to completion in 6 months, and was instrumental in helping our client maintain their state best market share at 17% in an extremely challenging market for mid-size HMOs.

Learn More About Siebel Modernization

 Siebel Modernization Webinar  Eventus Siebel Modernization Oracle TV  Eventus-Siebel_Logo-FINAL

Watch the webinar replay: Why Modernizing Siebel Makes More Sense than Replacing It

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Watch Oracle Partner Network TV interview Eventus VP Marketing Mike Donaldson about Siebel Modernization

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Watch Oracle FastCast Video series featuring Eventus Senior CRM Architect Doug Dostal

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