Siebel CRM in 2020 Key Benefits & ROI - John Bedford Director Product Strategy Siebel CRM - Oracle
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Siebel CRM in 2020 Key Benefits & ROI John Bedford Robert Ponder Director Product Strategy Lead Architect & Director Siebel CRM Ponder ProServe September, 2020
Safe harbor statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation. 2 Copyright © 2020, Oracle and/or its affiliates
John Bedford
Director Product Strategy
Oracle Siebel CRM
john.bedford@oracle.com
LinkedIn
3 Copyright © 2020, Oracle and/or its affiliates
Key Benefits 4 Copyright © 2020, Oracle and/or its affiliates
Key Innovations for Customer Success
Value & ROI Delivered from Customer-Driven Innovations
P A R A L L E L D E V E L O P ME NT SEAMLESS UPDATES C O N T A I NE R S C L O U D I N F R A S T R U C TU R E
New seed data framework and Monthly Release Updates & The ability to run Siebel CRM as Reduced TCO - Move & Improve Siebel
Workflow deployment Seamless Repository Framework Containers orchestrated with CRM by deploying to Oracle Cloud
eliminates need for IRM Kubernetes Infrastructure
WEB TOOLS A U T O M A T I ON OPEN UI EXTREME SCALE
Web Tools evolution with Script Rest API Enabled CI/CD Components Flexible UX framework continues to Enterprise grade CRM with supreme
Debugger, Task & Workflow Editors & Test Automation support business-tailored, intuitive UI performance and scalability for highly
and Simulators development mission-critical implementations
5 Copyright © 2020, Oracle and/or its affiliates
Parallel Development - Simplified & Agile Application Design Using Workspaces – Large Scale – Agile Releases Centralized, version-controlled repository that supports multiple developers/teams to work concurrently on multiple releases and/or projects CY20: Framework for Seed Data Completion Supports parallel deployment & testing as well as migration across environment 6 Copyright © 2020, Oracle and/or its affiliates
User Experience
• Architect > Manage > Customize > Deploy > Use
• Improved Admin & Developer Experience -
Simplified tooling for Approval & Migration.
• Siebel OpenUI – modern, adaptable UX framework
continues to thrive.
• Successful UX projects deliver ROI - Die Mobiliar, a
Swiss insurance company improved productivity
by 75%.
• More options with UX frameworks such as React
• “Redwood” UX design concept that all applications
aim to adopt as a standard interaction model
• New Smartphone UX for Siebel CRM
Architect Manage Customize Deploy Use
7 Copyright © 2020, Oracle and/or its affiliates
Agile Innovation
Access, Develop, Manage - Anywhere & Any Platform
Users, Devices, Machines On-Premise On-Cloud Parallel Automated
Development Testing
Customer Experience
Industry Solutions
Integrations
Application Dynamic Scalability
Administrator Distributed Teams Onsite Teams
Updates Containers, Microservices
8 Copyright © 2020, Oracle and/or its affiliates
Agility - Updates not Upgrades Continuous Release Model • Introduced in March 2018 (18.4) • 29 Siebel CRM Release Updates delivered to date • Single cumulative codeline • Cumulative Updates, always take the latest • Monthly Updates contain new features • Updates also delivered in Container format for rapid deployment • Most changes are additive, reducing complexity • Frequent Updates, not “Big Bang” Upgrades 9 Copyright © 2020, Oracle and/or its affiliates
Agility - Updates not Upgrades
25 140
120
20
100
Cumulative Projects
15
Projects
80
60
10
40
5
20
0 0
CY2018-Q2 CY2018-Q3 CY2018-Q4 CY2019-Q1 CY2019-Q2 CY2019-Q3 CY2019-Q4 CY2020-Q1 CY2020-Q2
Go Live Update Total Go Live Total Update
10 Copyright © 2020, Oracle and/or its affiliatesAccelerated Innovation Adoption after Release
Customers go live
Innovation Pack 2016
12 month Innovation drop
Customers go live
Innovation Pack 2017
12-mth Innovation
Customers go live
Release Update 18.4
Continuous Release Model (Monthly Innovation Updates)
GA 1-2 mth 3 mth 6 mth 9 mth Go-lives: Accelerate >>>
11 Copyright © 2020, Oracle and/or its affiliatesEmbrace New Skills Exciting new skillset required for Siebel Professionals Siebel CRM JavaScript Database React, Angular REST API Docker containerization Kubernetes CI/CD Autonomous Database Oracle Cloud Infrastructure 12 Copyright © 2020, Oracle and/or its affiliates
Siebel CRM : New Frontiers
Old (Pre IP2017) New (20.x ++)
• Extended 6 months+ Upgrades • Cost effective, 2-3 month Updates (not Upgrades)
• Windows platform dependency • Browser-based author, migrate, manage
• Sequential development • Parallel development
• Multi-hour downtime for updates • Near-zero downtime for updates
• Multi-hour installations (4 hrs+) • Container-based installation (~15 mins)
• Predominantly manual testing • Predominantly automated testing
• 3rd Party support & independent testing of • Completely supported & tested Oracle Cloud IaaS
Cloud IaaS platforms platform
• Gateway: single point of failure • Gateway Clusters using Zookeeper zero downtime
• No DevOps solution for zero downtime • DevOps orchestration for near zero downtime
• Older technology • Modern technology
• Annual Releases • Monthly Releases
13 Copyright © 2020, Oracle and/or its affiliatesPoll: Which Siebel CRM release are you currently running in production? Siebel CRM 20.x Siebel CRM 19.x Siebel CRM 18.x Innovation Pack 2017 Innovation Pack 2016 Innovation Pack 2015 Innovation Pack 2014 Innovation Pack 2013 Earlier release
Poll: How often do you update your Siebel CRM application to the latest release? Monthly Quarterly Semiannually Annually Every 2+ years
Why Upgrade? • Is Siebel CRM mission-critical to your business? • What’s the risk of not staying current? • What’s the point of stifling innovation and ROI? 16 Copyright © 2020, Oracle and/or its affiliates
Evaluating Risk World Class support and staying current are vital for any mission–critical enterprise application Known Pitfalls • Availability of the mission-critical application should any sudden changes in IT cause a malfunction • Potential for security vulnerabilities • End of support for certified operating systems or databases • Removal of support for browser features, restrictions on browser capability • 3rd party product compliance issues e.g. Internet Explorer • Inability to get product bug fixes from Oracle and 3rd party vendors • Difficulty to react to legal mandates such as GDPR, Accessibility • Frozen application status, difficulty to embrace the latest innovations, benefits and ROI • Applications on older releases often take longer to bring up-to-date • Stuck in a “big bang” application maintenance cycle – not agile 17 Copyright © 2020, Oracle and/or its affiliates
You are not alone. • We’ve configured too much! It will be very expensive • We don’t want to be first – we have a complex platform • We need to see the ROI • Many customers have transformed Siebel CRM successfully 18 Copyright © 2020, Oracle and/or its affiliates
Sample Customers Live with the Continuous Release Model
PROFESSIONAL
FINANCE / FINANCE / LIFE SCIENCES / AUTOMOTIVE / CONSUMER GOODS
CABLE / TELCO PUBLIC SECTOR SERVICES /
INSURANCE INSURANCE HEALTHCARE HIGH TECH / RETAIL
HOSPITALITYCustomer Upgrade Paths
“But we are on such an old release” …
From To From To From To From To From To
Pre-IP2013 IP2013, 2014 IP2015 IP2016 IP2017+
6.2 19.x 13.0 18.11 15.10 19.4 16.0 19.x 17.0 18.12
7.8.2.16 18.12 13.0 19.3 15.16 18.9 16.0 19.1 17.6 19.x
8.0 18.1 13.15 18.8 15.18 18.8 16.10 18.5 18.7 18.12
8.0.0.12 19.5 13.15 19.x 15.18 18.9 16.10 17.5 18.12 20.1
8.1.1 19.7 13.8 18.10 15.18 18.12 16.10 18.11 20.1 20.6
8.1.1.1 19.1 14.10 18.12 15.18 19.4 16.13 19.x
8.1.1.7 19.9 14.14 18.11 15.5 19.6 16.13 18.1
8.1.1.8 18.10 15.9 19.3 16.14 18.7
8.2.2 18.7 15.9 19.7 16.4 18.12
8.1.1.10 18.10 16.7 19.2
8.1.1.11 18.x
20 Copyright © 2020, Oracle and/or its affiliatesROI 21 Copyright © 2020, Oracle and/or its affiliates
Always On: Near Zero Downtime
Key Value Realised Siebel CRM IP 2016 to 18.8 Upgrade.
• The latest versions of Siebel CRM support high 96% reduction in time taken to apply
availability, with load balancing and clustering an update – from 4 hours to 10 minutes
at multiple layers of the stack
• From IP2017+, incremental repository changes
can be delivered without bringing down Siebel Upgrade to 19.x (2020) now deploy
services daily updates to production.
• No SRF, No Server restart, Migration tooling = Use the cloud platform of Azure
near zero downtime DevOps, CI/CD Pipelines and Repos
• Customers are achieving real zero downtime to auto-deploy updates
for some application updates.
Siebel CRM IP 2015.18 to 19.3 Upgrade
Reduced downtime from ~4h to ~1h
22 Copyright © 2020, Oracle and/or its affiliates Related Session: Customer Leadership Panel – Zero DowntimeDeployment IP15 IP18/IP19 & the way to "zero-downtime“ 23 Copyright © 2020, Oracle and/or its affiliates Source: OpenWorld 2019
Simple, Rapid Deployment
Key Value Realised 50% reduction in Maintenance costs
• Run Siebel CRM as Docker containers On 40% reduction in Operations costs
Premise or in the Cloud 75% reduction in Hardware resources
• Rapid installation of a complete Siebel CRM
Enterprise can now be done in 15 minutes
• Apply Siebel CRM monthly releases to an Running Siebel CRM containerization
for non Production environments,
existing deployment in less than 15 minutes
including Kubernetes (OKD)
• Further enhancements on the way to
improve Kubernetes deployments Using Azure DevOps Pipelines to
orchestrate
Leading Airline runs Siebel CRM on
Oracle Cloud Infrastructure with
Kubernetes. Reduced TCO by 15%
24 Copyright © 2020, Oracle and/or its affiliates Related Session: Customer Leadership Panel – Business ROIcloud
enabled
enhanced platform
platform for
modernization
improved
developer
productivity Siebel CRM in 2020
improve
integration ROI realized by our
with REST adopt agile customers
development
process
increase
frequency
reduced
of releases
update
costs
25 Copyright © 2020, Oracle and/or its affiliates
affiliates. All rights reserved.Case Study Recent Telco Upgrade Tips & Tricks 26 Copyright © 2020, Oracle and/or its affiliates
Robert Ponder
Lead Architect & Director
Ponder ProServe
27 Copyright © 2020, Oracle and/or its affiliates• APAC based company
• Very distinguished and well-loved brand
Telco Background • Unable provide company name
• Direct broadcast satellite service provider
• Over 22 million subscribers• Upgrading from a very old version of Siebel 7.8
• Telco’s upgrade more complex since Siebel is
Telco Siebel mission critical for their business
• Order Capture, Field Service and Call Center
Background
• 24 x 7 uptime requirement• Very old Siebel platform was costly and difficult
to support
• Current Siebel version tied to ActiveX technology
Business • Forced to use old version of Internet Explorer
Challenges • Training new call center users takes nearly a
month!• Upgrade scripts hit a few SQL errors
• Large number of merge conflicts related to XMLP
(BI Publisher)
What Happened • Some aggregate categories missing
On This Upgrade • Some mangled applets, where OOTB was heavily
modified
• eScript ST conversion
• Workflow process issues• GoldenGate used to avoid big bang go live
• Helped avoid go live risks
• Performed three dry runs
• Went live on third dry run
Zero Downtime
Upgrades
32• Move from Sustaining Support to Premier Support
• Adopted Google Chrome as new browser
Return on • Reduced call handle time with Open UI
Investment • Reduced training time with Open UIROI at a Glance 10K users Premier Support Mission Critical 5 Terabyte Open UI reduced 2 Million Open UI reduced Database call-handle time Transactions daily training time
Siebel CRM in 2020
Common Questions & Release Insights:
• Which is the most stable release so far?
- Take the latest release available!
• What’s the biggest ROI customers will get by upgrading?
- OpenUI (productivity), automation, agility, Dev/Ops, open-integration
• What’s the fastest upgrade project you’ve done?
- 4-5 months (IP 2015 to 19.x)
• What’s the most complex?
- Also the fastest! Huge scale and mission-critical. Heavily scripted and customized.
35 Copyright © 2020, Oracle and/or its affiliatesTips & Tricks Component Tip New table logs major Siebel issues so you do not have to check each application server Check S_DIAG table for issues New ability to fix Oracle performance issues very quickly - GA with 12C Apply SQL patch May need to increase memory and set JVM path Check Tomcat settings Bit more memory and CPU may be required with 64-bit Java components Check hardware requirements Utility that comes with ZooKeeper so you can use it to see internals of how Siebel Run zkui.exe works in the new version Siebel diagnostics disabled by Oracle DBMS client diagnostics Enable Siebel crash handler sqlnet.ora New version requires training since so many components are new and work differently Siebel Developer and Admin training Local database no longer needed with Workspaces so don’t forget to turn off Turn off transaction logging transaction logging to improve performance New utility runs as part of applying Siebel update Check Seamless Repository Upgrade 36 Copyright © 2020, Oracle and/or its affiliates
Tips & Tricks
Component Tip
Ensure a clean install, much better than what’s in place. Don’t attempt in place install or upgrade
Must practice upgrade several times to ensure go live will be smooth and successful Upgrade practice runs
Performance testing is often done at 11th hour but not enough time to fix issues found Don’t wait on load testing until near end of
project
Likewise the install of the new production environment is done very late - need to do Build new production and test there sooner
sooner instead of later
Configure Siebel with server manager command line instead of the UI – makes process Check Server Manager command line only
repeatable and well documented
37 Copyright © 2020, Oracle and/or its affiliatesUpgrade Resources
Resources
• Partner Spotlights
• blogs.oracle.com/siebelcrm
• Oracle Consulting Services
• Oracle Advanced Customer Services
• Proactive Assistance Program
• Real-World Case Studies
38 Copyright © 2020, Oracle and/or its affiliates
How Oracle can help you Transform your Siebel CRM application
Up Next: Tuesday 22 September, 09.00 PDTKey Takeaways
1 ROI. Recent innovations have delivered
fantastic benefits to our customers,
justifying continued investment
2 Agility. Customers of every type have
successfully upgraded to the
Continuous Release Model
3 Updates. Short and nimble, cost
effective projects are the new normal –
not the big bang upgrades of before
39 Copyright © 2020, Oracle and/or its affiliatesThanks! John Bedford john.bedford@oracle.com blogs.oracle.com/siebelcrm
Poll Result:
Which Siebel CRM release are you currently running in
production? 7%
3%
Innovation Pack 2013
Innovation Pack 2014
Siebel CRM 20.x 24% Innovation Pack 2015
13%
Siebel CRM 19.x Innovation Pack 2016
Siebel CRM 18.x
Innovation Pack 2017
Innovation Pack 2017
24% 18% Other / earlier release
Innovation Pack 2016
Innovation Pack 2015 Siebel CRM 18.x
Innovation Pack 2014
Siebel CRM 19.x
3% 5%
Innovation Pack 2013
3% Siebel CRM 20.x
Earlier releasePoll Result:
How often do you update your Siebel CRM application to
the latest release?
11% Annually
16%
Monthly Every 2+ years
Quarterly
Monthly
Semiannually 37%
27%
Annually Quarterly
Every 2+ years
9% SemiannuallyUseful Resources
Siebel CRM Blog Siebel CRM Learning Subscription
Siebel CRM YouTube (Free content, click Preview)
Siebel CRM Sales Team Siebel CRM Bookshelf
Siebel CRM ACS Services Siebel CRM Github
Oracle Support Value Siebel CRM Advisor Webcasts
Partner Spotlights My Oracle Support Community
Siebel CRM Statement of Direction Siebel CRM Customer Connect
Siebel CRM Release Updates CAB portal
Siebel CRM Premier Support LinkedIn Customer Connect
Datasheets – Features by Release Newsletter Email Distribution list
(Customer) & (Partner)
Siebel CRM Ideas (Collaboration)
Virtual CAB replays
44 Copyright © 2020, Oracle and/or its affiliatesMonthly Siebel CRM Virtual CAB Meeting Replays
What your team might have missed?
Field Service UX success Contact Center integration Successful Upgrade from OpenUI eCommerce portal
with React UI with Skype for Business IP15 to 19.7 and UX improvement
Successful Upgrade to 19.x Upgrade to 17.6, zero Successful upgrade to 18.x &
Successful upgrade to 18.x
for Siebel Loyalty in Retail downtime & Workspaces upgrade best practices
Siebel 20.x future platform
Enhanced UX and intelligent Successful Upgrade to 19.x
DevOps & CI/CD with with Docker enabling
search for UKs leading for large public sector
downtime improvement Process Mining and AI for
healthcare institution healthcare organization
improved insights
45 Copyright © 2020, Oracle and/or its affiliatesTake the Siebel CRM
Innovation Survey
Let us help you kickstart your
Siebel CRM transformation
https://go.oracle.com/siebelcrm-innovation
46 Copyright © 2020, Oracle and/or its affiliatesStay Connected blogs.oracle.com/siebelcrm
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