Presentation Title Arial 28pt Bold Agilent Blue
Download
Report
Transcript Presentation Title Arial 28pt Bold Agilent Blue
OAUG Training Day
Bharath Natarajan
Hieu Doan
Agilent Technologies
Page 1
Agilent Siebel Program
4/13/2015
Agilent at a glance (FY09 Data)
$4.5 Billion FY 2009 annual revenue
18,500 employees
Customers in 110+ countries
60+ year heritage of
invention and innovation
Page 2
Agilent Siebel Program
4/13/2015
Agilent Strategic Intent
Measurement solutions partner to every
engineer, service provider, and scientist in
the electronics and bio-analytical markets
Measures of Success:
Best-in-industry satisfaction and loyalty among our customers
Best-in-industry leadership as measured by our employees
Outpace the growth of the market
Superior return to our shareholders
Page 3
Agilent Siebel Program
4/13/2015
Current Landscape of Major Systems
Simplified BI Reference Architecture
ABRT
Website
Standard
Reports
Hyperion
System 9
OBIEE+
Essbase
OBIEE+
TM1
Sales
Comp
Query &
Analysis
HR DSS
Calibration
Global Data
Warehouse
OBIA Supply Chain
& OM Analytics
OBIEE+
EMG
Operational
Reports
MatrixOne
GL,
AR
APCC
OBIEE+
Siebel
Analytics
OBIA
Warehouse
Informatica ETL
Oracle ERP
Transactional
OBIEE+
SAP ERP
SAP CRM
Legacy
Systems
Informatica ETL
Oracle
Incentive
Compensation
PeopleSoft
Siebel CRM
Orders
LSG/CAG Service & Parts Orders
PLM Data
Bridge
Polaris
Oracle ERP
Planning
SAP BI
Orders
EMG, LSG/CAG Support Agreements
EMG Service & Parts Orders
Page 4
Agilent Siebel Program
4/13/2015
BI@Agilent
ERP Reporting
Custom OBIEE solution for HR and Sales Compensation
Hyperion System 9
Essbase
OBIA 7.9.6.2 - Supply Chain Analytics/Procurement and
Spend (In- Progress)
Advanced Planning Command Center (In- Progress)
Major sources – Oracle EBS, SAP, Peoplesoft, Siebel,
MatrixOne and several custom applications
Page 5
Agilent Siebel Program
4/13/2015
BI@Agilent
CRM Reporting
OBIA – Sales (including Channel) , Marketing, Call Center and
Service Analytics
Major Sources – Siebel CRM, Oracle ERP and Incentive
Compensation
Recent OBIA projects in CRM space –
- Project Neptune 11/08-6/09 - Siebel 8.x & OBIA
7.9.5 - Sales, Marketing, Call Center to Americas
- Project Neptune 2.0 11/09-6/10 - Siebel 8.x & OBIA
7.9.5 - Sales, Marketing, PRM, Call Center to APAC/JPN
- Project Neptune 3.0 11/10-6/11 - Siebel 8.x & OBIA
7.9.5 - Sales, Marketing, PRM, Call Center to EMEA
Page 6
Agilent Siebel Program
4/13/2015
Problem Statement
What were we trying to solve?
Sales, Marketing, Channel and Call Center businesses were
completely disconnected
Different regions had different tools
No closed loop reporting available
Lots of manually intensive processes
No one view of the customer
How did we solve it?
Automation of data collection and aggregation
Standard enterprise level business processes
Scalable platforms (single CRM global instance)
360 degree view of the customer
Page 7
Agilent Siebel Program
4/13/2015
Solution Approach
Tool Selection
Siebel CRM, PRM and BI Apps 7.9.5 were chosen
• Siebel was the incumbent CRM solution for Service
• Siebel provided the end to end solution for the Sales,
Channel, Call Center and Marketing businesses
• Pre-built Informatica ETL and Subject Areas as part of BI
Apps was a very important consideration
Approach
• OOTB Siebel approach was taken as much as possible
• BI OOTB Subject Areas were leveraged in addition to custom
built Subject Areas
Page 8
Agilent Siebel Program
4/13/2015
Solution Approach – Subject Areas Implemented
Sales/Channel
Marketing
Call Center
Service (existing)
Pipeline
Campaign & Event
Analysis
Service Request
Analysis
Service Orders
Analysis
Forecasting
Planning &
Budgeting
Quote and Order Service
Request
Agreements
Analysis
Sales Rep
Performance
(Custom)
Customer Analysis
Activity Analysis
Partner Analysis
10+ Segmentation
subject areas
Page 9
Hub Analytics
(Custom)
Agilent Siebel Program
4/13/2015
Benefits Achieved - Example
Page 10
Agilent Siebel Program
4/13/2015
Benefits Achieved – Integrated With Siebel CRM
Page 11
Agilent Siebel Program
4/13/2015
Benefits Achieved – Integrated Pipeline Reporting
Page 12
Agilent Siebel Program
4/13/2015
Benefits Achieved – Segmentation
Page 13
Agilent Siebel Program
4/13/2015
Sample Custom Subject Areas
Sales Rep Performance
• Provides comparison of pipeline, quote, forecast and actual
• Data is at a monthly level for each sales rep
• Snapshot data every month
• Historical sales hierarchy as well as current sales hierarchy
• Data from multiple sources
Agilent Customer Summary
• Used for Account and Contact research
• Used to determine active and passive customers
• Contains first and last interactions
• Custom facts at account and contact levels
Page 14
Agilent Siebel Program
4/13/2015
Sample Custom Subject Areas
OBIEE+
OBIEE+
Customer Summary
Subject Area
Sales Performance
Subject Area
CRM
Warehouse
Informatica / PLSQL ETL
Oracle Incentive
Compensation
Oracle ERP
All Orders
Siebel CRM
Quota
EMG, LSG/CAG Support Agreements
EMG Service & Parts Orders
Assets / Master Data
Page 15
Agilent Siebel Program
4/13/2015
Customization – Sales Rep Performance SA
Page 16
Agilent Siebel Program
4/13/2015
Customization – Agilent Customer Summary
Page 17
Agilent Siebel Program
4/13/2015
Lessons Learned
Do not try to replicate legacy reports in OBIA
• New tool – New philosophy/New Approach
Engage at the executive level in the business
• Do not promote downloads into Excel and email to
executives – Encourage the executives to use the
dashboards (very important for adoption)
Stagger the OLAP design and development behind OLTP if
working on a large project
• Go live at least a few weeks later on OLAP
• Have contingency plans to pull critical reports till
then
Page 18
Agilent Siebel Program
4/13/2015
Lessons Learned
Do not underestimate complexity of the OBIA upgrade
• We did not understand the nuances of the upgrade
on the ETL side until much later into the program
Understand the OOTB subject areas in detail before
design for customization
Data validation and testing
• Make sure subject matter experts from the business
who understand the data are available
Allocate sufficient time for report development after the
initial deployment
• Minimum of three months is when the report
developers were able to be self sufficient
Page 19
Agilent Siebel Program
4/13/2015
Lessons Learned
Do not attempt a big bang roll out
• Roll out one (or a few) subject areas at a time
• Let power users test and build reports and dashboards
Performance trumps incremental functionality
• Increasing complexity at the expense of performance is
not going to work.
• Focus on performance from the beginning on the project
Page 20
Agilent Siebel Program
4/13/2015
Page 21
Agilent Siebel Program
4/13/2015