1

HCL’s Siebel Services & Solutions

2

Section 4

Section 2

Section 1

Section 3

HCL’s Siebel Services and Solutions

HCL Methodology and Approach

Agenda

HCL’s Accelerated Implementation Solutions

HCL Industry Solutions – Life Sciences

HCL End-to-End Solutions ProviderSection 6

HCL Siebel Technical Tools and SolutionsSection 5

3

HCL’s Siebel Services and Solutions

4

Services across – Consulting , Package Implementation, ASM , Upgrades & Migration

Global deployment methodology for Siebel implementation & application support

Real time integration using Siebel / custom adaptors to create an integrated CRM landscape

Well define data migration approach from legacy applications to Siebel

Products

Certification

People

Customers

Industries

300+ Siebel resources

Siebel e Business Applications

Sales, Service, Marketing, Field Service

Analytics Siebel EAI, EIM

Siebel Verticals – LS, Hi-Tech, MPE, BSFI

Certified Advantage Partner

Certified Siebel Consultants

35+ customers worldwide

Life Sciences, Manufacturing, Hi Tech,

Telecom, Media & Publishing ,

Banking/ Capital Market and Insurance

Industry Partnership:

Oracle Certified Advantage Partner

EAI – Vitri and Tibco

Testing – Mercury, Interactive and Silknet

Over 35 Engagements Executed, 10000+ person months of experience

Multi-location, Multi-functional, Multi-Technology engagements

Siebel Alliance for 7+ Years10000 person month of successful Siebel Implementation

HCL Siebel Practice Highlights

5

Accelerated Implementation Solutions

Siebel CRM, MDM & Analytics

Services

HCL’s Siebel Services and Solutions

Testing / ValidationTesting / Validation

eLearning / TrainingeLearning / Training

Integration & Data MigrationIntegration & Data Migration

Implementation and UpgradeImplementation and Upgrade

Roadmap & BlueprintRoadmap & Blueprint

Business & Technology Consulting

Infrastructure SupportInfrastructure Support

Program SupportProgram Support

Technical SupportTechnical Support

Business SupportBusiness Support

Application Maintenance & Support

Siebel Solutions Lab Siebel Business Process Accelerator Siebel Business Solutions Siebel Productivity Kit

• Industry solutions building

• Product access to customers

• Product and PIP development with Oracle

• Industry specific leading practice process maps and SOPs

• Tools and Templates• Prebuilt functional and compliance

scripts

• Industry specific Fit Gap solutions and KPI dashboards

• eLearning Solutions• Training Lab

Siebel CoE

Tools, Solutions & People Building

HCL Resources Training and CertificationHCL Resources Training and Certification

Accelerated Implementation SolutionsAccelerated Implementation Solutions

Project Tools & TemplatesProject Tools & Templates

Global Data Migration FrameworkGlobal Data Migration Framework

Global Deployment FrameworkGlobal Deployment Framework

Implementation & Upgrade MethodologyImplementation & Upgrade Methodology

BSFIBSFI

MPEMPE

Hi-techHi-tech

Life SciencesLife Sciences

Industry Specific Practices

6

Accelerated Implementation Solutions

7

HCL’s Accelerated Implementation Solutions (AIS)

Siebel Solutions Lab Siebel Business Process Accelerator Siebel Business Solutions Siebel Productivity Kit

• Industry solutions building

• Product access to customers

• Product and PIP development with Oracle

• Industry specific leading practice process maps and SOPs

• Tools and Templates• Prebuilt functional and compliance

scripts

• Industry specific Fit Gap solutions and KPI dashboards

• eLearning Solutions• Training Lab

AIS framework helps customers to bring product/solutions to the market fast and leverage leading industry practices to adapt and create unique solutions

HCL’s AIS framework is developed based on HCL’s deep understanding of business and technology challenges and need

HCL refines and develops AIS components based on project implementation experience and proactive investment to transform Siebel implementation

Some of the AIS solutions are joint/co-developed by Oracle and HCL

8

SPKBPA

SBS

Siebel Solutions Lab Siebel Solutions Lab

Siebel Business Solutions

Siebel Business Solutions

Business Process Accelerator

Business Process Accelerator

Siebel Productivity Kit

Siebel Productivity Kit

SSL

Solution: IP creation, Oracle product access and product dev with Oracle.

Value: Evaluate latest Oracle products and HCL IP before deploying to reduce TCO.

Solution: IP creation, Oracle product access and product dev with Oracle.

Value: Evaluate latest Oracle products and HCL IP before deploying to reduce TCO.

Solution: Prepackaged solution stacks.

Value: Product gap fitment, enhanced processes to increase ROI.

Solution: Prepackaged solution stacks.

Value: Product gap fitment, enhanced processes to increase ROI.

Solution: Preconfigured, interactive and ready to customize training solutions.

Value: Increase user adoption thus enabling efficient change management.

Solution: Preconfigured, interactive and ready to customize training solutions.

Value: Increase user adoption thus enabling efficient change management.

Solution: Ready to customize industry leading processes and business SOPs.

Value: Faster product / solutions to market. Reduce TCO and increase ROI with prebuilt solutions.

Solution: Ready to customize industry leading processes and business SOPs.

Value: Faster product / solutions to market. Reduce TCO and increase ROI with prebuilt solutions.

HCL’s Accelerated Implementation SolutionsValue Proposition

Value Centric

AIS

Siebel Services Solutions to Market

9

AIS Components and Advantages

10

Siebel Solutions Lab (SSL)

Highlights Access to Oracle’s latest products and HCL’s

IP solutions Customer specific environments and weekly

data refresh for privacy Access to Oracle product strategy and

development group

Advantages Helps customers to understand Oracle product roadmap for in efficient planning Evaluate HCL’s IP solutions for bringing product to the market fast Evaluate prebuilt PIPs (Process Integration Packages) for integration planning Customers get quick access to the Oracle Product Development group for any

High Priority issues

11

Business Process Accelerator (BPA)

Highlights Access to industry leading process maps and

SOPs Prebuilt functional and validation scripts Tools and Templates for implementation and

upgrade

Advantages Helps customers in efficient project planning and scope definition Helps bringing product to the market much faster by adopting predefined

processes and SOPs or customize them for unique solutions Helps the customers adopt leading industry business processes and there by

reduce the complexity of their application as well as the TCO Tools and Templates that are refined with multiple project experience acts as

enablers for better project management and process

Sankyo US: Spontaneous Cases from North America Region

Vic

e Pre

siden

tD

ata

Entry

Ass

ocia

teD

irec

tor

Adm

in

Start

AE receipt, fax conf., entry into

case log, create & label (may be

partial) case file

Triage

Data Entry(unless already performed by

PPD)

Case Assessment (narrative, coding,

seriousness, labeling,

reportability, and check data entry)

Serious?

Review and Closure

Fax/release case to Japan,

Germany and partner

Y

N

End

N

Prepare documents for

regulatory affairs

Y Expedited to FDA?

Approve Case

Submit to FDA via regulatory affairs

Send follow up letters as needed

A

A

B

B

12

Siebel Business Solutions (SBS)

Highlights Packaged industry and horizontal solutions Testing and validation starter kit Solutions built along with Oracle

Advantages Increase productivity by implementing prebuilt solutions Product fit gap solutions for adopting leading best practices Helps bringing product to the market much faster by adopting predefined

solutions or customize them for unique value proposition

13

Siebel Productivity Kit (SPK)

Highlights Solutions and templates for efficient training to

attain better user adoption Enable proficient change management Measurable outcome based online and print-

based solutions

Advantages Robust end-to-end role based training solutions Ongoing training and measurable components Efficient deliverables using Teasers, eLearning, Summary card, etc., Predefined training processes and SOPs as an efficient Change management

tool to increase user adoption

Communication

Training

Measurement

Support and Reinforcement

Business Alignment

Change Management

14

HCL’s Methodology

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HCL’s Siebel Implementation RoadmapLeveraging Offshore Onsite Delivery to Reduce TCO

HCL Siebel Implementation Methodology

PlanningDefine &

PlanRequirement

s Analysis

Construction

DesignConfigure & Prototype

DeploymentValidate &

TrainDeploy & Sustain

Onsite – 90%Offshore – 10%Savings – 22%

Onsite – 20%Offshore – 80%Saving – 50%

Onsite – 50%Offshore – 50%Savings – 30%

Phase 1PLAN

Phase 2 DEFINE

Phase 5CONFIGURE

Phase 7DEPLOY

Phase 4 DESIGN

Phase 8 SUSTAIN

Accelerated Implementation Solution

Project / Risk Management

Engagement Management

Change / Release Management

Siebel eRoad Map

Phase 3DISCOVER

Phase 6VALIDATE

16

Industry Solutions -Life Sciences

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Practice Overview

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Global provider of IT Services

Over 55000 employees

$5 Billion in revenue

Offices in 18 countries

Works on large scale global implementation / support engagements

2500+ strong Oracle Practice

Expertise across the Oracle Product suite

Strong focus on Life Sciences – partner with leading Pharmaceutical & Medical Devices companies

1500+ domain & technology consultants addressing Ethical, Generics & OTC segments

Working with 9 of the top 15 global innovator Pharma companies ; and 7 of the top 10 global medical devices companies

Dedicated COE for Clinical Data Management & CTMS

HCL TechnologiesHCL’s Oracle

PracticeLife Sciences

Practice

HCL’s Life Sciences and Oracle Practice

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HCL’s Life Sciences Practice

CliniCOTS, Panax Finder, RxCube, easy labeling, CrosSView, ELM, MQMS, WIXA

9 of the top 15 global innovator pharma companies7 of the top 10 medical devices companies

1500 + strong team of domain and technical consultants

Industry Segments

Key Clientele

Global PartnershipsTokushima University, Supercomputing center for Bioinformatics & Computational Biology, IIT Delhi

Consultants

IPR & Solution frameworks

Pharmaceutical, Biotech, Medical Device, Healthcare Service Providers & ISVs

Quality and ProcessesBS 7799

ISO 13485; 2003, AAMI SW68-2001, ISO14971, IEC 60601 DICOM, HL7, 21 CFR Part 11, 21 CFR Part 820 & SOX ComplianceCertifications & Capabilities

DIA , CDISC, ACDM, SCDM, AdvaMedMemberships

Domain-centric Approach - Consultants with 6-30 years work experience with Global Life Sciences & Healthcare OrganizationsCustomer facing AM/RMs from leading B-Schools like Kellogg's, Wharton, AIM-Manila, IIMs etc

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Life Sciences IndustryChallenges & Key Drivers

21

The Challenges

Life Sciences Industry

Life Sciences Industry

Drug Pipelines Drying Up

Intense Competition

Margins Under

Pressure

Diligence In Compliance

Issues

22

Key Drivers

Business Drivers

Pricing Pressures

Field

Sal

es O

perat

ions

Effici

ency

Restrictive Regulatory

Environments

Maximizing Commercial Success

Clinical Trial Efficiency

IT D

rive

rs

Inconsistent, Siloed CRM

Systems

High Maintenance Costs Due To Multiple

Archaic Systems

Increased IT Spend Due To Increased

Customization

23

HCL’s Life Sciences SFA Solutions

24

24

Robust SFA from Oracle – Siebel Pharma

• Extensive domain expertise

• Strong Siebel Competency & knowledge of Siebel Pharma

iPharma - For Rapid Deployment of a Robust CRM Solution

Strength in Siebel / Life Sciences

• Advanced Siebel CRM Solution for the Pharma Industry – Sales Force Management

• Readily deployable, User-friendly CRM system

• Empowers Pharma companies to manage Sales Force effectively

Siebel iPharma

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HCL-Siebel Industry SolutionsLife Sciences: SFA

I-Pharma Modules

Territory Management

Account & Contact Mgmt

Activity Mgmt.Report

Analytics

Expense, Quota & Incentive

Management

Event Management

Differentiators

BenefitsSales ForceSales Force MarketingMarketing ManagementManagement

Better Visibility & Control

Increased Sales Force Effectiveness

Territory Analysis &KOL Management

Compliance to Gift Reporting Laws

Implementation & ROI Analysis

Strategic Decisions &Track Productivity

Enhanced customer focus &Productivity

User friendly & intuitive work flows

Efficient TL Management

Timely feed back to Sales Rep

Instant real time access to sales team activities

Efficient Time Management

Real Time ROI Analysis

Promotion Effectiveness

Customer Feedback

Improved Customer Segmentation

Brand Trend Analysis

Program Implementation Analysis

Activities are created by Ops Team & assigned to Sales Rep. Easy assignment and realignment

of calls

Activities are created by Ops Team & assigned to Sales Rep. Easy assignment and realignment

of calls

Manage and leverage KOL relationships. Call list with frequency for KOL, SK and products to

be discussed

Manage and leverage KOL relationships. Call list with frequency for KOL, SK and products to

be discussed

DM activities, dual days, team details and others can be tracked.

DM activities, dual days, team details and others can be tracked.

Formal feedback and online coaching process Formal feedback and online coaching process

Training and coaching needs of sales team can be analyzed and planned

Training and coaching needs of sales team can be analyzed and planned

Support for Ops Team

Support for Ops Team

KOL Management & Call List

KOL Management & Call List

District Manager Support

District Manager Support

Feedback and Coaching

Feedback and Coaching

Knowledge ManagementKnowledge

Management

Aids in planning, analyzing and tracking of territory sales objectives on a periodic basisAids in planning, analyzing and tracking of

territory sales objectives on a periodic basis

Evaluate potential, estimate sales, segment, benchmark and plan

Evaluate potential, estimate sales, segment, benchmark and plan

Real time call scheduling with alerts in a convenient way

Real time call scheduling with alerts in a convenient way

Call reporting process is automated, less time consuming, aids in call details & Rx analysis,

samples management

Call reporting process is automated, less time consuming, aids in call details & Rx analysis,

samples management

Territory Objectives Management

Territory Objectives Management

Account ProfilingAccount Profiling

Call PlanningCall Planning

Call Reporting & Activity Management

Call Reporting & Activity Management

Relevant details automatically populatedRelevant details automatically populatedExpense

ManagementExpense

Management

Events ManagementEvents Management Plan, design, reminder and ROI of events, budget tracking, alerts, Comparative analysis

Plan, design, reminder and ROI of events, budget tracking, alerts, Comparative analysis

26

iPharma SFA Processes - Sample

STARTGo to

Call ListSelect a Contact

Record Date & Duration

Record Call Objective and

Post-call notes

Any change in product(s) detailed?

Change product(s)

detailed

Any change in sample(s) dropped?

Change sample(s) dropped

Record samples

dropped & Elec. Signature

Any change in promotional item(s)

dropped?

Change promotional

item(s) dropped

Is it a Joint Call?Check the

Joint Call box

Report Call

NoNoNoYes

No Yes Yes Yes

END

STARTGo to

Master Data

Select Team Member(Users)

Click “Create Activity”

Activities created in Call

List as per Metrics

END

Syndicated Data

Define Territories

Allocate Territories

Plan Calls

Plan Programs(Campaigns &

Events)

Execute Calls

Execute Programs

Report Calls

Report Programs

Manage Accounts

Manage Contacts

Activity Management

Reports

Load Syndicated

Data

Sales Operations

Management

Expense Management

Quota & Incentive

Management

Call Reporting Process Activity Creation Process

SFA High-Level Process

Operations Management

Customized in iPharma

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Sales Force

Marketing Team

Management Team

•Analysis & Tracking of Marketing Programs Implementation

•Better Customer segmentation and direction of Marketing

inputs

•Brand Trend Analysis & Best practices

• User friendly & intuitive work flows

• Instant real time access to Sales team activities

• Better Insights into Customer Rx trends

• Efficient TL Management

•Timely Feedback to Sales Rep

•Better visibility & Control

•Instant access to Territory wise / Region wise &

consolidated reports

•Efficient Territory & KOL Management

•Productivity of sales team & Managers can be tracked

•Best practices sharing

•Implementation & ROI Analysis

Benefits of iPharma

28

HCL’s Life Sciences Validation Solutions

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HCL-Siebel Industry SolutionsLife Sciences: IV & V Starter Kit

Good Computer Practice in Life Science Manufacturing delineates GCP, GLP, and GMP regulatory requirements and provides guidance from seasoned practitioners on how to fulfill them. The complexities surrounding the validation of a wide variety of automated systems including Siebel requires set of scripts to validate the compliance of the system.

HCL’s Siebel IV&V Starter Kit is set of validation scripts and processes. Its features are:

Preconfigured based on Siebel Life Sciences functional areas

Easy to customize based on customer implementation

Automated and ready use out-of-the-box package

Background

Description

A Snapshot

Business Benefits

Facilitates faster implementation or upgrade of Siebel LS apps by reducing validation cycle

Prepackaged and automated for easy deployment to reduce time to market

Enables efficient validation planning and execution to comply with regulations

30

HCL’s Life Sciences FDA Integration Solutions

31

HCL-Siebel Industry SolutionsLife Sciences: e-MDR

FDA & CDRH have initiated electronic Medical Device Reporting (eMDR) to enable industry partners to voluntarily submit medical device adverse event reports electronically.

HCL’s Siebel eMDR Tool is a plug-in for Siebel AECM module. Its features are:

Automates the submission of regulatory reports to FDA through its Electronic Submissions Gateway (ESG)

It populates data from fields and generates XML

• Automatically directs the XML to FDA Gateway and accepts acknowledgements from FDA

Background

Description

Siebel AECM

Field Data

FDA Gateway Server(ESG)

FDA Gateway Server(ESG)

CDRH eMDR

eMDR Tool

FDA

1

2

3

XML Strea

m

1

2

3

Acknowledgement from ESG on message delivery

Acknowledgement from ESG on submission to CDRH

Acknowledgement from CDRH on loading of submission into AE database

A Snapshot

Business Benefits

Facilitates speedy reporting to FDA

Automatically accepts and routes FDA acknowledgements to database

Guaranteed reporting as communication takes place directly with FDA’s ESG Server

32

HCL-Siebel Industry SolutionsLife Sciences: AERS

FDA has mandated the electronic submission of Adverse Events Reports through its Electronic Gateway Server. This requires industry partners to voluntarily submit Adverse Event reports electronically to the FDA.

HCL’s Siebel AERS Tool is a plug-in for Siebel AECM module. Its features are:

Automates the submission of regulatory reports to FDA through its Electronic Submissions Gateway (ESG)

It populates data from fields and generates XML

• Automatically directs the XML to FDA Gateway and accepts acknowledgements from FDA

Background

Description

A Snapshot

Business Benefits

Facilitates speedy reporting to FDA

Automatically accepts and routes FDA acknowledgements to database

Guaranteed reporting as communication takes place directly with FDA’s ESG Server

Siebel AECM

Field Data

FDA Gateway Server(ESG)

FDA Gateway Server(ESG)

HCL’s Siebel AERS Tool

1

XML

1

2

Acknowledgement from ESG on receipt of submissionAcknowledgement by AERS system after the report is processed

3

CDERCDER

Evaluation Center

AERS SystemAERS

System

2

33

HCL’s Data Integration and Migration Solutions

34

Business Benefits

Facilitates real-time and batch integration with Market applications (IMS, Cegedim, ERP etc)

Built-in failover and Error handling for easy identification & resolution of issues

Highly scalable and multi-country deployment

Most Pharma companies exchange data between the CRM and external systems (IMS etc..), Internal systems (SAP, MDM, Clinical etc..). The HCL Integration framework helps builds the interfaces based on past experiences in the Pharma Industry.

HCL’s Siebel Integration Framework is a Integration strategy to help customer’s build on a proven set of standards and methods Its features are:

Identifies technologies for real-time & batch integration between systems

Leverages existing methods for integration between CRM and external systems

• Ensures Process integrity between systems by re-using components

Background

Description

HCL-Siebel Industry SolutionsLife Sciences: Integration Accelerator

35

A governance framework that involves key stakeholders from Business and IT

Migrate data fast, over the network, and without disrupting its business critical applications

Maintain Data Quality and Integrity during migration

Ensuring zero data loss

Minimize impact on other enterprise applications

Reusable and scalable Data migration framework

HCL-Siebel Data Migration Accelerator

Advantages

Description Data Migration Process

A governance framework that involves key stakeholders from Business and IT

Minimize business impact during data migration

By Introducing technologies that can be reused, less resource dependent and avoid manual intervention

Data Migration components that is reusable, scalable and adaptable for multi-region/ country deployments

Proven data migration methodology Significant reduction of extraction and loading time A modular approach to Data Migration where each module

is independent of the other (Extraction, De-Dup & Load) Zero Data Loss: HCL’s Data Migration knowledge and

technology framework enables Zero Data Loss ETL tool based migration to reduce development and data

migration effort Minimum impact to existing business - Delta data loads to

migrate data after initial load HCL’s pre-built Siebel EIM data load component

Challenges

36

HCL Siebel Technical Tools & Solutions

37

HCL Siebel Technical Tools & SolutionsReducing the Time to Upgrade and Implementation

Tool Name Description Benefits

Upgrade Relevan

cePhase

Mapping

SmartMigrate

Data Migration mapping from multiple source databases to the target database. This tool supports the migration of Images, Graphs and Raw Data.

•Reduces the data mapping error and increases the productivity using user friendly GUI supported by the tool•Capable of extracting and loading data in various file formats. HIGH

Construction

ELCON – Easy LayoutConverter

This tool converts the web template layout to the GRID Layout for Form Applets Alignment after upgrade (when upgraded from Siebel 7.5 to higher versions).

•Automated positioning of controls reduces the effort taken for alignment and there by reduces the cost.

MEDIUMConstruction

LOV Loader

Helps in bulk upload of LOVs across various environments and has a routine to upload hierarchical LOVs too.

•Increases users productivity to upload LOVs instead of creating it manually.•Useful while setting up the environment MEDIUM

Construction

EzyMigrate

Tools for Migrating static data for standard Siebel entities like views, responsibilities, position, employee and product.

•Easy to use by the end users•Saves lot of time while setting up different environment as well as for initial upload of data into a new environment MEDIUM

Construction

CrossFITIt's a Cross platform framework which focus on SOA/Middleware testing LOW

Construction

38

HCL Siebel Technical Tools & SolutionsReducing the Time to Upgrade and Implementation

Tool Name Description Benefits

Upgrade Relevanc

ePhase

Mapping

Component Monitor

This tool continuously monitors the Siebel Component like Communication Inbound/Outbound Manager, Email Manager, EIM, Server Manager, WF Process Manager, WF Monitor Agent in Production Server and remote server components.

•No need for administrators to monitor as the tool will automatically send an alert whenever there is a problem in any of the components and hence increases the effectiveness of resource utilization. LOW

Deployment

Query Monitor

Captures Long running queries in Siebel and log it in a readily available format for any performance analysis. Performance correlation should be done against the counters collected from the System Performance Monitor for the CPU, Memory & Physical disk usage

•Can prevent potential performance issues before it arises•Avoid bringing down users productivity by tracking the performance of the application

LOW

Construction/ Deployment

Password Encryption

Encrypts/Decrypts the password from the COM program connecting to Siebel. This tool uses Advanced Encryption Standards (AES - RijnDael 128-bit algorithm) for encryption and decryption of data and can be implemented in PERL, SQLPLUS, SQLLDR, VB and EXCEL MACRO

•Securing the login credentials of the application user ids that is both cost-effective, relatively easy to implement and maintain. LOW

Construction

EzMerge

Bulk merge of duplicate records based on defined criteria for contacts, accounts, addresses etc.

•Reduces the time taken to identify the duplicate record.•While merging the duplicate records tool takes care of the link with other entities. LOW

Deployment

Product Loader

To Upload Product information across environments – along with the class and attribute relationship

•Easy to use by the end users•Relationship between the products, classes and attributes are maintained when creating products MEDIUM

Construction

39

HCL End-to-End Solutions Provider

40

Technical Issue Resolution

FU

NC

TIO

NA

L C

OM

PE

TE

NC

E

TECHNICAL COMPETENCE

H

I

G

H

L

O

W

HCL as CRM Strategy Partner

HIGH

CRM COERequirement Definition

Functional Design

Application Architecture / Environment Sizing

Siebel Development

Integration Development

Analytics & Reports Development

Testing

Training

Application Administration

Application Enhancements

Siebel Server Administration

Decommission & Data Migration

Application Monitoring

HCL as CRM Implementation Partner

LOW

Technical Design

Planning Exploration

Business Helpdesk

Application Hosting

Implementation Support & Maintenance

CRM Blue Print / Road Map

HCL End-to-End Solutions Provider CRM Implementation Components

Deployment

MDM Development

Time

HCL: CRM Strategy Partner

HCL: Implementation Partner

HCL: Support Partner

HCL as CRM Support Partner

41

Key Differentiators

HCL Advantage

Multi-Service Integrationand Service Innovation

Forward Looking Customers 

Business Outcome Based Pricing

Innovative Partnership Structures

42

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