Telecom capabilities in Oracle Universe

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Oracle Practice Snapshot

HorizontalApplications

1. Oracle E-Business Suite 11i, R12,12.1

2. PeopleSoft 8.3, 9.0,9.1

3. Siebel 7.x, 8.0

4. JD Edwards – XE & E1

Industry Applications

1. Oracle Life Sciences

2. Oracle Utilities

New Dimension Applications

1. OTM

2. Demantra

Analytics1. OBIEE

2. Hyperion

Global Rollout

Implementations, Configuration & Development

Design & Product Blue Print

Application Management/ Operations Consolidation

Upgrade and Migration

Assessment Services

Oracle Technologies

1. SOA & BPM

2. Portal and Content Mgmt.

3. IDM

4. Database11g

Co Development

Deployment & Maintenance

A 2500+ strong Oracle Practice with 200+ customers spread across North America, Europe, the Middle East, APAC and the ANZ regions.

Investment in Oracle Solution labs to accelerate product development & solution capabilities

Oracle Partnership

Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components

Strategic Enablers

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Our Vertical Representation

Hitech and Mfg Life Sciences Retail and CPG

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Siebel AECM – FDA Integration for Medical Devices reporting, Siebel for

BA/BE studies, InHouse©

Oracle Life Sciences, EBS. PeopleSoft, JDE, Demantra, Siebel, Hyperion,

OBIEE, Fusion and DBA

Fabless Mfg., VSOE, Shipment Solution, Contract Management

Solution & InHouse©

Oracle EBS. PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA

Track & Trace, Merchandizing and Point of Sale Solution

Retek, EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA

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Our Vertical RepresentationV

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BFSI

End-to-End integrated Insurance solution

EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE,

Fusion and DBA

Travel and Logistics

OTM, Oracle E-Bus, PeopleSoft, Siebel, Hyperion,

OBIEE, Fusion and DBA

Media and Communications

Siebel, Oracle EBS, PeopleSoft, Hyperion,

OBIEE, Fusion and DBA

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Case Management Solution and PIIMS Solution on Siebel

Siebel, EBS, PeopleSoft, Hyperion, OBIEE,Fusion and DBA

Oracle Relationship – Step Change Partnership

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Oracle Universe – Analyst Talk

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HCL has been growing rapidly at more than 50% year-over-year, particularly in industries like communications, financial services, high-tech, manufacturing, and transportation and logistics… received very strong marks on value for the money from its client references.

HCLA Strong Performer

“HCL collaborated with Oracle to architect and implement one of the first E-Business Suite R12 solutions in the solar industry. As an Oracle Certified

Advantage Partner, HCL provides customers like Solfocus with a competitive edge in leveraging industry expertise along with the in-depth knowledge of Oracle

Application features and functionalities,”

- Doug Kennedy, Oracle SVP of WW Alliances and Channels

Telecom in HCL

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Leading offshore IT service provider in Telecom

10000+ technology & domain consultants

Micro verticalization strategy for deeper domain understanding and leadership

Dominant player in the Telecom technology Vendor micro-vertical

Investments in future growth areas – VoIP / IMS, UC

Transformational deal with a leading Tier 1 CSP in Europe

12+ year of engagement with a leading Networking OEM

HighlightsHighlights Revenues - $ 272 M

(12.5% of HCL TechRevenues)

Practice EvolutionPractice Evolution

Legacy NetworksLegacy Networks Hybrid NetworksHybrid Networks AII IPAII IP

1980s1980s 1990s1990s 2000s2000s CurrentCurrent• Stallion-Digital PBX

• Tusker – PC based Telex

• Protocol Stacks (ISDN/QSIG/MGCP)

• HP Ovintegration• L2 Switches, RAS• Media Gateway• 2G GSM• IPv4• Messaging – SMS• OS for network Equipment

• NMS

• SIP based Solutions• Web based Solutions• QoS policy tool• Billing Solution• Home Gateways• IPv6• 3G Test Suite• Stack Up• VAS• WiFi

• IMS• Diameter Stack• Unified billing solution

• WiMAX• NG NMS

Product Services Solution

HCL’s Telecom PracticeHCL’s Telecom Practice

Migration and TestingMigration and Testing

Consulting and System IntegrationConsulting and System Integration

ADM, Infrastructure ServicesADM, Infrastructure Services

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Telecom Service ProvidersTelecom Service Providers

Telecom Service Offerings

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Oracle Universe – Telecom Clients

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Implementation of Siebel Analytics 7.8.4Implementation of Siebel Analytics 7.8.4

One of the largest clients of HCL; Complete Application Support and Maintenance of Siebel, Peoplesoft and Oracle Incentive Compensation.

One of the largest clients of HCL; Complete Application Support and Maintenance of Siebel, Peoplesoft and Oracle Incentive Compensation.

Implementation of Oracle EBS R12 and Siebel 8.0; Data migration from SAP to Oracle and Goldmine to Siebel; Data integration using Oracle AIA

Implementation of Oracle EBS R12 and Siebel 8.0; Data migration from SAP to Oracle and Goldmine to Siebel; Data integration using Oracle AIA

Implementation of Peoplesoft CRM 8.9;Integration of the CRM solution with Order Management and 3rd party applications.

Implementation of Peoplesoft CRM 8.9;Integration of the CRM solution with Order Management and 3rd party applications.

Support of Oracle EBS; Database upgrade from 9i to 10g; Implementation of Oracle Warehouse Builder; Platform migration from AIX to Linux

Support of Oracle EBS; Database upgrade from 9i to 10g; Implementation of Oracle Warehouse Builder; Platform migration from AIX to Linux

Implementation of Siebel 7.5 product Configurator; Data mapping between legacy applications and Siebel

Implementation of Siebel 7.5 product Configurator; Data mapping between legacy applications and Siebel

Upgrade from Peoplesoft 8.3 to 8.9 and also of People tools from 8.43 to 8.46

Upgrade from Peoplesoft 8.3 to 8.9 and also of People tools from 8.43 to 8.46

AN ORACLE CASE STUDY

Industry: Telecom

Service Areas: Application Implémentation, Oracle DWHS Support, Upgrade, Maintenance, Help Desk; Database upgrade; Apps DBA Support; Testing

Topology: Oracle Apps 11i; Oracle Database 9i, 10g; Oracle Warehouse Builder(10g); RICE (Reports, Interfaces, Customizations, Extensions); Financial, CRM, OM & Distribution modules

The largest provider of conferencing services in Europe

CLIENT

Established as a stand-alone business unit in 1995 to focus on the growing opportunity in audio, video and data conferencing services; Today, a global company employing approx 2000 people with 1.4 million customers; Following the adoption of a global strategy in 1998, established businesses in France, Germany, the Netherlands, Italy, Japan, Hong Kong, Australia, USA and the UK; Headquartered in London, has two operational units based in the UK managing the global business in Europe, Asia and Australia.

CHALLENGES / OBJECTIVES

The challenge of integrating a large portfolio of services from various HCL business centers including application management, data warehousing, business intelligence, help-desk services, testing, etc.

Transition from third party individual contractors to the HCL team

Mitigate cross-cultural conflicts by undertaking intensive training on work ethics and client interfacing skills

To display on-the-spot problem solving and client handling skills as there have been a plethora of issues arising directly from the end-users

To reduce the cost of IT infrastructure

THE SOLUTION

Despite the challenges, our relationship with the client has been strengthened through the years achieving 100% SLA compliance. Array of services includes:

Onsite Functional and Technical support of Oracle Applications, Financials, and CRM modules

Oracle Express and OFA support; Testing Services Data warehouse – Design, Build and support Oracle Applications Database administration

We offered the following services for the OEBS 11i Performance Tuning / Migration:

Cross Platform Migration of the Oracle E-Business Suite 11i from Higher end UNIX (AIX 4.3.3) to Linux 3.0 ES. This migration was mainly initiated to reduce the cost wrt OEBS 11i

Improved the performance of the Database - mainly Month End Bill run Closure -

o Reconfigured EMC SAN by removing shared disks and allocated new disks not shared across GL, AP, AR and VBA (custom schema)

o IO on the system was too high and Month Bill run report like Mass Allocation was taking more than 2 days to complete. After SAN reconfiguration and moving AP, AP, GL and VBA data files to multiple disks (not shared across each other), DB performance improved drasticallyExamples:

o Mass Allocation took less than 2 hours to complete after making the changes

o B70 Move Data into Apps was completed in an hour when compared to 3 hours taken earlier

o The Auto Invoice Import program took only about 2.5 hours to complete the entire process

o Enabled VLM Memory on Linux 3.0 ES for Larger SGAo Pinned Frequently accessed packages in Oracle Memory for

faster retrieval

Client Speak… RESULTS / BENEFITS

Substantial reduction in the client’s staff by effective outsourcing, leading to a reduction in operational cost by 50%! Our robust resource management model facilitated quick ramp up at very short notice, allowing the client to address any sudden requirements

Our ability to provide end-to-end IT services, meant the client had the advantage of consolidating the number of IT vendors servicing them, offering considerable savings in maintenance expense

Our capabilities in end-to-end IT services and our expertise in enterprise-wide IT program management made us the default choice for the client

Our Manual Testing Methodology enabled the client’s IT team track development related defects as well as evaluate project performance

We also institutionalized the documentation of each business process (prior to our engagement, this policy was rarely practiced)

Provided single point management of all infrastructure and DBA related WR

The migration of our Conferencing Oracle Applications E-Business suite from a UK AIX/RS6000 infrastructure to a US LINUX/Intel based infrastructure posed a significant number of managerial, technical and logistical challenges.  The three-man (HCL) Database Administration Team ably resolved all the challenges this major application migration posed them. The team utilized their technical skills, experience and applied their own original approach to resolve each of the challenges successfully and delivered the migration on time and on budget.

- Andrew Gray, Globalization Programme/Project Manager, RLT Member

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A PEOPLESOFT CASE STUDY

Industry: Telecom

Service Areas: Application Implementation & Integration; Production Support

Topology: PeopleSoft CRM 8.9; Enterprise Portal, Order Capture, Call Center Modules; Multi-Channel Interaction; Self Service Applications

Producer of telecommunications products & services

CLIENT

Develops and markets telecommunications products and services for internet protocol (IP) telephony and video applications; Current flagship service, Packet 8 enables anyone with high-speed access to the Internet to sign up for Voice over Internet Protocol (VoIP) and videophone communications services at its web store; Currently holds 49 United States patents with additional patents pending; Had purchased PeopleSoft CRM 8.9 for communications and HCL was engaged to implement an integrated enterprise CRM application.

CHALLENGES / OBJECTIVES

The company had been using home-grown systems to cater to its diverse business needs. However, these systems were not integrated, and users therefore had to enter the same information manually in each of the various applications, thereby posing a challenge to them in serving customers better. Having purchased PeopleSoft CRM 8.9 for an integrated enterprise CRM application, the company was planning to primarily implement the following:

Enterprise Portal Order Capture Call Center Multi-Channel interactions Self service applications

Broadly, the end-to-end implementation was expected to contribute to the scalability & integration of processes; improve the automation of tasks; reduce customer churn (a big challenge in the Telecom sector); and improve overall customer experience

THE SOLUTION

The HCL team analyzed the existing business strategy, drivers, IT applications, processes & challenges; Came out with High Level Business Requirement Documentation; Evolved the Solution Architecture for the CRM implementation; Assessed the Fit-gaps between the company’s processes & PeopleSoft CRM; Evolved a new process to manage Partner relationships; Defined detailed CRM solutions for each of the modules; Implemented/ Tested & Rolled out the application to multiple environments; and finally conducted Business User Training Workshops.

There were four phases in the process - planning, analysis, development, and production & configuration, which led to

Building a robust CRM solution with the customer’s existing Web front application to acquire new customers and serve the existing customer base

Green field implementation replacing their existing Web front applications and CSR facing application

Providing integration touch points with PeopleSoft Order Management and third party applications for WIG, Provisioning, Billing, Level 3, etc. using PeopleSoft Integration Broker

Through our tested & acclaimed methodologies we leveraged our offshore teams, which provided the client with a substantial cost & time-zone advantage, leading to reduced time-to-market and time-to-implement. Besides, this increased the scalability and enabled faster ramp up of project teams. The client also benefited through the setting up of common and uniform standards of delivery & management, which led to customer satisfaction.

Client Speak…

It gives me great pleasure to thank you for your hard work and efforts in the successful launch of the PeopleSoft CRM support module. The smooth launch and successful operation of the post-launch service, reflects the quality of your work. Such dedication and performance is helping us raise customer service levels to existing and prospective Packet8 customers, and we extend our sincere thanks for your contributions.

- Chairman & CEO

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RESULTS / BENEFITS

The delivered application provides scalability, significantly reducing ordering processing time.

Easy access to all customer transactions - Order, Billing, Cases etc. with tighter integration of Order Management & Revenue Management functions

Flexibility to add new products with no customizations, reducing the time required to launch new products

The implemented support module, reduced the number of tools Customer Support representatives access - from 12 to 2, significantly increasing the efficiency of operations

Self Service Support implementation has reduced calls to Support centers

Solution Management Implementation has encouraged customers to solve issues all by themselves

Introduced a number of sales channels and multiple support channels for customers

Leveraged ‘Better Business’ practices defined in the application, which have been optimized over several implementations, thus leading to customer satisfaction

Talk to me www.hcltech.com