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Our client is a large government-sponsored enterprise chartered by the U.S. Congress with a mission to provide liquidity and stability to the housing and mortgage markets. The organization had already purchased Siebel CRM and needed a team to install, customize, and integrate the enterprise CRM platform.
Several divisions were using separate campaign management applications to manage customer, lead, marketing, and subscription information. The client wanted to replace these divisional systems with one centralized Siebel CRM while operating within a highly regulated financial-services environment.
Different divisions relied on separate campaign management applications and customer data sources.
Customer, lead, campaign, subscription, and related data had to be moved from divisional systems into one centralized Siebel CRM.
Customer records, leads, email preferences, and opt-out information contained data-quality issues that made consolidation more difficult.
Siebel CRM had to exchange information with upstream and downstream enterprise systems while serving as the master source of customer information.
Some employees were moving from email-based campaigns to an enterprise-grade CRM and faced a significant learning curve.
CRM changes required formal project management, documentation, testing, audit review, controlled migration, and deployment procedures.
workMETHODS worked with the client's IT and business teams to develop a two-year plan for the installation, customization, integration, and rollout of Siebel CRM. The plan defined rollout schedules for different divisions and a structured approach for migrating existing data from divisional campaign management systems into the centralized CRM.
workMETHODS successfully installed Siebel CRM and customized the campaign management, sales force automation, and customer support modules based on requirements from key departments. Workflows were configured around individual division business processes, while custom reports and views were developed for different user groups.
The centralized environment brought together customer data, sales data, marketing campaign information, leads, and customer subscriptions. This gave management a more consistent view of customer information and supported meaningful reporting across divisions. By replacing separate campaign tools with one connected CRM, the organization made campaign operations up to 3X more efficient.
Because Siebel CRM was selected as the master source of customer information, workMETHODS integrated it with upstream and downstream IT systems. Web services were built for system integration, and the client's existing Informatica PowerCenter platform was used for ETL and data exchange.
The migration also required work beyond moving data. Customer records, leads, subscriptions, and email preferences had to be reviewed as data-quality issues were identified. This was especially important for customer communication preferences and email opt-out requirements.
Replacing separate campaign management applications with one enterprise CRM also required organizational change. workMETHODS addressed both technical and business-process issues, supported users moving from email-based campaigns to the enterprise CRM, and established more consistent workflows across multiple divisions.
The client's IT environment was heavily regulated. workMETHODS followed the customer's required project-management methodology, prepared mandated documentation, and worked with the project audit department to support compliance. Separate development, test, user acceptance, and production environments were established for Siebel CRM, including the required customization and data. At the end of the engagement, workMETHODS completed the knowledge transfer and handed the Siebel CRM implementation over to the client's internal IT department.
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