Our client is a large government-sponsored enterprise chartered by the US Congress with a mission to provide liquidity and stability into the housing and mortgage markets. The client had already purchased Siebel CRM. They were looking for a team that could install, customize, and integrate Siebel CRM. Moreover, the client desired to replace few divisional-level campaign management applications with single centralized Siebel CRM.
Our professionals worked with the client and charted a two-year plan to install, customize, and integrate Siebel CRM. The plan included a rollout schedule for different divisions. Additionally, the plan included a schedule for migrating existing data from divisional-level campaign management systems into Siebel CRM.
workMETHODS successfully installed Siebel CRM. According to requirements from a few key departments, workMETHODS customized the campaign management, sales force automation, and customer support modules. Workflows were customized to automate individual division’s business processes. Custom reports and views were customized to meet the needs of different user groups.
This Siebel CRM was integrated into upstream and downstream IT systems to exchange information. As the Siebel CRM was chosen as the master of customer information, web services were built. For data exchange, we leveraged the existing Informatica Powercenter to perform ETL functions.
Replacing marketing campaign management applications with Siebel CRM was a complex effort than previously perceived. workMETHODS successfully addressed the client’s organizational issues as well as technical challenges while combining the data onto one platform. The transition for a few users from email-based campaigns to an enterprise-grade application was a steep learning curve. Centralizing leads and customers data, particularly the email preferences, were challenging due to the data quality.
The client IT was heavily regulated. workMETHODS had to follow the customer’s custom methodology for project management. Our Project Managers prepared documentation mandated by the methodology as well as a rigorous process for migrating changes to Siebel CRM. Project Managers worked with the project audit department to ensure compliance. workMETHODS had to build development, test, user acceptance, and production environments for Siebel CRM along with all customization and relevant data. At the end of the project, workMETHODS handed over Siebel CRM implementation to the client’s IT department.