SIEBEL CRM FOR

WIPRO INFOTECH

WIPRO INFOTECH• Wipro (an acronym of "Western India Palm Refined Oils") started

as a vegetable oil trading company in1947 from an old mill at Amalner, Maharashtra, India founded by Azim Premji's father.

• When his father died in 1966 Azim, a graduate in Electrical Engineering from Stanford University, took on the leadership of the company at the age 21.

• He repositioned it and transformed Wipro (Western India Palm Refined Oil Ltd)

• into a consumer goods company that produced hydrogenated cooking oils/fat company, laundry soap, wax and tin containers and later set up Wipro Fluid Power to manufacture hydraulic and pneumatic cylinders in 1975

• Wipro InfoTech, the company having presence in India, Middle East and Asia Pacific in IT Business, is a leading provider of IT solutions with a comprehensive suite of offerings.

• While a domestic telecommunications company currently operates in ten circles across India and has an estimated 9.5 million subscribers.

• The long-term deal involves Wipro transforming telecom industry's operations by delivering a future-ready IT platform and deploying best practices and tools for offering its subscribers a seamless service spanning voice, data and multimedia content.

CUSTOMER RELATIONSHIP MANAGEMENT

• Customer relationship management (CRM) can help reduce costs and increase profitability by organizing and automating business processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields

ORACLE SIEBEL CRM• Siebel CRM is part of the Oracle family. Siebel CRM runs as a standalone

program.

• Siebel delivers a combination of transactional, analytical, and engagement features to manage all customer-facing operations. With solutions tailored to more than 20 industries.

• Enables you to manage all customer touch points through email, telephone, fax, the Web, or in the field– Synchronizes all touch points through one central information repository, one

database, one tool set, and one architecture– Provides your customers with a consistent view of the company and your company

with a consistent view of the customers

• Includes installed and hosted applications to align with your current and future business requirements– Extends your CRM solution to everyone in your employee and partner organizations

• Siebel was first started by Siebel Systems Inc, and later taken over by Oracle Corporation on 2006. So Siebel products are now Oracle CRM product.

• The major releases of Siebel include • Siebel 98 • Siebel 99 • Siebel 6 (also known as Siebel 2000) • Siebel 7 (Released in 2001) • Siebel 8 (Released on 2007)- Current Version • Siebel 8.0.6 is used here.

CHARACTERISTICS

• Social CRM• Quote and order capture• Price Management, Product Management• Self-service and eBilling• Integration to Siebel CRM (EAI) Enterprise

Application Integration• Campaign Management• EIM(Enterprise Integration Manager)

SIEBEL ARCHITECTURE

• At a high level, the Siebel architecture consists of:– Web clients that access the business data– A Web server that handles interactions with the Web

clients– Servers that manage the business data and provide batch

and interactive services for clients– A relational database and file system that store business

data• WEB CLIENT : Displays the interactive Siebel application used to

manage the Siebel data.Runs in a variety of environments– Web browsers, WML devices, and PDAs (Windows CE and

Palm)

WEB SERVER:• Identifies and passes Siebel requests from

Web clients to the Siebel servers.• Passes completed HTML application pages

back to Web clients.

• Siebel we server consists of a third-party Web server with the following additional Siebel components– Virtual directories– Siebel Web Server Extensions (SWSE)– Configuration file (.CFG)

• Virtual Directory: Exists on the Web server to receive inbound Web

client requests for each installed Siebel eBusiness application, and forwards these requests to SWSE

SWSE : Siebel Web Server Extension• Receives and parses inbound HTTP requests from Web clients• Creates and manages TCP connections to the Siebel Servers or

Load Balancer (if implemented)• Routes requests to the appropriate Siebel Server components

Eapps.cfg: • Is the single configuration file for all the Siebel applications• Contains configuration information, including: connectivity

information, login, and security settings • Allows the SWSE to communicate with the Siebel Server• Contains a connect string for each Siebel application

Siebel Business Entities

• Accounts• Contacts• Opportunities• Orders• Service requests• Activities• Assets

Siebel Enterprise Applications

• Employee applications– Are used by internal employees – Examples include:

• Siebel Call Center• Siebel Sales

• Customer and partner applications– Are used by customers and partners – Examples include:

• Siebel Customer Order Management• Siebel Partner Relationship Management (PRM)

DATA FLOW DIAGRAM

AIRCEL APPLICATION PAGE

TICKET WINDOW

DATABASE-TOAD FOR CRM

Thank you