oaug training day

OAUG Training Day

Bharath NatarajanHieu DoanAgilent Technologies

04/21/23Agilent Siebel Program

Agilent at a glance (FY09 Data)

$4.5 Billion FY 2009 annual revenue

18,500 employees

Customers in 110+ countries

60+ year heritage of invention and innovation


Agilent Strategic Intent

Measurement solutions partner to every engineer, service provider, and scientist in the electronics and bio-analytical markets

Measures of Success:

Best-in-industry satisfaction and loyalty among our customers

Best-in-industry leadership as measured by our employees

Outpace the growth of the market

Superior return to our shareholders


Hyperion System 9

Oracle ERP Transactional

Siebel CRM SAP ERPSAP CRM

Query & AnalysisQuery & Analysis

Legacy Systems

Oracle Incentive

Compensation

Essbase

Informatica ETL

Global Data WarehouseGlobal Data Warehouse

OBIEE+

Sales CompSales Comp HR DSSHR DSS

Simplified BI Reference Architecture

SAP BI

Current Landscape of Major Systems

Polaris

MatrixOne

CalibrationCalibration

PeopleSoftGL,AR

OBIEE+

Siebel Analytics

Siebel Analytics

Informatica ETL

TM1

EMG, LSG/CAG Support AgreementsEMG Service & Parts Orders

OBIEE+

APCCAPCC

OBIEE+

OBIA Supply Chain & OM Analytics

OBIA Supply Chain & OM Analytics

OBIAWarehouse

OBIAWarehouse

Oracle ERP Planning

ABRT Website

Standard Reports

Standard Reports

Orders

Orders

OBIEE+

EMG Operational

Reports

EMG Operational

Reports

PLM Data Bridge

LSG/CAG Service & Parts Orders


BI@Agilent

ERP Reporting

Custom OBIEE solution for HR and Sales Compensation

Hyperion System 9

Essbase

OBIA 7.9.6.2 - Supply Chain Analytics/Procurement and Spend (In- Progress)

Advanced Planning Command Center (In- Progress)

Major sources – Oracle EBS, SAP, Peoplesoft, Siebel, MatrixOne and several custom applications

Agilent Siebel Program

04/21/23

BI@Agilent

CRM Reporting

OBIA – Sales (including Channel) , Marketing, Call Center and Service Analytics

Major Sources – Siebel CRM, Oracle ERP and Incentive Compensation

Recent OBIA projects in CRM space –

- Project Neptune 11/08-6/09 - Siebel 8.x & OBIA 7.9.5 - Sales, Marketing, Call Center to Americas

- Project Neptune 2.0 11/09-6/10 - Siebel 8.x & OBIA 7.9.5 - Sales, Marketing, PRM, Call Center to APAC/JPN

- Project Neptune 3.0 11/10-6/11 - Siebel 8.x & OBIA 7.9.5 - Sales, Marketing, PRM, Call Center to EMEA


04/21/23

Problem StatementWhat were we trying to solve?

Sales, Marketing, Channel and Call Center businesses were completely disconnected

Different regions had different tools

No closed loop reporting available

Lots of manually intensive processes

No one view of the customer

How did we solve it?

Automation of data collection and aggregation

Standard enterprise level business processes

Scalable platforms (single CRM global instance)

360 degree view of the customer


04/21/23

Solution Approach

Tool Selection

Siebel CRM, PRM and BI Apps 7.9.5 were chosen

• Siebel was the incumbent CRM solution for Service

• Siebel provided the end to end solution for the Sales, Channel, Call Center and Marketing businesses

• Pre-built Informatica ETL and Subject Areas as part of BI Apps was a very important consideration

Approach

• OOTB Siebel approach was taken as much as possible

• BI OOTB Subject Areas were leveraged in addition to custom built Subject Areas


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Solution Approach – Subject Areas Implemented


04/21/23

Sales/Channel Marketing Call Center Service (existing)

Pipeline Campaign & Event Analysis

Service Request Analysis

Service Orders Analysis

Forecasting Planning & Budgeting

Quote and Order Request

Service Agreements Analysis

Sales Rep Performance (Custom)

Customer Analysis Activity Analysis Hub Analytics (Custom)

Partner Analysis 10+ Segmentation subject areas

Benefits Achieved - Example


04/21/23

Benefits Achieved – Integrated With Siebel CRM


04/21/23

Benefits Achieved – Integrated Pipeline Reporting


04/21/23

Benefits Achieved – Segmentation


04/21/23

Sample Custom Subject Areas

Sales Rep Performance

• Provides comparison of pipeline, quote, forecast and actual

• Data is at a monthly level for each sales rep

• Snapshot data every month

• Historical sales hierarchy as well as current sales hierarchy

• Data from multiple sources

Agilent Customer Summary

• Used for Account and Contact research

• Used to determine active and passive customers

• Contains first and last interactions

• Custom facts at account and contact levels


04/21/23

Sample Custom Subject Areas


04/21/23

Oracle ERP Siebel CRM Oracle Incentive Compensation

Informatica / PLSQL ETL

EMG, LSG/CAG Support AgreementsEMG Service & Parts Orders

OBIEE+

Sales Performance Subject Area

Sales Performance Subject Area

CRMWarehouse

CRMWarehouse

Assets / Master Data

All Orders Quota

OBIEE+

Customer Summary Subject Area

Customer Summary Subject Area

Customization – Sales Rep Performance SA


04/21/23

Customization – Agilent Customer Summary


04/21/23

Lessons Learned


04/21/23

Do not try to replicate legacy reports in OBIA

• New tool – New philosophy/New Approach

Engage at the executive level in the business

• Do not promote downloads into Excel and email to executives – Encourage the executives to use the dashboards (very important for adoption)

Stagger the OLAP design and development behind OLTP if working on a large project

• Go live at least a few weeks later on OLAP

• Have contingency plans to pull critical reports till then

Lessons Learned


04/21/23

Do not underestimate complexity of the OBIA upgrade

• We did not understand the nuances of the upgrade on the ETL side until much later into the program

Understand the OOTB subject areas in detail before design for customization

Data validation and testing

• Make sure subject matter experts from the business who understand the data are available

Allocate sufficient time for report development after the initial deployment

• Minimum of three months is when the report developers were able to be self sufficient

Lessons Learned


04/21/23

Do not attempt a big bang roll out

• Roll out one (or a few) subject areas at a time• Let power users test and build reports and dashboards

Performance trumps incremental functionality

• Increasing complexity at the expense of performance is not going to work. • Focus on performance from the beginning on the project

oaug training day

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