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Project: Implementation
/ Siebel
Field Service and eService
Industry/Company:
Defense
/ Fortune 500 Global Defense Company
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The
Business Story...
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Business Problem:
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The client's IT
organization is large — they typically do Siebel projects
in-house. But they didn't have the internal expertise necessary for
their Siebel
Field Service and eService implementation. They needed to outsource the
project — and keep the costs down.
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Why Eagle Creek:
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The client
considered Eagle Creek, Siebel
Professional Services, and IBM.
Our pricing was
competitive with the client's internal cost
structure. To keep the costs down, we offered a combination of onsite/offsite delivery —
some of the work would be delivered through our US-based Enterprise Software Center, saving up to 50% over onsite costs.
Eagle Creek had extensive Siebel implementation experience (7+ years) and the technical
expertise levels needed for the project.
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Solution:
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Eagle
Creek provided expertise to design and configure
Siebel to support the client’s business requirements. Then
we provided a team of 12 technical resources for the actual
implementation. Parts of the process were done offsite at our
US-based Enterprise Software Center; the rest was done at the client's
facility.
The work was
completed on time and on budget. The cost of the implementation was
comparable to doing the work in-house if the client had had the
resources and expertise to do so.
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Relationship:
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Eagle
Creek is a valued partner and provides ongoing support services for the client’s
upgrades and
new enhancements.
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The Technology
Story...
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Reason
for Project:
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The client's customer support software came
from various vendors and was not integrated. This created
information gaps for customer service and field service
reps, resulting in errors, rework, inefficiency and higher
customer support
costs.
The client wanted an integrated product
suite to support the company's growth and to keep up their efforts to provide world class customer
service. They chose Siebel.
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Eagle
Creek's Approach:
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Our experience with the client's
industry and how their type of business operates helped us get
quickly to the issue of integrating data from various vendors —
there was no learning curve.
We designed and configured the Siebel applications to support
their business, IT and customer service requirements.
We completed some processes offsite through our secure US-based Enterprise Software Center, reducing costs. The rest was delivered onsite.
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Result:
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As a result of the configuration
we designed and implemented, the customer service and field service
information
gaps have been filled. The company's environment is now
better integrated, more efficient and less costly to run.
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