Siebel Implementation: Biotechnology Company
Client
The client is one of the world's largest biotechnology companies and is based in the U.S. With annual revenues of about $8.4billion, the client employs more than 7000 people worldwide.
Situation
The client was experiencing the following challenges:
- Managing customer relationships and lengthy sales cycles
- Lack of integration between different customer touch points, such as phone, fax, e-mail, and Web
- The necessity of providing sales representatives access to up-to-date sales data gathered across the enterprise
Solution
Cognizant's solution included:
- CRM Planning, Design, Application Development, Implementation, and Support
- Integration of processes involving SFA, Call Center and PDA
- Interface design and development (interface with Customer Master and Sales)
- Siebel-Actuate and Cognos Reporting
- EIM, database administration, data migration, and data maintenance
- Conducting a Mock Upgrade process prior to the actual upgrade resulting in huge savings
- Upgrade of the application from Siebel 6.3 to Siebel 7.5.3
- Development of a new module called "Direct to Consumer" (DTC) using Siebel Marketing to evaluate the effectiveness of the in-house direct mail marketing campaign
- Enhancement of the system to enable access from handheld and mobile devices
- 24x7 production support, bug fixes, and continual feature enhancements