Customers: Siebel Migration

Challenge

• Market leader in parallel storage needed flexibility
• Brittle on-premise Siebel CRM and homegrown portals lacked flexibility
• Marketing department was successfully using Salesforce for campaigns
• Direct and indirect sales organizations struggled to improve processes and visibility

Solution

• Migrated from Siebel to Salesforce CRM
• Evaluated Siebel CRM processes to determine areas of optimization
• Aligned and integrated existing Salesforce marketing processes with sales workflow
• Migrated from homegrown portals to Salesforce Customer Portal
• Automated customer-facing processes including Service Requests, Orders, and RMAs
• Used Visualforce to create an exact portal UI replica

Results

• Holistic view of direct-indirect business
• Improved visibility enabled execs to proactively manage the business
• Process optimization, in addition to automation, improved productivity for customers and employees alike
• Enhanced customer satisfaction by automating key processes
• Retained portal look-and-feel to ensure a seamless transition for customers