The client was gearing up for a mammoth change in the organization. Processes were being re-engineered to support this change. Hence migration to the next level of technology had to entail minimal impediment to the other on-going processes.

Support costs were very high due to lack of automation in business critical processes like marketing and customer service. Also rampant customization in the system acted as a deterrent to the possibility of a unified support system. Hence the client desired to support their business objective of organizational transformation with Siebel application upgrade.

The CRM system to be migrated on to the new platform involved a high level of complexity. Multiple divisions were using the same repository and functions. Hence any changes in the system would involve a high degree of alteration to the user interface and navigation. In addition to this, there were legacy systems supported by other enterprise applications.

	Probable user resistance to the new system
	Integration of the new application with other existing legacy applications

Wipro partnered with the client to re-align the business process, enhance & integrate their Siebel application. In order to leverage on Siebel’s new technology, together with the growing business & technical needs, the client decided to upgrade the current Siebel application.

The client largely benefited from Wipro’s use of the global delivery model for the upgrade process. Our end-to-end project management provided a cost-effective onsite-offshore model for the upgrade process. The entire upgrade was in tune with the client’s objective of future growth and scalability. Hence vital business functions were automated to increase reliability and usability of information gathered.

Wipro conducted an impact analysis to conceptualize the impact of a new version upgrade and setup the necessary infrastructure for the build. We assured seamless data migration on new functionality implementation, so that operational functions were undisturbed. We employed a proprietary upgrade & re-implementation methodology for better predictability & governance. We ensured low impact on business continuity with Quick upgrade & reduced down time for production upgrade

	User interface: We trained key users from the start of the project, to aid in easy transition from their current technology to the upgraded one
	Divisional incompatibility: High level of cross divisional interaction during the impact analysis phase enabled Wipro to deliver the end solution which was compatible across all the divisions
	Re-implementation of key modules: We helped our client re-implement certain key modules in other applications like CTI and FirstLogic