This international finance provider uses Siebel to track sales and services provided to customers, and to document salespeople's activities associated with client accounts, such as emails, phone calls and site visits.

For reporting purposes, they had a requirement to mix this data with data held in multiple other systems including a mainframe legacy system. Historically, this had been achieved with a manual matching process and Microsoft Access reports. This approach was time-consuming, error-prone and inflexible. Critically, it meant that it was difficult to access a key piece of business information - which of their customers were most at risk of defecting to a competitor.

The customer chose to implement Siebel Analytics to address these problems. Working directly with key business users, business analysts and other external resources, we took a lead role in the implementation. This included coaching others on best practice and solving the hardest technical issues, including on some occassions successfully fixing problems that had been beyond the capability of others. The specific tasks that we undertook included:

• Designing the ETL routines and the Repository metadata to automatically match data coming from Siebel and the other systems
  
  
• Creating Siebel Answers Catalogs to be used for ad-hoc reporting by power users
  
  
• Training power users to use Siebel Answers, and in particular how to build reports to identify data issues in their Siebel system
  
  
• Developing dashboards for salespeople and their managers, including pipeline, sales and campaign analysis dashboards