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You're reading from Oracle Siebel CRM 8 Developer's Handbook

Product typeBook

Published inApr 2011

Reading LevelIntermediate

Publisher

ISBN-139781849681865

Edition1st Edition

Languages

Java

Tools

Oracle Siebel

Concepts

CRM

Author (1)

Alexander Hansal

Chapter 3. Case Study Introduction

This chapter introduces the case study that provides input for all configuration examples throughout the remainder of the book. We will describe All Hardware (AHA), a fictitious corporation specializing in consumer electronics, its business processes, and the requirements for the new Siebel CRM system that originate from these processes.

This chapter intends to establish the (fictitious) business context for the requirements, which will be implemented throughout the remaining chapters of this book and will be structured as follows:

Background of All Hardware (AHA)
Description of AHA's Business Processes
Requirements for AHA

Background of All Hardware (AHA)

Since its founding in the nineties, UK based All Hardware (AHA) has been continually expanding into the European and eastern markets of consumer electronics. AHA sells all types of devices such as washing machines, dishwashers, stereos, TVs, as well as computers and peripherals.

AHA runs its own stores (AHA markets) in large cities across Europe some of which are only opened to registered retailers. In addition, AHA runs several luxury branded flagship stores and has a well-established internet shop.

One of the businesses with the highest growth rates in the past few years was the exclusive supply of high-end audio, video, and computer equipment to luxury hotel chains, driven especially by AHA's investments in the Arabic countries.

AHA has decided to purchase Oracle's Siebel CRM in order to streamline its IT systems into a single source of truth. The implementation project has several phases and spans over several years, after which, so is the intention, AHA...

Description of AHA's business processes

The following business processes will serve as requirement sources for this book:

Sales—Update Customer
Sales—Retail Order
Marketing—Campaign Tracking

Sales—Update Customer

Customers, for example, who wish to communicate their new address to AHA can do so via various channels such as the internet, AHA's customer service line and the information desks in the AHA markets. AHA strives to make each customer contact as smooth and positive as possible. In addition, the AHA representative who processes the data change should also be able to verify all relevant customer information and, if appropriate, inform the customer about new campaigns and offers.

A team of business analysts has conducted a series of workshops with key employees of AHA's customer care, sales, and marketing departments and has created the following high level outline of the Sales—Update Customer business process:

The agent executes a query to identify the customer. If no customer record can...

Requirements for AHA

The business analyst team has worked with the business users and a group of technical solution architects to identify process-related and non-process-related requirements that the CRM application should fulfill for the first project phase.

The following table describes the general, non-process-related requirements that will serve as examples in the upcoming chapters. The Examples in Chapter column indicates the chapter in this book during which the requirement will be implemented:

Summary

In this chapter, we introduced the fictitious company All Hardware (AHA) and some of its key business processes and resulting business requirements.

In the remainder of this book, we will use the requirements described in this chapter to provide real-life examples for configuring Siebel CRM applications.

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Author (1)

Alexander Hansal

Alexander Hansal has worked as an IT professional in small, medium, and global corporations. Since 2001, Alexander works as a technical instructor and consultant for Siebel CRM and Oracle Business Intelligence in Europe. He enjoys teaching, and shares his knowledge and expertise in his classes at Oracle University and in his weblog, http://siebel-essentials.blogspot.com/
Read more about Alexander Hansal

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Area	Requirement	Description	Examples in Chapter
User Interface	AHA Logo	Display the AHA Logo in the application banner.	15
User Interface	Multi-Language support	Provide all display texts as translatable strings to support future rollout in other countries.	4, 23
User Interface	Create orders for business customers	End users should be able to create orders for business customers directly from the customer profile form.	16
User Interface	Process start page	For each process, a...