Hands-On Implementation of Pega's 'Wrap-and-Renew' Solution For Aging Siebel CRM Systems
Hands-On Implementation of Pega's 'Wrap-and-Renew' Solution For Aging Siebel CRM Systems
Hands-On Implementation of Pega's 'Wrap-and-Renew' Solution For Aging Siebel CRM Systems
Hands-on Implementation of Pegas Wrap-and-Renew Solution for Aging Siebel CRM Systems
Organizations with large investments in Siebel CRM software implementations that want a lower-cost, feature-rich, standardprotocol option to renew their system can follow these step-by-step instructions and determine if the Pegasystems solution is the right fit.
Executive Summary
As businesses grow and evolve, their objectives can reach beyond the capabilities of their existing technology investments. Often, these investments are substantial not only in terms of costs, but also in terms of their tight integration with operations and the resulting reliance on them by the business and users. By modernizing their existing technology to support shifting business needs, organizations can retain and build on their systems as opposed to a more drastic rip and replace alternative that: management (CRM). Organizations typically make large investments in their CRM systems and often have spent years deploying them. And while their CRM implementations at one time may have supported their customer lifecycle effectively, new demands including increased customer expectations, exploding volumes of information, emerging channels and multiple customer touch points drive the need to extend these legacy implementations beyond their existing configurations. While the CRM vendor landscape has changed over the years, a substantial percentage of organizations around the world continue to utilize Siebel as their CRM system. This white paper presents a focused and effective approach that offers these organizations the opportunity to extend and modernize the functionality of their current Siebel implementations to meet todays demanding business environment with an innovative wrap and renew interface that uses Pegasystems PegaRULES Process Commander (PRPC), an advanced, rules-based work manager for business process automation.
Negates the companys original investment. May involve time-consuming development and implementation. May require specialized user training for effective adoption and proper use once deployed.
An important technology investment that commonly is affected by shifts in business processes and growth is the area of customer relationship
Even more specifically, the interface with PRPC extends existing functionality and enhances the Siebel implementation with valuable additional capabilities that are designed to handle todays complex business and customer challenges. There are multiple business benefits of the Pega: Wrap and Renew Siebel approach that enable Siebelbased organizations to address their toughest business challenges head on. Figure 1 presents a snapshot of how this solution addresses business challenges with impressive results.
Business Impacts
Consistent cross-channel customer experience. Reduced cost to maintain. Faster time to deployment. Increased first contact resolution. Reduced call volumes.
The Pega Process Engine looks at standard cases and automatically suggests additional activities and treatments to avoid future contacts. Processes and screens can be created within the Pega solution through a modeldriven approach screens and content can be passed seamlessly between Pega and Siebel with no loss of context. A Pega process thats embedded directly within Siebel can pass work off between various parties in the service process and present them with role- based user interfaces . Pega can orchestrate multiple systems and give management visibility into how customer service issues are being resolved across the complete process. Processes can be configured within Pega using business-friendly tools that enable the configuration of service levels.
Current contact center desktop is outdated, static, and requires extensive training, but cannot afford to replace. The organizations service process extends beyond the call center to other departments, such as claims processing, billing, and finance . Limited reporting capabilities across the complete customer service process. Changes to the customer service process (such as routing, escalation, etc.) are not easy to implement.
Faster time to deployment. Decreased cost to maintain. Increased CSR utilization. Decreased training times. Improved customer satisfaction. Improved compliance. Increased CSR productivity. Reduced cost to maintain. Reduced training times. Fewer errors. Reduced training times. Increased first contact resolution. Decreased cost to maintain. Improved business control.
Within Pega, organizations can configure additional process flows easily that recommend the right process for the right product and regulation decisions and presentations can be embedded within Siebel. Pega can handle complex interactions that require a guided process for resolution.
Figure 1
HTTP/XML
HTTP/XML
SEBL Application
SOAP
Process Engine
RULES Engine
Figure 2
Siebel integrating with Pega: Using SOAP protocol. Using the Internet application gateway.
The components are designed to ensure that they are independent and scalable with minimal dependency.
<Process Name>
Pega UI Gadget IAC Gateway
SIEBEL UI
RULES Engine
Process Engine
Figure 3
and a connector rule is set up in Siebel. The PRPC searches a table for the appropriate approver. The response is sent back to the Siebel Process Engine.
Response
Figure 4
Figure 5
Figure 6
Response Code
Figure 7
Figure 8
Figure 9
Invoking Siebel and PRPC Services: Functionality to Search Service Request in Siebel
Based on the incoming parameters from PRPC, Siebel provides a SOAP service WSDL file, and a connector rule is set up in the PRPC. Siebel searches a table for the appropriate service request information. The response is sent back to the PRPC.
SIEBEL Engine
Integration Service SOAP
RULES Engine
Figure 11
SOAP Request
Figure 12
SOAP Response
Figure 13
SOAPAction Header and Service Endpoint URL SOAPAction: document/http://siebel.com/Custo mUI:SiebelPegaEAIAdapterQuery_1MQNTQ3686 Endpoint URL: http://ctsincalstoe/eai_enu/start. swe?SWEExtSource=WebService&SWEExtCmd= Execute&UserName=sadmin&Password=sadmin
Adding a New User Interface All user interfaces are created using the out-ofthe-box features in the PRPC. After creating the user interfaces for Add/Modify/Approver and Service Request Search, separate IAC gadgets are generated using the IAC Gateway Configuration Console.
Figure 14
Calculated
Y
Calculated Value
MrkPdmSymbURL
Siebel GUI Layer Create an applet that exposes the new business component field and set its retrieval type to symbolic URL. This value for the retrieval type indicates that data for the underlying field comes from an external Web server rather than the Siebel database. Name
MRK PDM PreCall Analytics Applet
Business Component
Service Request
Create a new list column named in MRK PDM PreCall Analytics applet. Name
MrkPdmSymbURL
Field
MrkPdmSymbURL
Display Name
MRK PDM Symbolic URL
Expose the list column on the applet Web layout in the base mode. View-Agent SR Chart Aging Analysis by Priority Create a view that contains the applet and then add the view to a screen. Add the new applet in the View Web Template item of the view and expose the applet in the Base mode. Siebel Administrative Tasks Administer the view in the Siebel client. Navigate to Administration-Integration -> WI Symbolic URL List. Select the Host Administration view from the view drop-down and create a new record with the following details: Name
10.227.30.60
Virtual Name
PegaURL
Administer the symbolic URL in the client to associate the symbolic URL with a target Web server. Select the Symbolic URL Administration view from the drop-down and create two records as follows: Name
MrkPdmSymbURL
URL
http://10.227.30.60/ epharma_enu/SA_ IAC/SA.html http://10.227.30.60/ epharma_enu/SA_ IAC/Search SR.html
Host Name
10.227.30.60
Fixup Name
Default
SSO Disposition
IFrame
MrkPdmSymbURLSR
10.227.30.60
Default
IFrame
NOTE: The folder SA_IAC/SA.html should be placed in the following two server locations:
<siebsrvr>\SWSE\Public\ENU <siebsrvr>\C\Inetpub\WWWRoot
The browser Security Settings should be customized in order to enable browser cookies and the application URL should be added to the Trusted Websites under Privacy Settings.
Figure 15
Figure 16
Figure 17
Figure 18
Inbound Web Service Configuration in Siebel The following is a description of the configuration of the inbound Web service in Siebel.
Siebel Tools
Configure the inbound Web service in the Siebel Tools and Administrative module of the application. Create an Integration Object in Siebel based on the Service Request Business Object that contains the Service Request Bus Comp and the necessary fields to be sent to the PRPC. Name
Service Request New
Business Object
Service Request
External Sequence
1 2 4
XML Tag
ServiceRequest LsMedicalProductIssue LsMedicalPiProduct
External Name
Service Request LS Medical Product Issue LS Medical PI Product
Create a Custom Business Service by copying the EAI Siebel Adapter vanilla business service. This business service uses the integration object that already has been created, queries the Siebel database based on the Service Request Number field and retrieves the desired information about the service request created by the call center agent. Name
Siebel Pega EAI Adapter New
Project
Siebel Pega Integration
Display Name
Siebel Pega EAI Adapter
In the query method of the business service use the following method argument: Name
SiebelMessage
Data Type
Integration Object
Integration Object
Service Request New
Type
Input / Output
Storage Type
Hierarchy
10
The business service is deployed as a Web Service, and a WSDL file is generated to be sent to the external system, in this case, the PegaRULES Engine.
Figure 19
Figure 20
Figure 21
11
Figure 22
Query with the name of the deployed Web service (in this case, Siebel Pega EAI Adapter New), and click on Generate WSDL button to obtain the WSDL file. Before sending to the PRPC, the WSDL file should be in Siebel using the SOAP protocol.
Figure 23
12
Join
S_POSTN
Column
BL_RT_AMT
Column
ALT_CONTACT_NAME
Join
S_PROD_INT
Column
GROSS_MGN
External Name
SiebelRequest SiebelRequestResponse
The Business Service Method: SiebelRequest has the following method arguments: Name
CustomHeaderContext SiebelRequest: parameters SiebelRequest Response: parameters XMLHierarchyOutput faultactor Faultcode Faultstring
Data Type
Hierarchy Integration Object Integration Object Hierarchy String String String
Integration Object
SiebelRequest SiebelRequestResponse
Type
Input/Output Input Output Output Output Output Output
Optional
Y Y Y Y Y Y Y
Storage Type
Hierarchy Hierarchy Hierarchy Hierarchy Property Property Property
Siebel Workflow Process The Siebel workflow in Figure 24 is configured to invoke the PegaRULES Engine using the proxy Business Service and to populate the Find Approver field in the Service Request List applet. A code (script) is written in the Service Request List applet to populate the Approver Name in the GUI.
13
End
Figure 24
In/Out
In/Out In/Out In/Out In/Out In/Out In/Out In/Out
Business Object
Service Request Service Request Service Request Service Request Service Request Service Request Service Request
Default String
Data Type
String String
1-76SH
No
1 2 3 4 5 6 7
WF Steps name
Start Query SR Map Request XML Proxy BS XML Write To File End Start
Type
Business Service Business Service Business Service Business Service Business Service End
EAI Data Transfor- Execute mation Engine EAI XML Write to File WriteEAIMsg SiebelType SiebelRequest
The Workflow: Step 1: Start Step 2: Query Service Request Input Arguments Sequence
1 2
Input Argument
OutputIntObjectName PrimaryRowId
Type
Literal Process Property
Value
Service Request New NA
Property Name
NA Object Id
Property Name
SMessage
Type
Output Argument
Output Argument
SiebelMessage
14
Input Argument
MapName SiebelMessage
Type
Literal Process Property
Value
Siebel Pega SR Map NA
Property Name
NA SMessage
Property Name
OutMsg
Type
Output Argument
Output Argument
SiebelMessage
Input Argument
FileName SiebelMessage
Type
Literal Process Property
Value
\\ctsincalstoe\siebel81\ XML\requesteai.xml NA
Property Name
NA OutMsg
Input Argument
SiebelRequest:parameters
Type
Process Property
Property Name
OutMsg
Property Name
OutMsg
Type
Output Argument
Output Argument
SiebelRequestResponse:parameters
Input Argument
FileName SiebelMessage
Type
Literal Process Property
Value
\\ctsincalstoe\siebel81\ XML\eai.xml NA
Property Name
NA OutMsg
Step 7: End
Field
Approver Name
Display Name
Approver Name
Name
Find Approver
Caption
Find Approver
Method Invoked
FindApprover
HTML Type
MiniButton
15
Figure 25
Figure 26
16
Figure 27
In the SIS Product List Admin applet, LS Medical Product Issue-Related Product Mvga applet, and the LS Medical Product Pick applet, the list column name is modified and exposed in user interface. Name
Gross Margin
Field
Gross Margin
Display Name
Budget
Figure 28
Figure 29
17
Figure 30
A new list column, Approval Limit, is created and exposed in the Position List applet. Name
Approval Limit
Field
Approval Limit
Display Name
Approval Limit
Conclusion
Todays organizations rely on technology to support their business. But as business and customer demands push beyond the capabilities of existing technology investments, organizations are faced with impacts to productivity, availability, and customer satisfaction. Addressing the problem comes down to a few alternatives. On one hand, while they address the situation with cutting-edge technology, rip and replace solutions are costly both in terms of the loss of the original technology investment, and in the time and effort needed to make the often extensive changes. Modernizing the current system can offer a less disruptive alternative that also sensibly sustains the organizations investment.
For organizations with substantial investments in legacy Siebel CRM implementations, the Pega: Wrap and Renew Siebel approach offers the enhancements needed to meet todays tough business challenges. By optimizing their current Siebel system with the power of Pegas process-powered CRM capabilities, Siebel-based businesses have a clear path to taking ownership of the customer experience delivering the personalized experiences their customers are demanding, unifying multiple customer touches for better visibility and service and delivering a seamless, multichannel customer experience.
18
Acknowledgements
The authors would like to acknowledge the contributions of Pegasystems Steve Kraus and Madhu Kota, Senior Director of Product Marketing and Director of Product Management for CRM Products and Solutions, respectively.
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