Intuit Seamless Oracle Siebel
CPQ Interoperation in Salesforce
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aMind Integrates Siebel and Salesforce.com
aMind Web Framework exposes a highly optimized configure, price, quote (CPQ) process within the Salesforce.com (SFDC) user interface, simplifying and accelerating the sales process while leveraging years of effort Inuit invested in their enterprise product catalog.
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Call Center Quoting and Ordering Solution
The order management application enables Intuit’s internal call center agents working within Salesforce.com to quickly respond to customer interest by quoting any of their ten thousand products or services with just a few clicks, create quote iterations with varying customer ‘what if’ combinations of products and then capture all required details when customer commits to purchase. The full product lifecycle is supported through asset-based ordering allowing modification of existing customer products and services while applying appropriate context-sensitive business rules.
UI: Spring MVC / JSP / Force.com
Service Layer: aMind Web Framework
Backend: Oracle Siebel 8.1
Agent configures a quote containing ‘products of interest’ to the customer.
Siebel Data Synchronized with Salesforce
aMind automatically synchronizes Quote and Order data into Salesforce to enable business processes such as opportunity product reporting and sales forecasting.
Expose Siebel CPQ Functionality Within Salesforce UI
Salesforce offers Canvas technology that simplifies exposing web applications within the Salesforce UI, enabling secure bi-directional interaction between the systems and allowing Salesforce objects that are automatically created in the background to appear as if they were created by the Salesforce user.
In this implementation the ‘Products and Services’ and the ‘Quote and Order Listing’ sections are generated by the aMind application to provide access to the Siebel Quote to Order process, exposing the current Quote and a list of all Siebel Quotes related to the Salesforce Opportunity.
Autocomplete Product Selection
Intuit offers over ten thousand SKUs, making product selection an import part of the process. It requires several steps in the Siebel UI to search for products and add them to a quote. aMind enables Agent to type a case-insensitive partial product name or part number and quickly view all matching items filtered by user role; they can continue to type to narrow down the list displayed and selecting an item auto-completes the entry and adds it to the quote saving the agent clicks and time.
On-Demand Price Calculation
Intuit has configured Siebel to support the diverse range pricing models required to remain competitive, taking into account contractual agreements, entitlements, subscriptions, promotions & offers, credit rating, seasonal adjustments, taxation and many other factors, some requiring interaction with external systems. This complex process is available on-demand, empowering Agent to select and configure all desired products and services before invoking final pricing calculation, allowing Agent to be more efficient and avoid unnecessary delays.
Automatic Quote Creation
When the aMind application is initialized, Account, Opportunity and User details are passed to aMind so when the agent selects the first product, a quote is automatically created in the background populated with all required data, eliminating many needless steps. Agent can also create new quotes with different product groupings, with each item retaining all previously configured values, to quickly respond to ‘what-if’ scenarios from customers.
Quoting and product configuration are combined into a single screen greatly reducing the number of screens the agents need to navigate to complete a quote/order.
Expanding a line item launches Siebel configurator, which previously introduced a delay while it calculated the default products, attributes and pricing based upon product rules. The aMind application pre-calculates these values and caches them in-memory allowing instant instantiation of the product without delay.
Siebel product configurator is a powerful engine to apply rules to product and attribute selections but in the Siebel UI it required many screens, tabs and user actions. These extra screens and tabs reduced the usability of the application and increased the time required for agents to complete their tasks – reducing customer satisfaction and frustrating the call center agents.
The aMind application now consolidates all of this down into a single UI that eliminates redundant navigation steps and offers features such as visual indication of required, default and optional items, guard rails to prevent actions that would cause the order to fail upon submission avoiding ‘round-trip’ back and forth until all errors have been corrected and it automatically saves the configuration background – there isn’t a ‘Done’ button like there is in the Siebel UI.
Guidance & Sales Messaging
The application includes messaging to guide Agent through the process. Some messages generated by Siebel are not intuitive for users and do not include specific actions required to resolve issues. The aMind application includes a flexible messaging capability that enables administrators to map complex system-generated messages to more understandable and actionable user guidance messages, improving application usability and reducing support costs. The application messages and mappings are actually maintained in Salesforce, with modifications to message text routed through an approval process within Salesforce to ensure adherence to standardization and compliance requirements.
Discounts and Promotions
Agent can apply pricing adjustments and promotional offers.
Agents are able to apply discounts with role-specific thresholds, based upon data such as discount levels, cost/margin calculations, product line, user position and more, trigger an approval process when exceeded. Discount justification tracking captures reason for price reduction enabling margin erosion reporting and analysis.
Agent can apply promotional discounts to products and services. Unlike the Siebel UI, the list is filtered to only display promotions that apply to the line item and that the agent is allowed to select based upon their role in the organization, saving the agent time and eliminating order errors.
Promotions that apply to multiple line items require Siebel configurator to run for each line item on the Quote. In the Siebel UI promotions are applied sequentially, causing long agent wait times.
The aMind application runs multiple configurator sessions in parallel to apply the promotion to all of the line items at once, significantly reducing wait time.
This is made possible by a feature in aMind that enables multiple connections into Siebel for a single user, allowing simultaneous access to multiple parts of Siebel or to enable masking of performance issues by launching processes in the background before they are needed or by allowing a user to continue using the application while a long running task is processed in the background.
Price waterfall, linked from Current Charge, displays all impacts to the final price, including manual, volume, promotional and agreement discounts, uplifts, minimums and more, providing pricing calculation transparency to the user and granular margin analysis to management. Accumulated promotional and manual discounts are calculated to present total customer savings value
Agent enters additional quote, account, billing, payment and shipping Information required to complete the order.
A custom user interface built with the Salesforce Visualforce framework updates both Siebel and Salesforce in real-time. When an agent creates or updates information, the data must be saved in both Salesforce and Siebel. If batch data synchronization were used, the agent would have to wait for data to propagate to Siebel before submitting the order, causing delays. Instead the Visualforce page is configured to store the data in Salesforce and then immediately call the aMind application to also store the data in Siebel, enabling the agent to immediately submit the order without delay.
The aMind application leverages existing regulatory certifications of the Siebel platform, avoiding costly and time consuming recertification. As an example, sensitive billing information is masked and stored in PCI compliant format.
Selection and editing dialogs are displayed in-line, without requiring application navigation to multiple screens in order to complete common data entry tasks. Each of the dialogs interact with data from multiple areas of Siebel that are combined together into a single screen and tailored to minimize agent user actions required, improving application usability and task handle times.
SFDC email process is supported by data from Siebel. SFDC allows agent to email proposals to prospective customers, with formatted Siebel quote data populated into the body of the email by the aMind application. The email content is stored in Salesforce and sent with resolution tracking.
Asset Based Ordering
Agent able to modify or upgrade existing customers’ products and services.
Salesforce Assets – Siebel Process
Agent can initiate the full Siebel Asset Based Ordering process starting from a Salesforce object. Assets are generated following successful completion of an order and they represent a customers purchased products and services. Assets are synchronized from Siebel into Salesforce, enabling agents to perform sales and support activities against them and management to generate reports and analysis. When an agent selects an action to change an existing asset, such as suspend or renew a subscription, migrate from an existing product to an allowable substitute product or modify an existing product, business rules in Siebel verify the type of change is allowed and prevents users from making invalid product or pricing adjustments during the process.
There is also a significant reduction in the number of screens and user actions required to perform Asset Based Ordering process compared to the Siebel UI.
Product Migration is the process to migrate a customer from a product they own to a valid replacement product. When agent initiates the migration process, the aMind application presents a list of allowed replacement products calculated based upon Siebel asset business rules.