Siebel User Group Australia

To coincide with the launch of the user group in 2007, the Siebel User Group Australia (SUGA) in conjunction with the Oracle Application User Group (OAUG) put together events on topical issues related to the latest release of the Siebel 8.0 application. Events and topic discussions can be seen below.

21 August 2008 - "The Single View of a Customer - Myth or Reality"

Organisations implement CRM to achieve the vision of a single view of the customer. Is this vision achievable or an unobtainable goal? It is one thing to capture customer information but how do organisations deal with customer information captured in different ways? Can your CRM system recognize that John, Jonathan and Johnny Doe are the same person? Is AA B Plumbing the same business as A B Plumbers? What are the best approaches in Siebel to searching, data quality and data correction? What is your approach to customer master data management?

Join us for our next panel event on Thursday 21st Aug 2008 to hear Siebel specialists talk about their experiences in managing this issue in their previous projects. This discussion will be a moderated panel with the following expert Siebel professionals:-

• Greg Lansom, Director Business System Support, Dept of Community Services
• Mike Peppou, CRM Lead, News Corporation
• Rahul Dutta, Dev & Support Mgr, NSW Government Licensing Service

This panel discussion will be moderated by Tom McCutcheon, an experienced Application Architect from AMP. Tom is also a member of the SUGA organising committee.

There is no charge to attend SUGA events. However, registration is required for catering purposes; please register if you intend to attend. Additional sponsorship opportunities are available to organizations interested in supporting the user group and the Siebel community.

As a prelude to the upcoming release of the new version Siebel 8.1, we featured a presentation on “Siebel 8.1 – What’s Coming Up”. There was also a presentation by Trillium Software on the latest in CRM data quality tools.

Presenting from Oracle was Wayne Houghton (Sales Consulting Director). Wayne has been working with the Siebel product for the past eight years and is responsible for managing the entire Siebel solutions consulting team in ANZ. He provided in an insight into what new features we may expect in the new Siebel 8.1. Jonathan Miller (Technology Alliances Manager) presenting from Trillium discussed the importance of data quality in successful CRM implementations.

Does Siebel play a consistent role in the enterprise architecture of different organisations? Or does it do different things, including acting as a customer master, front end application, data source or integration hub? The following Siebel professionals shared their thoughts on this topic.

Richard Eden - Siebel Program Manager, Department of Community Services (DoCS). Richard holds key program management responsibility for the Siebel deployment at DoCS. The department has implemented Siebel to support the needs of 3000 Case Workers as well as to allow external agencies to co-manage cases and to open a new channel for mandatory reporters to allow them to report children at risk of harm.

Bruce Massey - Customer Systems Manager, Merck Sharp Dohme Australia (MSDA). Bruce played a key role in managing the end to end design & delivery of the Siebel CRM program at MSDA. The purpose of the MSDA's CRM program is to implement the processes, competencies and technologies required to support MSDA's customer facing initiatives. As part of this project, the Siebel application has been successfully deployed to all field sales representatives as well as customer service staff within MSDA.

Mike Read – Business Manager, Optus Business. Mike has been involved in the Siebel CRM program at Optus for seven years from its start. Mike has played a number of roles in the Siebel program at Optus and he has been responsible for Business units to IT liaison, the integration of Siebel into Business processes and vice versa.

The discussion was moderated by Stuart Hamilton. Stuart is an experienced Senior Siebel Consultant, and is currently the Integration Lead at News Limited. For photos from the event, Click Here.

22 Nov 2007 - "Siebel 8.0 Upgrade - An Australian Case Study"
This event featured a presentation on Australia's first ever Siebel 8.0 upgrade project at Lion Nathan. Cathy Lowe, IT Capability Manager at Lion Nathan and Riccardo Roma, Principal Consultant at Bright Blue Solutions, recounted their project experiences, what worked well, what to look out for, what they would and wouldn't do again and other helpful hints and tips. Click here to download a copy of the presentation from the event. Click here to view photos from this event.

27 Sept 2007 - "Siebel Upgrade Strategies"

This event featured a moderated panel discussion on Siebel upgrade strategies. The event featured three senior Siebel specialists talking about their experiences working on current Siebel implementations/upgrades in Australia. Panel participants included the following expert Siebel professionals:-

Robert Leatch - Technology Group Manager CRM, News Limited. Robert manages the strategic deployment of all CRM related technologies for the overall News Limited Group and he is also responsible for managing the solution architecture and project teams for the entire Siebel programme at News Limited.

David Young - Team Leader Corporate Siebel Team, Sing Tel Optus. David has key project management responsibility across both project and support functions for the Siebel CRM SMART (Sales & Marketing Account Relationship Tool) application at Optus. The Siebel SMART application has been deployed to over 1200 users thoughout Australia at Optus Business. David had active involvement in both the Siebel 6 to 7.7 and 7.7 to 7.8 upgrades at Optus.

Bill Springett - Relationship Builder Development Manager, Westpac. Bill manages the end to end design & delivery of the Relationship Builder application, which is Westpac's Siebel CRM platform. This platform was upgraded from Siebel 7.5 to 7.8 in January of this year, and Bill played a key role in this project.

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