Universal Application Network - Cisco
Universal Application NetworkPaul NaishLead Architect, eBusiness Solutions GroupSiebel SystemsAgenda XYZ Needs & Challenges Universal Application Network Business Process: Create and Validate Order UAN Example: Change of AddressXYZ&ABC1
XYZ Total SolutionApplications/IntegrationApplication InfrastructureVoice/Data Network InfrastructureAdaptive InfrastructureSiebel Multichannel eBusiness SolutionsCRM best practices derivedfrom more than 3,500customer deployments100’s of CRM best practices19 vertical product lines3,200 pre-configured views8 horizontal product linesERMSalesMarketingServiceTrack business performanceSeamless application integration2
Disparate and Disconnected Data at XYZ and ABC CorporationXYZ&ABCCustomerWeb & EmailCall p.MarketMarketPlanningPlanning rManuf.Field Service ulfillmentFinanceSalesSalesPlanningPlanning msField Sales XYZReturnsReturnsAndAnd ntHRLegacyMultichannel, CustomerCustomer-Centric eBusinessCustomerWeb & EmailCall CenterField SalesField ServicePartnersCustomer ManagementManagementSalesSales mationFulfillmentFulfillmentAnalyticsUniversal Application NetworkCustomerMasterERPBillingOSSHRLegacy3
Current Integration Approaches Are Costly and High RiskCommon connectivity model, butpoint-to-point for transformations,and requires custom buildingbusiness processesUCMPoint-to-Point for connectivity andtransformations – the “Order N2problem”UCMBusiness Process Integration M WEBAPPLICATIONBusiness Process ationTransportERPUCMCRM Rich library of pre-packaged, industry-specific integration business processes Built using a very systematic, service-oriented architecture XML and Webservices standards based Portable library runs on multiple industry-leading Integration Server providers4
Universal Application Network Integration Solution for XYZSiebel provides theIntegration BusinessProcesses LibrariesIntegration Server Vendorprovides the Integration ServerIntegrationStandardsBusiness ProcessBasedLibrariesRepresentationBusinessProcess FlowsIntegration Server Vendorprovides the Tool formodifying and extendingthe Business ProcessesBPEL4WSBusiness Process DesignerCommonObjectsXSDBusiness Process ationTransformationsXXXXXSLTIntegration ServersHP Adaptive Infrastructure, Cisco Communications InfrastructureOrder Processing: XYZ ABC ProductsSiebel CRMUniversal Application NetworkBEA Integration WebServABCManu5
Multichannel, CustomerCustomer-Centric eBusiness for XYZ CorporationCustomerWeb & EmailCall CenterField SalesField ServicePartnersCustomer ManagementManagementSalesSales mationFulfillmentFulfillmentAnalyticsUniversal Application inessProcessesBusinessProcessesProcess Area: Order ManagementCreate andValidateOrderImport andValidate OrderCreate OrderImport OrderCreate DeltaQuote fromCustomerAssetFix InvalidOrdersCreate rove OrderValidate andSubmit OrderProcessCustomerOrderProcessInternal OrderBroker Order Pick//PackGoodsPick/PackGoodsShip GoodsShip GoodsDeliverGoodsDeliverGoodsReceiveGoods IntoInventoryClose OrderModify /Cancel OrderHold andReleaseOrdersModify OrderHold OrderProcessOrderModificationProcessOrder HoldCancel OrderProcessOrderCancellationReleaseOrder HoldReturnOrderVerify andCapture RMAShip ReturnGoodsReceiveReturn GoodsProcessReturn Order(includescredit, updateasset)ProcessRepair OrderProcessExchangeOrderBroker Return6
Business Process: Create Order for XYZCustomerCallCenterInitiateOrderCreate OrderHeaderAgree toShipDatesRequestProductsAdd Itemsand ures(ABC)WarehouseAvaibilityGet PromiseDate forProductAcceptShipmentDatesGet PromiseDate tainShippingCostsObtain TaxesCalculateShippingCostsCalculateAll redit/PreauthorizePaymentApproveOrderSubmit OrderFinalizeOrderUpdate andCommitOrderManufactutingATPUpdate andCommitOrderManufactutingATPShipping CostLookup/CommitExternalServicesCanadian TaxU.S. TaxPreauthorizePaymentBusiness Process: Create Order for XYZCustomerCallCenterInitiateOrderCreate OrderHeaderAgree toShipDatesRequestProductsAdd Itemsand ures(ABC)ExternalServicesWarehouseAvaibilityGet PromiseDate forProductAcceptShipmentDatesGet PromiseDate tainShippingCostsObtain TaxesCalculateShippingCostsCalculateAll redit/PreauthorizePaymentApproveOrderSubmit OrderFinalizeOrderUpdate andCommitOrderManufactutingATPUpdate andCommitOrderManufactutingATPShipping CostLookup/CommitCanadian TaxU.S. TaxPreauthorizePayment7
Business Process: Create Order for XYZCustomerCallCenterInitiateOrderAgree toShipDatesRequestProductsCreate OrderHeaderDeterminePromiseDatesAdd Itemsand ibilityGet PromiseDate forProductAcceptShipmentDatesGet PromiseDate tainShippingCostsObtain TaxesCalculateShippingCostsCalculateAll redit/PreauthorizePaymentApproveOrderSubmit OrderFinalizeOrderUpdate andCommitOrderManufactutingATPUpdate andCommitOrderManufactutingATPShipping CostLookup/CommitExternalServicesCanadian TaxU.S. TaxPreauthorizePaymentUniversal Application Network ArchitectureBusiness Process defined againstCommon Object Model, Applicationindependent.TrialIntegration ServerBusiness Process ansformationTransformation/to from CommonObject Model and Applicationformat.SiebelXYZ ManuAdapter(Web Service)Adapter(Web Service)Adapter(Web Service)Transport LayerABC ManuApplication format, using ownkeys and codes independentof UAN8
Universal Application Network Reduces Cost & Effort RequiredImplementing Business Processes for UAN represents up to a 60% reduction inwork effort over custom developmentRELATIVE INTEGRATION WORK EFFORT PERCENTAGES100%Baseline IntegrationWork EffortWork Effort PercentDesign 10%60%SavingsDevelopment 47%40%Design 5%Testing 20%Development 18%Testing 8%Management 7%Management 3%Contingency 16%Contingency 6%Traditional DevelopmentUAN 1.0Numbers represent Accenture’s estimate to integrate Siebel, Oracle and SAP in a 1billion company across customer, product and order processesUAN Reduces Time to Market by 30%Accenture estimates that a UAN implementation could eliminate a custom project requiring 2X to3X the work effort. UAN could save 60% of the work effort and reducereduce time to market by 30%Project Development BenefitsFortune 500 Company, integrating Siebel, 2 ERP systems acrossCustomer, Product, and Order ProcessesImprove Project Work Effort1Reduce Time To Market11,800Number of Days1,40060%SavingsCustomInterfaces7 months1,000600UAN5 months30%200-200Custom InterfacesUAN01234567Time to Market(months)9
UAN Functionality for Create and Validate Order Business ProcessFunctional Area TasksSubSub-AreaNon UANUANArchitecture forBusiness ProcessesFramework andcommon services-3Common ObjectsCommon object datamodel-3IntegrationRequest ATP Check-3BusinessCheck PricingProcessRequest Credit Check-3Submit Order-3Siebel 7.5-3SAP-3Legacy--Siebel 7.5-3SAP-3Legacy--Data TransformationsApplication Interfaces(workflow, integrationobjects, APIsequencing, etc.)3UAN 1.0 Integration Business ProcessesCustomer LifecycleProduct LifecycleOrder ManagementSync AccountSync ProductCreate OrderSync ContactUpdate Product,Request Credit CheckRequest AccountCreate Customizable ProductRequest ATP CheckRequest ContactSync Class & AttributesRequest Order UpdateMatch AccountUpdate Class & AttributesMatch ContactSync Price ListCreate RMAQuery AccountUpdate Price ListRequest Order CancellationQuery ContactUpdate AccountUpdate ContactSync Cost ListUpdate Cost ListArchive ContactPartner ManagementCreate Order Async* (PIP 3A4)Sync Catalog* (PIP 2A1)Update Customer GroupArchive AccountUpdate OrderReq. Order Cancellation Async (PIP 3A9)Create Customer GroupDelete Customer GroupSync AssetERMUpdate Order Async (PIP 3A6)Request Order Update Async (PIP 3A5)Sync Expense ReportCreate RMA Async (PIP 3C1 - Sample)Request Shopping Cart TransferBi-directional IBP10
CRM Business ProcessesMarketing Business ProcessesService Business ProcessesMarketing Planning and BudgetingSegmentation and TargetingCampaign DevelopmentCampaign ExecutionResponse CaptureMarketing OperationsCampaign Performance AnalysisMarketing Communication Plan DevelopmentContract ManagementService InitiationService DeliveryParts DeliveryParts Order Modification/CancellationParts ReturnParts RepairSelf-AssistedService DeliveryService Delivery and Resources AdminInvoice to CashReplenishment/Inventory ControlPreventive MaintenanceAssets ManagementProfessional Services ManagementSales Business ProcessesLead to OpportunityTerritory Mgmt and Opportunity AssignmentOpportunity to QuoteForecastingSolution Design and QuotingOrder to InvoiceOrder Modification/CancellationReverse LogisticsSelf-Assisted OrderingInvoice to CashCustomer Asset ManagementCollaboration and Team SellingIncentive CompensationQuota PlanningGlobal Account ManagementAccount ManagementSales and Service Activities CoordinationCommon ProcessesEnterprise SetupCustomer ManagementCustomer FeedbackProduct Life CyclePricing AdministrationContent ManagementBusiness Rules AdministrationData Quality ManagementCall Center SupportWeb SupportERM and PRM Business ProcessesERMPRMPlanning & Budgeting ProcessesPartner Life Cycle ProcessesCompensation PlanningBudgetingChannel StrategyPartner Program ManagementRegistration and EnrollmentPartner Training and ReadinessProfile ManagementJoint Partner PlanningWorkforce Trainingand Development ProcessesPerformance ManagementTraining Course ManagementDistance Learning ManagementCompetency ManagementHiring and RecruitingEmployee Productivityand Support ProcessesProject ManagementEmployee Help Desk SupportEmployee ManagementTime and Expense ManagementEmployee Self-ServiceMarketing ProcessesMarket Development Fund RequestIncentives AccrualsChannel Marketing Planning, Budgeting, andAnalysisCollaborative Campaign ManagementNew Product IntroductionSales ProcessesLead Management (Influence Selling Model)Lead Management (Indirect Selling Model)Service ProcessesCustomer Service through Brand OwnerCustomer Service through PartnerPartner Self-Service11
Industry Business ProcessesTelecommunicationBusiness ProcessesIP–VPN Order ProcessingFrame Relay Order ProcessingBusiness Voice Order ProcessingResidential Voice Order ProcessingDSL/Cable Modem Order ProcessingResidential Cable Order ProcessingResidential DSS Order ProcessingRetail Energy/Utility Order ProcessingWireless Order ProcessingAdvertising Order ProcessingInvoice Presentment ProcessBalance Transfer ProcessSubmit Adjustment ProcessDeposit Management ProcessSubmit Payment ProcessCancel/Rebill ProcessBudget Billing ManagementInstallment Plan ManagementBudget Billing Mgmt Service AssuranceTrouble/Outage ManagementAffected Customer DeterminationMedical Business ProcessesContract ManagementRegulatory Reporting and ManagementProduct Life Cycle ManagementEnergy Business ProcessesStructuring and PricingCampaign Design and ManagementSupply, Demand, and Risk Management SalesCampaign ExecutionOpportunity ManagementProposal ManagementContract ManagementEnrollmentSales ManagementSystem and Network OperationsBilling InquiriesMove-In, Move-Out, and Hook-UpsCredit and CollectionsOutage and Emergency CommunicationsAccount ManagementInformation InquiriesResource Dispatching and SchedulingFinancial ManagementMeter ReadsNew Connections and InstallationsOutage and Emergency RecoveryConnect and DisconnectHome and Family ServiceService Analytics and ReportingWork ManagementBusiness SupportBusiness Strategy and ManagementEmployee EffectivenessIndustry Business Processes—Processes—ContinuedInsurance Business ProcessesRisk EvaluationQuote/Illustration DevelopmentApplication ProcessingUnderwriting/Case ManagementPolicy IssuanceCustomer InquiryPolicy Change ProcessingPolicy IssuanceUnderwriting/Case ManagementIssue ResolutionNotify First Notice of LossDetermine Policy CoverageSend Payment InformationReceive Estimate InformationSet Reserve LiabilityNotify Reinsurer of Potential LiabilityRetail Finance Business ProcessesApplication SubmissionCredit DecisioningAccount SubmissionPartner IntegrationCIF SynchronizationFinancial PlanningFraud DetectionFinancial CalculationTransaction ProcessingFulfillmentInstitutional FinanceBusiness ProcessesAnalyze PortfolioIndications of InterestQuotationsAlertsOrder SubmissionOrder Status MonitoringPortfolio and Risk AnalysisPharmaceuticalBusiness ProcessesAccount ManagementMedical Education ManagementFormulary ManagementSamples ManagementData ManagementClinical Trial ManagementConsumer GoodsObjective ManagementTrade Promotion ManagementDeduction Management12
Universal Application Network – Customer Feedback“Siebel Systems understands the application integration issue .Universal Application Network’s vendorindependent approach is designed to help us better leverage our existing IT investments, decrease time-tomarket and lower our deployment and support costs”“By focusing on our strategic goals for eCRM and accelerating the integration with our SAP and other backoffice systems, Universal Application Network enables the company to deliver a highly focused marketpenetration strategy, streamline the order management process, and help us increase revenue ”“Universal Application Network is exactly the architecture that will enable a rapid integration of our internaland customer-facing applications at a very low cost while giving us maximum flexibility.”“Siebel is the first vendor to provide a customer-focused solution that allows enterprises to quickly and costeffectively integrate all their applications using a standards-based architecture, that is both scalable andreliable.”“The cost-effective, seamless integration capabilities of Universal Application Network, together with theunrivaled functionality of Siebel eBusiness Applications, will enable us to efficiently focus on customeracquisition, retention, and win back.”“Business process integration based upon proven standards and leveraging existing systems were ourfundamental application integration solution requirements. With the introduction of the Universal ApplicationNetwork, Siebel Systems is the first application vendor to provide a customer-focused solution that allowsenterprises to cost-effectively integrate all of their applications while reducing the need for customization,accelerating the CRM deployment success and reducing the total cost of ownership [TCO].”UAN Value Proposition for XYZ and ABC CorporationBest in Class Application Integration Solution Pre-packaged, industry specific integrationbusiness processes Standards Based Built for Change Leverage existing application investments andbest-of-breed applicationsXYZ Leverages proven integration server technology&ABCUAN will reduce cost and risk of integration13
Universal Application Network: Address Change ExampleCustomerXYZ CSRCustomer Calls XYZ tochange addressCSR updatesaddressSiebelApplicationUpdatesaddressSends changenotificationUAN Solution3rd PartyApplicationsRetrieves updatedaddress from SiebelReceives the changenotificationCoordinated by theSiebel BusinessProcesses andIntegration ServerSends change ofaddress to 3rd Party App.Integration ServerPeoplesoftSAPOracleUCMLegacyReceives the changeof addressWeb App.ERPSCMUpdates the changeof addressSiebel and SAP Data Models—Models—Customer AddressIntegration ServerSAPBusiness Process mationTransformationTransport LayerAdapterCustomer #1 -3742Address130 StateStreetZip95010CountryUSAAdapterCustomer #100234*Address130 StateStreetState*California*Postal Code*95010CountryU.S.*SAPDataModelHighlight denotesdifferences inthe fields fromSiebel data model14
Example: Common Object and TransformationsAddressCommon ObjectCommonCustomer #SAPCustomer #100234*Address100 l Code8501585015Postal Code* 95010Customer #37421 --3742Address130100 UnitedStatesUpdateAddress inCommonObjectChangeAddress inSiebelCountryU.S.*3UpdateAddress inSAPExample: Propagating Address Change to Additional ApplicationsAddressCommon ObjectCustomer #1 --37423742CommonCustomer #Address130100 StateFirstStreetAvenueAddress100 al CodeCountryS1001234585015SAPCustomer #AddressState*100234*100 stal Code* 95010CountryU.S.*UnitedStatesLEGACY APPLICATIONAddress Common Object makes it easierto propagate Address Change toadditional applicationsCustomer #A-78902Address100 FirstAvenueZip85015CountryUSA15
Summary: Integration Architecture Evolution Within Siebel eBusinesseBusiness UAN- Business processes- Common objects- Transformations Web Services- SOAP 1.1- WSDL 1.0 Enterprise ApplicationIntegration (EAI) Transports- MQ- XML- HTTP-Integration objectsBusiness ServicesWorkflowMSMQ Standards-Based Interfaces- COM- CORBA- Virtual Business Components Component-Based Architecture- Real-time, Batch- EIM19951998199920002002UAN SummaryBusiness ManagersIntegration Server Faster time to rPeopleSoft LegacyAdapterTransport LayerAdapter Increased Customer Satisfaction Flexible architecture allows for rapidmodification of business processesTransformationAdapter Eliminate re-deployment costs Reusable application agnostic businessprocessSIEBELDataModelAdapter Deploy best practice business processesacross the organizationSAPBusiness Process Controlleri2DealerSAPDataModelIT Managers Reduced Implementation costs Pre-built solutions instead of building custom solutions Minimize the number of integration points through the common object model Reduce labor-intensive efforts to build transformation maps Integration Server flexibility Standards based solution Minimize total cost of ownership16
Thank You17
Process Area: Order Management Create Order Create Delta Quote from Customer Asset Create Quote from Reference Document Create/Update Contract Approve Order Create and Validate Order . Numbers represent Accenture’s estimate to integrate Siebel, Oracle and SAP in a 1billion company acro
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