| CRM:
A Large High-Growth Market
CRM remains a
high-growth market that, according to IDC, grew 55-60% in 2000 to
approximately $6.6 billion in revenue from $4.2 billion in 1999,
compared to a growth rate of 71% in the prior year. Siebel remains the
dominant player with 24% market share, with the industry leading
platform for service and sales. The eCRM segment, that is, web-enabled
CRM, is growing at the rate of 126%. Epiphany is the leader in this
segment for marketing automation and analytical CRM. Gartner in its
report Top Ten Trends for 2001 cites:
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Increased
investment in eCRM
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Increased
use of solutions suites such as Siebel
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An
explosion of customer data
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Heavy
use of marketing analytics, to supplant sales and service
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Increased
number of project failures
Best-Of-Breed Siebel and Epiphany
Solutions
ScaleIT
serves customers who have chosen best-of-breed Siebel and Epiphany
sales, service, and marketing automation solutions, to achieve
functional depth in areas such as Siebel’s call center scripting and
Epiphany’s campaign and list management and real-time personalization.
ScaleIT is uniquely positioned to serve customers that choose to deploy
both Siebel, for sales and service, and Epiphany, for marketing and
analytics.
Rapid Deployment Methodology (ScaleIT SPIKE)
ScaleIT
defines a standard methodology that seeks to mitigate the risk and cost
associated with CRM deployments and to return immediate value to our
customers. Our methodology embodies many of the best practices found in the Siebel RAD and Epiphany Concept Model Framework. We
utilize a balanced scorecard approach to define company-wide metrics and
SEI-CCM practices to provide total quality management. The ScaleIT SPIKE
methodology avoids the common pitfalls associated with CRM project
failures.
Strategy: It is important that an organization embark
upon its CRM initiatives with an
appropriate level of business and technical due diligence, executive and
departmental buy-in, well-defined corporate and divisional goals, and an
understanding of how business processes will be impacted. ScaleIT helps
its clients develop a compelling vision, achieve consensus, calculate
ROI, identify low-hanging fruit, develop a clear understanding of
business goals and a balanced scorecard, and evaluate vendors.
Planning: Here we define hard requirements, a rollout
proposal, a project plan, and a set of design specifications defining
the user experience, data integrity constraints, data sources, and the
level of business process integration and automation.
Implementation:
Certified ScaleIT resources, with the benefit of prior CRM engagements,
implement the solution, with the oversight of
senior ScaleIT project managers.
Knowledge Transfer:
ScaleIT
and other affiliated partners offer user training and administrative
support to ensure a smooth handoff.
Evaluation: At the conclusion of a project, you evaluate
our work and the success of the project relative to business goals and
scorecards.
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Customer
Business Process/Workflow Integration
ScaleIT
brings expertise in the engineering of customer-specific workflow using
Siebel Workflow and other workflow tools.
CRM Focused Enterprise Application Integration
ScaleIT
brings expertise in EAI middleware technologies, such as Siebel EAI,
Tibco Active Enterprise, Oracle AQ, and IBM MQ, cultural and business
process automation issues involved in EAI implementations used to link
legacy systems with CRM applications.
CRM Focused Business Intelligence
ScaleIT
brings decades of expertise in customer data management in operational
and analytic environments, data modeling, and the application of EAI,
ETL, and BI middleware. Furthermore, we are versed in the application of
CRM specialized analytical capabilities such as Epiphany AP.
Systems Engineering Depth
ScaleIT’s
understanding of Siebel and Epiphany capabilities extends beyond
user-visible product features and configurables to the underlying
product architecture and artifacts of system implementation that drive
performance, scalability and availability. ScaleIT’s general
technology and system integration background is broad spanning n-tier
componentware web systems, EAI middleware, highly scalable databases,
and high-performance operating systems. Our range of technical prowess
affords us the ability to accurately plan system capacity, identify
points of failure, and to create a fail-safe scalable service
architecture.
Vertical Expertise
ScaleIT
brings vertical expertise in the areas of finance, technology,
telecommunications, retail, life sciences, transportation, and the
public sector.
Exclusive
Partnerships
ScaleIT
has partnered with top-tier firms in the areas of CRM infrastructure,
server and middleware infrastructure, user experience, CRM training, and
global resource providers to offer a complete range of services to our
customers.
ScaleIT Advantage: Successful Deployments
ScaleIT is proud of its record of CRM and SI
accomplishments: deployments of Siebel SFA, Epiphany IP, Octane,
multiple B2B exchanges and B2C commerce sites, and performance-focused
releases of CRM products and leading database products. Our engagements have
included multiple Fortune 500 technology companies, a leading telecom
venture, a life science and public sector B2B exchange, a retail focused
B2C venture, a broadcast media site, and leading financial firms, among
others.
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