Capgemini’s Global Presence Facilitates Alcatel’s Implementation of Siebel Sales Force Automation Application
Alcatel is a world leader in communications networking. Headquartered in Paris and with a strong presence in 130 countries, Alcatel has 116,000 employees worldwide and generated 23 billion euros in sales in 1999.
- Region
- Canada
- Alliance partner
- Siebel
- Solution
- Business Intelligence
- Infrastructure and Security
- IT Transformation - Strategy and Architecture
- MSS Transformation
Alcatel is a world leader in communications networking. Headquartered in Paris and with a strong presence in 130 countries, Alcatel has 116,000 employees worldwide and generated 23 billion euros in sales in 1999. Alcatel Corporate engaged Capgemini to customise a software prototype of a SFA (Sales Force Automation) application, based on Siebel 99.5 and tailored to meet the requirements of a test group of Alcatel’s clients. Subsequently, Alcatel awarded Capgemini the contract to rollout the SFA application to 4,000+ end-users by year-end.
Client Profile
As an industry leader in ADSL (Asymmetric Digital Subscriber Lines) equipment, terrestrial and submarine optical networks, fixed wireless access, public switching, intelligent networks, and facilities management, Alcatel is a key player in the fields of telecommunications and the Internet. With its expertise in communications systems, its full line of products and innovative services, Alcatel provides integrated, end-to-end services globally, from basic telephone services to highly sophisticated multimedia networks.
Alcatel recently acquired Newbridge Networks, a Canadian telecommunications manufacturer centered in Kanata, Ontario. Newbridge merged with Alcatel’s CDD (Carrier Data Division) to form the new CID (Carrier Internetworking Division) with an anticipated combined annual sales in excess of $2.5 billion. Through the merger, Alcatel extended its global leadership in wired and wireless, multi-service broadband access solutions, which are the foundations of multimedia-ready, next-generation networks. The acquisition greatly increased Alcatel’s presence in Canada and the new division is headquartered in Kanata.
Business Issues
Alcatel desired to improve its system for gauging and predicting customer demand by replacing the various forecasting processes of its sales force with a uniform, fully coordinated application that would dictate global production forecasts. This project was called “Galaxy.” Through the implementation of the Siebel software, Alcatel hoped to reinforce its position at the forefront of the telecommunications industry and strengthen its presence as a leader in e-commerce tools.
Capgemini was chosen because of its demonstrated success in Siebel implementation and project management, and because of its capability of providing and coordinating global IT consulting services.
Solution
Capgemini quickly developed a 15-step implementation methodology for the worldwide core requirements of the project. The main components were:
Assess site readiness / install technical infrastructure
Capgemini helped to take inventory of the technological architecture of Alcatel’s
sales force and existing networks in order to ensure that the capacity existed
to run the new system. Upgrades and new machines were arranged where necessary.
Review sales-force working processes
Capgemini conducted various workshops and meetings in order to review the working
processes of the sales force and to align them with the procedures and capabilities
of the new system.
Data migration
Prior to implementation, there was not a uniform procedure for the organisation
of client contact information; each member of the sales force had his/her own
system. Capgemini oversaw an immense conversion exercise whereby vital information
was taken from its various sources and entered into the new system.
User training
Capgemini conducted the necessary training of Alcatel’s sales force.
End-user support structure
Capgemini created and staffed the end-user support structure.
Go live and post-implementation review
Each go-live was followed by an intense review and evaluation.
In addition to core requirements, each geographical designation had its own unique needs and challenges, and the project teams modified the implementation methodology to suit them. Capgemini’s global presence facilitated this customisation.
For example, the project team for the roll-out in Canada incorporated the country’s provincial divisions into the new system -an integral process in North America, but not required in most of Europe. In addition, Alcatel Canada’s sales force was equipped with Palm Pilots and the team from Capgemini proposed an interface plan between the new SFA system and Palm.
Benefits
Capgemini’s IT expertise and Siebel know-how, along with its strong, global presence, enabled Alcatel’s SFA application to be implemented on time and under budget. In fact, the Canadian rollout occurred months faster than an Alcatel Canada VP thought possible.
The new SFA system is an immensely powerful tool. It has streamlined the entire production forecasting exercise, making it more accurate and efficient. Capgemini has enabled Alcatel to register and access worldwide customer demand in real time. The implementation is not the final step; it is an ongoing, evolving project. Representatives from Capgemini are part of a group centered in Paris that determines the functionality of new versions of the application. Updates are released every three months.
Written in cooperation with Alcatel
