CRM Modernization: Siebel Proof of Concept with Advanced Integrations

Involved Institutions: Customer in Puerto Rico

Provider: SOIN Soluciones Integrales S.A / Oracle

Project Year: 2023

The Challenge:

As part of its evaluation of a new CRM platform, the client required an advanced demonstration of Oracle Siebel’s integration capabilities. The challenge was extreme: SOIN, acting as Oracle’s technical partner, was required to design, develop, and deploy a complex set of REST API integrations in record time (less than five weeks), under an aggressive execution window and with limited initial information about the client environment. Technical complexity was further increased by the client’s security constraints, which prevented the use of conventional integration methodologies and required the design of a creative, secure solution.

Our solution:

Under a time-critical scenario, SOIN deployed a specialized team that executed a four-pronged strategy: • Agile Development and Rapid Prototyping: Creation of functional REST APIs with simulated responses to demonstrate real-time data flows within Siebel interfaces, enabling immediate validation with stakeholders. • Secure and Innovative Integration Architecture: To overcome security constraints and tight deadlines, a robust integration approach was implemented using Unix command-line resources. This solution enabled controlled and secure invocation of external services directly from the Siebel server. • Visual Presentation in Siebel: Configuration and customization of Siebel views (Applets) and screens (Screens) to clearly and dynamically consume and display responses obtained from the integrations, completing the demonstration of an end-to-end business cycle. • Full Demonstration of Siebel Capabilities: Configuration and customization of Siebel functionalities to demonstrate agility, ease of implementation, and ease of use, completing the demonstration of a full end-to-end business cycle.

Results:

• Successful Delivery Under Pressure: A fully functional POC was delivered within the critical timeline (less than five weeks), including the development and deployment of more than 10 specialized REST API integrations, enabling Oracle to successfully showcase Siebel’s advanced capabilities to the client. • Technical Validation of a Secure Architecture: The project demonstrated that modern REST-based integrations can be built in Siebel even in environments with strict security constraints, using alternative and robust integration approaches. • Expanded Capabilities Across Critical Modules: The developed integrations were embedded and visualized in key Siebel CRM modules, including Account Management, Order Entry, Document Management, and Resource Inventory Management, demonstrating the versatility of the platform. • Strengthened Partnership and Trust: This project reinforced SOIN’s position as a reliable and agile execution partner for Oracle, capable of resolving complex technical challenges under demanding conditions. • Foundation for Future Opportunities: The successful POC established both the technical and trust foundations for future commercial discussions regarding the implementation of Siebel at customer in Puerto Rico.

Technologies used:

• Oracle Siebel CRM 24.8 • REST APIs • Unix Scripting (Shell / Bash) • SQL • cURL