SITA: Opportunity Assessment, Package Evaluation & Selection, Siebel Sales Implementation
Client: SITA
Challenge: CSC was commissioned to deliver an Order Management System which enabled SITA to reduce time-scales for turning around customer orders, produce accurate and valid orders, support a “roaming” sales force, and have the ability to sell solutions, services or individual components.
Solution: Working with CSC, SITA has installed new equipment, implemented newly design processes and systems and increased its capacity to delivery its service to its customers. To bring about this change CSC consultants worked with SITA to install and implement major improvements. In order to deliver rapid business benefits; a quick wins analysis was performed, identifying the biggest gains in terms of both customer and business benefit. Ease of implementation was then considered and functionality was prioritized based on these to two criteria. An ambitious plan was aggressive time-scales was drawn up for the initial and subsequent release into SITA.
Results: The CSC connected client solution was deployed to sites in New York, Geneva and London. The final solution was web-enabled using Citrix technology and was to be accessed by user communities from anywhere in the world.
Related Information
Learn more about CSC's Siebel experience and offerings by reading about our partnership with Siebel on this site. CSC is among Siebel’s top global integration partners. CSC provides the highest level of Siebel certified consultants. This has led to CSC projects earning Siebel’s highest rating for customer satisfaction.
SITA is the major worldwide provider of networking, application and outsourcing services to the airline and airport industries. The business is split into three business units: Networks, Airports and Desktop. Networks is the most mature, creating 70% of SITA's revenue, with Airports and Desktop each generating around 15%. Desktop is the youngest business unit (in existence for approx. 12 months) and is currently the fastest growing. SITA supports members and customers globally in over 220 countries and territories. SITA continues to be the only organization providing the global network services - as well as the IT infrastructure and applications that enable air transport organizations to operate seamlessly.
Business Problem/Client Vision
SITA was finding it increasingly difficult to compete on price, due to its own high operational business costs. Additionally, new entrants into the market place were threatening SITA’s dominant market position with many existing customers defecting for better levels of service and certainty of delivery.
SITA are facing increased competition from other players and need to become increasingly efficient and competitive in order to retain their market position. In addition, their customers are demanding faster response times and better levels of service. SITA's current order management systems are fragmented and inconsistent across the businesses. As a result, they are costly and not scalable with the projected business growth. The Order Management System (OMS) was one of the projects within the CORE program established in response to their current situation and the increasing customer demands.
SITA aimed to standardize customer facing activities which required the deployment of Siebel Call Center application at call centers in Europe and in the US.
Siebel Integration with Legacy Systems
CSC was the Systems Integrator on the SITA CORE (Customer Ordering Re-engineering for Excellence) program providing an Order Management System using Siebel CRM, thin clients and automation in terms of workflow, order management, status tracking and rule-based validations. The CSC connected client solution was deployed to sites in New York, Geneva and London. The final solution was web-enabled using Citrix technology and was to be accessed by user communities from anywhere in the world.
Release 1 provided basic functionality to allow SITA to capture simple orders and monitor their progress. It included Customer, Contact, Product and simple order management.
Release 2 was a thin client implementation. Features added were customer/supplier contract, project management, order planning with MS Project integration, real-time interface into the billing system.
Deployment strategy was perfected using pilot pre-production exercises to ensure all areas of deployment had been covered. The benefits as the solution was deployed were a reduced time-scales for turning around customer orders, increased order accuracy and validity, multi-channel access to OMS, robust and flexible product engine to facilitate the management of both complex and simple orders, improved visibility and access to order information and status tracking, reduced billing errors through a real time interface with OMS, and scalable and robust technical architecture. Working with CSC, SITA has installed new equipment, implemented newly design processes and systems and increased its capacity to delivery its service to its customers.
Benefits
CSC developed training strategy, curriculum and materials. CSC delivered this training through a combination of traditional classroom training and innovative distance techniques such as net meeting.
The benefits of the work CSC performed was realized by SITA as the solution was deployed were:
- Reduced time-scales for turning around customer orders
- Increased order accuracy and validity
- Multi-channel access to OMS
- Robust and Flexible product engine to facilitate the management of both complex and simple orders
- Improved visibility and access to order information and status tracking
- Reduced billing errors through a real time interface with OMS
- Scalable and robust technical architecture