It’s always good to look back at a little CRM history. In 1999, Fortune magazine named Siebel Systems the fastest growing company in America. They were an aggressive, innovative company in the very hot CRM market. Siebel earned success through a combination of innovation and a commitment to customer satisfaction. But by 2006, the CRM market had begun to shift. Oracle absorbed Siebel, just as Salesforce began to revolutionize CRM with the cloud. Companies that implemented Siebel in its prime often enjoyed a big upgrade from what it replaced. But as the new century took shape, companies found themselves burdened with aging systems, often accompanied by a host of complex integrations. This burden led to the inability to make changes fast enough to keep up with business, and created a stress on IT departments.
Wind River Systems was one of these companies stuck with a complicated Siebel mess. And ironically, Wind River is no stranger to technology. They are a global leader in delivering software for intelligent connected systems. Their products are used in cell phones, automatic braking systems, routers, digital cameras, projectors, set-top boxes, traffic signals, even Mars Rovers. Despite their innovative nature, they faced a big problem with their CRM system. Their legacy Siebel CRM had reached its end-of-life, and they needed to support a corporate directive to move all applications to the cloud.
Like many companies, Wind River wanted a 360-degree view of all customer interactions to improve collaboration across regions and sales channels. They also wanted the reports and dashboards needed to manage their business in real time. To get this done, Wind River replaced Siebel with Sales Cloud for all sales activities — from quotes to order submission.
Completing a technology shift like this is never easy. In addition to implementing Sales Cloud, Wind River integrated with Oracle EBS for all order processing activities and Oracle Customer Data Hub for Account and Contact data integrations. Their unique product requirements needed to handle a product hierarchy for 4,000 products, bundle products, and specific pricing attributes for licensing.
The good news is that you are all welcome to learn from Wind River’s journey. On June 2, 2015 at 10am PT / 1pm ET, Salesforce and Appirio will host a free webinar about Wind River’s journey to a modernized CRM system.