Ludovic - Consultant SIEBEL

Since March 2003 FREELANCER
Company: Deutsche Telecom (Telecom company)
Location: Bonn (Germany)
Duration: November 2010 – Ongoing
Project Description: New CRM program for all the operations around the word. The first wave includes 4 countries (Macedonia, Czech republic, Slovakia and Hungary). The program cover all the selling processes of the enterprise (Marketing, Campaign, Sales, Order Management, Partners relationship management, channel management and integration with OSS systems)

Role description: Business analyst and design lead for partners End to end processes:
- Partner Relationship management (Partners registration, Partners membership, partner programs, etc…)
- Retail and wholesale Partners order management (Partners product catalog, product configuration, retail and bulk Orders, integration with partners order management applications)

My role was to :
- Analyse the requirements
- Design end to end processes
- Organize and facilitate workshops with users of all the countries
- Write functional specifications
- Support the offshore developments (in India)
- Support End users Tests
Modules used :
Siebel 8.1 communications, Partner portal

Enterprise Architect
Company: Baxter (Pharmaceutical company)
Location: Brussels (Belgium)
Duration: December 2009 – November 2010

Project Description: Baxter is setting up a Global order management system that include Siebel for the front end processes (Sales process, Order Entry, Call centre, contact management, Account management)
and JDE for the Back end processes (Order management, Warehouse, Logistic)

Role description: Responsible for the Quote Management module, from Analysis to Development
- Requirement gathering
- Functional specification
- Technical specification
- Configuration of the module (Tools, Workflows, eScripts, etc.)
- Integration with the back end system using Siebel EAI
Modules used :
Siebel 8.1 Life Sciences

Company: Darty (Distribution and Telecom Operator)
Location: Paris (France)
Duration: July 2009 – November 2009
Project Description: The goal was to add new functionalities to an existing Siebel UCM application (universal Customer Master). This application is the main customer repository of Darty and then it is integrated with many other Applications (Call center, Cashier, SAP, Sage, ********, DartyBox, etc.)
Role description: Integration Team Lead. The team was responsible for:
- Workshop with other applications owners and users to write integration specifications
- Integration of UCM with various type of applications using 2 type of technologies (MQ Series for mainframe application like cashier application, and Web Service for web based applications like ********)
Modules used :
Siebel 7.8 UCM, Web Services, MQ Series

Company: Turkcell (Telecom Operator)
Location: Istanbul (Turkish)
Duration: February 2009 – July 2009
Project Description: Turkcell is implementing the Siebel Order Management module on top of an existing Siebel based Call Center application. They also want this OM module to Integrate with an existing Campaign management application in order to create orders based on the result of the campaign.
Role description: Product Catalog/Order Management Business Analyst
- Provide guidance and best practices on the implementation of the Siebel Catalog and the Order management processes within a telco operator.
- Analyze the requirements, study the technical feasibility and provide design and implementation solutions.
- POC of using the new Siebel 8 OM web services for the integration of Siebel with other channels (Web, SMS, WAP)
- Order Management Workflows modifications to meet the users requirements
Modules used :
Siebel 8 eCommunications

Company: Belgacom (Telecom Operator)
Location: Brussels (Belgium)
Duration: August 2008 – January 2009
Project Description: Belgacom is willing to implement a new system to handle account and order management. They are thinking of Siebel, so they hired a team to deliver a blueprint. This includes:
- Order management process
- Product and pricing model
- Account management
Role description: Product and pricing business analyst
- Understand the current catalog (workshops with Marketing)
- Analyze the Gap between the current catalog and Siebel Catalog
- Propose Solutions
Modules used :
Siebel 8 eCommunications

Company: Telefonica O2 (Telecom Operator)
Location: Prague (Czech Republic)
Duration: November 2007 – July 2008
Project Description :
- Upgrade the Current CRM for Land Line Customers from Siebel 7.5 to Siebel 7.8
- New CRM application for Mobile Postpaid customers in Siebel 7.8
- Merge of the 2 applications to create Convergent offers
Role description Product Catalog/Order management Business analyst
- Gathering Products and Services information (From existing BSCS system, from marketing documents, from workshop with marketing people)
- Gap analysis (analyze gap between the postpaid catalog and the standard Siebel one, propose solutions to fill the gaps)
- Detail Design the product catalog for Siebel implementation (Main products, Subcomponents, Attributes, User Interface, Business rules, Promotions, Prices etc…)
- Modification of existing OM workflows to handle Telefonica specific requirements
Modules used :
- Siebel 7.8 eCommunications

Company: Tiscali (Telecom Operator)
Location: Cagliari (Italy)
Duration: June 2007 – November 2007
Project Description Upgrade and enhancement of the core business support systems of Tiscali. This BSS system includes:
-CRM with Siebel (Account management, Campaign management, Order management, Marketing, Sales, Loyalty)
- Web portal (custom development)
- Billing system with Geneva
- EAI with Tibco
Role description Business analyst – Order management and Provisioning
- Animation of workshop with Customer representatives and back office activation team to understand the provisioning business process
- Animation of workshops with OSS provisioning system owners (Voice, Broadband ADSL and IPTV) to define the messages flow
- High level design of the provisioning solution (Sequence diagrams of messages flow, Provisioning interface definition, Use cases to illustrate the CSR experience in Siebel)
- Detail Design of the Siebel Order Management module. (Modification of standard OM Workflows, Web services, Integration objects, XML exchange with the Tibco provisioning engine)
Modules used :
Siebel 7.8 eCommunications

Company: Verizon business (Telecom Operator)
Location: Paris la defense
Duration: April 2007 – June 2007
Project Description:
Creation of a portal who give to verizon MNC customers the possibility to
- Submit orders online
- Raise Service request and trouble ticket
- View information about new products and offers
Role description: Siebel eCustomer Business Analyst
- Workshop with the business to understand the requirements
- Documentation of the functional specifications
Modules used :
Siebel 7.8 eCommunication

Company: MTN (Global Telecom mobile operator in Africa)
Location: Douala (Cameroon) and Johannesburg (South Africa)
Duration: February 2005 – January 2007
Project Description: MTN Cameroon has decided to implement a CRM solution for sales and customer care through various channels (Call center, Service center and web self service). The application will be used in Front office as well as in back office, and will be interfaced with existing legacy systems (CCB for Postpaid billing , Ericson PPAS for prepaid, Ericson multi activation for provisioning, Oracle Financial, etc…)
Role description: Business Analyst and Project Management. My role was very wide and included:
Business requirement capture
- Organize and facilitate workshops with business owners to understand the existing environment and the expectations
- Define To Be processes and legacy systems integration needs
- Participate in the writing of the RFP (request for proposal)
Package selection (software and integrator)
- Vendors responses evaluation (Technical and functional coverage)
- Recommendations on the choice
Solution implementation
- Help the integrator team to understand the existing environment and the client expectations.
- Implementation of the product catalog in Siebel
Modules used :
- Siebel 7.8 eCommunications and Siebel 7.8 sales Force Automation

Company: HEWLETT PACKARD (IT)
Location: Munich
Duration: August 2004 – February 2005
Project description: HP is developing a worldwide PRM (Partner Relationship Management) application based on Siebel PRM. This application will provide enhanced capabilities in:
- Account management & Profiling
- Business Planning
- Lead management
- Partner Portal
Role description: Integration Lead for external applications.
- Communicate on the partner portal with External application owners
- Analyze the complexity of setting up external applications on the portal and provide recommendations (Symbolic URL, Symbolic URL arguments, HTTP protocol, XML gateway, Integration objects, Workflow process and policy, EIM, security, encryption, single sign on etc.)
- Setup a proof of concept to validate the approach
- Prepare the implementation (Roadmap, methodology, infrastructure)
Modules used:
Siebel 7.5 PRM (Partner manager and Partner Portal)

Company: ******** (Logistic)
Location: Brussels
Duration: March 2004 – August 2004
Project description: ******** is a market place for logistics and transports professionals. Distributors post offers on the web sites, and transporters consult them. ******** is implementing a Siebel based SFA application to better handle their Sales and Marketing operations.

Role description: Integration Lead.
- Workshop facilitation and business requirement capture
- Technical architecture design (XML Message format, Transport protocol (HTTP), EAI Siebel adaptors, EIM etc.)
- Planning setup
- Configuration with Siebel eAI (Integration objects, EAI Business services, workflows Process and workflow policy, Runtime events, eScript and VBScript)
Modules used:
- Siebel 7.5 Sales Force Automation

Company: RECKITT BENCKISER (Consumer Goods and Pharma)
Location: Paris
Duration: : July 2003 – February 2004
Project description: Reckitt Benckiser is rolling out a worldwide Siebel based application with the following functionality:
- In Store Visit (Route scheduling, Visit Preparation, Visit Execution)
- Trade Fund Management
- Invoices association and payments
- Trade promotions Management
- Sales volume planning

Role description : In charge of the Change management for Western Europe (France and Belgium)
- Communicate on the new application within the company (Boot Camp sessions with users, Presentations to the board of directors etc.)
- Animation of Conference Room Pilot sessions with super users to test the application and map it with the existing process, or to define new process
- Escalation of Bugs and change requests to the development team in London
- Creation of training materials
- Training of trainers
- 1 month post go live support
Modules used:
- Siebel 6 Consumer Goods and SFA

March 1999 – February 2003 Deloitte Consulting – Senior CRM Consultant
Company: PHILIP MORRIS INTERNATIONAL (Consumer Goods)
Location: Munich
Duration: March 2002 – December 2002
Project description: The goal was the development for Philip Morris across Europe of a siebel based SFA system to best support marketing and sales objectives. The approach was to develop a single core system and to adapt it to each local market.
Role description: Order Management design and development for Germany.
- Animation of workshops for scoping and high level design involving process owner users.
- Business requirements analysis and documentation
- Technical design and documentation
- Configuration and development with Siebel tools and Siebel VBScript
- Team management (4 developers): planning, status report.
Modules used:
- Siebel 6 Consumer Goods and SFA

Company: NPOWER (Telecommunication)
Location: Bath and Birmingham
Duration: October 2000 March 2001
Project description: The project was aimed at setting up a new Siebel based Call center application to handle clients and prospects calls, billing, payments and service requests
Role description: Interfaces and Data migration
- Systems architecture design (interface with Network supplier, payment and cash collection systems, billing system and print fulfillment system)
- Data extraction from legacy systems to flat files or Excel Sheet
- Data transformation and cleaning
- Data loading into Siebel with Siebel EIM.
- Siebel side interface development with Siebel EAI (Integration objects, Predefined and Custom Business services, Workflow process and workflow policy)
Modules used :
- Siebel 6 Communications

July 1997-january 1999 N-SOFT – CTI Software engineer
Company Description: N-Soft is a French software manufacturer specialized in CTI middleware.
Role description:
- Conception and development of new product and add of new functions on the existing ones. Developments were in Visual C++/MFC and Visual Basic and they were using the Microsoft ActiveX and COM/DCOM technology.
- Provide technical leadership for customer projects using N-Soft technology. Conduct workshops
- Author and deliver Detailed Design Documents, and white papers about N-Soft products

Technologies used :
- Visual C++/MFC
- Visual Basic
- ActiveX
- COM/DCOM