OAUG Training Day Bharath Natarajan Hieu Doan Agilent

OAUG Training Day Bharath Natarajan Hieu Doan Agilent Technologies Page 1 Agilent Siebel Program 10/2/2020

Agilent at a glance (FY 09 Data) $4. 5 Billion FY 2009 annual revenue 18, 500 employees Customers in 110+ countries 60+ year heritage of invention and innovation Page 2 Agilent Siebel Program 10/2/2020

Agilent Strategic Intent Measurement solutions partner to every engineer, service provider, and scientist in the electronics and bio-analytical markets Measures of Success: § Best-in-industry satisfaction and loyalty among our customers § Best-in-industry leadership as measured by our employees § Outpace the growth of the market § Superior return to our shareholders Page 3 Agilent Siebel Program 10/2/2020

Current Landscape of Major Systems Simplified BI Reference Architecture ABRT Website Standard Reports Hyperion System 9 OBIEE+ Essbase OBIEE+ TM 1 Sales Comp Query & Analysis HR DSS Calibration Global Data Warehouse OBIA Supply Chain & OM Analytics OBIEE+ EMG Operational Reports Oracle ERP Transactional GL, AR APCC OBIEE+ Siebel Analytics OBIA Warehouse Informatica ETL Matrix. One OBIEE+ SAP ERP SAP CRM Legacy Systems Informatica ETL Oracle Incentive Compensation People. Soft Siebel CRM Orders LSG/CAG Service & Parts Orders PLM Data Bridge Oracle ERP Planning Polaris SAP BI Orders EMG, LSG/CAG Support Agreements EMG Service & Parts Orders Page 4 Agilent Siebel Program 10/2/2020

BI@Agilent ERP Reporting § Custom OBIEE solution for HR and Sales Compensation § Hyperion System 9 § Essbase § OBIA 7. 9. 6. 2 - Supply Chain Analytics/Procurement and Spend (In- Progress) § Advanced Planning Command Center (In- Progress) § Major sources – Oracle EBS, SAP, Peoplesoft, Siebel, Matrix. One and several custom applications Page 5 Agilent Siebel Program 10/2/2020

BI@Agilent CRM Reporting § OBIA – Sales (including Channel) , Marketing, Call Center and Service Analytics § Major Sources – Siebel CRM, Oracle ERP and Incentive Compensation § Recent OBIA projects in CRM space – - Project Neptune 11/08 -6/09 - Siebel 8. x & OBIA 7. 9. 5 - Sales, Marketing, Call Center to Americas - Project Neptune 2. 0 11/09 -6/10 - Siebel 8. x & OBIA 7. 9. 5 - Sales, Marketing, PRM, Call Center to APAC/JPN - Project Neptune 3. 0 11/10 -6/11 - Siebel 8. x & OBIA 7. 9. 5 - Sales, Marketing, PRM, Call Center to EMEA Page 6 Agilent Siebel Program 10/2/2020

Problem Statement What were we trying to solve? § Sales, Marketing, Channel and Call Center businesses were completely disconnected § Different regions had different tools § No closed loop reporting available § Lots of manually intensive processes § No one view of the customer How did we solve it? § Automation of data collection and aggregation § Standard enterprise level business processes § Scalable platforms (single CRM global instance) § 360 degree view of the customer Page 7 Agilent Siebel Program 10/2/2020

Solution Approach Tool Selection Siebel CRM, PRM and BI Apps 7. 9. 5 were chosen • Siebel was the incumbent CRM solution for Service • Siebel provided the end to end solution for the Sales, Channel, Call Center and Marketing businesses • Pre-built Informatica ETL and Subject Areas as part of BI Apps was a very important consideration Approach • OOTB Siebel approach was taken as much as possible • BI OOTB Subject Areas were leveraged in addition to custom built Subject Areas Page 8 Agilent Siebel Program 10/2/2020

Solution Approach – Subject Areas Implemented Sales/Channel Marketing Call Center Service (existing) Pipeline Campaign & Event Analysis Service Request Analysis Service Orders Analysis Forecasting Planning & Budgeting Quote and Order Service Request Agreements Analysis Sales Rep Performance (Custom) Customer Analysis Activity Analysis Partner Analysis 10+ Segmentation subject areas Page 9 Hub Analytics (Custom) Agilent Siebel Program 10/2/2020

Benefits Achieved - Example Page 10 Agilent Siebel Program 10/2/2020

Benefits Achieved – Integrated With Siebel CRM (BELOW TRENDS ARE BASED ON SAMPLE DATA, NOT REPRESENTATIVE OF ACTUALS) Page 11 Agilent Siebel Program 10/2/2020

Benefits Achieved – Integrated Pipeline Reporting (BELOW TRENDS ARE BASED ON SAMPLE DATA, NOT REPRESENTATIVE OF ACTUALS) Page 12 Agilent Siebel Program 10/2/2020

Benefits Achieved – Segmentation Page 13 Agilent Siebel Program 10/2/2020

Sample Custom Subject Areas Sales Rep Performance • Provides comparison of pipeline, quote, forecast and actual • Data is at a monthly level for each sales rep • Snapshot data every month • Historical sales hierarchy as well as current sales hierarchy • Data from multiple sources Agilent Customer Summary • Used for Account and Contact research • Used to determine active and passive customers • Contains first and last interactions • Custom facts at account and contact levels Page 14 Agilent Siebel Program 10/2/2020

Sample Custom Subject Areas OBIEE+ Customer Summary Subject Area Sales Performance Subject Area CRM Warehouse Informatica / PLSQL ETL Oracle Incentive Compensation Oracle ERP All Orders Siebel CRM Quota EMG, LSG/CAG Support Agreements EMG Service & Parts Orders Assets / Master Data Page 15 Agilent Siebel Program 10/2/2020

Customization – Sales Rep Performance SA Page 16 Agilent Siebel Program 10/2/2020

Customization – Agilent Customer Summary Page 17 Agilent Siebel Program 10/2/2020

Lessons Learned § Do not try to replicate legacy reports in OBIA • New tool – New philosophy/New Approach § Engage at the executive level in the business • Do not promote downloads into Excel and email to executives – Encourage the executives to use the dashboards (very important for adoption) § Stagger the OLAP design and development behind OLTP if working on a large project • Go live at least a few weeks later on OLAP • Have contingency plans to pull critical reports till then Page 18 Agilent Siebel Program 10/2/2020

Lessons Learned § Do not underestimate complexity of the OBIA upgrade • We did not understand the nuances of the upgrade on the ETL side until much later into the program § Understand the OOTB subject areas in detail before design for customization § Data validation and testing • Make sure subject matter experts from the business who understand the data are available § Allocate sufficient time for report development after the initial deployment • Minimum of three months is when the report developers were able to be self sufficient Page 19 Agilent Siebel Program 10/2/2020

Lessons Learned § Do not attempt a big bang roll out • Roll out one (or a few) subject areas at a time • Let power users test and build reports and dashboards § Performance trumps incremental functionality • Increasing complexity at the expense of performance is not going to work. • Focus on performance from the beginning on the project Page 20 Agilent Siebel Program 10/2/2020

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