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Cubastion: Catalyzing Successful Siebel CRM Implementations
The IT landscape has become diluted in terms of commitment, leading to delays in project delivery and higher overhead. A decade ago, Ravi Kumar, Director, CRM Consulting at Cubastion, along with his team recognized this void and determined to change the scenario by bringing certainty into projects. In a market surrounded by generalized IT consulting companies, Cubastion’s core idea is to be a highly technology focused company carrying out limited functionalities with complete perfection. Staying true to its core values, the company has centered its focus on delivering Oracle Siebel CRM implementations right from consulting and implementation to operationalization and support. “As a customer facing systems, CRMs are expected to be stable, high performing and easy to adopt. Our value proposition lies in delivering CRM systems with these three main aspects ensuring that our clients have a lean IT team in place.”
As a Gold partner of Oracle Siebel, Cubastion has specialized in Siebel CRM and its ancillaries (OBIEE, BIP, AIA, OPA) to carry out the CRM through all stages of its life cycle. “As an enterprise-class CRM solution, Siebel CRM can be adapted at all stages of an organization no matter how big or small the processes are. The solution can be implemented at the initial stages and can be scaled to global organizational level,” says Kumar. Backed by an experienced team hailing from the country’s top universities like IIT, Cubastion enables clients to take complete advantage of their Siebel investment with innovative pre-built bolt-ons.
A compelling use case of Cubastion’s consulting expertise in Siebel CRM was of a home appliances customer. The client wanted to provide 24/7 support to their customers throughout the country in case there was an issue with their appliance. To enable this support without a glitch, Cubastion integrated the end customer, the field worker or technician and the branch of the home appliance company. Every time the customer has an issue, he can contact the home appliance company through different channels like the website, phone or even visiting the store. Once the request is entered, the system automatically assigns a field worker closest to the consumer who can repair the problem and update it to the centralized system. After thorough verification, the field worker is then remunerated. This way the whole process has been consolidated into a single system and resolves the customer’s issue seamlessly while giving managers a complete view of the entire process.
Unlike most Indian IT firms that focus on volume of the work, Cubastion pays attention to generating value and delivering quality work for its clients
To accelerate the capabilities of Siebel CRM, Cubastion has developed its own offering, X-Showroom, that works with Oracle technology to enable customers to extend their channels towards mobile devices particularly for sales empowerment. X-Showroom helps integrate the sales force, marketing team, consumers and senior management giving a universal experience on a mobile device. “CSOs always want to monitor the performance of their sales teams, so we came up with this solution that helps the CSOs and the sales teams to intersect at one point,” says Kumar. Instead of focusing only on the CSOs, the solution concentrates on the sales workforce giving them access to engage with their customers. Unlike other solutions for the sales teams that have an age-old interface, X-Showroom adopts the modern user interface that is easy to use and compelling. Interestingly, the solution smartly captures all the data at the time it is produced saving time for the sales teams and consolidates all the information for the CSO to monitor. With eyes set on Oracle Siebel engagements, Cubastion is all set to enter new markets in APAC and the U.S.