OAUG Training Day

1. OAUG Training Day Bharath Natarajan Hieu Doan Agilent Technologies Agilent Siebel Program

2. Agilent at a glance (FY09 Data) $4.5 Billion FY 2009 annual revenue 18,500 employees Customers in 110+ countries 60+ year heritage of invention and innovation Agilent Siebel Program

3. 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 Agilent Siebel Program

4. Current Landscape of Major Systems SAP ERP SAP CRM Simplified BI Reference Architecture OBIEE+ OBIEE+ OBIEE+ OBIEE+ ABRT Website Hyperion System 9 OBIEE+ Essbase TM1 OBIA Supply Chain & OM Analytics EMG Operational Reports Sales Comp HR DSS Calibration Siebel Analytics APCC Standard Reports Query & Analysis Global Data Warehouse OBIA Warehouse Informatica ETL Informatica ETL Legacy Systems Oracle ERP Transactional Oracle Incentive Compensation PeopleSoft Siebel CRM MatrixOne GL, AR Orders PLM Data Bridge LSG/CAG Service & Parts Orders Polaris SAP BI Oracle ERP Planning EMG, LSG/CAG Support Agreements EMG Service & Parts Orders Orders Agilent Siebel Program

5. 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, MatrixOne and several custom applications Agilent Siebel Program

6. 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 Agilent Siebel Program

7. 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 Agilent Siebel Program

8. 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 Agilent Siebel Program

9. Solution Approach – Subject Areas Implemented Agilent Siebel Program

10. Benefits Achieved - Example Agilent Siebel Program

11. Benefits Achieved – Integrated With Siebel CRM (Below trends are Based on sample data, not representative of actuals) Agilent Siebel Program

12. Benefits Achieved – Integrated Pipeline Reporting (Below trends are Based on sample data, not representative of actuals) Agilent Siebel Program

13. Benefits Achieved – Segmentation Agilent Siebel Program

14. 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 Agilent Siebel Program

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

16. Customization – Sales Rep Performance SA Agilent Siebel Program

17. Customization – Agilent Customer Summary Agilent Siebel Program

18. 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 Agilent Siebel Program

19. 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 Agilent Siebel Program

20. 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 Agilent Siebel Program

21. Agilent Siebel Program