Watch a demo of the ActiveWizard Siebel Integration.

Business Problem

While Siebel can provide a robust customer relationship and call center management tool, users typically desire the ability to generate the external forms or follow-up customer response package uniquely for a given customer.  Typically, clients have relied on a fairly difficult custom integration to download data from Siebel to create customer response packages or required forms.  For many applications, the need to leverage Siebel data to produce additional documentation while leveraging content management is a common requirement.  Examples include:

1. For call center fulfillment, customer response packages could include cover letters, issue-specific customer responses as well as supporting collateral.
2. PDF Forms could include regulatory or specific internal forms as desired document output.

Across both examples, user requirements include:

1. Export data from Siebel
2. Add additional data required for the output or output logic
3. Construct the desired content accurately
4. Store resulting forms and packages in a controlled content management repository
5. Leverage workflow approval where appropriate
6. Easily access the resulting form from both Siebel and external content management solution.

Active Wizard Solution

Launched from Siebel, the Active Wizard solution provides a method to “fill in the gaps” of data required for the document components not maintained in Siebel.   Components include:

Siebel Access – an easy way to retrieve data from Seibel to pass to the Active Wizard via REST Web Services.

1. Data Mapping - an easy and configurable interface to map data fields from Siebel to the Active Wizard.  Provides for fields to be refreshed with new Siebel data each time the Active Wizard is initiated while maintain existing Active Wizard data.
2. Additional Data- an easy and configurable “wizard” interface to edit and add new data required outside of Siebel.
3. Package Support – provides the ability to attach documents from within the wizard form or from an external content management system.
4. Complex Output – provides the ability to develop simple PDF documents (letters) or more complex graphical components
5. Adobe Forms – provides the ability to output to any external Adobe form.
6. Enterprise Content Management – provides robust versioning, lifecycle and workflow approval via Documentum

Business Impact

• Reduced keying and errors
• Consistency between CRM and related output
• Reduced development time
• Better support and less custom code
• Improved accuracy and completeness
• Better and quicker customer response
• Compliance and controlled audit records