The situation

The distributor runs Oracle Siebel CRM on Oracle Database 19c on its own servers. Siebel is connected to SAP Business One: customers and accounts are shared between the two systems, orders captured in Siebel are passed to SAP Business One, and items and prices from SAP Business One are available in Siebel.

Siebel had not been updated or patched for a long time. CRM screens and batch jobs had become slow, and Siebel server components failed or needed frequent restarts. The people who knew the system had left, so there was no in-house Siebel administrator to find the causes.

What we did

  • Took over the administration and monitoring of the Siebel servers and application, together with the Oracle Database underneath.
  • Brought Siebel to a current update and introduced regular patching, tested outside production first and applied in planned windows.
  • Traced slow screens and batch jobs to their causes in Siebel and in the database, then fixed them and checked the results with users.
  • Kept the connection to SAP Business One running throughout, so customers, orders, items and prices continued to flow between the systems.

The work is delivered remotely, on a time-and-materials basis, and continues as ongoing administration.

The result

  • Siebel CRM runs on a current, supported release and is patched on a regular schedule.
  • CRM screens and batch jobs are noticeably faster after tuning.
  • Siebel server components run stably; restarts and failures have become rare.
  • One team owns Siebel and the database, so problems are no longer passed between vendors.