Welcome to my CRM Blog. Having worked with a large number of clients struggling with their CRM implementations and continually facing the challenges of evolving technology and requirements, I thought I would start to share my thoughts on some of these common challenges.
With Siebel 15.5 came the new Usage Pattern
Tracking; an improved way to get usage statistics out of Siebel.Siebel has always had the ability (though
little known) to provide usage statistics based on providing a time stamp for
every view that a user visits.
We have been using this method for many
years to provide in-depth analysis of user behaviour within Siebel.
With the new Usage Pattern Tracking we are
now seeing additional events that can be tracked.Before UPT we could only monitor view visits
and had to extrapolate the Application, Business Component or Applet from
that.With UPT this has now been made a
lot easier for us to get that information.
UPT will now also provide information on
and Server Scripts. This adds a lot of value to information that can be
So all in all UPT brings a lot of
additional information that can be analysed, but what it doesn't do is perform
I can see that the Usage Pattern Tracking
view within Siebel may be of use if a specific view or script is being closely monitored
- maybe there is a performance problem within a view or a script is causing
issues - it's like a mini SARM.But I can’t see that it would be
of any use for one of our typical engagements that require us to analyse
millions of records.
And that for me is the missing piece. After
a quick Google it’s obvious that I wasn’t the only one hoping that UPT would
provide the capability to analyse the data that has been captured – but sadly
no – that task is still left to the Administrator.
Usage Analytics from CRMantra
As I mentioned earlier, we have been
performing Siebel Usage Analytics for a long time now – and we always had, and
still do, have the same ‘knee jerk’ reaction to our solution. That it was very easy for the Siebel
Administrator to turn on the usage service and do the analysis by themselves. I agree with the first part, yes it’s very
easy to turn on – but the second part? Absolutely not. I’ve lost count of the number of Siebel
Administrators who came back after a few weeks and asked for help to analyse
the enormous amount of data that had been captured.
So whilst turning on the Usage logging and
capturing the data is easy – actually analysing the data and turning it into
actionable insights is no trivial task.
This is how we typically work on one of
1 – Work with the business and the Siebel
team to discover what is the key aim for this analysis.
For example; Is
it to find our who is or is not using Siebel and overcome user adoption
issues?Is it to find out which parts of
Siebel are heavily used – or never used?Is it to find out what are the common paths users use to traverse the
application and improve training?
2 – Turn on the Usage logging (that’s about
a 10 minute job!)
3 – Work with the business to gather
additional user demographic information.
What’s a user’s
role, their skill level, their job title, their location, their business unit –
everything we need to further enrich the data.
4 – We leave the logging to run for around 2-3
weeks and then get to work on the analysis.
5 – We merge in the user demographic
profiles and start running through our standard set of analyses.
6 – We run any additional analyses that the
client has asked for and pull together a full set of reports.
7 – We then look for actionable insights
within the results.
Are there 8
heavily used Views that could do with some UI improvements? Are there a set of
users in a remote locale that just aren’t using Siebel?Is their a Siebel ‘SuperStar’ that is using
Siebel more than anyone else – what can we learn from them?
8 – Finally we package up the analysis,
generate the necessary graphics and charts and present our findings back to the
client, with clear action statements that we gathered from the analysis.
Typically, projects would then be kicked
off based on these findings – which aren’t always Siebel based, it could be new
training material or a re-training programme.
most importantly is the need to re-analyse Siebel once any improvement measures
have been put into place – without that there is no way of knowing if the actions
that were taken had any effect!
So, hopefully it’s now clear that whilst
turning on the Usage logging has to be done, it is only a very small part of
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