Panasonic is a globally recognised technology brand, the Panasonic CPE division supply and service Toughbook laptops for businesses across Europe.

They had in place an implementation of Siebel, using BT’s Contact Centre configuration to support both Sales and Service divisions. A Siebel Analytics capability was also in place using a data-warehouse to produce stock analysis reports for the service division. Panasonic CPE had invested in Siebel as the enterprise calibre technology platform required to support and drive their business growth, increasing revenue by rolling out best practice account and opportunity management across the organisation.

The service division of Panasonic was successfully using this Siebel implementation in its contact centre, repair workshops and for field engineers. However, the roll-out to the sales force needed to be strengthened, there were very low levels of adoption and the business benefits of this project were not being maximised. Given that the Siebel SFA solution was achieving significant business benefit in other companies, Panasonic CPE needed to discover the underlying issues impacting their implementation.

Business & Decision was engaged to undertake an initial investigation, identifying the problems with the current application and defining a plan of action to turnaround the implementation in order to achieve the goals of the original business case. Panasonic CPE then engaged Business & Decision for a 4 month project to implement this plan of action.

A team comprised of experts in data analysis, application configuration and business analysis was put together to undertake the initial investigation. Synergies developed by working together across these disciplines which allowed the team to diagnose the underlying causes of symptoms identified in different disciplines, for example problems with the application were found through anomalies in the data. This gave a much more thorough analysis of the implementation than would otherwise have been possible.

Siebel SFA