
- Insights
- Telecommunication
- Case Study
Transforming Legacy to Cutting-edge Technology: A Siebel CRM Upgrade Journey

BUSINESS CHALLENGE
A leading telecommunications operator faced significant challenges with its legacy Siebel CRM platform, which hindered the company’s ability to scale and meet modern business needs. The following issues were critical:
- Outdated Technology: Reliance on Internet Explorer, which had reached end-of-life, limited usability and prevented modern features like Open UI.
- Performance Bottlenecks: Physical servers led to performance issues, inefficient resource allocation, and extended deployment downtime.
- Limited Mobile Accessibility: Lack of mobile compatibility necessitated the development of additional frontend applications.
- Security Risks: Lack of support for patches left the system exposed to potential security threats.
- Inefficient Deployments: Long cycles and downtime disrupted service availability.
HOW WE HELPED
DefineX successfully managed the upgrade of the client’s Siebel system from version 8.1.1 to 22.3, addressing complex technical dependencies and system integrations while minimizing disruption. The upgrade was completed with careful planning, rigorous testing, and seamless migration, ensuring high performance and continuity of services:
- Comprehensive Planning: Mapped Siebel’s integrations, assessed upgrade feasibility, and recommended OpenShift for scalability.
- Data and System Analysis: Reviewed and updated database models to ensure data integrity and compliance with the new Siebel version.
- Development and Testing: Addressed compatibility issues, realigned code and tools, and conducted load tests to ensure performance under high traffic.
- Seamless Migration: Defined transition scenarios, migrated data efficiently, and provided training and documentation for smooth adoption.
- Go-Live Success: Completed deployment in 8 hours, supporting 4,000 concurrent users without performance issues, ensuring business continuity.
RESULTS ACHIEVED
The Siebel upgrade project brought significant improvements, enhancing development speed, user experience, and security. These changes set a new standard for CRM efficiency and positioned the company for future growth.
- Reduced Average Handling Time by 26%.
- Defect resolution time cut by 32%
- Reduced deployment time from 4 hours to 2 minutes.
Optimized infrastructure and workload distribution, enabling 1.3x faster operations during peak times.
Full support for major browsers, enhancing flexibility, security, and developer efficiency by 20%.
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