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Siebel Universal Customer Master Scenario

The following business scenario is designed to provide guidance for a potential Siebel Master Data Applications deployment. The business institution and its existing implementation are described, followed by the benefits of the Siebel Master Data Applications and Siebel Universal Application Network solution. A review of the integration process with back-office systems is also included.

Business Client

A large, successful financial institution has evolved into a national enterprise with offices and business units in several locations across the country. Its core banking systems include client deposits, loans, and mortgages. It also offers credit card services and an investment banking service. Through mergers and acquisitions, the financial institution is also involved with the insurance industry, providing life, home, and car policies for its clients.

Existing Implementation

With this large number of business ventures and offices, the financial institution found itself using a myriad of applications for individual business units. Even in the same business units, different departments (HR and Accounting, for example) functioned on different back-office systems, which included multiple front office applications and multiple middle-tier systems, and various applications that stored subsets of customer information. Client, partner, and product information is spread across multiple IT systems. A large percentage of the IT budget for this institution is spent on maintenance and integration of these applications. However, removing or expanding the functionality of these legacy systems is difficult and costly.

The solution is to continue to use the Siebel Master Data Applications as a key component in the synchronization of customer profile information across customer-related applications, including back-office applications.

Siebel Master Data Applications Deployment

In this scenario, Siebel Master Data Applications operate as a stand-alone application acting without a Customer Relationship Management (CRM) deployment in an application network. Siebel Master Data Applications reside outside any operational application and serve to store, synchronize, and reconcile customer data across the financial organization's enterprise. See Figure 1 for a model of this deployment.

Figure 1. Siebel Master Data Applications Stand-Alone Deployment Scenario

Siebel Master Data Applications Integration

The Siebel Master Data Applications deployment uses the Universal Application Network (UAN) framework and architecture to synchronize account, contact, prospect, and household data across disparate systems. Each application on the UAN can act as a source of new and updated customer information and can also receive new and updated information from other applications. The UAN Customer Lifecycle Management suite provides integration business processes that route customer profile changes through the Siebel Universal Customer Master Application to provide cleansing, matching, and data enhancement.

The Universal Application Network can also synchronize customer information between Siebel Master Data Applications and Siebel Business Applications (including previous versions). The current UAN Customer Lifecycle Management integration business processes are used primarily for scenarios in which multiple applications—including Siebel Business Applications, back-office systems, and legacy applications—store a copy of the customer profile and require Siebel Master Data Applications to act as the primary registrar to determine the validity of new and updated customer information.

The UAN provides a reusable integration solution with Siebel Master Data Applications.