Portugal’s UNICRE Modernizes CRM Infrastructure through Oracle Siebel

This structuring project was of major importance to UNICRE. We were aiming through implementation of this technology solution to provide UNICRE with a set of commercial management capabilities in order to leverage interactions with customers. The project promoted a significant technological development and required the creation and development of new skills allowing UNICRE to accelerate our business. The new CRM component was integrated in the architecture for our information systems, allowing us to take full advantage of all the potential that is now available from installed infrastructures. Jos� Carlos Ribeiro, IT Director, UNICRE S.A.

The Situation

UNICRE is the largest and oldest company in Portugal that specializes in issuing solutions-based payment cards and related services.
It was clear from a review of front-line processes that the business would benefit from sophisticated tools and methods in its commercial management and interaction with customers. UNICRE management invited Capgemini to provide consulting and technology services to deploy a solution.

The Solution

Capgemini facilitated a study that concluded that version 8 of an Oracle Siebel CRM solution would provide support infrastructures towards a solution. Capgemini enjoys a premier partner status with Oracle and also has strong Oracle Siebel system integration capabilities in India.
Capgemini proposed to leverage its Rightshore� global delivery approach. This optimized capabilities on an ambitious project in terms of plan and scope that demanded a team of significant size (over 15 FTEs at its peak). Capgemini’s strength in depth emerged as the right solution to strengthen local capacity, allowing skills in India to work with team members in Portugal.

The Result

The leadership team at UNICRE is very happy with the results of partnership. UNICRE is now equipped with sophisticated capabilities to manage customer relationships through:

• automated campaign management which provides UNICRE tools and procedures best suited to plan and design campaigns, segment target groups and run them through various channels
• dynamic sales force enablement that supports commercial and management activity facilitating agility and assertiveness
• optimized processes for customer interfaces enabling an integrated view of the customer portfolio and allowing various interactions to be recorded and available to agents, regardless of the distribution channel used by the customer.