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Cubastion Transforms Hero MotoCorp's Siebel Environment
Predictive AMS in Action
Company Name
Hero MotoCorp
Industry
Automobile
Location
India
Impact
Boosting Stability, Efficiency, and Adaptability
Application
CRM Platform
Background
Hero MotoCorp Ltd. is the world’s largest manufacturer of two-wheelers, with a dominant presence in India and a growing global footprint. The company operates three state-of-the-art manufacturing facilities and has a vast distribution network, including dealerships, service centers, and spare parts outlets. Hero MotoCorp's mission revolves around innovation, operational efficiency, and customer satisfaction. Maintaining seamless business processes is imperative, particularly in new vehicle sales, service management, parts supply chain, and business intelligence reporting. Delays, disruptions, increased effort, and costs caused by the Oracle Siebel application hindered business operations, requiring immediate action to address the issues.
Challenges Faced
Hero MotoCorp faced multiple operational inefficiencies in its Oracle Siebel application, which impacted critical business processes. The system posed challenges with performance bottlenecks under load and complex queries. Heavy customizations complicated maintenance, upgrades, and integration with modern technologies. Additionally, the outdated user interface hindered user adoption and
productivity.
Operational Continuity
Ensuring uninterrupted business processes for new vehicle sales (NV), after-sales service (SV), and parts (PT) supply chain, especially during new functionality rollouts.
Performance Under Load
Maintaining optimal system performance and preventing system lag or downtime, particularly during high-traffic festive seasons and major promotional campaigns (e.g., Mega Day Campaign), was crucial for sales and customer satisfaction.
Risk of Reduced Competitiveness
Airtel faced the risk of reduced competitiveness in the dynamic telecommunications sector due to the inability to maintain a coherent view of B2B customers and lack of timely and data driven insights.
Data Integrity
Upholding the accuracy and reliability of critical business data across integrated systems, vital for inventory management, service delivery, and business intelligence reporting (BIP).
Adaptability and Growth
Efficiently manage and implement a high volume of Change Requests (CRs) to align IT systems with evolving business needs and support strategic objectives like global growth and product diversification.
Customer Experience
Ensuring the underlying systems could support a positive experience across over 5,000 customer touchpoints.
The Solution
Hero MotoCorp entrusted Cubastion Consulting Pvt. Ltd. with providing comprehensive Application Management Services (AMS) for their Oracle Siebel business processes. Cubastion deployed a strategic approach focused on optimizing the AMS team's performance, ensuring high availability, and continuously enhancing the applications. Key elements of Cubastion's solution included:
Incident Management
Systematic logging, categorization, prioritization, and prompt resolution of user-reported issues.
Problem Management
Proactive root cause analysis of recurring incidents and implementation of preventive actions.
Change Management
Rigorous review, evaluation, testing, and deployment of change requests (handling up to 180 person-days of changes per month).
Release Management
Careful planning, coordination, and deployment monitoring for software updates and new features
Performance Monitoring & Optimization
Constantly track application performance using tools like Cubastion s proprietary XMON, identify bottlenecks, and implement optimization initiatives.
Documentation & Knowledge Management
Maintaining up-to-date documentation and a comprehensive knowledge base.
Continuous Improvement
Regular reviews and enhancements of AMS processes.
Key Areas of Expertise Demonstrated
Oracle Siebel Specialization
« Managed New Vehicle (NV), Service
(SV), Parts (PT), BIP Reports
« Integrated 17 apps via 202 real-time/
batch interfaces
Data Integrity & Automation
« SQL automation for data corrections
(inventory, etc.)
« Cron jobs, DB procedures for real-time
syncs
« DISA framework accelerated 180+
monthly CRs
High Availability Support
« Zero downtime during peak loads
(Mega Day, month-end)
« 90% reduction in Severity 2/3
incidents
Agile Change Management
« 40% faster CR rollouts
« Eliminated dev/prod environment gaps
