Introduction
Legacy CRM platforms often limit agility, user adoption, and integration flexibility in fast-moving Hi-Tech organizations. This case study highlights how Siebel to Salesforce CRM Migration enabled a US-based product vendor and system integrator to modernize customer-facing operations, standardize global processes, and significantly reduce long-term IT and support costs.
Customer
A leading Hi-Tech product vendor and system integrator headquartered in the United States. The organization relied on Siebel for core CRM capabilities and required a scalable, modern platform to support global sales, service, and operations teams.
Business Objectives
The customer initiated a Siebel to Salesforce CRM Migration program to modernize CRM operations and support future growth. Key objectives included:
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Transition from Siebel to Salesforce.com for improved agility and scalability
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Standardize and streamline CRM processes across global regions
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Improve user experience and adoption for sales, service, and operations teams
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Enable faster development, deployment, and integration cycles
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Reduce long-term IT spend and CRM support overhead
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Increase operational efficiency through consolidation of tools and workflows
Scope of Services
BXI Tech was selected as the strategic migration and modernization partner to deliver a multi-phase, end-to-end CRM transformation.
CRM Migration & Modernization
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Migrated legacy Siebel CRM processes to Salesforce using a high-speed development and deployment model
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Re-engineered legacy workflows into simplified, optimized Salesforce-native processes
Global Process Standardization
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Consolidated multiple fragmented CRM processes into a unified operating model
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Implemented Salesforce across multiple countries with region-specific configurations
Enterprise Integration
Integrated Salesforce with core enterprise applications, including:
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PeopleSoft HRMS
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Enterprise Data Warehouse
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SharePoint
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Salesforce AppExchange tools:
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Conga Merge
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DealMaker
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Timba Surveys
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InsideView
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Eloqua
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ClickTools
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Managed Services & Stabilization
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Established a managed services model for continuous improvements
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Streamlined CRM support structures to ensure long-term maintainability
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Stabilized operations while enabling ongoing platform enhancements
Benefits
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Consolidated, simplified, and standardized CRM processes
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Faster deployment cycles across global regions
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Stronger integration with enterprise applications and workflows
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Improved system usability and user confidence
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Reduced dependency on legacy CRM platforms
Impact
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35–40% reduction in overall IT spend
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60% increase in user adoption of Salesforce
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8% year-on-year reduction in CRM support team size
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Service request backlog reduced from 30,000 to 500 over five years
