Mikael Siteau

Support for CRM teams due to internal restructuring

Manage 6 Salesforce CRM projects and a pool of 7 consultants Our clients' needs are to initiate a CRM within their company (on Sales Cloud, Service Cloud, Experience Cloud...), considering interfaces with their ERP, CDP or other systems, sometimes using an ESB.

After sharing my CRM expertise within B&D answering some RFPs, I work for Orange Business Services (OBS) as Marketing Automation (Adobe Marketo/Engage) project manager, dealing with the setup of a new platform and the migration of the previous ones, mutualizing marketings and sales on the same CRM and Marketing Automation tools.

Working on another CRM for years, I first trained myself on Salesforce, and then became Salesforce Administrator certified. In order to become relevant and efficient on Salesforce, I am acting as a business analyst on several projects: - presales, demos, startup projects, - for non-profit associations, a large agricultural cooperative and a large industrial group.

As a project manager in Accenture, I am responsible for 35 people onsite and offshore. We are maintaining Siebel applications and are delivering new functionalities 4 times a year on 8 streams. My role is to coordinate internal teams with the front office and the client, managing the resources, the planning, the quality, based on a high expertise (from technical and business prospective), optimizing and mutualizing developments when it is possible, to lower the costs and efforts in long term.

The main application is a Siebel one, which is designed for hundreds of sales people (prospecting companies, initiating and following sales process, ordering products, sharing a better knowledge of prospects and customers), telesales, call center, back office, marketing. It is connected to Business Objects to deliver reports on reliable figures, but also to a customized Android application. Thus, sales people can directly show the catalog and take orders when they meet the clients. All of this is using different kind of interfaces (Web Services, batch or dedicated, inbound and outbound) to share data accross the information system. My role is to gather the needs from each department, design the solutions which are implemented by both internal and external resources, considering data quality, performance and the best user adoption.

For Canal Plus group, I initiated tools and processes to monitor flows between the applications. So I have been running everyday checks to ensure data quality, updates and synchronization effectiveness, but also analyzed and resolvevd basic issues. I also managed internally customized Siebel CRM application for evolutions. For Peugeot - PSA, I created online trainings support to teach people how to use internal applications.

During the market crisis, I gave few trainings and spent more time on project as a consultant on Siebel CRM: - AXA France (insurance) on Assignment Manager and Workflows implementations (CRM 7.8) - AGF (insurance) on Siebel Correspondence (CRM 7.8) - Harmonie Mutuelles (CRM 8.0) on Siebel CRM and Analytics (OBIEE) - Internal trainings on CRM 8.0 updates and CRM OnDemand

- Trainer in French or English in France, but also India, Switzerland, Norway, Italy, Poland, Greece, Turkey, Egypt ...: Siebel Essentials, Integrating Siebel Applications, Application Administration, Business Analyst, ... v7 and v8. - Siebel Enterprise Edition Consultant for Generali, Renault, Q-Park, ...: EIMs, configuration, eScript/Server Script, Workflows, Business Services, ..., but also RFP - Siebel CRM OnDemand Consultant for EDAP-TMS, B-Process (as project manager), Medtonics, ...