Zebra Technologies Corporation Replaces 147 Legacy Systems with Centralized Customer Relationship Management Platform
 
 

Zebra Technologies Corporation Replaces 147 Legacy Systems with Centralized Customer Relationship Management Platform

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Zebra Technologies Corporation is a global organization with 2,200 employees in 30 countries. Zebra’s extensive portfolio of bar code, receipt, kiosk, and RFID printers and supplies, as well as real-time location solutions give a digital voice to assets, people, and transactions—providing greater visibility into mission-critical information.

As the company continued to grow, particularly internationally, it found that its legacy systems for managing sales and marketing activities could not effectively scale. It needed to implement a Web sales channel that could deliver a different customer experience by channel, channel partner, geography, or language. Zebra replaced more than 147systems with Oracle’s Siebel Customer Relationship Management, providing a centralized database for all customer data. The system enables 500 users across sales, marketing, and operations to track more than 6,000 channel partners and 930,000 prospects.

 
 

 
 

Challenges

A word from Zebra Technologies Corporation

  • "Oracle’s Siebel Customer Relationship Management has provided a very effective system for managing a large volume of customers and prospects. We feel confident that it will grow with the business. It is easy to use, so our employees can focus on their jobs and not on learning the technology.” – Andy Bloomfield, EMEA IT Director, Global CRM lead, Zebra Technologies Corporation

  • Support growing international business with an extensive portfolio of real-time location solutions and bar code, receipt, kiosk, and RFID printers and supplies by replacing outdated, heavily customized sales and marketing systems with a streamlined, centralized, Web-based customer relationship management system
  • Implement a Web sales channel that can deliver a different specific customer experience by channel, channel partner type, geography, or language. Develop a central repository for customer data

Solutions

Oracle Product and Services

  • Replaced more than 147 systems with Oracle’s Siebel Customer Relationship Management platform, providing a centralized repository for all customer data
  • Provided a single platform that includes all customer information, enabling Zebra to create a major account structure, better understand linkages between customers, and provide customers with stronger support
  • Enabled 500 users across sales, marketing, and operations to track more than 6,000 channel partners and 930,000 prospects
  • Provided enhanced capability to run marketing campaigns in house and join forces with partners for online campaigns for its high-technology solutions
  • Streamlined workflow by providing access to price information, escalations, and approval requests online
  • Enabled much easier upgrades due to Siebel’s robust, out-of-the-box capabilities
  • Ensured rapid user uptake with easy-to-use tool

Why Oracle

“We needed to move region by region, module by module,” said Andy Bloomfield, IT Director, Global CRM lead, Zebra Technologies Corporation. “Oracle’s Siebel Customer Relationship Management had the flexibility we needed, while easily managing global complexities like currencies and language.”

Implementation Process

Zebra deployed Oracle’s Siebel CRM base applications in early 2009, in Europe, and implemented the system in North America, Latin America, and Asia Pacific in 2010. Zebra rolled out order-to-cash and other functionality utilizing Siebel, SOA integration and Oracle E-Business Suite Release 12 in Europe in January 2011. This functionality was also rolled out in North America and Latin America in February 2012.

The company continues to roll out additional modules in Asia Pacific.

Partner

Zebra worked with CRMantra to build a modern front-end to its e-commerce portal, which is supported by Siebel CRM on the back-end. CRMantra built the e-commerce Web pages and integrated them into the Siebel solution. 

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