© 2007 Wind River 1

Technical Overview

Customer Data Hub (CDH) implementation at Wind River Systems, including the integration

between CDH, Oracle EBS, and Siebel CRM using Oracle SOA Suite to streamline Quote to

Cash, and Service Contract Renewals processes.

Follow-on to the Business Overview session presented by Kuldeep Tanwar.

Nam Doan-Huy (nam.doan-huy@windriver.com)

Manager, Business Applications

© 2007 Wind River 2

Wind River is the global leader in Device Software Optimization

(DSO).

We enable companies to develop and run device software faster, better, and at a lower cost and

more reliably.

NASDAQ: WIND

© 2007 Wind River 3

Agenda• Overview

• Business Problems

• Root Causes

• Solutions

• Customer Data Hub

• SOA Suite Architecture

• Integration Using SOA Suite

• Old Integration

• New Integration

• Customer

• Quote to Order

• Service Contracts Renewals

• Future state

• Roadmap for leveraging SOA Suite to enable other functions across the enterprise

© 2007 Wind River 4

Business Problems

● What products do our customers own?

● How many licenses do our customers own?

● What products and upgrades can

I sell to this customer?

● …

© 2007 Wind River 5

Root Causes

● Multiple Customer Databases

Siebel CRM 6.3

EBS 11.5.9

● Massive Duplication within Customer Databases

● Lack of Integration – Manual Processing

● Data Quality Issues – Lack of Standardization

Executive Directive:

Cleanse and Unify Customer Master

© 2007 Wind River 6

Solutions

Single Customer Master

Merge Duplicates

Standardize/Clean

Customer Data

Full Integration

Customer Data Hub

(CDH)

Trillium

- Cleanse data

- Standardize data

SOA Suite

© 2007 Wind River 7

Customer Data HubUses the TCA Architecture

DQM

- configurable matching engine to find similar or duplicate records

Data Librarian

Integration

- Business Events

- web services

Oracle Customers Online

- web based application where you can query and manage customer data in real time

© 2007 Wind River 8

CDH Architecture

CDH + EBS

E-Business Suite as the Customer Data Hub with other 3rd party systems as Spoke

PeopleSoft

SAP Legacy

• CDH and EBS Customer model must match.

• EBS customer model becomes your canonical customer model.

• In line with global single Oracle instance roadmap

• Eliminates EBS as a spoke (reduce complexity)

• CDH patches will affect EBS

© 2007 Wind River 9

CDH Architecture

CDH

Separate Customer Data Hub Instance with E-Business Suite and 3rd Party Systems as Spokes

PeopleSoft

SAP Legacy

Oracle EBS

• CDH and EBS customers can be modeled differently – greater flexibility

• CDH implementation and maintenance independent of EBS

• Incremental maintenance cost of a separate instance

© 2007 Wind River 10

Integration Platform: SOA

CDHOAS10g

WebSvcs.

SAP Legacy

PeopleSoft

Oracle EBS

SOA Suite (ESB, BPEL PM)• J2EE/XML based• web-services integration

SOA Suite

© 2007 Wind River 11

SOA Architecture

SunFire V880 Sun

OAS10g

WebSvcs.

SOA Suite

SunFire V880 Sun

Dehydration Store DB

RAC

Linux

dual core

Linux

dual core

© 2007 Wind River 12

SOA Architecture

SunFire V880 Sun

OAS10g

WebSvcs.

SOA Suite

SunFire V880 Sun

Dehydration Store DB

Linux

dual core

Linux

dual core

Dehydration Store DB

Active Passive

© 2007 Wind River 13

SOA Failover

SunFire V880 Sun

OAS10g

WebSvcs.

SOA Suite

SunFire V880 Sun

Dehydration Store DB

Linux

dual core

Linux

dual core

Dehydration Store DB

Down Active

Cutover: 30 mins

© 2007 Wind River 14

‘Old’ Integration

Marketing

Customer Entry

Sales Person

Campaigns

Leads

Customers

Sales

QuotesQuote to Order

Intf

Customers

OrderManagement

ServiceContracts

ServiceContracts

Inside Sales

Manual Customer Entry

Manual Order Entry

Manual ServiceContracts Renewal

Note: Items and Pricelists fully integrated (not shown)

© 2007 Wind River 15

‘New’ Integration

Customer

HubOAS10g

WebSvcs.

Siebel 7.8 EBS 11.5.9

Oracle SOA Suite

CustomersOrdersService Contracts

CustomersOrdersService Contracts

© 2007 Wind River 16

‘New’ IntegrationCDB TO BE Process

Marketing

Customer Entry

Sales Person

Campaigns

Leads

CustomersTrillium Cleanse

Sales

Quotes

ServiceContracts

Inside Sales

Customers

OrderManagement

ServiceContracts

Customer Entry

ServiceContracts Renewal

* exceptional cases

SOA Suite

Customer Data Hub

CustomersCleansing &

Matching (DQM)

© 2007 Wind River 17

‘New’ Customer Integration

Customer

HubOAS10g

WebSvcs.

Siebel 7.8 EBS 11.5.9

Oracle SOA Suite

Customers Customers

© 2007 Wind River 18

Siebel Customer Publish

Synchronize Siebel Customer – BPEL Process

Customer Data Hub (CDH)

EBS 11i

Siebel 7.8

CDH Customer Web Services

Publish Siebel Customer Web Service

SOA Suite

Trillium cleanse - real time connector for Siebel (to be deployed)

Opportunity = ‘WON’

© 2007 Wind River 19

CDH Customer Publish

Synchronize CDH Customer – BPEL Process

Customer Data Hub (CDH)

EBS 11i

Siebel 7.8

EBS Customer Web Service

Publish CDH CustomerWeb Service- hub id

Siebel Customer Web Service

SOA Suite

© 2007 Wind River 20

EBS Customer Publish

Synchronize EBS Customer – BPEL Process

Customer Data Hub (CDH)

EBS 11i

Siebel 7.8

Publish EBS Customer Web Service

CDH Customer Web Services

SOA Suite

Customer entered directlyInto EBS – exception basis

© 2007 Wind River 21

Complete Customer Synch

Synchronize Siebel Customer – BPEL Process

Synchronize EBS Customer – BPEL Process

Synchronize CDH Customer – BPEL Process

Customer Data Hub (CDH)

EBS 11i

Siebel 7.8

EBS Customer Web Services

Publish EBS Customer Web Service

CDH Customer Web Services

Publish CDH Customer Web Service

Publish Siebel Customer)Web Service

Siebel Customer Web Services

SOA Suite

© 2007 Wind River 22

Quote to Order

SOA SuiteQuote to Order – BPEL Process

Order Status Update – BPEL Process

Create EBS Order Web Service

Publish Order Status Updates Web Service

Publish Siebel OrderWeb Service - customer hub id

Order Status Update Web Service

Customer Data Hub (CDH)

EBS 11i

Siebel 7.8

© 2007 Wind River 23

Service Contract Renewals

FutureRenewal

Opportunity

RenewalQuote

SalesPerson

CustomerReview Service

Contracts

OrderManagement

Customer Data Hub

Customers Matching (DQM)

InsideSales

Quote withService item

Siebel Order

SOA Suite

© 2007 Wind River 24

Service Contract Renewals

SOA Suite

Quote to Order – BPEL Process

Service Contracts Renewals – BPEL Process

Service Contract Status Update – BPEL Process

Publish Siebel Order (with service item)

Publish RenewalsSiebel Order

Receive ContractStatus Update

CreateEBS Order

Renew EBSService Contract

Publish Service Contract Update

Customer Data Hub (CDH)

EBS 11i

Siebel 7.8

© 2007 Wind River 25

Customer Master – Future State

Customer

HubOAS10g

WebSvcs.

Siebel 7.8 Sales & MarketingEBS 11.5.9

Partner Application

Online Support

Licensing Portal

iLearning (Education)

www.windriver.com

© 2007 Wind River 26

Customer Product EntitlementFuture State

EBS 11.5.9

LicensingOAS10g

WebSvcs.

Siebel 7.8 Sales & MarketingOnline Support (OLS)

Licensing PortalOracle Customer

Online (OCO)

Common Web Services– Products by license by Customer

• My Products• Seat Allocation/Consumption by Product

by License

– Service Requests by Product/License/Customer

• My Top SRs

– SPRs by Product/License/Customer

© 2007 Wind River 27

Questions?