The utilities provider, a long-standing client of Assurity Consulting, set out to modernise its Siebel CRM system, originally installed over 20 years ago, before Oracle acquired the platform. Although the software had received periodic updates, it was still running on an outdated on-premises version that significantly lagged behind current standards.
Complicating a multi-version upgrade, the system was deeply embedded in the business’s operations, with a raft of customisations and integrations with various enterprise applications. Predominantly used as a CRM, integration layer, and ticketing system, Siebel supported critical processes directly touching the provider’s thousands of customers. In fact, the system is central to the start and finish of every customer journey, and nearly everything in between.
The upgrade to the current version, combined with a move to AWS cloud, was driven by multiple defects and shortcomings in software which was designed for a different time. Added to that, the limitations and overheads of on-premises software and hardware were being felt, including a looming risk of excessive licensing fees.
Challenges included managing and validating extensive customisations, which in effect created an enormous amount of technical debt, complicating multi-version upgrades. Integration with core ERP systems, plus multiple external vendor dependencies, demanded a rigorous approach to testing and QA.
However, as is often the case, initial planning underestimated testing coverage and scope, with Assurity Consulting brought in when the inadequacy of resources became apparent, jeopardising a planned May 2025 go-live.
