Client: Insurance Provider, Northeast USA
Client Background and Oracle Usage Overview
The Client is a mid-sized insurance company headquartered in the Northeast. It serves personal and commercial policyholders across the United States. With over 4 million active policyholders and 3,000 employees, the company relies on Oracle Siebel CRM to manage its customer service operations, agent workflows, and claims processing.
In addition to Siebel CRM, the Client also used:
- Oracle Database Enterprise Edition as the backend for Siebel
- Siebel Tools and Web Services for integrations with policy systems
- Oracle BI Publisher for customer-facing reports and internal dashboards
- Oracle Middleware for legacy integration services
As the company grew and added business units, its Siebel deployment expanded, but licensing governance did not keep pace. Redress Compliance was engaged to assess the full Oracle estate, remediate Siebel licensing exposures, and identify cost-saving opportunities across support and licensing.
Discovery and Licensing Review
Redress Compliance conducted a full Oracle license and deployment assessment, focusing strongly on Siebel application usage.
Activities included:
- Extraction of user-level access data from Siebel CRM, across all environments
- Analysis of Siebel module usage and enabled functionality
- Review of Siebel contracts, metrics (Application User vs. Professional User), and historical purchases
- Cross-checking Oracle LMS data for the underlying technology stack
- Infrastructure discovery across physical servers, VMware clusters, and cloud-hosted environments
Key findings:
- Over 1,800 users were actively accessing Siebel, while only 800 Application User licenses were procured
- Several Siebel modules—such as Siebel Call Center and Siebel Marketing—were enabled but not licensed
- Oracle Database Enterprise Edition had multiple advanced features enabled (e.g., Diagnostics Pack)
- Unlicensed test/dev Siebel environments were running on production-class infrastructure
- Integration with external systems via Siebel Web Services exposed indirect access risks
License Exposure and Risk Summary
The analysis revealed $4.8 million in potential license risk, broken down as follows:
| Area | Estimated Risk |
|---|---|
| Siebel Application User overages | $2.6 million |
| Unlicensed Siebel modules | $1.1 million |
| Indirect access via integrations | $400,000 |
| Oracle Database options (Diagnostics Pack) | $700,000 |
Much of the risk stemmed from:
- User growth exceeding purchased entitlements
- Module enablement through patches or upgrades without additional licensing
- Custom workflows triggering unlicensed Web Services calls
- Technical teams are unaware of Siebel’s strict licensing metrics
Remediation and Optimization Actions
Redress Compliance delivered a structured remediation and optimization roadmap:
- Siebel User Rationalization
- Mapped actual user roles against Oracle’s “Application User” definition
- Removed inactive accounts and consolidated access roles
- Reallocated usage between power users and limited-access users
- Result: Reduced user exposure by 900 licenses, mitigating $2.3M in risk
- Module Licensing Clean-up
- Disable unused modules at the configuration level
- Worked with business units to prioritize critical vs. non-essential functionality
- Procured targeted licenses for high-use modules only (e.g., Call Center)
- Result: Reduced module licensing footprint by 60%, avoiding $1.1M in exposure
- Integration Gateway Review
- Re-architected Siebel integrations to control indirect user triggers
- Applied internal controls and logging to monitor API usage
- Result: Removed indirect access concerns from the licenseable scope
- Database Option Deactivation
- Identified diagnostics and tuning options running in Siebel database environments
- Disabled non-essential features and documented compliance changes
- Result: Eliminated $700K in unnecessary Oracle DB option risk
Support Cost Savings
With the adjusted license baseline and removal of non-essential deployments, the Client was able to:
- Eliminate over-licensed environments from Oracle support
- Merge support contracts across Siebel and Oracle DB into a consolidated renewal
- Negotiate fixed-rate support for three years with no annual uplifts
Annual Oracle support savings: $250,000
Conclusion
Redress Compliance delivered a comprehensive Oracle licensing transformation for the insurance provider, covering both Siebel CRM and underlying technologies.
| Outcome | Value Delivered |
|---|---|
| Total License Risk Resolved | $4.8 million |
| Siebel User Compliance Achieved | Yes |
| Siebel Module Usage Realigned | Yes |
| Oracle DB Option Risk Eliminated | Yes |
| Annual Support Cost Reduction | $250,000 |
This engagement gave the Client full clarity and control over its Siebel CRM licensing position, eliminated millions in risk, and unlocked tangible cost savings—while maintaining uninterrupted access to mission-critical systems.
