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Abdul Latif Jameel Engages Sierra Atlantic IT Services to Boost "Delight" and Enable 360 Degree View of Customers

Aug 10, 2009

DUBAI, UNITED ARAB EMIRATES - Sierra Atlantic Inc., specialists in IT services and outsourced product development, today announced that Abdul Latif Jameel Co. Ltd. (ALJ) has engaged it to complete a Siebel CRM/UCM implementation. ALJ refers to all its customers as "guests" and measures their satisfaction through a metric called "Guest Delight Index". The work with Sierra Atlantic will enhance the efficiency of ALJ's shared services group and provide a 360 degree view of guests, leading to improved customer satisfaction.

This strategic direction will enable ALJ to put its vision and mission statement of "Being Guest Focused" into action. This challenging task will require capturing data from different resources including legacy systems and feed the guest's Golden Record. By doing that, ALJ will maintain one version of the guest's profile and will be able track the guest's activities.

CRM business drivers identified to achieve this vision are as listed below:

• Multi Channel Capability and Integration
• Customer Delight
• Service Differentiation
• Employee Engagement
• Service Standardization

ALJ took significant steps towards having a unified guest database through Oracle Siebel CRM and UCM Implementations. Having a Unified CRM solution will help to unlock the value of ALJ's guests. This move comes in line with ALJ IT Division's strategic direction towards master data management. "Sierra Atlantic is a trusted partner of Oracle with rich experience in ERP/CRM projects across the Middle East and globally," said Hesham Saad Al Ghamdi - Senior General Manager of ALJ Guest Relations Division. "Their expertise will no doubt contribute to a successful implementation and help us in our efforts to improve the guest experience."

Oracle Siebel CRM/UCM combines customer relationship management software with a universal customer master database, providing a system that takes the complexity out of maintaining clear, accurate customer data. After a thorough evaluation process, ALJ selected Sierra Atlantic as a strategic partner for implementing the Siebel CRM/UCM solution.

"ALJ is a key customer and a leading brand across the Middle East," said Mr. Yeshwanth Reddy, Executive Director, Sierra Atlantic. "Sierra Atlantic will be helping ALJ make the 'guest delight' project a grand success." The project will last for a period of 9 months and is expected to go "live" in Feb 2010.

ALJ is among the top three distributors in the world for Toyota. It also offers electronics, home appliances, and air-conditioning products. In addition, it provides installment sales, leasing, and insurance services. ALJ distributes its products through showrooms and dealers in Saudi Arabia, Syria, Morocco, Algeria, and Turkey. Abdul Latif Jameel Company Limited was founded in 1945 and is based in Jeddah, Saudi Arabia.

About Sierra Atlantic

Sierra Atlantic is the leader in offshoring enterprise applications and outsourced product development. With expertise derived from deep R&D relationships with enterprise software leaders such as Oracle and Microsoft, we provide full lifecycle product development and IT services including implementation, integration, development, testing, and support. Sierra Atlantic is amongst the largest IT services companies, offering services in the "New Oracle Economy," Outsourced Product Development, and Microsoft competencies, with global delivery from both India and China. Over 200 active customers currently address their business needs leveraging our NShoreâ„¢ methodology and best-in-class Global delivery capabilities. A recognized leader in quality, Sierra Atlantic has been the recipient of many distinguished awards including Oracle Partner of the Year (3 years consecutively), Microsoft Gold Certified and NXT Delivery Partner, IDC DQ Top 20, and Great Places to Work. Sierra Atlantic is headquartered in Fremont, California and maintains operations in 16 countries across North America, Europe, Middle East and Asia Pacific. For more information, please visit www.SierraAtlantic.com.

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