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Universal Application Network and Siebel Business Integration Applications

:
Delivering Faster, Better, More Agile Business Performance

Product Brief

The World’s Leading Provider of eBusiness Applications Software

Table of Contents
Universal Application Network and Siebel Business Integration Applications:
Delivering Faster, Better, More Agile Business Performance

Universal Application Network

1

Siebel Business Integration Applications: Prepackaged Software from Siebel Systems Built on the UAN Architecture

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Cross-Industry Siebel Business Integration Applications

Siebel Business Integration Applications for Customer Lifecycle Management

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Siebel Business Integration Applications for Product and Catalog Management

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Siebel Business Integration Applications for Order Management

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Siebel Business Integration Applications for Partner Relationship Management

14

Product Brief
Siebel Business Integration Applications for Sales Management 16

Siebel Business Integration Applications for Service Management

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Siebel Business Integration Applications for Employee Relationship Management

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Industry-Specific Siebel Business Integration Applications

Siebel Business Integration Applications for Automotive

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Siebel Business Integration Applications for Communications

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Siebel Business Integration Applications for Energy

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Siebel Business Integration Applications for Financial Services

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Summary

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Universal Application Network
Universal Application Network (UAN) is a standards-based architecture for business integration developed by Siebel Systems in collaboration with the world’s leading technology companies. Siebel Systems provides packaged software—Siebel Business Integration Applications—that integrate business applications and run on industry-leading integration servers, eliminating the cost and complexity associated with traditional integration methods. With UAN and Siebel Business Integration Applications, companies can leverage their existing IT investments, deploy best-in-class applications, and optimize their cross-application business processes, resulting in greater organizational agility and a lower total cost of technology ownership.

Integration Is the Number One IT Challenge

Over the past few decades, enterprises have invested heavily in software applications to increase business process efficiency and effectiveness. These investments yield maximum value only when the applications are integrated with one another, allowing organizations to seamlessly execute end-to-end business processes. Even a basic process such as updating a customer’s address across all information systems, departments, and lines of business typically requires the interoperation of dozens or more applications.

As many companies run tens, hundreds, or even thousands of disparate applications— some built internally and others acquired over the years from multiple vendors—application integration has become a tremendous challenge. In fact, in a recent Morgan Stanley CIO survey, 51 percent of chief information officers mentioned “integrating systems and processes” as their most strategic IT priority. The integration imperative becomes even more pressing as supply and demand chains become more interdependent, and organizations must be able to integrate the extended enterprise to ensure the viability of their partner networks.

Top Strategic (IT-Driven) Priorities

Application Integration

51% 45% 37% 33% 32% 32% 32% 31% 29% 28% 10% 20% 30% 40% 50% 60%

Security Software

Storage Hardware

Windows 2000/XP Upgrade-Desktop

Network Equipment

Storage Software

Business Intelligence Tools

Wireless Initiatives

ERP Software/ERP Upgrade

Customer Service Applications

0%
Source: Morgan Stanley CIO Survey, April 2003

Figure 1: Integration is the leading IT priority for today’s CIOs.

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an approach that is complex. “one off” solutions are neither reusable nor easy to extend. evaluating risk. • Complex—These custom-built. companies have relied on the traditional approach of custom-built. deployment.Consider an insurance company that wants to automate its end-to-end business process for creating a new policy. underwriting the policy. risky. upgrade. • Expensive—Creating one-to-one integrations is labor-intensive. or modify. As the number of applications in an IT environment increases. and issuing the policy—and it spans multiple applications. and administration costs. For most organizations. Traditional Approaches Are Complex. Risky. Customer Request Car Insurance Accept Quote Receive Policy Call Center Evaluate Risk Continue? Create Quote Create Application Send Policy Legacy Underwriting Underwrite Policy Credit Bureau Provide Credit Score Legacy Rating Provide Rate Legacy Policy Administration System Create Master Record Figure 2: Business processes that span the enterprise. • Risky—Point-to-point solutions are typically proprietary rather than based on open industry standards. point-to-point integrations. developing the quote. require the integration of multiple applications. In the example above—a high-level representation of an insurance company’s “new policy” process—five separate applications are integrated. and expensive. efficiently integrating such applications remains a significant challenge. maintenance. In many organizations. resulting in a highly inflexible infrastructure that limits future options. This process includes multiple steps—capturing detailed customer information. 2 . and Expensive To meet integration challenges similar to the aforementioned insurance example. processing the application. integration consumes up to one-third of the IT budget. such as creating a new policy. building and maintaining connections becomes enormously complex and time-consuming. saddling the organization with heavy development.

SeeBeyond. Cap Gemini Ernst & Young. TIBCO. Jacada. thereby eliminating the need for pointto-point data transformations. UAN also defines a common object model. and webMethods have enhanced their integration platforms to support business integration applications built on the UAN architecture. FirstLogic. Leading systems integrators— including Accenture. 3 . Integration server vendors such as BEA. SupportSoft. Vitria. IBM. Group 1 Software. UAN provides implementation guidelines that ensure that UAN-compliant integration solutions are consistent. Universal Application Network is a service-oriented architecture that enables organizations to solve the business integration problem within and beyond the enterprise. Portal Software. With UAN. and Trillium Software provide UAN-compliant integration solutions. Software vendors. manageable. Finally. Microsoft. and upgradable. business processes are defined independent of the underlying applications. such as Siebel Systems. simplifying the process of integrating applications from multiple vendors. Fair Isaac.Universal Application Network: A Standards-Based Architecture for Business Integration Siebel Systems has joined forces with other leading technology companies to create a standards-based architecture for business integration that overcomes the limitations of pointto-point and integration server approaches. Deloitte Consulting. and IBM Global Services—provide services to deliver UAN-compliant solutions. BearingPoint.

Siebel Business Integration Common Objects. better. Examples of integration processes include Sync Account. and risk of business integration. and Request Duplicate Invoice. Siebel Systems is able to leverage the deployment expertise of leading systems integrators. Siebel Business Integration Application Components Siebel Business Integration Applications include three main components: Siebel Business Integration Processes. resulting in a better customer experience. they can be easily configured. thereby eliminating the need for custom development. Update Order. and lower operating costs. Siebel Systems is the leading provider of UANcompliant packaged software for business integration. Quote to Cash and Service Provisioning—to achieve faster. ensuring that Siebel Business Integration Applications reflect the best practices of every industry in which they are deployed. 4 . Siebel Business Integration Applications leverage Siebel Systems’ ten years of success in developing packaged customer relationship management (CRM) applications. Siebel Business Integration Applications enable organizations to rapidly and easily deploy endto-end business processes—for example. Sync Payment. increased revenue. Siebel Systems’ domain expertise uniquely positions the company to provide superior customer-facing integration applications. through its extensive partnership program. In addition. modified. • Siebel Business Integration Processes— Define and orchestrate a series of discrete steps to complete an integration task such as synchronizing an account across multiple applications or submitting an order from the front office to the back office for fulfillment. Create Order. Siebel Business Integration Applications dramatically reduce the cost. Because Siebel Business Integration Processes are entirely based on XML and Web Services. and extended. As a result. time.Siebel Business Integration Applications: Prepackaged Software from Siebel Systems Built on the UAN Architecture Siebel Systems provides packaged software—Siebel Business Integration Applications—that are built on the UAN architecture and run on industry-leading integration servers. data models. and Siebel Business Integration Transformations. and more agile business performance. These applications span horizontal and vertical functional areas and embed industry best practices. and integration solutions.

5 . the use of common objects eliminates the need to map the data models of different applications directly to one another. The common objects provided represent the domain knowledge and experience accumulated by various standards bodies and by Siebel Systems and its partners through thousands of enterprise application deployments across a number of industries. Examples of common objects are Account. Since each application has a different data model. Instead. Activity. Quote. Figure 3: The chart above illustrates the Universal Application Network architecture and Siebel Business Integration Applications. Employee. Order. each data model is mapped to common objects. Siebel Business Integration Applications include an extensive set of com- mon objects needed for the integration processes. Opportunity. Invoice. Contact.• Siebel Business Integration Common Objects—Provide a framework for defining business data in an application-neutral format. Product. and Service Request.

partner relationship management. They can also leverage the applications to easily and rapidly create their own standards-based integrations. communications. 6 . Every application has a different data model and a different format of the same data object. Horizontal areas include customer life cycle management. thereby avoiding the cost and complexity typically associated with integration design and development. and employee relationship management. and consumer goods.” A data transformation will convert “USA” into “US” and vice versa. Siebel Systems provides a rich library of business integration applications for numerous horizontal and vertical functional areas. order management.• Siebel Business Integration Transformations—Reconcile the differences between the data models of the different business applications. In a simple example. and any communication between applications necessitates conversion from one format to another. financial services. life sciences. Vertical areas include high technology and manufacturing. product and catalog management. service management. energy. automotive. Organizations can use Siebel Business Integration Applications directly out of the box or easily modify them. one application may use three-letter country codes—“USA” for the United States—and another application may use two-letter codes—“US. sales management.

with minimal additional development costs. a $1 billion company that used UAN and Siebel Business Integration Applications rather than custom interfaces for integrating three major systems could reduce its time to market by 30 percent. According to Accenture. significantly reducing organizations’ total cost of ownership. highly flexible application networks comprising any combination of applications. Applications can be added or removed from the network easily. and Time to Deployment With UAN and Siebel Business Integration Applications. easily extendible. • Low total cost of ownership (TCO)—UAN and Siebel Business Integration Applications are flexible. • Rapid time to market—According to an Accenture estimate. and easy to maintain.UAN and Siebel Business Integration Applications Reduce Cost. the $1 billion company mentioned above could realize a 30 to 60 percent savings on integration implementation costs alone by implementing UAN and Siebel Business Integration Applications. Because UAN and Siebel Business Integration Applications are based upon open industry standards such as Extensible Markup Language (XML) and Web Services. • Low risk—Because they are based on standards like XML and Web Services. UAN and Siebel Business Integration Applications minimize deployment risk. UAN and Siebel Business Integration Applications address the application integration challenge with an out-of-the-box solution that is easy to deploy. and extremely cost-effective. organizations are free to build vendor-independent. and supported by major integration server vendors. Risk. all applications in a multisystem environment can easily be linked through a common integration architecture. Instead. Complexity. 7 . low-risk. organizations no longer need to develop separate integration solutions for each application-to-application linkage.

Siebel Business Integration Applications for Customer Life Cycle Management enable companies to synchronize customer informa- tion throughout the entire customer life cycle. and optimize the customer experience. and retain customers. geographic regions. Companies are under increasing pressure to provide a unified front to prospects and customers who demand a consistent. personalized experience across all channels. they ensure that companies do not deliver marketing materials to old or incorrect addresses. increase customer satisfaction.Siebel Business Integration Applications for Customer Life Cycle Management Siebel Business Integration Applications for Customer Life Cycle Management enable companies to synchronize customer information with third-party applications to maximize cross-selling opportunities. making it extremely difficult for the organization to achieve a unified view of its customers or to provide the seamless interaction that they demand. In many companies. By allowing multiple applications to share information updates as soon as they are made. Customer Confirm Customer Information No Correct? Repeat Process Yes Start Collect Match Parameters Validate Result with Customer Match Exists? Yes Locally? Yes Query Account Locally? Field Service Representative No End Import Account Information No End Universal Application Network Match Account Request Account Universal Customer Master Master Customer Information Master Customer Information Figure 4: Real-time account management ensures data consistency and accuracy across the enterprise. Specifically. they enable organizations to: • Ensure data consistency—Siebel Business Integration Applications for Customer Life Cycle Management ensure the consistency of data across packaged. customer information is stored in hundreds of applications. develop. and legacy applications. as customer data is frequently housed in disparate applications that span different customer channels. and business units. 8 . product lines. enabling them to more effectively acquire. Providing this advanced level of service is challenging for most organizations. custom. Siebel Business Integration Applications enable companies to reduce the expense and foregone revenue associated with inconsistent or inaccurate customer contact information. For example.

and delete customer groups across multiple applications 9 . and target applications. As a result. master data. heighten employee productivity. and archive contact information across multiple applications • Find contacts with limited input data • Query for contacts without replicating the data in the source application Benefits • Enhance the customer experience by meeting customer needs at the first point of contact • Increase revenues through cross-sell and up-sell opportunities made possible by a unified view of customers across the enterprise • Increase employee productivity by extending real-time access to relevant information • Reduce expenses incurred from sending marketing materials to the wrong addresses Customer Management • Create. • Access customer information in real time— Siebel Business Integration Applications for Customer Life Cycle Management enable real-time visibility into information that is dispersed across the enterprise. Siebel Business Integration Applications utilize out-of-the-box crossreferencing functionality to facilitate an enterprise customer view across disparate applications. With Siebel Business Integration Applications. and maximize customer value. customer service agents no longer have to navigate multiple applications to access critical information.• Unify customer profile—Siebel Business Integration Applications for Customer Life Cycle Management also provide prebuilt integration flows among source. update. they are able to consistently and effectively serve the customer via any channel. update. improving their productivity and enhancing the customer experience at each point of contact. enabling the organization to improve the customer experience. ensuring that one consistent enterprise profile exists for each customer. Siebel Business Integration Applications for Customer Life Cycle Management include the following: Integration Applications Contact Management Capabilities • Synchronize.

or when manual entry results in errors. it dramatically improves customer acquisition and customer satisfaction. resulting in increased revenues and lower operational costs. call centers. The solution reduces the costs of manual data entry and order correction. When changes do not systematically cascade through the different systems. companies can end up offering products with invalid configurations or incorrect prices. and it exists in different forms in different systems. and dealer networks—face significant operational challenges. configure solutions and proposals. and it provides access to the right information needed to quickly answer customer inquiries. and provide customer-specific prices. 10 . retail outlets. and channel partners—have access to the latest product and pricing information needed to create the optimal solution. Siebel Business Integration Applications for Product and Catalog Management enable the real-time synchronization of product information—including price and cost data— across disparate systems that serve both direct and indirect channels. Receive Class and Attribute Information Product Marketing Update Class and Attributes Validate Class and Attributes End Import Raw Item Data Validate Raw Item Data Universal Application Network Update Class and Attributes Update Product Update ClassAttribute Information Product Master Class-Attribute Information Yes Class Attributes Exist? Start No Update Item Information Item Master Figure 5: Instantaneous update of product information across multiple applications increases sales effectiveness and lowers manual-entry costs. sales representatives. These applications enable organizations to: • Increase sales effectiveness—Siebel Business Integration Applications for Product and Catalog Management ensure that new product introductions and changes to existing products are made available across all customer touchpoints instantaneously. Organizations that sell products and services through multiple channels—including the Web.Siebel Business Integration Applications for Product and Catalog Management Siebel Business Integration Applications for Product and Catalog Management enable companies to improve their sales effectiveness by ensuring that all those involved in serving the customer—including telesales agents. field sales. Product information changes often. By enabling organizations to be more responsive to customer needs and market conditions.

or eCommerce users. Siebel Business Integration Applications for Product and Catalog Management enable companies to quickly deploy pricing changes to salespeople. They eliminate manual pricing errors and reduce the revenues that can be lost due to inconsistent pricing. customer service. the solution reduces order errors and the manual effort required to correct them.• Reconcile product definitions across applications—Product definitions vary depending on whether they are being displayed to back-end. • Facilitate consistent pricing—Effective management of product pricing is a strategic issue in today’s competitive environment. partners. Siebel Business Integration Applications for Product and Catalog Management include the following: Integration Applications Simple Product Management Capabilities • Synchronize and update simple product information between front-office and back-office systems • Synchronize and update price and cost lists between backoffice and front-office systems • Create and update classification system and its related list of attributes in frontoffice systems • Create customizable products in front-office systems Benefits • Ensure consistent and accurate product and pricing across all customer touchpoints instantaneously • Eliminate manual pricing errors and reduce revenue loss due to inconsistent pricing • Provide robust capabilities for the synchronization of products with multiple configurations or complex categorization systems Price and Cost List Management Attribute and Class Structure Management Customizable Product Management 11 . • Manage complex products—Siebel Business Integration Applications for Product and Catalog Management provide robust capabilities for the synchronization of products with multiple configurations or complex categorization systems based on class and attributes. Siebel Business Integration Applications for Product and Catalog Management link these disparate product definitions in a single reference table. reducing the need for manual reconciliation and ensuring consistent communication across applications. and customers. accelerating the introduction of new pricing to the marketplace. sales force. By ensuring accurate categorization of products across multiple systems.

returns. Enterprises are taking aggressive measures to reduce operating and customer service costs by automating quote-to-cash processes. • Manage returns and cancellations effectively—Siebel Business Integration Applications for Order Management enable companies to create return orders or cancel existing orders through multiple channels and allow them to assess customer return requests based on eligibility prior to providing the customer with approval. order management in many companies is highly fragmented. These checks decrease the time and cost required to verify product return Customer Start Customer Channel? Web Request Order Status Receive Order Details End Receive Order Status Contact Center Sales Representative Request Order Status Receive Order Details Communicate Status? No Yes Communicate Order Status End Universal Application Network Request Order Update Update Order Async (PIP3A6) Fulfillment Order Information Start Update Order Figure 6: Real-time update of order status provides increased visibility into fulfillment processes and reduces customer service costs. checking availability. updates. Seamless order management helps companies avoid call backs to correct order errors and reduces goodwill services in exchange for customer loyalty. customer-centric order management in real time.Siebel Business Integration Applications for Order Management Siebel Business Integration Applications for Order Management enable companies to better serve customers and reduce operational costs by efficiently processing new orders. Siebel Business Integration Applications for Order Management enable companies to achieve consolidated. However. Siebel Business Integration Applications for Order Management enable organizations to: • Provide a consistent experience across channels—Siebel Business Integration Applications for Order Management enable companies to create and manage orders by accurately configuring and pricing products. partners. Siebel Business Integration Applications for Order Management allow customers to view the status of their orders in real time and also support the process of importing orders captured in external systems so that they can be validated to ensure accuracy prior to fulfillment. Once a sale is complete. and cancellations across front-office and back-office applications. and validating payment at the point of sale. 12 . The solution provides customers. managing delivery expectations. with multiple front-office and back-office systems operating across divisions and business units. Market leaders are also striving to provide customers and partners with self-service capabilities for real-time management of their orders through the order cycle. and employees with a centralized ability to effectively manage all product and service orders from quote to delivery.

a return for repair. integrated order management system • Avoid call-backs to correct order errors • Reduce goodwill services in exchange for customer loyalty • Increase customer satisfaction by presenting a single “face” to the customer and assuring quick resolution during the returns process Available-to-Promise Management Credit Check Management Order and RMA Management Status Management of Order and RMA Order Simulation Management 13 . Having asset information synchronized also gives field service personnel an accurate and up-to-date snapshot of exactly which parts are needed when the purchaser of a complex product requests repairs. Once eligibility is determined. companies can define routing and approval processes to ensure that the issue is resolved to the customer’s satisfaction. and automatic regular reordering of these services. a return for exchange. or a return for advanced exchange. companies can create a return for credit. Siebel Business Integration Applications for Order Management include the following: Integration Applications Asset Management Capabilities • Synchronize asset (installed product) information between front-office and back-office systems • Check availability of all products of an order at the time of order entry • Check customer’s credit balance in an accounts receivable system at the time of order entry • Submit orders or return material authorizations (RMAs) • Import orders for external systems into the front-office system Order Cancellation Management • Request cancellation of orders that have been submitted in the back office • Update front-office orders as their status changes in the back office • Submit an order simulation request to the back-office system and return information to the front-office system Benefits • Increase employee productivity and satisfaction by managing all customer and order information in a single.eligibility. This enables them to provide first-time resolution of service requests and superior customer service at a lower cost. • Manage assets—Siebel Business Integration Applications for Order Management support the synchronization of customer asset information between back-office and front-office systems. For items not approved for return. They enable asset-based ordering to support upgrades of installed products. up-sell and cross-sell opportunities.

and brokers) play a key strategic role in virtually every industry. 14 . and special offer information. and lower overall costs. Go to Partner URL Partner Sales Rep (at Manufacturer) Request Shopping Cart Transfer Yes Yes Start Business to Business? No Enter Partner Search Criteria Present List of Partners Select a Partner Request Price and Availability Transfer Shopping Cart Transfer Successful? No Display Error Message End Universal Application Network Request Price and Availability Transfer Shopping Cart Price and Availability Engine Third-Party Pricing Information Partner Sales Rep (at Distributor’s Web Site) Receive Shopping Cart Transfer Figure 7: Seamless transfer of shopping carts enhances channel performance and improves customer satisfaction. drive partner adoption.Siebel Business Integration Applications for Partner Relationship Management Siebel Business Integration Applications for Partner Relationship Management enable organizations to work collaboratively with partners to increase revenues. value. For partners. increase customer satisfaction. Successful partner relationship management (PRM) solutions must provide partners with realtime access to all information required to coordinate business planning. This integration is extremely challenging for companies that have multiple partners. and reduce partner management costs. this translates into timely access to brand owners’ current product. pricing. and marketing across the partner channel. gain efficiencies through the automatic delivery of this information. exchange data. and scope of partnerships have increased dramatically in recent years. Today. Siebel Business Integration Applications for Partner Relationship Management enable the integration of information required to support key product and order life cycle business processes across partner networks. They allow organizations to: • Streamline maintenance and distribution of information—Siebel Business Integration Applications for Partner Relationship Management enable organizations to electronically distribute consistent product information and price lists. The importance. distributors. and enable collaborative selling. servicing. partners (including resellers. and reduce printing costs. a reduction in quote and order inaccuracy. the elimination of manual entry. especially when each of them uses a different CRM system to manage its business.

and product integration • Increase channel and customer visibility through realtime access to customer and partner data • Increase partner adoption. and query order information across multiple enterprises • Check price and availability at different distribution partners • Transfer shopping cart from manufacturer’s site to distributor’s site • Synchronize and update catalog and product information in partners’ systems Benefits • Provide faster time to market through business-to-business order.• Drive partner adoption—Siebel Business Integration Applications for Partner Relationship Management allow partners to conduct business with brand owners through portals as well as through the use of their native CRM systems and IT infrastructures. Siebel Business Integration Applications for Partner Relationship Management include the following: Integration Applications Partner Management Capabilities • Synchronize. thus shortening sales and service cycles and improving customer satisfaction. and satisfaction • Reduce costs through partner process automation • Deploy unified best practices across partners through standards-based solutions 15 . thereby driving the adoption of an integrated PRM solution. Channel partners can place and check orders. returns. By allowing the partner to do business via native systems. catalog. loyalty. Siebel Business Integration Applications for Partner Relationship Management make business process collaboration seamless. • Enhance channel performance—Siebel Business Integration Applications for Partner Relationship Management enable buyers to shop on a manufacturer’s Web site and then transfer their shopping carts to distributors or resellers for fulfillment. collaboration. update. and cancellations online. and retention. create. loyalty.

production managers.and backoffice systems. maintain real-time visibility into the sales pipeline across channels. both within and beyond the enterprise. No Start Select Forecast Initiate Forecast Export Forecast Exists? Yes Review Forecast Exists Message Overwrite Forecast? Yes Overwrite Forecast Review Export Confirmation Message Yes Successful? End Sales Operations Manager No Cancel Export Request No Retry Export? No Universal Application Network Create Forecast Supply Chain Management Forecast Data Figure 8: Real-time update of forecasting information improves the accuracy of demand planning. These applications enable organizations to: • Improve demand planning—Siebel Business Integration Applications for Sales Management streamline the flow of forecasting data between front. sales managers. adjust. they must be able to identify which partners are influencing opportunities so they can work closely with these organizations to close deals. leading to improved forecasting and more effective production planning. At the same time. and facilitate collaborative selling.Siebel Business Integration Applications for Sales Management Siebel Business Integration Applications for Sales Management enable executives. 16 . enabling them to work collaboratively with partners to move opportunities forward. • Reduce channel conflict—Siebel Business Integration Applications for Sales Management enable sales representatives to identify which partners are influencing an opportunity. territories and geographies. Today’s organizations are under increasing pressure to develop accurate forecasts. Siebel Business Integration Applications for Sales Management enable the integration of information required to support key sales processes. resulting in improved production planning and lower inventory carrying costs. and analyze forecasting and opportunity-related information. and sales representatives to capture.

• Improve joint pipeline management—Siebel Business Integration Applications for Sales Management enable organizations to manage shared opportunity pipelines with their partners. partner satisfaction and loyalty. This capability not only leads to higher revenue. and partner-driven revenue through improved collaboration • Reduce channel conflict by identifying which partners are influencing an opportunity. or third-party forecasting Benefits • Enable executives. Siebel Business Integration Applications for Sales Management include the following: Integration Applications Forecast Management Capabilities • Export forecast data from a front-office application to a back-office system. supply chain management (SCM). adjust. but also allows brand owners to quantify the value of each partner relationship. demand planning. and working collaboratively with them to move the opportunity forward 17 . production managers. sales managers. and demand planners to capture. enterprise resource planning (ERP). and analyze revenue forecasts and product demand data • Enhance demand forecast accuracy to lower production costs and inventory-carrying costs • Increase sales productivity by allowing sales representatives to spend less time forecasting and more time pursuing deals Opportunity Management • Transfer new opportunity information to and from a front-office application to a partner front-office system • Update opportunity information residing in a partner front-office system • Provide partners with realtime access to critical sales information • Increase operational efficiencies.

Constituent Start Report Service Issue Receive Commit Time Agency Reprsentative Idenitify Service Issue Issue Previously Captured? No Create Service Request and verify Entitlements and Warranties Entitled to Service? No Analyze Service Usage and Recommend Right Contract Contract Close to Expiration? No Can Service Request Be Resolved Now? Yes No Calculate Commit Time Provide Commit Time To Customer Yes Yes Review Service Request Yes Manage and Maintain Service Contracts Resolve Service Request Sync Service Request End Universal Application Network Sync Service Request Network Management or Trouble Ticket System SR Information Figure 9: Synchronization of service request information accelerates service resolution. which can result in redundant work across the organization. For example. In addition. Moreover. They also enable field service organizations to manage parts inventories across multiple systems. they struggle to determine whether the parts they need to perform a repair are in stock. For example. field service personnel are unable to view parts inventory information while on the road because the information is stored in inaccessible backoffice systems. 18 . and resolve customer service issues. most organizations face a similar set of challenges. In managing service requests. Siebel Business Integration Applications for Service Management enable the integration of information that is required to support key customer service and field service processes. Field service organizations face an additional set of challenges. many companies suffer from poor communication between front-end customer service representatives and back-office administrators. track.Siebel Business Integration Applications for Service Management Siebel Business Integration Applications for Service Management enable organizations to log. ensuring that field service personnel have the parts and information that they need to deliver exceptional customer support. they often lack the ability to manage network outages in a proactive manner. companies often suffer from inefficiencies in service request processing. As a result. leading to greater customer satisfaction and loyalty.

they enable organizations to: • Enhance communication across departments—By streamlining the flow of data between front. inventory balance.Specifically. • Enhance order fulfillment process— Siebel Business Integration Applications for Service Management give sales representatives visibility into warehouse operations. • Provide information to customers proactively—Siebel Business Integration Applications for Service Management provide real-time information to customers when network outages or system failures occur.and back-office systems. ensuring that field service technicians have the information they need to deliver exceptional service while on-site with a customer. Siebel Business Integration Applications for Service Management include the following: Integration Applications Service Request Management Capabilities • Synchronize service requests between the front. and inventory transactions between back.and backoffice systems Benefits • Provide real-time information to customers when network outages or system failures occur • Streamline communication between front.and frontoffice systems • Enable field service technicians to view part and product availability at point of service • Provide sales representatives with parts and product inventory information as well as shipping status information 19 . Siebel Business Integration Applications for Service Management enable organizations to respond more quickly and effectively to customer service requests. This visibility allows sales representatives to accurately track orders and notify customers when an order has been processed and shipped.and backoffice systems Parts Inventory Management • Synchronize inventory location. • Improve service performance— Siebel Business Integration Applications for Service Management synchronize inventory data across multiple systems. such as order processing and delivery.

As a result. Sales representatives. Employee relationship management (ERM) solutions enable organizations to align employees’ goals with corporate objectives. By integrating employee information across applications. organizations that rely on manual synchronization often have numerous data silos. companies must ensure that the employee information available through the ERM system is consistent with the employee data housed in human resource management (HRM) and other back-office systems. To achieve maximum benefit from an ERM solution. Moreover. Accounts payable personnel then need to reenter the reports into the back-end system—a process that often leads to data entry errors and delays in reimbursement. which leads to data errors and high synchronization costs. Siebel Business Integration Applications for Employee Relationship Management allow organizations to address these challenges. which impedes organizational effectiveness.Siebel Business Integration Applications for Employee Relationship Management Siebel Business Integration Applications for Employee Relationship Management allow organizations to streamline the flow of employee-related information between front-office and back-office systems. Typically. field service technicians. More specifically. 20 . Yet most accounts payable departments can only process expense reports through the company’s back-end accounting system. As a result. Companies also face challenges related to managing expense reports. and build workforce competencies to maximize employee productivity. improving data consistency across the organization. eliminating the need for dual data entry and minimizing data errors. employees typically have to mail in their expense reports. and professional services personnel need to submit expense reports while on the road. They also enable employees to submit expense reports directly to the back-office system. manage employee performance. they must rely on manual synchronization. these applications enable organizations to: • Ensure data consistency across systems— Siebel Business Integration Applications for Employee Relationship Management enable Yes Employee Complete New Hire Data Entry Verify Employee Data Update Personal Data Correct and Up-to-Date? No Needs Approval? Yes No No Manager Complete New Hire Data Entry Verify Employee Data Correct and Up-to-Date? No Update Employee Data Yes Approved? Approved? No Yes HRMS or Source System Administrator Start Set Up and Configure System Enter Source System Table Values Administer Employee Data System Input New Employee Data Update Employee Data Yes Approved? Update Compensation Update Compensation End No Universal Application Network Sync Employee HRMS or Source System Employee Data Figure 10: Automatic data synchronization ensures that employee information remains up-to-date in the ERM system and back-office systems. organizations lack both a master data source and automated data synchronization capabilities. Most businesses have a difficult time managing employee data across systems.

• Improve employee satisfaction— Siebel Business Integration Applications for Employee Relationship Management enable employees to complete their expense reports using an ERM application. • Increases operation efficiency—Siebel Business Integration Applications for Employee Relationship Management minimize the need for manual reentry of expense report information.the synchronization of employee location and other employee data between human resources management systems and frontend ERM applications. This automated process eliminates the need to mail in paper expense reports. • Empower employees to update their data— Siebel Business Integration Applications for Employee Relationship Management enable employees to update their personal or jobrelated information via a front-end ERM application. with the confidence that the information will be automatically synchronized with the company’s human resource management system. and then immediately submit the reports to the company’s back-office accounting system. Siebel Business Integration Applications for Employee Relationship Management include the following: Integration Applications Employee Data Management Capabilities • Synchronize employee location and other employee data between human resource management (HRM) and front-office ERM applications Benefits • Ensure data consistency between HRM and front-end ERM applications • Reduce employee data errors • Increase employee satisfaction Expense Report Management • Synchronize expense reports between front office and back-end accounting systems • Reduce administrative work and data errors • Increase employee satisfaction 21 . ensuring data consistency between the front-office and backoffice systems. leading to a dramatic reduction in data entry errors and greater operational efficiency in the back office. resulting in less administrative work for employees and faster reimbursement.

higher revenues. ensuring consistent follow-up. and retailers to improve customer satisfaction. This creates a closed loop on the lead. This difficulty is the result of legacy infrastructures that store customer data in disconnected applications including back-office systems. thereby increasing close rates and overall revenues. 22 . These applications enable organizations to: • Manage sales leads—Siebel Business Integration Applications for Automotive synchronize lead information between frontoffice systems and dealer management systems. When a sale is closed. Siebel Business Integration Applications for Automotive provide automotive industry employees with the unified customer information that they need to ensure enhanced sales capability and superior service. Integrating these applications is complex and often prohibitively expensive. the Siebel Business Integration Application imports the vehicle delivery record and links the lead and the sale within the CRM system. Customer Start Inquire about Vehicle Purchase Test Drive and Select Offer Vehicle Trade In Select and Apply for Financing Evaluate Suggested Options Take Delivery of Vehicle Car Company Sales Capture Lead Qualify/ Enrich Lead Assign Lead to Dealer Car Company Marketing Initiate Owner Loyalty Dealer Sales Manager Assign Lead to Sales Rep Dealer Sales Rep Follow Up on Lead Demo Drive Prepare Deal Jacket Deliver Vehicle Dealer F&I Manager Verify Deal and Trade In Finance Deal Up-Sell Deal Add-Ons Close Deal Universal Application Network Request Vehicle Inventory Pass Deal Jacket to Desking Vehicle Delivery Notification Dealer Management System Provide Vehicle Inventory Update F&I Application Create Vehicle Delivery Record Figure 11: Synchronization of information enables auto manufacturers and dealers to manage leads collaboratively. comprehensive views of customer interactions that enable them to understand customers’ lifetime value. distributors.Siebel Business Integration Applications for Automotive Siebel Business Integration Applications for Automotive enable vehicle manufacturers. enabling automotive companies to quickly and efficiently distribute leads to dealers. acquisition. and retention across all channels. Customer-facing employees across the automotive industry have difficulty securing the consistent. and dealer management systems. and greater customer satisfaction. external databases. providing dealers with increased flexibility to track leads and automotive companies with increased visibility into lead status.

and archive customer information across multiple applications • Find customers with limited input data • Find customer information without replicating the data in the source application 23 . update. and lead management programs by ensuring consistent and accurate deal and service information • Enhance customer experience through 360-degree view of the customer across the enterprise • Increase employee productivity Automotive Asset Management • Synchronize asset information between front-office and back-office systems • Increase employee productivity and control costs by having a single view of asset information across the organization • Enhance the customer experience by meeting customer needs at the first point of contact • Increase revenues through cross-sell and up-sell opportunities by providing a unified view of customers across the enterprise • Increase employee productivity by providing real-time access to relevant information • Reduce expenses by eliminating the distribution of marketing materials to the wrong addresses Automotive Contact Management • Synchronize. enabling them to develop promotions to maximize customer lifetime value.• Integrate service management—Siebel Business Integration Applications for Automotive synchronize service and repair information between the dealer management systems that record repairs and the sales applications managed by the manufacturer. Siebel Business Integration Applications for Automotive include the following: Integration Applications Automotive Dealer Sales Lead Management Capabilities • Synchronize and update deal information from multiple dealer management systems • Query vehicle delivery reports from multiple dealer management systems Automotive Dealer Service Information Management • Query vehicle repair order information across multiple dealer management systems Benefits • Enhance dealer collaboration through real-time sharing of information • Increase effectiveness of sales. This provides automotive companies with a complete view of all customer. and archive contact information across multiple applications • Find contact information with limited input data • Find contact information without replicating data in the source application Automotive Customer Management • Synchronize. marketing.and vehicle-related activities. update.

Siebel Business Integration Applications for Communications synchronize all customer information-profiles. Siebel Business Integration Applications for Communications enable communications service providers to differentiate themselves by launching new services quickly and by providing lower-cost. where ill-equipped sales executives create orders with incomplete or incorrect informa- tion. • Synchronize customer information— Industry-wide. and billing systems. To achieve these objectives. providers must integrate business processes across dozens or even hundreds of applications. The applications also support the synchronization of contact information with a customer information file or a customer master. low customer satisfaction. including business support services (BSS). service subscription information. and monitored for timely service delivery. This interaction is often nonproductive for the customer and inefficient for the provider. while simultaneously providing superior customer service. and partner contact. . ensuring that each customer order is accurately captured. employee.Siebel Business Integration Processes for Communications Siebel Business Integration Applications for Communications enable companies to synchronize and coordinate sales. extended service delivery cycles. and billing systems. and lost billing days. Customer Start Request New Service Receive Due Date No Order Accepted? Yes Schedule Installation Call Center/ Sales Collect Customer Information Assess Credit Validate Address Create Order Complete Sale Complete Order Order Management Process Order Universal Application Network Request Credit Score Request Address Validation Request Service Feasibility Request Due Date Send Service IDs and Due Date OSS Address Verification Determine Service Feasibility Calculate Due Date Reserve Service IDs Credit Scoring Vendor Prove Credit Score 24 Figure 12: Real-time activation of services in operational support systems streamlines the service process and increases revenues for communications service providers. resulting in increased order processing costs. OSS. more than 50 percent of communications companies’ inbound call center traffic is generated by customers calling with billing questions. as call center agents struggle to navigate multiple billing systems to address callers’ inquiries. Siebel Business Integration Applications for Communications enable a fully-integrated process that spans multiple OSS applications. and customer service across all communication channels and points of customer. Often. Telecommunications service providers are under intense pressure to increase revenues and lower operational costs. validated. and billing and payment data—across all BSS. operations support services (OSS). marketing. high-quality customer service. validating it and eliminating any redundancies before systems are updated. order fallout may be traced to the point of order capture. They allow organizations to: • Fully integrate customer order management—Communications companies suffer from high order fallout rates.

validation. and update customer account and contact information between front.Siebel Business Integration Applications for Communications include the following: Integration Applications Communications Account Balance Management Communications Asset Management Communications Bill Adjustment Management Capabilities • Query for account balance information from a back-office application • Synchronize asset information from a back-office system to a front-office system • Request invoice adjustment to be created in a back-office system • Update front-office system with status of adjustment request Communications Contact Management • Synchronize and update customer account and contact information between frontand back-office applications • Request credit approval from back-office application and receive credit data in a frontoffice application • Create. request. and routing of communications orders across multiple systems • Reduce development time and time to market • Enhance customer experience • Improve employee productivity Communications Credit Check Management Communications Customer Management Communications Invoice Management Communications Order Processing for Services Communications Payment Management Communications Price List Management Communications Process Billing Management Communications Process Service Management Communications Product Management Communications Status Management for Orders 25 . synchronize.and back-office applications • Coordinate the order process for an order that needs to be submitted to both a billing system and a provisioning system • Synchronize and update payments accepted through a CRM application with a billing application • Synchronize and update prices and discounts between front. manage order processing. and support bi-directional updates between front.and back-office applications • Coordinate the steps for submitting orders to a billing system and updating the frontoffice system • Coordinate the steps for submitting orders to a provisioning system and updating the front-office system • Create and update simple and complex products in a frontoffice application based on product definition in a backoffice application • Update the status of an order in the front office as the order progresses in the back office Benefits • Enable a holistic view of the customer • Minimize training and maximize efficiency through unified customer service dashboards • Ensure reliable and fast service delivery through accurate creation.and backoffice applications • Synchronize and query invoice information from back-office billing applications • Request duplicate invoices Communications Order Management • Create and update orders.

• Streamline enrollment processing— By leveraging real-time back-office data. and relevant contact details—across the entire enterprise application network. The rapid restructuring of energy markets and the impending increase in competition requires updated business processes and an application network infrastructure that allows utility service providers to better manage their customer interactions. companies can realize these goals and maintain a competitive edge. • Improve customer care—Siebel Business Integration Applications for Energy enable Customer Start Inquire about Bill Verify Meter Read Make Payment Yes Call Center/ Sales Query Bill Header and Detail Check Consistency of Bill Check Meter/Usage Data Create Adjustment Request Payment Due? No Submit Payment End Field Service Field Investigation Universal Application Network Request Invoice Data Request Usage Data Provide Usage Data Process Adjustment Request Submit Payment Request Account Balance Update Process Payment Billing Engine Provide Invoice Data Provide Usage Data Upgrade Usage Data Process Adjustment Request Receive Payment Update Account Balance 26 Financial Institution Process Payment Figure 13: Real-time billing inquiry resolution streamlines customer care and improves employee productivity. Challenges include maintaining operational and cost efficiency. the information required to serve customers is decentralized in myriad back-office applications such as billing. . thereby eliminating redundancy and validating data before other systems are updated. They also support contact information synchronization with a customer information file or a customer master. Often. and improved customer service. deploying new offerings rapidly. integrated solution for managing customer interaction business processes from sales management and order capture to customer care. Integrating this information onto a single agent desktop is increasingly critical to achieving successful sales and superior service. and providing real-time interactive customer service aimed at reducing customer churn. Siebel Business Integration Applications for Energy also enable real-time updates across systems to ensure that customer information remains consistent across all applications. and ensures retention of customers for revenue growth. improves process efficiency. payment profiles. This optimized enrollment process allows energy service providers to leverage the information generated by front.Siebel Business Integration Applications for Energy Siebel Business Integration Applications for Energy provide companies with a robust. geographical information systems. accurate. “one-and-done” customer enrollment. targeted marketing campaigns. Siebel Business Integration Applications for Energy enable organizations to: • Synchronize data across the enterprise— Siebel Business Integration Applications for Energy synchronize customer data—including billing preferences. and field service.and back-office systems to provide more effective follow-on sales. The optimized Siebel Business Integration Applications processes enable the user to input accurate and validated data during order capture to minimize costly errors in the back office. Siebel Business Integration Applications address the pain points of energy companies in managing backoffice and customer information system business processes through an integrated front-office solution that reduces operating costs. Siebel Business Integration Applications for Energy enable consistent. work and outage management. By deploying Siebel Business Integration Applications for Energy.

With all of this data readily accessible. Siebel Business Integration Applications for Energy include the following: Integration Applications Energy Account Balance Management Energy Asset Management Capabilities • Query account balance information from a back-office application • Synchronize asset information from a back-office system to a front-office system • Request invoice adjustment to be created in a back-office system • Update front-office system with status of adjustment request • Synchronize and update customer account and contact information between front.and back-office applications • Request credit approval from back-office application and receive credit data in a frontoffice application • Create. manage order processing. and support bi-directional updates between front. resulting in higher customer loyalty and satisfaction. Siebel Business Integration Applications enable two-tier bill display and interaction with billing data that resides in back-office applications.and backoffice applications • Synchronize and query invoice information from back-office billing applications • Request duplicate invoices • Create and update orders. utility customer service agents are empowered to quickly and efficiently respond to customer service requests. request. field service requests. synchronize. providing for a quick and efficient processing of bill inquiries.end-to-end customer care processing for mission-critical and widely used billing transactions via the call center or through self-service Web access. Siebel Business Integration Applications also facilitate payment capture. and routing of energy orders across multiple systems • Reduce development time and time to market • Enhance customer experience • Improve employee productivity Energy Bill Adjustment Management Energy Contact Management Energy Credit Check Management Energy Customer Management Energy Invoice Management Energy Order Management Energy Order Processing for Services Energy Payment Management Energy Price List Management Energy Process Billing Management Energy Process Service Management Energy Product Management Energy Status Management for Orders 27 . validation.and back-office applications • Coordinate the order process for an order that needs to be submitted to both a billing system and a provisioning system • Synchronize and update payments accepted through a CRM application with a billing application • Synchronize and update prices and discounts between frontand back-office applications • Coordinate the steps for submitting orders to a billing system and updating the front-office system • Coordinate the steps for submitting orders to a provisioning system and updating the front-office system • Create and update simple and complex products in a frontoffice application based on product definition in a backoffice application • Update the status of an order in the front office as the order progresses in the back office Benefits • Enable a holistic view of the customer • Minimize training and maximize efficiency through unified customer service dashboards • Ensure reliable and fast service delivery through accurate creation. service investigations. In real time. and updates. and required adjustments. and update customer account and contact information between front. integration with the back-office billing applications.

many companies are merging with. 28 . verify funds in external systems. and insurance services. and provide relevant information to policy issue functions. customer retention.Siebel Business Integration Processes for Financial Services Siebel Business Integration Applications for Financial Services enable organizations to acquire a single. enabling companies to request credit scores and fraud checks. and marketing effectiveness and efficiency across all distribution channels. consolidated view of their customer base and optimize sales. etc. Customer Start Express Interest Provide Documents/ Signature. This results in improved customer acquisition. and order checks. To expand their service offerings. Specifically. other institutions. The resulting optimized sales management processes result in greater employee/agent efficiency and an increased policy close rate. and overall profitability. deliver consistent service across channels. The solution enables insurance providers to capture detailed customer information. increase underwriting income. service. financial institutions can achieve sustainable competitive advantage and maximize profitability. traditional banking and insurance business models are disappearing and are being replaced by a model that blends banking. and capture greater market share. channel effectiveness. Siebel Business Integration Applications for Financial Services enable organizations to increase the number of products sold per customer. create accounts in core processing systems. Within the financial services industry. brokerage. develop quotes. access the appropriate back-office systems to process applications. and reduce costs from internal processes. • Streamline account origination—Siebel Business Integration Applications for Financial Services streamline the account origination process for credit and deposit products. With access to better customer information and a streamlined account origination process. or acquiring. process applications. Receive Account Info/ Literature Call Center/ Sales Identify and Authenticate Customer Review Customer Relationship Perform Consultative Selling Complete and Submit Application Communicate Closing Requirements Verify Funds Credit Products Only Perform Fulfillment Communicate Status Business Analyst Define Customer Segmentation Define FollowUp Actions Define Fulfillment Requirements Analyze Key Metrics End FINS Request Create Account Universal Application Network Request Fund Verification Request Check Order Request Create Account Request Application Status External System Core Processing System Check Vendor Core Processing System Application Processing System Figure 14: The efficient execution of the account origination process across systems increases customer satisfaction and improves employee productivity. they allow them to: • Optimize policy sales management— Siebel Business Integration Applications for Financial Services support the end-to-end business processes required to create auto and life insurance quotes and applications.

Siebel Business Integration Applications for Financial Services include the following: Integration Applications Financial Services Contact Management Capabilities • Search for contacts in external customer information file systems • Import contacts into frontoffice applications • Synchronize customer changes across external systems Financial Services Auto Policy Sales Management • Request and receive rates from auto policy rating engines • Create new auto policy master records in policy systems Financial Services Life Policy Sales Management • Request and receive rates from life policy rating engines • Create new life policy master records in policy systems Financial Services Claims Management • Post first notice of loss in the claims administration system • Create payments for settled claims Financial Services Service Management Financial Services Account Origination Management • Retrieve financial account data for deposit and brokerage accounts • Perform credit checks and fraud checks • Submit applications for processing and retrieve status updates • Perform fulfillment activities such as verifying funds. policy. claims payments. ordering checks. and customer data at the service touchpoint • Enable claim staff to deliver superior service • Integrate customer data with the latest account data • Provide complete customer view for improved service • Shorten financial product application time • Increase employee productivity • Reduce customer drop-off rate 29 . Improved integration with external claims and payment systems results in reduced turnaround times and improved settlement quality. This ensures a customer-centric view of a key service event in a policyholder’s relationship with the insurer. and creating accounts in external systems Benefits • Unify customer data across all enterprise applications • Increase employee productivity through access to the latest customer information • Provide seamless transition from quote to policy application • Centralize data validation • Shorten new policy processing time • Integrate claim.• Optimize claims management— Siebel Business Integration Applications for Financial Services enable claims professionals to more efficiently create the first notice of loss record to trigger the claims management process and to initiate claim payment transactions.

With UAN and Siebel Business Integration Applications. Siebel Business Integration Applications form the core of UAN. and risk of business integration.com at http://www. Rather. thereby reducing the cost. order management. UAN and Siebel Business Integration Applications provide organizations with the flexibility to modify their business processes in response to rapidly changing market.com/uan. Siebel Business Integration Applications and UAN enable organizations to overcome the limitations of traditional integration approaches. automotive asset management. communications account balance management. organizations can finally realize the strategic benefits of crossapplication integration at dramatically reduced cost. In combination. industry-specific business integration applications across and beyond the enterprise. complexity. For additional information on UAN and Siebel Business Integration Applications. Siebel Systems provides Siebel Business Integration Applications for a number of cross-industry and industry-specific processes. 30 . In addition. including customer life cycle management. time.Summary Universal Application Network represents an innovative new paradigm for application integration. and many more. Quote to Cash and Service Provisioning—that must operate across multiple applications. It is the first standards-based integration architecture that enables organizations to deploy end-to-end. product and catalog management. organizations are not locked into the proprietary and inflexible architecture of a single vendor. and time to development. Through UAN and Siebel Business Integration Applications. These integration applications are offered directly to customers. enabling them to rapidly and cost-effectively address their enterprisewide business process integration challenges. enabling organizations to rapidly and easily deploy end-to-end business processes—for example. and customer dynamics. competitive. energy invoice management. they have the freedom to choose best-in-class applications and technology and can easily remove or replace applications as necessary. They allow companies to make use of the best practices for business integration built within UAN. please visit the UAN microsite on Siebel.siebel.

500 customer deployments worldwide across a broad range of industries. . February 2003. field. and better serve their customers. According to an independent audit. Siebel customers have realized significant benefits from their deployment of Siebel eBusiness Applications: On average. they reported increases of 8 percent in revenue. integrated suite of Siebel e Business Applications enables organizations to deploy sales.Proven Customer Success Siebel Systems was founded in 1993 to address the growing need of organizations of all sizes to acquire. and a 13 percent decrease in operating costs—with a return on investment in 12 months. resellers. Today. Siebel Systems is a leading provider of eBusiness applications software. marketing. call centers. The result is proven customer success. and customer service systems across all channels—including the Web. 13 percent in customer retention. With more than 3. and 18 percent in customer satisfaction and employee productivity. retain. Siebel Systems has developed deep domain expertise in CRM and industry-specific best practices. which are embedded throughout the entire suite of Siebel eBusiness Applications. with offices located in more than 28 countries. 18% 13% 8% 18% 13% Revenue Growth Customer Retention Increase Customer Satisfaction Increase Employee Productivity Gains Operating Cost Decrease Return on Siebel investment: 12 months Source: Satmetrix Systems. survey of customers. and dealer networks—at the lowest total cost of ownership. Its market-leading.

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