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Achieving a competitive advantage through the customer-driven
The World’s Leading Provider of eBusiness Applications Software
The CRM Market Leader
Today’s organizations understand that their ability to deliver a superior customer experience defines the next frontier of competitive advantage. To acquire, retain, and grow customer wallet and mind share, organizations recognize that they must become customer-driven enterprises. They must continuously improve and optimize their customer-facing business processes that drive customer acquisition and retention. As a result, customer relationship management (CRM) is a top spending priority of organizations globally.
CRM Is a Top Priority
What will be the top three strategic, IT-driven priorities as we emerge from the recession?
Integrating systems and processes External customer service/ relationship management Enabling/enhancing eCommerce Knowledge management/ integrating intellectual assets Implementing data security and privacy measures Automating/optimizing the supply chain Implementing new technologies, such as wireless Extending systems globally Other Source: CIO Magazine, September 2002. 8% 39% 35% 33% 32% 26% 21% 49% 61%
Siebel Systems is a leading provider of CRM software—and the only CRM software company to have consistently gained market share over the past five years. Siebel Systems’ share of the CRM software market has steadily grown from 49 percent in 1997 to 76 percent today. During this same period, other enterprise applications vendors have either lost share or failed to gain meaningful share in the CRM software market, which many leading industry analysts forecast to be the largest segment of the enterprise applications software market through the balance of this decade. Siebel Systems is by far the CRM market leader.
Worldwide CRM Applications Market Share
80% 70% 60%
50% 40% 30% 20% 10% 0%
1997 Siebel Systems SAP Vantive/PeopleSoft Oracle Clarify/Amdocs Baan 38% 0% 27% 0% 22% 13%
1998 56% 0% 17% 0% 16% 11%
1999 57% 1% 9% 9% 15% 8%
2000 66% 5% 6% 13% 10% 0%
2001 76% 8% 9% 7% 0% 0%
Source: SEC Filings, analyst estimates, and Siebel estimates.
Table of Contents
The Customer-Driven Enterprise Barriers to Becoming a Customer-Driven Enterprise The Siebel Solution: Enabling the Customer-Driven Enterprise through CRM Best Practices Cross-Industry Best Practices Sales Best Practices Call Center Best Practices Service Best Practices Marketing Best Practices Customer Order Management Best Practices Partner Relationship Management Best Practices Employee Relationship Management Best Practices Industry-Specific Best Practices Best Practices in Automotive Best Practices in Communications and Media Best Practices in Consumer Goods Best Practices in Finance Best Practices in High Technology and Manufacturing Best Practices in Insurance and Healthcare Best Practices in Life Sciences Best Practices in the Public Sector Best Practices in Retail Best Practices in Travel and Transportation Best Practices in Utilities, Oil and Gas, and Chemicals Universal Application Network: Enabling Cross-Application Business Processes in Support of Best Practices Implementation Best Practices: Ensuring Customer Success Siebel 7.5: Best-in-Class CRM Solution
1 2 3
Best Practices in Customer Relationship Management
6 8 10 12 14 16 18 Achieving a competitive advantage through the customer-driven enterprise
20 22 24 26 28 30 32 34 36 38 40 42 43 45
The Customer-Driven Enterprise
Today’s organizations increasingly recognize that to achieve a sustainable competitive advantage, they must become customer-driven enterprises. Their business processes must be designed with the customer in mind, making it easy for customers to do business with the organization. By becoming customer-driven enterprises, organizations more effectively acquire, retain, and grow customer wallet and mind share.
To consistently deliver an exceptional customer experience that drives customer acquisition and retention, organizations must apply best practices in every aspect of managing relationships with their customers. This means, for example, doing business in any way that customers want— anytime, anywhere, and through any communication channel. It means personalizing every interaction and offering customers only those products and services that uniquely meet their needs. And it means delivering exceptional postsales support. The benefits of providing exceptional customer experiences are clear. Satisfied customers: • Become more loyal customers • Buy additional products and services • Respond to cross-sell and up-sell offers • Provide strong referrals • Are generally less price-sensitive than other customers Recognizing the bottom-line benefits of being customer-driven, today’s chief executives are focusing their IT investments on customer relationship management (CRM) applications— the technology that enables organizations to deliver a superior customer experience. While best practices in customer-facing processes—sales, marketing, and service—are essential to success, it takes extensive experience to identify and document best practices. The CRM applications that organizations select to support their customer-facing processes should reflect best practices and, therefore, must be based on a proven track record of experience and customer success.
1. Security Software 2. CRM Software 3. Storage Software 4. Security Hardware 5. Storage Networking Switches 6. Desktop OS Software 7. Server OS Software
8. Enterprise Portal Software 9. NT Servers 10. ERP
CRM is a top priority for organizations worldwide. Source: Goldman Sachs IT Spending Survey, July 2002.
and customer preferences and requirements. 3. 2. Information Silos Customer data is scattered throughout the organization in information silos based on product. they are unable to respond swiftly to changes in customer behavior and market trends. for instance—is not recognized when she contacts the mortgagelending line of business to apply for a home loan. Business Processes That Do Not Reflect Best Practices Processes have not been designed with customer needs and preferences in mind. she has to explain who she is and how long she has done business with the bank and fill out multiple forms to provide information that she would expect the bank to already have. resulting in customer frustration.Barriers to Becoming a Customer-Driven Enterprise Most organizations recognize that they are not customer-driven and. Inability to Deploy Cross-Application Business Processes Due to the cost and complexity of enterprise application integration. 2 . The bank is not able to provide the personalized. As a result. 4. Unable to coordinate customer interactions across these disconnected silos. For example. a long-standing customer in one line of business—checking accounts. Lack of Real-Time Intelligence Companies lack real-time intelligence about their operational performance. are not operating at their full potential to acquire. or communication channel—leaving companies with a highly fragmented and incomplete view of their customers. differentiated service that the customer expects. for example. a telecommunications firm designed its billing cycle to optimize back-office efficiency rather than to maximize the customer’s ease of doing business with the company: Once the system had assigned a specific cycle—based on the customer’s phone number—the company’s service agents were unable to change the cycle in response to the customer’s request. as a consequence. This inability frequently causes problems such as service delays. unavailable products. At most financial services companies. line of business. Instead. retain. Four key factors prevent organizations from delivering an optimal customer experience: 1. They are keenly aware that their customers are not consistently having meaningful and satisfying experiences when doing business with them. market conditions. and billing inaccuracies. and grow customer wallet and mind share. companies cannot conduct personalized. companies are unable to deploy business processes that seamlessly span multiple applications. ongoing dialogues with their customers. incorrect orders.
and employee relationship management. partner. Billing OSS HR Legacy Siebel eBusiness Applications enable organizations to apply a consistent set of best practices across the extended enterprise. A business process is a structured series of documented activities organized to achieve a specific business objective. Siebel Systems has embedded business processes based on best practices into Siebel e Business Applications. 3 . Siebel e Business Applications support complex multistep business processes that Customer Master Mfg.The Siebel Solution: Enabling the Customer-Driven Enterprise through CRM Best Practices Siebel Systems offers best-in-class applications software for customer. Derived from more than 3. Siebel Systems has documented hundreds of industry-specific best practices and embedded them directly into Siebel eBusiness Applications.500 customer deployments and nearly ten years of product development. Through cross-application integration via Universal Application Network. A best practice is a proven methodology for consistently and effectively achieving a business objective. which are embedded in Siebel e Business Applications. An example is Triangulated Forecasting. An example is Sales Forecasting. Best Practices Embedded in Siebel eBusiness Applications Siebel Systems has codified and incorporated hundreds of industry-specific best practices in customer-centric business processes.
Siebel Systems has a far deeper understanding of CRM best practices than any other software vendor.span multiple applications. extensive experience required to identify and codify best practices in selling. embedding best practices for more than 20 specific industries and industry segments. marketing. such as service provisioning in communications. Best Practices Based on Proven Customer Success Best practices can be derived only from extensive experience in deploying CRM systems with proven success. In addition. Industry-Specific Best Practices Based on Experience with Industry Leaders In addition to codifying best practices for sales. and trade promotions and funds management in consumer goods. they do not have the proven. No other software provider approaches the depth and breadth of these business processes. While vendors that have recently entered the CRM market from other areas such as ERP may claim to know CRM best practices. Based on experience with more than 3. 4 . formulary management in pharmaceuticals. and service processes that are common across all industries. marketing. Siebel Systems has identified and modeled business processes.500 CRM deployments. Siebel Systems has derived these industryspecific best practices through extensive experience in providing CRM solutions to many of the world’s leading companies across multiple industries. allowing organizations to take advantage of embedded best practices to quickly and cost-effectively deliver superior customer experiences. and service. Siebel Systems has built these business processes into the Siebel implementation plan—part of Siebel Systems’ proven implementation methodology—for faster and easier configuration.
By embedding CRM best practices.857 1997 1998 1999 2000 2001 Siebel Systems has more than 1 million production users of its CRM applications worldwide. Otherwise.Best Practices Drive Maximum Return on Investment and Reduce Risk and Cost of Ownership Siebel Production Users 1. 5 . the organization will end up merely automating suboptimal processes.000 190. 20.000+ Organizations achieve maximum business impact from their CRM implementation only if the system enables them to apply best practices to their CRM processes. thereby ensuring a significant return on investment. Siebel Industry Applications enable organizations to accelerate their deployment and reduce the total cost of ownership. 57. Siebel e Business Applications enable organizations to deploy optimal CRM processes that reflect best practices.000 590.000.000 And by providing prebuilt business processes based on industry-specific best practices for more than 20 industries and industry segments.
telesales. All of this information is continuously fed into an analytics engine. accuracy. even the solid leads created through well-conceived marketing campaigns frequently fall through the cracks. leading to reduced order processing time. and ultimately shipping the order. In general. However. telemarketing. and Siebel Analytics allows departments to work collaboratively toward effective lead management through multiple channels. Many companies today have a serious pipeline deficiency. including the Web. applying the correct pricing and contract terms. ensuring that organizations are continually improving all aspects of their lead management capabilities. and other technologies to provide lowcost follow-up marketing. As a result. allowing marketing departments to determine campaign success and sales departments to understand the effectiveness of the lead management process. Siebel Telesales. decreased inventory carrying costs. developing a detailed product configuration. Enhanced lead data and automated lead scoring enable companies to prioritize and focus on those leads that have the highest-potential immediate value. Supported by embedded analytics and powerful opportunity management functions in Siebel Sales. entering the order. and partners. Fulfillment Vendor Marketing Start Enriched Response Capture Automated Response Scoring/ Segmentation No Qualified Lead? Yes Future Lead? Provide Feedback to Marketing Yes Yes Yes Nurture Lead Fulfill Collateral Request Priority-Based Lead Qualification and Distribution provides scripted assessment guides that enable agents to qualify leads effectively. • Enterprise Selling Process (ESP)—A proven methodology TeleAgent Contact Prospect Customer Priority-Based Lead Qualification and Distribution drives efficiency. field sales. leading to marketing organizations communicating incorrect marketing messages to the wrong customers at the wrong time. high-potential leads are distributed automatically to telesales representatives for further qualification and interest generation. Siebel Sales. from campaign execution to lead assignment and deal closure. 6 Analyze Campaign Results High Potential? No Future Lead? No Eliminate Lead Optimized Lead Distribution & Acceptance Update Lead Profile . qualify. with Priority-Based Lead Qualification and Distribution. Share Information Qualify Lead Qualified Lead? No Yes Automated Lead Scoring Send Collateral? No that offers robust account Optimized Lead Distribution & Acceptance Yes No Eliminate Lead management and analytical capabilities to enable a proactive and coordinated approach to identifying “white space” opportunities. which leverages email. feedback on the quality of the leads and the associated campaigns is often not considered in marketing planning. providing global account level visibility into critical information and dramatically increasing wallet share within complex global accounts. In addition. including designing a customer solution. are routed to the “lead nurturing” process. these leads are ignored by sales representatives because the vast majority of them are deemed to have little potential. • Target Account Selling (TAS)— A methodology that provides the tools for salespeople and sales management to identify. and quality in the lead management process. In turn. In contrast. but are deemed to still have potential. and consistently. The Priority-Based Lead Qualification and Distribution best practice is embedded in Siebel Sales. seamless integration between Siebel Marketing. the Web. sales representatives are typically inundated with low-quality leads.Sales Best Practices Siebel Systems has codified best practices in every aspect of the sales function—from Sales Management and Sales Execution to Sales Fulfillment—and has embedded these best practices into a consistent set of integrated sales business processes. TAS creates the competitive difference that is imperative today. at the same time. This increases the efficiency and effectiveness at each stage of the process. and highly satisfied customers. Best Practice: Priority-Based Lead Qualification and Distribution Additional Sales Best Practice Examples: • Integrated Customer Order Management—Automates the order management workflow. Those leads that merit less immediate attention. accurately. and create winning plans for closing critical sales opportunities.
Siebel Sales pipeline management functionality enables organizations to develop the pipeline assessment by monitoring the pipeline at any time and level. Provide Auto Forecast Perform Demand Planning Universal Application Network Export Forecast Data Third-Party Application Create Forecast and future potential. Siebel Sales can also integrate the forecasting process with third-party applications via Universal Application Network. salespeople on the impact that various sales strategies will have on their compensation. which summarizes the total pipeline at each sales stage. Best Practice: Triangulated Forecasting Triangulated Forecasting utilizes multiple forecasting perspectives to increase forecast accuracy. while providing management and sales representatives with clear visibility into past performance Mfg. often resulting in product overruns or stock-outs. Siebel Sales embeds Triangulated Forecasting in the Create Sales Forecast business process. This best practice enhances the typical bottom-up field assessment with two additional perspectives: the pipeline assessment. from the individual sales representative to the entire sales organization. In contrast to Triangulated Forecasting. thereby aligning sales representative behavior with corporate strategies. to maximize the effectiveness of both the sales manager and the sales representative. Siebel Sales. a proven best-practice sales methodology. and the analytical assessment. the market-leading sales application suite. Siebel Analytics can then draw data from any source and analyze trends to automatically generate the analytic assessment. For example. relying solely on rollups of forecasts from each sales representative. product-specific forecast data to a production planning system. and compensation. most companies use only a bottom-up field assessment to forecast revenue. The integration of compensation tools and opportunity management provides immediate feedback to Triangulated Forecasting generates more accurate forecasts through the use of multiple perspectives. a manufacturing organization can leverage the subprocess Export Forecast Data to send detailed. enables organizations to maximize revenue by focusing the right people on the right deals at the right time. which applies historical trend data against the field rollup and pipeline assessment to calculate a more accurate forecast. 7 . • Results-Driven Sales Productivity Measurement and Management—Provides an integrated set of analytical tools and execution strategies coupled with Managing Sales Productivity (MSP).Sales Management Triangulate Forecast Commit Forecast Sales Generate Field Assessment Generate Pipeline Assessment Sales Operations Start Create/Revise Forecasting Methodology Export Forecast Data Generate Historical Assessment Executives Sales and Ops Planning Meeting • Driving Motivation and Focus Disaggregate Consensus Forecast Publish Consensus Forecast Finance/ Planning through Multichannel Sales End Compensation—Automates the sales planning process of defining territories. This approach typically produces a forecast with relatively low accuracy. quotas.
Customer value information is instantly available. • Multidimensional Service Operations Analysis—Enables three-dimensional service business analysis. Customer value can be determined based on the rich customer profile and historical information that resides in the Siebel eBusiness repository. many companies are unable to offer premium service to their most valued customers. enabling customer requests to be routed to the agent best suited to address the specific needs and capable of providing a level of service commensurate with the company’s value segmentation strategy. service organizations have an accurate view of customer value based on real-time predictive analytic measures and data-driven rules. providing companies with holistic insight into their service operations. Customer Service Gather Customer Information Match with Existing Customer Data Customer Retrieved? Yes Access Customer Profile/History Score Customer Value-Based Service Coverage optimizes the assignment of service agents and resources based on a customer’s long-term value to the company in order to maximize profitability across the customer base. With Value-Based Service Coverage. Siebel Call Center supports the best practice of Value-Based Service Coverage through the Manage Inbound Call business process. service managers can readily model and define rules for customercentric routing strategies based on value. Data-Driven Call Resolution—Leverages experienced agents’ knowledge and decision-making logic to enable service organizations to provide more consistent service. Improved service efficiency and quality are achieved by monitoring realtime statistics and making immediate changes to call scripts.Call Center Best Practices Siebel Systems has codified best practices in every aspect of the service function in the contact center—from Customer Interaction Management and Service Delivery to Customer Satisfaction Management—and has embedded these best practices into a consistent set of integrated service business processes. enabling companies to increase customer satisfaction while generating new revenue opportunities. required skills. making each customer’s overall experience with the company across multiple channels disjointed and unsatisfying. With Siebel Universal Queuing. Email Input Conduct Personalized Self-Service Assess Customer Value Identify Service Task Route to Self-Service? Yes Initiate IVR Session Requires live assistance? No No No Yes Verify Entitlement Determine Value Tier (if Known) Route Interaction to Best Agent Notify Agent End Determine Agent Skills Determine Agent Availability Present Profile and Value Information to Agent Universal Application Network Match Customer Retrieve Billing Information Import Customer Score Predictive Modeling Application Generate Score Billing Application Retrieve Billing/collections info Universal Customer Master Customer Information Value-Based Service Coverage ensures that an organization’s highest-value customers are routed to the most-qualified agents. leveraging this information to optimize resource assignment and service delivery remains a challenge. and real-time agent availability across all communication channels. interactions segregated by communication channel are routed and assigned through simple service queues. This ensures that high-value customers receive the appropriate service level while providing customers with a seamless and consistent overall experience across all channels and interactions. Even when customer value is understood. Customer Start IVR. and drives positive. proactive behavior by facilitating analyses of employee performance and productivity. Direct. organizations do not have a clear picture of the current value of customers to their business. • Needs-Based Customer Service Request Routing— Employs natural language categorization to analyze the customer’s underlying intent and to route the customer’s inquiry accordingly. and customer/channel interaction. companies are able to minimize service costs while maximizing the level of service provided to customers. as well as information gleaned through integration with complementary systems throughout the enterprise via Universal Application Network. 8 . As a result. Web. operational and process efficiency. Typically. With Siebel Call Center. Often. Best Practice: Value-Based Service Coverage Additional Call Center Best Practice Examples: • Dynamic.
and Loyalty Scoring Present Loyalty Offers to Agent Execute Appropriate Loyalty Offer to Agent No No Customer Service Identify Service Task Identify Service Task Route Interaction to Best Agent Resolve Service Issue End Universal Application Network Match Customer Retrieve Billing Information Retrieve Value Score Retrieve Churn Score Predictive Modeling Application Generate Value Score Generate Loyalty/Churn Score Billing Application Retrieve Billing/Collections Information • Intelligent Issue Recognition and Resolution—Provides service agents with ranked solutions from previous customer requests as determined by natural language search interpretation. satisfied customers. Universal Customer Master Query Customer Real-Time Loyalty Management drives retention and long-term customer value. Siebel Call Center enables agents to provide solutions that consistently meet customer needs. Best Practice: Real-Time Loyalty Management Real-Time Loyalty Management supplements direct customer interactions with intelligence regarding customer flight risk. However. organizations typically have an ideal opportunity to proactively manage customer retention. allowing companies to maximize service efficiency. asset portfolio. By combining rich customer profile and interaction history data from multiple channels with real-time analytic capabilities available through Siebel Analytics. Value and loyalty scores as well as rich customer profile information can then be presented automatically to the service agent at the start of a direct interaction. Web. 9 . Value. Customer value and loyalty scoring is available for routing decisions. By employing Real-Time Loyalty Management. in real time. Agent feedback is captured and used to condition the knowledge base to provide even more accurate answers on subsequent evaluations. Email Input Interactive Offer Dialogue Gather Customer Information Match with Existing Customer Data Customer Retrieved? Yes Access Customer Profile/History Score Customer Assess Customer Value Yes Determine and Potential Rank Loyalty Loyalty/Churn Offers Issue? No Route to Loyalty Group? Yes Route Interaction to Best Agent Present Profile.Customer Start IVR. or other considerations. thereby dramatically improving service effectiveness and decreasing the operational costs of customer service and support operations. any loyalty risk associated with the current customer. valuable exchange. • Value-Based Customer Engagement Modeling— Enables organizations to proactively schedule and execute customer care activities based on customer value as measured by analytic scoring and/or transactional data. and the information can be used to augment service agent interactions with targeted retention offers. the service representative conducting the interaction cannot present and execute appropriate corrective action to prevent the customer from leaving the company. organizations can reduce costs associated with customer churn and drive increased revenue from loyal. Targeted retention offers— resulting either from formalized loyalty campaigns or from generally available offers—can be presented to the service agent in rank order based on customer attributes such as value. As a result. Activity plans are designed and automatically generated according to an organization’s own customer engagement model. facilitating a smooth. allowing organizations to increase retention by taking corrective actions while they are engaged with the customer. companies often fail to capitalize on these opportunities because they are not able to identify. These targeted and prioritized offers are typically provided to agents via dynamic scripts and are tailored to the customer to ensure consistent delivery and effective execution of the offer. Direct. service organizations can intelligently drive customer satisfaction and loyalty. In engaging in direct service interactions. Siebel Call Center incorporates the best practice of Real-Time Loyalty Management in its Manage Customer Loyalty business process.
Additionally. Some companies do not even have the visibility across their service chain to determine if an alternate location may be able to ship the order. organizations are able to meet and exceed customer expectations. employee availability.Service Best Practices Siebel Systems has codified best practices in every aspect of the service management function—from Managing Customer Calls and Dispatching and Scheduling Labor Resources to Handling Service Parts Logistics and Managing Install Base Product Quality—and has embedded these best practices into a consistent set of integrated service management business processes. first-served basis. due date. Each time a customer raises a service request. Most companies treat every service order in the same fashion. These companies struggle to manage customer expectations and often lose business to competitors. and workload. • Real-Time. and requested parts. • Predefined Issue Resolution Methodology—Creates predefined step-by-step instructions with recommended parts. the fulfillment engine then traverses the service chain to check parts inventories and only allocates inventory from a stocking location if the available quantity at that location is above safety stock levels. Siebel Field Service automatically checks the customer entitlements and sets the order priority and order due date. They fulfill service orders on a firstcome. Taking advantage of Rules-Based Order Fulfillment. 10 . and improve installed base market share. tools. creating shorter service cycle repair times for customers. improving overall customer satisfaction levels and driving increased profitability. increase service revenues. the Siebel Field Service fulfillment engine can automatically allocate substitute parts. skills. Customer Start Service Request View/ Receive Invoice End Service Rep Verify Entitlement/ Warranty Submit Order Yes Reserve Requested Quantity Generate Pick Ticket Order Routing Priority (Entitlement / Due Date) Identify Source Based on Order Parts Available? Substitutes Yes Available? No Priority No No Substitution Allowed? Identify Next Source in Service Chain Based on Order Priority Pick Order Pack and Ship Order Billable? No End message dispatch and response Yes to and from field technicians. Based on the order priority. local “soft” and “hard” workforce management rules. Based on customer lifetime value and the actual signed service agreement. • Constraint-Defined Workforce Scheduling—Enables service organizations to drive labor productivity by reducing inefficiencies such as travel time and unnecessary overtime from suboptimal scheduling. Two-Way Wireless Dispatch— Enables automated wireless Contracts Warehouse Operations Set Order Yes The Rules-Based Order Fulfillment best practice ensures that service orders are fulfilled from the appropriate source location in the service chain— a hierarchy of service-part stocking locations strategically located in relation to the installed base—and that orders are fulfilled based on order priority. Employs address-based geocode information. each customer order is handled individually by the Siebel Field Service fulfillment engine. lower service costs of sales. Best Practice: Rules-Based Order Fulfillment Additional Service Best Practice Examples: • Proactive Contract Renewal— Allows service organizations to target attractive service offerings to improve service contract renewal rates and customer retention. Process-Driven. Universal Application Network Export Shipped Lines Import Invoice Accounts Receivable Generate Final Invoice Rules-Based Order Fulfillment executes differentiated service offerings based on customer lifetime value and specific service agreement details. This automatic substitution and service-chain traversing can be controlled at various levels based on user-defined rules. Siebel Field Service addresses these challenges by encapsulating Rules-Based Order Fulfillment in the Service Parts Logistics business process. and customer time commitment windows. and skills to help organizations drive service delivery consistency and higher utilization of best practices for simple and complex service jobs.
As a result. Moreover. and technical publications. Siebel Field Service incorporates the Closed-Loop Product Defects Tracking and Resolution best practice in the Installed Base Quality Management business process. In reality. product management. In turn. By focusing on reporting and analyzing the primary occurrence defect. product management and product development organizations can more accurately assess engineering workloads and overall program schedules. product development organizations can more effectively prioritize workloads and better estimate delivery schedules for the installed base fix. With this best practice in place. • Multitriggered Proactive Service Delivery—Allows service organizations to extend proactive service to customers. facilitating superior closed-loop customer service and driving higher customer retention and satisfaction levels. Siebel Field Service enables service organizations to effectively and profitably manage all aspects of their field service operations. this information can be proactively provided to all affected customers. most companies are unable to quickly assess the magnitude of a defect’s impact on the installed base. service marketing managers to assess service offering profitability by product or product line. event. service can be triggered not just at periodic date and time intervals. however. technical support. This best practice enables product development organizations to better isolate root causes and track corrective actions for all reported defects and enhancement requests. allowing organizations to rapidly notify impacted customers of the expected corrective action. and service sales representatives to quantify the customer cost benefits of purchasing a contract versus time-and-material alternatives. With the ability to create multitriggered preventive maintenance plans. engineering. quality assurance. reducing the probability of break/fix-type emergency repair calls. these systems apply a single corrective action to each reported defect or enhancement request. Best Practice: Closed-Loop Product Defects Tracking and Resolution Closed-Loop Product Defects Tracking and Resolution ensures the clear quantification of the severity and occurrence frequency of a specific product defect within the installed base. Closed-Loop Product Defects Tracking and Resolution improves installed base product quality and provides customers with superior customer service. This eliminates the unproductive administration of defect updates.Request Service Customer Start Receive Notification Request Enhancement View Status Update Receive Updates End Technical Support Identify Product Gap Initiate Change Request Notify Customer Product Management Initiate Enhancement Request Assess Change Proposal Investigate Further? No Yes Prioritize Change Approval Target Change Proposal Assign Based on Responsibility/ Expertise Executive Analysis Update Defect Analysis & Release Management Report No Update Primary Occurrence Field Engineering Initiate Change Request Primary Occurrence? Yes Check-In Target Fix Compile Fix for QA Approve Change Proposal Update Secondary Occurrence(s) Quality Assurance Initiate Change Request Verify Change Proposal Yes Approve Change Proposal Fixed? No Technical Publications Universal Application Network Automated Testing Tool Product Life Cycle Management Initiate Change Request Update Product Documentation Import Change Request Send Documentation Updates • Continuous Contract Load Test Script Profitability Tracking—Enables Product Manual service managers to assess the profitability of a contract. Closed-Loop Product Defects Tracking and Resolution addresses these issues by isolating the single corrective action required to fix similar reported defects. including customers. or any combination of these trigger types. 11 . and when the root cause is ultimately identified. multiple customers will experience any reported defect. Most organizations track product defects using internal systems that have no linkages to installed base service requests or suggestions. but also by usage. threshold. Each defect requires an investigation. multiple reported defects may be resolved. Product defect complaints can come from multiple sources.
12 Launch Campaign Marketing Manager Create Campaign Plan increased customer Marketing Executives/ Legal Approve Creative. Best Practice: High-Velocity Collaborative Campaign Design Additional Marketing Best Practice Examples: • Real-Time Return on Investment-Based Campaign Analysis—Enables real-time analysis of actual return on investment versus return on investment goals and facilitates corrective action midcampaign. sales. or delete contacts from the target list prior to execution. In turn. Optimizes the allocation of marketing resources. auto manufacturers or insurance firms might choose to allow distributors to execute locally tailored marketing campaigns while preserving control over branding. With traditional campaign design practices. increasing marketing performance and allowing marketing organizations to demonstrate the financial impact of their activities. improved marketing return on investment. helping to drive customer loyalty and improved profitability. and inventory levels. partners. and targeting strategies. allow them to add. likelihood to respond or churn. creative material. Sales Feedback on Creative and Offer Plan Targeting & Data Acquisition Plan Develop Creative and Offer Plan Approve Creative & Offer Approve Targeting & Data Acquisition Plan Develop Test and Rollout Plan Develop Response Capture & Fulfillment Plan High-Velocity Collaborative Campaign Design allows marketing organizations to work more effectively with field sales. High-Velocity Collaborative Campaign Design significantly improves the speed and quality of campaign execution. or agencies. previous response behavior. change. Siebel Marketing allows marketing organizations to define campaign visibility and contact ownership rules for each campaign. Using Siebel Partner Portal. distributors. field sales may want to prevent a contact from being targeted with an offer during a critical stage of an existing sales cycle. Marketing organizations benefit from higher response rates. and campaign content. can be shared via the Web between the marketing organization and agencies or partners. and improved execution while preserving brand equity. Siebel Marketing incorporates High-Velocity Collaborative Campaign Design into the Campaign Design business process. expected financial benefit. shortened campaign development times. if desired. Similarly. Offer & Response Media . Develop Campaign Measurement Plan Collaborative Campaign? No Develop Supporting Content Brief Campaign Execution Team Approve Campaign for Launch Yes Collaborative Contact Management Targeting & Data Acquisition Plan Define Inferred Response Methodology Build Campaign Elements & Program Flow Marketing Analyst Contact Center Create Call Scripts Review & Edit Targeted Contacts Partner Manager/ Partner Feedback on Creative and Offer Plan Approve Co-Branded Creative Targeting & Data Acquisition Plan Review & Edit Targeted Contacts Creative Department/ Agency Universal Application Network Fulfillment Submit Design Concepts Develop Creative Issue Inventory Request Confirm Adequate Inventory levels High-Velocity Collaborative Campaign Design shortens campaign development times. field sales learns of corporate campaigns only after it is too late to provide input. partners are not granted the ability to tailor the creative content or target lists for their unique needs.Marketing Best Practices Siebel Systems has codified best practices in every aspect of the marketing function—from Marketing Planning and Budgeting to Campaign Management and Marketing Operations—and has embedded these best practices into a consistent set of integrated marketing business processes. such as email or fax. • Real-Time Offer Optimization— Ensures that the optimal marketing offer is presented to a customer during any inbound interaction by determining the offer that best meets customer and organizational needs based on expressed interest. and satisfaction levels. and partners. distributors. and target lists with field sales. partners. • Value-Based Customer Segmentation—Allows marketing organizations to deliver differentiated offers and services based on current and potential customer value. offer development. By enabling marketing to more easily and effectively collaborate with groups both inside and outside of the enterprise on campaign design. This approach typically results in delays or poorly executed campaigns with low return on investment and often leads to conflict between marketing and sales or brand owners and partners. Marketing can share target lists with field sales and partners and. all objects related to a campaign. thereby ensuring more targeted offers. project plans. and increases marketing return on investment. for sharing campaign plans. improves alignment between marketing. For example. Most companies today rely on highly manual processes. and creative agencies on campaign planning and design. such as briefs.
and enhance customer satisfaction. 13 . In turn. it often becomes old as sales representatives choose to work on more imminent deals. thereby improving response rates and customer satisfaction. tracked. If the response creates a hot lead. low conversion rates. and failure to adjust marketing tactics. which enables organizations to dramatically improve response-toorder conversion rates. priority. if a lead is for a future period. whereby sales or distributors must assess and act on a new opportunity within a specific time frame. higher conversion rates. To eliminate dropped leads. Automated response scoring can then leverage this enriched data to better determine lead quality. tactics. increase marketing return on investment. Siebel Marketing provides a complete closed-loop solution that enables organizations to better understand their customers and flawlessly execute personalized multichannel campaigns. This lack of feedback and real-time visibility into the process contributes to dropped leads. Ensures compliance with customer privacy and communication preferences. by automatically sending periodic communications to the prospect—until the lead is ready for follow-up. and better allocation of marketing resources. For example. Traditional practices emphasize loading responses as quickly as possible with very little additional preprocessing. If a lead is for a future period. into its Response Management business process. Universal Application Network enables integration of third-party response channels and applications into the Response Management processes. Compounding the problem is a lack of feedback from sales to marketing on the quality and status of leads. Siebel Analytics provides realtime visibility into the entire process with welldefined metrics. enriched response data and correct campaign attribution. this approach typically results in the distribution of unqualified and duplicate leads to the sales organization. ensuring that corrective action can be taken on a timely basis. and acted upon quickly and appropriately by the best-suited sales representative or channel. This process applies data quality and data enhancement technology during response capture to ensure accurate. Best Practice: Data-Enriched Score-Based Response Management Data-Enriched Score-Based Response Management ensures that all responses to marketing activities are accurately captured. and the most appropriate follow-up action. However. organizations can define and enforce a time-limited lead acceptance policy. Many organizations have inefficient response capture and lead-management processes for handling the complexities that result from operating across multiple channels of customer interaction and sales distribution. Siebel Marketing can incorporate rules to keep it warm—for example. and results are aligned with corporate goals and allows the tracking of results against plan to enable organizations to assess marketing efficacy and refine marketing tactics midstream.Customer Start Responds Directly to Offer Web Response Interaction Email Channel Process Email Response Call Center Process Phone Response Qualify Response Maybe Load Responses/ Lead Source Enriched Response Capture Marketing/ Sales Operations Update Permission Preferences Fulfillment Required? No Automated Response Scoring Qualified Lead? No Future Lead? No Yes Yes Yes Optimized Lead Assignment & Acceptance Lead Nurture Program Marketing Analyst Real-Time ROI-Based Campaign Analysis Capture Direct Mail Responses Submit Enhancement Request Submit Fulfillment Request End Universal Application Network Mail House Consolidate Mail Responses & Returns Third-Party Data Source Third-Party Data Fulfillment Fulfill Request • Contact Strategy-Based Targeting—Enables marketing organizations to define and consistently enforce across the enterprise policies governing the frequency and types of communications with customers. Siebel Marketing incorporates Data-Enriched Score-Based Response Management. Supply Chain Update Inventory Data-Enriched Score-Based Response Management produces faster and more effective follow-up. In addition. it can be immediately routed to the optimal representative and channel using assignment management capabilities based on business rules. • Corporate Objectives-Driven Marketing Plan Development— Ensures that marketing plans.
Invalid orders typically occur because a customer’s product preferences are not verified before the order is processed. Customer Start Choose Product(s) Select Options Select Remaining Options Confirm Ship Dates Agree? Yes Receive Final Price Proceed? Provide Payment Method Receive Order Summary Proceed? Yes Receive Order Number Yes Create Customer Create Order Header Validate/ Display Remaining Options Yes Valid? Add Items and Price Check Product Availability Apply Pricing Adjustments Obtain Shipping Costs Obtain Taxes Communicate Final Price Request Payment Method Application required? No Check Credit/ Preauthorize Payment Approve/ Validate Order Communicate Order Summary Submit Order Yes Call Center Process Payment Method SCM/WMS/ ERP Provide Product Availability Tax Vendors Provide Taxes Credit Bureau/Credit Card Vendors Establish Payment Method Authorize Payment Shipping Companies Provide Shipping Costs Real-Time Order Validation ensures that orders are accurate. some of which are incompatible with others—oftentimes do not have a systematic way to ensure that an order is accurate. companies are able to reduce costs by shortening configuration times and eliminating costly order follow-up. The product customization functionality in Siebel Configurator simplifies the process of selecting and configuring complex or customizable goods. companies learn of an order problem from back-office systems after the order has been placed. by leveraging the best practice of Real-Time Order Validation. and estimated delivery date. Through integration with multiple third-party systems via Universal Application Network. customers are presented with a readily understandable bill of materials that describes the entire order. and order status across all customer touchpoints. • Needs-Analysis–Based Product Recommendations—Creates automated needs assessments and product recommendations across the enterprise to ensure that customers receive consistent. method of payment. and price sensitivity through real-time product and order analytics. As a result. including tax and shipping costs. and complete prior to order processing. languages. Overall. payment processing. No No Initiate Order Provide Information Real-Time Order Validation ensures that product options are valid and priced correctly before the order is processed. product bundle effectiveness. companies can present customers with additional ordering information from those systems.Customer Order Management Best Practices Siebel Systems has codified best practices in every aspect of the customer order management function—from Product Selection and Needs Analysis to Product and Catalog Management and Pricing Management—and has embedded these best practices into a consistent set of integrated business processes. and channels. product velocity. Regardless of the channel of interaction. In turn. • Dynamic Demand-Chain Analysis—Enables organizations to understand quote-to-order conversion rates. reducing order follow-up and decreasing time to revenue. Best Practice: Real-Time Order Validation Additional Customer Order Management Best Practice Examples: • Synchronized Global Product Administration—Ensures that new product and pricing information is deployed rapidly and accurately across all geographies. currencies. and complete at the point of sale. Real-Time Order Validation ensures that all order components are presented to the customer up front. personalized solution advice regardless of the channel of interaction. 14 Process Customer Order . Siebel Interactive Selling incorporates the best practice of Real-Time Order Validation in the Order Creation business process. Companies that sell complex products—products with multiple options. requiring expensive order follow-up to rework the order and manage customer expectations. Siebel Pricer and Siebel Customer Order Management provide personalized pricing. valid. valid.
there is no efficient way to collect new catalog content from various owners both inside and outside the organization. or phone. This best practice streamlines the content creation. Siebel Interactive Selling addresses the entire customer order management process to ensure the delivery of the right products. multiple currencies. In support of Role-Based Distributed Catalog Administration. and publication process by designating the appropriate content owners. Revisions and additions are typically communicated via mail. approval. they can also import supplemental catalog content from third-party systems via integration through Universal Application Network. and the numerous iterations are time-intensive and expensive. at the right price. While administrators can define their own products. and across multiple channels. and categorize products under specific categories. It also facilitates cost reduction by managing product and pricing information in a centralized repository and increases operational efficiency by delegating ownership and approvals to the appropriate content experts. publish. the material may not make it to the correct person for sign-off and publication. and publishing the content in multiple languages and channels simultaneously. create price lists. routing the content to the correct owner for approval. Role-Based Distributed Catalog Administration ensures faster time to market and more effective introduction of new products. fax. and maintain products across their life cycle.Customer View Catalog Content Catalog Manager Start Define Catalog Define Visibility Product Review Catalog Review Define Effective Dates Publish Catalog Release Catalog End Product Manager Create Products Add Products Pricing Manager Create Pricing Create Partner-Specific Price Lists ERP/CMS/ Legacy Export Product Data Export Price Data Partners/ Third Parties Enter Product Data Enter Pricing Data View Catalog Role-Based Distributed Catalog Administration allows companies to publish new product information in multiple prices and multiple currencies. Often. Best Practice: Role-Based Distributed Catalog Administration Role-Based Distributed Catalog Administration allows companies to more effectively create. staging the content for quality checks. Siebel Interactive Selling incorporates the best practice of Role-Based Distributed Catalog Administration in the Create and Publish Catalog business process. Multinational enterprises frequently experience difficulty when introducing or updating new products to customers in multiple languages. Siebel Sales Catalog offers a sophisticated access control system that ensures users can access only that portion of the catalog for which they are authorized. 15 . and at the right time.
• Collaborative Campaign Planning and Execution— Improves channel marketing effectiveness through the use of coordinated programs and co-branded content. By matching program entitlements and incentives to partner requirements and capabilities. support costs. expending disproportionate resources on demanding. thereby improving their loyalty. Further. This approach has numerous shortcomings. Channel Executive (Brand Owner) Design Partner Program and Allocate Resources Create Partner Advisory Council Define Metrics for Program Elements Create Program Performance Scorecards Roll Partner Performance Results into Program Scorecard Gather Feedback from Partner Advisory Council Design Partner Program and Allocate Resources Maintain Partner Relationship Gather and Grade Performance Data Review Performance Data Evaluate Partner Satisfaction Resegment Partner Portfolio and Plan Engagement Approach Conduct Performance Review Sessions Partner Relationship Manager (Partner) Complete Partner Satisfaction Survey Score-Based Partner Performance Management provides greater visibility into partner and program performance. and technical expertise. partners. When combined with the Siebel MultiChannel Services Partner Portfolio Management methodology. By rolling up scorecards across products. enterprises gain visibility into overall partner program performance. performance scorecards enable field channel managers to spend their time and resources on the most effective partners. Additionally. and measurement of partnership performance. Siebel Partner Manager and Siebel Partner Analytics include key operational and analytical capabilities necessary to implement Score-Based Partner Performance Management. Channel Account Manager (Brand Owner) Segment Partner Portfolio Plan Partner Engagement Approach Create Partner Performance Scorecards Score-Based Partner Performance Management is a channel-management process that enables companies to clearly assess partner performance and effectively allocate field resources. revenue is only part of the story—pricing practices. without a metrics-based approach. highly committed partnerships. strategic. Partnerperformance scorecards are used to gauge partner contributions across a variety of metrics (financial. and relationship). operational. as well as on those with the greatest potential to improve their performance. Best Practice: Score-Based Partner Performance Management Additional PRM Best Practice Examples: • Integrated Partner Segmentation and Program Management—Ensures the optimization of resource allocation across multiple partner program tiers. First. direction. Finally. and tiers. enterprises increase partner loyalty while maximizing channel profitability and market coverage. channel field management is often subjective. gaining insight into the relative contribution of partner segments and programs enables channel executives to refine their strategies and optimize resource allocation. scaling back investments in marginal partners and programs significantly reduces costs. at a strategic level. but not necessarily effective.Partner Relationship Management Best Practices Siebel Systems has codified best practices in every aspect of partner relationship management (PRM)—from Partner Program Management and Market Development Programs to Collaborative Sales and Commerce—and has embedded these best practices into a comprehensive set of integrated PRM business processes. and poor customer satisfaction actually make some high-volume partners unprofitable. territories. providing insight into which partners are delivering targeted results. which involves holding joint business planning sessions with key partners to create high-impact. Score-Based Partner Performance Management enables companies to increase channel revenues by ensuring that the best partners receive the support they need to close more business. Most partner programs rely solely on historical sales data to evaluate partners. 16 . This collaborative planning process is based on Siebel Systems’ CHAMP methodology. By leveraging the unique competencies of brand owners (product and marketing expertise) and partners (customer relationships and complementary services). • Closed-Loop Collaborative Business Planning—Allows for the definition. customer service. Yet. simple ranking based only on sales ignores other valuable partner contributions and revenue precursors such as joint marketing. collaborative campaigns increase response rates and return on investment.
so they are understandably reluctant to manually maintain the leads in two systems. and intelligent service-request routing. Real-Time Partner Lead Management eliminates these process inefficiencies. Real-Time Partner Lead Management drives sales collaboration and partner adoption. By deploying extended enterprise integration business processes that enable partners to use their native customer relationship management (CRM) systems. entitlement verification processes. the status of those leads in the partners’ systems. increasing pipeline visibility. thereby driving collaboration. This closed-loop approach enables both parties to seamlessly manage and forecast these joint leads. high-quality customer service through third-party dealer networks. and query leads in their partners’ CRM systems and vice versa—regardless of whether the partner is using Siebel e Business Applications or not. In turn. Through integration via Universal Application Network and by taking advantage of Web Services. significantly reducing the sales effectiveness of these key partnerships. • Collaborative Service Network Management—Enables organizations to provide consistent. update leads. spreadsheets. thereby driving increased partner adoption and collaboration. brand owners can securely create leads. companies greatly simplify field sales follow-up and coordination. Partner-registered leads are protected from poaching by direct sales staff and other partners. partners have collaborated on opportunities through the use of telephones. Traditionally. companies can reduce service costs while improving customer retention and satisfaction. Some brand owners have taken a step forward by deploying a partner portal to transfer leads to partners. Siebel PRM enables companies to clearly assess partner performance and effectively allocate resources across the channel to drive indirect revenue growth. and the last time the leads were updated by a partner. However. channel managers can track which leads have been sent to partners. strategic relationships. these manual approaches are too labor-intensive to support highvolume.Customer Start Customer Inquiry Call Center Agent (Brand Owner) Create Lead Qualify Lead Channel Manager (Brand Owner) Assign Lead Update Opportunity Forecast Opportunity Update Opportunity End Universal Application Network Create Lead Update Lead Update Lead Partner Sales Manager (Reseller) Assign Lead Partner Sales Rep (Reseller) Manage Opportunity Update Opportunity Forecast Opportunity Create Order • Coordinated Lead Order Management (Reseller) Process Order Registration—Enables companies to mitigate channel conflict through a formal registration process for partneroriginated opportunities. and faxes. By incorporating tools such as the online solutions repository. Siebel Partner Relationship Management (Siebel PRM) incorporates the Real-Time Partner Lead Management best practice in the Manage Sales Leads (Resale Model) business process. Larger partners have their own sales force automation (SFA) systems and processes. Best Practice: Real-Time Partner Lead Management Real-Time Partner Lead Management is a best practice that improves collaborative selling by integrating the brand owner’s and partners’ lead management systems. 17 . and reducing operational costs. This extra effort slows partner adoption and process cycle time.
and assisted support for issues requiring additional support through an escalation path. forms processing. Best Practice: Integrated Employee Evaluation and Development Planning Additional ERM Best Practice Examples: • Real-Time Workforce Analytics—Gives managers deep and timely insight into key business activities across the workforce. performance reviews. compensation rewards usually do not reflect individual performance.and Role-Based Career Management—Allows employees to manage their skill and competency development to further their career goals. and have little motivation to perform to their full potential. Employee Set Individual Objectives Self-Assess Performance Discuss Review Create Development Plan Take Training End Start Counsel Employee Establish Department Objectives Assess Employee/ Team Performance and other needs. Individual goals are often set without the proper context and do not relate to the goals of the business unit or the overall corporation. such as training activities. Many performance-management systems do not integrate with other corporate activities. employee compensation is influenced by individual performance ratings. ensuring an accurate and balanced perspective. In addition. • Multitier Employee Assistance—Provides a unified support service for IT problems. • Skill. As a result. Manager Executive Management Establish Corporate Objectives Integrated Employee Evaluation and Development Planning is a performancemanagement best practice that integrates with corporate goal-setting activities to drive individual developmental planning. Siebel ERM supports the best practice of Integrated Employee Evaluation and Development Planning in its Performance Management business processes. Developmental plans are then determined based on employee performance and skill gaps as identified by the competency management system. Through Universal Application Network. and enables them to compare this information with overall business strategies and objectives. Human Resources Partner Customer Other Employees Plan Employee Compensation and Promotions Establish Objectives Complete 360-Degree Review Complete 360-Degree Review Complete 360-Degree Review Universal Application Network Submit Employee Data HR System Integrated Employee Evaluation and Development Planning drives high levels of employee productivity and corporate performance. 18 . HR issues. ensuring alignment across the entire workforce. and employee compensation. do not receive relevant and timely feedback to help them enhance their skills. employee reviews can incorporate feedback from multiple parties. Enables employees to understand the skills required for specific roles in the organization and to develop training plans designed to close any existing skill gaps. Siebel ERM facilitates third-party application integration with human resource information systems that store employee performance scores. In turn. Finally. employees often fail to align their activities with corporate objectives. self-service support for issues best handled by the employee with online support tools. Companies can have employee objectives map to executive and departmental objectives. ensuring that incentives are in place to drive superior business results.Employee Relationship Management Best Practices Siebel Systems has codified best practices in every aspect of employee relationship management (ERM)—from Setting Corporate Objectives and Managing Individual Performance to Providing Necessary Training and Support—and has embedded these best practices into a consistent set of integrated ERM business processes. The service has three components: preemptive support for problems that can be identified and diagnosed automatically. helping individuals perform efficiently in their jobs.
Allows employees to receive information in a targeted fashion and use the corporate portal as a vehicle for delivering news and information to the broader organization. With Siebel ERM. ensuring that all training types are supported on a single platform to optimize consumption and delivery of training activities across the organization. employees do not usually understand how training activities can help further their careers and contribute to individual performance. Traditionally. This best practice ensures that training activities directly support corporate goals. nor do they have access to quality training 24x7. variable. customers. Siebel ERM leverages Siebel Analytics functionality to provide insight into how training activities result in improved individual and divisional performance. stock grants. In turn. the impact of these training programs is difficult if not impossible to measure. and so on) and to distribute compensation equitably. training departments are able to play a more strategic role in driving organizational performance. Goal-Based Corporate Learning enables organizations to manage training activities as investments to optimize organizational impact. Best Practice: Goal-Based Corporate Learning Goal-Based Corporate Learning allows organizations to strategically deploy the optimal type and quantity of training activities to each employee while tracking the effectiveness of the training programs. 19 . training activities in organizations are not directly tied to business goals. Managers are provided with guidelines and suggested changes based on the most recent performance data.Partners/ Customers Enroll in Courses Take Training Take Assessment Update Skills Assess Performance & Skills Executive Team Start Establish Philosophy Assess Business Impact End Human Resources Executives Set Objectives Assess Corporate Knowledge Training Department Courses & Learning Paths Manage Enrollments & Orders Assess Learning Impacts Managers Assist with Training Plan Approval Needed? Yes Approve Training Assess Employee/Team Performance No Update Skills Review Performance & Skills Assess Skills & Competencies Develop Training Plan Enroll in Courses Update Performance Management Employees Take Training Take Assessment • Universal Corporate Communications—Enables all individuals in an organization to contribute to content-publishing activities and influence content creation within their respective functional areas. ERM is a new category of integrated applications designed to drive superior business execution by rapidly aligning organizations around key objectives while driving business unit and individual performance. As a result. • Performance-Based Compensation Management— Enables managers to plan compensation using a unified system encompassing all compensation types (fixed. enabling managers and executives to utilize training to increase both corporate performance and revenue growth. and partners. Siebel ERM incorporates the best practice of Goal-Based Corporate Learning. bonuses. training departments are supported with tools to deliver training to partners and customers in a scalable manner. In addition. Senior management often views training departments as tactical cost centers and is reluctant to develop a unified platform on which to deploy training to employees. based on individual performance results and divisional allocations. The integration of the Workforce Development process with other Siebel ERM processes such as Integrated Employee Evaluation and Development Planning and Integrated Career Management ensures that training activities are reflected in employee competency profiles as well as used to close skill gaps as identified by performance reviews.
• Coordinated Vehicle Lease Termination Management— Facilitates lease termination information coordination between an auto manufacturer’s captive finance business unit and dealers to enable timely dealer follow-up and creation of an opportunity to resell or up-sell the lease customer on a new vehicle. as consumers may be targeted by the manufacturer with references to a dealer who is not the customer’s preferred vendor • Inefficiency. auto manufacturers and dealers are able to successfully collaborate on the design. incentive programs. Prospects Update DMS with Deal Dealer DMS Purchase Lists Provided Contact/ Prospect/Vehicle Data Dealer DMS Dealer DMS Integrated Automotive Retail Marketing enables auto manufacturers and dealers to successfully collaborate on the planning and execution of marketing programs. Both have some knowledge of the customer. but rarely do either have a full picture of the customer. • Collaborative Auto Manufacturer–Dealer New-Sale Follow-Up—Enables dealers and auto manufacturers to follow up jointly on the sale of a new vehicle to capture relevant customer and vehicle data. improving the odds of achieving success for the joint initiative. as consumers may be targeted with messages for vehicles they no longer own • Missed opportunities. and following up expeditiously on inquiries. and his or her preferences and requirements. Best Practice: Integrated Automotive Retail Marketing Additional Examples of Best Practices in Automotive: • Collaborative Auto Manufacturer–Dealer Lead Qualification—Ensures that data from auto manufacturers and dealers is integrated to provide the most complete lead and customer profile possible. analysis. Prospects Provide Data on Contacts. This often results in: • Consumer confusion. Auto manufacturers and their dealers are challenged by the need to share consistent messages with their mutual customers. as multiple individuals within a single household may be targeted with the same promotion • Dealer conflict. regional. or ongoing training. 20 . This can be accomplished effectively only if the auto manufacturer and its dealers work together during the planning and execution of marketing campaigns. Siebel eAutomotive incorporates this best practice in the Manage Collaborative Campaigns business process. as current prospects known to the dealer are not included in corporate communications Integrated Automotive Retail Marketing addresses these challenges by enabling auto manufacturers and their dealers to collaborate proactively on preparing a message. Customer/ Prospect Data Provided Contact/ Prospect/Vehicle Data Integrated Automotive Retail Marketing enables auto manufacturers and their dealers to work together to ensure that the right message is sent to the right target audience via the right medium. and follow-up phases of a marketing program. execution. Customer Respond to Promotion Captive Finance Company Verify Finance Role Car Company Field Sales Validate Value of Promotion Train Field Personnel Car Company Marketing Start Analyze Customer Data Identify Candidate Promotion Generate Prospect Lists Execute Promotion Capture and Share Response Measure Results Advertising Agency Design Promotion Dealer Dealer Briefings Edit and Approve Lists Act On Response Universal Application Network Provide Data on Contacts. • Coordinated Dealer Event Planning and Registration— Enables auto manufacturers to work with their dealers to plan and conduct local. communicating with the target groups. and national events as part of product introductions.Best Practices in Automotive Siebel Systems has codified best practices in every aspect of customer-facing processes in the automotive industry—from Brand and Product Marketing to Dealer Collaboration and Captive Finance—and has embedded these best practices into a consistent set of integrated automotive industry business processes. Data acquired from existing databases or through leadqualification activities executed by either party can be utilized to enrich leads. as consumers are offered conflicting messages by the manufacturer and brand owner • Customer dissatisfaction. identifying the appropriate target customer groups. and maintain ongoing contact with the customer. the customer’s value to the enterprise. measure and reinforce customer satisfaction. With Siebel eAutomotive.
Closed-Loop Dealer Lead Management is encapsulated in the Lead Management process. Consequently. Siebel eAutomotive enables collaboration between vehicle manufacturers and dealers to enable these organizations to better understand and serve their mutual customers. Siebel eAutomotive and Siebel eDealer provide tools to route the lead to the appropriate dealer and share it via the Siebel eDealer portal. By implementing Closed-Loop Dealer Lead Management. Leveraging the Closed-Loop Dealer Management best practice. enrich them with relevant information. Auto manufacturers can work to enhance the quality of leads distributed. Siebel eDealer provides dealer personnel with tools to access leads. Many auto manufacturers “throw leads over the wall” to their dealers: They forward leads that are often old. shared via channels that support timely follow-up. resulting in lost sales opportunities and customer dissatisfaction due to their lack of response. 21 . which is embedded in Siebel eAutomotive and Siebel eDealer. and they do little or no tracking of dealer follow-up on the leads. thereby increasing the close rates and driving increased revenues. auto manufacturers and dealers can ensure that leads are passed to dealers via the desired channel and provide a straightforward process to encourage and measure dealer follow-up activities. and share them with the correct dealers. auto manufacturers are able to effectively manage leads originated via various marketing channels. inaccurate. Best Practice: Closed-Loop Dealer Lead Management Closed-Loop Dealer Lead Management ensures high-quality leads are sent to the correct dealer.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 Upsell 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 Closed-Loop Dealer Lead Management enables auto manufacturers and dealers to collaboratively manage leads. enabling both auto manufacturer and dealer personnel to track and improve close rates. dealers often view manufacturers’ leads as a low priority and deemphasize them relative to leads developed from other sources. thereby increasing close rates and overall revenues. and dealership processes for working deals. and updated during the sales process by the dealer. but they must also receive greater cooperation from their dealers if both parties are to ensure timely and effective lead follow-up. and not well-qualified. In turn. customer information.
and allows representation of product bundles and next-generation services. For example. Service providers can generate service-delivery dates based on standard intervals and perform customer needs analysis. a broadband customer using Siebel e Communications reduced its overall order entry time by 50 to 80 percent and experienced significant increases in sales and service productivity. address validation. service requests. provisioning. 22 . marketing promotions. No channel effectiveness. marketing. validated. where ill-equipped sales representatives create orders with incomplete or incorrect information and little or no validation. including recruiting. low customer satisfaction. sales tips. automated. order cancellations.Best Practices in Communications and Media Siebel Systems has codified best practices for managing customer. and lost billing days. Such channel optimization leads to higher close rates. canceled orders. positioning personalized offers to promote customer retention. • Proactive Churn Mitigation— Provides proactive. training. extended processing cycles. and service availability checks. This information automatically triggers an outbound campaign. and successful new-service introductions. Siebel Customer Order Management also enables service providers to improve customer satisfaction by proactively notifying customers of unforeseen provisioning delays and by more easily modifying and supplementing pending orders if the customer’s needs change. and increased customer satisfaction. improved Error-Free Order Entry and Validation ensures that communications and media customer service orders are accurately captured. Lack of integration among selling. and integrated system that ensures optimized orders. revenue generation. and forecasting. and dramatic declines in usage. Best Practice: Error-Free Order Entry and Validation Additional Examples of Best Practices in Communications and Media: • Score-Based Partner Performance Management— Enables service providers to quickly assess performance across the entire agent and reseller life cycle management process. and incentive programs geared toward maximizing partner income. partner. and lost billing days. and partners with an easy-to-use. Often. order fallout is related directly to the point of order capture. real-time analysis of customer behavior and detects churn-triggering events such as repeated billing inquiries. ordering. quoting. enables effective cross-sell and up-sell. Many communications and media companies suffer from high order fallout rates. service cycle times. Siebel Customer Order Management provides employees. Customer Start Request New Service Receive Due Date 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 OSS Provide Address Validation Determine Service Feasibility Calculate Due Date Reserve Service IDs Credit Scoring Vendor Provide Credit Score Error-Free Order Entry and Validation streamlines order cycle time and increases revenues for communications and media service providers. • Real-Time Retail Channel Loyalty Management—Enables service providers to provide channel partners with real-time information and training on new products. and employee relationships across the communications and media industries and has embedded these best practices into a consistent set of integrated communications and media industry business processes. resulting in increased costs per order (up to 50 times the original cost). Service providers benefit from reduced acquisition costs. The value of Siebel Systems’ Error-Free Order Entry and Validation best practice has been validated by numerous customer implementations. and tracking systems is another source of concern for many companies within the industry. Siebel e Communications addresses these challenges by embedding Error-Free Order Entry and Validation in the Communications Order Entry and Validation business process. and monitored for timely and accurate service delivery. customers. increased campaign take rates. This best practice benefits providers by reducing order processing costs.
estimated customer lifetime value. Single Interaction Billing Inquiry Resolution increases operational efficiency and drives revenues for communications and media service providers. service providers are able to reduce call-handling time and training costs and increase up-sell and cross-sell revenues and employee satisfaction. Brand. Siebel e Communications embeds the Single Interaction Billing Inquiry Resolution best practice in the Billing Inquiry Resolution business process. and low customer and employee satisfaction levels. Once the billing inquiry is addressed. Leveraging the Single Interaction Billing Inquiry Resolution best practice. increase service representative efficiency. As a result. the customer’s invoice. automated. adjustments. as call center agents struggle to navigate multiple billing systems to address callers’ inquiries. This interaction is often ineffective for the customer and inefficient for the provider. and integrated system that ensures the perfect order and allows for the representation of next-generation services. and payment requests in a single customer interaction. service providers can reduce call-handling time and customer service representative (CSR) training expense. and reduced training expenses. more than 50 percent of communications companies’ inbound call center traffic is generated by customers calling with billing questions. It allows users to interact with one or more backoffice billing systems by displaying billing data and invoking action upon the appropriate billing system. and propensity to churn.Customer Start Inquire about Invoice View Account Balance View Account Balance Make Payment Billing Call Center Query Invoice Header and Detail Check Consistency of Bill Create Adjustment Request Validate Adjustment Request Receive Payment Finance/ Billing Provide Invoice Data Process Adjustment Request Update Account Balance Receive Payment Update Account Balance End Financial Institution Process Payment • Migrating Prepaid Customers to Postpaid Subscriptions through Multichannel Marketing Campaigns—Enables service providers to identify and proactively migrate profitable prepaid customers to higherrevenue postpaid subscriptions through multichannel marketing campaigns. and create opportunities to up-sell and cross-sell additional services. and account balance data can be automatically retrieved from billing systems. and Agency Affiliation Management—Enables media ad sales teams to intelligently map client. decreased customer churn. usage. enabling the call center agent to query the invoice and make an adjustment or payment without having to launch the billing application or duplicate voluminous billing data in the Siebel application. and agency affiliate relationships of their advertisers as well as track the complete portfolio of advertising and products sold and available to sell. regardless of service type. a frequent need for follow-up calls. Service providers benefit from increased average revenue per customer and stronger relationships with their end customers. The result is lengthy call-handling times. 23 . • Intelligent Client. Best Practice: Single Interaction Billing Inquiry Resolution Single Interaction Billing Inquiry Resolution enables communications and media service providers to efficiently resolve all billing inquiries. • Value-Based Customer Service Differentiation—Enables service providers to deliver differentiated levels of service to end customers based on key metrics such as profitability. Siebel eCommunications offers an easy-to-use. leaving them with little opportunity to effectively up-sell and cross-sell additional services. When a customer calls with a billing-related question. the call center agent can leverage product and promotional information in the Siebel e Communications interface to proactively up-sell and cross-sell a wide range of add-on services. Industry-wide. Another wireline service provider applying this best practice saw its revenue increase 20 percent and its call center agent satisfaction increase 15 percent. increased employee satisfaction. Service providers that respond effectively to customer billing inquiries by applying the Single Interaction Billing Inquiry Resolution best practice enjoy shorter call-handling times. One wireless company using Siebel e Communications as its unified call center interface reduced call-handling time by 55 percent and call center training costs by 50 percent. brand.
Best Practice: Integrated Trade Promotion and Sales Volume Forecasting Additional Examples of Best Practices in Consumer Goods: • Real-Time Trade Fund Liability Recognition and Tracking— Facilitates the immediate recognition of trade fund liabilities—when customers accept the associated trade promotions—and tracking of liabilities through payment or commitment release.Best Practices in Consumer Goods Siebel Systems has codified best practices in every aspect of the consumer goods industry trade marketing and account management functions—from Account Analysis. The resulting sales volume plans more accurately project sales volumes. ensuring greater visibility and control over trade fund balances and usage. • Multitactic Promotion Simulation—Enables brand and account managers to simulate trade promotion results and projected return on investment by taking into account multiple tactics (for example. With Universal Application Network. and Order Management—and has embedded these best practices into a consistent set of integrated business processes. Siebel Analytics can be used to extract data from any source and analyze trends to automatically generate an analytic assessment. This approach typically leads to reduced forecast accuracy. Account Planning. retail assessments. consumer goods organizations can benefit from improved forecast accuracy and fewer instances of promotion-driven stock-outs. often results in excessive inventory or stock-outs (especially during promotions). Siebel e Consumer Goods incorporates Integrated Trade Promotion and Sales Volume Forecasting into the Consumer Goods Account Management business process. Universal Application Network Import Consumption Data Sales Operations Start Review Historical Actuals Establish Baseline Forecast Distribute Baseline Forecast Sales Sales Management Update Baseline Forecast Customer Integrated Trade Promotion and Sales Volume Forecasting incorporates estimated incremental volume from trade promotions into adjusted historical baseline volume. and discount percentage) and lift coefficient drivers in a single promotion simulation. providing manufacturing organizations and distribution centers with detailed. • Objectives-Driven Account Activity Management—Ensures that account objectives and planned retail execution activities are linked. and promotion compliance checks in accordance with established account objectives and in a highly mobile environment. 24 . In turn. product-specific forecast data down to the “ship-to” level. estimated incremental promotion volumes can be derived from the integrated trade promotion application. including retail audits. the sales volume forecasting process can be integrated with third-party demand-planning systems through the subprocess Export Forecast Data. Most companies today rely on manually estimated promotion volumes based on rollups of forecasts from their sales representatives to supplement their analyses of adjusted historical shipments in their sales volume plans. and leads to lower customer and consumer satisfaction levels. Trade Fund Management. feature display. By ensuring that demand forecasts reflect both adjusted baseline volumes and estimated incremental demand from actual and planned trade promotions. enabling consumer goods sales agents to execute and track tactics. TPR. based on historical as well as planned sales and marketing activities. and Category Management to Trade Promotion Management. The sales volume planning functionality in Siebel e Consumer Goods enables organizations to develop forecast assessments by monitoring demand at any time and level within the organization/ account–product hierarchy. Discuss Plan Confirm Plan Capture Planned Incremental Volume Discuss Plan Update Planned Incremental Volume Export Forecast Data End Export Forecast Data Manufacturing Perform Demand Plannning Syndicated Data Provider Consumption Data Integrated Trade Promotion and Sales Volume Forecasting generates accurate forecasts for use by the entire organization.
Best Practice: Return on Investment-Driven Trade Promotions Return on Investment-Driven Trade Promotions focuses on helping companies increase trade promotion efficiency and effectiveness. that supports this best practice. is often misleading. aiding in the estimation of the cost of achieving incremental volume over and above the anticipated baseline volume for a promotion. Consumer goods companies that can assess and plan trade promotions based on projected return on investment.Customer Evaluate Promotion ROI Approve Promotions? Yes No Sales Conduct Promotion Simulation Revise Promotions? No Create/ Modify Promotions Execute Promotion Details Review Payments/ Deductions Perform PostPromotion Analysis End Yes Sales Administration Evaluate Past Determine Baseline and Sales Targets Start Promotion Performance Allocate Funds Create Account Promotions Funds Manager Analyze Trade Spending Budget/ Allocate Funds • Multidimensional Assortment Planning—Enables organizations to generate a comprehensive product assortment plan for individual or groups of store doors by style. managers are able to review and analyze past promotion performance. Siebel eConsumer Goods enables key account managers to perform post-promotional analyses. assorted over a given period of time. and/or store conditions. which can be used to drive more efficient and effective future promotions. This approach typically leads to unprofitable sales volumes or suboptimal promotion volumes. although difficult. This best practice enhances the trade promotion planning process by synthesizing volume with trade fund expenditures into a single metric. The ability to base projected return on investment on incremental volume achieved is a critical. and plan new promotions based on past successes and projected promotion return on investment. objective in practice. By improving this process. orders. are better able to select and implement trade promotions that can consistently deliver improved returns. 25 . relying solely on one of these metrics. including account demographics. this enables organizations to optimize their trade promotion spending efficiency and improve their trade promotion profitability. The projected return on investment can then be evaluated against a company-defined hurdle rate for trade investment and used to adjust and refine new trade promotion plans. companies can better manage inventory. Siebel Systems has modeled an out-of-the-box business process. such as total volume. improve the presentation of merchandise. incorporating both volume and funding input. Return on Investment-Driven Trade Promotions balances the goal of incremental sales with promotion spending efficiencies. account assessments. Return on Investment-Driven Trade Promotions enables organizations to develop cost-efficient and effective trade promotions. basing return on investment on any other metric. In Siebel e Consumer Goods. Most companies use only volume or funding-based assessments to estimate trade promotion efficiency. organizations benefit from increased sales representative productivity. identify successful promotions. Through improved account targeting. Ultimately. Consumer Goods Trade Promotion Management. In contrast. • Attribute-Based Account Targeting—Enables account managers to use advanced queries to create and reuse account target lists based on multiple attributes. During the trade promotion planning process. and maintain brand management goals.
and approval by capturing and intelligently routing all loan requests to appropriate credit decisionmakers. and Guarantor Information Generate Credit Summary Approve Loan Yes Approved? End Syndicate Loan Credit Committee Review D&B.Best Practices in Finance Siebel Systems has codified best practices in every aspect of customer-facing processes in the finance industry—from Sales Management to Advisory Services to Customer Loyalty Management—and has embedded these best practices into a consistent set of integrated finance business processes. covenants. The traditional process for credit policy enforcement is manual. time-consuming. making it difficult to track the status of an application or to get a holistic view of all interactions with a client. follow up with the call center to complete it. guarantors. financial firms can better manage and control their risk while dramatically reducing the time it takes to process commercial credit applications. The loan approval module collects and manages the entire set of data related to a commercial loan. By deploying Consistent Credit Policy Enforcement. and syndication. The functionality required to support Consistent Credit Policy Enforcement is built into Siebel eFinance and the Siebel Commercial Banking Loan Approval module. Consistent Credit Policy Enforcement results in reduced credit risk and increased productivity. the process can be seamlessly integrated with third-party applications such as loan rating and pricing systems. including borrower details. etc. administration. Relationship managers and credit officers can automatically generate loan documents and work plans. Best Practice: Consistent Credit Policy Enforcement Additional Examples of Best Practices in Finance: • Universal Account Origination—Enables customers to simultaneously apply for multiple banking products via their preferred channel (Web. No Collect Covenant. Each individual interprets the process differently. Through Universal Application Network. resulting in one or more account openings and significant reductions in costs and cycle times for account origination. resulting in inaccurate data and increased credit risk for the bank. The process is often paper-based. providing mortgage companies the ability to provide a consistent. and prone to inconsistencies and errors. or branch). collateral. continuous customer experience across multiple channels. and/or visit the branch to finish the application process. resulting in reduced credit risk and increased employee productivity. Siebel eFinance incorporates Consistent Credit Policy Enforcement in the Credit Management business processes. • Targeted Cross-Selling for Credit Card Servicing— Facilitates the conversion of a credit card account status inquiry into a revenuegeneration opportunity by enabling the agent to make targeted offers that are driven by the customer’s profile as well as the customer’s overall relationship with the financial institution. Loan Pricing and Risk Systems Loan Pricing Engine Third-Party Customer Profile Systems Credit Committee Syndication Desk Relationship Manager Start Create Loan Request Record Borrower Details Record Request and Facility Details Price Loan Consistent Credit Policy Enforcement ensures the consistent application of credit policies to commercial loan generation. Moody's. • Cross-Channel Mortgage Application—Enables customers to initiate a mortgage application on the Web. universal application. Intelligent workflow enforces the appropriate approvals for the loan to ensure that the right people approve the loan at the right times. The agent or customer is guided through a single. Collateral. call center. 26 .
Siebel eFinance helps financial institutions maximize profitability by enabling them to acquire new customers. enabling advisors to significantly reduce planning preparation time and target the appropriate plan for the customer. relevant advice. Market Data Provider Send Market Event Market Events-Driven Investment Advice enables financial advisors to contact the right clients with timely. resulting in a significant increase in overall customer profitability. Siebel eFinance incorporates the Market EventsDriven Investment Advice best practice in the Relationship Management and Advisory Services business process. Best Practice: Market Events-Driven Investment Advice Market Events-Driven Investment Advice enables financial advisors to call clients in a timely fashion with highly relevant investment advice. Financial advisors have great capability for monitoring financial market events and alerts. By standardizing on the Market Events-Driven Investment Advice best practice.Customer Start Request Trade Receive Order Status Receive Portfolio Information End Financial Advisor/ Broker Create Call List Create Order Review Portfolio Process Order Trade Order Management Portfolio Accounting Provide Portfolio Holdings • Customer Profile-Driven Financial Plan Generation— Universal Application Network Receive Market Event Ensures that customer household and profile information is captured within the financial planning tool and that planning results are captured in the customer profile. they must navigate through multiple desktop applications. financial institutions can provide their advisors with a highly productive desktop experience that enables them to offer timely. The result is timely. Siebel eFinance’s integration with market-data systems and call-list generation functionality combines to automatically generate an advisor’s call list—the subset of the advisor’s clients who are most impacted by a particular market event or alert. In addition. interests. contextual investment advice. In addition. • Profitability and Risk-Driven Corporate Account Management—Drives commercial banking relationship managers toward segmenting customers and implementing action plans based on customer profitability and credit risk. This enables the creation and execution of programs to retain high-value customers and drives increased cross-selling of noninterest products. ultimately increasing the institution’s share of wallet. through integration via Universal Application Network. relieving advisors from having to re-enter data multiple times and remembering the exact customer context as they move from application to application. increase their share of wallet. Siebel eFinance facilitates the seamless flow of data across multiple applications such as portfolio management and trade order management. • Targeted Multichannel Financial Research Distribution—Enables targeted distribution of financial research to customers and prospects via their preferred communication channel by aligning research with customer profiles. rendering the process highly inefficient and inconsistent across a firm. 27 . contextual financial counseling to those clients who will most benefit from such advice. but are typically at a loss in converting information into investment advice for those clients that are most affected by any specific event. as advisors provide advice and generate trade orders for clients. and holdings. and improve customer satisfaction and retention through personalized multichannel service.
The functionality required to support Closed-Loop Design Registration Management is built into Siebel High Technology and Manufacturing. projected quantities. Suppliers typically find it increasingly challenging to correlate design registrations and design wins with the ultimate sell-through orders to OEMs. and design win to sell-through orders to OEMs. geographies.Best Practices in High Technology and Manufacturing Siebel Systems has codified best practices in every aspect of customer-facing processes in the high technology and manufacturing industries—from Service Life Cycle Management and Demand-Chain Management to Product Life Cycle Management—and has embedded these best practices into a consistent set of integrated high technology and manufacturing business processes. and currencies. it is difficult for suppliers to determine the contribution and effectiveness of the many players in the sales process. and technical schematics. multistage sales cycle and reconcile initial design registrations with ultimate sell-through orders to original equipment manufacturers (OEMs). components required. Customer Service Manager Identify Customer Check Entitlements & Warranty Assign Service Request to Service Rep Research and Resolve Service Request Complete Service Request Yes Request Resolved? No Field Visit Required? No Yes Escalate Brand Owner Service Representative Parts Required? No Yes Locate Part Identify Agent with Appropriate Expertise Optimize Workload & Routing Dispatch Field Engineer Field Engineer Visit Customer Site Diagnose and Resolve Problem Complete Service Request Customer Feedback and Analysis Closed-Loop Design Registration Management increases visibility for sell-through and design wins and improves accuracy of distributor performance measurement. Distributors are thereby able to leverage their native CRM system to track product-specific sales opportunities. opportunities can be tracked through multiple stages of activity. approval. and measure sales and channel effectiveness. understand which design wins are resulting in the most revenue. Review Customer Information Access Internal Solutions Repository Research and Resolve Service Request Initiate Service Request Closed-Loop Design Registration Management allows component suppliers to effectively manage an inherently complex. and involved representatives and partners. Furthermore. Closed-Loop Design Registration Management addresses these challenges by automating and integrating these processes into a consistent set of integrated design-registration business processes from initial design registration and opportunity management to design win and sell-through management. from initial design registration. • Real-Time Distributor Lead Management—Increases channel sales visibility and facilitates collaboration across the demand chain by integrating the manufacturer’s and distributors’ leadmanagement systems. For example. configuration rules. properly pay and manage commission splits. price level. Best Practice: Closed-Loop Design Registration Management Additional Examples of Best Practices in High Technology and Manufacturing: • Synchronized Global Product Launch—Compresses the cycle time required for a new high technology or industrial product introduction by synchronizing product data management base data with the product master to create the product catalog. required delivery date. languages. In addition to improving sales efficiency. enabling them to drive customer loyalty. design registration opportunity management functionality enables organizations to support initial design registration. 28 . As a result. including design registration ID. These materials are then instantaneously published across all channels. Additionally. driving increased revenues and profitability by extending the product’s sales shelf life through compressing the up-front introduction cycle time. thus increasing adoption and reducing lead follow-up latency. this best practice gives component suppliers better visibility into their selling ecosystem. cross-application integration via Universal Application Network ensures seamless order execution with the order management system of choice and facilitates the closed-loop integration and mapping of sales data to initial design registrations and OEM orders. project description.
and parts inventory. most companies do not use entitlements as a constraint in scheduling. Entitlements are integrated with service delivery to ensure that technicians meet specific commitments without overdelivering on them. proactive service life cycle management and analytics. Parameter-Driven Workforce Scheduling enables a manufacturer to exceed customer service expectations while minimizing service costs. In contrast. and providing recommended equipment parts information. • Multitiered Return Materials Authorization (RMA) Handling—Increases service levels and customer satisfaction and reduces service costs through highly optimized processes for handling RMA orders at multiple levels (from advanced exchange to repair exchange). SellThrough Calculate Compensation Splits Aggregate Compensation Yes Debit Reconciliation (Ship & Debit) Universal Application Network Process Sales Data Match Customer Send Compensation Information Distributor Fullfill Order Transfer Sales-Out (EDI/ RosettaNet) OEM/Contract Manufacturer Start Place Order Accounts Payable Pay Compensation End • Coordinated Inventory Universal Customer Master Query Customer Planning and Sales Volume Forecasting—Ensures more accurate revenue and manufactured product quantity forecasts by incorporating fieldbased opportunity assessments into a model-driven forecast and reconciling the resulting demand forecast with a historical trend-based analytic assessment. Parameter-Driven Workforce Scheduling enhances workforce scheduling by ensuring that service delivery is automated and managed against multiple parameters. For example. workload. 29 . availability. and enhancing the lifetime value of the customer. Additionally. often resulting in revenue leakage by overdelivering on service (for example. including product skill set and workload. Parameter-Driven Workforce Scheduling is encapsulated within the Workforce Scheduling business process. thus improving productivity. Best Practice: Parameter-Driven Workforce Scheduling Parameter-Driven Workforce Scheduling optimizes and automates the scheduling and dispatch of field technicians for high technology and industrial-equipment service delivery against multiple parameters. the scheduler management functionality optimizes the schedule and route to meet priority service commitments while minimizing service labor and travel costs. Update Design Reg. route efficiency. an assigned technician may show up on-site without the right skills or the right parts to fix the equipment the first time. For example. and the functionality required to support Parameter-Driven Workforce Scheduling is built into Siebel High Technology and Manufacturing. increasing customer satisfaction. ID? No Reconcile Sales-Out Data Attach SalesOut to Design Reg. such as product expertise and certification. Additionally. the assignment management functionality optimizes the distribution and assignment of service issues based on parameter-defined rules. resulting in lower productivity and customer dissatisfaction. which often lead to inefficiencies and inaccuracies in service assignment. such as ensuring that only technicians with the right parts are assigned to a service issue.Sales Operations Receive Sales -Out Data Match Customer Universal Design Reg. thus optimizing manufacturing capacity and inventory planning. most companies use manual processes or simplified algorithms. tracking and recovering “lost” parts in the channel. Siebel High Technology and Manufacturing enables manufacturers to maximize customer profitability and after-market sales through holistic. response time and level) relative to what was agreed upon in the service contract.
improve the profitability of borderline customers (for example. Marketing Start Identify Customers Up for Renewal Profitable? Yes Yes At Risk? Retarget at Future Date End No No Lead & Quote Agent Review Coverage Coverage Sufficient? No Analyze Needs Recommend Products Yes Accepted? Yes Renew Policy Profitability-Driven Policy Renewal Processing improves retention of an insurance organization’s most profitable customers. insurance organizations can execute coordinated retention campaigns across multiple channels— including the agent channel—to retain high-value customers. leaving that company with an undesirable customer mix. Best Practice: Profitability-Driven Policy Renewal Processing Additional Examples of Best Practices in Insurance and Healthcare: • Integrated Expiration Date Marketing—Leverages customer information to develop products based on decision issues. In contrast. and effectively manage unprofitable customer segments. By leveraging the marketing. and agent portal applications in Siebel e Insurance. • One-Stop Claim Handling— Enables organizations to simplify the claims process from the customer perspective by managing interactions with third-party service providers on behalf of the customer. Profitability-Driven Policy Renewal Processing enhances the renewal process by segmenting customers into multiple segments that can be targeted effectively. The former approach involves pursuing unprofitable customers in addition to profitable ones. leveraging it in the design and execution of segment-based retention strategies to proactively manage renewal opportunities. and serving the household as a unit. As a result.Best Practices in Insurance and Healthcare Siebel Systems has codified best practices in every aspect of customer-facing processes in the insurance and healthcare industries—from Marketing and Channel Management to Policy Sales and Service to Claims Management—and has embedded these best practices into a consistent set of integrated business processes. analytics. The latter approach increases the probability that a competitor will lure away a company’s most profitable customers. • Value-Based Customer Conservation—Enhances retention and maximizes profitability by identifying high-value customers when they call to cancel their policy and routing them to a specially trained customer conservation unit. effectively throwing good resources after bad. which is embedded in Siebel e Insurance. 30 Management . to create marketing prospect lists from lost customers whose competitor policies are ready to expire. and to proactively manage related leads. many insurance organizations either target all customers for renewal or do not adopt a proactive renewal effort at all. and marketing to. selling to. • Household-Based Policy Management—Reduces costs and improves customer perception of carrier knowledge by grouping individual consumers into households. retention strategies can be defined and executed to retain high-value and at-risk customers. capturing profile information at the household level. call center. The functionality required to support ProfitabilityDriven Renewal Processing is encapsulated in the Policy Renewal Management business process. Back Office Call Center Perfom Outbound Campaign: Courtesy Call & Mail Piece No Profitability-Driven Policy Renewal Processing integrates customer profitability analysis into the renewal process. by selling new products or migrating them to a different product set). • Predictive At-Risk Renewal Processing—Enables organizations to improve retention and profitability by identifying at-risk customers and generating proactive service touchpoints to improve customer satisfaction levels.
verifying coverage. This granular segmentation improves the matching flexibility during the assignment process. resulting in faster. automated task plans based on claim segment improve policy adherence. including skills or expertise. business functions. and appropriate management escalation. The functionality required to support Intelligent Claim Segmentation and Routing is built into the Claims Settlement business process. Siebel eInsurance facilitates the seamless integration of third-party applications into the claims process. more accurate claims handling. workload. Claims Adjustment Process Receive Notification 31 . and claim/claim coverage combinations. Best Practice: Intelligent Claim Segmentation and Routing Intelligent Claim Segmentation and Routing flexibly decomposes a claim into segments while optimizing the assignment of these claim segments to claims adjusters and service providers. Overall. and updating assignments. is used to automate and optimize the assignment of the claim to the claim adjuster and service providers based on a broad range of criteria. through Universal Application Network.Policyholder Start Report Loss Notified of Next Steps Call Center/ Service Collect Loss Information Verify Policy Coverage Segment Claim Assign Based on Score Generate Segment-Based Task Plan Initial Triage Produce Optimized Dispatch Schedule Notify Producer Adjuster Receive Assignment Service Providers Receive Assignment Producer Universal Application Network Export Claim Data Request Coverage Information Update Claim Data Claims Management System Claim Data Claim Data Policy Management System Policy Data Intelligent Claim Segmentation and Routing improves productivity and reduces claim settlement time. resulting in suboptimal claim assignments and delays that increase loss costs and expenses. task follow-up. providing organizations with the ability to share claim data with other systems as it relates to recording the claim. A component of this best practice. language. the required flexibility and intelligence to support complex and changing business needs are frequently lacking. which is embedded in Siebel eInsurance. Score-Based Assignment. Intelligent Claim Segmentation and Routing provides flexibility in segmenting claims by offering the ability to segment by claim. Siebel eInsurance enables insurance organizations to seamlessly manage customer-centric business processes across multiple channels. region. Additionally. claim coverage type. Although many companies today have automated segmentation and assignment processes. and lines of business. and so on.
Functionality in Siebel ePharma Call Center and Siebel Consumer Portal enables consumers to interact with the company as they participate in the Enroll in Campaign through Web Site or Toll Free Number Participate in Compliance Program Respond to Patient Queries and Enroll Patients Encourage Patients to Enroll in Campaign Sales Representative Educate Physician about Compliance Program Brand Manager/ Agency Design Multichannel DTP Campaign Focused on Patient Compliance Execute Campaign through Sales. This approach also leaves the sales representative uninformed. In turn. Media. for their part. create. Best Practice: Physician-Engaged Direct-to-Consumer Campaign Management Additional Examples of Best Practices in Life Sciences: • Integrated Managed Care Pull-Through Planning and Execution—Ensures that pullthrough plans created by managed care account managers are validated by brand managers and executed by field sales with precise physician targeting and consistent delivery of the pullthrough message. will have the support of the physician to participate in the promotional program. clinical. marketing. Event return on investment analysis facilitates the optimal use of promotional resources. this best practice engages the physician to improve the effectiveness of DTC marketing campaigns. and planning using industry-accepted bestpractice sales techniques and resulting in increased sales performance. and pharmaceutical companies alike. physicians. • Holistic Medical Education Event Management—Enables the robust planning and execution of medical education events as part of a broad-based physician relationship management process. targeting. sales representatives can reach out to physicians with the relevant campaign information and solicit their help in recruiting patients for the campaign. This results in a positive outcome for patients.Best Practices in Life Sciences Siebel Systems has codified best practices in every aspect of the pharmaceutical and medical products industries’ sales. Design. Physician-Engaged DTC Campaign Management enhances the effectiveness of DTC marketing primarily by involving physicians in campaigns. 32 . For example. • Affiliation-Driven Strategic Account Planning—Facilitates a comprehensive understanding of complex account affiliations for improved analysis. contributing further to a lack of coordination between marketing and sales. a DTC campaign designed to improve prescription compliance and persistence targeted at only consumers is unlikely to succeed. communication. Similarly. In general. and Execution business process. and execute multichannel DTC marketing campaigns. Call Center and Web Collect and Analyze Campaign Performance End Medical Affairs Approve DTP Campaign Market Research Start Discover and Report Compliance Issue Physician-Engaged Direct-to-Consumer Campaign Management enhances the effectiveness of DTC campaigns by engaging physicians throughout each marketing campaign. most pharmaceutical companies conduct DTC campaigns without the involvement of the physician. often creating confusion and dissatisfaction among customers. Patients. the integration of Siebel Marketing with Siebel ePharma Sales enables sales representatives to target physicians to gain their support in recruiting patients for campaigns. The campaign management functionality in Siebel Marketing enables companies to design. and service functions and has embedded these best practices into a consistent set of integrated business processes. Care Provider Call Center Agent Customer Physician-Engaged Direct-to-Consumer (DTC) Campaign Management ensures that physicians and sales representatives are informed and included in DTC campaigns aimed at enhancing the overall effectiveness of marketing communications and improving coordination between marketing and sales organizations. The results are suboptimal marketing execution and ineffective campaigns that fail to achieve their objectives. Siebel ePharma embeds the Physician-Engaged DTC Campaign Management best practice in the Marketing Campaign. Physicians can play an important role in such campaigns. In contrast.
decision tree-based evaluations. The audit trail on complaints from customers enables companies to better track product complaints. Traceable Capture and Escalation of Product Complaints ensures that companies are able to seamlessly capture product issues and efficiently escalate product complaints for investigation and regulatory reporting while maintaining a complete audit trail. automated assignment and escalation. marketing. Siebel eMedical’s features for tracking field-level changes. fees. and clinical processes. service. and penalties and resulting in highly differentiated offerings and increased return on investment. campaign. leading to a more efficient investigation process while enabling organizations to comply with regulatory guidelines. resulting in quicker investigator payments and greater investigator satisfaction. complaint assessments. the campaign can be executed through external community and consumer portals. This approach maintains efficiency and helps companies comply with stringent FDA regulations. Traceable Capture and Escalation of Product Complaints ensures efficiency while helping companies comply with FDA regulations. and investigated for a resolution. and activity and analysis minimize the effort required to maintain traceability while allowing users to focus on quickly finding a resolution regarding the complaint. making it difficult to trace the history and rationale behind certain decisions. • Expedited Clinical Investigator Payment Generation—Ensures that clinical payments are automatically generated with minimal human intervention and managed in an efficient fashion. enabling the automated execution of rebates. Siebel Life Sciences enables pharmaceutical. through integration with third-party applications via Universal Application Network.Customer Start Request Product Support Receive Complaint Status End Initiate Service Request Assess if Potentially Reportable? Yes Create Product Issue Capture Product Issue Details Perform First-Level Diagnosis On-Site Service? No Generate RMA Order Notify Customer of Investigation Customer Service No Yes Fulfill Service Assign Product Issue Dispatch Field Service Manage Investigation Yes Reportable? Manage Customer Communication Content Manage Regulatory Reporting Quality Management Close Complaint No Field Service Update Product Issue Universal Application Network Process Order Billing Management Fulfill Field Service • Real-Time Contract Manufacturing Manage Product Analysis Compliance Monitoring and Management—Provides an efficient process for managing complex contract terms and conditions with insight into customer compliance over time. 33 . Traceable Capture and Escalation of Product Complaints offers medical products companies a traceable process for handling product complaints. significantly increasing the cost of serving the customer. Without the proper processes and systems in place. biotechnology. Best Practice: Traceable Capture and Escalation of Product Complaints In contrast. escalated. Additionally. and medical products companies to improve the effectiveness of their sales. Traditional methods of complaint management fail to retain the context of the investigation as the product complaint flows through various stages of the complaints management process. Siebel eMedical incorporates Traceable Capture and Escalation of Product Complaints in the Customer Service business process. Regulatory agencies require each company to maintain a traceable process that retains the context of the product complaint as it was captured. regulatory compliance can lead to highly restrictive and inefficient processes.
residency. distinct programs. and redundant case management activities. and criminal records. The results are simplified service experience for the citizen. Currently. Agencies conduct overlapping investigations of applicants. Citizen Start Request Service Notification of Denied Service Notification of Case Initiation Citizen Interview & Data Notification of Denied Service Receive Seamless Services Case Manager Meet Initial Criteria? Yes Provide Service or Benefit? Yes Provide All Relevant Services Follow-Up & Evaluation No No Coordinate Delivery of Services w/ Other Agencies Deny Service. • Performance-Based Government Benefits Planning—Provides government service agents with tools to improve individual citizen service plans and to track performance toward desired service outcomes. and greater accuracy and efficiency in managing cases. Government service agents can capture citizen data during the initial interaction and use eligibility tools to prescreen applicants for multiple. 34 Refer for Other Services Continue Services Close Case Prescreen Citizen for Eligibility Assign Case for Investigation Field Assessment . as each program works separately to verify information and assess citizens’ needs. Siebel e Government offers functionality that enables Single Application Filing by providing agencies with a single view of the citizen and the ability to track all interactions in a single case record. prolonged and error-prone service processes. improved employee productivity. Close Case Deliver Service Third-Party Applications Validate Citizen Data Service Systems Single Application Filing enables agencies to have a single view of the citizen and to track all interactions in a single case record. • Data-Driven Agency Call Resolution—Enables government agencies to improve efficiency and citizen satisfaction by capturing the knowledge of expert employees and analyzing real-time statistics to make immediate changes to service call scripts. Universal Application Network Verify Citizenship & Residency Deny Service Identify Citizen Single Application Filing enables citizens to submit a single form to apply for various government programs and benefits. This results in a lack of coordinated services for citizens. Best Practice: Single Application Filing Additional Examples of Best Practices in the Public Sector: • Self-Service Online Eligibility Determination and Matching— Provides citizens with information and online selfservice tools to help them with government programs and benefits. citizens frequently have to fill out separate applications for every program in which they are interested—whether the programs are available from one or multiple agencies. This best practice also enables case managers to easily and accurately verify citizen data against legacy systems and prescreen applicants for benefits available from multiple agencies.Best Practices in the Public Sector Siebel Systems has codified best practices in every aspect of managing constituent relationships in the public sector—from Program Management and Service Delivery to Case Management—and has embedded these best practices into a consistent set of integrated business processes for government. Through integration via Universal Application Network. • Multichannel Government Campaign Management— Enables agencies to consistently and effectively promote government programs and interact with citizens across multiple channels of communication. educational institutions. Facilitates the submission of applications and questions via the Internet. agencies can verify citizen information against multiple third-party applications and systems to confirm data such as citizenship. and nonprofits.
Intelligent Case Routing and Investigation is a crucial component of the Single Application Filing process. and availability. As a result.and underserved citizens. For example. Siebel e Government enables agencies to automatically assign and route cases to employees based on their skills. In general. employees can access internal and third-party knowledge bases and eligibility engines to determine and recommend all relevant government services to citizens. the Intelligent Case Routing and Investigation best practice can be leveraged to improve investigative case work. Case managers must then initiate a complicated administrative process in order to verify which citizens are eligible for a variety of government programs. Best Practice: Intelligent Case Routing and Investigation Intelligent Case Routing and Investigation enables agencies to streamline case management activities and employee deployment. it often takes a long time for agencies to assess a citizen’s needs and recommend appropriate government services. For law enforcement agencies. and result in over. it enables government case workers to automatically receive cases based on agency-established criteria and to quickly match a citizen or household with the appropriate services. Currently. prevent collaboration within and among agencies. Siebel eGovernment enables citizens to use online self-service tools to obtain critical information and services. In turn. resulting in a more citizen-centric service organization characterized by increased operational efficiency. and workload. knowledge of government programs. Siebel e Government offers functionality allowing agencies to implement Intelligent Case Routing and Investigation. Next Step: Field Assessment 35 . Many government programs also conduct investigations within silos that can inhibit a holistic view of a citizen’s needs. agencies spend valuable time and resources on assigning cases to employees with the right skills. Siebel e Government also easily and quickly helps government service agents review citizen information stored in an electronic case record and verify whether applicants meet initial service criteria. experience.Citizen Provide Additional Data Notification of Denied Service Receive Notification of Case Assessment End Start Assign Case for Investigation Select Case Manager Has Right Expertise for Case? Yes Check Case Manager Workload Yes Available Assign Case Review Citizen/Family Needs No Determine Citizen/Family Groups Needing Service Prescreen Citizen/Family to Program Criteria Meet Prescreening Criteria? Yes Case Manager No No No Go to Next Case Manager Deny Service Universal Application Network Request Group Data Request Validation Third-Party Application Assistance Group Determination Systems Validate Criteria & Program Rules Intelligent Case Routing and Investigation enables agencies to automatically assign cases and allows employees to focus on matching citizens and members of their households with appropriate government services.
with little thought given to either targeting the message to prospects or synchronizing efforts with store-based sales associates. assign. retailers can gain control over customer compensation. allowing marketing managers and executives to create. estimated customer lifetime value. Through the use of customerservice metrics. In contrast. and Incentive Compensation. Siebel eRetail offers synchronized retail sales and marketing functionality through the Retail Campaign Development business process. Retailers can compound the impact of these tools by tying such efforts into overall performance management activities. Performance Management. • Individualized Retail Customer Service Management—Enables retailers to deliver differentiated customer service based on key customer metrics such as profitability. Without the involvement and support of the associates who actually engage the customer. online testing. which are then used to engage customers and help close business. Siebel eRetail Employee Relationship Management includes tools such as Distance Learning. Tasks are managed through a central coordination point and routed to the stores after approval by store operations management.Best Practices in Retail Siebel Systems has codified best practices in every aspect of customer-facing processes in the retail industry—from Marketing and Sales Operations to Customer Service—and has embedded these best practices into a consistent set of integrated business processes. including goal setting and incentive compensation tracking. Retailers benefit from minimized overtime expense and improved control over in-store activities. third-party data-mining tools can easily be integrated into the Siebel Marketing toolset using Siebel Analytic Adapter. Traditional marketing efforts reflect a “spray-andpray” approach. Respond to Offer Visit Store. Funds Evaluate for Further Programs End Vendor Start Create Agreement Publish Marketing Collateral Develop Training Collateral Provide Training Funds Provide Financing Vehicle Provide Vendor Spiff Synchronized Retail Sales and Marketing ensures higher sales conversion rates. Stores Customer Synchronized Retail Sales and Marketing enables the alignment of external demand-creation events with internal sales education efforts to maximize the conversion rate of customers who respond to marketing programs. sales alignment activities include product knowledge training. 36 . In addition. traditional demand-generation efforts are virtually guaranteed to produce low response rates. respond to service issues in a way that reinforces brand equity. Providing sales associates with just-in-time product knowledge and sales tools significantly boosts employee morale and effectiveness. Managed as one of the key activities in a comprehensive marketing project. and access to sales tools. enabling employees to provide greater value to customers. and track activities through integrated workflow functionality. Web Site Complete Training Sell Product Store Ops Assign Training Task to Stores Report Training Impact on Sales Training Create JIT Education Program Marketing Create Program to Drive Demand Deploy Marketing Program Merchandising Negotiate Terms. Siebel eRetail Analytics can extract data from any source and analyze performance (such as the impact of product knowledge training on store-level sales). and other factors. Best Practice: Synchronized Retail Sales and Marketing Additional Examples of Best Practices in Retail: • Corporate Request Prioritization and Implementation—Enables store operations to effectively manage multiple requests from headquarters groups wanting stores to execute programs. Siebel eRetail Marketing facilitates activity management. Synchronized Retail Sales and Marketing integrates internal education and awareness efforts into the overall marketing program. and ensure that the response actually addresses the customer’s issue.
retailers can minimize distractions and maximize sales revenue. Best Practice: Chain-Wide Consolidated Contact Center Chain-Wide Consolidated Contact Center ensures that retail sales associates can focus on their primary task of selling to customers. Siebel eRetail encapsulates Chain-Wide Consolidated Contact Center in the Retail Customer Service business process. Adaptive Retail Marketing—Enables marketers to deploy multistage. and so on. The results are improved customer service and reduced operating expenses. Frequently. to provide the most accurate information to the customer. including merchandising and inventory control. Routing rules built into Siebel Universal Queuing ensure that service requests are sent to the service representative who is best equipped to answer the customer’s question. time spent on the phone is time not spent with customers. By keeping in-store employees engaged with in-store customers. store hours. Through Universal Application Network. Matching customers to the most appropriate offer results in higher response rates and associated revenues. Siebel applications can seamlessly integrate with back-office data sources. consistency. retailers can reduce the expense of communicating with customers and improve the accuracy. and professionalism of service responses. many of whom are looking to make purchases. answering the same questions repeatedly: store location. In contrast. 37 . multichannel marketing programs that are tailored based on responses made in earlier stages. retailers find that store-based sales associates spend an inordinate amount of time on the phone. Siebel eRetail synchronizes sales associate product knowledge with corporate marketing events to maximize return on marketing spend. faxes. email. Internetbased chat requests. but then routes calls to a centralized contact center. • Intelligent.Customer Start Place Call to Store Knowledge Base Access Knowledge Base Consolidated Contact Center Receive Call Product Available? Yes No Answer Question Log Response (Optional) Follow Up to Ensure Resolution End Physical Check Required? No Yes Create Store Activity Store Assign to Store Associate Answer Question Universal Application Network Query Inventory Data • Score-Based Cross-Selling and Inventory Mgmt System Inventory Data Query Up-Selling—Enables retailers to quickly access scoring models to drive dynamic sales scripts or offer presentations. merchandise availability. color. To make matters worse. Intelligent campaigns use rules to generate the next most appropriate offer either to reinforce desired responses or to further stimulate the customer to take action. Chain-Wide Consolidated Contact Center improves customer service while reducing expenses. By concentrating the customer contact function into one contact center. Call center representatives can access external data sources to answer common questions such as product availability and size. Siebel eRetail Contact Center consolidates customer communications from multiple sources such as telephone. and postal mail. Chain-Wide Consolidated Contact Center allows customers to continue dialing their local store. Few of these questions require the store-based sales associate to physically be in the store in order to answer the question. price. and style questions.
or cargo space. Traditionally. Revenue Estimate Develop Property List Assign Leads/ RFP to Property Record Lead Assignment Receive Proposals Generate Contract Property/Event Booking Centers Received Lead/RFP Review Event Agenda. translating into fewer missed revenue opportunities and significantly enhanced sales results. These campaigns deliver relevant and compelling offers to the customer while maximizing revenue from perishable inventory such as hotel room nights. Using assignment rules. 38 . after which their marketing departments can analyze campaign results. profitability. Best Practice: Centralized Group Sales Management Additional Examples of Best Practices in Travel and Transportation: • Personalized Inventory-Based Marketing Execution—Enables hospitality. • Score-Based Customer Experience Delivery—Enables companies to deliver a differentiated service experience to customers based on their Customer Start Centralized Group Sales Management is a best practice that ensures group sales leads are assigned to the most appropriate properties within a hospitality organization. both managers and sales representatives are able to analyze the effectiveness of the lead management process during all phases. and transportation industries and has embedded these best practices into a consistent set of integrated business processes. National Sales Request Event Booking Evaluate Proposals Accept? Yes No Capture Property Requirements Capture Event Agenda. ensuring improved lead response rates and driving increased revenues. estimated customer lifetime value. from campaign execution and lead acceptance to deal closure. travel. In addition. Centralized Group Sales Management is supported by the Hospitality Lead Management business process. Catering Check/ Hold Inventory Available Yes Available? Price and Up-Sell Generate Quote/ Proposal Record Turndown End No Universal Application Network Request Inventory Request Pricing Information Yes Inventory Management Function Space Inventory Room Block Inventory Pricing Information Profitable? No Centralized Group Sales Management ensures that group sales leads are assigned to the most appropriate properties within a hospitality organization. Room Block. marketing.Best Practices in Travel and Transportation Siebel Systems has codified sales. or reroute leads. leads that are generated from disparate sources are not shared among relevant sister properties. reject. they cannot be effectively tracked. and estimated customer lifetime value. and service best practices in the travel. which is embedded in Siebel eHospitality Sales. In contrast. airline seats. Properties can then choose to accept. It also facilitates the tracking of property lead responses to ensure timely delivery of feedback to customers. Room Block. targeted customer purchasing patterns. and other factors. and as a result. Often. qualified leads are routed automatically to the most appropriate property. hospitality companies have been unable to respond to up to 30 percent of their incoming group sales leads due to the inefficient distribution and tracking of leads among their properties and franchisees. and transportation companies to execute personalized campaigns based on available inventory levels. loyalty. Centralized Group Sales Management enables hospitality organizations to implement a closed-loop sales process that results in increased response rates to group sales leads. leads generated by national sales organizations that are passed on to regional properties are frequently left idle due to poor lead matching or limited sales capacity. In this closed-loop process. hospitality.
First. a solution that addresses all aspects of the event planning and execution process. it is often difficult for hospitality companies to provide a consistent set of services and products for events across multiple properties—a fact that often negatively impacts brand equity. BEO. BEO. Reserve A/V Equipment Generate/ Present SOE. and hospitality organizations measure customer value. Siebel eEvents Execution also enables companies to expedite operational procedures by centralizing product definitions and pricing information.No Customer Provide Event Details Yes Approve? Customer Action End Sales Start Transfer Event Validate Event Transfer Details Event Management No Yes Adjust Function Space & Room Blocks Develop Menus. and linking property inventory to event operations. menu design. and build brand loyalty. transportation. cross-selling. and frequent direct customer interaction. Best Practice: Integrated Event Planning and Execution Integrated Event Planning and Execution enables event and operations managers to more easily and rapidly detail planned events. including asset management. Integrated Event Planning and Execution addresses these issues by enabling employees to focus on revenue-enhancing activities such as up-selling. event planning and execution is a complex process that entails the coordination of a number of assets and internal teams as well as frequent scheduled interactions with the customer. Most hospitality companies face two critical challenges in planning and executing events. 39 . automatically generating operational details. and Siebel eTransportation—is designed to help travel. and book assets. increase revenues. and internal and external communications. Siebel eTravel. manage owned and leased inventory. helping hospitality companies manage complex events within a single property or across multiple properties in a consistent. room setup. identify products and services required for an event. Second. The Siebel Travel and Transportation suite—Siebel eHospitality. This integrated approach leads to a streamlined event management process. Proposals Event Preparation SOE. Resume Product Ordering and Staff Scheduling Manage Execution of Event Update Checks with Actual Numbers Accept Event? Detail Event and Up-Sell Finalize Attendance Close Checks Universal Application Network Reserve Room Reserve Equipment Export Invoice Data Accounting Bill Customer Inventory Management Function Space/Room Block Inventory Resource Inventory Integrated Event Planning and Execution enables event and operations managers to more easily and rapidly detail planned events. This best practice is embedded in Siebel eEvents Execution. efficient manner.
the customer’s invoice. Requiring CSRs to use multiple systems is inefficient for the customer. and account balance data is retrieved from the billing system. When a customer calls with a billing-related question. appropriate risk elements. oil and gas. It allows customer service representatives (CSRs) to interact with one or more back-office billing systems by displaying billing data and invoking action upon the appropriate billing system. CSRs have had to access separate applications to obtain billing data. Oil and Gas. make an adjustment. and the focus remains strictly upon the customer interaction. no billing data is duplicated. as users need to learn and interact with only one system. appliances. Because the data is retrieved from the billing system and not stored in the Siebel application. at best. the user can query the invoice. driving increased productivity. telecommunication. and other services) and promotional packages through a rich product catalog. Although none of this information is actually stored within the Siebel application. and Chemicals: • Centralized Commercial and Industrial Deal Structuring and Management—Facilitates a unified view of all risk book elements to appropriately build. A comprehensive interface to the pricing and billing systems provides aggregated load and usage information. usage. 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 Process Adjustment Request Receive Payment Update Account Balance Process Payment Single Interface Billing Inquiry Resolution streamlines customer care. the service provider avoids costly duplication of data across multiple systems. and Chemicals Siebel Systems has codified best practices in every aspect of customer-facing processes in the utilities. and improved customer satisfaction. reduced cost. 40 . Financial Institution Billing Engine Provide Invoice Data Provide Usage Data Upgrade Usage Data Single Interface Billing Inquiry Resolution streamlines the billing resolution process. Finally. often entailing follow-up actions and transfers to other departments. approve. Using a simple advisor process to answer questions. Traditionally. providers can increase opportunities to up-sell and cross-sell other services. and chemicals industries—from Customer Care and Field Operations to Field Sales and Service Management—and has embedded these best practices into a consistent set of integrated industry-specific business processes. Because more than 50 percent of the call volume to a utility call center is related to issues requiring interaction with billing systems. or enter a payment without having to exit the Siebel application. security. and contract energy deals. actions are taken in the Siebel application. and personalized customer deal components. Best Practice: Single Interface Billing Inquiry Resolution Additional Examples of Best Practices in Utilities. the benefits of new massmarket plans and services can be displayed. • Tailored Product Bundle Management—Enables utilities to manage and offer multiservice product bundles (including energy. The sale is closed through an end-to-end sales process from quote to order to provisioning and installation. ability to perform these tasks from within the Siebel application reduces call-handling time and training costs. insurance. With Single Interface Billing Inquiry Resolution. some screens were embedded in the CRM application.Best Practices in Utilities. • Personalized Mass-Market Energy Plan Evaluation and Enrollment—Allows customers and CSRs to evaluate current and prospective energy costs under various plans by utilizing simple and easily obtained usage and billing statistics. In turn. streamlining this process is crucial. price. which is encapsulated in the Streamlined Customer Care business process and embedded in Siebel eEnergy. Oil and Gas. This practice also hinders CSRs from proactively positioning new services or products to the customer. helping drive increased revenues.
uniform analyses of safety statistics across regions. and in any language. tracking job status. • Automated Asset Scheduling and Dispatch—Provides automated dispatching to create a daily schedule for trucks and trailers. Best Practice: Automated Job Safety Prompting Automated Job Safety Prompting tailors safety procedures and checklists to each job and work ticket type. service. With Siebel Field Service.Customer Call Ahead Sign Invoice Field Engineer Start Update Job Status Check Parts/ Equipment Get Debrief Yard Manager Transfer Equipment and Inventory Check in Parts/ Equipment End Crew Arrive at Well Site Examine Job Activity Step. Safety is paramount in any well services organization. when crews are at a job site. Field workers must often administer hazardous chemicals and operate high-powered machinery to develop and maintain wells. With Automated Job Safety Prompting. Siebel eEnergy provides utilities. Having timely information leads to higher levels of operational efficiency and elevates customer satisfaction levels. well readings. marketing. thereby ensuring that proper procedures are being followed. anywhere. which is implemented through activity templates and embedded in Siebel Field Service and Siebel Service Handheld applications. including receiving new jobs. it is often done through meetings and the administration of a large paper-based system. and invoicing in the field through wireless data solutions. work tickets. and workforce management business functions across all channels—anytime. 41 . capturing well data. This best practice enables each safety step to be automatically displayed and validated as the job is being performed. reducing drive time for trucks and scheduling time for dispatchers while optimizing operational efficiencies and maximizing return on capital equipment. partner relationship. making these procedures available with the work ticket. with Safety Information Yes Perform Step Done? Capture Time & Expenses Update Job & Well Data Create Invoice No Purchasing Purchase Parts to Replenish • Wireless-Enabled Oil Field External Systems Service Operations—Provides Procurement System Inventory Master System field service engineers real-time data on time-critical information. they often have to sift through procedures to find information relevant to their particular jobs. previously defined safety procedures are associated with the job as it is created by the dispatcher and are based on the job type. OSHA safety statistics can be captured at the job or work-ticket level. Automated Job Safety Prompting improves safety procedure compliance at the job site. While oil field services companies typically meet the requirements of providing safety information. and chemicals companies with comprehensive demand-chain management functionality that facilitates the sales. enabling accurate. Safety steps may be forgotten or neglected. crews can use Siebel Service Handheld to update the job status and complete the safety steps as prompted by the handheld device. • Customer-Focused Oil Well Service Dashboard—Exposes well service information such as jobs. customer retention. In the field. oil and gas. As a result. and invoices to customers through an Internet portal designed to help customers analyze and understand their well performance.
This minimizes implementation cost and complexity. Universal Application Network speeds implementation. SeeBeyond. Mercator. Proven Integration Technology Universal Application Network is based on industry XML and Web Services standards. and they can easily remove or replace applications to better suit their needs. CRM Integration Server Business Process Controller ERP Transformation Common Object Model Transformation CRM Data Model Adapter Transport Layer Adapter ERP Data Model Adapter Adapter Adapter Adapter Customer Master Adapter Legacy SCM Web Apps. BPEL. end-to-end business processes that span multiple applications. since they can run with any standards-compliant applications and integration servers. TIBCO. Vitria. including WSFL. Siebel Systems has partnered with the leading vendors of integration server solutions— including IBM. accounting for up to 35 percent of the overall cost of a typical IT implementation. With Universal Application Network. Universal Application Network is a customer-centric solution that solves the complex multiapplication integration problem within and across the enterprise in a highly cost-effective way. they have the flexibility to choose bestin-class applications and technology. Universal Application Network is a standards-based. organizations are not locked into the proprietary and inflexible architecture of a single vendor. leading to reduced cost and risk. End-to-End. and webMethods—to develop the Universal Application Network architecture. vendor-independent solution that enables organizations to deploy seamlessly integrated cross-application business processes within and beyond the enterprise. Mercator. and customer dynamics. It provides organizations with the flexibility to modify processes in real time in response to fast-changing market. TIBCO.Universal Application Network: Enabling Cross-Application Business Processes in Support of Best Practices Application integration has represented a major challenge and expense for organizations. Industry-Specific Business Processes Universal Application Network business processes take advantage of the proven technology developed over the past 15 years by leading integration server vendors—IBM. Instead. and webMethods. Based on Industry Standards Universal Application Network business processes can be created once and deployed anywhere. SeeBeyond. WSDL. Maximum Flexibility to Choose Best-in-Class Solutions By enabling deployment of end-to-end processes tailored for specific industries. competitive. 42 Adapter Adapter . Vitria. and SOAP. Extensible Business Processes Reusable Business Processes Universal Application Network enables organizations to quickly deploy prepackaged.
the organization can more effectively determine each phase’s goals and ensure quick wins. Define Best-Practice Processes and Map to Application Functionality plans. and minimize customizations—resulting in reduced deployment risk and faster return on investment. CRM Assessment Custom Solutions Map Industry Best Practices Mapped to Siebel Functionality Phased Implementation Plan Siebel Systems enables organizations to apply best practices in designing and deploying CRM solutions. six-stage methodology for rapidly implementing a Siebel eBusiness solution—and Siebel Professional Services. Align the Organization Successful deployments require alignment of the organization with the CRM initiative and support of the changes it will entail. deploying.Implementation Best Practices: Ensuring Customer Success Siebel Systems’ domain expertise is also reflected in its proven customer engagement model. Siebel Systems leverages a library of documented best practices. experienced consultants to implement the CRM solution • Train. business models. channel management. Through several service offerings— including Getting Started. leverage the standard functionality of Siebel e Business Applications. Siebel MultiChannel Services has proven best practices in sales methodologies. In addition. and ensuring that stakeholders understand the capabilities and impact of the CRM system. Implementation Services cover every phase of the implementation. With experience in more than 3. and task estimates to build recommendations for appropriate Siebel functionality and implementation By planning and executing the implementation in phases. Use a Phased Implementation Plan CRM Implementation Best Practices • Establish measurable business objectives • Align the organization with the CRM initiative • Define best practices and map them to application functionality • Use a phased implementation plan • Staff trained. and using Siebel eBusiness Applications. and other CRM processes. Key best practices include securing executive sponsorship. 43 . reinforce. ensuring that managers support the intended business change.500 CRM deployments—far more than any other vendor—Siebel Systems has developed a tried and tested implementation methodology as well as a complete array of customizable professional services to ensure customer success through every phase of designing. and reward for 100 percent user adoption • Monitor progress and measure results With the Siebel e Plan methodology and tools. The Siebel CRM Strategy Group helps organizations establish measurable business objectives and develop an effective CRM strategy across channels and lines of business. To help organizations apply these CRM implementation best practices. including Implementation Services as well as functional and industry competency practices. from scoping analysis to metrics and measurement. Each phase should involve end users in the implementation design and should include expert quality control reviews and testing. resulting in successful deployments that yield measurable business benefits. Executive Alignment. from initial CRM assessment through the entire phased implementation process. Establish Measurable Objectives CRM initiatives should be designed to drive and support significant objectives that produce quantifiable benefits. Through these and other Siebel service offerings. and Management Alignment Workshops—Siebel Systems helps organizations apply these best practices to achieve organizational alignment. Siebel Systems provides Siebel e Roadmap—a proven. organizations can prioritize processes by business impact and ease of implementation.
configure. Siebel Systems offers a comprehensive set of training and change management services to meet these requirements. which are Web-based surveys that track the satisfaction levels of customers. and aligning compensation and rewards to reinforce desired behaviors. knowledge. the Siebel Certified Professional program establishes standards of technical excellence. and administer Siebel e Business Applications. Experienced Consultants to Implement the Solution and Strategy. and Siebel Simulations (an interactive learning system that simulates the Siebel application environment). assess end user adoption. enabling organizations to leverage the skills. Siebel Systems also supports phased implementations through Siebel Expert Services for quality assurance. and Siebel Technical Support. and expert resources of these blended teams. and regularly measure and analyze business impact. Siebel Systems Partners with Leading Systems Integrators to Ensure Customer Success End user adoption is perhaps the most critical success factor in a CRM implementation. Technical Account Management for ongoing technical guidance. Siebel Global Competency Practices offer consulting services on individual Siebel e Business Applications and specific industries. training end users. Siebel Technical Training provides consultants with the skills to successfully install. and Siebel Global Services.Industry Best Practices High Mapped to Siebel Functionality High-Quality Lead Default Start Assign Lead Error Low Quality Low-Quality Lead End Assign Error Activity Unknown Create Opportunity Note Siebel Systems provides a proven methodology for mapping best practices and business processes to application functionality. which offers 24x7 worldwide technical support. employees. Staff Trained. the systems integrator. Most implementation teams include members from the customer’s IT staff. Siebel User Training. including Siebel User Adoption Workshop Through the award-winning Siebel Alliance Program. Train. Monitor Progress and Measure Results The Siebel Certified Professional program and Siebel Technical Training offerings enable organizations to follow best practices in establishing and managing the implementation project teams—which include only personnel who have been certified and have proven industry experience. Siebel Custom Online Help. providing end user support. Siebel Systems partners with the world’s leading systems integrators to ensure the successful implementation of Siebel e Business Applications. and partners. 44 . implementing a communication plan. through a rigorous certification process. Siebel Systems assists organizations in applying these best practices through offerings such as the Implementation Effectiveness Review and Siebel Satmetrix e Surveys. Reinforce. Best practices to ensure user adoption include developing an adoption strategy up front. And. and Reward for 100 Percent User Adoption To manage and continuously improve the effectiveness of a CRM strategy. Siebel Change Communication Services. an organization must define and monitor performance metrics. ensuring that all certified consultants possess these skills.
Siebel Industry Applications leverage the breadth and depth of the Siebel platform. and service.Siebel 7. and more successful deployments. Recognizing that each industry has different business processes. leverage all customer interactions. and significantly enhance customer satisfaction. Siebel Smart Web Architecture Comprehensive Multichannel Capabilities The Siebel Smart Web Architecture sets the industry standard for application performance and sophistication. Depth and Breadth of Functionality Siebel e Business Applications provide the only true multichannel solution that allows organizations to manage. maximize revenue and profit. marketing. browser-based Web client—meaning there is no software to separately install and administer on the desktop—with levels of interactivity traditionally available only in Windows applications. accelerating deployment and an organization’s return on investment. and coordinate customer interactions at all touchpoints across all channels—over the Web.5. and IT requirements that cannot be addressed with “one size fits all” CRM. resulting in a significantly lower total cost of ownership. dramatically increase productivity. Industry-Specific Applications Industry analysts widely acknowledge that Siebel 7. As a result of this rich functionality and industry expertise. marketing. in the call center. synchronize. by field sales and service personnel.5: Best-in-Class CRM Solution Siebel Systems redefined the standard for CRM with the delivery of hundreds of business processes embedded in Siebel 7.5 is finely tuned to support industry-specific business processes. Siebel 7. more cost-effective.5 are results of continued investment in cutting-edge research and development. Featuring best practices and new functionality for multichannel sales. and through channel partners. all Siebel Industry Applications provide a tailored suite of packaged applications that encompass industry-specific functionality. and partner and employee relationship management across 20 industries. The breadth and depth of functionality of Siebel 7. enabling organizations to leverage best practices for sales. Siebel 7. analytics.5 is the most functionally complete suite of applications on the market. This unique technology combines a zero-footprint. end users can rapidly adopt Siebel 7.5 delivers faster. providing organizations with comprehensive out-of-the-box functionality that minimizes the need for customization and development. and business processes that reflect best practices. competitive challenges. the latest release of Siebel eBusiness Applications. 45 . service. The results are a higher level of user acceptance and increased satisfaction and productivity for both employees and customers.5. This integrated approach allows organizations to establish a common view of the customer.
The process includes automated upgrades of data and customizations. actionable.5 is automated. multilingual data. and just-in-time intelligence to employees. news. and deployment risk. and on-site migration assistance. Siebel Analytics 7. organizations can access volumes of data from multiple sources and deliver fact-based. . but also the solution’s total cost of ownership over its lifetime. Universal Application Network takes a standards-based approach to the design and development of cross-application business processes while leveraging the proven integration server technology of leading vendors. Automated Upgrades Incorporating best practices from several thousand previous customer upgrades. and customers. Siebel ERM Drives Superior Business Execution Organizations can easily integrate data and business processes across multiple applications with dramatically lower cost and complexity.5 includes the industry’s broadest and most comprehensive suite of packaged employee relationship management (ERM) applications for executives. including customization. personalized intelligence to thousands of decision-makers. and corporate-wide access to resources. 46 Organizations that invest in eBusiness technology must carefully scrutinize not just the initial cost of the software. complete desktop integration. Siebel ERM embeds best-in-class business processes such as performance management.5 provides personalized.5 dramatically trims total cost of ownership by reducing costs in several critical areas. resulting in dramatic lowering of the deployment and maintenance costs for global organizations. integration. complete scripting support.5 provides robust Unicode support. installation. partners. With Siebel Analytics 7. role-based analytic applications that deliver relevant.5. upgrades.5 applications incorporate powerful analytics capabilities to provide organizations with real-time customer intelligence. and localization for global deployments. and a broad array of upgrade services and training. Siebel 7. including reviews. training. companies can adjust the corporate operating plan and quickly realign the organization to execute the plan based on changing market needs. managers. Global Deployment Support Siebel 7. both inside and outside the organization. workshops. employee self-service. Siebel 7. and other information. configuration. Lowest Total Cost of Ownership Recognizing that customer-centric business processes involve data from multiple applications and systems. the upgrade to Siebel 7. Universal Application Network and Web Services Support Siebel 7. maintenance. and proven to work. and employees. With Siebel ERM. A Unicode environment supports the uniform storage of and access to data that spans multiple code pages in a single database and can be managed by a single set of application components.Analytics Everywhere Siebel 7.5 expands the global deployment capabilities of previous releases with significant enhancements in the areas of Unicode support. Siebel Systems has ensured interoperability by supporting Web Services and standards-based integration through Universal Application Network. training. comprehensive.
integrated suite of Siebel e Business Applications enables organizations to deploy sales. The result is proven customer success. with offices located in more than 28 countries. Siebel Systems is a leading provider of eBusiness applications software. and customer service systems across all channels—including the Web. With more than 3. According to an independent audit. they reported increases of 8 percent in revenue. 23% 23% 13% 8% 13% Revenue Growth Customer Retention Increase Customer Satisfaction Increase Employee Productivity Gains Operating Cost Decrease Return on Siebel investment: 12 months Source: Satmetrix Systems.Proven Customer Success Siebel Systems was founded in 1993 to address the growing need of organizations of all sizes to acquire. call centers. . and dealer networks— at the lowest total cost of ownership. Its marketleading. Siebel Systems has developed deep domain expertise in CRM and industry-specific best practices. marketing. Siebel customers have realized significant benefits from their deployment of Siebel eBusiness Applications: On average. which are embedded throughout the entire suite of Siebel eBusiness Applications. Today.500 customers worldwide across a broad range of industries. and better serve their customers. September 2002. resellers. field. retain. survey of customers. and 23 percent in customer satisfaction and employee productivity. and a 13 percent decrease in operating costs—with a return on investment in 12 months. 13 percent in customer retention.
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