Table 2. Siebel Consumer Goods Solutions for Key Business Issues
|
Siebel Consumer Goods Solutions |
Account management |
- Management of accounts through multilevel account hierarchies based on complex account relationships
- Management of account and customer information through profiles
|
Agreement management |
- Automated production of agreements from accepted quotes
- Coordination of pricing information
- Assigning of standard terms, conditions, and features
- Tracking to make sure that agreements and service entitlements are fulfilled
|
Audit trail |
- Creation of a history of all the changes that have been made to various kinds of information
- Records show who has accessed an item, what operation has been performed, when it was performed, and how the value was changed
- Useful for maintaining security, examining the history of a particular record, and documenting modifications for future analysis and record keeping
|
Billing management |
- Integration with back-office billing systems
- Query and display of billing information
- Management of payment information, payment plans, bill adjustments, and bill profiles
|
Brand management |
- Management of brands through account distribution lists and personalization attributes
- Dynamic matching of accounts and products to make sure that accounts get the appropriate products
|
Call center optimization |
- Single desktop to manage multiple types of customer interactions
- Computer telephony integration (CTI) to connect callers with the most qualified agent
- Integrated Web and Interactive Voice Response (IVR) self-service functionality
|
Credit management |
- Integration with a back-office credit system
- Management of credit alerts
- Notification of customers who are delinquent in payments
|
Customer acquisition |
- Analytical tools for segmenting prospects and developing targeted campaigns
- Campaign management tools for developing and executing multichannel campaigns
- Prebuilt performance analysis tools
- Call scripting, which delivers messages that use proactive selling and retention techniques during customer contacts
- Intelligent territory assignment, lead scoring, and routing
|
Customer and partner applications |
- eService, which allows your customers to create and track their own trouble tickets and service requests, and to search for answers to frequently asked questions (FAQs), through the Internet
- eSales, which allows your customers to browse though your company's products and services, customize them, and then purchase them, through the Internet
|
Customer retention |
- Comprehensive customer profile that is shared throughout the enterprise
- Sales tools that increase sales effectiveness and maximize time spent building relationships
- Tools for marketing analysis, campaign development, and execution
|
Analytics |
- Encapsulates best practices across Siebel Business applications
- Enables self-service access to intelligence across business applications
- Delivers proactive intelligence around trade funds, promotion evaluation, sales performance, and retail execution
- Uses existing enterprise data sources
|
Equipment and infrastructure |
- Management of physical assets available at a customer site
- Tracking of equipment sales to accounts
- Management of meters and assets
|
Fraud management |
- Integration with a back-office fraud management system
- Management of fraud alerts
- Definition of relevant thresholds for customer fraud profiles
- Classification of customer accounts to indicate the likelihood of fraud
- Management of customer accounts that are either late in settlement or delinquent
|
Order configuration and management |
- Siebel Configurator automates the generation of quotes and sales orders
- Tracking of relationships between sales, sales orders, and work orders
- Definition of process rules and automatic escalation of open sales orders
- Use of product parameters in generating sales orders
- Provisioning of sales orders through work orders
- Incorporating complex attributes such as style, color, size, and multiple ship-to destinations
|
Pricing management |
- A set of tools for defining pricing adjustments and the conditions under which they are applied
- An engine that evaluates condition statements and determines which pricing adjustments to apply
- A testing area that allows assessment of the pricing adjustments
- Integration with end-user interfaces such as Quotes, Orders, Siebel eSales, and Siebel Configurator
|
Information analysis and marketing |
- Analysis of customer information and measurement of campaign results with marketing analytics
- Creation and execution of targeted marketing campaigns
- Internet marketing with Siebel Marketing: integrated email campaigns, customized Web offers, personalized Web pages, Internet newsletters, and Internet surveys
|
Third-party and legacy integration |
- Prebuilt COM and CORBA interfaces to leading Operating System Software (OSS) and Enterprise Resource Planning (ERP) applications
- Integration mapping tools for cross-application process integration
- Siebel Enterprise Integration Manager (EIM), which allows bidirectional data exchange and synchronization
- Performing credit verification and address validation
- Maintenance of billing accounts through an external billing system
|
Service request management |
- Single platform for logging, assigning, managing, and resolving customers' problems
- Online solutions search capability
- Proactive customer notifications through email, pager, fax, and Internet
- Automatic escalation of overdue service requests
|
Up-selling and cross-selling |
- Scripting engine that identifies up-sell and cross-sell opportunities with every customer contact
- Provide an atmosphere of suggestive selling with the ability to build complex assortment plans
|