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 the right accounts get the right 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

• eChannel, which allows your company to turn channel partners into an extended, virtual sales and service organization through the Internet
• 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, configure them, and 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 eBusiness 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 should be 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, Siebel eChannel, and Siebel eConfigurator

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 eMarketing: 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