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Siebel Analytics Service Business Scenario

This scenario is an example of a process flow performed by several employees in a software company's service organization. The organization provides services over the telephone and through a field service organization. Your organization may have a different process flow.

Vice President of Services

The vice president of services uses Siebel Service Analytics to get an overview of the service organization's performance, at present and over time. Every day, the vice president accesses the Executive Analysis option.

The Overview page shows a list of the customers that have the highest numbers of critical open service requests. The vice president drills down into the chart named Resolution by Region and observes that the North region has a high number of open issues. The vice president decides to contact the director of the North region to offer assistance.

The vice president then checks the Financial Performance page to view revenue attainment for the current quarter. The vice president observes that several telesales representatives are experiencing difficulty moving their large opportunities through the pipeline. The vice president contacts these representatives, learns that a conference call with each of the targeted prospects would expedite the movement of the opportunities through the pipeline, and schedules the calls.

Call Center Manager

The call center manager uses Siebel Service Analytics to review daily operations of service teams. The manager accesses the Manager Analytics option. This shows the service loads for each employee on the team.

The manager observes that several employees have unusually high loads. To investigate this, the manager goes to the Operations page and analyzes the Overdue Activities by Employee report. After speaking with several service technicians, the manager dispatches more technicians to the overloaded area before it becomes a customer service performance issue.

Next, to prepare for a weekly meeting, the manager goes to the Service KPI page and views the latest report on performance indicators. The report shows first time fix rates, costs per service call, a list of the most satisfied customers, and a list of the least satisfied customers. Service Analytics updates the information every time the manager accesses the report. The time that the manager used to spend collecting this information each week can now be used to focus on other tasks.

Call Center Agent

The call center agent uses the information provided by Siebel Service Analytics to perform tasks more efficiently. Every day, the call center agent accesses the Employee Analytics option.

The To Do List page lists the telephone calls that the agent needs to make as soon as possible. This list is populated from the call center's Interactive Voice Response (IVR) system. It lists high-value customers who placed calls earlier in the day, but were unable to complete the calls. This list helps the agent make sure that these customers get service.

After completing the tasks on the To Do List page, the agent goes to the Performance page. This shows the agent's response time on assigned calls and the results of customer satisfaction surveys from those calls. The agent uses this information to identify areas that need improvement and begins working on an improvement plan.

Field Service Representative

The field service technician uses Service Analytics to prepare for service calls. The technician is about to visit a customer who purchased an annual service contract that is now up for renewal. The technician wants to upsell an extended service agreement to this customer. The technician accesses the Agreements dashboard, looks at the Service History page, and determines that a service contract saved the customer money.

The technician prints the service history and takes it on the service call. At the completion of the service call, the technician uses the information the Service History page to sell the customer an extended service agreement.


 Siebel Analytics User Guide 
 Published: 18 April 2003