Table 3. Siebel eCommunications and Siebel eMedia Solutions for Key Business Issues
Business Issue
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Siebel eCommunications and Siebel eMedia Solutions
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Account and Premises management
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- Management of accounts through multilevel account hierarchies based on complex account relationships
- Independent management of service accounts and billing accounts
- Tracking of physical facilities and network delivery points through premise records
- Tracking of meters at service points
- Management of account and customer information through profiles
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Agreement management
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- 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
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Audit trail
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- 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
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- Integration with back-office billing systems
- Query and display of billing information
- Management of payment information, payment plans, bill adjustments, and bill profiles
|
Call center optimization
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- 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
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- Integration with a back-office credit system
- Management of credit alerts
- Notification of customers who are delinquent in payments
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Customer acquisition
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- Analytical tools for segmenting prospects and developing targeted campaigns
- Campaign management tools for developing and executing multichannel campaigns
- Prebuilt performance analysis tools
- Call scripting (providing text that uses proactive selling and retention techniques for employees to use when speaking with customers)
- Territory assignment, lead scoring, and routing
|
Customer and partner applications
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- Siebel Partner Relationship Management, which allows your company to turn channel partners into an extended, virtual sales and service organization through the Internet
- Siebel 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
- Siebel eSales, which allows your customers to use the Internet to browse though your company's products and services, and to configure and purchase them
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Customer retention
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- Customer profile that is shared throughout the enterprise
- Profile analysis to predict customer churn
- Generation of win-back actions
- Sales tools that increase sales effectiveness and maximize time spent building relationships
- Tools for marketing analysis, campaign development, and execution
|
Equipment and infrastructure
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- Management of physical assets available at a customer site
- Tracking of equipment sales to accounts
- Management of meters and assets
|
Fraud management
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- 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
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- 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 classes and attributes, and product bundles in generating sales orders
- Provisioning of sales orders through work orders
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Pricing management
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- 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 Partner Relationship Management, and Siebel eConfigurator
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Siebel Marketing
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- Analysis of customer information and measurement of campaign results with eIntelligence
- 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
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Third-party and legacy integration
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- 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
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Trouble ticket and service request management
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- Single platform for logging, assigning, managing, and resolving customers' problems, including network problems or outages affecting customers
- Online solutions search capability
- Proactive customer notifications through email, pager, fax, and Internet
- Automatic escalation of overdue trouble tickets and service requests
- Integration with external outage management systems
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Upselling and cross-selling
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- Scripting engine that identifies upsell and cross-sell opportunities with every customer contact
- Product configuration system that prompts the salesperson to propose high-margin services
- Integrated asset management system that provides information about configuration at each service location
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Usage, billing, and service detail
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- Access to customer usage and service information
- Summary customer data for account analysis
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