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Scenario for Setting Up and Managing Products

Marketing administrators and customer service representatives perform the process in this example scenario for managing products. Your company might follow a different process according to its business requirements.

The marketing administrator for a beverage and vending machines manufacturing company sets up and manages the company's products. The administrator sets up two catalogs for the company, Beverages and Vending Machines. He adds product categories and subcategories to each catalog, structured according to the business needs of his company. He then adds products and product details such as features, comparison features, and marketing literature. He creates product lines, and then associates products to product lines. Finally, the administrator creates different price lists for various geographic locations, currencies, and customers.

A customer service representative from the company receives a call from a customer in California who is interested in one of the company's vending machines. By navigating through the Siebel Business Application, the representative can describe the product's key features and component products. During the conversation, the customer expresses an interest in features that are available in a higher-end model. Immediately, the representative can give the customer a feature-by-feature comparison of the two models and quote prices from the California price list. The representative can then follow up by sending the customer more detailed information, such as product brochures, using email or fax.

The service representative can also navigate through the Beverages catalog to help the customer decide the items to stock in the vending machine.