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
• Assignment of standard terms, conditions, and features
• Tracking to make sure that agreements and service entitlements are fulfilled

Analytics

• Encapsulation of best practices across Siebel Business Applications
• Self-service access to intelligence across business applications
• Proactive intelligence for trade funds, trade promotion evaluation, sales performance, and retail execution
• Use of existing enterprise data sources

Audit trail

• Creation of a history of all the changes that were made to various kinds of information
• Record of who accessed an item, the operation performed, when it was performed, and how the value was changed
• Security maintenance, examination of the history for a record, and modification documentation 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 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 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

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 late in settlement or delinquent

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

Order configuration and management

• Automated generation of quotes and sales orders with Siebel Configurator
• 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
• Incorporation of complex attributes such as style, color, size, and multiple ship-to destinations

Pricing management

• Set of tools for defining pricing adjustments and the conditions under which they are applied
• Engine that evaluates condition statements and determines the pricing adjustments to apply
• Testing area that allows assessment of the pricing adjustments
• Integration with end-user interfaces such as Quotes, Orders, Siebel eSales, and Siebel Configurator

Service request management

• Single platform for logging, assigning, managing, and resolving customer problems
• Online solutions search capability
• Proactive customer notifications through email, pager, fax, and Internet
• Automatic escalation of overdue service requests

Third-party and legacy integration

• Prebuilt COM interfaces to leading Operating System Software (OSS) and Enterprise Resource Planning (ERP) applications
• Integration mapping tools for cross-application process integration
• Bidirectional data exchange and synchronization provided by Siebel Enterprise Integration Manager (EIM)
• Credit verification and address validation
• Maintenance of billing accounts through an external billing system

Up-selling and cross-selling

• Scripting engine that identifies up-sell and cross-sell opportunities with every customer contact
• Building of complex assortment plans to provide an atmosphere of suggestive selling