Account and Premises management |
Management of accounts through multilevel account hierarchies
that are based on complex account relationships Independent management of service accounts and billing accounts Tracking of physical facilities and network delivery points
through premises records Tracking of meters at service points 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 applications Query and display of billing information Management of payment information, payment plans, bill adjustments,
and bill profiles |
Call center optimization |
|
Credit management |
Integration with a back-office credit application 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 (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 |
Oracle’s Siebel Partner Relationship Management, which allows
your company to turn channel partners into an extended, virtual sales
and service organization through the Internet Oracle’s Siebel Self Service, 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 Oracle’s Siebel eSales, which allows your customers to use
the Internet to browse through your company’s products and services,
and to configure and purchase them |
Customer retention |
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 |
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 application 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 |
Oracle’s Siebel Configurator, which 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 |
Pricing management |
A set of tools for defining pricing adjustments and the conditions
under which they are 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,
Oracle’s Siebel eSales, Oracle’s Siebel Partner Relationship Management,
and Oracle’s Siebel Configurator |
Oracle’s Siebel Marketing |
Analysis of customer information and measurement of campaign
results with eIntelligence Creation and execution of targeted marketing campaigns Internet marketing with Siebel Consumer Marketing: Integrated
email campaigns, customized Web offers, personalized Web pages, Internet
newsletters, and Internet surveys |
Third-party and legacy integration |
Prebuilt Web services that provide interfaces to leading Operating
System Software (OSS) and Enterprise Resource Planning (ERP) applications Integration mapping tools for cross-application process integration Oracle’s 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
application |
Trouble ticket and service request management |
A means of 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 applications |
Upselling and cross-selling |
Scripting engine that identifies upsell and cross-sell opportunities
with every customer contact Product configuration that prompts the salesperson to propose
high-margin services Integrated asset management that provides information about
configuration at each service location |
Usage, billing, and service detail |
|