Siebel Consumer Goods is an integrated marketing, sales, and customer service business solution that enables consumer goods companies to manage broker, distributor, customer and consumer relationships throughout the demand chain. With Siebel Consumer Goods, manufacturers can...
Increase trade marketing effectiveness and improve account management
Reduce costs through the integration of customer-facing and back-office business processes across all touchpoints
Seize new market opportunities through collaboration across the demand chain
Build consumer demand and brand loyalty by understanding and anticipating changing consumer preferences
Consumer Goods Brochure
Siebel Consumer Goods is specifically designed to meet the needs of a broad range of consumer goods companies. Based on Siebel Systems' proven, configurable, highly-scalable, and fully Web-based architecture, it provides support for multiple computing platforms while delivering a high total value of ownership.
Industry-specific functionality includes complete consumer response, key account management, brand management, trade management, retail account management, call center and field service solutions critical to the success of sales, marketing and customer service professionals. The Siebel Consumer Goods product suite consists of the following applications:
Siebel Marketing Applications for Consumer Goods
Siebel Marketing Applications enable organizations in the consumer goods industry to align campaigns with appropriate target audiences; plan and execute highly personalized campaigns with the right message at the right time; use preferred communication channels; and measure, monitor, and refine campaign performance to ensure optimal return on investment.
Business Analysis and Planning
Siebel Marketing provides extensive pre-built market, customer, product, and geographical analyses, empowering consumer goods organizations to develop and refine their marketing and sales strategies. Customer analysis provides in-depth profiling information; enabling organizations to better understand their customer and consumer preferences, buying behavior, revenue, and profitability. By integrating customer information from multiple external and internal sources, organizations can identify and capitalize on emerging trends in key markets, and focus their marketing and sales efforts on the highest yielding market segments.
Complete Campaign Management
Siebel Marketing supports comprehensive campaign management, enabling organizations, to develop and deploy sophisticated multi-step marketing campaigns across multiple channels. Campaigns can target groups or individuals and include different orders, creative approaches, and channels.
Measurement and Reporting
Siebel Marketing also enables organizations to measure, monitor, and track campaign success in terms of response rate, revenues, return on investment, and lead quality. With Siebel Marketing, organizations can dynamically generate presentation-quality briefing reports covering sales trends, product performance, and campaign effectiveness. Siebel eMarketing
Siebel eMarketing enables organizations to create, execute, and assess Web-based marketing campaigns. With Siebel eMarketing, consumer goods companies can segment their customer and prospect bases; target them with personalized, dynamically generated Web- or email-based communications or promotions, including eNewsletters and Web-based surveys; and view OLAP-based graphical reports that assess the effectiveness and return on investment of each campaign. Organizations can use Siebel eMarketing to immediately extend their global reach by using the Internet as a cost-effective, productive marketing channel. For instance, a marketing campaign consisting of an email to a consumer can generate interest for a specific product promotion directing the consumer to a specific retail store. Siebel Business Analytics
Siebel Consumer Goods Analytics provides manufacturers with a pre-built data warehouse designed to support a wide range of analyses, including orders, trade promotions, funds, activities, sales performance and more. The Siebel open architecture allows the data warehouse to be accessed using a variety of 3rd party analytical tools, and pre-built data extractors and analytic adapters ensure that a broad scope of data is accessible for in-depth analysis. Siebel Business Analytics delivers a large selection of standard sales, marketing, service, partner and executive reports, and allows users to quickly and easily build new, ad-hoc analyses. Pre-built sales analyses include customer profiling, trade promotion and sales effectiveness, retail audit results and funds management. Pre-built executive analyses include account, marketing, product, sales and service summaries.
Siebel Sales Applications for Consumer Goods
Siebel Sales enables field sales organizations to sell collaboratively across geographies, time zones, and currencies, and scales to meet the needs of even the largest global deployments. With Siebel Sales, field professionals in the consumer goods industry can accurately plan and forecast by account or store, generate customized presentations and proposals, and easily produce personalized customer communications.
Sales organizations can use Siebel Sales to seamlessly share information across sales teams, manage authorized product distribution lists, create corporate and account-specific promotions, rapidly create customer account plans, plan sales volume targets, manage trade fund expenditures, easily resolve deductions, and execute effectively at retail to meet the unique needs of each customer and provide superior service and support. Siebel eSales
Siebel eSales is a comprehensive Web-based application that supports unassisted business-to-business and business-to-consumer selling via the Internet, and enables organizations to rapidly establish an online selling channel that complements and extends their existing field, call center, broker, and indirect selling channels.
With Siebel eSales, customers and end consumers can search for products in a rich multimedia catalog, configure custom product and service solutions, place orders, confirm that the orders are valid and deliverable, and check on order status. Organizations can use Siebel eSales Web personalization to maximize each customer interaction by dynamically suggesting the right products and services based on a customer's profile, specific environment, current requirements, and buying patterns. Siebel Sales Volume Planning
Siebel Sales Volume Planning enables users to manage the often complex and time-consuming sales planning process. This functionality provides the ability to establish a basis from which future volume will be derived and allocate/aggregate the sales volume up/down an organizational and product hierarchy. Siebel Sales Volume Planning is tightly integrated with Siebel Trade Promotions, enabling more accurate baseline and incremental forecasts and the ability to evaluate performance with visibility to shipment and consumption data. Siebel Trade Promotions
Siebel Trade Promotions empowers sales professionals to be significantly more effective, helping them manage the trade planning cycle and increase the value of each promotion. This specific functionality for trade promotions planning allows users to manage customer promotion plans and the funds to support them effectively. Promotions can be quickly planned and executed for measured success.
Siebel Trade Promotions offers robust functionality that enables powerful promotion planning and simulation for accounts, including trade funds allocation against promotions, category level planning, flexible promotion setup and commitment, funds checkbook management, and promotion plan performance comparison and analysis. This seamlessly integrated trade promotions planning module is tightly integrated with the base Siebel Consumer Goods Applications to provide key account managers all the relevant information required to build effective key account plans and increase overall sales productivity and effectiveness. Siebel Deductions
Siebel Deductions enables headquarters-based customer financial service representatives and field-based key account managers to receive, research, and clear deductions, thereby streamlining the business process for handling deductions and reducing the administrative cost and amount of days outstanding for deductions. Deduction management enables users to view key information pertinent to clearing deductions such as promotions, contracts, remittance, and correspondence while providing a mechanism for clearing deductions through trade fund payments or chargebacks. Siebel Retail Execution
Siebel Consumer Goods provides a comprehensive set of retail execution capabilities that enable retail sales representatives to execute tactics against a retail strategy with measurable precision and efficiency.
Retail execution functionality in Siebel Consumer Goods enables users to create and manage outlet-specific, authorized product distribution lists, and to create and manage retail objectives that provide representatives with targeted activities to complete at the store level. Siebel Consumer Goods also enables representatives to seamlessly create and schedule routes in order to streamline efficiency and maximize call productivity. In addition, Siebel Consumer Goods enables representatives to manage the execution of retail objectives with comprehensive execution tools that include store shelf condition tracking and retail assessments. Siebel Handheld
Siebel Handheld provides mobile and remote consumer goods sales and service professionals with full access to customer, product and activity information on a wide variety of lower cost, handheld devices.
Complete functionality, integrated with Siebel Consumer Goods, is provided through the device, to support retail merchandising, pre-sales, delivery and van sales functions. Brand owners can promote products more effectively by targeting the right accounts and streamlining outlet visit activities, improve merchandising strategy by collecting detailed outlet information, and maximize van sales with full order to cash cycle functionality support. Siebel Collaborative Assortment Planning
Siebel Systems' Collaborative Assortment Planning functionality was developed to meet the exacting needs of the Apparel and Footwear industries, but is equally applicable for consumer goods manufacturers. This functionality streamlines the pre-season product planning process by allowing vendors and retailers to collaboratively plan for future seasons.
Account managers can create seasonal assortment plans containing style/color mixes and delivery information for a retailer, and then-via the Internet-retail buyers can view the seasonal assortment plans and make modifications and adjustments as necessary. Once the plans are agreed upon, the demand information can be aggregated and be interfaced to back-end supply chain planning systems. Siebel Complex Order Capture
Siebel Systems' Complex Order Capture functionality enables vendors to capture orders from customers anytime, anywhere, and via any medium. For example, account managers at a customer site can configure complex orders with multiple ship-to addresses and delivery dates using a laptop computer; customer service representatives in a call center can up-sell and cross-sell promoted products; or on the Internet, customers can easily place orders for immediate delivery on a 24x7 basis.
Siebel Service Applications for Consumer Goods
Siebel Field Service
Siebel Field Service is the first mobile solution that enables consumer goods manufacturers to profitably manage all aspects of their field service operations.
Using Siebel Field Service, organizations can manage field service activities, preventative maintenance, break/fix service events, service inventory, dispatch and scheduling, warranties, invoicing, return materials authorizations (RMAs), quotes and orders, shipping and receiving, and advanced parts exchange. Workflow management automatically assigns the most appropriate field service engineer to a service request based on product expertise, availability, geography, or other criteria. This product also provides out-of-the-box CTI, and pager, email, and barcode integration. Siebel Field Service gives field professionals access to comprehensive information concerning appropriate tools, parts, and skills to ensure that the service issue is resolved during the first visit. Siebel Call Center
Increasingly, consumer goods organizations are transforming their call centers from narrowly focused, logistics- and back office-centric operations into next-generation contact centers that offer far more sophisticated customer sales and service capabilities. In doing so, they demand software solutions that are extremely scalable yet cost effective.
Siebel Call Center is specifically designed for this next generation of contact centers, enabling consumer goods organizations to provide world-class customer service, generate increased revenue, and create a closed-loop information flow seamlessly over multichannel sales, marketing, and customer service operations. Siebel Call Center empowers agents at every level by providing up-to-the-minute information and in-depth customer and product knowledge. This approach enables quick and accurate resolution to problems ranging from trade promotions and deductions to consumer affairs, and generates greater selling opportunities to both customers and consumers.
Siebel Call Center enables agents to manage, synchronize, and coordinate all customer and consumer interactions over multiple communication channels such as the Web, telephone, fax, email, interactive voice response (IVR) systems, and voice over IP. Using Siebel Call Center, company personnel become customer relationship managers, combining support over a broad range of products and services and adding value by proactively informing customers about targeted offerings that meet their specific requirements.
By providing the most comprehensive integrated multichannel sales, marketing, and customer service capabilities available today, Siebel Call Center gives consumer goods organizations a unified Business solution so they can become more competitive in their markets and highly effective in managing their customer relationships. Siebel Service
Guiding and assisting service professionals in the consumer goods industry through the entire service process, Siebel Service helps them to better serve and satisfy their clients. Customer service representatives can use Siebel Service to track customer service requests from both customers and consumers, leverage prior solutions, and provide resolutions quickly and accurately, as well as provide order status information and immediately route customer inquiries to the most appropriate agent based on the agent's training, expertise, and availability. Additionally, Siebel Service ensures that each service request is resolved within the agreed upon time, using automated workflow and escalations to route, monitor, and resolve each inquiry. Siebel eService
Siebel eService for Consumer Goods provides the most comprehensive solution for Web- and email-based customer service, enabling customers to solve their own service issues, log service requests, access customer profiling information, request literature, review product information, and receive Web-based training.
Using Siebel eService for Consumer Goods, customers are seamlessly integrated into a manufacturer's virtual enterprise, thereby providing an environment that seamlessly enables both the manufacturer and the customer to exchange ideas and information for faster decision making and increased business results. Organizations can also proactively notify customers of important events via email, acknowledge the receipt of a service request, and automatically inform the customer of the resolution. By deploying Siebel eService, organizations can significantly improve customer satisfaction, reduce the overall cost of service, and provide full 24x7 customer service availability.
Siebel Partner Applications for Consumer Goods
Siebel eChannel provides third parties, such as brokers and distributors, with seamless access through the Internet to customer information bi-directionally for contracted account management. Brokers are able to view product and promotion information, update customer profile records, enter trade promotions plans, resolve deductions, and receive Internet-based training. Brokers and manufacturers realize improved relationships and business productivity as a result of the 24x7 bi-directional exchange and coordination of information. Additionally, Siebel eChannel lowers overall costs by allowing consumer goods organizations to manage brokers as extended virtual sales organizations. Through all interactions, sophisticated security rules ensure that sensitive information is kept completely confidential.