The Siebel Solution: Enabling the Customer-Driven Enterprise

For industrial manufacturers, Siebel Industrial Manufacturing delivers an industry-specific solution that enables them to manage relationships throughout the service lifecycle and across the entire demand chain. Marketing, sales and customer service are fully integrated, allowing manufacturers to improve sales effectiveness, maximize after-market parts and service revenue, decrease customer service costs, collaborate with dealers and distributors, and build customer loyalty and demand.

The Siebel Industrial Manufacturing solution consists of the following applications:

Siebel Call Center enables agents and engineers to manage, synchronize, and coordinate all customer 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 various product and service 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 industrial manufacturers a unified solution so they can become more competitive in their markets and highly effective in managing their customer relationships.
Siebel Service

Guiding and assisting service engineers in the industrial manufacturing industry through the entire service process, Siebel Service helps them to better serve and satisfy their customers. Customer service engineers can use Siebel Service to track customer service requests made by customers directly or by field engineers on a customer's behalf, and immediately route customer inquiries to the most appropriate service engineer based on the engineer's training, skills expertise (e.g., engines, hydraulics, pumps, generators, etc.), and availability. In addition, Siebel Service allows service engineers to leverage prior solutions, access technical documentation, integrate to external systems for technical schematics, and provide resolutions quickly and accurately. Ultimately, 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 Field Service

Siebel Field Service is the first mobile solution that enables industrial manufacturers to profitably manage all aspects of their field service operations. Using Siebel Field Service, manufacturers can manage field service activities with wireless messaging, call handling, preventative maintenance, break/fix service events, service inventory, dispatch and scheduling, warranties, invoicing, return materials authorizations (RMAs), quotes and orders, shipping and receiving, parts logistics and advanced parts exchange. Workflow management automatically assigns the most appropriate field service engineer to a service request based on product expertise, availability, service center geographic location, or other criteria. This product also provides out-of-the-box CTI, and pager, email, and barcode integration. Siebel Field Service gives field service engineers access to comprehensive information concerning appropriate tools, parts, and skills to ensure that the service issue is resolved quickly to get the equipment operational again, thus ensuring maximum uptime.
Siebel Web Service

Siebel Web Service allows industrial manufacturers to extend their service operations to the Internet by intelligently processing inbound emails and providing a complete web site to enable full 24x7 customer self- and assisted-service. Customers can quickly resolve their own problems and questions, and escalate unsolved issues to service engineer product experts. Customers can log service requests, access customer profiling information, request literature, review technical documentation, browse replacement parts, check order status, and receive Web-based training. Using Siebel Web Service, 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. Manufacturers 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 Web Service, manufacturers can significantly improve customer satisfaction, reduce the overall cost of service, and provide full 24x7 customer service availability.
Siebel Service Analytics

Siebel Service Analytics is a comprehensive, analytics solution that enables industrial manufacturers to empower every user with rich analytics that provide up-to-the-moment, actionable customer and business insight. Siebel Service Analytics gives service managers and executives the information and analytical tools they need to run a successful aftermarket parts and service

Siebel Service Analytics is a comprehensive, analytics solution that enables industrial manufacturers to empower every user with rich analytics that provide up-to-the-moment, actionable customer and business insight. Siebel Service Analytics gives service managers and executives the information and analytical tools they need to run a successful aftermarket parts and service

business. It allows them to analyze business performance quickly and effectively by using pre-built or ad hoc analytic reports. It allows executives to take proactive steps to correct service problems before they have a detrimental effect on the overall quality of service.
From a single, consolidated dashboard, managers can analyze critical service metrics including service contract performance and profitability, service activity by customer, service activity by product line, resolution times, product failure rates, service engineer productivity and overall customer satisfaction.
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Siebel Sales Applications

Sales organizations in the industrial manufacturing industry are under increasing pressure to skillfully manage a range of competencies in order to deliver their revenue goals¡ªall in an extremely challenging economic environment. Whether the challenge is revenue forecasting, sales effectiveness, or motivation and focus of sales professionals, companies must find better ways to increase product knowledge among their salespeople and consistently apply best practices across their entire sales organization. Siebel Sales Applications help selling organizations in the industrial manufacturing industry grow revenues more quickly, predictably and profitably by enabling sales collaboration across business units and product lines and ensuring sales teams respond more quickly and cogently to customers across a variety of channels.
Siebel Sales

Siebel Sales enables field sales organizations to sell collaboratively across business units, product lines, geographies, time zones, and currencies to meet the needs of even the largest industrial manufacturers. With Siebel Sales, field sales professionals in the industrial manufacturing industry can accurately forecast future business, generate customized presentations and proposals, and easily produce customer communications such as personalized invitations, thank you notes, letters, and other correspondence. Field sales organizations can use Siebel Sales to seamlessly share information across sales teams spanning business units and product lines, manage sales pipelines, rapidly create customer quotes and proposals, easily configure products and services to meet the unique needs of each customer, and provide superior after-sales service and support.
Siebel Mobile Sales

Sales professionals require anytime, anywhere access to critical account and product information, to gain competitive advantage, close more deals and grow revenue faster and more profitably. Siebel Mobile Sales support sales professionals who frequently work outside of their connected office environments, empowering them with an intuitive mobile technology that enables improved field force effectiveness and efficiency through access to customer and product information at the point of customer contact.
Siebel eSales

Siebel eSales is a comprehensive Web-based application that supports unassisted business-to-business selling via the Internet, and enables manufacturers to rapidly establish an online selling channel that complements and extends their existing field, call center, and indirect selling channels. With Siebel eSales, customers can search for a variety of industrial equipment from machinery and tools to industrial electronics 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. industrial manufacturers 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 Analytics

Siebel Sales Analytics is a complete next-generation analytics solution that delivers unparalleled levels of information richness and usability, allowing sales executives to analyze pipelines and evaluate the performance of the entire sales network. Using Siebel Sales Analytics, sales executives can identify trends in sales cycle length, win rate, and average deal size to gain vital insight into the competitive landscape. Siebel Sales Analytics provides the entire sales organization, from senior management to the individual salesperson, with up-to-the-moment and proactive intelligence that enables them to optimize sales efforts and to ensure they focus on the right opportunity at the right time.

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Siebel Customer Order Management Applications

In the industrial manufacturing industry with highly complex products and service offerings, manufacturers need assistance to sell more efficiently and effectively by streamlining the intricate sales process. Siebel Customer Order Management Applications enable manufacturers with a suite of tools to facilitate the progression of the sales cycle from initial needs analysis, to solution selection, configuration, quotation and ordering.
Siebel Advisor

Designed to assist customers in the selection and purchasing of products and services regardless of the sales channel used, Siebel Advisor helps industrial manufacturers to understand their customers' unique needs and recommend the products and services that are most relevant to that particular customer. Siebel Advisor acts as a virtual sales advisor and recommendation assistant that provides situational advice through interactive questions and customer choices to engage customers across multiple channels¡ªincluding the Web, telesales, direct sales force and dealer and distributor networks.
Siebel Quotes

Siebel Quotes ensure that customer quotes are accurate and profitable. Siebel Quotes allows industrial manufacturers to negotiate sales with prospects based on a variety of factors, including products, price, availability, and other terms and conditions. With Siebel Quotes, manufacturers can more effectively map solutions to customer needs by presenting 'what-if' scenarios to achieve the optimal terms and conditions of the sale. Siebel Quotes streamlines the quote development process by routing quote exceptions for approval, ensuring compliance among customers, partners and employees.
Siebel Configurator

Siebel Configurator provides a comprehensive solution that ensures complex orders and quotes are accurate, complete, and valid. Siebel Configurator enforces business rules while delivering context-based messages that facilitate up-selling and cross-selling, leading to higher value orders. Used internally to improve sales productivity and order accuracy, or externally via a company's Web site to help guide buyers through product selection and customization, Siebel Configurator allows customers, employees and partners to configure the ideal solution for each customer's needs
Siebel Pricer

Siebel Pricer ensures consistent pricing across the organization, eases the burden and expense of price management, increases corporate agility, and enhances customer satisfaction. Using Siebel Pricer, manufacturers can develop, manage and deploy complex pricing rules, providing specialized pricing by product, account, or other pricing criteria. Siebel Pricer also increases business agility by allowing easy adaptation of pricing models and quick response to changing market conditions. Siebel Pricer's "Model Once, Deploy Everywhere" philosophy ensures that the same pricing models and rules are applied across all sales channels.
Siebel Orders

With Siebel Orders, order information can be organized, managed, and synchronized into a single repository for access by the manufacturer and their extended business network, enabling a consistent and consolidated view of customer and order information across any channel. Customers can enjoy a satisfying buying experience and know when to expect the delivery of parts and services. In addition, Siebel Orders helps to increase employee productivity by reducing the time it takes to generate valid orders and to eliminate costs associated with reworking orders.

Siebel Marketing Applications

In the industrial manufacturing industry, the marketing challenge is more than improving the results of direct mail or telesales campaigns, or sending out more emails. Rather, it is about building the quality and value of the small number of customer relationships within the industry and instilling loyalty for a lifetime. It is about understanding the value of each of these customers and treating different customers differently. It is about building trust by interacting with the customer in ways that reflect a complete understanding of their needs and preferences. This includes interacting with customers anytime they want through their preferred channels and maintaining a continuous dialogue synchronized across all channels. The Siebel Marketing Applications provide a complete closed-loop solution that enables industrial manufacturers to better understand their customers; flawlessly execute personalized campaigns synchronized across all channels; and optimize strategies through continuous test, measurement and feedback.
Siebel Marketing

Siebel Marketing Applications enable manufacturers in the industrial manufacturing 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 industrial manufacturers to develop and refine their marketing and sales strategies. Customer analysis provides in-depth profiling information; enabling manufacturers to better understand their customer preferences, buying behavior, revenue, and profitability. By integrating customer information from multiple external and internal sources, manufacturers 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 manufacturers, 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 manufacturers to measure, monitor, and track campaign success in terms of response rate, revenues, return on investment, and lead quality. With Siebel Marketing, manufacturers can dynamically generate presentation-quality briefing reports covering sales trends, product performance, and campaign effectiveness.
Siebel eMarketing

Siebel eMarketing enables industrial manufacturers to create, execute, and assess Web-based marketing campaigns. With Siebel eMarketing, industrial manufacturers 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. Manufacturers can use Siebel eMarketing to immediately extend their global reach by using the Internet as a cost-effective, productive marketing channel.
Siebel Marketing Analytics

Siebel Marketing Analytics is a complete, next-generation analytics solution that delivers high levels of information richness, usability, and reach, enabling manufacturers to get maximum results from their marketing investments. By leveraging this information, marketers are better able to understand their customers' preferences, buying behavior, and value, thereby ensuring optimal targeting and promotional strategies. It provides the in-depth customer and business insight that manufacturers need to identify their most important customers, predict future results, and mount productive multichannel marketing campaigns.

Siebel Partner Relationship Management Applications

Within the industrial manufacturing industry, dealers and distributors play a prominent role in the sales and service activities. A critical challenge for manufacturers is how to effectively collaborate with these third-party organizations in selling and servicing customers.
Siebel Partner Relationship Management (PRM)

With Siebel Partner Relationship Management (PRM), manufacturers are provided with a highly effective medium for communicating with their dealers and distributors in ensuring that these partners have the necessary information and skills to increase win rates on deals and to provide high-quality, consistent service to their joint customers. Manufacturers can deliver sales leads as well as service requests to the right distributor automatically based on the distributor's skills and profile, or allow distributors to file and track sales leads and service requests on behalf of the end customer. Sales support and call center costs are greatly reduced by allowing dealers and distributors to perform online self-service.
Siebel Partner Analytics

Siebel Partner Analytics provides manufacturers with powerful performance management capabilities and comprehensive analytic tools to deliver in-depth information on the performance of individual dealers and distributors, segments of partners or all partners together. Siebel Partner Analytics provides nearly 200 pre-built reports and ad hoc analytic tools, enabling senior executives to quickly evaluate the effectiveness of their collaborative sales, service and marketing activities.
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Siebel Employee Relationship Management Applications

To achieve success in today's challenging and dynamic macro-economic environment, industrial manufacturing executives must rapidly identify market changes, adjust the corporate operating plan, and rapidly realign the organization to execute against the new strategy. Yet, most large, global industrial manufacturing organizations cannot respond quickly because their disparate systems, business processes, operating plans, and communications do not easily span organizational boundaries creating a "strategy-execution" gap.

Siebel Employee Relationship Management (ERM) enables industrial manufacturers to close the strategy-execution gap and consistently deliver on their corporate strategies. Comprised of more than 25 fully integrated applications, Siebel ERM is the industry's broadest and most comprehensive suite of packaged ERM applications for executives, managers and employees. Based on five guiding principals¡ªalignment, managing performance, continual communication, workforce development and streamlining access to company resources¡ªSiebel ERM enables manufacturers to drive superior business execution by rapidly aligning organizations around key objectives and generating exceptional business unit and individual employee performance.

Siebel Business Analytics Applications

To build business advantage, organizations need to empower all users, not just the few, with rich customer insight, the power to measure the performance of their operations in real-time, and the means to take immediate corrective action if necessary. Siebel Business Analytics is an end-to-end next-generation analytics solution that provides all users with up-to-the-moment, actionable customer and business insight. Insight based on best practices. Insight that is complete and unlocks the value hidden in data silos by spanning real-time and historical sources across the enterprise. Seamlessly integrated with all Siebel applications, Siebel Business Analytics drives more intelligent actions and interactions, dramatically improving responsiveness, effectiveness and competitive advantage.

Siebel Business Analytics offers prebuilt and fully configurable topical analytic applications that embody best practices and address key functional areas across all Siebel applications. Seamlessly integrated with Siebel operational applications, these analytic applications allow organizations to quickly provide users key business metrics in ready to use reports, in-context tailored to their business function and industry.

The Siebel Analytic Applications family includes:

Siebel Sales Analytics
Siebel Marketing Analytics
Siebel Service Analytics
Siebel Partner Analytics
Siebel Executive Analytics

Siebel Answers complements Siebel Analytic Applications by allowing manufacturers to provide self-service access to relevant, timely and actionable intelligence to any user over the device of their choice. With Siebel Answers, any user can easily get real-time answers to ad hoc business questions, explore and interact with the results, create charts, pivot tables and reports, and save, organize or share the results. By providing true self-service access to personalized and actionable intelligence through a pure web and zero-footprint client, users throughout the extended enterprise are able to seize opportunities, correct problems and proactively monitor key performance measurements.

Universal Application Network

Universal Application Network provides the only architecture to achieve real-time visibility into business processes across and beyond the enterprise. Not only does Universal Application Network enable industrial manufacturers to quickly deploy business processes, but it also gives them the flexibility to modify processes on the fly in response to fast-changing market, competitive, and customer dynamics.

With Universal Application Network, industrial manufacturers are not locked into the proprietary and inflexible architecture of a single vendor. They have the freedom to choose best-in-class applications and technology for such areas as CRM, Technical Documentation, and Product Data Management, and they can easily remove or replace applications as best suit their needs.

Through Universal Application Network, manufacturers can finally realize the strategic benefits of intra- and inter-enterprise, cross-application integration at dramatically reduced cost, complexity, and time to deployment. For complete information, download the Universal Application white paper