Siebel Automotive is a comprehensive suite of business applications that allows automotive organizations to manage, synchronize, and coordinate all customer touch points including the Web, call center, field organization, and retailer networks. Siebel Automotive is designed to meet the most demanding sales, marketing, service, and Web interaction requirements of car companies, importers, distributors, and dealers. Siebel Systems 'easy- to-use solution offers unprecedented functionality for the car company or dealer seeking to leverage customer knowledge to manage leads; develop targeted marketing campaigns; deploy outbound or inbound call centers; and facilitate sales and service activities directly, over the Internet, or through dealer channels.

Siebel Automotive leverages the core Siebel CRM functionality (Siebel Sales, Siebel Service, Siebel Call Center, and related products) and builds upon it specific functionality that car companies require. This industry-specific "verticalization" allows organizations to deploy strategic initiatives at a lower total cost of ownership. By providing a base industry- specific multichannel eBusiness solution with significant out-of-the-box functionality, Siebel Automotive allows organizations to lower customization costs, shorten implementation timeframes, reduce maintenance costs, and lower implementation risk. Siebel Automotive shares the same flexible architecture of the core Siebel products and adds the functionality required to best support the automotive and related vehicle industries 'specific functionality needs.

By using Siebel Automotive, organizations can ensure that customers can choose the channel of interaction that best fits their needs while ensuring that follow-up activities and information obtained are seamlessly shared across the enterprise. The result is an enhanced ability to satisfy customers virtually anytime, anywhere, through any sales or service channel.

The following products are available from the Siebel Automotive suite:


Siebel Automotive Call Center

The Siebel Automotive Call Center application provides car company call center agents with a single, intuitive desktop to manage all customer interactions. The application is well suited for blended call center agents handling inbound customer calls such as technical assistance, product information, or roadside assistance as well as outbound customer calls such as telemarketing activities. Siebel Automotive Call Center is equally appropriate for car companies to provide business and technical support to their dealers. The call center application can be enhanced with Siebel Systems 'out-of-the-box computer telephony integration (CTI)option to connect callers automatically with the most qualified agent.
Siebel Automotive Sales

The Siebel Automotive Sales application can be deployed by car companies to manage fleet and retail sales and can be deployed by dealers to manage showroom control and leads. In addition, Siebel Automotive Sales allows mobile field representatives to work in a disconnected mode from their corporate networks and still optimize the application.

Siebel Automotive Sales provides a fully integrated set of selling process support applications that enable car companies and dealers to close more business with customers and to improve customer satisfaction. It enables customers to:

Manage prospect and customer information
Create and aggregate sales leads from all sources including the Internet, showroom, call center, and third-party sources
Automatically or manually assign leads to the most qualified salesperson
Manage a sales lead through the entire life cycle
Automatically trigger a series of best practice activities to ensure consistent application of the best selling model for each type of transaction
Configure a vehicle or vehicles for the customer and prepare quotes, presentations, and proposals to document the relationship and set expectations
Search vehicle inventory and allocate a selected vehicle to a quote
Provide for sharing of information on products, competition, partners, and the specific opportunity to all members of the selling team and supporting organizations
Provide the customer the flexibility to maintain ongoing contact through personal, phone, mail, email, or Internet communications without needing to restart the transaction, while ensuring that all team members are updated with the current status regardless of the context of the interaction
Provide management insight into aggregate and detail views of sales opportunities and pipeline progress to aid in coaching and process improvement

Siebel Automotive Service

The Siebel Automotive Service application is designed to support car company and dealership service professionals who capture and resolve customer-reported problems. The application utilizes a number of tools that an agent can use to solve a customer problem in a single interaction. In the event that a problem is not resolved immediately, Siebel Automotive Service can be used to automatically assign responsibility to the employee, dealer, or service center that is best suited to resolve the problem.

Siebel Automotive Service provides the following specific benefits:

Provides a true multichannel communications capability to the customer to initiate and track service activities via email, phone, collaborative Web interaction, wireless device, fax, traditional mail, or personal visit
Maintains the context and history of the customer 's service interactions across channels and various team members
Verifies warranty eligibility at the vehicle or component level when accepting the service request
Provides customer service representatives with access to comprehensive customer histories, including vehicle detail, frequently asked questions, and solutions to enable efficient resolution, cross-selling, and up-selling
Enables the assignment of responsibility for all or part of the solution to car company or dealer personnel and triggers follow-up activities and escalation rules
Captures product issues and triggers corrective actions to improve product quality and customer satisfaction
Captures updated customer and vehicle information during the service process to improve customer data quality
Provides customer satisfaction survey capabilities via the Web or through traditional mail and phone channels
Automatically generates preventive maintenance service reminders for vehicles based on sensor readings or time intervals

Siebel Marketing

Closed-loop marketing is the process of understanding the customer, designing effective marketing campaigns, executing the campaigns across all touch points, measuring and tracking the results, and then using this knowledge to refine and create even more effective campaigns. Through the cycle of closed-loop marketing, marketers continually improve their tactics and response rates by making more compelling offers, segmenting customers more precisely, and timing their campaigns and offers more effectively.

Siebel Marketing automates the entire campaign management process, including flexible market segmentation, campaign design, list and message management, financial modeling, and execution of highly targeted and personalized campaigns across all channels: telesales, dealers, field sales, direct mail, email, wireless, and the Web. Once executed, results of all campaigns are automatically tracked for analysis. This allows marketers to reach their prospects by each prospect 's preferred method, with full knowledge of what messages are being conveyed through other channels. Car companies and dealerships can use Siebel Marketing to conduct promotions for their customers and prospects either directly or collaboratively with their dealers through multiple channels. Siebel Marketing features include:

A sophisticated graphical campaign design tool to create multistage, multichannel, and event-triggered campaigns
Participation in multistage collaborative marketing efforts (promotional campaigns, events, and so on)and execution of these efforts across multiple channels
Financial management and activity management tools to facilitate the planning and ongoing management of marketing programs
Analysis of dealership vehicle sales, vehicle service, and customer demographic data to identify lucrative customer segments
Creation of personalized offers and targeted messages
Measurement of return on investment for marketing promotions
The industry 's most powerful marketing server engine to deliver fast, flexible segmentation of very large multiple data sources
Siebel eMarketing

Siebel eMarketing leverages the Internet to create highly effective personalized marketing programs. Using Siebel eMarketing, car companies and dealerships can target their customers and prospects with personalized Web-based offers and dynamic Web surveys. Once these targeted communications have been executed, Siebel eMarketing tracks associated Web responses in real time, allowing marketers to assess the effectiveness and return on investment of each campaign.

Siebel Automotive Analytics

Marketing managers at car companies and dealerships can utilize Siebel Business Analytics to get instant access to information from across the organization for strategic analysis and decision making. Siebel Business Analytics includes a prebuilt, open eBusiness data warehouse that extracts data from Siebel eBusiness Applications and non-Siebel Systems sources out of the box; a library of packaged analysis applications for sales, marketing, and service; and powerful ad hoc query and reporting capabilities. Siebel Business Analytics gives managers the information they need to better understand their customers; assess the effectiveness and return on investment of campaigns across all channels; and analyze vehicle, service, and parts sales data.

Siebel Business Analytics Server

Siebel Business Analytics includes an advanced analytics platform -the Siebel Business Analytics Server - that delivers new levels of insight and best-in-class scalability and performance supporting thousands of users, huge data volumes, and multiple heterogeneous data sources at a significantly lower cost of ownership. Siebel Business Analytics unlocks the latent value hidden in data silos across global automotive enterprises. It provides efficient and simultaneous access to information spanning large and complex data warehouses and operational sources within and external to Siebel Business Analytics in relational, host, and XML-based systems, while intelligently utilizing the data where it resides. For the first time, car companies and dealers can utilize timely, complete, and relevant intelligence from multiple data sources and systems -front office, back office, and legacy -while enjoying high performance and scalability. The Siebel Business Analytics Server also provides an open and fully extensible platform that allows automotive organizations to leverage existing investments in data warehouses and . Siebel Data Warehouse

Siebel Business Analytics provides customers with a prebuilt eBusiness data warehouse designed to maximize analytical performance. The Siebel Data Warehouse is a standard relational database optimized for analysis and reporting using a star schema design and common aggregates. It acts as a repository for all customer, sales, marketing, service, and product data. The Siebel Data Warehouse can be configured to meet customer requirements and incorporate externally sourced data. Siebel Sales Analytics

Sales managers at both car companies and dealerships need the facts at their fingertips to confidently deliver sales forecasts, quickly pinpoint problems, and deploy resources most effectively. Siebel Sales Analytics allows them to analyze sales pipelines and evaluate the performance of the entire sales organization. Sales executives can identify trends regarding demand for models or option packages, lease expirations, customer demographics, product pricing, and incentives, and they can gain vital insight into the competitive landscape. Siebel Sales Analytics provides the entire sales organization from senior management to the individual salesperson with the information required at each level to optimize sales efforts and maximize revenue. Siebel Marketing Analytics

Siebel Marketing Analytics enables car companies and dealerships to get maximum results from their marketing investments. It provides in-depth customer profiling information, allowing marketers to better understand their customers 'preferences, buying behavior, and profitability, thereby ensuring optimal targeting. For example, lease expiration data is combined with household demographics as the basis for highly targeted promotions. Siebel Marketing Analytics also empowers marketers to continually and in real time measure and improve the effectiveness of their multichannel marketing campaigns. It includes a marketing program scorecard that provides a complete, personalized view of results for active marketing programs, from leads generated and conversion rates to campaign costs and return on investment. By providing up-to-the-moment results and proactive alerts, Siebel Marketing Analytics allows marketers to adjust their programs in real time instead of after the fact. Siebel Service Analytics

Siebel Service Analytics enables automotive organizations to optimize their multichannel service and customer interaction center operations. It provides in-depth insight on resource utilization, service activity and resolution trends, service revenue and costs, and customer satisfaction. Siebel Service Analytics empowers the entire service organization with a complete, up-to-the-minute picture of customer activity and performance, resulting in improved service levels, increased customer loyalty, and greater revenue opportunities. Siebel Partner Analytics

Siebel Partner Analytics provides partner managers with powerful insight into performance and effectiveness across the entire dealer network. Partner managers can more effectively allocate resources to maximize the impact of the dealer network. Siebel Partner Analytics also allows car companies to provide their dealers with access to actionable intelligence about their own performance. Additionally, Siebel Partner Analytics enables car companies to obtain more intelligence on customers who are buying through the dealer network. With prebuilt analytics based on best practice metrics, car companies and dealers can measure the effectiveness of collaborative sales, service, and marketing activities and optimize results across the entire automotive ecosystem. Executive Analytics

Siebel Business Analytics applications allow executives to monitor the state of the business through aggregated information dashboards. Through these dashboards, users can track the health of their department or company through consolidated analysis views that include key performance metrics on all aspects of the organization, including marketing, sales, service, customers, and products. Dashboards can be organized by any dimension including time, geography, product, and division. The data used to derive these eBusiness indicators can come from Siebel eBusiness Applications or from ERP or legacy systems. For example, the marketing dashboard includes metrics that allow marketers to monitor program performance and include response rate, opportunities, and return on investment for all campaigns over time.

;
Siebel Automotive Partner Manager

The car company partner managers (field sales and field service employees) use Siebel Automotive Partner Manager to manage dealer relationships. The application includes a comprehensive set of tools to effectively manage dealer relationships, increasing revenue and customer satisfaction.

Siebel Automotive Partner Manager provides the following functionality:

Managing Dealer Profile - A rich set of profile attributes is built into the product to capture and track dealer information. In addition to general dealer information such as address, contacts, and size, the dealer profile includes attributes such as business description, expertise, operating markets, and products and services sold by the dealer. In addition, it captures and tracks critical information about relationships with dealers. Key partnership information such as partnership description, benefits of the partnership, joint growth strategies, and target markets are also captured.
Assessing dealer operations - Allows partner managers to be cognizant of their dealers' operations regarding sales and service leads, inventory, customers, and prospects. This enables partner managers to assist their dealers in improving their operations.
Collaborative forecasting - Enables car companies to collaborate with dealers throughout the forecasting process. As a result, car companies gain visibility into their dealer sales pipeline for improved opportunity management and higher accuracy in dealer revenue forecasting.
Market development funds (MDFs) - Provides the ability for car companies and dealers to manage funds allocated for joint marketing activities. Siebel Automotive Partner Manager automates the process of creating and managing MDFs. Partner managers can set up specific funds and make them available to dealers. Dealers can submit requests against funds in which they are participants. Partner managers, in turn, can review and approve these requests. A fund checkbook that lists the amount spent and the remaining balance in each fund is also available.
Performance measurement - Provides partner managers with a robust set of features for measuring the performance of dealers. Partner managers can define periodic performance objectives for each dealer and select metrics by which performance will be measured. These metrics are common across all partners, thereby enabling the car company to compare the historical performance of its partners. Prebuilt charts and reports summarize the partner 's performance information

;
Siebel eDealer

The dealer employees use Siebel eDealer to receive leads and communications from the car company and also collaborate with the car company partner managers to manage leads and promotions. Siebel eDealer is built from the Siebel Partner Relationship Management product and enriched with the unique features of the relationship between car companies and dealers.

Siebel eDealer addresses the following stages of the collaborative partnering process with market-leading functionality:

Lead (Opportunity)management - Siebel eDealer enables the capture and tracking of walk-in leads, Internet leads, and leads forwarded by the car companies and the ability to quickly pass them to the opportunity management module.
Literature and marketing materials management - Siebel eDealer provides content management functionality that simplifies the task of getting the right content to the right dealer at the right time. Dealers can access a searchable multimedia repository of all marketing collateral, including products, pricing, discount information, customer success stories, presentations, brochures, white papers, and datasheets relevant to their organization.
Joint marketing management - Siebel eDealer enables car companies to define campaigns, import and assign lists of contacts or prospects ,and assign dealers to the campaign.
Service management - Siebel eDealer enables car companies and dealers to provide effective customer support and service to customers. Dealers can log and track service requests on behalf of customers using Siebel eDealer. If the dealers cannot resolve the problem themselves, they can send the service request to the car company, which can then assign it for resolution to the right person within the service organization. Alternatively, the car company can serve as the customer touch point and use Siebel eDealer to route customer service requests to dealers, who then provide service to end customers.
Online self-service - Siebel eDealer provides online self-service and support for dealers themselves. Siebel eDealer allows dealers to submit service requests for themselves, which will then be routed to dealer support personnel within the car company. Dealers can receive self-service using a full suite of problem resolution tools, including full-text search, online instructions, and troubleshooting.

;
Siebel Customer Order Management

Siebel Customer Order Management applications support the entire automotive selling process, including needs analysis ,vehicle research and customer education, vehicle configuration, pricing, and online ordering. As a result, car companies and dealerships achieve higher customer acquisition and retention rates, expanded market coverage, increased channel and sales force effectiveness, and expanded distribution channels. Siebel Customer Order Management includes the following applications: Siebel ISS includes the following applications:

Deployed internally at a car company or dealership, Siebel Customer Order Management applications enable sales and service representatives to quickly present customers with complex product and service information and solutions. Customers receive better service as representatives can answer questions, develop proposals, or provide accurate customer- specific prices rapidly.

Deployed externally to customers via the Web, Siebel Customer Order Management applications empower retail customers by offering customer-centric features such as interactive online advice regarding vehicles, accessories, and service, as well as accessory catalogs, customized pricing, and vehicle configuration to support the entire selling process and maximize the value of every customer interaction.
Siebel eSales

Siebel eSales is a comprehensive software application that enables business-to-business and business-to-consumer selling over the Web. The advent of Web selling has created a new, low-cost, far-reaching channel that empowers customers to serve themselves whenever they choose. However, making effective use of this channel and actually achieving both cost savings and increased reach is not a simple task. Siebel eSales can help car companies make effective use of the Web channel, leading to increased revenue, enhanced customer satisfaction, and reduced sales costs. Siebel eSales provides a complete, out-of-the-box set of features that address the challenge of the Web selling environment.

Siebel Advisor

Siebel Advisor mimics the conversational elements of a car company or dealership 's sales, service, or consulting staff through a series of interactive questions that allow "what if "scenarios, choices, and instant feedback. Often deployed as a virtual sales representative, service advisor, or guidance wizard, Siebel Advisor helps users decide on the ideal course of action.

Siebel Advisor can be deployed on the Web for direct customer access, used by a car company 's call center agents, or used by dealership personnel to provide customers with more accurate recommendations.
Siebel Configurator

Siebel Configurator enables car company or dealership sales professionals to generate accurate quotes and orders in real time. It enables sales organizations to reduce order entry and configuration error dramatically and to create customized quotes and orders for each customer. Siebel Configurator can be deployed within the car company/dealership ecosystem or over the Web to enable customers to configure vehicles directly.
Siebel eAuction

Siebel eAuction is the leading platform for creating branded, sell-side auctions and marketplaces.Internet auctions and marketplaces will play a significant role in most car companies eCommerce strategies for auctioning off-lease vehicles. Car companies can deploy Siebel eAuction to auction vehicles to their dealers, fleet companies can deploy Siebel eAuction to auction off their used vehicles, and dealers can deploy Siebel eAuction to auction off vehicles to end consumers.
Siebel Pricer

Siebel Pricer enhances customer satisfaction, shortens the sales cycle, and eases the administrative burden and expense of pricing management by:

Enabling car companies to create, manage, and deploy pricing schedules that support their business strategies
Ensuring consistent pricing across multiple channels, including the Web, telephone, email, and dealership sales
Simplifying the process of modifying pricing schedules
Enabling quick responses to changing market conditions

;
Siebel Automotive eService

Siebel Automotive eService provides a complete owner services portal solution that allows car companies to deliver the following benefits to their customers in a secure and personalized manner:

Provides personalized portal page for customers.
Enables customers to manage their vehicles through the entire life cycle. By registering and tracking their vehicles, customers can receive personalized benefits such as timely product news or alerts and recommendations about scheduled service.
Provides complete service request management by allowing customers to submit new service requests, track and update open service requests, view agent-recommended solutions, and route their service requests to a desired dealer.
Enables customers to provide feedback about their level of satisfaction with their service experience, allowing service managers to gauge the organization 's overall service proficiency and to evaluate the performance of individual service agents.
Facilitates email communication with service customers. Utilizing Siebel Workflow in conjunction with Siebel eService, car companies can establish workflow processes that will cause an email to be automatically sent to a customer upon receipt of a service request and to automatically inform the customer of important events such as the resolution of a service request.
Sends customers preventive maintenance reminders for their vehicles.
Enables customers to create, access, and manage service history on their vehicles.
Permits customers to search for vehicles in dealer inventory in terms of make, model, vehicle attributes, price, and even location of dealers based on distance.
Provides an integrated, searchable knowledge base through its FAQ repository and solutions knowledge base, thus reducing the need for a customer to contact a call center agent.

In addition, car companies can use Siebel eSmartScript technology (as part of Siebel eKnowledge) to deploy troubleshooting guides and instructional scripts. Siebel Advisor can be used as a situational analysis tool that asks a fixed series of questions and determines the best solution for that situation. And, to ensure that customers always have the option of speaking to a live agent, organizations can implement Siebel eCollaboration, which enables customers to receive live assisted service over the Web.

;
Siebel Employee Relationship Management

Siebel Employee Relationship Management (ERM) provides car company and dealership employees with a single point of entry to a wide variety of information resources that enhance communication and improve productivity. Siebel ERM gives employees access to applications, data, news, business information, productivity tools, and other critical resources in a secure, personalized Web environment. Siebel ERM aggregates business data from multiple sources and displays it in easy-to-use Web pages. It gathers data from sources such as the Siebel database, the Internet, legacy systems, and third-party news services and displays it using several different styles of pages.

Home Page - Provides employees with information such as new opportunities, service requests, news, and literature from the Siebel Encyclopedia. It also provides users with the capability to search the Web using a leading Internet search engine, view a current weather report, and track stock quotes.

Briefing Pages - Provide employees with a briefing-style summary of critical business information about accounts, competitors, and other companies that includes recent news, relevant data from the Siebel database, and company profiles provided by Siebel eContent Services.

Portal Pages - Provide employees with information such as corporate announcements, links to literature files, links to HTML files, and other key resources. Portal pages are flexible, giving administrators the ability to integrate unstructured content on the same page with Siebel data.

Siebel ERM includes several preconfigured portal pages, such as the human resources page. The Siebel Employee Portal also provides a framework for integrating external content in context with Siebel eBusiness Applications.

Siebel ERM includes several preconfigured portal pages, such as the human resources page. The Siebel Employee Portal also provides a framework for integrating external content in context with Siebel eBusiness Applications.

Siebel eMail Response enables car companies and dealerships to respond to high volumes of inbound email in an efficient, consistent, and professional manner. It routes inbound emails to the most appropriate agent based on the same business logic available for routing other types of customer communications. Agents can view their inbound email queues at a glance, and for each message they can instantly view related customer, account, service request, and opportunity profiles as well as attachments. Agents can use templates in the solution knowledge base to compose customized replies to inbound emails or take advantage of Siebel Smart Answer for intelligent auto-response and auto- suggest capabilities.

Siebel Self-Service & eBilling solutions are used by some of the largest financial institutions in the world. The applications help automotive financial services organizations like Toyota Financial Services create comprehensive self-service websites that extend account information and services directly to customers to improve customer satisfaction, reduce customer service costs, accelerate account receivables, and maximize the lifetime value of each customer. Whether customers are viewing a monthly statement, making an online payment, finding answers to account-related questions, or disputing a transaction, Siebel Self-Service & eBilling enables end customers to do it online and do it themselves - making their interactions faster, easier, and more efficient than ever. Siebel Self-Service & eBilling