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eBilling Manager
 

Siebel eBilling Manager gives consumer and business customers valuable and convenient access to their bills or invoices, along with the ability to easily make online payments. The application includes specific capabilities for both B2C and B2B billers.

Product Description

Siebel eBilling Manager enables organizations to deliver interactive access to electronic bills for both consumers and businesses with online payment. With the Siebel platform, organizations can cost efficiently present various bills online and provide users with multiple online payment options.

Designed to integrate with existing online applications and diverse core legacy systems, Siebel eBilling Manager extends the convenience of online billing and account management to an organization's entire customer base, as well as to its call centers. And with its advanced self-service features and best practices, the application enables companies to offer a superior online experience that increases customer satisfaction and loyalty, while decreasing the cost of servicing those customers.

Siebel's eBilling platform powers online account management solutions for leading organizations worldwide including BT (British Telecom), Fannie Mae, Franklin Templeton, GE Consumer Finance, Humana, Independence Blue Cross, Target, Telstra, Toyota Financial Services, TXU Energy and many others. The unmatched scalability and performance of the Siebel solution enables organizations to serve millions of end-customers with real-time access to years of billing and statement data.

Siebel eBilling Manager Benefits:

Improve Service Levels - Allow customers to opt in for secure online e-bill delivery, providing valuable and convenient 24x7 access to e-bills for customers and service representatives.
Accelerate Cash Receipt - Online payment accelerates cash receipt and reduces float from Days Sales Outstanding (DSO)
Generate Revenue - Promote targeted offers within e-bills to increase product and service cross-sell.
Reduce Service, Print and Mail Costs - Handle customer requests for billing reprints and account information online, replacing costly phone calls. e-Billing reduces paper bill production and mailing costs

Key Features of Siebel eBilling Manager
Siebel eBilling Manager is designed to serve the diverse needs of the entire organization's business segments and constituents. Key features include:

Interactive Statement Presentment
e-bills can be presented in both a dynamic fashion, using HTML, and in a print-friendly format using PDF. When presented in HTML, e-bills provide an interactive Web experience with search, sorting, filtering, drill-down and download capabilities. Furthermore, dynamic HTML presentment allows embedded links so customers can click through and drill-down to more detailed information and self-service functions.

Combined Accounts Statement
Siebel eBilling Manager creates a single consolidated view of all of a customer's accounts by aggregating account information from multiple disparate legacy systems. Using the application's self-service features, accounts can be linked by customers themselves, or automatically, by the biller in the background.

Online Payments
Siebel eBilling Manager provides personal wallets for managing multiple payment vehicles (for example credit cards or checking accounts). Users or permitted customer service representatives (CSRs) may make one-time payments, establish scheduled recurring payments, view payment history, set thresholds and payment alerts.

Paperless Account Option (Print-Friendly Statements)
Customers have the ability to turn off paper via a managed consent model with both print-friendly PDF or HTML presentment alternatives online. Siebel's solution complies with regulatory requirements for paperless delivery and has delivered high levels of paperless enrollment rates in its customer deployments.

Multi-Year Statement History and Online Archive
Siebel eBilling Manager uses a disk-efficient, high performance statement archiving system to give organizations the flexibility to store years of historical account statements and account-related communications without degrading performance or increasing storage costs.

Notifications and Alerts
Automated e-mails and messaging alerts notify customers about account changes, payment events and updates. "Statement ready" notifications draw customers to the security of the online site and encourage ongoing use. In addition, customers can configure and manage personalized alerts such as when a checking balance is below certain level, a change was made to the account profile or that a Secure Message response to an inquiry is available for review. Customers can also designate their preferred notification channels including e-mail, PDA and mobile phone.

Contextual Self-Service and Customer Care
While customer self-service is often available via an organization's website, integrating it into e-bills and making it contextual makes it easier for customers to find relevant information and act immediately. It also creates an opportunity for the organization to promote self-service operations that may otherwise be unknown or difficult to find on a site. Examples of self-service include changing an address, turning off paper, or initiating a dispute or account inquiry.

Downloads
Siebel eBilling Manager supports a variety of download formats that allow customers to conveniently manage their account information offline using personal financial management (e.g. Quicken, MS Money) or Microsoft Office (e.g. Excel, Access) applications. To meet most customers' needs, Siebel also supports OFX, QIF, CSV, XML, EDI and PDF download options.

Branch, Agency and Kiosk Access
Branch employees are granted access privileges to view and reprint customers' e-bills through a standard web browser, expediting customer service requests. In addition, branch self-service kiosks can facilitate customers' in-branch service needs.

CSR Call Center Access
Siebel eBilling Manager provides customer service representatives (CSRs) with customer impersonation rights to access customers' e-bills from a standard web browser. CSRs can easily facilitate both online and offline customer service requests since they can view the same statements that customers are inquiring about. Siebel's customer service dashboard can incorporate additional operational data such as service/ payment history and personalized marketing offers into CSRs' views to give them a more comprehensive view of the organization's relationships with customers.

Targeted Promotions and Messaging
Customized product offers or personalized service messages can be presented to customers within e-bills based on individual customer-specific account information. This creates additional revenue generation opportunities and improves marketing efficiency by reducing direct mail and telemarketing costs. Furthermore, since offers are so highly targeted, customers are more likely to respond to them.

Siebel eBilling Manager "plugs into" existing web applications and customer support systems, preserving investments in and extending the capabilities of existing infrastructure. Siebel's solutions also deliver superior performance without regard to large data volumes or user loads ensuring that both business and consumer customers will have the best possible self-service experience.

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Siebel ePayment Manager

Siebel ePayment Manager enables organizations to deliver interactive access to electronic payments for both consumers and businesses online. With the application, organizations can cost-efficiently support multiple online payment options. Siebel ePayment Manager is designed to easily integrate with existing online applications and diverse core legacy systems and extends the convenience of online self-service to an organization's entire customer base, as well as to its call centers.

Product Description

Siebel ePayment Manager is designed to serve the diverse business needs of the entire organization and its different business segments and constituents. It provides a flexible payment infrastructure that plugs into existing applications and systems, preserving investments in and extending the capabilities of existing infrastructure. With the application, organizations can decrease payment processing costs, accelerate receivables, and improve operational efficiency in the areas of billing and collections, customer service and treasury management.

Siebel ePayment Manager Benefits:Improve Service Levels

Allow customers to opt in for secure online payments, providing valuable 24x7 access to customers and service representatives
Increase customer retention through added convenience of self-service payments.

Accelerate Cash Receipts

Online payments accelerate cash receipts and reduce float from Days Sales Outstanding (DSO).

Reduce Service Costs

Eliminate lockbox fees and the costly procedure of processing paper checks.
Minimize exception processing, reducing manual reconciliation and cash application tasks.
Handle customer payment issues and requests online, replacing costly phone calls.
Online customers make 30% fewer calls to call centers.

Key Features of Siebel ePayment Manager
Combined Accounts
Siebel ePayment Manager can create a single consolidated view of all of a customer's accounts by aggregating payment accounts from multiple disparate legacy systems. Using the application's self-service features, accounts can be linked by customers themselves, or automatically, by the biller in the background.

Online Payments
The solution provides personal wallets for managing multiple payment vehicles (for example credit cards or checking accounts). Users and permitted customer service representatives may make one-time payments, establish scheduled recurring payments, view payment history, set thresholds and payment alerts.

Connections to Payment Networks
The solution includes real-time and batch interfaces to ACH, credit card, and proprietary networks, using a cartridge based approach for complete payment flexibility.

Advanced Warehouse and Scheduling
Siebel ePayment Manager includes full payment warehousing including recurring and automated payment functionality. The application manages all scheduling, transactions and business logic for multiple payment vehicles.

Notifications and Alerts
E-mails and messaging alerts notify customers about payment events and updates. In addition, customers can configure and manage personalized alerts such as when a payment posts, a credit card has expired or recurring payment reminders or upcoming scheduled events.

Contextual Self-Service and Customer Care
While customer self-service is often available at an organization's website, integrating electronic payments and making it contextual make it easier for customers to find relevant information and act immediately. Siebel ePayment Manager includes a working front-end of functional web pages, which may be used as templates - enabling a fully branded and customized web application.

Integration with Existing Infrastructure
Siebel ePayment Manager updates A/R systems with remittance information and supports the reconciliation processes. ePayment Manager also includes a software developer's kit with XML based APIs for easy integration into backend systems.

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Siebel eStatement Manager

Siebel eStatement Manager is part of a comprehensive online customer care strategy for financial Institutions, healthcare insurers, credit card issuers and other organizations realizing that many customers prefer to access their account information online in a more convenient and valuable way.

Product Description

Siebel eStatement Manager enables organizations to deliver interactive and personalized online account statements to both consumer and business customers. With the Siebel application, organizations can cost-efficiently present various statements online including banking, brokerage, credit card, insurance and commission statements.

Designed to integrate with existing online applications and diverse core legacy systems, Siebel eStatement Manager extends the convenience of online self-service to an organization's entire customer base, as well as to its call centers. Account e-statements with key features such as drill-down to more detail, "paper turn-off" and access to advanced self-service capabilities offer an online experience that provides superior service and value to customers, while decreasing the cost of servicing those customers.

Siebel eStatement Manager Benefits:

Reduce Print and Mail Costs - Allow customers to opt in for secure online statement delivery.
Improve Service Levels - Provide valuable and convenient 24x7 access to statements for customers and service representatives.
Reduce Service Costs - Handle customer requests for statement reprints and account information online, replacing costly phone calls.
Generate Revenue - Promote targeted offers within e-statements to increase product or service cross-sell.

Key Features of Siebel eStatement Manager
Interactive Statement Presentment
eStatements can be presented in both a dynamic fashion using HTML, and in a print-friendly format using PDF. When presented in HTML, e-statements provide an interactive Web experience with search, sorting, filtering, drill-down and download capabilities. Furthermore, dynamic HTML presentment allows embedded links so customers can click-through to more detailed information and self-service functions.

Combined Accounts Statement
Siebel eStatement Manager creates a single consolidated view of all of a customer's accounts by aggregating account information from multiple disparate legacy systems. Accounts can be linked automatically by customers themselves or automatically by the biller in the background.

Paperless Account Option (Print-Friendly Statements)
Customers have the ability to turn off paper via a managed consent model with both print-friendly PDF or HTML presentment alternatives online. Siebel's solution complies with regulatory requirements for paperless delivery and customers have demonstrated very high paperless enrollment rates among their online customers.

Multi-Year Statement History and Online Archive
A disk-efficient, high performance statement archiving system gives organizations the flexibility to store years of historical account statements and account-related communications without degrading performance or increasing storage costs.

Notifications and Alerts
E-mails and messaging alerts notify customers about account changes and updates. "Statement ready" notifications draw customers to the security of the online site and encourage ongoing use. In addition, customers can configure and manage personalized alerts such as when a checking balance is below certain level, a change was made to the account profile or that a Secure Message response to an inquiry is available for review. Customers can also designate their preferred notification channels including e-mail, PDA and mobile phone.

Contextual Self-Service and Customer Care
While customer self-service is often available via an organization's website, integrating it into e-statements and making it contextual makes it easier for customers to find relevant information and act immediately. It also creates an opportunity for the organization to promote self-service operations that may otherwise be unknown or difficult to find on a site. Examples of self-service include changing an address, turning off paper, or initiating a dispute or an account inquiry.

Downloads
Siebel eStatement Manager supports a variety of download formats that allow customers to conveniently manage their account information offline using personal financial management (e.g. Quicken, MS Money) or Microsoft Office (e.g. Excel, Access) applications. To meet most customers' needs, Siebel eStatement Manager supports OFX, QIF, CSV, XML, EDI and PDF download options.

Branch, Agency and Kiosk Access
Branch employees are granted access privileges to view and reprint customers' e-statments through a standard web browser, expediting customer service requests. In addition, branch self-service kiosks can facilitate customers' in-branch service needs.

CSR Call Center A ccess
Siebel eStatement Manager provides customer service representatives (CSRs) with customer impersonation rights to access customers' e-statements from a standard web browser. CSRs can easily facilitate both online and offline customer service requests since they can view the same statements that customers are inquiring about. Siebel' customer service dashboard can incorporate additional operational data such as service history and personalized marketing offers into CSRs' views to give them a more comprehensive view of the organization's relationships with customers.

Targeted Promotions and Messaging
Customized product offers or personalized service messages can be presented to customers within e-statements based on individual customer-specific account information. This creates additional revenue generation opportunities and improves marketing efficiency by reducing direct mail and telemarketing costs. Furthermore, since offers are so highly targeted, customers are more likely to respond to them.

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Siebel EasyPay

Siebel EasyPay is a convenience payment service that enables organizations to improve customer service by cost-effectively enabling and integrating Web, Interactive Voice Response (IVR) and customer service representative (CSR) payment acceptance for one-time, scheduled and recurring payments via a wide range of payment instruments.

Product Description

Siebel EasyPay enables organizations to integrate Web, Interactive Voice Response (IVR) and customer service representative (CSR) payment channels to accept one-time, scheduled and recurring payments, often last minute, via a wide range of payment instruments. EasyPay streamlines collections systems and processes. It addresses the challenges created by the existence of multiple technology "silos" being used to collect payments from customers.

Key Features of Siebel EasyPay
Support for Web, IVR and Call Center Payments
With EasyPay, organizations can cost effectively and efficiently accept payments regardless of the channel via Web and IVR self-service channels, or via the assisted call center channel. Furthermore, EasyPay tightly integrates all channels so payment transactions are consistent among all systems regardless of the channel used. For example, a payment executed via the IVR system is immediately reflected in the system so customers and customer support personnel can instantly log-in to the online system and see the account updates.

Support for All Payment Types and Timing
Frequently, payments made through the EasyPay system are one-time convenience payments made at the last minute to avoid late fees, however, the system can also be used to enable customers to schedule future automatic and recurring payments so payments arrive on time. For even more flexibility, Siebel EasyPay supports multiple payment types including electronic check, Automated Clearing House (ACH), credit card and debit card.

Flexible Convenience Fee Models
Siebel EasyPay makes collecting convenience payments simpler and more cost-effective for organizations, and provides a great benefit for customers that want to submit payments on time at the last-minute. Organizations often collect convenience fees from customers who take advantage of that benefit, and Siebel offers flexible models for handling those collections. For example, a billing organization may prefer that Siebel bill the convenience fees instead of doing it itself. Organizations have ultimate flexibility for incorporating Siebel EasyPay into their operations.

Error and Fraud Protection
Siebel EasyPay incorporates sophisticated error reduction and fraud prevention technologies and processes. By leveraging data validation techniques and a comprehensive set of roles and privileges that address the unique risks of each payment channel. EasyPay is designed to reduce exceptions and fraud that might otherwise detract from the efficiency of an ePayments strategy.

Reporting and Auditing
Siebel EasyPay incorporates extensive reporting and auditing functionality to enable corporate treasury and cash management personnel to understand, track and trouble-shoot all customer transactions. EasyPay's intuitive and comprehensive web interface makes it simple to reconcile remittance information, manage exceptions and do cash flow analysis.

Siebel EasyPay can be either hosted or deployed in-house. Most organizations choose the fully managed and hosted option, which delivers the following benefits:

Robust Platform Offering Solution Flexibility
Deploying Siebel EasyPay in a fully managed and hosted environment allows companies the flexibility to configure customize each channel to its specific needs

Greater Administrative
Efficiency and Lower Cost

The EasyPay system precludes the need to hire and train internal IT and accounting staff to deploy and manage multiple applications and relationships.

In-House Portability
Organizations preserve the option to convert to and in-house deployment in the future.

Rapid Time-to-Market
Using Siebel's managed environment is the fastest path to an integrated Web, IVR, CSR payment and self-service platform.

Reliability and Security
Leverage the domain knowledge and expertise of Siebel personnel to proactively manage the application for maximum reliability and security.

Accountability
Have single vendor accountability for the performance and ongoing operation of the complete payment solution.

Secure Access and Integration
Enable secure access for all Web, IVR and CSR users and ensure a dedicated, secure, back-end system environment and connectivity.

Flexible Business Models
Structure multiple different arrangements for collecting payments. For example, convenience fee/no fee arrangements.

Drawbacks of the "Silo" Approach:
Advantages of the Siebel EasyPay Approach:

Inconsistent customer experience
CSRs lack a complete view of customers
Higher cost of maintenance and integration
Higher transaction costs

 


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