>   Customer:

·      Digital, satellite TV platform operator

·      Industry: media & communications

>   Objectives and challenges:

·      Deploy the company in just 3 months including sales network preparation, defining product offering and building IT infrastructure

·      Market differentiation on offer and customer service quality

·      Completely automated and centrally managed sales process

>   Solution:

·      Business process design and comprehensive, “mission critical” IT system implementation for over 3000 users to support core company functions such as points of sale, customer transaction monitoring, rating for billing system, provisioning management and tens of other highly automated processes.

·      Broad integration between CRM system and 20+ other applications such as billing, provisioning, financials, logistics, document archive, payment processing, ACD and IVR.

·      Other functions of the system included collections and selfservice portal.

·      Technologies used: Siebel Communications & Media, Siebel Sales, Siebel Quotes&Orders, Siebel Product Configurator, Siebel Pricer, Siebel Partner Portal, Siebel CTI, Siebel Billing Management, Siebel Schedulling, Siebel EAI

·      Areas covered: Order Management, Contact Management, Contract Management, Point of Sale, Selfcare, IT Architecture Design, CRM-ERP integration, CRM-Billing integration, Contact Center, Customer Data Integration (CDI), CTI

>   Benefits:

·      Operations launch including sales and full customer service within 3 months of project start

·      Acquiring 500K customers within 2 years

·      High level process automation excludes invalid orders

·      Complete control over independent sales network and collection of above market average customer insight eliminates all possible fraud

·      One version of truth about each single customer allows for best in class customer service across channels

>   Customer:

·      Specialized measurement equipment distributor

·      Industry: high technologies

>   Objectives and challenges:

·      Not being able to collect and analyze sales information, including suppliers, customer & orders and their statuses

·      Need to see the big Picture of company operations and to be able to make informed decisions

>   Solution:

·      Design and implementation of IT system supporting purchase and sales order management, delivery scheduling and customer financial status reporting.

·      Technologies used: Siebel Sales, Siebel Service, supplier integration, email integration

·      Areas covered: Order Management, Account Management, Contact Management, Supply Chain Management

>   Benefits:

·      Unified and shared customer information repository

·      Order management improvements including streamlined delivery

·      Single version of truth for management decisions support

>   Customer:

·      Leading investment funds organization

·      Industry: financial services

>   Objectives and challenges:

·      Increasing competition on the investment funds market

·      High cost of development and maintenance of dispersed CRM systems

·      High cost of manual and ineffective paper consuming processes reduce ability to maintain service standards and analyze KPI’s

>   Solution:

·      Implementation of comprehensive, “mission critical” IT system to process customer transactions, manage service requests and disputes including paperless electronic document workflow. Additionally the system provides information access for sales agents.

·      Technologies used: Siebel Financial Services, Siebel Contact Management, Siebel Financial Accounts, Siebel Financial Service Requests, Siebel CTI, broad integration with transaction systems, fax, email and call center channels as well as fraud prevention monitoring system.

·      Areas covered: Case Management, Contact Management, Order Management, Service, Contact Center, CTI, Transaction Management

>   Benefits:

·      Operational improvements and cost decreases in customer service through business process automation. The duration of many processes was shortened by 70% and more.

·      Understanding of “Customer Value” (incl. cost and profit) allowing for business process adjustments

·      Employee effectiveness and satisfaction increases; shorter training cycles.

·      Service quality improvements through standardization and control

·      Simplification of IT architecture by replacing 6 systems with 1, all resulting in decrease of maintenance and development costs

·      Decrease in operations risk

>   Customer:

·      One of the leading European financial groups

·      Industry: Financial services

>   Objectives and challenges:

·      Prepare organizations for synergies between various business lines

·      Improve forecasting accuracy and introduce sales support tools

·      Reduce customer churn on the dynamically shifting market

>   Solution:

·      Business processes design and implementation of IT system to support 700 customer advisors in planning, forecasting, monitoring and reporting of banking and insurance product sales on the corporate customer market. Additionally the systems encourages knowledge sharing, customer information collection and allows for effective time management including call reporting.

·      Technologies used: Siebel Financial Services, Siebel Insurance, Siebel P&C Policies, Siebel Sales, Siebel Forecasting, integration with domain systems

·      Areas covered: Opportunity Management, Account Management, Contact Management, Activity Management, Call Reporting, Sales Planning, Forecasting

>   Benefits:

·      Sales effectiveness increase and better utilization of the network

·      Increase in sales planning and forecasting accuracy

·      Customer insight sharing resulting in better proposals and higher conversion ratios

·      Customer information acquisition for more comprehensive service in the future

>   Customer:

·      One of the leading European insurance groups

·      Industry: financial services

>   Objectives and challenges:

·      Getting to know the customers to be able to better compete on the market

·      Building foundation for planned CRM system implementations and IT architecture modernization

>   Solution:

·      Business and technical design as well as organization and project preparation for implementation of innovative system to seamlessly integrate data from multiple product focused systems. All to create a complete and unified view of about 2 million customers and their products and be able to provide better customer service, improve sales and marketing efforts. Data integration includes data acquisition, cleansing, creating golden records and sharing back with the organization

·      Technologies used: Siebel UCM (Universal Customer Master), Siebel Data Quality, Siebel EAI

·      Areas covered: Master Data Management (MDM), Customer Data Integration (CDI), Data Quality, IT Architecture Design

>   Benefits:

·      Understating existing customers value and potential

·      Ability to execute effecting marketing campaigns and improve cross selling

·      Decrease in operational risk

·      Improvements in quality and cost of customer service