Iberia, Spain's Leading Airline, to Increase Customer Satisfaction and Loyalty Using Siebel eBusiness Applications(email this article)

SAN MATEO, Calif.--(BUSINESS WIRE)--April 7, 2003-- Siebel Systems, Inc. (Nasdaq:SEBL - News) (Company Profile, Past Stories, Case Studies), a leading provider of multichannel eBusiness applications software, today announced that Iberia is implementing Siebel eBusiness Applications to transform passengers' service experience and improve customer loyalty. The Siebel solution represents one of Europe's most advanced implementations of CRM. Scheduled to be launched mid-2003, it is spearheading the company's drive to transform customer service.

"In the fiercely competitive airline market, it pays to know who your customers are," says Xabier de Irala, Chairman and CEO, Iberia Group. "By connecting Iberia's customer-facing systems, the Siebel solution will provide the airline with unrivalled insight into customers' travel patterns, flight preferences, and other Iberia services they use. We will use this integrated customer understanding to transform their experience of Iberia, both in the air and on the ground. We will be able to respond more quickly and more effectively to their needs. We will enhance the value of the 'Iberia Plus' loyalty program. Ultimately, the Siebel system will help Iberia increase revenues."

Iberia plans to enhance its position as Spain's leading airline and its leadership on Europe-Latin American routes by implementing Siebel eBusiness Applications. Siebel Call Center and Siebel Marketing will help Iberia remedy some of the challenges it faces resulting from its storage of customer information in separate, disconnected systems. By streamlining its view of the customer, Iberia can more efficiently share customer information among its customer service department, reservations department, and loyalty program.

Siebel Call Center will integrate the data currently in these separate systems, creating a single, comprehensive customer view. Regardless of the channel through which customers communicate with Iberia -- the Internet, telephone, email, post, or face-to-face -- the airline will maintain a consistent, accurate, and rewarding dialogue with every customer. Iberia will possess an integrated understanding of customers' profiles. It will know customers' travel history with the airline, the status of outstanding travel inquiries, and customers' status in Iberia Plus. By streamlining and enhancing the multichannel customer experience, Iberia anticipates that more passengers will choose to fly time and again with Iberia, thereby increasing revenues.

This improved customer loyalty will be matched by a highly effective marketing strategy. Using Siebel Marketing, Iberia will efficiently segment its most frequent flyers and other lucrative customers. It will execute and evaluate the post-campaign effectiveness of multistage, multichannel marketing campaigns targeted at these and other customers. Besides promoting flight offers, these campaigns will maximize interest in other product areas, including the Iberia credit card, Iberia Plus, and travel insurance. This improved targeting and campaign execution will optimize Iberia's marketing effectiveness and efficiency -- and further increase revenues.

About Iberia

Iberia is Spain's leading airline, and a leader in routes between Europe and Latin America. With gross income of $4.9 billion and net earnings of $170 million, it is also Europe's most profitable scheduled carrier. Together with its franchise Iberia Regional, the company provides more than 1,000 daily flights to up to 100 destinations around the world. In 2002, the year of its 75th anniversary, it carried 28 million passengers. Iberia is a member of the 'oneworld' airline alliance.

About Siebel Systems

Siebel Systems, Inc. is a leading provider of eBusiness applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customers worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 28 countries.

Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with customers, third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems' Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at www.sec.gov. Siebel Systems assumes no obligation to update the information in this press release.

Note to Editors: Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.