Itautec.com Servicos Leverages Siebel CRM Applications to Attract New Business(email this article)

SAN MATEO, Calif.--(BUSINESS WIRE)--Oct. 29, 2003-- Siebel Systems (Company Profile, Past Stories, Case Studies) , Inc. (Nasdaq:SEBL - News), a leading provider of multichannel business applications software, today announced that Itautec.com Servicos, the service arm of leading Latin American information technology provider Itautec Philco, has successfully deployed Siebel Call Center and Siebel Field Service in its central contact center and 34 branch offices.

With the Siebel CRM applications, Itautec.com has created a single, integrated system for managing service requests across the organization. The system has simplified processes, shortened response times, improved customer service, and enhanced the company's ability to attract new business from larger national customers. Additionally, it has helped improve the company's ability to fulfill service-level agreements, reducing late service penalties and costly over-servicing.

"With Siebel, we finally have a comprehensive view of major clients," said Paulo Andre Garcia de Souza, Systems Manager at Itautec.com. "As a result, we have been getting a lot of new national contracts. Customers visit us and walk away impressed that we have complete visibility, complete control."

Itautec.com Servicos selected Siebel Call Center and Siebel Field Service after a careful evaluation of other major offerings on the market. Key reasons for choosing Siebel Systems included breadth of functionality, ease of use, and adaptability.

The Siebel applications replaced an aging in-house developed field service and call center system that varied from branch to branch and that involved mostly manual processes. The old system hampered the company's ability to respond to customer service requests in a timely manner, analyze nationwide service trends, and ensure the profitability of service contracts.

Siebel Call Center and Siebel Field Service have eliminated these problems and are helping Itautec.com achieve greater operational efficiency in several key ways. Manual processes have been eliminated, and the system provides a 360-degree customer view, resulting in better-informed agents, higher productivity, and more responsive service. All service requests are entered and tracked in Siebel Call Center, where sophisticated workflow technology routes the requests to the appropriate branch. Field service technicians have all the information they need to resolve an issue before going to the customer site -- including contact details, previous service history, and service-level agreements. Post-call reporting is completely automated, and comprehensive management reports have improved decision-making. Branch statistics roll up automatically, enabling senior management to track performance on a national level.

"Siebel Call Center and Siebel Field Service are playing a major role in helping us improve service levels and drive future growth," Garcia de Souza said. "It is essential to providing visibility into and control of our business."

Itautec.com Servicos is the service arm of leading Itautec Philco. Located in Brazil and with total revenues of U.S. $524 million ($1,517 million Brazilian Reais) in 2002, Itautec Philco is a leading provider of automated teller machines, computers, and consumer electronics in Latin America. Itautec.com Servicos fulfills the parent company's service contracts with a staff of 1,500 field technicians who provide on-site customer support and technical assistance.

About Siebel Systems

Siebel Systems, Inc. is a leading provider of business 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 30 countries. For more information about Siebel Systems, Inc., or to review other customer success stories, please visit www.siebel.com.

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Except for the historical information contained herein, this press release contains forward-looking statements that involve risks and uncertainties. The success of the agreements and products described above and the 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 new versions and new products, the availability of Siebel Systems' products and services, implementation of products and services, existence of errors or defects in products, rapid technological change, dependence on the Internet, 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.