SAN MATEO, Calif.--Nov. 25, 2003--Siebel Systems, Inc. (Company Profile, Past Stories, Case Studies), a leading provider of multichannel business applications software, today announced the addition of a customer support module to Siebel CRM OnDemand--UpShot Edition. The launch of additional features for tracking service and support interactions provides users with a comprehensive, 360-degree view of the customer, beginning with marketing and sales interactions and continuing through the service and support cycle.
 
In addition to established sales technology, Siebel CRM OnDemand--UpShot Edition now offers functionality to support customer requests, issue resolution, and other post-sales activities. Available at no additional cost, the product enhancements enable companies to manage all aspects of the customer life cycle. With insight into post-sale customer service interactions and access to comprehensive case management capabilities, users will be able to measure customer satisfaction and identify opportunities for additional revenue.
 
"This announcement demonstrates our ongoing commitment to support our customers and deliver a product that is adaptable to customer needs," said Keith Raffel, Vice President, Siebel CRM OnDemand. "More importantly, the release of the new support module helps companies focus on their best prospects--their current customers. The ability to satisfy current customers translates directly into increased opportunities to up-sell and cross-sell."
 
CorSolutions®, a leading health intelligence and solutions company, emphasizes a customer-centric approach in the delivery of disease management programs to its customers. The new support module now offers them the capability to help better serve existing customers throughout the customer life cycle. "As a client-centric organization, we want to utilize the most effective tools to manage customer satisfaction. Siebel CRM OnDemand--UpShot Edition provides important reinforcement in our ability to do so," said Pat Cua, Executive Vice President, Business Development at CorSolutions. "The new module of customer support provides significant benefit for our clients. It enables us to respond even more efficiently as well as track satisfaction rates, ensuring that we meet and exceed our clients' expectations."
 
With the addition of the support module, Siebel CRM OnDemand--UpShot Edition improves productivity by adapting to the way larger companies operate, as the module integrates with desktop applications. The module also provides the following key support capabilities:

• Comprehensive Case Management, enabling users to:
  • Create, assign, and manage customer service requests
  • Gain visibility into all customer information and activity, from initial lead identification through customer support
  • Direct cases to individuals or team queues
  • Automatically route cases and notify the appropriate people
  • Access the product catalog and specific products a customer has purchased
• Flexible Workflow and Access Control, including the ability to:
  • Use flexible workflow rules to match unique business processes
  • Define who can see and update customer issues
  • Email Management, allowing users to track incoming and outgoing customer communications
• Customer Satisfaction Mraction Tools that:
  • Allow customers self-service access to up-to-the-minute status on cases
  • Capture customer issues directly from a Web site
  • Maintain service level information for appropriate billing
• Resolution Management, Reporting, and Analytics that:
  • Allow searches for information to resolve customer issues and requests
  • Use comprehensive reporting tools to identify common support issues, measure support processes, and determine customer needs