SAN MATEO, Calif.--Nov. 25, 2003-- Siebel Systems, Inc. (Company
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Studies), a leading provider of multichannel business applications software, today announced that Epsom and Ewell Borough Council in the UK has achieved a complete return on its Siebel Government Applications investment in 24 months. By uniting citizen information, Siebel Call Center is transforming this UK local authority into an agile, highly efficient government entity.
Located on the fringes of Southwest London, Epsom and Ewell Borough Council is responsible for a comprehensive range of public services on behalf of 67,000 citizens, from social services and healthcare to planning, recreation, and waste removal. Prior to introducing Siebel Government Applications, Epsom and Ewell Borough Council's services were administered by up to 40 separate teams.
Depending on the service they required, citizens had to call one of many separate numbers. Phones sometimes rang and rang without being answered -- and as many as 20 percent of callers hung up before they were put through. This inefficient approach to service made it difficult for citizens to reach the right individual, resulted in minimal inter-departmental communication, and led to significant overlap between service delivery processes.
"Siebel Systems has revolutionized the efficiency and effectiveness of our service delivery," says Keith Horner, IT and Consultancy Manager, Epsom and Ewell Borough Council. "In the past, citizens battled to reach elusive Council staff. Now, they have a single, highly responsive point of contact for each and every inquiry. Using this approach, the Council is able to deliver high-quality, efficient service. Up to 80 percent of the 650 average daily inquiries we receive each day are now resolved at the initial point of contact. We have also cut the volume of dropped calls from 20 percent to 4 percent."
Implemented in just 12 weeks, Siebel Government Applications provide the Council with a single source of citizen and Council service information. This significantly enhances the way the Council interacts with its citizens. Whatever type of inquiry the citizen has -- whether it concerns Council tax, local environment issues, building control, or recreation facilities -- it is managed and resolved by Siebel Government Applications. When citizens call the Council or send emails, their inquiries are immediately routed to one of the Council agents for quick, accurate resolution. Inquiries that involve the Council's extended network of service delivery partners -- including waste collection and pest control -- are also administered and resolved directly by the call center, resulting in fast, satisfying citizen service.
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 customer deployments 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.
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.
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