Siebel ships CRM for mobile carriers

Siebel Systems Inc. is manoeuvring to enhance CRM functionality for both mobile users and mobile carriers with its recent applications upgrades.

Siebel unveiled an enhanced CRM solution for mobile carriers Monday that is designed to manage customer relationships, retail partners, and complex service orders.

In related news, Siebel last week rolled out Siebel 7 Mobile Solutions, a suite of enhanced mobile applications that extend the company’s CRM functionality to the field. The new suite employs a variety of technologies, including SMS (Short Message Service), wireless browsing, and remote data synchronization to support mobile solutions for specific markets and applications.

Siebel eCommunications 7 for Mobile Carriers provides features in sales, marketing, service, and other customer-facing business processes tailored specifically for the mobile communications industry.

It is designed to enable carriers to store and update customer data and profiles, identify high-value customers and customers with high propensity to churn, and segment the customer base to up-sell and cross-sell to high-value customers.

“The primary concern is how do the carriers identify and acquire and retain high-value customers,” said Gary Geiger, Siebel director of mobile carrier business. “People do have a choice now, and those high-value customers may move to another mobile carrier if they have a more compelling offer. If I’m doing business with a Circuit City…they can provide a consistent experience across all sales channels. That’s going to help improve collaboration, as well as increase sales and service effectiveness.”

In addition, the new solution provides a single point and process for interactions with service providers, retail channels, and hardware suppliers. This enables carriers to collaborate with retail channel partners to improve effectiveness and reduce costs and track partner performance and adherence to safety standards, officials said. Using the product, carriers can also aggregate spending to negotiate better volume discounts.

Mobile carrier Advanced Info Services PLC (AIS) is using Siebel eCommunications to streamline its call centre and sales processes. The Siebel solution is replacing decentralized databases and manual systems, uniting customer information, and making it accessible across multiple sales and service channels.

AIS chose Siebel 7 eCommunications to improve customer knowledge and better serve market needs, said Somprasong Boonyachai, president and CEO of AIS. Siebel 7 eCommunications enables AIS to significantly improve productivity and profitability, he added.

The new solution also provides pre-built analytical dashboards and associated reports to support customer loyalty and revenue by providing an enterprisewide view of every aspect of the business, enabling companies to make informed decisions and course-correct when needed.

The solution is shipping with Siebel Analytics 7, which includes visual, prepackaged, and fully configurable reports and interactive dashboards with best-practice metrics for sales, marketing, service, partner management, and executive users.

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