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Siebel CRM 8.1.1

Planned Features

October 2008


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Siebel CRM 8.1.1 Planned Features Page 3

PURPOSE STATEMENT

This document provides an overview of features and enhancement included in Oracles Siebel

CRM 8.1.1 release. It is intended to help you assess the business benefits of upgrading to Siebel

CRM 8.1.1, and to plan future business and IT projects.

DISCLAIMER

This document in any form, software or printed matter, contains proprietary information that is

the exclusive property of Oracle. Your access to and use of this confidential material is subject to

the terms and conditions of your Oracle Software License and Service Agreement, which has been

executed and with you agree to comply. This document and information contained herein may not

be disclosed, copied, reproduced or distributed to anyone outside Oracle without the prior written

consent of Oracle. This document in not part of your license agreement nor can it be incorporated

into any contractual agreement with Oracle or its subsidiaries or affiliates.

This document is for informational purposes only and is intended solely to assist you in planning

for the implementation and upgrade of the product features described. It is not a commitment to

deliver any material, code, or functionality, and should not be relied upon in making purchasing

decisions. The development, release, and timing of any features or functionality described in thisdocument remains at the sole discretion of Oracle.

Due to the nature of the product architecture, it may not be possible to safely include all features

described in this document without risking significant destabilizations of the code.


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Contents

Siebel CRM 8.1.1 Planned Features General Functionality........................ 6Siebel CRM 8.1.1 Overview........................................................................ 6Industry-Driven CRM.................................................................................. 7Siebel Contact Center & Service, Multichannel Products ...................... 7Siebel Customer Order Management ......................................................17Siebel Enterprise Marketing Suite ............................................................ 27Siebel Loyalty............................................................................................... 38Siebel HelpDesk.......................................................................................... 66

Siebel Partner Relationship Management................................................ 69Siebel Reports..............................................................................................75Siebel Self-Service .......................................................................................89

Industry-Specific Functionality ...................................................................119Siebel Communications, Media, and Energy........................................ 119Siebel Financial Services ..........................................................................129Siebel Life Sciences................................................................................... 132Siebel Public Sector ..................................................................................137

Oracle Business Intelligence Applications.................................................143Oracle business intelligence applications .............................................. 143

Oracle Master Data Management (MDM) ................................................151Oracle Master Data Management (MDM)............................................151Enhanced Siebel Data Quality................................................................ 151Data Watch and Repair............................................................................153

Platform Support...........................................................................................158Siebel Enterprise Server Platforms.........................................................159J2EE Application Servers ........................................................................ 159Siebel Web Server Platforms...................................................................159Siebel Database Server Platforms...........................................................160High Interactivity-Mode Clients.............................................................161Standard Interactivity-Mode Clients ......................................................161


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Standard Handheld Clients......................................................................162Language Support..................................................................................... 163


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Siebel CRM 8.1.1 Planned Features

General Functionality

SIEBEL CRM 8.1.1 OVERVIEW

Oracles Siebel Customer Relationship Management 8.1.1 release introduces

another evolution in Siebels industry-leading business applications. This newest

release underscores Oracle increased commitment to the Applications Unlimited

plan to continue providing enhancements to current Siebel, PeopleSoft, Oracle E-

Business Suite, JD Edwards EnterpriseOne and JD Edwards World customers.

With Siebel CRM, Oracle plans to introduce major enhancements designed totransform your customer-facing sales and service strategies while realizing

increased profitability with customer loyalty and marketing functionality.

For organizations wishing to improve business agility, Siebel CRM builds upon the

service oriented architecture (SOA) architecture introduced in release 8.0 by

supporting more open standards with enhanced Web services and Fusion

Middleware platform support.

This planned features document provides a preliminary overview of the primary

enhancements for Siebel CRM with several themes guiding the development of

this next-generation release:

Manage customers consistently across channelsand capture

increased revenue by extending your Web strategy with new customer-

facing enhancements using Siebel eCommerce and Siebel eSupport

applications.

Increase customer loyalty and profitabilityby delivering relevant and

timely customer programs with enhanced Web/e-mail tools in Siebel

Marketing and Siebel Loyalty applications.

Improve business agility with open standards leveraging Fusion

Middleware technology and Web services to develop a true SOA

environment for extending your CRM investments.


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INDUSTRY-DRIVEN CRM

Beginning with Siebel CRM 8.1.1, Oracles Siebel CRM will be focusing product

innovation, research and development, and integration investments on Siebel CRM

Industry Applications. Customers of Siebel industry-specific products will benefit

from new and deeper, more industry-specific enhancements for Siebel CRM

products.

Customers who purchase Siebel CRM are encouraged to take advantage of our

strategic investment direction by selecting and implementing Siebel CRM Siebel

Industry Applications (SIA) during purchasing, license key selection, and

implementation.

Existing customers who have purchased Siebel CRM Cross-Industry Applications1,

or who seek cross-industry solutions can continue to benefit from rich features and

capability delivered in their Siebel Enterprise Applications products up through

and including Siebel CRM 8.1.1. In future releases, Cross-Industry Application

customers will be able to upgrade to a comparable industry-based offering

delivering comparably robust capability along with the advantage of easier uptake

of new Siebel CRM products.

SIEBEL CONTACT CENTER & SERVICE, MULTICHANNEL PRODUCTS

Siebel Advanced Email Agent

Siebel Advanced Email Agent is an enhanced version of the Siebel eMail Response

feature. It enables users to effectively manage emails within Siebel application,

while focusing on customer information management. It provides an intuitive user

interface for agents to work on email-related customer interactions and provides

embedded Siebel features for tracking, and attaching customer data from other

screens/views.

Expanded Email Response Editor View

The new look improves the screen real estate available for outgoing mails, and

also will have an option of going through related incoming mail in the same view.

Users will get a wider outgoing message applet for replying to emails. The

next/previous buttons will remain in the inbound applet. The user can navigate to

the next incoming mail by clicking the next/previous buttons. The outgoing

message applet is displayed below the incoming message applet. Attachments will

be displayed at the very bottom.

1Cross-industry customers are specifically identified as those who have purchased,selected, and implemented Siebel CRM Siebel Enterprise Applications (SEA), SiebelCRM Horizontal Applications (HRZ), or Siebel Professional Edition products.


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Fig. 1 Siebel Advanced Email Agent screen, showing incoming and outgoing emails

Outgoing Attachments

A new outgoing attachment applet has been added to display the outgoing

attachment list. Users can easily manage (add, delete, drag and drop from desktop)

attachments for an outgoing email message.


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Fig. 2 Outgoing attachment view

Save and Resume

This feature allows users to save one or multiple email messages as drafts, and

users will be able to resume the work at a later time. This will enable agents to

compile and research all relevant information for the customer prior sending amessage.

Fig. 3 Resume and Save As Draft features

Contextual Preview

Contextual preview gives the quick and brief information about the particular

entity record, which is related to that email, like SR, Opportunity, Contact etc.

Fig. 4 Contextual preview applet for Siebel Advanced Email Agent

Save As Template

While drafting an email, the agent can choose to save the email as a template

directly from the outgoing message screen.

Fig. 5 Save as Template feature in Siebel Advanced Email


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Siebel CRM Chat

For customers, the availability of a chat channel means a near-real time support

experience even if live talking to an agent is not a viable option at a given time, for

example, because queue wait times are high or because the support center hasdecided not to offer the voice channel. Siebel Chat also gives customers more time

to formulate their issue more clearly, which might explain why many customers

choose to use chat, even if the support center offers a voice channel.

For support centers, the chat channel means an effective and efficient channel for

customer communication, because one agent can deal with multiple customer

interactions simultaneously. In Siebel CRM, Oracle delivers a robust and

comprehensive chat channel to Siebels existing multichannel footprint.

Integration with Siebel Contact Center

Siebel Chat is tightly integrated with Siebel Contact Center and leverages many ofits features and components, including:

Enhanced CTI Tool Bar

The Siebel Computer Telephony Integration (CTI) toolbar is enhanced to handle

chat as a new channel to support chat accept, transfer, hold, wrap up and release.

Fig. 6 Siebel Communications (CTI) toolbar

Automatic Creation of Service Requests

As a configurable option, Siebel Contact Center can automatically create a newservice request for every incoming chat request, except for chat requests in the

context of an existing service request. Service requests can also be created manually

once the chat session begins by using the Quick Actions drop-down list within the

Siebel Chat dashboard.


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Fig. 7 Agent and customer chat session Siebel Chat

Service request created in this manner pre-populate the new service request form

with data pulled from the customer and chat dashboards.

Integration with Siebel eSupport

Siebel Chat is fully integrated with Siebel eSupport. A user could be on a Siebel

eSupport web site for example and browse Siebel solutions, the knowledge base

and use the search functionality before requesting to chat with a Siebel Contact

Center agent. While chatting, the contact center agent will be able to view which

knowledge articles the customer has already seen in Siebel eSupport before

requesting the chat. The agent will also be able to push content from Siebel

applications to the customer through the chat channel, either in the form of plain

text in the chat window or by pushing URLs that immediately display in a window

on the customers desktop.

For more detailed information on Siebel eSupport, see the Siebel eSupport section

in this Statement of Direction.

Integration with Oracle Contact Center Anywhere

Siebel Chat functionality is based on the chat engine of Oracle Contact Center

Anywhere. Routing rules that take care of finding the best agent for a given chat

request are also set up in Oracle Contact Center Anywhere.

To administer and supervise Siebel Chat, the standard administrator and supervisor

tools of Oracle Contact Center Anywhere Chat are used. Features include: agent

skills ratings, chat queues, real-time load monitoring and balancing and custom

reports. The chat connections between customers and agents leverage SSL for

secure chat protocol of Oracle Contact Center Anywhere.


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Chat Features

Have You Tried This?

When requesting a chat session in Siebel eSupport, but before the chat request is

actually submitted, Siebel eSupport will execute a search against the knowledge

base using the problem description, area and sub-area provided by the customer

when they requested the chat session. It will list the results of that search, which

will exclude the knowledge base articles already visited by the customer. The

customer can then select one of the documents from the list and if that answers

the customers question abort the chat, or decide to continue to initiate the chat

request.

Chat Dashboard

Extending the idea of the customer dashboard in Siebel CRM, each Siebel Chat

session has a chat dashboard inside the chat pane. The Siebel Chat dashboard

contains chat request information and displays the knowledge base solutions a

customer has already reviewed online as well as the Quick Actions list.

Fig. 7 Siebel Chat dashboard located on the right-hand side of the Siebel screen.

The chat dashboard refreshes every time the agent switches between active chat

sessions. A streamlined version of the chat dashboard is also viewable to the

customer.

Persistent Customer Dashboard

The customer dashboard also refreshes every time the agent switches between

active chat sessions. In the persistent customer dashboard, an indicator icon will

signal the agent that the contact information used for the chat session does not

match the existing customer information on file.


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Knowledge Base Documents Visited

Siebel Chat remembers knowledge base documents, which have been viewed in

Siebel eSupport before the customer requested to chat with an agent. The

document list is visible to the Siebel Contact Center agent via the chat dashboard.

Fig. 8 Documents viewed by a customer are displayed

Frequently Used Text

While working on chat interactions, the agent will use many phrases time after

time. For example:

Thank your for waiting, how can I help you?

Please wait while I research your issue.

To avoid having the agent type in these phrases every time, a global library of

frequently used text is available to the agents.

Fig. 9 Frequently used text are displayed for the agent in Siebel Chat

Search Knowledge Base

An agent can select any portion of text from the chat dialog, and execute a full

contextual search by clicking the Smart Search button from the Siebel Chat

console. The results of the search query are automatically displayed in the Search

Results of the Siebel Search Center.

Smart Share

While solving the issue during a chat session, agents will frequently need to providecustomers with existing solutions to known problems. Siebel Chat has made it easy

for agents to share relevant information with customers with the click of a button.

Smart Share can be used to:

Share selected text by highlighting any text displayed in any Siebel attribute


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Share a solution summary and description for a selected solutions record

Share service request ID and description for a selected service request

record

To use Smart Share, the agent selects the text and clicks the Smart Share button.

The text will be copied to the section where the agent composes his reply.

Alternatively, the agent can also select a solution record and service request record,

and click the Smart Share button. A summary of the record (ID and summary

description) will be copied to the section where the agent composes his reply.

URL Push and URL Library

URL Push refers to the ability for an agent to share the content of a Web page

with the customer. The page will be automatically displayed in the chat window on

the desktop of the customer

The Siebel Chat administrator can set up frequently used URLs that point to pages

that will help resolve customer issues. This library of URLs is then available for

agents as a list during a chat session.

As a configurable setting, pushed pages can be displayed in the same browser

instance as the chat session or in a new browser instance.

Fig. 10 Example of a pushed URL to the customer desktop using Siebel Chat

Spell Checker

Siebel Chat integrates with Siebels standard spell checker allowing agents to checkchat text for spelling errors before sending to a customer.


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Activity Capture and Wrap-Up

An activity record is created for every incoming and transferring chat session. The

activity is attached to either a contact or a service request, depending on the

customer choice of configuration and condition of an incoming chat. The chat

transcript will be available as an HTML attachment to that activity.

Siebel Chat is the first channel to integrate with Activity Wrap-up, a new feature

introduced in 8.1.1. Releasing a work item ends the chat session and triggers wrapup mode. In wrap-up mode, the agent can perform any necessary call

disposition actions as well as provide an outcome, reason and feedback for the

chat interaction. This wrap-up data can be used in Siebel Analytics reports.

Fig. 11 The wrap-up screen in Siebel Chat allows the agent to detail the chat outcome.

Multiple Chat Interactions

An agent can have many simultaneously open chat sessions. Each chat session willbe represented by a tab with the customer name in the chat dashboard.

Fig. 12 Chat session tabs provide faster navigation during simultaneous chat sessions.

Persistent Application Workspace

When a Siebel Contact Center agent switches between active chat sessions, the rest

of the Siebel application screen will return to the same view where the agent left

off before switching to another active chat session.

Chat tabs also track the number of messages sent by customers whos chat

sessions are not in the foreground. For instance John: 3 means John has sent 3

messages while the agent is talking to some other customer.

When the agent hovers the cursor above a non-active tab, a yellow frame with text

will be displayed containing the last sentence sent in that chat interaction. For

example, if the customer just sent a message OK, I will try that now, there is

probably no need for the agent to make that chat session active. However, if the

agent reads Hello? in the frame box, the agent will likely need to change to that

session to respond.

Automatic Sending of Chat Transcripts

As a configuration option in Siebel Chat, a chat transcript can automatically be e-

mailed to the customer as an e-mail attachment once the chat session ends. The

transcript will be in HTML format and it will contain everything that took place


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during the chat session. For example, if a URL was pushed, this URL will be

captured in the transcript.

Siebel SmartAnswer

Siebel SmartAnswer is no longer sold as part of the Siebel CRM suite of

applications. The product is no longer shipped effective for all new and upgrading

customers beginning with Siebel 8.1 / 8.1.1. Existing customers of Siebel

SmartAnswer can continue to use their products, but will not be able to buy

additional seats.


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SIEBEL CUSTOMER ORDER MANAGEMENT

Companies have deployed numerous systems to plan, administer, execute, and

enforce commerce policies across the various channels where business is

conducted. These companies have found that they are no longer administering this

policy data in one comprehensive system; they are challenged with managing these

rules across numerous disparate systems. This reduces the ability of the enterprise

to introduce new products and prices effectively across channels and results incustomers receiving undesired inconsistencies across channels.

Siebel Customer Order Management is expected to address these challenges by

delivering enhanced set of out-of-the-box pre-built Web services that are intended

to expose Siebel Customer Order Management capabilities to various channels and

applications. This is expected to enable customers to extend this pre-built

functionality further across their enterprises, seamlessly exposing this functionality

in real-time through standard Web portals and other Web service-enabled

environments that service a significantly broader range of customers and

interaction models.

Siebel Customer Order Management plans to deliver additional benefits tobusiness administrators and end users; improve product and price administration;

and improve the run-time experience through several new capabilities including:

Oracle Application Development Framework (ADF) -based Siebel

Configurator user interface (UI): The ability to define ADF-based UI

themes within a configurator UI option and use them within the new Siebel

Self Service application.

Fig. 13 Siebel Customer Order Management configurator admin screen

Siebel eCommerce that uses Siebel Customer Order Management Web

services for all product, price and shopping cart management.

Enhanced configurator debugging capabilities: Request detailed

administration log for any product model issue investigation.


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Fig. 14 Configurator debugging screen

Product configurator sequencing allows the product administrator to define

product attribute and product child item evaluation sequence as part of

the configurator product structure.

Enhanced promotion integration addresses several promotion and

customizable product rule integration scenarios and resolves them with

minimum user intervention.

Fig. 15 Promotion integration view

Enhanced Order Management and Oracle Real Time Decisioning (RTD)

integration for Siebel eCommerce: Recommendations based on out-of-the-

box RTD engine policies.


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New automated dynamic pricing enabling process: Pricing customers will no

longer have to perform manual steps and make complex repository changes

in order to enable Dynamic Pricing.

New configurator grid user interface (UI): Provides the ability to place any

configurator control in a grid layout. It delivers enhanced data-driven UI

generation and layout support, and allows better use of screen real estate.

Fig. 16 Configurator grid user interface.


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Price Management

Siebel CRM introduces a number of new capabilities which address a growing set

of requirements generally referred to as price management. Price management is

defined as an integrated set of business processes that allow an organization to

become more efficient at managing price, which allows for the more effective

determination of the right price as influenced by internal and environmental

conditions.

Siebel Customer Order Management represents price management across five

process pillars: Analyze Plan, Publish, Execute and Negotiate.

Price management is a closed-loop process whereby:

Analyze provides the oversight of all pricing activities.

Plansare created driven by customer segments and pricing strategiestailored for each segment. Each strategy contains optimal prices and

discount guidelines that are used to drive behavior during negotiation.

Publishoccurs once strategies have been set. Prices and discount matrices

are translated to the media and content required for multi-channel, global

distribution.

Executeprovides the single system of record required for ensuring the right

price and discount guidance is always provided to the requesting systems or

users.

Negotiate occurs on the front line where the tools of the trade become price

recommendations, price waterfall analysis and customer complianceanalysis while being governed by the strategies created during planning.


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Siebel Deal Management

Customers want to extend their pricing and selling policy from a transaction-based

price to a more demand and analytics-driven deal management. New deal

management will help customers identify deals with Price Score Below That of

Corporate Standards and recommend a price strategy based on Customer and

Segment Analysis.

Siebel Customer Order Management includes deal management capabilities that

include:

Deal Management Administration

New profile framework and pricing segmentation enables companies to define

customer attributes and conditional attributes in order to create logical groupings

for effective and strategic price planning.

Fig. 17 New customer profile/segmentation view

New customer profile capabilities enable marketing administrators to assign values

to customer attributes in order to facilitate grouping of customers based on similar

characteristics and purchasing behavior.

New pricing strategy definition and pricing guideline policies enable price

administrators to define price range policies in relation to the defined waterfall

segments and whether the behavior driven by the guideline policy is constrainingor recommended. Guideline terms can be defined at the product or deal level as

well as other characteristics (user role, geography, etc).


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Also planned is the ability to assign pricing rules based on price segment and

conditional attributes. These rules include association to a price list, a guideline

plan, and available adjustments.

Fig. 18 New discount guideline plan configuration view

Quote and Order/Deal Runtime

The newquote and order/deal runtime capability plans to feature the following

capabilities:

Price waterfall enables price administrators the ability to define the

organizations price waterfall for deal assessment, reporting, etc. A price

waterfall is provided for individual line items as well as entire transaction toinclude guideline/target price points.

The price enforcement capability at quote, order or contract times prevents

the user from offering a price outside of the current policy with indications

regarding price policy compliance.

Pricing workflow provides the ability for a user to seek approval for price

points that are outside of policy, but required for a deal.


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Fig. 19 New deal policy enforcement view

Deal Analysis

Deal analysis within Siebel Customer Order Management plans to include:

Enhanced Price Waterfall. Enhanced price waterfall offers the ability to

define the organizations price waterfall for deal assessment which includes

individual line items as well as the entire transactions to include

guideline/target price points.

Fig. 20 New deal analysis/price waterfall view.


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Quote Assessment

The ability to compare and analyze the working quote against similar quotes

across products and customers. This feature provides a set of pricing metrics useful

for deal comparison.

Deal Management Workbench

The following features enable inline analytical capabilities concerning the currentdeal, allowing for effective and efficient deal assessment.

New price segmentation scoring algorithm to assess the current deal pricing

against similar deals within the price segment.

New ability to view the current requested deal pricing in relation to the

price segment.

New ability to perform impact analysis within the price segment.

New ability to gauge price trends within the price segment.

Fig. 21 New deal analysis/price recommendation view.

Siebel Price Performance Analytics

Siebel customers need to understand, track, and analyze the performance of prices

throughout the organizations. They also need the ability to assess the effectiveness

of price policies implemented through Siebel Deal Management. The new Siebel

Price Performance Analytics functionality includes:


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Price Segment and Deal Desk Analysis

Siebel Price Performance Analytics includes the ability to track and analyze the

performance of prices segments using metrics such as contribution margin,

discount effectiveness, price yield and price elasticity.

The ability to answer questions such as, which segments:

Are performing as planned? Are lagging behind plan, or other segments?

Are contributing the most margins?

Value my products differently?

Have the most opportunities for improvement?

The ability to manage deal desk activities by understanding:

Where are price exceptions the most prevalent?

Where are my guidelines to tight/broad?

What sales teams are constantly requesting deep discounts?

Where am I losing margin due to end of quarter deals?

Fig. 22 New Siebel Price Performance Analytics view


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Price Performance Analytic Dashboards

Siebel Price Performance Analytic Dashboards plans to include the ability to look

across customers and products to understand globally where opportunities for

improvement lie, and the ability to drill down into the customer/product hierarchy

to pinpoint areas of improvement.

Fig. 23 Siebel Price Performance Analytic Dashboard


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SIEBEL ENTERPRISE MARKETING SUITE

The Siebel Enterprise Marketing Suite offers solutions covering marketing

planning and resource management (MRM), customer analytics and segmentation,

campaign management, e-mail and web marketing, events management, real-time

decisions and interaction management, partner marketing, loyalty program

management, lead management, and marketing analytics. Using the Siebel

Enterprise Marketing Suite organizations can acquire more profitable customers,cross-sell and up-sell more effectively, retain valued customers longer, accelerate

time to market, and drive superior marketing performance.

World-Class Lead Management

Siebel Enterprise Marketing Suite provides an enhanced end-to-end response and

lead management process to dramatically accelerate lead follow-through, increase

lead conversion, and provide a common framework that marketing and sales can

manage together to monitor and improve results.

With Siebel lead management your organization can obtain a variety of business

benefits including:

Ensuring that all responses across channels are captured and processed on

a timely basis

Increased data quality, lead follow-through, and process consistency

through a consistent lead development framework shared between

marketing and sales

Higher conversion rates from an increased focus on passing better quality,

better qualified leads to sales, not just more quantity

An accelerated process of importing leads in the system, qualifying them,

and assigning to a sales rep or partner

Providing marketing a better mechanism for nurturing leads and keeping

them warm until they are ready to be handed to sales

Less IT dependency, more flexibility and local control for Sales and

Marketing operations to define their lead scoring, routing and other policies

Better visibility into the performance of the entire process

Enhanced Import of Leads, Responses, and Customer Lists

Siebel Enterprise Marketing Suite enables your business to accelerate lead follow-

up by empowering business users to import responses and leads without

dependency on IT or a central operations group.

Siebel CRM base module includes an enhanced set of features for business users to

import customer, response and lead data into the system. The list import

framework has been expanded to support a wider variety of data including the

ability to import new accounts, contacts, prospects, responses, leads, and offline


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survey results. All imports are fully integrated with data quality services to

maintain high data integrity.

Siebel CRM also introduces a variety of usability improvements to the list import

process. Data errors are collected for the end user with error messages, so the user

can quickly correct any data problems and re-import the corrected data. Users can

schedule import jobs for a one-time or recurring basis, or import manually.

Business users can also monitor the progress and status of an import job directlythrough the user interface (UI), so they have immediate knowledge when all the

data has been successfully added to the system.

List import is expanded in Siebel CRM to support both delimited text file types

(such as CSV, tab delimited) as well as XML files. In addition, the list import is

configurable and extensible for new data attributes and new types of objects, so

that the data capture process matches any object extensions in your CRM

deployment.

Fig. 24 Siebel CRM provides an enhanced self-service interface for easily importing

responses, leads and customer lists

Accelerated Lead Qualification and Prioritization

Siebel Enterprise Marketing Suite provides enhanced lead processing services and

business rules to more optimally score, prioritize and route leads across multiple

sales channels.

The solution leverages the Siebel business rules engine to provide a powerful,

flexible set of lead scoring, ranking and routing rules. Scoring, routing and other

lead services are exposed as common services across the application so all leads are

processed consistently, whether they were imported, entered by a user, or created

through automated scripts, workflows or other events.


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Control of lead processing rules is delegated to individual organizations, so that

each organization has local control over scoring rules, prioritizing and ranking, and

routing logic across their particular sales channels. They can also control other

policies such as time-based reassignment, so they can set their own time limits for

how long a sales rep is allowed to hold or convert a lead before it is escalated or re-

assigned.

Finally, marketing and sales operations can close the feedback loop by using leadimport to update final lead status and outcomes, for example when receiving

feedback from third-party call centers, resellers or separate CRM systems.

Enhanced Lead Management Usability

With Siebel Enterprise Marketing Suite, sales representatives and lead qualification

agents benefit from a tailored lead management user interface that enables them to

qualify and work leads more quickly and easily. The application provides tailored

views for the lead qualification process, including built-in functions for quickly

converting, retiring, and rejecting a lead. Data is auto-populated from the lead

onto new opportunities, and all leads follow a consistent set of status and

qualification values that are used to drive the lead conversion process.

To increase feedback to marketing and sales operations, when a sales rep rejects a

lead, the rep is prompted to provide feedback comments and justification, and can

indicate whether the lead should be re-routed to a different owner.

Fig. 25 Siebel Enterprise Marketing Suite offers new tailored views and built-in

functions for telesales and field sales representatives to easily qualify and work leads

Enhanced E-mail and Web Marketing

Siebel E-mail Marketing is a comprehensive permission-based and scalable e-mail

marketing solution that is fully integrated with Siebel CRM and multi-channel

campaign management. It enables marketers to plan, create, test, execute and track


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targeted, personalized e-mail communications. Siebel E-mail Marketing helps

consumer and business marketers personalize communications to ensure that they

are building trust through meaningful dialogue with customers, fully respecting

customer preferences, applying e-mail best practices, and gaining real-time visibility

into e-mail marketing performance.

Enhanced E-mail Marketing Usability

Using the Siebel task-based user interface (UI), users can walk through a simple

wizard-like flow to setup a new e-mail treatment, modify e-mail content, and test

e-mail deliverability prior to building a full campaign. The application automatically

parses HTML content and tags URLs for trackability. New e-mail testing features

allow the user to easily send a test to a list of several e-mail accounts, and the user

can test text-only, HTML-only, or full MIME delivery.

Fig. 26 A new task-based user interface layout makes it easy to quickly design

personalized e-mail messages.

Enhanced E-mail Server System Management

The Siebel E-mail Marketing Server has been enhanced in Siebel CRM to lower the

cost of system support, increase fault tolerance, assist with failure recovery, avoid

bottlenecks in the e-mail sending infrastructure, and ensure higher levels of e-mail

deliverability.

The Siebel E-mail Marketing Server now supports the ability to set threshold limits

for e-mail throughput so the administrator can define the maximum sending rate as

well as the overall rate through the E-mail Sending Daemon (ESD). The system

can also be set up to automatically designate failover components in the event that


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the primary component goes offline. In addition, all integration points between

Siebel E-mail Marketing Server components and the Siebel object manager have

been migrated to standard Web services to ensure standards-based access and

eliminate security concerns with proprietary protocols. To assist with installation

and troubleshooting, the system includes system test diagnostics so the

administrator can quickly confirm that all the connection points between

components are successfully connected.Siebel Enterprise Marketing Server includes new job management features to assist

marketing operations with job prioritization and job control. The new job

monitoring console enables the e-mail administrator to view the status of all jobs

across the system, and pause, resume, or cancel any jobs if desired. The Siebel E-

mail Marketing Server also includes automatic job prioritization, so that higher

priority mailings are delivered in the queue ahead of lower priority mailings.

Web Landing Pages and Surveys

With proliferating product offerings, segments, and advertising messages, many

organizations struggle to keep up with the volume of unique Web landing pages

that they need to create and deploy for their targeted online campaigns.

Siebel Enterprise Marketing Suite introduces a new module to enable business

users to rapidly design and launch targeted Web landing pages. Using an easy-to-

follow task-based UI, a landing site creator can pull from a library of shared,

reusable HTML templates, page headers, footers, style sheets, and other content,

to rapidly assemble a new site while maintaining corporate branding and style

guidelines.

The application also provides a simple setup screen to quickly build Web forms

and Web surveys. The end user can build a form or survey from a common

question library, and quickly create new ad-hoc questions when needed. When a

website visitor submits a form or a Web survey, the application automatically

captures the survey responses, and ties the data back to the question library and

campaign context.

All Web responses automatically go through a quarantine and data quality check

before populating the data in Siebel CRM, to ensure high data quality for new Web

responses and leads. The response capture process leverages the same common

services as offline response import, so that you have the option to run online and

offline surveys and capture the data in a common response repository and

question/answer history.

Enhanced Campaign and Dialogue Management

Siebel Campaign Management, an optional module of the Siebel Enterprise

Marketing Suite, enables marketing campaign managers to design and execute

multistage, multi-channel, recurring, and event-triggered marketing programs.

Using Siebel Campaign Management, marketing organizations are able to automate


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a series of communications and follow-up activities over time to ensure faster,

higher quality execution of campaigns while delivering more timely and relevant

communications that produce better results.

Siebel Campaign Management includes a powerful segmentation and campaign

targeting tool that helps organizations more effectively target relevant messages to

the right person. It offers unique segmentation and list generation capabilities that

enable any marketing user to define segmentation and suppression criteria againstmultiple data sources; get counts interactively; split segments into target cells; and

save segments for reuse. It is designed to deliver high performance and scalability

against the largest consumer marketing databases for a large numbers of users.

Siebel Campaign Management provides an intuitive graphical drag-and-drop

designer that makes it easy for a marketing campaign manager to design the

elements of a program including stages, schedules, target audiences, lists, and test

and control offers.

For example, a marketing manager might automate multiple steps or stages for a

trade show. The first stage could be used to send different invitations to different

audiences targeted for the event. Subsequent stages can be based on a customerresponse, a lack of response, or any other trigger defined by the marketing

manager. The second stage could be used to automatically send reminder notices

to any person who has not registered for the event. Subsequent stages might be

used to send thank-you messages or sorry-we-missed-you messages or to automate

follow-up calls by the telesales organization. The entire program can be automated

from the initial customer segmentation, through communication, to response

collection and analysis.

Siebel Campaign Management includes the following enhancements and new

functionality:

Enhanced Scheduled and Event-Triggered Communications enablesmarketing managers to more easily build one-to-one, event-triggered

marketing programs that significantly improve the timing and relevancy of

customer communications over traditional methods.

Enhanced Program and Campaign Design Usability improves

marketing productivity and reduce the time to create marketing programs.

Enhanced Contact Governance improves the flexibility for defining,

managing and enforcing contact communication and suppression rules.

New Inferred Response Support improves marketing measurement

through the use of inferred response capture and analysis

New Automated Lead and Activity Creationaccelerates qualified lead

follow-up and activity assignment.


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Enhanced Scheduled and Event-Triggered Communications

Marketing organizations can transform the effectiveness of their marketing

activities by improving the timing and relevancy of their communications and

follow-up activities using event-triggered marketing, and by shifting from one-off

campaigns to ongoing, automated dialogues that more effectively sense and

respond to moments of truth with the customer. In so doing, organizations can

more effectively deliver the right message to the right consumer at the rightmoment through the right channel. Siebel Campaign Management includes a set of

enhancements that make it easier to set-up and execute real-time, event-triggered

communications and automated one-to-one dialogues.

First, the program flow designer includes new icons to easily add triggers to the

communication plan. The trigger icon has been enhanced to enable the user to

select one of two modes of triggering: either a realtime customer event or a

recurring schedule. The new Wait icon enables the user to easily indicate the lag

time they want to enforce between two steps in the program flow. This enables

the system to automatically ensure that each individual customer receives

communications with these lag times based on when each customers triggering

event occurs.

Fig. 27 Enhanced program flow designer includes new icons

Siebel Campaign Management now includes an event trigger repository that tracks

all of the events that the marketing organization is listening for. Since many

customer events may not be captured within Siebel CRM, the event system has an

open service interface so that event information can be transmitted from other

technologies in the enterprise, such as Oracle Business Intelligence, OracleBusiness Activity Monitoring (BAM), database triggers and stored procedures, or

other third-party tools that can communicate using Web services. For events that

occur within Siebel CRM, you can also define run-time events which can act as a

trigger.


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When a customer event occurs, typically a marketer wants to apply some additional

targeting logic to ensure that each customer meets all the required criteria and that

the correct treatment/action is taken. Siebel Campaign Management includes

enhanced segmentation to enable users to define these eligibility and targeting

criteria in the same consistent user interface that is used for batch

communications. This offers several advantages including easier user training, the

ability to reuse existing segment definitions in both batch and triggered scenarios,and the ability to leverage all the existing customer metrics and attributes that are

already defined in the common analytics and segmentation metadata.

In some situations, the marketing organization may be monitoring a single event

which has the option to trigger multiple dialogues. In this situation, you usually

want to select the single best dialogue that will give the customer the best, most

relevant experience. The application includes a prioritization workflow that

monitors each trigger and applies logic to select which of the associated programs

should be executed. For more advanced prioritization of dialogues, this workflow

can be extended by adding calls to Siebel Business Rules or Oracle Real Time

Decisions (RTD).

Enhanced Program and Campaign Design Usability

To simplify the creation of multi-stage programs, the program flow provides a new

type of connector between flowchart icons called a constrained connector. This

connector enables the user to easily indicate that all the customers targeted in a

follow-up step of a program must be filtered only to customers that were touched

in the previous step. This enhances usability for end users, since they are no

longer required to manually include this filtering logic in their segment criteria, as

these constraints are enforced automatically.

For easier setup of test and control groups, the campaign allocation view has been

enhanced to enable the user to quickly indicate the control group size for eachsegment. In addition, the enhanced allocation matrix allows users to more easily

indicate the desired segment percentage or count for each cell, simplifying the

structure of their segment trees. The allocation view also displays the expected

cost of the campaign based on the costs of each treatment and the number of

targeted customers and indicates how much budget is remaining. Finally, the

allocation matrix has been enhanced to show all of the segments, segment trees

and internal lists in a single view. Users can use the columns displayed and

expand/collapse icons on the tree to expose or hide the desired amount of detail.


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Fig. 28 The enhanced campaign allocation includes several usability enhancements

Finally, the program flow designer has been enhanced to enable the user to include

calls to custom pre-processing and post-processing routines that may be required

to fully automate the program. For example, you may want to execute some

operations on the segmentation engine, such as running a data mining model or

seeding cache, before executing a campaign process. Another example could be a

post-processing workflow that runs during campaign launch to manipulate the

export files and distribute files to external vendors. These types of custom

processes and services can be included by the user directly in the program flow

design process.

Enhanced Contact Governance

A marketing organization wants to ensure that it does not communicate to its

customers too frequently or violate the customers preferences, abusing the

customers attention span. To avoid this situation, most companies establish a set

of communication policies that apply to each channel, region, segment, product

line and other contexts.

To help simplify the management of these contact planning rules, the Siebel

segmentation engine includes an enhanced framework to automate filtering rules

based on the specific context of the marketing communication. For example, a

marketing organization can set up a contact planning rule for each channel,

product, region or organization, as well as other parameters. When a triggered

dialogue or batch campaign is run, the system automatically applies the appropriate

contact planning rules in combination based on the treatment channel, region, and

other context to ensure all the appropriate suppressions are applied. The segment

designer view also lets the user apply different context filters to simulate the rules

effect on the audience size while the segment criteria is still being defined, so that


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they know exactly how many customers will qualify for the campaign. The

marketer has the option to save each simulation as a saved request for comparison

between scenarios.

Note: Contact planning capabilities are delivered as enhancements to the Siebel segmentation

engine, which leverages the Oracle Business Intelligence Enterprise Edition (OBIEE) 10.1.3.4

platform.

New Inferred Response Support

Responses to marketing activities are generally categorized as either explicit or

inferred. Typically, an explicit response is where an action taken by a prospect (e.g.

click on an email link, a returned reply card or a phone call to a telemarketing

center) can be directly linked to a campaign or a promotion. However, not every

response to a marketing initiative results in an explicit response being captured. A

bank may run a promotion to encourage new account openings within a certain

time period. If a person exhibited this behavior during this time period, but an

explicit response was not captured, an inferredresponse can be created and

associated to the promotion. This allows the marketing organization to more

effectively and completely measure the return on marketing investment.

Siebel Campaign Management includes new capabilities that allow a marketer to

define inferred response criteria and automatically apply these criteria to capture

inferred responses. The inferred responses can be used for both campaign

performance measurement, and to trigger dialogue actions. For example, you may

want to monitor customer activity that occurs outside the Siebel CRM application

and automatically create soft responses for customers that show the right pattern

of behavior. An inferred response can also be a non-event by a customer, such as

someone who registered for an event but did not show up.

The solution enables the user to explicitly define response definitions and

automatically create inferred responses as part of an automated marketing

program. The response definitions leverage the Siebel segmentation engine,

enabling you to define rich criteria from data and derive customer metrics from

across your enterprise.

The response definitions can be setup as explicit steps of the program flow, and

the user can choose when the response definition should be evaluated by

indicating the recurring or triggered schedule. The response step can be used with

a preceding Wait step to specify specific lag times between steps, such as waiting

30 days after a campaign to look for a change in customer behavior. The Wait step

can also serve as a time-out detector for non-events. For example, you might want

to monitor customers who did not display any of the desired behaviors within 10days and log a negative response for them.


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New Automated Lead and Activity Creation

To ensure respondents to campaigns receive follow up on a timely basis, your

organization may want to automate the process of creating leads for certain

valuable respondents in the program. Siebel Marketing includes enhancements to

enable marketing departments to automatically create leads and activities as part of

the end-to-end program design. Similar to the response definitions mentioned

above, the user can include a Lead icon in their program flow which canautomatically create leads for certain segments of your respondents. For example,

if a customer displays a series of responses, such as viewing an online demo,

downloading a whitepaper and attending an event within 30 days, you might want

to automatically create a lead and assign that to sales development for follow-up.

Some organizations use activities as the primary way to assign work to their field

organization. Siebel Marketing provides new options to define the follow-up

activity details for each treatment in a campaign. For example, for the direct sales

channel might want to automatically create activities for sales people to schedule

an appointment with the customer.

For any treatment in any channel, the marketer can indicate activity details such asactivity type, due date, priority, and expected duration. Once the treatment details

are defined, these activities are automatically created when the campaign is

launched, and the activities are automatically linked to the customer, campaign,

and treatment. Your organization can use Siebel assignment manager to assign the

activities to specific sales users or other employees based on territory, skills and

other criteria.

Fig. 29 Marketing treatments allow the campaign manager to automatically create

activities for the sales organization


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SIEBEL LOYALTY

Siebel Loyalty is a comprehensive loyalty program solution that allows

organizations to increase the value and duration of its most important customer

relationships, acquire rich customer insights, and improve the overall customer

experience through dynamic, differentiated and cost-effective loyalty initiatives.

Siebel Loyalty offers a unique customer-centric, multi-channel and multi-partner

loyalty solution that supports the entire loyalty marketing lifecycle on a commonopen, standards-based platform and provides flexibility and agility far beyond

traditional systems. Siebel Loyalty includes deep industry and loyalty best practices

support for member enrollment and management, points accrual and redemption,

personalized loyalty promotions and member communications, multi-channel

customer care and cross-industry partner management. Unlike other solution

providers, Siebel Loyalty is the only packaged solution that is fully integrated with

the industrys #1 rated CRM solution for a unified 360 view of the customer and

support for end-to-end processes to drive improved business results.

Accrual Management

Siebel Loyalty introduces a variety of new enhancements to accrual management to

enable greater program innovation, enforce higher levels of data integrity with

partners, and enable richer analysis of the impact of promotions and reward

schemes in driving member behavior.

Accrual Template

Loyalty programs often work with a partner network that spans a variety of

industries, such as retail, hotel, airline, car rental and financial services. Partnership

agreements often include unique stipulations to the partner for the completeness

and validity of transaction data that the partner submits for processing member

rewards. These stipulations can vary greatly from partner to partner based on theindustry they belong to and the type of products and services they offer.

For example, an airline transaction may require data about operating flight number,

date of departure and booking class, while a hotel transaction may require data

about room type, rate type, payment, dates of check-in and check-out and property

details. As a result, it can be challenging to ensure that the incoming transactions

from individual partners are valid and include the required data attributes to

process the member rewards successfully.

Accrual templates allow loyalty programs to setup automated, configurable data

validation rules for each partner and product combination. Templates

automatically check for common data integrity issues such as completeness of data,and duplicate transactions to help reduce occurrences of missing and incorrect

member accruals.

As a result, the organization will spend less time resolving customer issues leading

to enhanced customer satisfaction.


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Validation for Adequacy of Data

Accrual templates allow loyalty programs to define what data elements are required

in the transactions submitted by a given partner for a given activity to ensure that

member rewards are calculated accurately. For example, an airline program may

offer 50% of the miles flown as bonus points for flights booked in full fare

economy with all premier alliance partners and an additional 500 points for

booking online. To be able to reward members against these promotions, thetransactions submitted by the premier alliance partners must contain information

regarding the booking class as well as the booking channel.

Another example could be of a retailer, who rewards 500 bonus points for

customers shopping between 10 p.m. to 6 a.m., in addition to rewarding members

1 point per dollar spent. This requires the retailer to submit the time of transaction

as well as the amount spent by the member while reporting member activity to the

loyalty program for processing rewards.

Validation for Duplicate Transactions

Transactions submitted by partners need to be de-duped to avoid rewarding

members more than once for the same activity. Because the information used for

identifying duplicate transaction varies from partner to partner based on the nature

of member activity, accrual templates in Siebel Loyalty enable loyalty program

managers to define a configurable definition of what is considered a duplicate

transaction for each partner and type of activity.

For example, for a flight activity, a duplicate transaction may be identified based on

membership number, date of departure and flight number, while in the case of a

hotel stay, duplicate transaction may be determined based on membership number,

bill number, check-in/check-out dates and property code.


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Fig. 30 Accrual templates enforce configurable transaction validations to significantly

reduce the time to launch new partnerships, streamline partner communications, and

reduce the occurrences of missing or incorrect accruals.

Flexible Accrual Rewards (8.1.1)

Siebel Loyalty now supports flexible accrual rewards that enable organizations to

differentiate their program more effectively and take their program to the next

level of customer centricity. Flexible accrual rewards allow organizations to set-up

multiple reward choices for the same promotion. With flexible accrual rewards,

customers get to decide which reward best meet their needs and organizations can

more effectively drive desired behavior across different customer segments.

For example, a retail loyalty program comprising household, individual and

corporate members could run a promotion to maximize revenue and profitability

as follows:

Shop for $5000 or more in calendar year 2008 with average order value of $50 pervisit and win a reward of your choice from the following:

Option 1: 4 Tickets to Disneyland

Option 2: 10,000 Retail Points + 2,000 Swift Air miles

Option 3: 5% Discount on all purchases in the year 2009

Option 4: 2-Minutes Guaranteed Checkout' entitlement for the year 2009

This feature enables users to set up multiple incentive choices for each accrual

promotion. For a given promotion, each targeted member can choose an incentive

based on what he or she perceives to be of the highest value. When a member

qualifies for the promotion, the Siebel Loyalty engine triggers an incentive inline

with the members choice.

Flexible accrual rewards enable leading

organizations to run customer-centric

loyalty programs, aligned to the interests,

attitudes, opinions, and way of life of the

best customers of their business


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Figure 31: Flexible accrual rewards allows users to define multiple incentive choiceds

for each promotion.

Employee-Corporate Joint Rewards

With Siebel Loyalty, loyalty programs can reward both the corporate client and theemployee for an eligible business activity undertaken by the employee. The joint

reward feature enables loyalty programs to reward based on the following choices:

The employee (enrolled as an Individual type member); or

The organization to which the employee belongs (enrolled as an Account

type member); or

Both employee and the organization.

The joint reward schemes are typically based on the specific agreements between

the loyalty program and individual corporate clients. The point type used to reward

the employee and the organization can be the same or different. For example, anairline may reward a traveling employee 1 point per kilometer flown and 1,000

business points to his employer for the same activity.

FlexibleAccrualRewards


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Fig. 32 Employee-Corporate joint rewards enable innovative and tailor-made reward

schemes to target corporate customers one of the most profitable segments in the

airline, hotel, communications and car rental industries.

Micro-Tracking of Program Currencies (8.1.1)

Micro-tracking of program currencies allows loyalty programs to track and report

member point transactions at a more granular level to allow more meaningful

analyses of their earning pattern and the impact of individual reward schemes or

promotions in driving member behavior.

Users can now define one or more sub-categories referred to as 'point sub-types'

for each point type so that each accrual and redemption transaction is linked to a

point sub-type in addition to a point type. For example, an airline loyalty program

may have the following point sub-types: joint promotion incentive, class of service

bonus, recognition bonus, festival incentive, weekend bonus, fare bonus, and

service recovery incentives.

Fig. 33 Program definition is enhanced to include user-defined point sub-type setup

Point sub-type feature enables Loyalty

programs to more effectively analyze

member behavior and promotion

effectiveness.

PointsSub-types

Flight with King Air

Individual Member

Corporate Member

Employment

500 BizCredits

1000 Base miles

100 Tier Bonus

25 Status credits

Reward

Flight with King AirFlight with King Air

Individual Member

Corporate Member

Employment

500 BizCredits

1000 Base miles

100 Tier Bonus

25 Status credits

Reward


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Point sub-types also enable differential partner billing rates for the same point

type. For example, a loyalty program can apply different billing rates for a partner

for promotional points versus regular points. Siebel Loyalty will allow users to

setup billing rates for partners at the point sub-type level rather than at the point

type level.

For example, an airline loyalty program may charge its air partner 1 cent per mile

earned as a class of service bonus and 0.5 cents per mile earned as an incentive forflying on the weekend. The point sub-type feature provides loyalty programs the

much-needed flexibility to apply differential billing rates for the same point type.

Fig. 34 Point sub-types are associated with Accrual action so that the resultant accrual

item is linked to point sub-type for future tracking and analysis

Point Effectivity

Siebel Loyalty includes enhanced point effectivity to enable loyalty programs to

restrict members from redeeming points earned for a given activity until a specified

period of time. This is achieved by assigning effective dates to member accruals

with certain partners and maintaining an effective points balance separate from

the available balance. This is particularly useful for points accrued on retail

transactions, where the goods purchased can be returned. For example, if a retailer

allows goods purchased to be returned within 30 days of purchase, the accrualeffectivity can be set to 30 days after the purchase for that retail partner.

Loyalty Partner Management

Many loyalty programs seek to increase the benefits and rewards available to

members by building a network of partners through which members can accrue

benefits and redeem awards. However, setting up and managing the financial

aspects of loyalty partner networks can be complex and challenging.

Siebel Loyalty introduces a variety of enhancements to simplify billing processes

and automate common partner transactions including:

Flexible billing rate setup

Simplified billing through the ability to use a single point type to debit

partners even when member accruals span multiple point types.

Configurable cost sharing among partners participating in joint promotions.

Point sub-type feature enables flexibility

required to implement differential partner

billing rates for points based on the earning

basis (e.g. Base Miles versus Bonus Miles)

Linking Point Sub-types to anaccrual action


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Partner billing controls to enable loyalty programs to systematically track

partner balances and initiate the sale of points/partner billing at pre-defined

triggers based on the partnership agreement.

Enhanced Partner Billing (8.1.1)

Siebel Loyalty includes enhancements that enable loyalty programs to setup billing

rates for each partner inline with their partnership agreement and billingarrangement (i.e. pre-paid or post-paid). An accrual process in a loyalty

program that involves partners typically includes three basic steps:

1. A loyalty program member undertakes a business activity (say purchase of

a product or a service) with a loyalty program partner. The partner notifies

the loyalty program or submits the transaction for processing.

2. The loyalty program rewards the member (typically in points) for the

business activity based on accrual rules and applicable promotions.

3. The loyalty program bills the partner at the negotiated rate as per the

partnership agreement.

For example, a member of a loyalty program spends $250 on renting a car with a

program partner. The loyalty program rewards the member 250 points @ 1 point

per $ spent with the partner and bills the partner at the negotiated billing rate as

per the partnership agreement.

Fig. 35 Loyalty program-Member-Partner relationship

A partner is either Pre-paid or Post-paid (pay as you go) based on the billing

agreement between loyalty program and the partner. Pre-paid partners purchase

points in advance and maintain certain point balance with the loyalty program

throughout their active partnership tenure. Every time a member accrues pointsfor an eligible business activity with a pre-paid partner, its point balance gets

debited by a quantity determined by partner debit rules. The loyalty program

typically bills pre-paid partners in advance.


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Post-paid partners dont need to purchase program currency in advance or

maintain any point balance with the loyalty program. The loyalty program bills

post-paid partners after its members accrue points for eligible business transaction

with them, at a frequency mutually agreed between loyalty program and the

partners.

Billing Rate Setup For Post-paid Partners (8.1.1)

Siebel Loyalty now enables loyalty programs to setup billing rates for post-paid

partners to facilitate calculation of partner receivables for a given billing period.

Users can setup billing rates for each partner at the point sub-type level. Billing

rates have date effectivity that allows users to maintain multiple rates for the same

point type and sub-type combination for non-overlapping time periods.

This feature also allows loyalty programs to determine the proportion of points

accrued to be billed to the partner, based on the partnership agreement. It is

accomplished by setting up appropriate Billing percentage.

Partner managers can prepare a summary of total points accrued by point sub-type

for post-paid partners and use corresponding partner billing rates and billingpercentage to calculate the total receivable amount for a given billing period.

Fig. 36 Partner setup is enhanced to include Billing Rates setup for post-paid partners

Pricing Rule Setup for Pre-Paid Partners

Siebel Loyalty now allows loyalty programs to setup multiple pricing rules for pre-

paid partners. Each pricing rule can have a price range to define a unique billing

rate per point based on the quantity of purchase. For example, a billing rate of 20

cents per point applies up to 20,000 points, a billing rate of 18 cents per point

applies between 20,001 to 40,000 points and so on.

Partner billing feature enables loyalty

programs to implement flexible pricing

rules and facilitates streamlined partner

billing process, leading to enhanced

operational efficiencies and superior

partnership management, which is critical

in large multi-partner and coalition loyalty

programs


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Fig. 37 Loyalty program setup is enhanced to define Billing rates for pre-paid partners

A pricing rule is associated to each pre-paid partner to determine billing rate and

total order value for each points purchase transaction, either done manually or

through auto-replenishment.

Multiple pricingrules for Pre-paidpartners

Billing rates setupby quantity


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Fig. 38 Partner setup is enhanced to include billing type, minimum order quantity and

pricing rule association to drive billing for pre-paid partners.

Partner Billing Controls

To maximize a loyalty programs profitability, it is important that a program

maintains systematic financial controls with each partner. Siebel Loyalty providesnew partner billing controls allowing program owners to implement the billing-

specific policies based on the partnership agreements.

This feature allows users to set-up the following policies for each partner:

Re-order Level

When the point balance of a given partner falls below the re-order level, Siebel

Loyalty can initiate sale of points and billing to the partner. For example, if

the re-order level for a partner is 750,000 points, the loyalty administrator can

set automated alerts to trigger notification to the partner relationship manager

as soon as the partners point balance falls below the re-order level. The re-

order level can also be set as a negative number in case a given partner is

allowed to overdraw.

Credit Limit

When the point balance of a given partner falls below the credit limit, member

accruals for the activities done with that partner can be rejected or put on

hold. This provides time to investigate and resolve any billing issues before

the transactions are processed.

Auto-replenishment of Points for Pre-Paid Partners (8.1.1)

Siebel Loyalty now allows loyalty programs to automatically replenish the pointbalance for pre-paid partners once their point balance falls below the re-order

level. This feature uses a workflow to drive the automated point replenishment

process and determines:

Partner billing controls enable loyalty

programs recruiting multiple partners to

automate partner billing process in line

with the individual partnership agreements.


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a. The timing of auto-replenishment based on the reorder limit defined for

the partner

b. The quantity of replenishment based on the minimum order quantity set

for the partner

c. The billing rate based on the pricing rule associated with the partner.

Users can trigger replenishment in real-time or through a scheduled batch process.

Tracking Point Purchase Transactions for Pre-paid Partners (8.1.1)

Siebel Loyalty enables users to systematically track each point purchase transaction

manual or triggered through the auto-replenishment process. Loyalty programs

can use this information as a basis to generate receivable invoices in their financial

systems.

Unified Partner Point Type

Siebel Loyalty enables simplified partner billing processes by allowing loyalty

programs to use a single point type for partner transactions. Loyalty programs

often use multiple point types to reward members for eligible activities such as

bonus miles, recognition miles, and regular miles. However, to manage simplified

settlements with partners, Siebel Loyalty allows debiting partners in a single

(unified) point type. This eliminates the cumbersome task of selling multiple types

of points to each partner and tracking their balances by multiple point types.

To debit partners in a single point type for member accruals in multiple point

types, conversion rates are defined between point types, which are used to reward

members and the partner point type.

Fig. 39 Unified partner point type simplifies partner billing and reduces the complexity

of selling multiple point types to each partner.


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Multi-Partner Debit

New multi-partner debit capabilities enable loyalty programs to easily apportion

the cost of joint or packaged promotions with one or more partners. With the

new capabilities in Siebel Loyalty, loyalty program owners can define the precise

apportioning of accrual costs across the participating partners to ensure that

partner agreements are honored for the promotion.

For example, a loyalty program launches a packaged promotion, where a memberis rewarded 10,000 bonus miles, if she flies with Vision Air, stays at Dream Valley

Resorts for minimum of two nights and rents a car from CATZ rentals during

Christmas. The cost of the 10,000 bonus points needs to distributed according to

the program agreement. The cost may be distributed as Vision Air (40 percent),

Dream Valley Resorts (30 percent), CATZ rentals (15 percent), and the host of the

loyalty program (15 percent). In Siebel Loyalty, this can be easily achieved through

a joint promotion set-up feature.

Partner Statements

Siebel Loyalty supports partner statements on a periodic or ad-hoc basis. The

statement contains details like batch number, date, number of accrual records in a

batch, points accrued to the members and a partners opening point balance. This

allows systematic communication of transactions, member accruals, partner debits

and point balances to partners periodically or on demand. The statement can be

delivered to partners using Oracle BI Publisher, Siebel Email Marketing, or any

other third party fulfillment tool.

Redemption Management

Siebel Loyalty provides new redemption capabilities to enable delivery of superior

customer experience through variable redemption pricing. It also supports a wider

variety of payment options and redemption pricing capabilities.

Redemption Pricing Enhancements

Siebel Loyalty introduces several redemption enhancements including:

redemption pricing based on distance

support for multiple redemption price options

dynamic redemption pricing

automated point loan

bid-driven redemption pricing.

Redemption Pricing Based on Distance

This feature enables airline loyalty programs to set up base prices for air

redemption based on pre-specified distance ranges. The price for a given award

flight can then be determined based on the distance range it falls in. For example,

Multi-partner debit feature enables automatic

distribution of the cost of joint promotions

among partners, saving the Loyalty program

the rigor and complexity of doing this task

manually, thereby enhancing operational

efficiency and accuracy.


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an airline can define redemption prices for distance ranges 0 2,000 miles, 2,001-

4,000 miles, 4,001- 6,000 miles, and above 6,000 miles. When an award flight falls

in the distance range 0-2,000 miles the price set-up for this range will serve as a

base redemption price.

Fig. 40 Example of distance-based multi-currency redemption pricing

Multiple Redemption Price Options

Siebel Loyalty enables loyalty programs to offer multiple base price options to

members for an award by allowing:

1. Redemption prices in multiple point types; and

2. Multiple pre-defined Points + Cash price options

All the payment options are made available across all channels used to offer

redemption. For example, an economy class, one-way award flight within a

distance range 0-2,000 miles can be redeemed using any of the following five base

price options:

Option Mode Point Type Points Currency Amount

1. Points Miles 25,000 - -

2. Points + Pay Miles 15,000 USD 100

3. Points + Pay Miles 12,000 GBP 80

4. Points Points 40,000 - -

5. Points + Pay Points 20,000 USD 120


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Dynamic Redemption Pricing

Siebel Loyalty allows loyalty programs to dynamically ascertain the price of a given

award based on the member as well as transaction attributes such as member

status, membership tenure, nationality, date of transaction, transaction channel,

origin, and destination. Dynamic redemption pricing enables loyalty programs to

define one or more modifications to the base price for an award. For example, a

Loyalty program can offer 20 percent off on the redemption price for platinum

members flying between LAX and JFK on all the OneGlobe alliance carriers and

10 percent off for booking the award flight online.

Automated Point Loan

Siebel Loyalty supports the option to loan points temporarily to enable their most

valuable customers to redeem an award and enhance their experience. Siebel

Loyalty has streamlined the process to automatically loan points to members to

cover for the shortfall of points required to redeem a given award. The size of the

loan issued to the member is driven by limits set up at the members tier level sothat members in different tiers may enjoy different privileges. For example, a

Loyalty program can allow members in a platinum tier to overdraw up to 20,000

miles or 20 percent of the award value, whichever is higher, and those in a gold tier

to overdraw up to 10,000 miles or 10 percent of the award value.

Also, the automated point loan feature initiates the issue of a loan automatically as

a part of the redemption transaction, thereby eliminating the need to issue loan

manually as a separate transaction.

Bid-Driven Redemption Pricing

Siebel Loyalty supports bid-based redemptions, where members can bid for an

award online by quoting the price that they would like to pay for the award. After

the stipulated time given for bidding, the award is given away to the highest bidder.

As a result, the loyalty program can better optimize the precise redemption price

that members are wil

Siebel Crm 8.1.1 Sod

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