Statement of Direction January 2004 · Siebel Marketing 7.7 ... Please note that this statement of...

Siebel CRM Enterprise 7.7 Statement of Direction January 2004

Statement of Direction

Siebel 7.7 Release Statement of Direction Copyright © 2003 Siebel Systems, Inc. January 2004 Siebel Systems, Inc. Confidential Page 1

Siebel CRM Enterprise 7.7

This document contains confidential material proprietary to Siebel Systems, Inc. Your access to and use of this confidential material is subject to the terms and conditions of a Siebel Systems nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied, reproduced or distributed to anyone outside Siebel Systems without prior written consent of Siebel Systems. This information is pre-release and is subject to change without notice. The purpose of this document is to provide a statement of the current direction of Siebel Systems’ product strategy and product marketing efforts. Please note that this statement of direction is intended neither to bind Siebel Systems to any particular course of product marketing and development nor to constitute a part of the license agreement or any contractual agreement with Siebel Systems or its subsidiaries or affiliates.

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The information included in this document is pre-release and is subject to change without notice. The purpose of this document is to

provide a statement of the current direction of Siebel Systems’ product strategy and product marketing efforts. Please note that this

statement of direction is intended neither to bind Siebel Systems to any particular course of product marketing and development nor to

constitute a part of the license agreement or any contractual agreement with Siebel Systems or its subsidiaries or affiliates.

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Table of Contents

Siebel CRM Enterprise 7.7 Overview ....................................................................................................................4

Marketing ...............................................................................................................................................................6

Siebel Loyalty 7.7........................................................................................................................................7

Siebel Marketing 7.7..................................................................................................................................14

Siebel Email Marketing 7.7 .......................................................................................................................21

Siebel Events Management 7.7..................................................................................................................23

Siebel Marketing Analytics 7.7 .................................................................................................................24

Sales .....................................................................................................................................................................26

Siebel Sales Performance Solutions 7.7 ....................................................................................................27

Microsoft Outlook® and Exchange® Integration .......................................................................................29

Siebel Usage Accelerator 7.7.....................................................................................................................32

Customer Order Management ..............................................................................................................................32

Service..................................................................................................................................................................39

Siebel Field Service 7.7 .............................................................................................................................39

Siebel Email Response 7.7 ........................................................................................................................43





Siebel Call Center 7.7 ................................................................................................................................45

Summary ..............................................................................................................................................................48

Conclusion............................................................................................................................................................51





Siebel CRM Enterprise 7.7 Overview Many business challenges impair a company’s ability to provide a consistently positive and common experience to customers across channels, countries and product lines. Lack of an overall customer strategy, poorly-documented business processes, organizational silos and redundant instances of customer information all contribute to a high level of frustration for customers who want to feel like they are dealing with One Company. Siebel Systems provides the applications that enable companies to sell, service, and market in ways that are more focused on customer preferences; Siebel Systems enables the Customer-Driven Enterprise. Leading organizations understand that becoming customer-driven is a strategic imperative. By doing so, they can acquire more profitable customers, cross-sell and up-sell more effectively, retain valued customers longer, and reduce operating costs. Siebel 7.7 incorporates significant new and enhanced capabilities to enable the Customer-Driven Enterprise in several important ways:

• Gaining Insight and Monitoring Business Performance: More than ever, companies are trying to understand the profitability, preferences and service costs associated with their customers. To take appropriate action with customers at the right time, companies must be able to gain useful insight about the state of customer relationships based on both historical and real-time data. Effectively utilizing this customer data enables front-line sales and service personnel to respond with compelling offers in the context of very specific situations. Ultimately, this capability helps drive loyalty. The Siebel 7.7 enhancements focused on data mining and analytics allow users to further refine their communication strategies to score, classify and personalize appropriate offers in real time. These functional enhancements and the support for additional marketing business processes enable companies to optimize their interactions with customers and actively monitor the success of new sales, marketing and service initiatives.

• Optimizing Customer Relationships and Managing Execution: Organizations must acquire a rich understanding of customer needs, attitudes, behavior and preferences and then translate these insights into more relevant and cost-effective interactions across all channels. This customer insight should help companies intelligently focus on desirable customers, deliver compelling products and superior experiences, and respond swiftly to changes in customer behavior and market trends. A customer-centric organization also understands the importance of rewarding loyalty and respecting customer preferences and privacy. Customers want to choose the way they work with a company – the timing, the method, the language or currency – while maintaining a continuous dialogue synchronized across channels. To address these requirements, the Siebel 7.7 release includes new functionality to help companies better manage customer loyalty and overall marketing resources combined with numerous enhancements that streamline the execution of marketing campaigns.

• Greater Flexibility and Responsiveness: Companies must move decision-making on product and solution alternatives closer to customers in order to distinguish themselves from competitors. Transforming the buying experience for customers requires that companies provide more alternatives and flexibility in the decision-making dialogue without sacrificing the integrity of business policies in the organization. Companies must better optimize their deployment of resources to reduce the administrative burden on employees while improving overall service to customers. The Siebel 7.7 release has significantly enhanced functionality to the Customer Order Management, Field Service, Call Center and Mobile Solutions product lines to enable companies to provide flexible solutions that can be deployed quickly to their customers.





• Increased Productivity for Users of Siebel Applications: The activities that users track in office productivity and email applications are tightly linked to many sales, service and marketing processes. Siebel 7.7 incorporates dramatically enhanced support for Microsoft Outlook and Exchange integration as well as comprehensive user interface enhancements that improve the usability of the Marketing, Sales, Call Center and Service applications.

• Employee Alignment and Performance: Sales and service professionals benefit from sharing best practices with their peers and from ongoing training to increase their effectiveness. In addition, their achievement of goals is tightly linked to their understanding of their compensation. Companies can achieve greater alignment between employee behavior and corporate goals through support for more sophisticated approaches to training and performance management. Siebel 7.7 delivers performance management capabilities that target sales and call center employees.

Siebel CRM Enterprise 7.7 provides the most complete and comprehensive family of CRM applications in the marketplace, enabling enterprises to manage customer relationship across all touchpoints and drive superior corporate performance. By streamlining processes and providing sales, marketing and service personnel with better, more complete customer information, Siebel CRM Enterprise 7.7 enables organizations to establish more profitable customer relationships and decrease operating costs. Siebel 7.7 Statements of Direction are intended to help coordinate Siebel customers’ deployment plans with future releases of Siebel applications and offer a summary of the new and enhanced functionality planned for Siebel 7.7. Siebel 7.7 is the latest product release in the Siebel 7 family of applications. The functionality contained in the Siebel 7.7 Statements of Direction represents a subset of the functionality available in the Siebel 7 family of applications. For more comprehensive information regarding Siebel 7.7, please refer to the following Statements of Direction:

• Siebel Employee Relationship Management 7.7 • Siebel Analytics 7.7 • Siebel Mobile Solutions 7.7 • Siebel Reports Server 7.7 • Siebel 7.7 Configuration Framework • Siebel 7.7 Deployment & Operations • Siebel 7.7 Test Automation Framework • Siebel 7.7 Platform and Language Support • Siebel 7.7 Application Integration • Siebel 7.7 User Interface and Usability • Siebel 7.7 Industry Solutions

Siebel 7.7 is planned for release in Spring 2004. New features highlighted in this document are licensed separately from other Siebel 7.7 modules. This information is pre-release and subject to change.





Marketing Marketing organizations today are under pressure to increase their effectiveness and accountability. Traditional marketing rules no longer apply. Brand loyalty continues to erode due to an explosion of choice for consumers and businesses alike as customers are overloaded with messages. Customers are more sophisticated with more access to information than ever before – and at the same time have greater expectations for service, privacy protection and value in their business relationships. Organizations across industries report difficulty getting through to their audiences and trouble retaining their most valued customers. Holding on to profitable customers has become critical to ensuring continued commercial success. Marketers are also challenged with too much data, poor data quality, too little time and complex and ineffective tools for providing vital customer and operations insight. In addition, marketing has become more complex and difficult to manage as marketers seek to execute “one-to-one” marketing synchronized across multiple channels. At the same time, marketers are being asked to do more with less and justify every dollar spent. With the Siebel Marketing 7.7 product suite, organizations can address these challenges and help drive the transformation to a Customer-Driven Enterprise. Siebel Marketing applications – including Siebel Marketing 7.7, Siebel Email Marketing 7.7, Siebel Events Management 7.7, Siebel Web Marketing 7.7, Siebel Marketing Analytics 7.7, and Siebel Loyalty 7.7 – provide a complete closed-loop solution that helps organizations acquire more profitable customers, cross-sell and up-sell more effectively, retain valued customers longer, and reduce operating costs. The Siebel Marketing 7.7 product suite helps marketing organizations achieve greater effectiveness, efficiency and accountability. It also allows organizations to increase the value of each customer relationship by interacting with customers in a manner that reflects a deep understanding of their unique needs, behavior and preferences while improving the effectiveness of the entire marketing process including planning and budgeting, segmentation, campaign management, response and lead management, and measurement and reporting. Siebel 7.7 delivers significant enhancements and new capabilities in marketing to enable the Customer-Driven Enterprise.

• Siebel Loyalty 7.7: A new, comprehensive, best-in-class customer loyalty program management solution fully integrated with Siebel CRM Enterprise 7.7 that helps organizations maximize effectiveness of loyalty programs while reducing costs

• Siebel Marketing 7.7

o New marketing planning and resource management capabilities that streamline planning, budgeting and approval processes and help organizations manage resources more effectively

o Advanced segmentation and sampling capabilities to more effectively target customers with the right offer at the right time





o New interactive, step-by-step guides for common marketing tasks and enhanced marketing template features that speed user training and facilitate user adoption

o An enhanced marketing calendar that provides visibility of marketing activities across the enterprise

o Consolidated marketing and analytics metadata and repository that reduces total cost of ownership and makes it easier to install, configure and operate the application

• Siebel Email Marketing 7.7

o More scalable and enhanced permission-based email marketing that helps legitimate marketers deliver more relevant email messages while respecting customer preferences and reducing costs

• Siebel Events Management 7.7

o An enhanced customer-centric events Web site and events administration capabilities o New multistage event-based marketing programs that allow marketers to improve the speed,

consistency and quality of execution by automating multiple steps of an event-based marketing campaign

• Siebel Marketing Analytics 7.7

o New marketing planning analytics that improves the effectiveness and efficiency of the planning process by providing visibility into past results and requested spending

o New analytics metrics and reports that provide visibility into event performance and attendee behavior

Siebel Loyalty 7.7 Loyalty programs have become critical drivers of customer retention across virtually all major industries, including transportation and hospitality, financial services, consumer goods, retail, and communications. Loyalty coalitions have also become integral to the marketing strategies of many leading organizations. The reason for the growth of loyalty programs is clear and dramatic. On average, companies lose half of their customers every five years. Research shows that retaining just 5 % of those customers can boost profits by as much as 100%.1 Selling to existing customers is cheaper, faster and more profitable than acquiring new ones.

Until now, organizations have faced significant technology, process and organizational challenges maximizing customer loyalty. Many existing loyalty management systems are based on custom-developed software applications that are not easy to configure and adjust in real time, not scalable to support expanding program features and membership, not extensible across multiple channels, nor readily integrated with CRM and other applications used to track and manage customer relationships. In addition, existing loyalty management applications are often expensive to develop, operate and maintain.

Siebel Loyalty 7.7 addresses these challenges by providing the first and only prepackaged multichannel loyalty program management solution fully integrated with the complete family of Siebel CRM applications. In developing this solution, Siebel Systems worked with leading companies in different industries to identify and distill cross-industry best practices and requirements into a complete product offering.

1 Federick Reichheld, “The Loyalty Effect,” Bain & Company, Harvard Business School Press 1996





Siebel Loyalty 7.7 provides comprehensive support for the entire customer loyalty program lifecycle including program membership enrollment and management, points accrual and redemption, promotion management, and loyalty partner management. Siebel Loyalty 7.7 is a cross-industry application built on Siebel Systems’ industry solutions platform. Customers using Siebel industry-specific applications can leverage Siebel Loyalty 7.7 to quickly implement a loyalty solution that is tightly integrated with their existing data and technology infrastructure. Siebel Loyalty 7.7 provides support for all major user groups of a loyalty system with three integrated products:

• Siebel Loyalty Manager 7.7: Using Siebel Systems’ zero-footprint Web client, employees can access complete member information, accrual rules, redemption products, and promotion management capabilities.

• Siebel Loyalty Customer Portal 7.7: Members can access Siebel Loyalty 7.7 via the Web for functions such as enrollment, service requests and reward transactions. Members can view transaction history, tier status, and point balance, as well as process point redemptions.

• Siebel Loyalty Partner Portal 7.7: Partners can access Siebel Loyalty 7.7 via the Web to perform functions such as enrolling members, editing the partner’s profile information, and viewing debit and credit award transactions.

Siebel Loyalty 7.7 integrates seamlessly with the complete family of Siebel CRM applications. The unification of loyalty management with CRM and key customer-centric business processes enables organizations to leverage a complete view of the customer to improve program effectiveness, bring new programs and enhancements to market faster, and reduce the costs associated with maintaining disparate systems and applications. This integration means that loyalty programs can be defined, managed, rolled out and refined within an overall CRM framework, a system centered on optimizing customer relationships. At a high level, it means companies can better achieve three of their most important goals – improving customer loyalty, increasing revenue and reducing costs.

With Siebel Loyalty 7.7 companies can achieve the following business objectives:

• Implement loyalty-based rewards programs to capture new customers and retain valued customers longer

• Quickly assess customer value through a combination of real-time data and pre-existing customer profiles and then use this information to create effective loyalty-based programs

• More effectively increase loyalty program enrollment by leveraging Siebel Marketing 7.7 to identify actionable loyalty segments and deliver relevant offers

• Roll out a cost-effective loyalty strategy which accounts for asset utilization, excess inventory and product turnover to improve operational efficiency while still creating loyalty incentives

• Easily access customer data in summary or detail form to gain business insight on marketing campaign performance, past purchasing trends, current loyalty behavior and points redemption activity

• Provide a unique service to enrolled customers allowing them to view achievement levels for each loyalty program

Siebel Loyalty 7.7 is new in Siebel 7.7 and is licensed separately from other Siebel modules.





Siebel Loyalty 7.7 provides organizations with a holistic view of the customer to manage all aspects of customer loyalty programs.

NEW – Member Enrollment and Management Currently, many organizations with custom loyalty solutions cannot provide the high levels of service their customers demand. Often the information Member Service Representatives require to effectively help customers is dispersed across multiple, disconnected systems. In addition, since many custom solutions have been cobbled together over the years, implementing modifications to support new business requirements are difficult and time-consuming. Siebel Loyalty 7.7 solves these problems by providing a comprehensive and flexible multichannel customer loyalty management solution that:

• Supports enrollment of individuals, households, organizations or accounts across multiple channels including call center, Web, or partners.

• Allows organizations to define and manage tiers and groups or member types. • Provides a complete view of a customer’s loyalty program profile and history, including relevant

transactions (e.g., flights, car rentals), eligible promotions, enrolled promotions, service requests and activities, personal profile (e.g., hobbies, travel preferences, emergency contact), and communication preferences.

• Allows loyalty program members to define multiple levels of communication preferences for different types of information.

• Enables Member Service Representatives to fulfill requests immediately via email or fax or submit requests for mail delivery (e.g., vouchers, program benefits). Member Service Representatives can also quickly and accurately inform members of status or progress towards achieving a promotion.

• Enables Member Service Representatives to more effectively resolve requests from members on the first call.

Siebel Loyalty 7.7 allows organizations to increase member satisfaction, improve employee productivity, reduce costs and respond more quickly to needed program changes.





Siebel Loyalty 7.7 provides a complete view of a customer’s loyalty program profile and history, including relevant transactions, eligible promotions, enrolled promotions, service requests, personal profile and preferences.

NEW – Accrual Management Siebel Loyalty 7.7 has been designed to address one of the most fundamental problems in loyalty program management today – the application of broadly defined point accrual rules to a large set of customers. Experts in loyalty attest that the optimal way to develop and grow programs over time is by defining rules to earn points commensurate with customer expectations. For example, high-value customers that have been members of the loyalty program for longer periods relative to other members expect and should be rewarded more heavily for certain purchasing activity. At the same time, other segments may respond to the same incentives at the same rate but are willing to accept lower point accruals. Organizations can thus target customers with point accrual offers that meet their expectations while optimizing point distribution to better manage program costs.





Siebel Loyalty 7.7 addresses cross-industry accrual management challenges by:

• Differentiating the value of specific transactions by allowing customers to accrue different point types • Mapping tiers and associated accrual rules to ensure consistent point accumulation • Awarding point accruals for conducting business over different points of interaction including Web,

call center and partner channels • Offering transparency to customers so they can view statements, individual transactions, and accruals

online • Increasing system efficiency with a scalable transaction engine for managing complex accrual rules • Reducing total cost of ownership costs by eliminating the need for extensive IT support in the tuning

and optimization of accrual transactions

The Siebel Loyalty 7.7 engine can determine the points awarded to an eligible member for a given activity based upon a complex set of rules. Siebel Loyalty 7.7 allows loyalty managers to define promotions and point accrual rules through the user interface. Points can have a variety of characteristics, such as expiration date, and can be credited automatically based upon transactions with the company or with a partner. Points can be accrued differently based on whether they are “qualifying” or “non-qualifying.” For example, credit card earned points may not count toward changes in “tier” status for an airline-based program while mileage does qualify for tier status. Loyalty managers can update the rules to create incentives which promote existing or new partnerships. In some cases, employees can also manually enter points for items such as retroactive credits, loans and reverses. Loyalty managers can also access accurate real-time point totals to update and improve loyalty programs. By reducing the time required to define point accrual rules, Siebel Loyalty 7.7 improves productivity and increases the speed at which new programs are implemented. NEW – Redemption Management Many of the stand-alone loyalty program management solutions in the market fail to deliver a consistent experience to customers. This is especially true in the case of redemptions, where a reliable order management system and a flexible technology platform are necessary for managing redemption rules and processing redemption orders. In fact, many loyalty programs face challenges creating multiple point types with different redemption values, tracking these points, and associating the point redemption power to specific products. Siebel Loyalty 7.7 addresses these redemption management challenges. For example, with Siebel Loyalty 7.7, companies can award different types of points if members purchase products at discounted prices or allow points to be exchanged for merchandise where inventory levels are high. Companies can thus manage inventory more effectively, provide benefits for specific tier members and increase cross-sell opportunities. Siebel Loyalty 7.7 also allows improves redemption management through the following capabilities:

• Allows loyalty managers and partners to easily define point redemption rules, track multiple point types, and associate redemption power to products and services

• Provides a flexible architecture that combines product catalog and order management capabilities and allows organizations to track dollar and point redemption values

• Leverages a powerful transaction engine that helps process redemption orders efficiently, reduces maintenance costs and improves reliability

• Enables loyalty program administrators to make changes regarding redemption transactions and product categories in real time through an intuitive user interface





Additionally, Siebel Loyalty 7.7 provides more consistent customer experiences by allowing point redemption through multiple channels (e.g., Web, call center, partners), providing customers complete visibility into redemption transactions, and facilitating submission and resolution of service requests regarding loyalty issues. NEW – Promotion Management Promotions are vital to the success of any loyalty program. Their success requires an understanding of customer attitudes and preferences, past and predicted customer behavior and past promotion effectiveness. Loyalty marketers must then be able to quickly translate these insights into continual and effective promotions that drive the desired customer behavior. Often these promotions require collaboration with a variety of partners. However, most loyalty systems today are disintegrated and outdated and do not allow loyalty managers to operate at the speed and precision required for success. Companies may often wait weeks, and sometimes months, between loyalty promotion definition and execution. Moreover, current systems often force marketers to depend on IT resources for promotion execution and prevent efficient partner collaboration, leading to substantial bottlenecks and high development costs. Siebel Loyalty 7.7 enables companies to dramatically improve promotion management and realize rapid ROI by providing the following capabilities:

• An intuitive assistance-based user interface that reduces the dependence on IT staff and lowers costs • Ability to quickly create both complex and simple rapid-fire promotions as well as the option to define

promotions and rewards based on customer attributes increases the speed to market and promotion effectiveness

• Interactive collaboration with partners during the development, execution, and analysis of promotions improves the quality of loyalty promotion results

• Personalization rules to make promotions more compelling to customers • Easy access for customers to enroll into promotions, determine eligible promotions, and track progress

or status in a given promotion

NEW – Siebel Loyalty Customer Portal 7.7 Using the Web channel for loyalty programs allows brand owners to provide value to and build trust with their customers. It can also dramatically lower the cost of service and create an opportunity to present personalized promotions to customers. However, today’s loyalty program Web sites are often cluttered with general information and are usually not integrated with the company’s CRM system. These Web sites rarely provide personalized offers or allow members to determine their eligibility for various offers and loyalty promotion status. For example, high-value customers or frequent flyers in the airline industry often express frustration with loyalty programs because of the lack of information and visibility (e.g., the inability to determine why an expected reward did not materialize). These poorly managed Web sites and systems lower customers’ willingness to enroll in future promotions. Siebel Loyalty Customer Portal 7.7 addresses these challenges by providing a comprehensive, out-of-the-box and fully configurable loyalty program Web site. Siebel Loyalty 7.7 for Customers supports enrollment for individuals, accounts and households. Additionally, customers can redeem points for products and services, enroll in promotions, check status, generate online statements, view eligible promotions, and update profile information. Siebel Loyalty Customer Portal 7.7 enables companies to:





• Ensure that program member information is consistent and reliable • Increase the propensity for customers to participate in or enroll in loyalty promotions by presenting

highly relevant and personalized offers to customers • Empower customers to view all aspects of loyalty program participation including real-time visibility

into the participation status of a given promotion and reward information such as recent transactions, vouchers, accrued points, and associated expiration dates

• Reduce the cost of service by allowing customers to keep critical information such as travel profile, credit cards, and contact preferences up to date

• Improve program usage by allowing customers to redeem goods and services over the Web

Siebel Loyalty 7.7 provides an intuitive step-by-step guide for defining and modifying promotions.

NEW – Siebel Loyalty Partner Portal 7.7 Empirical data demonstrates that loyalty programs generate superior value when they become key components of the larger business ecosystem. To achieve this, companies may involve partners as members of the loyalty reward system, thereby enlarging the value proposition of the program to its members. Siebel Loyalty Partner Portal 7.7 enables partners of a loyalty program to enroll new members, submit business transactions, service customer requests, and collaboratively participate in the development and approval of joint loyalty promotions. Siebel Loyalty Partner Portal 7.7 provides the following benefits:





• Speed: Partners can collaborate more quickly and easily, reducing the time and resources involved in execution joint promotions.

• Efficiency: Partners can generate loyalty transactions and enroll members, enhancing the loyalty program effectiveness and efficiency.

• Quality: Greater visibility into members’ needs, attitudes and behaviors allows partners to improve customer service.

Siebel Loyalty Customer Portal 7.7 allows customers to access accounts, redeem points and check attainment levels through the Web.

Siebel Marketing 7.7 The Siebel Marketing 7.7 product suite provides a complete closed-loop solution that enables organizations to better understand their customers; flawlessly execute personalized campaigns synchronized across all channels; and optimize strategies through continuous testing, measurement and feedback. As a result, organizations can deliver superior customer experiences and optimize marketing processes such that they can create lasting and profitable customer relationships, build superior brand value, and maximize marketing ROI. Siebel Marketing 7.7 represents a major new release that includes significant enhancements and new features that help organizations improve the effectiveness and efficiency of their marketing activities. These capabilities include:





• Interactive “waterfall”-style reporting, and advanced segmentation and sampling capabilities that help marketers more effectively target customers with the right offer at the right time

• New marketing planning and resource management capabilities that streamline planning, budgeting and approval processes and help organizations manage marketing resources more effectively

• An enhanced marketing calendar that provides visibility of marketing activities across the enterprise • A consolidated marketing and analytics metadata and repository that reduces total cost of ownership

and makes it easier to install, configure and operate the application • New interactive, step-by-step guides for common marketing tasks and enhanced marketing template

features that speed user training and facilitate user adoption SEGMENTATION Siebel Marketing 7.7 offers enhanced segmentation and targeting capabilities that help organizations more effectively deliver relevant messages at the right time to the right person. Siebel Marketing 7.7 includes new functionality and a redesigned user interface that provides greater transparency during the segmentation process and allows users to view the impact of inclusion and exclusion criteria as they are applied. In addition, Siebel Marketing 7.7 takes full advantage of embedded data mining capabilities to enable marketers to more easily leverage the results of predictive models for improved segmentation and targeting. For more information on Siebel Data Mining enhancements, please see the Siebel Analytics 7.5.3 Statement of Direction. NEW – Interactive “Waterfall”-Style Reporting New reports with “waterfall”-style counts are provided so that the interaction between individual elements of the segment criteria can be clearly understood. Performance-enhancing mechanisms such as sampled counts and intelligent caching also improve the level of interactivity for users during the segmentation process. The segment editor also makes it easier for marketers to create statistically significant control groups and test cells by providing integrated statistical significance-checking based on inputs selected by the marketer. NEW – Advanced Sampling Methods Siebel Marketing 7.7 introduces a new segment tree designer to enable direct marketers to easily split and sample segments into highly targeted cells. Multiple sampling methods are provided to allow greater flexibility in this process. These include:

• Random • Nth • By rank, based on a selected metric • By N-tile, based on a selected metric • By value, based on a selected metric • By value range, based on a selected metric

Once the selected segments have been subdivided into appropriate cells for targeting, the task of associating these groups with the desired campaign offers is accomplished by simply selecting the desired combinations using an interactive matrix. For example, a marketer can now more easily split the result of segmentation criteria into three equal groups such as Platinum, Gold, and Silver, split each of these groups into a 10% random sample control group and remainder group, and then split each of the final groups by channel preference before assigning the appropriate treatment strategy and offer. Counts of allocations made teach campaign are directly available and maximum capacity thresholds for each campaign can be applied.





Marketing Plans Calendar SegmentsPrograms Offers

NetStarting Count: 400,000 Priority:

Customer Type Individuals

My Segment Tree

Segment Tree Name

Segments

High Value Individuals

Split by Age Range 25-35


Remainder

Medium Value Individuals

Global SuppressionsEligible Audience:

Do Not Call/Do Not Mail Suppressions

Cumulative565,000400,000

Manage

Control Group (Random 10%)

Remainder

Cross-sell score greater than 80%

Cross-sell score between 60% and 80%

Count Speed

SaveNew

Update Counts

Export

1234

5

6

7

180,00026,000

2,6006,1007,300

10,000

87,00067,000

90,000

My Segment Tree

Fastest (1% Sample)

Trees Segments

Advanced Options

My SegmentsHouseholds

High Value HouseholdsRisk of Churn HouseholdWin-back TargetsCross-sell Candidates

IndividualsHigh Value Individuals ..Medium Value Equity ...

Accounts

Shared SegmentsHouseholdsAccountsContacts

Select a segment from the catalog

Segments Segment TreesHome

Fields

Edit Segment Tree

Marketing Plans Calendar SegmentsSegmentsPrograms Offers

NetStarting Count: 400,000 Priority:

Customer Type Individuals

My Segment Tree

Segment Tree Name

Segments

High Value Individuals



Remainder

Medium Value Individuals

Global SuppressionsEligible Audience:

Do Not Call/Do Not Mail Suppressions

Cumulative565,000400,000

Manage

Control Group (Random 10%)

Remainder

Cross-sell score greater than 80%

Cross-sell score between 60% and 80%

Count Speed

SaveNew

Update Counts

Export

1234

5

6

7

180,00026,000

2,6006,1007,300

10,000

87,00067,000

90,000

180,00026,000

2,6006,1007,300

10,000

87,00067,000

90,000

My Segment Tree

Fastest (1% Sample)

Trees Segments

Advanced Options

My SegmentsHouseholds

High Value HouseholdsRisk of Churn HouseholdWin-back TargetsCross-sell Candidates

IndividualsHigh Value Individuals ..Medium Value Equity ...

Accounts

Shared SegmentsHouseholdsAccountsContacts

Select a segment from the catalog

Segments Segment TreesHome

Fields

Edit Segment Tree

Siebel Marketing 7.7 “waterfall”-style reporting provides users with a better understanding of the impact on counts caused by different elements of the targeting criteria.

MARKETING BUDGETING, PLANNING AND RESOURCE MANAGEMENT Many marketing organizations today are unable to ensure that global marketing plans and tactics, executed regionally, are tightly aligned with the corporate goals and objectives for marketing. More troubling is that marketing executives are often unable to demonstrate quantifiable results for much of their spending. In addition, marketing professionals often struggle with manual processes when they develop plans and budgets or collaborate with other employees, vendors, and partners when planning, designing and executing marketing programs. Siebel Marketing 7.7 includes new capabilities and enhancements that streamline planning, budgeting and approval processes, ensure alignment with corporate goals and objectives, and enable marketers to manage brand planning, design, execution and analysis phases more efficiently and effectively. NEW – Marketing Resource Management and Project Management Siebel Marketing 7.7 enables marketers to manage brands from the inception of a brand or marketing plan, to the definition of individual tactics, execution, and analysis of brand marketing effectiveness. Siebel Marketing 7.7 introduces the following new capabilities for planning and resource management:





• A project management center to manage personnel, funds, budget, materials and agency talent for projects

• Portal capabilities to collaborate with partners and agencies on creative development projects

Using Siebel Marketing 7.7 project management capabilities, brand managers and marketers can track all aspects of the creative development with external agencies. Once the creative development concept is approved, the brand manager and creative agency can work together to define the scope of the work and staff the best possible team for the project. As the development progresses, the brand manager can view the latest version of the creative asset and project status. NEW – Budget Request Management Siebel Marketing 7.7 provides enhanced support for planning and budgeting across the marketing organization. The Marketing Planning module includes new areas to support additional business processes related to allocation of marketing spending and tracking of spending through the execution cycle. Some of the supported business processes include:

• Budget Request Submission and Approval: Distributed members of the marketing organization can use the Budget Request module to submit quarterly or annual budget items for funding and approval. Requesting employees can include many important details about the items including the business justification, the funding needed, and the specific tactics related to the item.

• Purchase Request Submission: Companies can tie purchase requests and purchase orders generated by the marketing organization back to the relevant program, campaign or event, ensuring that every marketing tactic is approved, funded and tracked.

• Budget Tracking and Invoice Handling: Each campaign, program and event now provides a detailed expense budget to track the line item expenses for the project. Each expense item can also be tied to the vendor invoice and invoice items, so that the marketing team can keep accurate records of how much of the budget has already been committed and spent.

NEW – Approval Workflow Siebel Marketing 7.7 provides new capabilities to streamline the approval process and enable the marketing staff to collaborate and ensure that every tactic is reviewed by the appropriate employees. Using the new approval workflow process, users can circulate, review and approve important marketing items, including plans for programs, campaigns and events, budget requests, as well as offer content. Marketing managers can easily submit items for review, forward items for feedback, and approve or decline proposed marketing tactics. Each approval item carries a history of the approval status, reviewers and reviewer comments to help expedite feedback on the marketing strategy and finalize the launch plan. Every approval item is integrated with the Siebel Universal Inbox to quickly route items to the attention of the appropriate approver.

NEW – Enterprise Marketing Calendar Siebel Marketing 7.7 includes a new marketing calendar to share planned events, programs, and campaigns throughout the company. Using the enterprise marketing calendar, employees can easily gain visibility into all the marketing activities being planned across the company or within their organization. Users can utilize the timeline options to view the calendar by months, weeks, or days, and the query function allows users to easily filter the activities for specific criteria such as region, date, product line, or program type. In addition, the marketing calendar provides the ability to expand or collapse items displayed on the calendar so that users can see the desired level of detail.





CAMPAIGN MANAGEMENT Many companies report that campaign cycle times take too long – often as long as six months from concept to execution. Long cycle times not only limit the number of campaigns that organizations can execute, they also lead to lower response rates, as the messaging and data used for targeting can become obsolete. Siebel Marketing 7.7 includes enhancements which improve the speed and quality of campaign design and execution. Siebel Marketing 7.7 also includes several new features that enable campaign managers and operations managers to ensure that required actions are taken prior to a campaign launch and protections are in place to ensure repeatable, high-quality campaign execution. ENHANCED – Simplified Campaign Design Siebel Marketing 7.7 provides a streamlined business process designed to dramatically reduce the effort required to design, launch and manage a new campaign. With only a few steps, a user can now go from creating the campaign plan, to selecting the target audience, to launching the campaign, while still leveraging the full analytic capabilities of the product.

Marketing Calendar

Programs OffersMarketing CalendarHome

All Tactics Programs Events Campaigns

Post-Holiday Clearance Event

Mid-west Store Launch

Retention Program

Fall Acquisition Program

East Coast Event Roadshow

Hard Sell

Soft Sell

Fence Sitters

Combined Follow-up

New Stores – Test Wave 1


Remaining Cities

Second Reminder

Pre-Christmas Media Blitz

All Tactics

Program

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Campaign

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In Planning

In Planning

In Planning

Marketing Calendar

Programs OffersMarketing CalendarHome

All Tactics Programs Events Campaigns

Post-Holiday Clearance Event

Mid-west Store Launch

Retention Program

Fall Acquisition Program

East Coast Event Roadshow

Hard Sell

Soft Sell

Fence Sitters

Combined Follow-up



Remaining Cities

Second Reminder

Pre-Christmas Media Blitz

All Tactics

Program

Program

Campaign

Campaign

Campaign

Campaign

Event Plan

Program

Campaign

Campaign

Campaign

Campaign

Campaign

Event Plan

Type

Southern

Northwest

Northwest

Northwest

All

All

East

All

Chicago

Milwaukee

Mid-west

Mid-west

Mid-west

West

Region Status

Launched

Launched

Completed

Completed

Completed

Scheduled

Cancelled

Launched

Completed

Launched

In Planning

In Planning

In Planning

In PlanningPost-Holiday Clearance EventPost-Holiday Clearance Event

Mid-west Store LaunchMid-west Store Launch

Retention ProgramRetention Program

Fall Acquisition ProgramFall Acquisition Program

East Coast Event RoadshowEast Coast Event Roadshow

Hard SellHard Sell

Soft SellSoft Sell

Fence SittersFence Sitters

Combined Follow-upCombined Follow-up

New Stores – Test Wave 1New Stores – Test Wave 1

New Stores – Test Wave 2New Stores – Test Wave 2

Remaining CitiesRemaining Cities

Second ReminderSecond Reminder

Pre-Christmas Media BlitzPre-Christmas Media Blitz

All Tactics

Program

Program

Campaign

Campaign

Campaign

Campaign

Event Plan

Program

Campaign

Campaign

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Campaign

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Type

Southern

Northwest

Northwest

Northwest

All

All

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Chicago

Milwaukee

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Mid-west

West

Region Status

Launched

Launched

Completed

Completed

Completed

Scheduled

Cancelled

Launched

Completed

Launched

In Planning

In Planning

In Planning

In Planning

Using the enhanced marketing calendar in Siebel Marketing 7.7, users gain visibility into all departmental and company marketing activities and can thereby improve the effectiveness of planning and scheduling.





ENHANCED – Program Design Siebel Marketing 7.7 provides new capabilities for program managers to design powerful multistage, recurring and event-triggered marketing programs. Program designers who want to implement sophisticated multistep strategies can create conditional branching between stages of the program. Each stage can have its own target audience, schedule, and recurring execution. The program designer provides new flexibility for scheduling specific steps in the program. Any stage can be scheduled and repeated independently of other steps in the program, and any step in the program can be executed in a manual or automated approach, enabling the execution team to better support the real-life demands of the program schedule. NEW – Interactive Step-By-Step Assistance Siebel Marketing 7.7 users can benefit from an embedded help window that provides in-context, step-by-step instructions for common marketing tasks. This helps speed user training and facilitates user adoption. Each task includes hyperlinks to automatically navigate the user to the correct screen in the application and highlights specific fields and columns in the display where data should be entered for that step. In Siebel Marketing 7.7, all out-of-the-box tasks are configurable and editable during implementation, and new sets of instructions can be created using the task editor screen. NEW – Program, Campaign and Event Templates Siebel Marketing 7.7 provides a new Marketing Template capability for saving and reusing program, campaign and event templates. This dramatically reduces the setup time required to execute a new marketing program and facilitates repeatable, high-quality execution. Using the templates in Siebel Marketing 7.7, companies can share best practice approaches throughout the organization. For example, an organization could create templates that contain best practices and required activities including recommend approaches for direct mail, email, up-sell, cross-sell, retention and trigger-based campaigns. Users with limited training can easily pick from a menu of available program designs, thus reducing the amount of training required to learn the application. Administrators can also use templates to ensure that specific settings are always included to maintain the quality of the process and reduce user errors. Marketing Templates are flexible enough to suit the needs of many organizations. Any program or campaign can be saved as a template for reuse later, so users can take advantage of designs developed previously. The Siebel Marketing 7.7 template tool is also configurable and extensible so that additional objects and details can be included as part of the application of the template. NEW – Marketing Goal Templates Siebel Marketing 7.7 includes new goal templates that are designed to embed a best practice set of goals into each marketing plan. Using goal templates, marketing organizations can establish a standard set of performance metrics for each type of marketing tactic, making it easier to compare the business results across different projects. Whenever a user creates a new program or campaign toward a specific objective (for example up-sell, retention or acquisition), goal templates ensure that the appropriate metrics are included with the plan. ENHANCED – List Export Capabilities Siebel Marketing 7.7 provides enhanced list export capabilities to simplify integration with other vendors and channels for campaign execution. The new list format designer provides enhanced support for list formatting options such as sorting, file splitting, filtering, casing, and address shuffling. Administrators can also set up customized file headers and footers to support integration and post-processing requirements. Each campaign can leverage many different list formats simultaneously making it easier for a campaign team to distribute campaign lists to multiple teams and systems.





NEW – Approval Enforcement With Siebel Marketing 7.7, administrators and campaign managers can now set enforcement rules to ensure that approvals and signoffs are met before a campaign can be launched. ENHANCED – User Permission Controls Selected functions such as launching an outbound campaign, sending email batches, exporting files, and other actions can be limited to certain groups of employees in Siebel Marketing 7.7. The application is configurable to adjust which advanced actions each user group is allowed to perform. ENHANCED – Campaign Testing Siebel Marketing 7.7 also includes enhanced features for system campaign testing. Email content can be distributed to internal teams to verify that all aspects of the campaign are enabled correctly. Distribution lists can be quickly and easily previewed against the most recent data, and users can quickly export sample data into physical files to verify the formatting settings for the export list. NEW – Wireless Marketing Siebel Marketing 7.7 extends its multichannel marketing capabilities to include the delivery of wireless offers through short messaging system (SMS). Marketers can easily apply standard SMS templates to personalize outbound marketing messages. Wireless marketing offers can be delivered using batch outbound campaigns, automated recurring campaigns, or real-time triggers. SIMPLIFIED INSTALLATION, CONFIGURATION AND OPERATIONS Siebel Marketing 7.7 provides several new and enhanced features to reduce the total cost of ownership of the application. ENHANCED – Integrated Reporting and Segmentation Metadata Siebel Marketing 7.7 consolidates the administration of reporting and segmentation metadata into a single repository and administration environment. This shared metadata architecture enables administrators to leverage a single set of tools to install, define, test, and migrate marketing and analytics metadata between development, test and production environments. ENHANCED – Simplified Installation For customers using the Siebel Relationship Management Warehouse for segmentation, Siebel Marketing 7.7 provides a set of out-of-the-box metadata to support segmentation and list generation. The installation includes example metadata mappings, segments and distribution list formats to serve as a starting point and reference for new users. NEW – Graphical Metadata Builder for Marketing Segmentation Siebel Marketing 7.7 adds the ability to graphically define physical and logical mappings to external data sources. Using the same physical and logical diagram viewers already offered by Siebel Analytics, marketing administrators can create mappings and catalogs specifically for segmentation. This dramatically accelerates the design and configuration of segmentation metadata.





Siebel Marketing 7.7 provides optional interactive, step-by-step assistance that speeds user training and facilitates user adoption.

NEW – Marketing Metadata Migration Siebel Marketing 7.7 provides a new approach to help administrators manage the movement of segmentation metadata from development to test and production environments. All segmentation metadata is held in the standard Analytics Repository file and can be easily transferred to different environments and backed up for version control. This migration capability substantially increases the reliability of configurations and dramatically reduces the effort required to provide regular updates to business users. ENHANCED – Operations Management All server processes in Siebel Marketing 7.7 offer improved processing monitoring and logging. The progress of common server processes can be monitored by end users as well as administrators. In addition, messages are presented with less technical complexity for easier comprehension and diagnosis.

Siebel Email Marketing 7.7 Siebel Email Marketing 7.7 is the industry’s most comprehensive permission-based and scalable email marketing solution and is fully integrated across all customer touchpoints. It enables marketers to plan, create, test, execute and track targeted, personalized email communications including time-sensitive alerts and event-triggered mailings. Siebel Email Marketing 7.7 helps consumer and business marketing organizations tailor communications and content more finely to ensure that they are building trust through meaningful dialogue





with customers, fully respecting customer preferences, applying email best practices, synchronizing email with other customer touchpoints and gaining real-time visibility into email marketing performance. The Siebel Email Marketing 7.7 release extends support for permission-based outbound email marketing with enhanced personalization, performance, and scalability. ENHANCED – Personalization Siebel Email Marketing 7.7 offers enhanced personalization and content generation capabilities for outbound email communications. Consumers are overwhelmed with marketing messages and, as a result, marketing organizations are seeing lower and lower response rates. To counter this trend, organizations must fully capitalize on the customer information they have, and personalize messages using that data. Greater personalization results in capturing the consumer’s attention and ultimately higher response rates. New features in Siebel Email Marketing 7.7 provide greater flexibility with personalization merge fields, including the ability to extend the specific set of fields available to meet business requirements, as well as the ability to embed information from external data sources. ENHANCED – Dynamic Content Generation Content personalization is more than just including merge fields (e.g., first name, last name), and successful marketing organizations are obtaining even higher response rates when they personalize the actual content of the email based on customer information. When consumers opt-in for various marketing messages, it is important to capture their preferences for content and frequency and then tailor the content to match those preferences. This level of content personalization ultimately results in higher response rates and customer satisfaction. Email designers can also use enhanced features in Siebel Email Marketing 7.7 for conditional content generation for more highly personalized HTML content. With Siebel Email Marketing 7.7, any email message can control the display of any element of the HTML content by flexible “if-then-else” capabilities, including text, graphics, sections, or other formatting. ENHANCED – Message Tracking and Analytics Email marketing enables organizations to track the success of marketing efforts at a granular level. Email enables marketers to track if or when the message was opened, if it was acted upon, and if the person ultimately unsubscribed or opted out. The email medium enables organizations to capture all of this data, and Siebel Email Marketing 7.7 and Siebel Marketing Analytics 7.7 allow organizations to analyze that data and turn that insight into action. Siebel Email Marketing 7.7 includes prebuilt reports and metrics to track email delivery status in real time, including up-to-the-minute reports covering message delivery status, bounce-back statistics, response tracking, and click-through tracking. Siebel Email Marketing 7.7 also supports viral marketing programs, where marketers can track emails that recipients forward to friends and colleagues. ENHANCED – Opt-Out Processing Earning and respecting customer trust is absolutely critical to building a successful email marketing program. Customers want to be able to control the frequency and type of communications that they receive. For example, some customers may want to receive product alerts and a monthly update but not the weekly newsletter. Siebel Email Marketing 7.7 also includes the ability to manage email subscriptions at multiple levels – by contact, campaign, or subscription list – and deliver a granular level of preference management to the consumer. Marketers can offer consumers the chance to unsubscribe to a specific communication category or campaign, or all marketing material. The level of preference management provided in Siebel Email Marketing 7.7 results in stronger customer relationships, more targeted content and ultimately higher response rates and customer satisfaction.





ENHANCED – Email Performance and Scalability Marketing organizations are challenged to deliver the right message, at the right time, to the right person. Email communications are often time-sensitive and system performance and scalability is critical. Siebel Email Marketing 7.7 includes enhancements to support sending high-volume personalized email campaigns (greater than 1 million emails per hour) on a very scalable and cost-effective basis.

Siebel Events Management 7.7 Siebel Events Management 7.7 enables organizations to increase their ROI for event-based marketing programs while ensuring high-quality events that support and build brand equity. Siebel Events Management 7.7 provides organizations with a complete solution for flawlessly planning and executing a wide range of events such as seminars, product demonstrations, trade shows, conferences, and sporting events. Siebel Events Management 7.7 empowers marketing and sales professionals to easily and efficiently manage the entire events marketing process, including event planning and budgeting; partnership, vendor, and venue management; registration; onsite management; and post-event results analysis. Siebel Events Management 7.7 also offers an out-of-the-box and fully configurable events Web site – Siebel Events 7.7 – that supports online registration and payment, allowing organizations to significantly reduce event support costs. ENHANCED – Registration Web Site Siebel Events Management 7.7 expands the functionality of the customer-centric registration site – Siebel Events 7.7. New enhancements to Siebel Events 7.7 enable customers to view event sessions organized by tracks and choose sessions for registration based on their desired track. Attendees can choose to register for multiple sessions in a single step – the system then automatically checks for session schedule conflicts and informs the attendee prior to registration confirmation. The Siebel Events 7.7 registration Web site also incorporates an Integrated Web Banner displaying attractive HTML content to promote and describe the event within the registration site. The event Web banner can be used to display event details and can include rich HTML features such as graphics and flash animation. ENHANCED – Events Administration Siebel Events Manager 7.7 offers several enhancements to increase the efficiency of the event planning process. Siebel Events Manager 7.7 offers enhanced event administration capabilities, enabling event managers to plan, create, and host complex events more easily. Significant improvements in event planning include:

• Team-Based Visibility: Organize event information across different teams of users. • Session Planning Templates: Select a template for the event to automatically create an agenda of

sessions. • Improved Expense Management: Track all expenses related to an event and aggregate financials to a

parent marketing plan. • Approvals Management: Submit an event to an approvals cycle.

NEW – Event Registration Business Service In the latest release, Siebel Events Manager 7.7 and Siebel Events 7.7 manage registrations using a new business service. The Siebel business service architecture provides maximum flexibility by allowing developers to adjust the registration behavior, extend the business service, or create workflow processes.





Stage 1 Invite List EmailInvitation

LocalEvent

Stage 2 AttendanceList

ThankYou


LocalEvent


ThankYou


LocalEvent


ThankYou


LocalEvent


ThankYou

Using the enhanced marketing program designer in Siebel Marketing 7.7,users can create multistage event marketing programs that automate follow-up communications and improve event ROI.

NEW – Multistage Event-Based Marketing Programs Siebel Events Manager 7.7 offers full integration with Siebel Marketing 7.7 programs, allowing users to create complex, multistage event marketing programs. Program designers can promote events easily by directly linking targeted events to campaigns in a program flow using simple drag-and-drop icons. When the campaign is launched, attendees are invited to the event and automatically populated in the event attendee list. Responses are automatically tracked as attendees accept the invitations and begin the registration process. As a result, event managers can track each attendee through the life of the event, from invitation to confirmation to attendance.

Siebel Marketing Analytics 7.7 Siebel Marketing Analytics enables organizations to maximize results from their marketing investments. Siebel Marketing Analytics 7.7 provides in-depth customer profile information, allowing marketers to better understand their customers’ preferences, buying behavior, and profitability, thereby ensuring optimal targeting. Siebel Marketing Analytics 7.7 also empowers marketers to continually and in real time measure and improve the effectiveness of their multichannel marketing campaigns. It includes prebuilt and configurable marketing reports and dashboards that provide a complete, personalized view of results for active marketing programs, from leads generated and conversion rates to campaign cost and return on investment. By providing up-to-the-moment results and proactive alerts, Siebel Marketing Analytics 7.7 allow marketers to adjust their programs in real time, not after the fact.





NEW – Marketing Planning Analytics Marketing departments are under increasing pressure to invest in high ROI activities that directly contribute to corporate objectives while keeping expenses under control. However, an inability to manage budget requests from disparate divisions, align spending to corporate initiatives, track expenses across regions, or coordinate joint marketing fund commitments from partners often prevents optimal use of available money. Agile marketers demand the ability to understand their spending position in real time to maintain the flexibility to quickly respond to changing market and financial conditions with a change in spending and tactics. The new marketing planning analytics module in Siebel Marketing Analytics 7.7 allows marketers to manage a complete planning cycle from incoming budget requests through actual spending based on final submitted invoices while providing real-time insight to funds available throughout the execution cycle. Planned goals such as number of orders, cost per response, cost per order, or total spend are measured against achievement across the enterprise. Each metric is available for analysis by dimensions such as region, division, time period, marketing plan, or tactic. Rollups of budgeted, forecast, and actual amounts provide insight into the effectiveness of the overall planning process. Assessments based on these analyses help marketers understand the return on their planning investment and justify their critical budget allocations. Siebel Marketing Planning Analytics 7.7 provides the following benefits:

• Improved Visibility: Ensure that proposed marketing spending is allocated optimally and supports corporate objectives.

• More Control: Identify opportunities for reallocating budgets or canceling proposed spending in order to meet changing market and financial conditions.

• Better Insight and Decision Making: Measure actual versus planned results to more easily communicate marketing spend effectiveness and optimize marketing spending.

Siebel Marketing Planning Analytics 7.7 is a new product in Siebel 7.7 that is licensed separately from other Siebel modules. NEW – Event Analytics Siebel Marketing Analytics 7.7 offers detailed insight into event metrics and attendee behavior. Coupling Siebel Events Manager 7.7 and Siebel Analytics, event planners can more effectively manage their event resources and view event attendance trends. Using the Siebel Answers and Siebel Delivers products, administrators can also create dashboards and proactive alerts to provide important and timely information to the event manager’s desktop or email. Event Analytics functionality is part of a new product in Siebel 7.7 that is licensed separately from other Siebel modules.





With Siebel Marketing Analytics 7.7, detailed insight into event metrics and attendee behavior allows users to better analyze and plan events.

Sales The Customer-Driven Enterprise requires immediate and real-time access to the most up-to-date information to consistently create positive customer experiences. Siebel 7.7 provides usability enhancements, sales effectiveness tools, and improved integration – all designed to drive sales productivity and execution. Siebel Sales has become the accepted solution worldwide for helping organizations grow revenues more quickly, predictably, and profitably by enabling them to focus on the right deals at the right time. Siebel Sales 7.7 continues to improve sales force adoption and productivity with a number of usability enhancements including:

• iHelp: Enhances the out-of-box user experience with embedded, context-sensitive guidance. New users and experienced users working on infrequent or complex tasks can greatly benefit from the embedded guidance provided by Siebel iHelp.

• Rapid Form Fill: Decreases administrative burden on sales professionals by providing templates for data entry of common data values on forms throughout the application.

• Quick Print: Allows users to easily print lists of data from Siebel applications with a single click. For example, from the Contacts screen, sales professionals can click the print button and automatically





receive a formatted, printed list of the contacts displayed in their current query. • Screen home pages: Provide users with a central command center for quickly launching frequently

used individual screens and tasks using an intuitive, portal-based summary of key business processes. For example, from the Opportunities home page, sales professionals can search for any opportunity, link directly to recently accessed opportunities, drill down to complete common opportunity tasks for the user’s role, create an opportunity or drill down to predefined opportunity data sets of their choice.

For more information on usability enhancements in Siebel CRM Enterprise applications, please refer to the Siebel 7.7 User Interface and Usability 7.7 Statement of Direction

The introduction of Siebel Sales Performance Solutions 7.7 further enhances the effectiveness of sales professionals by leveraging organizational best practices and internal training. Finally, enabling employees to work seamlessly between desktop productivity applications and Siebel applications further enables the Customer-Driven Enterprise. Siebel 7.7 integration with Microsoft Outlook® and Exchange® centralizes all customer information across both Outlook and Siebel applications and provides the foundation for improved productivity and customer insight.

Siebel Sales Performance Solutions 7.7 Siebel Sales Performance Solutions help companies drive improved execution from the sales organization while increasing the productivity and effectiveness of individual sales representatives. Siebel Sales Performance Solutions 7.7 overcome the key challenges that impact performance in sales organizations, thereby increasing revenues, lowering the cost of sales, and lowering sales rep turnover. Siebel Sales Performance Solutions 7.7 address the following five business process areas. NEW – Salesperson Metric Dashboard Measuring sales performance solely on the basis of revenue attainment is a reactive approach to sales management that looks in the rear-view mirror at where the sales organization has been. Siebel Sales Performance Solutions 7.7 support a better approach, the deployment of role-based sales dashboards across the sales organization. These new dashboards provide sales professionals insight into their performance against key metrics, including leading indicators, or predictors of sales success. The visibility from Siebel Sales Performance Solutions 7.7 allows sales management to take specific, proactive steps to improve the level of sales execution. NEW – Sales Goal Planning Siebel Sales Performance Solutions 7.7 allow sales managers to set goals for each sales representative for a given period and track relevant key performance indicators (KPIs) for these goals. Providing sales representatives visibility into their own KPIs and tying compensation clearly and explicitly to these objective metrics motivates and focuses the sales force on the critical tasks necessary to ensure success for themselves and the organization. Siebel Sales Performance Solutions 7.7 also allow managers to easily identify high-performing sales representatives, both to reward them accordingly and to study their success as a blueprint for the rest of the organization.





In Siebel Sales Performance Solutions 7.7, the sales representative’s balanced scorecard provides an overview of key performance indicators to enable a focused effort on key corporate objectives.

NEW – Sales Content Portal Siebel Sales Performance Solutions 7.7 provide a single, effective communication channel that consolidates information necessary for sales professionals, whether it is marketing collateral, the latest product specifications, details of new sales campaigns, or the schedule and location of upcoming sales training. Siebel Systems’ zero-footprint, Web-based architecture means that the sales content portal can be accessed by a geographically dispersed sales force with a minimum of effort and training. NEW – Integrated Sales Training Sales training is expensive, not only in dollars spent on travel and lodging, but also in time spent away from the field. Siebel Sales Performance Solutions 7.7 employ a blended learning approach, allowing companies to combine instructor-led and media-based training. This integrated training increases flexibility for sales professionals in terms of when and where to take training. Siebel Sales Performance Solutions 7.7 also allow companies to track the competencies of the sales organization. Siebel Sales Performance Solutions 7.7 track the training history of each sales representative, so that managers can identify and address skill gaps efficiently. Embedded analytic tools also measure the impact of training on performance, ensuring the sales organization maximizes its ROI from training.





NEW – Sales Help Desk Every hour that a sales representative spends resolving IT issues or issues with a commission check is an hour spent away from customers. Siebel Sales Performance Solutions 7.7 features a unified help desk environment, providing sales professionals with a single point of contact for a variety of questions, including sales operations, human resources or IT. The new sales help desk capabilities reduce time spent on administrative tasks, enhance productivity, and drive revenue by centralizing necessary sales tools, information, and support.

Microsoft Outlook® and Exchange® Integration Enabling employees to work seamlessly between desktop productivity applications and Siebel applications plays a vital role in end-user acceptance of CRM applications. This integration is a critical component of providing users with the insights necessary to facilitate the transformation to a Customer-Driven Enterprise. Siebel 7.7 integration with Microsoft Outlook® and Exchange® centralizes all customer information across both Outlook and Siebel applications. Whether end users are working with a task list, scheduling a meeting, or recording a new business contact, Siebel 7.7 integration with Microsoft Outlook and Exchange provides them with the flexibility to quickly and easily gain real-time insight into customer interactions. This advanced integration enables Siebel applications to become the true repository for all customer-related information. Siebel 7.7 integration with Microsoft Outlook and Exchange overcomes the challenge of making the CRM system transparent; interacting with Siebel applications occurs as part of end users’ daily tasks. This extensive integration includes:

• A server-based synchronization engine that synchronizes calendar appointments, contacts, employees and tasks between Siebel applications and Microsoft Exchange

• Access to the Microsoft Outlook calendar from within Siebel applications • A Microsoft Outlook add-in that allows users to link Microsoft Outlook contacts, tasks, and

appointments to Siebel data such as opportunities and service requests

Siebel 7.7 integration with Microsoft Outlook and Exchange makes the creation of appointments, tasks, and contacts in desktop productivity applications into a value-added activity which benefits all employees, driving user adoption and collaboration. NEW – Server-Based Synchronization Engine Personal Information Manager Server Integration (PIMSI) enables real-time bidirectional synchronization of calendar appointments, contacts, employees and task list items between the Siebel database and Microsoft Exchange servers. This new feature maximizes employee collaboration – users can schedule appointments through Siebel applications, and the meetings are available in all participants’ Outlook calendars. Users can also propose new meetings via Outlook (or time changes to existing meetings), and those are automatically updated in Siebel applications. PIMSI also increases user adoption, as users are more comfortable using familiar applications, such as the Microsoft Outlook calendar. The seamless integration between Siebel applications and Microsoft Outlook thus significantly lowers training costs. Additionally, the total cost of ownership of Siebel’s server-based integration is significantly less than client-based synchronization solutions. PIMSI consolidates all functionality into a single server component, centralizes administration, and eliminates the need to configure and maintain client-based instances of the software.





PIMSI is a server component that resides on a dedicated Siebel server running Windows; administrators do not need to install any components on their Microsoft Exchange servers to benefit from this enhanced functionality. PIMSI is compatible with Microsoft Exchange 2000 and 2003. Server-Based Synchronization Engine functionality is part of a new product in Siebel 7.7 that is licensed separately from other Siebel modules. NEW – Embedded Microsoft Outlook Calendar (EOC) With Siebel 7.7, users can access the Microsoft Outlook calendar on the Siebel home page as well as on the Siebel calendar screen. The embedded Microsoft Outlook calendar (EOC) is a fully functional Microsoft Outlook client that offers the same functionality that can be accessed via the stand-alone Microsoft Outlook client. Appointments created via the EOC are automatically passed to Microsoft Exchange and then written to the Siebel database via PIMSI. Users can interact with those records in any Siebel activity view.

Users can access the Microsoft Outlook calendar from within Siebel applications; all appointments, contacts, and tasks are automatically synchronized with Siebel applications.





The embedded Microsoft Outlook calendar significantly improves end-user productivity by allowing users to leverage powerful usability tools from both Siebel and Microsoft applications within a single environment. Siebel 7.7 also eliminates navigation between multiple applications to complete calendaring tasks and streamlines the process of scheduling meetings with both Siebel and non-Siebel users. Embedded Microsoft outlook Calendar (EOC) functionality is part of a new product in Siebel 7.7 that is licensed separately from other Siebel modules. NEW – Microsoft Outlook Add-In The new Microsoft Outlook add-in with Siebel 7.7 allows users to link Microsoft Outlook calendar appointments, contacts, and To-Do list items to Siebel data from within the Microsoft Outlook user interface. For example, users can create calendar appointments in Microsoft Outlook and link those appointments to relevant Siebel opportunities. Once users associate Siebel links to a Microsoft Outlook record, they can use these links to navigate directly from the Microsoft Outlook client into the appropriate Siebel application.

From Microsoft Outlook, users can associate tasks, contacts, and appointments directly to Siebel accounts and contacts and then drill directly into Siebel information.





The new Microsoft Outlook add-in with Siebel 7.7 allows companies to build an even more comprehensive view of their customers by supplementing Siebel data with information that originates in Microsoft Outlook. Additionally, Siebel links dramatically improve productivity by allowing users to efficiently navigate to relevant Siebel data from anywhere in Microsoft Outlook. Finally, Siebel 7.7 continues to promotes collaboration and customer knowledge by linking the information in desktop productivity applications (e.g., appointments and task lists) to a centralized customer repository.

Siebel 7.7 continues to offer a native Siebel calendar that provides robust calendar and scheduling capabilities with deep integration to Siebel data and processes. Consequently, whether customers choose the Microsoft Outlook or Siebel calendar as their primary tool, they can leverage the scheduling functionality that is seamlessly integrated with Siebel applications. Siebel 7.7 accordingly increases end-user productivity, adoption, and collaboration, and spurs the transformation to becoming Customer-Driven Enterprises.

Microsoft Outlook Add-In functionality is part of a new product in Siebel 7.7 that is licensed separately from other Siebel modules.

Siebel Usage Accelerator 7.7 Siebel Usage Accelerator 7.7 enables customers to maximize the impact of their Siebel CRM deployments by providing an out-of-the-box application to measure and manage best practice user adoption and effectiveness. The application provides insight at every organizational level into performance relative to the company’s CRM objectives. The initial release of the application is targeted at the needs of inside and outside sales organizations and subsequent versions will focus on additional user groups. The intended users of the Siebel Usage Accelerator 7.7 are Sales Operations, Sales Management and Sales Representatives. The application, which leverages the industry-leading capabilities of Siebel Analytics, provides a robust set of dashboards and reports tailored for each user group. By using Siebel Usage Accelerator 7.7, front-line sales managers will be empowered with actionable information about their teams’ effectiveness, enabling them to easily identify and reinforce desired behavior. End users can better align themselves with the company's goals by reviewing their performance via a personalized scorecard and by following action plans that guide them to the information that requires their attention. Siebel Usage Accelerator 7.7 will provide customers with a clear understanding of how their Siebel CRM applications are leveraged and identify areas of focus with the ability to track progress over time.

Siebel Usage Accelerator 7.7 is a new product in Siebel 7.7 that is licensed separately from other Siebel modules. NEW – Role Based Usage Reporting In order to maximize the effectiveness of a CRM deployment in a sales organization, it is critical to understand how the CRM application is used. While it is helpful for Sales leadership to have visibility into sales performance, the real value to a sales organization is in driving this knowledge down to front-line managers and sales representatives, who are in the best position to take action on the information. For this reason, Siebel Systems has developed a set of custom-tailored dashboards to address the needs of each of the following job functions:





• Sales Operations: The Siebel Usage Accelerator 7.7 provides Sales Operations with a robust set of metrics as discussed below, as well as the ability to track an organization’s progress over time. The application can provide identification of the system’s best-practice user groups that can be used as a model throughout the organization. With insight into sales performance, Sales Operations can quickly identify areas where additional sponsorship or training is needed and can track the impact of actions taken.

• Sales Management: The measurement and understanding of user adoption and effectiveness is essential to Sales Management. Information on the team’s performance relative to its compliance with recording data must be quickly available. Siebel Usage Accelerator 7.7 provides managers with a team scorecard that quickly and accurately targets team members worthy of reward or additional coaching.

• Sales Representative: The demands on time-impoverished sales representatives can often lead to less than optimal system usage. Siebel Usage Accelerator 7.7 provides each sales representative with an easy and efficient way to stay aligned with the company’s CRM applications usage expectations. Each sales representative is provided with an individual scorecard and action plan. Reports detail the sales representative’s progress and guides him or her to areas requiring attention. The ability to identify opportunities and weaknesses results in efficient use of the sales representative’s time, satisfying sales management’s need for information and ultimately increasing sales.

NEW - Usage Accelerator Dashboards and Metrics Siebel Usage Accelerator 7.7 tracks user adoption and effectiveness metrics across four categories, which are presented to the user in seven separate dashboards. Each user type receives information based on the user’s job function and Siebel application visibility rights.

• Application Usage Dashboard provides visibility into the behavioral attributes and usage patterns of those using the system. The metrics enable sponsors to quickly identify areas in need of improvement and individuals who require additional help to meet the company’s CRM standards. These metrics are critical during the rollout and upgrade phases when deploying a Siebel Sales application so that you can easily identify areas in need of focus, make corrective actions quickly and monitor the impact of your actions.

• Opportunity Update Dashboard delivers reliable information to organizations that use Siebel Opportunity Management for tracking their pipeline and sales forecasts. The metrics provide a focus on opportunities by ensuring that current and accurate information is in place. Use of the Opportunity Update Dashboard allows Sales and Finance executives greater confidence in the reliability of the information they use to forecast revenue, set goals, and guide sales representatives.

• Information Completeness Dashboard assists in the completion of contact and account information by highlighting what is missing in an individual entry or in a set of entries. By capturing incomplete fields and directing a sales representative’s attention only to those fields in question, sales organizations will able to supply the organization with more complete customer information. Sales representatives, in turn, will be able to benefit from more effective marketing campaigns and higher customer support resulting in complete customer account information.

• Coverage Dashboard monitors sales activity against Accounts, Contacts and Opportunities. It also tracks the association of Contacts to Accounts and Opportunities providing a complete picture of sales activity and system usage across a customer base. By using this dashboard sales management and sales representatives can quickly determine which of their customers need additional interaction.





• Scorecard Dashboard provides sales representatives and managers with a comprehensive view of their performance against those metrics the company deems as its standard. By using the Scorecard Dashboard, a user or manager can quickly assess their standing and easily determine any corrective actions required.

• Action Plan Dashboard provides the end user or manager with a detailed list of information requiring attention. Action Plans exist for the Coverage, Information Completeness, and Opportunity Update categories. By using an Action Plan report, the user is navigated directly to the information in the Siebel operational application where updates can be performed.

• Trends Dashboards are available for each metric category, allowing sales and operations executives to understand their progress versus goal and to analyze the impact of their user adoption strategies.

Customer Order Management Siebel Customer Order Management 7.7 is a comprehensive suite of applications that enables companies to manage products, pricing, contracts, quotes and orders across the Customer-Driven Enterprise. Siebel Customer Order Management 7.7 streamlines the end-to-end order management process by enabling three business process domains: Siebel Quote and Order Lifecycle Management allows companies to create, validate and manage customer quotes and orders across multiple channels and enterprise systems, while hiding the complexity of internal processes from customers and partners. Using best practices that Siebel Systems has identified based on customer and partner input and more than 3,500 deployments, companies have realized the following benefits:

• Reduced quote and order errors by 50-70% • Increased average order size by 2-5% through up-sells and cross-sells • Reduced quote-to-cash response time by up to 50%

Siebel Product and Catalog Management enables companies to publish dynamic product catalogs, recommend and select products, configure complex products and analyze product information from all customer channels. Using best practices that Siebel Systems has identified based on customer and partner input and more than 3,500 deployments, companies have realized the following benefits:

• Reduced product introduction and revision times by 20-30% • Reduced product maintenance by up to 30% • Reduced customer callbacks by 50-80% by selecting and configuring products properly

Siebel Pricing and Contract Management enables companies to plan, deploy and execute contract and pricing policies across all lines of business. Using best practices that Siebel Systems has identified based on customer and partner input and more than 3,500 deployments, companies have realized the following benefits:

• Consistent pricing across all customer channels • Near real-time customer pricing updates to address changing market conditions • Improved contract-based pricing compliance visibility by centralizing contract-based pricing rules





Composite Application Framework Siebel Customer Order Management 7.7 is built on a service-oriented architecture that allows pricing, configuration, and entitlement verification and other services to be leveraged within Siebel and other applications in a heterogeneous environment. These modular services are also extensible through custom business logic and are built for enterprise-class performance, scalability and reliability. In addition, Siebel Customer Order Management 7.7 includes a rich library of business integration applications (BIAs) that enable the execution of customer order management processes across multiple enterprise systems.

Siebel Quote and Order Lifecycle Management 7.7 Quote and Order Lifecycle Management enables companies to better serve customers and reduce operational costs by efficiently processing new orders, updates, returns, and cancellations across front-office and back-office applications. Siebel Quote and Order Lifecycle Management 7.7 enables companies to achieve consolidated, customer-centric order management in near real time, allowing customers, partners, and employees to effectively manage interactions throughout the order lifecycle.

Product & Catalog Product & Catalog ManagementManagement

Define Products

Create Selling Rules

Select & Configure Products

Create & Publish

Catalogs

Quote and Order Lifecycle ManagementQuote and Order Lifecycle ManagementRecommend

ProductsManage Quotes

and OrdersProcess and

Broker Orders

Support Order Status Inquiries

Manage Cancels and

ReturnsAnalyze Quotes

& Orders

Pricing and ContractPricing and ContractManagementManagement

Plan and Deploy Pricing

Contract Pricing

Execute Pricing

Analyze Pricing

Customer InformationCustomer Information

Account Management

Opportunity Management

Contact Management

Service Request Management

Partner Management

Contract Management

Field Sales

Call Center

Web

Partners

Retail POS

Create Order

Request ATP Check

Sync Asset

Update Order

Request Credit Check

Create RMA

Syndicate Catalog

Sync Product

Sync Class & Attributes

Sync Price List

Create Customizable

Product


Define Products



Create & Publish

Catalogs


Define Products



Create & Publish

Catalogs

Quote and Order Lifecycle ManagementQuote and Order Lifecycle ManagementQuote and Order Lifecycle ManagementQuote and Order Lifecycle ManagementRecommend

ProductsManage Quotes

and OrdersProcess and

Broker Orders

Support Order Status Inquiries

Manage Cancels and

ReturnsAnalyze Quotes

& Orders



Contract Pricing

Execute Pricing

Analyze Pricing



Contract Pricing

Execute Pricing

Analyze Pricing

Customer InformationCustomer Information

Account Management


Contact Management


Partner Management

Contract Management

Customer InformationCustomer InformationCustomer InformationCustomer Information

Account Management


Contact Management


Partner Management

Contract Management

Field Sales

Call Center

Web

Partners

Retail POS

Create Order

Request ATP Check

Sync Asset

Update Order

Request Credit Check

Create RMA

Syndicate Catalog

Sync Product

Sync Class & Attributes

Sync Price List

Create Customizable

Product





NEW – ATM, Frame Relay and Network Ordering Support (Telecommunications) Siebel 7.7 supports the capture of orders for complex network products such as Frame Relay, ATM and IP-VPN to support a full range of MACD (Move-Add-Change-Delete) orders with supplemental and follow-on orders. A combination of validation tools ensures a perfect order without compromising performance of the order entry user interface when working with large network instances.

ENHANCED – Quote and Order Validation The Quote and Order Validation process involves enforcing predefined business rules, ensuring that customers receive accurate quotes and orders during their first interaction. Siebel 7.7 provides Business Analysts with user-friendly administrative views that allow them to define rules enforceable in real time or in batch mode throughout the quote and order processes. With Siebel 7.7, Business Analysts can define rules to capture required data, such as account address information, and/or conditional data, such as product availability or more complex rules to handle exceptions requiring manual approval. These enhancements ensure that the appropriate checks and balances occur for each quote and order created by customers, partners or sales representatives.

Siebel Customer Order Management 7.7 enhancements include the ability to support network ordering requirements for communications companies.





ENHANCED – Quote and Order Approvals The Quote Approval Process provides a more intuitive foundation for defining routing rules, escalation criteria and approving quote and order exceptions. This foundation formalizes the criteria for approval processes, reducing the burden of sales agents to be cognizant of exception criteria, approval and escalation processes, and current state of the approval. The automation of quote and order approvals in Siebel 7.7 allows sales representatives to focus on more value-added activities that increase their value to the organization.

Siebel Customer Order Management 7.7 enhancements include the ability to define rules-based validation that can be created by administrators. Users may be presented with real-time error messages similar to the example above.

ENHANCED – Asset-Based Ordering In Siebel 7.7, the asset-based ordering solution has been extended to support additional process requirements surrounding asset lifecycle management, including:





• The ability to define new order types, such as renewal orders, providing greater flexibility for organizations to leverage the capabilities to support internal business process requirements

• Support of transaction information within the asset, simplifying integration of order modifications • Enabling users to select multiple assets for modification at the same time and elimination of numerous

clicks previously required to modify assets These enhanced features improve the usability and maintainability of the asset-based ordering solution.

Siebel Product and Catalog Management 7.7

Siebel Product and Catalog Management allows companies to develop, manage, and deliver dynamic product catalogs across all customer channels. These processes include support for defining and classifying products, creating sales bundles and configuration rules, delegated user administration, visibility rules, content staging, approvals, and publication. Using Siebel Product and Catalog Management 7.7, companies can maximize revenue through up-sell and cross-sell offers while ensuring product compatibility and purchase eligibility. ENHANCED – Highly Interactive Configurator User Interface In Siebel 7.7, the runtime usability of configurator has been enhanced to offer customers a highly interactive user interface with minimal screen refreshes, guaranteeing faster response times and improved usability of the application. This enhancement also provides greater flexibility for administrators to construct intuitive user interfaces that improves the call center agent’s ability to serve their customers. ENHANCED – Configurator Performance and Scalability The Configurator performance and scalability has been improved in Siebel 7.7 with the following features:

• Distributed Caching improves response times by providing the ability to dedicate servers to specific product models.

• The configurator engine has been optimized to reduce the memory footprint per user session. This allows customers to serve a larger number of users without increasing their hardware.

• Interactions between various internal services have been optimized through the implementation of comprehensive interfaces, resulting in improved response times for the user.

Siebel Pricing and Contract Management 7.7

Siebel Pricing and Contract Management 7.7 enables companies to plan, deploy and execute pricing and contract policies throughout the enterprise. Siebel Pricing and Contract Management 7.7 supports a variety of policies, including account-specific, bundled, and contract pricing, while providing companies with the ability to monitor and approve customer contracts and entitlements, ensuring that each sale complies with corporate guidelines. NEW – Contract-Based Pricing The new contract pricing solution in Siebel 7.7 enables contract and pricing administrators to define and maintain contract-based pricing rules across many dimensions including products, product categories, geographic regions and sales channels. As a result, administrators can apply various contractual pricing adjustments, resulting in more accurate quotes and orders, and improving overall contract compliance.





NEW – Contract Pricing Entitlement Verification In Siebel 7.7, customers can leverage entitlement verification services within quotes and orders to determine the best contracted price for products found in multiple pricing contracts. Additionally, quote and order line item due dates can be created by leveraging service level agreements found within a customer contract on the order, ensuring that customers receive the appropriate level of service based on existing contracts. This solution further strengthens the tie between contracts and orders, allowing customers to improve the management of quote-to-contract processes.

Service In the Customer-Driven Enterprise, consistent and efficient transactional processing across multiple channels and with different service representatives is crucial to a positive customer experience. Whether delivering service via phone, email, fax, Web, or in person, service representatives require the most up-to-date customer information. In fact, customers expect these company representatives to know them, which products they have been purchased, their past interactions with the company, and, where applicable, to pick up where the last interaction left off. Failure to meet these increasing customer expectations usually results in diminished customer satisfaction, increased escalation costs, and ultimately, customer attrition. The Siebel Service 7.7 product suite, comprised of Siebel Call Center 7.7, Siebel Field Service 7.7, Siebel Web Service 7.7, and Siebel Email Response 7.7, provides market-leading service solutions for all Customer-Driven Enterprises, enabling cost productivity while protecting and improving top-line revenue capture.

Siebel Field Service 7.7 Siebel Field Service 7.7 is a comprehensive module within the Siebel applications and enables virtually every service delivery aspect for the Customer-Driven Enterprise – from managing customer calls and dispatching and scheduling labor resources to handling service parts logistics and managing installed base product quality. Siebel Field Service 7.7 is still the only CRM provider with true schedule optimization capability. By calculating travel time from geocode (latitude and longitude) information stored for addresses, Siebel Scheduler – an optional module for Siebel Field Service 7.7 – reroutes and reassigns service calls to minimize field engineer “windshield time” and unnecessary overtime. Siebel Field Service 7.7 further offers complete functionality in the areas of service sales management, contract management, order management, customer management, asset management, knowledge management, project management, and inventory management – thereby helping service businesses significantly improve customer satisfaction, productivity, and profitability. Siebel Field Service 7.7 continues to enhance and provide a complete range of deployment device options on the following:

• Highly interactive Web client • Mobile Web client on laptops • Handheld PCs • Wireless devices





Additional enhancements for Siebel Field Service 7.7 include:

• Configurable Dispatch Board • Primary/Secondary/Tertiary Assignment and Deployment • Wireless Store-and-Forward Messaging • Warranty Management • Entitlement Management • Invoicing • Preventive Maintenance • Location-Based Parts Fulfillment • Parent Asset-Level Swap

For more information on mobile solution enhancements in Siebel CRM Enterprise applications, please refer to the Siebel Mobile Solutions 7.7 Statement of Direction.

ENHANCED – Configurable Dispatch Board Scheduling is at the heart of most field service operations. Dispatchers need a flexible and powerful user interface that provides them with all the information essential to high-volume, high-quality onsite service scheduling. Prior to Siebel Field Service 7.7, managers and dispatchers could easily view service technician calendars on a daily or weekly basis and reschedule activities with drag-and-drop ease. Further enhancements to Dispatch Board in Siebel Field Service 7.7 include:

• A configurable column display on the left side of the Gantt chart, allowing for additional fields such as Primary Region and Employee Status to be displayed in a configurable column order.

• Resizeable left and right frames with quick-time interval controls to improve user visibility of pertinent information.

• Support for query-by-example (QBE) capability, allowing for user- and/or business-defined filtering of employees.

• Current time indicator, represented by a thin black line. • A two-color display of service activities to allow for greater density of information. For instance, the

inside box can represent service activity type and the border can represent activity status. • Distance calculation from the account address of a specific unassigned service activity to all displayed

employees on the dispatch board at the planned start time. Distance calculation requires a separate license of Siebel Scheduling 7.7 and MapInfo MapMarker.

ENHANCED – Primary/Secondary/Tertiary Assignment and Deployment Previously configurable, Siebel Assignment Manager 7.7 is enhanced to support explicit primary, secondary and tertiary deployment models. Assignment manager rules can now explicitly identify primary/secondary/tertiary engineers to assets and accounts without configuration. NEW – Siebel Wireless Store-and-Forward Messaging 7.7 for Siebel Service Handheld Guaranteed message delivery and out-of-coverage, offline processing capability are two important features delivered with Siebel Wireless Store-and-Forward Messaging 7.7 for Siebel Service Handheld. Siebel Wireless Store-and-Forward Messaging 7.7 is a push-based, always-on, guaranteed delivery solution for automatically sending and receiving critical service dispatch information between Siebel applications and Siebel Handheld





clients with very little or no user interaction. Additionally, it includes an asynchronous query mechanism for wirelessly requesting any data set on the server. Further enhancements to Siebel Service Handheld 7.7 include signature capture, integrated barcode support, and improved administration and globalization support. Siebel Wireless Store-and-Forward Messaging 7.7 for Siebel Service Handheld is a new product in Siebel 7.7 that is licensed separately from other Siebel modules.

Siebel Dispatch Board 7.7 enhancements include a configurable column display on the resizable left side of the Gantt chart.

ENHANCED – Warranty Management In Siebel 7.7, concurrent warranties, allowing for both time and usage-based coverage (e.g., 12 months/12,000 miles), have been enabled and enhanced. The Check Warranty button allows verification against all applicable product warranties, when multiple warranty coverages exist. ENHANCED – Entitlement Management Entitlement verification, part of Siebel Contracts 7.7, is a business service in Siebel 7.7, allowing for more flexible entitlement verification directly on orders and activities, as well as service requests. This improves usability, especially where multiple contract coverages may apply to a service issue. Debriefing of labor on service activities now includes service calendar awareness (e.g., entitlement coverage from Monday through





Friday, 8 AM to 9 PM), to further reduce billing errors. Siebel 7.7 also supports parent asset-level swap, which is common in businesses when entire defective assets are replaced. In Siebel 7.7, the service contract line item automatically updates with the replacement asset number, ensuring proper contract coverage. ENHANCED – Invoicing Newer service and contract offerings create challenging billing quality requirements. In Siebel 7.7, invoicing is a business service that allows for complex pro forma invoice creation. In addition, the aggregation of account charges, which feeds the invoice engine based on the account profile, provides more complex billing support, including monthly consolidated invoicing. With Siebel Contracts 7.7, contract line item price escalators simplify the administration of multiyear contracts by allowing simple price increases (percentage or absolute amounts) with subsequent extensions of prior year invoice plans. Cost estimate support of activity items allow for the creation of service quotes (part of Siebel Quotes 7.7) with a simple button.

Siebel Wireless Store-and-Forward Messaging 7.7 supports Siebel Handheld Applications on PocketPC 2003.

• Real-time or near-real-time dispatch of critical CRM information

• Real-time or near-real time

response from field professionals

• Asynchronous query for

information that may not be available on mobile devices





ENHANCED – Preventive Maintenance Preventive maintenance (PM) plans are critical elements to most service offerings and asset management programs. For example, automobile manufacturers may recommend an oil change every 5,000 miles and tire rotation every 10,000 miles, but safety regulations may require brake inspections every 30,000 miles. By enhancing PM support with the prioritization of PM plans and the use of the “Optional” flag in Siebel 7.7, multitiered assets can now be easily supported with complex recommended maintenance schedules. Since preventive maintenance is not usually performed at exact time intervals, time trigger resets are now also supported in Siebel 7.7. In addition, the month-day triggers are now exposed in the user interface, along with the time-, usage-, event- and service request frequency-triggers, to enable easier administration of PM plans. ENHANCED – Location-Based Parts Fulfillment Taking advantage of geocode (latitude/longitude) information stored within Siebel Field Service 7.7, Siebel Logistics Manager 7.7 has been enhanced to enable location-based parts fulfillment (i.e., the nearest warehouse). If a part is needed immediately, Siebel Logistics Manager 7.7 looks to the warehouse location closest to the shipping address. If the closest warehouse does not have stock, Siebel Logistics Manager 7.7 automatically searches the next nearest warehouse for fulfillment. Fulfillment logic also supports more complex fulfillment rules. For instance, next-day parts delivery orders are typically sourced from larger warehouses and not automatically sourced from critical two-hour radius warehouses unless there is a stock-out at the larger warehouses. This enhancement significantly reduces internal transportation and shipping expense for internal replenishment orders. ENHANCED – Parent Asset-Level Swap Many service delivery processes and policies may offer replacement of defective equipment with a new or refurbished unit. For businesses that provide asset-level entitlement/warranty coverage, updates to contract line item coverages and installed base tracking are now automatically supported in Siebel 7.7.

Siebel Email Response 7.7 Siebel Email Response 7.7 is a complete, multichannel email response management system designed to enable organizations to professionally and efficiently respond to the growing flood of inbound email messages. With Siebel Smart Answer, the application can automatically route email messages with a suggested response to the agent with the appropriate skills and capabilities to handle the message. Siebel Email Response 7.7 can also respond automatically to inbound email messages without human intervention, completely eliminating time-consuming, manual processing and optimizing a company’s email response capabilities. Enhancements for Siebel Email Response 7.7 include:

• Global Support – SmartCharset • Email Security • Scalability, Performance and Administration • Diagnostic Tools

ENHANCED – Global Support As the email communication channel continues to gain popularity and more organizations provide support to an ever-expanding international customer base, the need for global character set is becoming increasingly important. In many languages, there are multiple character sets used to represent that language. Many email





origination systems do not support UTF-8 or true UNICODE, which requires that customers respond to incoming emails in the originating character set. Without natural language character set support, the response sent back to the end user is illegible because the originating system does not recognize the characters. With Siebel Email Response 7.7, the inbound email is interrogated and compared to standard character sets and the originating character set is used in the response. This natural character set response allows organizations to provide more flexibility to their customer base, greatly increase customer satisfaction, and lower the overall cost of ownership by not requiring special formatting on the incoming email. ENHANCED – Email Security Corporate security has always been one of the most critical issues an organization struggles with and many organizations report that IT spending on security software is the highest priority investment for 2004. Because the email channel is one of the most vulnerable security areas and is susceptible to sniffers, Siebel Email Response 7.7 has added support to enable SSL on the SMTP/POP3 ports to provide secure data transmission between the Siebel Server and email servers. The addition of SSL enhances security to the SMTP/POP3 protocol such that passwords and email text cannot be intercepted by non-authorized parties. ENHANCED – Scalability, Performance and Administration With the increasing volume of email and demand to process this email more quickly, customers continue to push the limits of their systems every time they add lines of business or customers to their email support channel. Customers not only want the limitless scalability, they also want simplified administration at a very low cost. In Siebel Email Response 7.7, the inbound email processing throughput has been doubled by decoupling the inbound receipt of an email from the processing of that email. The functionality of the Communications Inbound Manager (CIM) is now comprised of two components – the Communications Inbound Receiver (CIR) and Communications Inbound Processor (CIP). Inbound emails are now queued for the workflow manager to process instead of running the entire workflow process as the email arrives. This enhanced queuing mechanism facilitates workflow processing offline while the emails continue to arrive and be queued by the CIR. This architectural change to Siebel Email Response 7.7 allows organizations to double the amount of email they can process with their existing hardware and scale to meet future needs without adding new hardware. Siebel Email Response 7.7 simplifies the maintenance of IT systems and reduces the administrative overhead. In a single screen, an administrator can set up an email address, assign it to a response group, and submit the process to the Siebel Server. By clicking the Synchronize button, the new request is submitted to the server so that emails are routed to that new email agent. Administrators can add users, modify addresses and routing groups, and submit the changes in real time, without needing to bring the system off line. These enhancements to Siebel Email Response 7.7 limit system down time and improve productivity since administrators can submit real-time modification requests in a single place in the application. ENHANCED – Diagnostic Tools As customers implement more sophisticated technology, they require enhanced tools to diagnose and resolve issues. Siebel Email Response 7.7 has improved the event logging and system diagnostic flags to enable troubleshooting and tracking emails through an entire process. Siebel Email Response 7.7 now includes its own event log to monitor email flow more easily as well as a separate administration screen for tracking key parameter statuses as emails are processed through a workflow. These enhancements simplify the administration and operation of Siebel Email Response 7.7.





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Modified Siebel Communications Server doubles per server throughput and enables offline processing for limitless scalability.

Siebel Call Center 7.7 Siebel Call Center 7.7 provides the most comprehensive solution for enabling customer service and telesales representatives to provide world-class customer support, generate customer loyalty, and increase revenues through effective campaign execution, cross-selling and up-selling.

This robust feature set allows rapid automation of today’s customer contact centers and enables successful implementations across all communication channels including voice, email, fax, chat, and interactive Web collaboration. As a result, organizations can significantly enhance customer satisfaction, improve profitability, gain competitive advantage, and maximize productivity.

Siebel Call Center 7.7 focuses on agent performance and productivity. The introduction of Siebel Call Center Performance Solutions 7.7 is designed to drive improved performance from contact centers while increasing individual agent productivity and effectiveness. This is done by addressing the key challenges that impact performance in contact centers, thereby lowering operating costs, increasing revenues, and lowering agent turnover. There are five key areas to agent performance addressed:

• Agent Metric Dashboard • Agent Performance Objectives • Content Knowledgebase • Competency-based Learning • Compensation Planning





Application usability is critical to driving agent productivity and contact center operational metrics. In a continuing effort to improve end-user satisfaction and increase agent productivity, Siebel Contact Center 7.7’s unparalleled usability enhancements include:

• Inbox: New functionality that provides users with one central list displaying all work items requiring their attention.

• iHelp: Enhances the out-of-the-box user experience with embedded, context-sensitive guidance. New users and experienced users working on infrequent or complex tasks can greatly benefit from the embedded guidance provided by Siebel iHelp.

• Rapid Form Fill: Offers users templates for data entry of common data values on forms throughout the application. For example, a Customer Service Representative can prepopulate the appropriate data values for their specific service request by simply selecting one of these templates.

• Browser Back button and history: Powerful integration that allows users to leverage the Web browser’s native backward, forward, and history navigation buttons to quickly and easily move throughout the Siebel application.

For more information on usability enhancements in Siebel CRM Enterprise applications, please refer to the Siebel 7.7 User Interface and Usability Statement of Direction.

NEW – Agent Metrics Dashboard The first step to improving contact center performance is to identify and track the key metrics of agent effectiveness. Beyond basic “switch” metrics, measuring leading indicators of service effectiveness, such as total handle time, call abandonment rate, and first-call resolution rate, is critical to successful call center management and alignment with key corporate metrics, such as customer satisfaction, and cross-sell ratios. With Siebel Call Center Performance Solutions 7.7, these key performance indicators (KPIs) are now available on role-based dashboards so that managers can identify negative trends, drill down for further detailed diagnosis, and intervene when specific thresholds are reached. This keeps small issues from becoming major problems. Siebel Call Center Performance Solutions 7.7 also make these contact center dashboards available to individual agents, so that each agent can monitor his or her progress against personal KPI targets. NEW – Agent Performance Objectives Siebel Call Center Performance Solutions 7.7 help companies reduce agent churn by addressing the core issues behind agent departures. Siebel Call Center Performance Solutions 7.7 provide a regular goal-setting and performance review process that clarifies agent activities and responsibilities, provides metrics to measure their performance, and shows how these metrics influence their compensation. Siebel Call Center Performance Solutions 7.7 also provide career planning tools to show career advancement opportunities. Using Siebel Call Center Performance Solutions 7.7, managers can easily identify high-performing agents, ensuring that successful agents are rewarded, and leverage their best practices across the rest of the organization. NEW – Content Knowledgebase Siebel Call Center Performance Solutions 7.7 provide a single, effective communication channel that quickly delivers information on the latest campaigns, product information, or updated service metrics. This new role-based knowledgebase personalizes content and distributed publishing tools empower call center managers to post timely content.





With Siebel Call Center Performance Solutions 7.7, the balanced agent scorecard facilitates communication and alignment of agents with key corporate initiatives.

NEW – Competency-Based Learning Siebel Call Center Performance Solutions 7.7 employ a blended learning approach, allowing companies to combine instructor-led and media-based training. This new feature provides contact center managers more flexibility in scheduling agents for training, maximizing productivity and minimizing downtime. When call volumes are low, managers can switch available agents to training activities and courses on their available PCs. Siebel Call Center Performance Solutions 7.7 also allow companies to track agent competencies so that management can identify and prioritize addressing agent skill gaps. This competency management ensures that all agents receive the training appropriate to their individual development needs. Embedded analytic tools also measure the impact of training on performance, ensuring that the contact center organization maximizes its ROI from training. NEW – Compensation Planning In an environment where agents readily switch employers for even small wage increases, compensation becomes a major issue in reducing call center agent churn. Siebel Call Center Performance Solutions 7.7 now allow managers to plan and manage agent compensation (base salary as well as bonuses), reducing agent churn. By clearly linking the performance review process and achievement of KPI targets with compensation, Siebel Call Center Performance Solutions 7.7 help managers reward high performers and motivate agents.





Summary

Marketing ♦ Siebel Loyalty 7.7

New – Member Enrollment and Management

New – Accrual Management

New – Redemption Management

New – Promotion Management

New – Siebel Loyalty Customer Portal 7.7

New – Siebel Loyalty Partner Portal 7.7

♦ Siebel Marketing 7.7

Segmentation

New – Interactive “Waterfall”-Style Reporting

New – Advanced Sampling Methods

Marketing, Budgeting Planning and Resource Management

New – Marketing Resource Management and Project Management

New – Budget Request Management

New – Approval Workflow

New – Enterprise Marketing Calendar

Campaign Management

Enhanced – Simplified Campaign Design

Enhanced – Program Design

New – Interactive Step-By-Step Assistance

New – Program, Campaign and Event Templates

New – Marketing Goal Templates

Enhanced – List Export Capabilities

New – Approval Enforcement

Enhanced – User Permission Controls

Enhanced – Campaign Testing

New – Wireless Marketing





Simplified Installation, Configuration and Operations

Enhanced – Integrated Reporting and Segmentation Metadata

Enhanced – Simplified Installation

New – Graphical Metadata Builder for Marketing Segmentation

New – Marketing Metadata Migration

Enhanced – Operations Management

♦ Siebel Email Marketing 7.7

Enhanced – Personalization

Enhanced – Dynamic Content Generation

Enhanced – Message Tracking and Analytics

Enhanced – Opt-Out Processing

Enhanced – Email Performance and Scalability

♦ Siebel Events Management 7.7

Enhanced – Registration Web Site

Enhanced – Events Administration

New – Event Registration Business Service

New – Multistage Event-Based Marketing Programs

♦ Siebel Marketing Analytics 7.7

New – Marketing Planning Analytics

New – Event Analytics

Sales ♦ Siebel Sales Performance Solutions 7.7

New – Salesperson Metric Dashboard

New – Sales Goal Planning

New – Sales Content Portal

New – Integrated Sales Training

New – Sales Help Desk

♦ Microsoft Outlook® and Exchange® Integration

New – Server-Based Synchronization Engine

New – Embedded Microsoft Outlook Calendar (EOC)





New – Microsoft Outlook Add-In

♦ Siebel Usage Accelerator 7.7

New – Role Based Usage Reporting

New – Usage Accelerator Dashboards and Metrics

Customer Order Management ♦ Siebel Quote and Order Lifecycle Management 7.7

New – ATM, Frame Relay and Network Ordering Support (Telecommunications)

Enhanced – Quote and Order Validation

Enhanced – Quote and Order Approvals

Enhanced – Asset Based Ordering

♦ Siebel Product and Catalog Management 7.7

Enhanced – Highly Interactive Configurator User Interface

Enhanced – Configurator Performance and Scalability

♦ Siebel Pricing and Contract Management 7.7

New – Contract-Based Pricing

New – Contract Pricing Entitlement Verification

Service ♦ Siebel Field Service 7.7

Enhanced – Configurable Dispatch Board

Enhanced – Primary/Secondary/Tertiary Assignment and Deployment

New – Siebel Wireless Store-and-Forward Messaging for Siebel Service Handheld 7.7

Enhanced – Warranty Management

Enhanced – Entitlement Management

Enhanced – Invoicing

Enhanced – Preventive Maintenance

Enhanced – Location-Based Parts Fulfillment

Enhanced – Parent Asset-Level Swap

♦ Siebel Email Response 7.7





Enhanced – Global Support

Enhanced – Email Security

Enhanced – Scalability, Performance and Administration

Enhanced – Diagnostic Tools

♦ Siebel Call Center 7.7

New - Agent Metrics Dashboard

New – Agent Performance Objectives

New – Content Knowledgebase

New – Competency-Based Learning

New – Compensation Planning

Conclusion Siebel CRM Enterprise 7.7 enables companies to dramatically enhance their responsiveness to customer needs throughout the entire customer lifecycle. By enabling companies to deploy new capabilities and develop more robust business processes across marketing, sales and service, Siebel Systems is helping front-line employees deliver a better experience to their customers. Targeted marketing offers, better-tuned loyalty programs, responsive service workforces, and better-informed sales professionals help companies demonstrate their commitment to being customer-driven. The new operational capabilities in Siebel 7.7, combined with predictive data-mining and analytics, provide a comprehensive framework for companies to take action and monitor progress throughout the customer’s entire relationship with the company. Customers want to feel like they are dealing with One Company. Siebel 7.7 provides breakthrough functionality to make this possible; Siebel enables the Customer-Driven Enterprise.

Statement of Direction January 2004 · Siebel Marketing 7.7 ... Please note that this statement of...

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Transcript of Statement of Direction January 2004 · Siebel Marketing 7.7 ... Please note that this statement of...