Siebel (NASDAQ:SEBL)
Historical Stock Chart
From May 2019 to May 2024
$14 Billion Provider of Office Supplies and
Services Increases Services Revenue by 12 Percent in Two Years
Siebel Systems, Inc. (NASDAQ:SEBL), a leading provider of
customer-facing solutions, today announced that NRG Benelux/Nashuatec,
part of Ricoh, a $14 billion provider of office supplies and services,
has increased customer and employee satisfaction by 30 percent in two
years using Siebel Field Service and Siebel Call Center.
Nashuatec deployed Siebel Field Service and Siebel Call Center to
600 employees in the Benelux region to support its move from a
product-focused to a customer-centric service business. As a result,
the company increased revenue from services by 12 percent in two years
and anticipates receiving a full return on investment within 3.5 years
-- one year less than originally planned. Moreover, Nashuatec now
completes the 54,000 service inquiries managed each month more quickly
-- with more "one-and-done" repair service achieved -- and achieves
reduced operational costs through rapid identification of skills,
tools, and parts.
"Siebel Field Service has enabled Nashuatec to change from a
customer-friendly organization to a customer-driven organization,"
said Ad van den Wildenberg, Corporate Program Manager, NRG Benelux.
"In the past, our field engineers visited a customer's premises, fixed
the problem, and slipped out unnoticed. Today, when our engineers
speak with customers, they are building a relationship with them,
exploring new solutions and recommending options that increase the
lifetime value of the customer. Based on this success, NRG Group will
be rolling Siebel Field Service and Siebel Call Center out to other
European territories during the next three years."
In the Benelux region, Nashuatec was challenged to increase profit
levels in a mature industry by developing new after-market service
revenue at a lower operational cost. Nashuatec believed that it could
use service as a powerful strategy for controlling the market, as well
as shaping and penetrating new markets. The goal was to generate
substantial revenue and profits with no increase in field service
staff. To achieve this, Nashuatec needed to know more about its
customers.
Prior to the Siebel deployment, customer information was locked
away at a branch or regional level, or not gathered at all. For
example, when a customer contacted Nashuatec about a problem that
required a site visit, an engineer was dispatched with a clear
understanding of the technical problem -- but minimal information
concerning the customer's profile, the history of recent communication
with Nashuatec, and details concerning other products the customer was
using.
With Siebel Field Service and Siebel Call Center, agents receive a
single, comprehensive view of Nashuatec's customers across multiple
channels. Now, when a customer contacts Nashuatec using the customer's
preferred channel of communication, agents can quickly determine the
customer's profile, the service level agreement (SLA), the skills
required for the repair, the technician with the required skills, and
the technician's availability. They also share a unified view of the
tools, parts, and information required to complete a task; the correct
process; and the best time and route to use to reach the customer.
This ensures that every service inquiry is resolved quickly -- either
during the initial call, by a second-level support technician, or by a
field engineer working on-site.
About Siebel Call Center and Service
Siebel Call Center and Service applications, including Siebel
Field Service, enable organizations to interact with customers more
professionally and consistently across all touchpoints, including the
telephone, email, wireless devices, face to face, and over the Web. By
enabling companies to deliver personalized service across all channels
of communication, Siebel Call Center and Service applications enable
organizations to increase customer satisfaction, reduce cost per
contact, and increase overall service profitability.
About Siebel Systems
Siebel Systems is a leading provider of software solutions and
services that drive value and loyalty in client-customer
relationships, providing best-in-class capabilities in on-premise and
hosted customer relationship management (CRM), business analytics, and
customer data integration. Siebel's new Customer Adaptive Solutions
enable organizations to model their customer-centric business
processes in order to drive the most effective customer interactions,
gain increased insight over time, and continually realign those
processes for systemic and consistent improvement. With more than $2
billion in R&D investments, 11-plus years of customer software
experience, an extensive global ecosystem of alliance partners, and
more than 4,000 customers and 3.7 million live users, Siebel is the
proven choice in helping organizations of all types and sizes achieve
customer-driven business results. For more information, visit
www.siebel.com.
For more information on Siebel Systems solutions and services,
please visit our Web site: CRM -- http://www.siebel.com/crm; OnDemand
Solutions -- http://www.crmondemand.com; Industry CRM --
http://www.siebel.com/industry-crm; Call Center and Service --
http://www.siebel.com/call-center; Sales Force Automation --
http://www.siebel.com/sales-force-automation; Marketing Automation --
http://www.siebel.com/marketing-automation; Business Intelligence --
http://www.siebel.com/business-intelligence; Integration Solutions --
http://www.siebel.com/integration-solutions; CRM Services --
http://www.siebel.com/crm-services.
Except for the historical information contained herein, this press
release contains forward-looking statements that involve risk or
uncertainties. Future operating results of Siebel Systems may differ
from the results discussed or forecasted in the forward-looking
statements due to factors that include, but are not limited to, risks
associated with our pending merger with Oracle Corporation, customer
relations, such as the availability of Siebel Systems' products and
services, customer implementation of products and services,
relationships with customers, third-party vendors and systems
integrators, concentration of revenues in a relatively small number of
customers, existence of errors or defects in products, ability to
successfully manage growth, significant current and expected
additional competition and the need to continue to expand product
distribution and services offerings. Further information on potential
factors that could affect the financial results of Siebel Systems are
included in Siebel Systems' Annual Report on Form 10-K, Quarterly
Reports on Form 10-Q and its other filings with the Securities and
Exchange Commission, which are available at www.sec.gov. Siebel
Systems assumes no obligation to update the information in this press
release.
Siebel is a trademark of Siebel Systems, Inc. and may be
registered in certain jurisdictions. All other product and company
names mentioned are the property of their respective owners and are
mentioned for identification purposes only.