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SOLUTION BRIEF

Siebel 7.7: Delivering Lower TCO and Substantial Improvements in Usability, Functionality, and Performance

April 2004

W H I T E PA P E R

Table of Contents
Introduction

Enabling the Customer-Driven Enterprise


Lowest Total Cost of Ownership

1 1 4 5 5 5 6 6 6 7 8 8 8 8 8 8 8 8 9 9 10 11 11 12 13 13 14 15 15 15 16 16 16 18 18 19 20 21 22 23 24 25 26 26 27

Deployment Operations Configuration Test Automation Upgrade Performance and Scalability Integration
Significant Usability Improvements

Improved Navigation and Screen Layout Form Field Layout and Simplification Screen Home Pages Universal Inbox iHelp Rapid Form Fill Browser Back Button and History
Deeper CRM, Analytics, ERM, and PRM Capabilities

Sales Marketing Contact Center Field Service Order Management Analytics Mobile Web Client Handheld Employee Relationship Management Incentive Compensation Partner Relationship Management
Expanded and Enhanced Industry Solutions

Automotive Communications and Media Consumer Goods Energy Financial Services High Technology and Industrial Manufacturing Hospitality and Travel Insurance and Healthcare Life Sciences Public Sector Retail
Siebel Services and Support

Training Courses Services

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Introduction
Siebel Systems is proud to announce the arrival of Siebel 7.7, another milestone release in the Siebel 7 product family. Since its general release, Siebel 7 has been widely adopted by thousands of new and existing Siebel customers. Organizations around the globe have taken advantage of the world-class performance, scalability, usability, functionality, and innovation delivered in Siebel 7. Encompassing 490 discrete applications and 21 industry-specific solutions, Siebel 7 is the market-leading multichannel solution that enables organizations to establish an enterprisewide view of their customers across all lines of business, geographies, and communication channels. With Siebel 7, organizations are able to analyze and optimize customer, partner, and employee interactions to dramatically increase customer satisfaction and loyalty, maximize revenue and profit, and increase employee productivity and performance. Siebel 7.7 builds on the key release objectives of each Siebel 7.x release, incorporating customer requirements and feedback, technology innovation, and the domain expertise of Siebel and its partners. Siebel 7.7 delivers rich new functionality and industry-specific solution sets; expanded business process support; continued advancements in usability, performance, and scalability; and breakthrough improvements to ensure the lowest total cost of ownership.*
Enabling the Customer-Driven Enterprise

Most importantly, Siebel 7.7 helps organizations compete and win in todays customerdriven world. Siebel 7.7 incorporates significant new and enhanced capabilities that help organizations overcome the challenges that typically impair their ability to deliver a consistently positive customer experiencechallenges such as fragmented customer information; poorly coordinated sales, marketing, and service processes; lack of real-time intelligence; and unaligned employees. Siebel 7.7 enables organizations to overcome these obstacles in the following ways: Expanded and Enhanced Industry SolutionsSiebel 7.7 delivers 21 industry applications and more than 100 industry-specific solution sets that help companies execute key sales, marketing, service, and partner relationship management processes more efficiently and effectivelyprocesses such as order management in the communications industry, end-of-lease management in the automotive industry, and group sales and event management in the hospitality industry.

* Please note that Siebel 7.7 contains numerous enhancements that are included free of charge with a Siebel 7.7 upgrade, as well as new products that must be licensed separately. Please refer to the Statements of Direction for Siebel 7.7 for additional details.

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Business Performance Insight and MonitoringWith the data mining and analytics enhancements in Siebel 7.7, companies can score, classify, and personalize marketing offers in real time. In addition to helping companies optimize their customer interactions, these enhancements help organizations actively monitor the success of new sales, marketing, and service initiatives. Customer Relationship and Marketing Campaign OptimizationSiebel 7.7 includes new functionality that helps companies better manage customer loyalty and overall marketing resources, as well as streamline the execution of marketing campaigns. Increased Productivity for Users of Siebel ApplicationsSiebel recognizes that office productivity software and email systems are tightly linked to many sales, service, and marketing processes, and improving the interoperability of these systems can greatly enhance employee productivity. For this reason, Siebel 7.7 incorporates dramatically enhanced support for Microsoft Outlook and Exchange integration. Siebel 7.7 also offers comprehensive user interface enhancements that improve the overall usability of the Siebel Marketing, Siebel Sales, Siebel Call Center, and Siebel Service applications.

Figure 1: In Siebel 7.7, Microsoft Outlook can be embedded as the default calendar. From Microsoft Outlook, users can associate tasks, contacts, and appointments directly to Siebel accounts and contacts and then drill directly into Siebel information.

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Employee Alignment and PerformanceSiebel 7.7 delivers enhanced performance management capabilities targeting sales and call center employees. These capabilities enable organizations to align employee compensation with performance targets, achieve greater alignment between employee behavior and corporate goals, provide ongoing training in a cost-effective manner, and improve information sharing across the organization. IntegrationSiebel 7.7 provides several significant enhancements designed to deliver rapidly deployable, scalable, and upgradable integration solutions with external applications, whether located within or outside an enterprises firewall. In this release, Siebel Systems builds on emerging needs for a service-based integration architecture that enables both reusable code and data throughout the IT ecosystem, reducing the cost of ownership for both the development and ongoing maintenance of integration touchpoints. Siebel 7.7 provides the most complete and comprehensive family of CRM applications in the marketplace, enabling enterprises to manage customer relationships 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 7.7 unleashes the potential of every person in an organization to better serve customers and deliver greater value to the bottom line.

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Lowest Total Cost of Ownership


Siebel 7.7 further reduces the total cost of ownership for Siebel deployments through substantial improvements to the underlying technology and architecture. These improvements are guided by the experience and insight gained from close examination of more than 200 Siebel 7.x deployments. The Siebel 7.7 release sets a new standard for quality, performance, and TCO, clearly reflecting Siebel Systems commitment to customer satisfaction. Siebel Systems set quantifiable improvement goals for both the Siebel 7.5.3 and Siebel 7.7 releases. These goals were set against each of the primary areas that contribute to TCO and have been measured and monitored throughout the Siebel 7.7 product development process. The projected improvements are based on Siebel Systems internal testing and deployment experience and data gathered from careful examination of Siebel 7.x deployments. While the actual improvements realized will vary by customer, depending on such factors as deployment size, scope, and the amount of customization, Siebel Systems is confident that the Siebel 7.7 release substantially reduces cost, effort, and risk in each of these critical areas and will deliver a significantly reduced total cost of ownership for all Siebel 7.7 customers.
Projected Improvement vs. Siebel 7.0.x Focus Area Deployment Operations Configuration Test Automation Upgrade Performance and Scalability Usability Integration 7.5.3 14% 10% 7% 8% 11% 25% 24% 20% 7.7 Incremental 18% 25% 20% 40% 19% 5% 29% 20% 7.7 Total 32% 35% 27% 48% 30% 30% 53% 40%

Table 1: Siebel 7.7 delivers, on average, a 40 percent reduction in total cost of ownership versus Siebel 7.0. The projected improvements are based on Siebel Systems internal testing and deployment experience and data gathered from careful examination of more than 200 Siebel 7.x deployments. The percentage improvementsfor all categories except Performance, Scalability, and Usabilityreflect the average reduction in person-hours associated with each of the primary areas that contribute to total cost of ownership. The percentage improvements for Performance, Scalability, and Usability reflect the average increase in end user productivity associated with Siebel 7.7.

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Technology and platform improvements in the Siebel 7.7 release span all phases of deployment and include enhancements in the following areas:
Deployment

Siebel 7.7 introduces several enhancements and new features designed to make installation and ongoing maintenance of Siebel applications faster and less error-prone. Increased automation for common tasks, combined with improved ease of use and more robust validation, reduces manual effort and the attendant risk of introducing or overlooking difficult-to-diagnose problems. Validation utilities such as the enhanced server-side Environment Verification Tool (EVT) and new Web Client Healthcheck help to ensure that the server and client environments have the correct system characteristics and parameter settings for proper operation of Siebel applications. The new Application Deployment Manager is an extensible, automated framework that simplifies the migration of customized administrative data, such as responsibilities, lists of values, and state models between development, test, and production environments.
Operations

Siebel 7.7 delivers significant improvements in the areas of application reliability and ease of administration. The ability to automatically recover and restart Siebel Server components has been enhanced, enabling companies to prevent operational problems. In addition, Siebel 7.7 provides Siebel Administrators with an improved management console and more powerful logging and data-gathering tools for quickly diagnosing and resolving issues. Extended support for industry-standard Application Response-Time Management (ARM) simplifies performance tuning across all tiers of the Siebel Smart Web Architecture and supports proactive performance monitoring by third-party ARM-compliant monitoring applications that can drive early problem detection and resolution.
Configuration

Enhancements to Siebel Tools in Siebel 7.7 extend Siebel Systems proven metadata-driven architecture to provide a highly productive and scalable platform for configuring Siebel applications. New and enhanced Siebel Tools features such as the Entity Relationship Designer, Workflow Process Designer, and Debugger Watch Window accelerate the process of designing and implementing configuration changes. Symbolic Strings and Administrator-Defined Read-Only Views extend the reusability and manageability of the basic building blocks of the user interface. Single Object Locking enables more developers to work on related objects in parallel and speeds the transfer of object definitions between the development server and individual developer workstations.

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Test Automation

On average, companies spend 25 percent of their deployment budget on testing. Moreover, errors found earlier in the delivery cycle are up to 70 times less expensive to fix than those found after the application is in production. New Test Automation Interfaces introduced in Siebel 7.7 work in conjunction with leading test automation products, such as Mercury Interactives QuickTest Pro and LoadRunner, to support efficient automation of both functional and load testing. The Test Automation Interfaces enable customers to quickly create and easily maintain test scripts across configuration changes and development phases. These features sharply reduce the cost of testing and distinguish Siebel Systems as the first and only enterprise applications vendor to deliver a set of interfaces optimized for third-party test automation suites.
Upgrade

Siebel has provided an automated upgrade process with every release of Siebel applications since Version 3.0 that significantly reduces the cost and complexity of upgrading customizations from prior versions. Using Siebels automated upgrade process, customers have performed tens of thousands of upgrades of their customized applications to the latest Siebel releases, allowing them to take full advantage of the features in each new release. Several enhancements in Siebel 7.7 make the upgrade process easier, faster, and more flexible, further reducing the cost, production downtime, and user impact associated with upgrading. The Siebel 7.7 database upgrade utility has been enhanced to run faster out of the box and provides a new Database Upgrade Tuner to simplify tuning for a customers specific configuration, application, and environment. Furthermore, customers upgrading from prior Siebel 7 releases can use the new Incorporate Custom Layout option in the Application Upgrader to bring many of their user interface customizations forward to Siebel 7.7 without changes, reducing user impact and associated training and support costs.
Performance and Scalability

Siebel 7.7 sets a new performance standard for Web-based applications. The release delivers client response times that are up to 35 percent faster than Siebel 7.5.3, which in turn was significantly faster than prior Siebel 7.x releases. In addition, Siebel 7.7 delivers network bandwidth reductions of up to 10 percent and network round trip reductions of up to 20 percent over Siebel 7.5.3. With Siebel 7.7, Siebel Systems has also improved the load balancing of requests within and across mid-tier Siebel Servers. Customers can use either the out-of-the-box round robin request distribution or optional hardware HTTP load balancers such as F5 Networks BIG-IP to distribute loads across multiple Siebel Servers. These enhancements improve the per-server and overall scalability of Siebel 7.7, while simplifying administration.

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Integration

Siebel 7.7 provides enhanced integration capabilities, in particular the ability to integrate Siebel as both a provider and a consumer of services in the Service-Oriented Architectures that are becoming increasingly common. Siebels Web Services infrastructure has been enhanced to provide improved support for the WS-Security specification, extensible support for custom SOAP headers, and support for one-way operations. In line with Siebel Systems support of J2EE, Siebel 7.7 provides a Java Messaging Service (JMS) adapter, simplifying integration with any external application that supports the JMS standard, and a Java Business Service that simplifies the reuse of external J2EE services. Finally, the Siebel 7.7 release provides a new Analytics Data Manager that allows Business Components to retrieve data from the Siebel Analytics engine, as well as new External Business Components that support the declarative configuration of Siebel Business Components based on external relational data sources.

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Significant Usability Improvements


Siebel 7.7 improves user interaction by simplifying common actions, streamlining navigation, enhancing the appearance and readability of data, and providing embedded role-based guidance. These improvements substantially increase productivity and accelerate end user adoption. The following is a small sample of the usability enhancements incorporated into Siebel 7.7.
Improved Navigation and Screen Layout

Siebel 7.7 offers enhanced navigational tools and controls that significantly increase productivity. The refined user interface makes it easier to find critical information and complete critical business processes more quickly. Navigation controls are more intuitive for new users, and menus are simplified and reorganized to increase ease and speed.
Form Field Layout and Simplification

With streamlined form applets that are easier to read, data is quickly located and updated. The number of fields exposed is reduced, and related fields are grouped tightly together to help highlight critical information, making it easier to quickly absorb and synthesize large amounts of information. Additional control buttons are added, and menus are streamlined to allow users quick access to common functions.
Screen Home Pages

Screen home pages provide users with a central command center to quickly launch frequently used individual screens and tasks using an intuitive, portal-based summary of key business processes. These new screen home pages highlight popular tasks and allow users rapid access to data via intuitive navigation aids.
Universal Inbox

New to Siebel 7.7, Universal Inbox provides users with one central list displaying all work items requiring their attention.
iHelp

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 will improve their efficiency and productivity with assistance from embedded guidance.
Rapid Form Fill

Rapid Form Fill offers users templates for data entry of common data values on forms throughout the application. For example, by selecting a template, customer service representatives can prepopulate the data values for their specific service request.
Browser Back Button and History

Thanks to powerful integration, users can leverage the Web browsers native backward, forward, and history navigation buttons to quickly and easily move throughout the Siebel application.

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Deeper CRM, Analytics, ERM, and PRM Capabilities


Siebel 7.7 offers significant new and enhanced functionality across all product areas, most notably in Analytics, Marketing, Interactive Selling, and Employee Relationship Management. Highlights include:
Sales

Sales Goal PlanningSales managers can set goals for each sales representative 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 metrics motivates and focuses the sales force on the critical tasks necessary for success. Salesperson Metric DashboardThese new dashboards provide sales professionals insight into their performance against key metrics, and enable sales management to take specific proactive steps to improve sales execution.

Figure 2: Siebel Sales Performance Solutions 7.7 enable sales professionals to track their performance against key metrics.

Integrated Sales TrainingBy enabling companies to combine instructor-led and media-based training, Siebel Sales Performance Solutions 7.7 help reduce the expense of training while increasing training flexibility. Siebel Sales Performance Solutions 7.7 also allow companies to track the competencies of the sales organization and the training history of each sales representative, while embedded analytic tools measure the impact of training on performance.

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Marketing

Out-of-the-Box Loyalty ManagementSiebel Loyalty 7.7 provides 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 embed cross-industry best practices into a complete product offering.

Customer Profile

Activity History

Rewards/ Points Program

Service History

Operational Analytical

Customer Information

Customer Valuation

Customer Segment

Targeted Marketing

Figure 3: Siebel Loyalty 7.7 provides organizations with a holistic view of the customer to manage all aspects of customer loyalty programs.

Enhanced Segmentation and TargetingSiebel Marketing 7.7 enables companies to graphically define physical and logical mappings to external data sources. Using the same physical and logical diagram viewers already available in Siebel Analytics, marketing administrators can create mappings and catalogs specifically for segmentation. This dramatically accelerates the design and configuration of segmentation metadata. Enhanced Email MarketingSiebel Email Marketing 7.7 is the industrys most comprehensive permission-based, scalable email marketing solution that is fully integrated across all customer touchpoints. Marketers can plan, create, test, execute, and track targeted, personalized email communications, including time-sensitive alerts and event-triggered mailings. Marketing Planning and Resource ManagementSiebel Marketing 7.7 offers a new project management center to manage personnel, funds, budget, materials, and agency talent for projects, as well as portal capabilities to collaborate with partners and agencies on creative development projects. Using these project management capabilities, brand managers and marketers can track all aspects of the creative development with external agencies.

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Contact Center

Agent Performance ObjectivesSiebel 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 agent performance, and shows how these metrics influence compensation. Career planning tools also show career advancement opportunities. Managers can easily identify high-performing agents, ensure that successful agents are rewarded, and leverage best practices across the organization. Agent Metrics DashboardMeasuring 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 achievement against key corporate metrics, such as customer satisfaction. These KPIs are now available on role-based dashboards so that managers can identify negative trends, conduct detailed diagnoses, and intervene when necessary. Dashboards are also available to individual agents, so that each agent can monitor progress against personal targets. Content Knowledge BaseSiebel 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 knowledge base personalizes content, while distributed publishing tools empower call center managers to post timely information.
Field Service

Configurable Dispatch BoardA flexible and powerful user interface provides dispatchers with all the information essential for high-volume, high-quality on-site service scheduling, including a configurable column display on the left side of the Gantt chart, resizable left and right frames with quick-time interval controls to improve user visibility of pertinent information, and support for query-by-example (QBE) capability. Modularized Invoice EngineIn Siebel 7.7, invoicing is a business service that allows for complex pro forma invoice creation. The aggregation of account charges provides more complex billing support, including monthly consolidated invoicing. With Siebel Contracts 7.7, contract line item price escalators simplify multiyear contract administration by allowing simple price increases with subsequent extensions of prior year invoice plans. Primary/Secondary/Tertiary AssignmentSiebel 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.

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Order Management

Asset-Based OrderingIn Siebel 7.7, the asset-based ordering solution has been extended to support additional process requirements for asset life cycle management, including the ability to define new order types, such as renewal orders, and support of transaction information within the asset, enabling users to select multiple assets for modification at the same time. Quote and Order Validation/ApprovalThe 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 need for sales agents to be aware of exception criteria, approval and escalation processes, and approval status.

Figure 4: Siebel Customer Order Management 7.7 enables administrators to define order validation rules that trigger real-time error messages if an end user attempts to submit an invalid order.

High Interactivity User Interface for Product ConfiguratorSiebel Configurator has been enhanced to offer customers a highly interactive user interface with minimal screen refreshes, guaranteeing faster response times and improved usability. This enhancement also provides greater flexibility for administrators to construct intuitive user interfaces, improving the ability of call center agents to serve their customers.

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Analytics

Mobile/Disconnected Analytics ApplicationsSiebel Mobile Analytics allows users to create analytic requests offline, allowing remote access to data and reports when no network connection is available. Siebel Analytics Briefing Books provide a static snapshot of a given set of analytic content for later offline access. Siebel Mobile Analytics provides mobile professionals with the full degree of interactivity available in the Siebel Analytic server products. Support for Multidimensional Data Sources Using XML for AnalysisNew multidimensional data source access via XMLA gives the user the ability to treat a multidimensional data source (OLAP cube) as another data source and include it in multisource queries. Guided AnalyticsSpecial guided navigation links co-exist with dashboard content, providing context and intelligent links to logical next steps for finding solutions or taking action. An analytics request may serve as a real-time trigger for the appearance of conditional guided navigation links, descriptive text, or entire dashboard sections.
Mobile Web Client

TrickleSyncFormerly called Auto Synchronization, TrickleSync for the Siebel Mobile Web Client enables mobile clients to automatically synchronize at regular intervals, whenever a valid network connection is detected. Additionally, administrators can enable TrickleSync centrally for mobile users, ensuring that their information is up to date without having to explicitly request synchronization. Selective RetrievalSelective Retrieval minimizes the number of transactions replicated to mobile clients, shortening the synchronization time and minimizing the mobile database size. Mobile users or administrators select records explicitly for replication instead of depending on preconfigured routing rules.

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Handheld

Store-and-Forward Wireless MessagingSiebel Wireless Store-and-Forward Messaging 7.7 is a push-based, always-on, guaranteed delivery solution for automatically sending and receiving data between Siebel applications and Siebel Handheld clients with very little or no user interaction. It also includes an asynchronous query mechanism that enables users to request any data set on a server from a Siebel Handheld client.

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

Figure 5: Siebel Wireless Store-and-Forward Messaging 7.7 supports Siebel Handheld applications on PocketPC 2003.

Signature CaptureUsers can now capture multiple signatures against any record in any view, and signers can simultaneously view data relevant to the record for which they are signing. Once signatures are captured and saved with the record, the user may print a corresponding report such as a signed invoice or work order. For security, the signature remains encrypted on the client and is available for viewing only on the server. Intelligent BarcodeUsers can create and update records automatically by simply scanning linear or 1D barcodes (such as UPC symbols) when they are in a barcodeenabled view. Intelligent Barcode scanning improves mobile sales and service representative productivity by reducing the time and manual effort spent on tasks, including cycle counting, generating sales orders, and checking van inventories. Siebel Handheld AdministrationNew administration views allow administrators to monitor mobile user synchronization activities and perform various administrative functions such as defining filters and resolving data conflicts. For example, detailed information on user synchronization sessions is available for proactive monitoring and maintenance. This capability enables administrators to identify and address problems before they become critical.

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Employee Relationship Management

Learning AnalyticsSiebel Workforce Analytics 7.7 includes more than 100 prebuilt reports and indicators based on best practices for analyzing training, help desk, performance management, and general employee data. Organizations can correlate employee-level data with metrics from other areas of the organization, enabling quantifiable analysis of employee performance. All employees receive their own personal dashboard where they can augment prepackaged high-level reports with more specific reports catering to their needs. Employee Objectives Progress Status TrackingSiebel Objectives and Reviews 7.7 provides graphical objectives progress status tracking that allows employees to continuously monitor their progress toward achievement of goals. The combination of this status tracking and the continuous review process makes employee goals a focal point, enhancing the alignment of employee and company goals. Hierarchical and Drop-Down Menus for Content PublishingSiebel Microsite Management 7.7 contains a new tool for creating menus, the collection of links displayed on a microsite page. Users can specify menu type and change the menu display for end users; styles include drop-down lists, hierarchical menus, and standard lists.
Incentive Compensation

Retroactive ProcessingSiebel Incentive Compensation Management (ICM) 7.7 helps compensation administrators quickly and easily respond to the adjustments that are a common part of the incentive compensation process, including changes to compensation plans, quotas, territories, transactions, and human resources. Siebel ICM 7.7s robust incentive compensation accounting framework ensures employees and partners are paid the right amount on time, every time. ReportingSiebel ICM 7.7 provides easy-to-access Web-based reporting, empowering employees and partners to view compensation data at any time. Siebel ICM 7.7 also includes out-of-the-box enhancements to compensation reports, as well as report-writing tools to create custom reports. AnalyticsSiebel ICM Analytics 7.7 provides deep insight into incentive compensation programs, offering real-time, on-the-fly analysis for issues such as total compensation payouts by region, average quota performance by job title, and sales by product line. Combined with Siebel ICM 7.7, Siebel ICM Analytics 7.7 helps executives quickly move from insight to action.
Partner Relationship Management

MDF EnhancementsSiebel PRM 7.7 introduces support for MDF claims management and offers enhanced support for MDF preapprovals. UAN 3.0 Integration Application Processes for PRMSiebel 7.7 offers support for the following business processes: Opportunity Transfer, Distribute New Product Information, Request Price and Availability, and Distribute Inventory Report.

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SOLUTION BRIEF

Expanded and Enhanced Industry Solutions


With the Siebel 7.7 release, Siebel Systems introduces extensive new functionality and more than 100 prepackaged solution sets for 21 industries, with particular focus on communications, automotive, industrial manufacturing, medical, and hospitality. Following are highlights of the new and enhanced functionality for Siebel 7.7 industry solutions.
Automotive

Siebel Automotive 7.7 enables captive finance companies, vehicle manufacturers, distributors, and their dealers to leverage information about their common customers to reduce the barriers to efficiency and collaboration. Below is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Automotive 7.7: Showroom Guest Log ManagementSiebel Dealer 7.7 enables retailers to capture information about showroom traffic, including walk-up prospects, phone-up prospects, and prospects contacting the retailer via email or the Web. This showroom functionality allows retailer personnel to record the prospects profile information; identify the purpose of the contact (sales, service, or parts); identify the prospects vehicle preferences; link the prospect to a specific promotion; and then assign the prospect to the appropriate sales, service, or parts personnel best equipped to serve the prospect. Dealer Opportunity ManagementSiebel Dealer 7.7 allows dealers to maintain a comprehensive profile of the customer, including past and present opportunities, vehicles purchased, direct mail and email correspondence, demographic information, psychographic profiles, and vehicle service records. This enables retailers and manufacturers to enhance the customer experience through personalized interactions and targeted marketing. Manage Lease End of TermSiebel Captive Finance 7.7 enables captive finance companies to quickly identify customers with upcoming lease expirations, execute customer contact programs to notify customers about the lease expiration process, and identify new sales leads, increasing customer retention, vehicle sales, and finance revenue. Vehicle Account OriginationSiebel Captive Finance 7.7 reduces errors and ensures that contract parameters match approved loan applications by integrating contract validation processes with back-office account systems.
Communications and Media

Designed specifically for service providers in the local, long distance, broadband, cable, satellite, wireless, Internet, and media content industries, Siebel Communications 7.7 and Siebel Media 7.7 enable organizations to maximize customer service effectiveness, streamline sales operations, improve collaboration across the demand chain, increase marketing effectiveness, and improve the customer buying experience. A sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Communications 7.7 and Siebel Media 7.7 follows.

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SOLUTION BRIEF

Create and Validate Voice or Data OrderSiebel Communications for Wireline Carriers 7.7 streamlines and automates order capture and processing with a unique front end for the entire order capture process; ensures order accuracy with validation rules that help the sales or account representatives configure the order right the first time; reduces order entry training time with a simplified user interface; and increases revenues by providing sales representatives with up-selling and cross-selling recommendations. Dispatch Unscheduled ActivitiesSiebel Communications for Wireline Carriers 7.7 enables wireline companies to optimize field resources in real time, even when field personnel are out of wireless coverage. Using the configurable dispatch board, dispatchers can view relevant employee and activity data, such as assignment score and availability, to make informed dispatch decisions. In geographic locations where wireless coverage is limited or intermittent, wirelessly dispatched activities are queued and held for delivery until the user has returned to a wireless service area. Resolve Bill InquirySiebel Communications for Mobile Carriers 7.7 reduces operational expenses by reducing training time, providing flexibility and control over billing adjustments, and enabling one-contact resolution service through a single bill inquiry resolution interface. Manage Current Subscription AccountSiebel Media 7.7 ensures order accuracy and enables one-call resolution of service requests, leading to increased customer satisfaction, reduced customer churn, and lower operational costs. Loyalty ManagementSiebel Loyalty 7.7 for Communications and Media enables wireline, wireless, and media companies to drive revenue growth and cost reductions by providing a robust, scalable, flexible, and complete customer loyalty management system. With Siebel Loyalty 7.7 for Communications and Media, organizations can implement rewards programs; capture and leverage customer profiles; track activity, purchases, and transaction history; segment the customer base; maintain service histories; deepen business and customer insight; and implement targeted marketing.

Figure 6: The Loyalty Members View in Siebel Loyalty 7.7 for Communications and Media consolidates key information about each loyalty program member. S I E B E L 7. 7 : D E L I V E R I N G L O W E R T C O A N D S U B S T A N T I A L I M P R O V E M E N T S I N U S A B I L I T Y, F U N C T I O N A L I T Y, A N D P E R F O R M A N C E

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SOLUTION BRIEF

Consumer Goods

Siebel Consumer Goods 7.7 enables brand owners to increase the effectiveness of trade marketing, decrease customer service costs, enhance collaboration with partners and customers, and maximize consumer demand and loyalty. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Consumer Goods 7.7: Plan Sales VolumeSiebel Sales Volume Planning 7.7 streamlines the often complex and time-consuming task of demand planning for consumer goods manufacturers. The solution enables manufacturers to obtain forecasting validation and input from field sales personnel and integrates the incremental volume driven by trade promotions into the overall or baseline forecast. The result is a more accurate demand plan forecast that minimizes volatility resulting from promotional activity. Manage Trade PromotionsSiebel Trade Promotions 7.7 enables consumer goods companies to both simplify and standardize the trade promotion planning process, leading to greater productivity and shorter planning cycles. Brand managers, consumer marketing managers, trade marketing managers, and account managers have instant access to all marketing campaigns, national promotions, and account promotions throughout the promotion calendar, leading to more efficient and effective promotions and increased trade promotion profitability. Manage Retail ExecutionSiebel Consumer Goods 7.7 enables brand owners to capture real-time information on the four Ps (price, promotion, placement, and product); assess and align performance against the competition, both in real time and against readily available historic data; measure and compare product parameters against expected results across stores, chains, and channels; and minimize rekeying of information, often allowing end users to merely update information that may have changed since the last visit.
Energy

Siebel Energy 7.7 is a comprehensive suite of applications that enables utilities and energy service providers to provide consistent and superior customer service across all touchpoints at a lower total cost of ownership. Siebel Energy 7.7 helps energy companies improve their performance on KPIs such as average service costs per customer, time to close large commercial and industrial deals, service request closure per field service agent, and regulatory customer satisfaction metrics. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Energy 7.7: Create and Validate Energy OrdersSiebel Energy 7.7 streamlines and automates order capture and processing with a unique front end for the entire order capture process; ensures order accuracy with validation rules that help the sales or account representatives configure the order right the first time; reduces order entry training time with a simplified user interface; enables sales representatives to maximize margins with custom offers that meet the needs of larger customers; and provides account representatives with up-selling and cross-selling recommendations, leading to higher revenue per order.

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SOLUTION BRIEF

Dispatch Unscheduled ActivitiesSiebel Energy 7.7 enables companies to optimize field resources in real time, even when field personnel are out of wireless coverage. Using the configurable dispatch board, the dispatcher can view relevant employee and activity data, such as assignment score and availability, to make an informed dispatch decision. In geographic locations where wireless coverage is limited or intermittent, wirelessly dispatched activities are queued and held for delivery until the person has returned to a wireless service area. Manage Contract ComplianceSiebel Energy 7.7 enables companies to create and execute complex agreements, resulting in reduced costs and maximized profits. The solution also ensures that delivery of benefits or execution of penalties is driven by customer compliance with contracts. Loyalty ManagementSiebel Loyalty 7.7 for Energy enables utilities, oil, gas, and chemical companies to drive revenue growth and cost reductions by providing a robust, scalable, flexible, and complete customer loyalty management system. With Siebel Loyalty 7.7 for Energy organizations can implement rewards programs; capture and leverage customer profiles; track activity, purchases, and transaction history; segment the customer base; maintain service histories; deepen business and customer insight; and implement targeted marketing.
Financial Services

Siebel Finance 7.7 enables financial services professionals to improve their customer service and retain customers. For brokerage, wealth management, asset management, capital markets, consumer banking, and consumer credit organizations, Siebel Finance 7.7 helps improve performance by lowering operating costs through efficient resource allocation, reducing employee training costs; providing analytical insight into customer profitability, risk exposure, and revenue quality; and increasing profits through the cross-sell and up-sell of products and services. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Finance 7.7: Create Targeted ListsSiebel Finance 7.7 allows end users to more efficiently manage, share, and execute interactions with groups of contacts, companies, households, and employees. With Siebel Finance 7.7, users are able to compile contact lists based on common preferences for event invitations or information and gift distribution; create, manage, and apply employee group lists for simplified call report distribution; segment companies and households for targeted marketing initiatives; and consolidate existing lists across business functions (such as sales, marketing, and service). Generate Lists Based on Market EventsSiebel Finance 7.7 enables wealth management and institutional sales organizations to match clients to market events; distinguish service offerings by providing up-to-the-minute, event-driven advice to clients; and maximize productivity by ensuring that sales professionals are spending time selling instead of gathering and sifting through information that may be relevant to their clients interests.

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SOLUTION BRIEF

Manage Inbound Service CallSiebel Finance 7.7 allows companies to more effectively manage customer service interactions by routing calls based on selected criteria, including customer value, the nature of the service task, agent skills, and agent availability. The solution enables organizations to increase first-call resolution rates, decrease call abandon rates through reduced waiting times, improve revenues through up-sell and cross-sell of products and services, improve customer satisfaction, and reduce customer churn. Branch TransformationSiebel Finance 7.7 for Retail Banking introduces the Siebel Customer Relationship Console 7.7, a component-based option for delivering rich customer insight and relationship management capabilities to a wide range of users across the retail banking organization. The solution enables banks to present targeted sales offers and capture product referrals to drive increased cross-sales, handle service issues and track resolutions to improve service efficiency, differentiate service delivery based on complete understanding of the customers relationship with the organization, and track activities across channels to provide improved customer understanding and build customer loyalty.

Figure 7: Siebel Customer Relationship Console 7.7 provides rich functionality for improved service delivery in the branch.

High Technology and Industrial Manufacturing

Siebel High Tech and Manufacturing 7.7 helps high technology companies and complex manufacturers manage relationships across the entire demand chain and throughout the entire service life cycle, leading to higher design win rates, lower sales costs, greater aftermarket parts and service revenue, and improved customer loyalty. A sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel High Tech and Manufacturing 7.7 follows.

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SOLUTION BRIEF

Design Opportunity ManagementSiebel High Tech and Manufacturing 7.7 enables companies to generate higher-value individual transactions through recognition of additional component opportunities in a project or program; improve demand forecasting through improved visibility into multilevel, multicomponent projects; enhance distributor loyalty by simplifying and improving the effectiveness of the opportunity management process; and reduce costs through better resource allocation and closer collaboration between the manufacturers sales and marketing employees and external parties, such as distributors and manufacturer representatives. Special Pricing Authorization ManagementSiebel High Tech and Manufacturing 7.7 allows complex manufacturers to increase revenues by winning more customer design programs in competitive sales situations, reduce costs by streamlining quoting request and routing processes, improve margins by allowing suppliers to identify pricing problems and drive global pricing consistencies, and improve distributor loyalty by simplifying and improving the pricing process. Market Development Fund ManagementSiebel High Tech and Manufacturing 7.7 enables companies to set up co-op/MDF incentive programs, identify participating partners and automatically create partner program accounts, manage the fund request preapproval process, and manage claims against preapproved fund requests.
Hospitality and Travel

Siebel Hospitality 7.7 allows event sales and operations personnel to efficiently capture complex group bookings, view historical and future event requirements, consolidate and reserve inventory across multiple properties, and manage and coordinate the execution of complex events. Siebel Travel 7.7 provides the necessary tools for planning and executing highly targeted, personalized campaigns; streamlines collaborative business planning with partners and increases partner channel efficiency; and helps implement rewards programs for increasing customer loyalty and maximizing customer lifetime value at the lowest cost. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Hospitality 7.7 and Siebel Travel 7.7: Group Sales and Event ManagementSiebel Group Sales and Event Management 7.7 automates the process of selling hospitality products and services to customers hosting events. It allows property sales agents to quickly and efficiently capture customer requirements for sleeping rooms, function space, catering, and other services; identify candidate properties; generate quotes and contracts; and track revenue throughout the sales cycle from opportunity identification to contract generation. Loyalty Program ManagementSiebel Loyalty 7.7 for Hospitality provides support for all major user groups of a loyalty system with three integrated products: Siebel Loyalty Manager, Siebel Loyalty Customer Portal, and Siebel Loyalty Partner Portal. Using Siebel Loyalty Manager, employees can access complete member information, accrual rules,

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SOLUTION BRIEF

redemption products, and promotion management capabilities. Members can access the Siebel Loyalty Customer Portal via the Web for functions such as enrollment, service requests, and reward transactions. Partners can access Siebel Loyalty Partner Portal to enroll members, edit partner profile information, and view debit and credit award transactions. Program, Campaign, and Event TemplatesSiebel Travel Marketing 7.7 enables travel marketing professionals to save and reuse program, campaign, and event templates. The ability to reuse templates dramatically reduces the setup time required to execute new marketing programs and facilitates repeatable, high-quality execution. Accrual ManagementSiebel Loyalty 7.7 for Travel addresses accrual management challenges by differentiating the value of specific transactions by allowing customers to accrue different points types, awarding points for conducting business through different modes of interaction; offering transparency to customers so they can view statements, individual transactions, and accruals online; and increasing system efficiency with a scalable transaction engine for managing complex accrual rules.
Insurance and Healthcare

Siebel Insurance 7.7 and Siebel Healthcare 7.7 enable providers of personal and commercial property and casualty, individual life and annuities, and group life and health offerings to identify, attract, and retain profitable customers; improve operational efficiency; and better manage complex, multistakeholder relationships. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Insurance 7.7 and Siebel Healthcare 7.7: Create Term Life Insurance QuoteSiebel Insurance 7.7 enables insurance companies to accurately capture the information needed to create a quote, thereby accelerating the underwriting process, and streamlines the process of creating proposals and handling follow-up calls on quotes. Small Group QuotingSiebel Healthcare 7.7 increases quote-to-close rates by facilitating coordination between internal sales and external agents. The solution also improves quote accuracy by eliminating the manual collection and rekeying of data and minimizes operating costs by automating the sales process and reducing the time and resources required to close sales. Inbound Member Service Call Management ResolutionSiebel Healthcare 7.7 allows organizations to increase first-call resolution rates; reduce CSR training times; lower average call-handling times; enforce the consistent implementation of policies and procedures; and support the electronic capture and tracking of inbound service call information.

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SOLUTION BRIEF

Life Sciences

Siebel Clinical 7.7, Siebel Medical 7.7, and Siebel Pharma 7.7 enable organizations in the medical products, pharmaceutical, biotechnology, and clinical research industries to accelerate time to market, improve sales and marketing effectiveness, ensure regulatory compliance, and deliver world-class service across all channels. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel 7.7: Adverse Events and Product Complaints ManagementThe new adverse events investigation and product complaints functionality in Siebel Pharma 7.7 enables companies to coordinate adverse events or product complaint investigation among multiple teams, including regulatory affairs, quality control, manufacturing, medical affairs, and legal. Field AnalyticsThe new field analytics functionality in Siebel Pharma 7.7 enables field sales representatives and district managers to analyze prescription and call activity data without being connected to a corporate network. Field analytics provides robust analytical capabilities directly from sales force automation applications. The functionality enables analytics for everyone and improves precall planning, targeting, and ROI measurement in the Sales Planning and Execution business process.

Figure 8: In Siebel Pharma 7.7, field analytics functionality enables users to analyze call activity, sales effectiveness, and campaign ROI without being connected to a corporate network.

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SOLUTION BRIEF

Site Payments to Facilitate Integration with Financial SystemsSite payments functionality in Siebel Clinical 7.7 has been enhanced to provide rolled-up payment data at the region, protocol, and program levels, so that managers can easily review and understand site payment costs. Payment requests can now be generated based on key contract information, including withholding amount or withholding percentage, and can record information such as contract identification and payees for each payment request. Managed Care Account Business PlanningNew Siebel Pharma 7.7 functionality helps pharmaceutical managed care sales forces better understand target accounts and plan account penetration and switching strategies. Managed care business planning allows managed care sales forces to create account overviews; perform strengths, weaknesses, opportunities, and threats (SWOT) analyses; create objectives associated with the business plan; associate team members involved in the creation and execution of the business plan; track pharmacy and therapeutic (P&T) members; and perform analysis such as PlanTrak and enrollment by plan within an account. Closed-Loop MarketingSiebel Medical 7.7 and Siebel Pharma 7.7 enhance closed-loop marketing functionality by providing tighter integration with the field sales channel. Sales representatives can deliver custom product presentations based on customer profiles and segmentation. As a result, physicians receive individual messages for the same product based on their respective profiles and product adoption life cycle stage.
Public Sector

Siebel Public Sector 7.7 helps government agencies provide world-class citizen service by supporting efficient electronic case management for social services, tax and revenues, homeland security, defense, and nonprofit agencies. With Siebel Public Sector 7.7, government agencies can measure and improve program performance on key performance indicators such as employee productivity, case handling and resolution times, service costs, and increasing and better managing taxpayer revenues and collections. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Public Sector 7.7: Case Creation, Assignment, and ResolutionSiebel Public Sector 7.7 aggregates data from multiple legacy applications, systems, and channels, providing authorized case workers with a comprehensive single view of case and citizen data. New predefined case activity plans and assessment templates ensure consistent case handling, and agents can more easily collaborate on cases with nongovernmental benefits providers via a password-protected Web site. Citizens can also complete applications and claims online, determine their eligibility for services, and obtain case status information. Incident ManagementSiebel Incident Management 7.7 allows local government, law enforcement, or emergency management agencies to electronically monitor reported incidents and track information about events or leads related to case investigations. The module includes consistent forms and guided scripts to capture key details of all incidents quickly and uniformly; automated routing and assignment of incidents or work orders based on geography, skills, and/or availability of the appropriate personnel; and one-click escalation of incidents into case investigations.

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SOLUTION BRIEF

Section 508 SupportSiebel Public Sector 7.7 improves application usability for users with disabilities. The improved navigational framework in Siebel Public Sector 7.7 provides superior support for third-party screen reader technologies. Other improvements include keyboard shortcuts for all executable functions; alternative mechanisms for graphical controls, such as color-coding and other visual status indicators; text equivalents for nontext elements; and improved descriptions of data in list forms. Data Security and AuthenticationSiebel Public Sector 7.7 contains improved data security features, such as encryption support using industry-standard encryption algorithms including AES, a new U.S. government standard for data encryption; password encryption for both connected and mobile clients; SSL support for communication between the Siebel Email Response server components and industrystandard email servers; Siebel Mobile Web Client support for LDAP-based authentication at synchronization time; and support for password change and full encryption of the local database.
Retail

Siebel Retail 7.7 helps retailers engage and retain profitable customers, improve customer lifetime value, increase employee productivity, and improve operational efficiency. Following is a sample of the business processes that can be executed more effectively and efficiently due to the new and enhanced functionality in Siebel Retail 7.7: Customer Loyalty ManagementSiebel Loyalty 7.7 for Retail, the first and only packaged multichannel loyalty management solution, helps retailers drive purchase behaviors that improve customer profitability, share of wallet, and retention, while improving the quality of customer information and avoiding margin erosion. Siebel Loyalty 7.7 features Siebel Loyalty Manager, Siebel Loyalty Customer Portal, and Siebel Loyalty Partner Portal, with user-appropriate functionality delivered via a Web client. Marketing Resource Management and Project ManagementSiebel Retail Marketing 7.7 enables marketers to manage brands from the creation of a brand or marketing plan to the definition of individual tactics, execution, and analysis of brand marketing effectiveness. Siebel Retail Marketing 7.7 introduces Project Management Center, for managing personnel, funds, budget, materials, and agency talent, and Marketing Portal, for collaborating with partners and agencies on marketing projects. Segmentation and SamplingSiebel Retail Marketing 7.7 offers enhanced graphical segmentation capabilities, such as interactive waterfall style reporting, that help retailers more effectively target the right customers. Siebel Retail Marketing 7.7 now provides greater transparency during the segmentation process so users can view the impact of inclusion and exclusion criteria. New embedded data mining capabilities enable marketers to use predictive models for improved segmentation and targeting.

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SOLUTION BRIEF

Siebel Services and Support


Siebel Systems is committed to ensuring that customers receive maximum value from their Siebel 7.7 investment. To support this commitment, the Siebel Services organization offers training courses and a comprehensive set of services that complement the upgrade tools and utilities in Siebel 7.7.
Training Courses

Siebel University offers an entire suite of upgrade-related courses, including: Siebel 7.7 Analytics TrainingSiebel University offers the following instructor-led training courses for Siebel Analytics 7.7: Siebel 7.7 Analytics: Data Warehouse Developer is designed for project team members who are responsible for extracting, transforming, and loading data from Siebel applications and other data sources into the Siebel Relationship Management Warehouse. Siebel 7.7 Analytics: Application Developer teaches developers how to create, modify, and administer Siebel Analytics Intelligence Dashboards for both stand-alone and integrated Siebel Analytics deployments. Siebel 7.7 Analytics: Server Architect for Analytical Applications teaches project team members (usually the Server Architect) how to define and model the data used for analytics processing. The course is designed for teams managing both stand-alone and integrated Siebel Analytics deployments. Siebel 7.7 Migration TrainingThis package of Web-based and instructor-led training courses is specifically designed to assist implementation teams in planning a successful migration from Siebel 7 to Siebel 7.7. The courses provide an overview of the following topics: Siebel 7.7 Release Themes Siebel 7.7 Product Highlights New Features for Installing or Upgrading to Siebel 7.7 Using New Siebel Tools Features to Configure Siebel 7.7 New and Enhanced Siebel 7.7 Workflow Functionality New and Enhanced Siebel 7.7 Assignment Manager Functionality Deploying Siebel 7.7 Server Administration in Siebel 7.7

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SOLUTION BRIEF

Services

No one understands Siebel 7.7 under the hood like the Siebel Services organization. Having worked with Siebel Product Management and Engineering throughout the Siebel 7.7 development and beta program, the Siebel Services organization has gained an exclusive, in-depth understanding of Siebel 7.7 product functionality. Furthermore, all 2,000 in-house Siebel Certified Consultants are being certified on Siebel 7.7for installation, upgrade, customization, integration, and deployment. Siebel brings industry-specific knowledge, domain-specific methodologies, and deep technical expertise to every phase of a Siebel 7.7 implementation or upgrade. Leveraging this expertise, the Siebel Services organization has developed service offerings to ensure customer success in all phases of designing, deploying, and using Siebel 7.7: 1. Change Management and User Adoption services help companies align the entire customer organization and build excitement for a Siebel 7.7 implementation. 2. Implementation Services help customers meet their business objectives and accelerate their return on investment in Siebel 7.7. 3. Application Management Services help companies run and maintain Siebel 7.7 effectively and efficiently over the long run. 4. End-to-End Customer Care services help companies monitor, measure, and ensure success throughout the Siebel 7.7 implementation life cycle. Siebels integrated service and support offerings help customers realize the benefits of Siebel 7.7 more quickly and cost-effectively. The Siebel Services organization puts Siebel 7.7 to work in your environment quickly and easily, so you can compete and win in todays customer-driven world.

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World Headquarters
Siebel Systems, Inc. 2207 Bridgepointe Parkway San Mateo, CA 94404 United States Tel: 1-800-647-4300 Tel: 1-650-295-5000 Fax: 1-650-295-5 1 1 1

Asia Pacific
Siebel Systems Australia Level 1, 80 Pacific Highway North Sydney, NSW 2060 Australia Tel: 61-2-9012-3100 Fax: 61-2-9012-3333

Latin America
Siebel Systems Brasil Ltda Av. Naes Unidas, 12.901 20 andar - Torre Norte 04578-903 - So Paulo - SP Brazil Tel: 55-11-3444-0450 Fax: 55-11-3444-0666

www.siebel.com

Europe
Siebel Systems UK Limited Siebel Centre The Glanty Egham, Surrey TW20 9DW United Kingdom Tel: 44-0-1784-494900 Fax: 44-0-1784-494901

Japan
Siebel Systems Japan K.K. Ebisu Prime Square 1-1-39 Hiroo, Shibuya-Ku Tokyo 150-0012 Japan Tel: 81-3-5464-7700 Fax: 81-3-5464-7702

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