Siebel Life Sciences

Empowering success in life sciences through eBusiness

What is eBusiness?
eBusiness enables customers to conduct business anytime, anyplace, in any language or currency, through any

distribution channel. While customers randomly traverse these channels, organizations must maintain a continuing

dialogue with them about product selection, product use, product enhancement, and product replacement. These inter-

actions should occur seamlessly, just as if the customer were carrying on a one-to-one dialogue with an individual sales

or service representative. It is essential that an eBusiness solution ensures the customer—and the customer’s history—

is recognized every step of the way, and that the next channel will pick up the line of communication where it left off.

SIEBEL
. C O M A P P L I C AT I O N S

SIEBEL CALL CENTER

CUSTOMERS S I E B E L e AU C T I O N
CUSTOMER BACK OFFICE
I N F O R M AT I O N

SIEBEL SALES
SIEBEL FIELD SERVICE
12/10/96 12/10/97 12/10/98 12/10/99

SIEBEL MARKETING
S I E B E L A N A LY T I C S

SIEBEL eCHANNEL

S I E B E L M U LT I C H A N N E L
e B U S I N E S S A P P L I C AT I O N S

Siebel Systems provides the industry’s most comprehensive family of multichannel eBusiness applications and services.

Siebel eBusiness Applications enable organizations to create a single source of customer information that makes it easier

to sell to, market to, and service customers across multiple channels, including the Web, call centers, field, resellers,

retail, and dealer networks. By using Siebel eBusiness Applications, organizations can create a single source of

information for tailoring product and service offerings to meet the unique needs of each customer. The result is an

enhanced ability to satisfy customers virtually anytime, anywhere, through any sales or service channel.
Proven eBusiness Experience
With best-of-class functionality in every category of eBusiness applications software and a proven array of

around-the-clock global services, Siebel Systems has helped organizations of all sizes become successful

eBusinesses. Siebel eBusiness Applications and complementary service offerings help organizations develop

new customer relationships, profitably serve existing customers, increase customer satisfaction, and integrate

their systems with those of their partners, suppliers, and customers regardless of their locations.

Siebel Industry Applications

Integrated Siebel eBusiness
Product Offerings
Siebel Industry Applications deliver
comprehensive, out-of-the-box eBusiness
functionality uniquely tailored to
specific business practices across a broad
range of industries. Developed in close
With Siebel Industry Applications,
organizations can lower customization and
maintenance costs, shorten implementation
times, and seamlessly access information
residing in diverse back office and legacy
systems. Siebel Industry Applications
leverage the breadth and depth of the entire
provide comprehensive,
industry-specific functionality
out of the box. They accelerate
application deployment,
lower customization and
maintenance costs, and
seamlessly integrate with back
office and legacy systems.
Siebel Industry Applications
include
– Siebel eApparel & Footwear

collaboration with customers and partners, Siebel eBusiness Applications suite and – Siebel eAutomotive
– Siebel eClinical
Siebel Industry Applications enable include solutions designed to meet the
– Siebel eCommunications
organizations to manage and coordinate specific needs of the pharmaceutical,
– Siebel eConsumer Goods
customer-facing channels, including the Web, clinical, medical/surgical device, and – Siebel eEnergy
call centers, field, and partner networks. diagnostics industries. – Siebel eFinance
– Siebel eHealthcare
– Siebel eInsurance
– Siebel ePharma
– Siebel ePublic Sector
– Siebel eRetail
– Siebel eTechnology

1
 Siebel Life Sciences
Siebel Life Sciences meets the demanding needs of the pharmaceutical, clinical, medical/surgical device,

and diagnostics industries. Through its two fully integrated product lines, Siebel ePharma and Siebel eClinical,

it enables organizations to manage, synchronize, and coordinate all customer touchpoints over the Web, in the

call center, by field sales and service, and through channel partners. This coordinated approach helps organi-

zations dramatically increase productivity, enhance customer satisfaction, and maximize revenue and profit.

Siebel ePharma includes the
following applications:
– Siebel ePharma Sales
– Siebel ePharma Service
– Siebel ePharma Call Center
– Siebel ePharma Analytics
– Siebel ePharma Handheld
– Siebel ePharma Wireless
– Siebel .COM Applications
for Pharma
Siebel ePharma
Market consolidation, growing acceptance
of managed care plans, advances in medical
technology, and the Internet are changing the
competitive landscape of the pharmaceutical
industry. Pharmaceutical companies are under
pressure to grow earnings at a time when
revenue growth has slowed and lead times on
new drug introductions are shrinking. The
Internet and direct to consumer advertising
(DTC) are also redefining how pharmaceutical
companies interact with their customers and
how the companies need to market their
products. To remain successful in this dynamic
market, pharmaceutical companies must
• Build stronger customer relationships,
earlier in the drug development cycle
• Modify their organizations by leveraging
the Internet
• Provide convenient, personalized services
for all healthcare stakeholders
• Manage multi-tiered relationships such as
physician affiliations with medical service
groups, hospital committees, professional
associations, and other peers
Siebel ePharma is a comprehensive suite of
eBusiness applications that is specifically
designed to meet the unique and rapidly

2
changing needs of the pharmaceutical,
medical/surgical device, and diagnostics
industries. It enables companies to improve
customer relationships and increase
market share by deploying multichannel
eBusiness strategies.
The Siebel ePharma product line is built on
Siebel Systems’ proven eBusiness application
infrastructure, ensuring its scalability,
reliability, and maintainability.
Siebel eClinical
Clinical trials are being influenced by a
number of factors—increasing competition,
expanding clinical pipelines, increasing
development cycles, high costs of drug
development, and a more stringent regulatory
environment. Pharmaceutical companies, as a
result, are faced with the tremendous
challenge of conducting clinical trials in an
expeditious and cost-effective manner while
maintaining the highest quality standards.
The key criteria for successful clinical trial
management are as follows:
• Real-time access to status of clinical trials
• Ready access to historical information,
both financial and clinical
• Excellent relationships with clinical
investigators and highly productive clinical
research associates (CRAs)
Siebel eClinical is a comprehensive eBusiness
application designed to help pharmaceutical
companies and clinical research organizations
(CROs) better manage investigator
relationships, CRA activities, and overall
clinical trial status.
3
 Siebel .COM Applications for Life Sciences
When specifically tailored for the life sciences industry, Siebel .COM Applications enable organizations to

immediately leverage the Internet to acquire new customers and enhance each and every customer

relationship. With Siebel .COM Applications, life sciences companies can create and execute Internet-based

marketing campaigns, provide 24x7 customer service, and manage channel relationships to ensure

optimum effectiveness.

Siebel .COM Applications for
Pharma offer
– Siebel eService
(Physician Portal and
Consumer Portal)
– Siebel eSales
(Internet Pharmacy)
– Siebel eMarketing
Siebel .COM Applications for Pharma
Siebel .COM Applications for Pharma
provide out-of-the-box, personalized
Internet solutions for marketing, customer
service, and distribution of health-related
information directly to medical professionals
and consumers. By implementing
Siebel .COM Applications for Pharma,
companies can create and execute
personalized Internet-based marketing
campaigns to identify and acquire new
customers, develop custom product and
and support, and manage channel
relationships to ensure optimum efficiency.
All Siebel .COM Applications take advantage
of a dynamic rules-based personalization
engine that lets organizations display targeted
content based on rich customer profiles.
Siebel eService
(Physician Portal and Consumer Portal)
Siebel eService consists of two Web-based
portals, which provide physicians and
consumers with complete Internet self-service

service offerings that meet customer functionality. The physician portal gives

needs, facilitate unassisted selling over the professionals a secure, personalized way to

Internet, provide 24x7 customer service
order samples online, view interactive product
details, create and track their own medical
information requests and product complaints,
request office visits, and register for medical
education sessions. The consumer portal
provides consumers with answers to
commonly asked questions and the
appropriate level of access to product and
disease state information. Siebel eService
portals also allow organizations to build
communities and affinity groups using
Siebel eCommunity, which enables site visitors
to participate in chat sessions and post
messages on message boards.

4
In addition, pharmaceutical organizations can
notify customers of important events,
acknowledge medical information requests,
and automatically inform customers of
resolutions via email. With Siebel eService,
companies can significantly improve customer
satisfaction, reduce overall cost of service, and
provide full 24x7 customer service availability.
Siebel .COM Applications for Pharma also
include Siebel eDetails, Siebel eSamples,
Siebel eMedEd, and Siebel eCommunity.
• Siebel eDetails offers an out-of-the-box
solution to allow detailing of products to
target physicians via the Web. Siebel eDetails
gives pharmaceutical companies greater
reach at nearly zero incremental cost and
helps to ensure that a consistent message is
being delivered through all channels.
• Siebel eSamples is the industry’s only
integrated solution that enables prescribers
to request drug samples 24 hours a day,
seven days a week via the Internet.
Pharmaceutical companies can perform
campaigns to invite target prescribers to
their Web sites, where they will be able to
request samples. This reduces the time
normally associated with ordering samples
using the telephone, fax, or mail from days
or weeks into minutes, thereby increasing
customer satisfaction and driving market
share gains through increased reach.
• Siebel eMedEd allows medical professionals
to register for medical education events via
the Internet. Completely integrated with
Siebel Medical Education—a new module
offered in Siebel ePharma to allow
pharmaceutical companies to better manage
educational programs, meetings, and
events—and the physician portal,
Siebel eMedEd enables professionals to
view personalized information about
upcoming events, including information
about the speaker, a preview of the meeting
content, and even a map to the meeting site.
Information entered by the medical
5
 Siebel .COM Applications for Pharma provide personalized Internet solutions
for marketing, customer service, and distribution of health-related information.
professionals will be routed automatically to
the appropriate individuals within the
sponsoring organization, including the
meeting planning department, customer
service representatives, and the sales force.
• Siebel eCommunity introduces new
community building features for the
consumer and physician portals.
Siebel eCommunity enables consumers
and medical professionals with similar
interests to join chat rooms and discussion
groups on the Web.
6
Siebel eSales
Siebel eSales allows pharmaceutical companies
to rapidly establish an online selling channel
that complements and extends their field,
call center, and indirect selling channels.
With Siebel eSales, companies gain a
comprehensive, prebuilt Internet pharmacy
solution that enables customers to search for
services and products in a rich multimedia
catalog, configure products and services to
meet their needs, place orders, confirm that
the orders are valid and deliverable, and
check on order status. Pharmaceutical
companies can use Siebel eSales Web
personalization to maximize each customer
interaction and dynamically suggest the right
products and services based on customer
profile, environment, requirements, and
buying patterns.
Siebel eMarketing
Siebel eMarketing enables pharmaceutical
organizations to create, execute, and
assess Web-based direct-to-consumer and
direct-to-physician marketing campaigns.
With Siebel eMarketing, companies can
segment their customers and prospects and
target them with personalized, dynamically
generated Web- or email-based communi-
cations or promotions. Siebel eMarketing
gives pharmaceutical companies the ability to
use the Internet as a cost-effective, productive
marketing channel.
Siebel .COM Applications for Clinical
Siebel .COM Applications for Clinical
provide an out-of-the-box portal for site
coordinators and investigators to manage
clinical trials effectively and interact
with the sponsoring company. Through
Siebel .COM Applications for Clinical,
sponsoring organizations can leverage the
power of Siebel eBusiness Applications’
Internet architecture to offer a self-service
option for clinical trial inquiries and access
to real-time protocol and payment
information on their Web sites.
Siebel .COM Applications for Clinical
offer Siebel eService (site portal) as well as
prebuilt functionality of Siebel eCommunity,
Siebel eCalendar, and Siebel eDetails for
pharmaceutical, biotech, and clinical
research organizations.
Siebel eService (Site Portal)
The Siebel eService site portal offers a
complete Web-based service solution that
allows site coordinators and clinical
investigators to review real-time information
about ongoing and upcoming clinical trials,
product information, and FAQ solutions. It
also allows them to create and track their own
medical information requests and product
complaints. The site portal offers sponsoring
organizations a full suite of problem
resolution tools, including full-text search
and troubleshooting, that enable them to
more efficiently resolve customer inquiries.
Site personnel can also request immediate
live Web assistance from a call center
agent via Siebel eCollaboration. With
the site portal, a sponsoring organization
can notify site personnel of important
events via email, acknowledge the receipt
7
 of medical information requests, and
automatically confirm problem resolution.
Siebel .COM Applications for Clinical offers
workflow and routing processes to assign
customer service requests to the appropriate
medical affairs agent, customer service
representative, or other members of the
organization. By deploying the site portal,
companies can improve customer satisfaction,
reduce overall cost of service, and extend
8
24x7 customer service to their Internet
customers, while reducing call center traffic.
The self-service functionality for the site
portal can also include Siebel eCommunity,
Siebel eCalendar, and Siebel eDetails.
• Siebel eCommunity enables investigators
and site coordinators to participate in
interactive chat sessions with other medical
professionals who are also involved in
clinical trials. In addition, site personnel
can post messages on a message board
to get opinions from others in the
medical community.
• Siebel eCalendar enables clinical
investigators and site coordinators using
the site portal to view their past, current,
and future subject visits on the Web in a
monthly, weekly, or daily format.
• Siebel eDetails gives sponsoring
organizations greater reach at nearly zero
incremental cost by providing a prebuilt
solution for detailing products and clinical
trials information to target investigators via
the Web. This module can be utilized in a
clinical setting to disperse protocol
information and updates, as well as to
provide other trial-related information.
Siebel Life Sciences Channel Applications
Siebel Life Sciences Channel Applications provide the industry’s leading partner relationship management

(PRM) solution. They allow organizations to manage contract sales organizations, joint marketing and strategic

alliance partners, clinical sites, and other channel partners via the Web. Siebel Life Sciences Channel

Applications automate the business processes among organizations and their partners, enabling them to work

collaboratively to market to, sell to, service, retain, and satisfy customers.

Siebel eChannel (Representative Portal) Siebel eChannel (Site Portal)

The representative portal provides
pharmaceutical companies with cost-effective
and convenient means to increase their
multiple sales forces. This zero installed
Web-based application saves time for sales
representatives by eliminating the need to
download software. Sales representatives can
spend more time selling and addressing
customer needs. The representative portal
enables sales representatives and partners to
perform call reporting, access professional
and account information, and manage their
activities over the Web. The representative
portal offers a convenient and portable
solution for pharmaceutical companies
to expand their multiple sales forces
and provide sales representatives with
up-to-date information.
The site portal provides a comprehensive,
personalized tool for site coordinators and
clinical investigators to screen and enroll
subjects, schedule subject visits, record activity
status, update and view subject status, and
view up-to-the-minute payment information.
This portal helps site coordinators and
investigators to adhere to protocol guidelines
by automatically generating visit schedules
and associated activities. The site portal can
also include Siebel eCalendar, which allows
site personnel to manage their calendar of
subject visits, and Siebel eCommunity, which
allows them to chat with other sites about
lessons learned throughout the study. The site
portal helps investigators and site coordinators
manage their tasks more effectively, enabling
sponsors of clinical trials to have greater
retention of key clinicians for future trials.
9
 Siebel Life Sciences Field Sales and Field Service
Through market-leading field automation capabilities, Siebel Life Sciences Field Sales and Field Service enable

organizations to deploy the most functionally complete and scalable mobile field solutions on the market today.

Offering fully integrated Siebel ePharma and Siebel eClinical product lines, Siebel Life Sciences is the first and

only product suite that allows life sciences companies to seamlessly share important customer information

across clinical, sales, marketing, and service organizations.

Siebel ePharma Sales

provides a comprehensive
profile of health
professionals for sales
representatives to plan
and execute call
details effectively.

Siebel ePharma Sales

Siebel ePharma Sales offers best-in-class field
sales capabilities for pharmaceutical companies
to deploy the most functionally complete and
scalable solution to manage their multiple
sales forces. While scaling to meet the needs
of even the largest global deployments,
Siebel ePharma Sales allows pharmaceutical
companies to sell collaboratively across
geographies, time zones, and currencies.
Siebel ePharma Sales increases sales efficiency
dramatically, facilitates planning, improves
communication, and provides multiple
capabilities to streamline the sales process.
Siebel ePharma Sales arms the sales force,
both individuals and teams, with the
knowledge, tools, and capabilities needed to
strategically manage day-to-day activities and
10
maximize market share and relationship
profitability. Siebel ePharma Sales was
designed in collaboration with some of the
world’s leading pharmaceutical companies
and incorporates prebuilt functionality that
reflects the industry’s best practices.
• Siebel Formulary Opportunities is an
opportunity-driven capability that enables
national account managers to track the
status of sales cycles for selling products
into formulary. Account managers benefit
from sales pipeline analysis, literature
attachments, collaboration with other sales
team members, simultaneous management
of multiple projects, and tightly integrated
activity management for increased sales
effectiveness and productivity.
• Siebel Samples Management allows sales
representatives to effectively manage their
sample inventory and sample activity
electronically. Siebel ePharma is capable of
assisting clients in complying with the
requirements to fully meet the latest
regulations set forth by the PDMA.
• Siebel Medical Education allows
pharmaceutical companies to better
organize, plan, and execute continuing
medical education (CME) programs,
meetings, dinners, and other events.
Medical Education events can be shared
with multiple sales representatives or across
multiple territories, and can even be created
and managed by a company’s meeting
planning department. Through integration
with Siebel eMedEd, online registration
streamlines the administrative processes
surrounding the organization of these
medical events.
Siebel ePharma Handheld
Siebel ePharma Handheld is the only
configurable mobile solution available for the
pharmaceutical industry. Siebel ePharma
Handheld helps pharmaceutical companies
increase sales representative productivity and
effectiveness, leading to a greater return on
sales force investments and increased market
penetration. With Siebel ePharma Handheld,
sales representatives can make productive use
of the waiting time between calls to record
call notes, update customer profiles, schedule
new calls, or prepare for their next call.
Siebel ePharma Handheld’s comprehensive
call reporting and signature capture
capabilities improve data accuracy by
capturing call details at the point of activity
and save money by eliminating the need to
purchase, ship, and scan sample receipts.
Siebel ePharma Wireless
Siebel ePharma Wireless brings together
wireless communications, the Internet, and
Siebel ePharma to provide pharmaceutical
sales representatives with powerful new
capabilities to increase sales effectiveness and
call productivity. Siebel ePharma Wireless
leverages the Wireless Application Protocol
(WAP)—the industry standard in wireless
communications—to display and modify
critical data in real time, including activities,
physician and account profiling, and
calendar information.
11
 Siebel eClinical Manager provides a complete view
of clinical trials, making it easy to manage and track
trial progress.

Siebel eClinical Manager clinical trials by enhancing communication

Siebel eClinical Manager enables
pharmaceutical, biotech, and clinical research
organizations to deploy the only multichannel,
integrated, and scalable mobile field solutions
on the market today that are designed to help
manage clinical trials. Siebel eClinical Manager
delivers complete site management tools for
CRAs, study managers, and clinical directors,
leading to a more effective use of resources,
better decision making, and a faster time to
market. The application allows study managers
and clinical directors to review real-time status
of clinical trials so they can make quick and
better informed decisions. With Siebel eClinical
Manager, CRAs can increase site management
efficiency with investigator and site
coordinator profiling, activity and calendar
management, payment creation and tracking,
and trip reporting. Siebel eClinical allows
customers to improve the overall efficiency of
and eliminating unnecessary paperwork.
Completely integrated with Siebel ePharma,
Siebel eClinical allows organizations to
seamlessly share information across teams, to
better manage sites and investigator relation-
ships, and to provide superior ongoing service
and support to clinical investigators.
Siebel eClinical offers prebuilt functionality
to facilitate clinical trials management.
• Siebel Protocol Builder provides a powerful
tool for study managers to ensure protocol
adherence in clinical trials. Using visit and
activity templates, study managers can
transform a written protocol into a “visit
scheduler” that can be applied to subjects by
site personnel via the Internet or by CRAs on
their mobile and connected laptops. Site
personnel and CRAs also have the flexibility
to reschedule visits within protocol-specified
ranges for optimal visit scheduling.

12
• Siebel Trip Reports allows CRAs to
produce high quality trip reports using
templates created by clinical managers.
Prebuilt templates for site initiation,
monitoring, evaluation, and closeout visits
help drive adherence to desired business
processes. Siebel Trip Reports helps CRAs to
efficiently track open issues and follow up
items, leading to better site management and
stronger investigator relationships.
• Siebel Payments helps CRAs create, monitor,
and track clinical trial-related payment
activities. CRAs can provide up-to-the-
minute data to site personnel and
investigators about past, current, and future
payments. One-button payment generation
streamlines the payment process for CRAs,
enabling sponsors to pay more quickly while
increasing investigator satisfaction.
• Siebel Clinical Assistant provides tools to
create templates for site initiation, various
trip reports, and investigator assessments.
These templates are applied by CRAs in
the field, allowing customers to leverage
best practices and improve adherence to
Good Clinical Practice (GCP) and Standard
Operating Procedure (SOP).
Siebel Field Service
Siebel Field Service is the first mobile solution
that enables pharmaceutical, medical/surgical
device, and diagnostic organizations to
profitably manage their field service operations.
Using Siebel Field Service, they can manage
field activities, preventive maintenance,
break/fix events, inventory, dispatch and
scheduling, warranties, invoicing, return
materials authorizations (RMAs), quotes and
orders, shipping and receiving, and advanced
parts exchange. Workflow management
automatically assigns field service engineers to
service requests based on product expertise,
availability, geography, or other criteria. It
provides out-of-the-box computer telephony
integration (CTI); pager, email, and barcode
integration; and gives field engineers access to
complete information about the tools, parts,
and skills needed to ensure that service issues
are resolved during the first visit.
Siebel eConfigurator and Siebel ePricer
These applications ensure that every proposed
product or service configuration is accurate,
complete, and correctly priced before
recommending it to the customer. By using
Siebel ePricer, organizations can develop and
deploy sophisticated pricing rules that
support account-specific pricing, discount
ranges, and product cost linkages. With
Siebel eConfigurator and Siebel ePricer,
product and marketing managers can easily
create product bundles and promotional
configurations and automatically distribute
them to sales and service channels.
13
 Siebel Life Sciences Call Center Applications
Siebel Life Sciences offers market-leading call center solutions that enable organizations to deploy state-of-the-

art customer contact centers that include intelligent call management, sales and service automation, workflow

and business process optimization, and real-time legacy integration capabilities.

Siebel Call Center

As life sciences organizations transform call
centers into next-generation contact centers
with far more sophisticated customer sales
and service capabilities, they demand
extremely scalable and cost-effective software
solutions. Specifically designed for the next-
generation contact center, Siebel Call Center
enables organizations to provide world-class
customer service, generate increased revenue,
and create a closed-loop information
flow seamlessly over multichannel sales,
marketing, and customer service operations.
Siebel Call Center empowers agents at
every level by providing up-to-the-minute
information and in-depth customer and
product knowledge. The result—fast problem
resolutions and greater selling opportunities.
Siebel Call Center enables agents to manage,
synchronize, and coordinate all customer
interactions over multiple communication
channels such as the Web, telephone, fax,
email, interactive voice response (IVR)
systems, and voice over IP. Using
Siebel Call Center, company personnel can
support a broad range of products and
services and offer additional value by
informing customers about targeted offerings.
Siebel Call Center provides the most
comprehensive integrated multichannel sales,
marketing, and customer service capabilities
available today. It gives organizations a unified
eBusiness solution that makes them more
competitive in their markets and more
effective in managing customer relationships.

14
Siebel ePharma Service
Siebel ePharma Service guides customer
service and medical affairs professionals
through the entire service process, enabling
them to better serve and satisfy their
clients. Customer service representatives can
use Siebel ePharma Service to track medical
information requests, leverage FAQs,
and quickly provide accurate resolutions.
They can also use Siebel ePharma Service
to immediately route customer inquiries
to agents based on the agent’s training,
expertise, and availability. Additionally,
Siebel ePharma Service ensures that each service
request is resolved within the agreed-upon time,
using automated workflow and escalations to
route, monitor, and resolve each inquiry.
Siebel eClinical Service
Siebel eClinical Service enables customer
service professionals to provide guidance,
information, and service to clinical
investigators and site personnel. With
Siebel eClinical Service, customer service
representatives can track questions and
medical information requests from clinical
investigators, leverage clinical trial
information, and relay timely solutions.
Customer service agents can also use
Siebel eClinical Service to route inquiries or
resolutions to CRAs and clinical monitors,
engaging them in the service process.
Siebel ePharma Telesales
Using Siebel ePharma Telesales, call center
agents and inside sales professionals can
increase revenue, improve customer
satisfaction, and create a closed-loop
information system. This application enables
pharmaceutical telesales professionals to work
more efficiently and meet sales quotas by
providing essential sales functions, including
opportunity management, professional and
account targeting, campaign management,
activity tracking, and quota management.
Siebel ePharma Telesales offers out-of-the-box
computer telephony integration (CTI) and
workflow management—automatically
assigning customers or opportunities to the
right telesales professional based on language,
product expertise, named account, availability,
lead quality, or geography.
15
 Siebel Life Sciences Marketing Applications
Siebel Life Sciences Marketing applications are a comprehensive suite of eBusiness applications designed to

support the analytics and marketing requirements of life sciences organizations. Using Siebel Life Sciences

Marketing, product marketers and business analysts can rapidly analyze large volumes of customer, competitor,

and market data, turn this data into insights, and plan and execute targeted marketing campaigns to

dramatically increase returns on promotional spending.

Siebel Life Sciences Marketing applications Siebel ePharma Analytics

include three distinct product offerings:
Siebel ePharma Analytics, a suite of
applications offering detailed analyses and the
industry’s only out-of-the-box data warehouse
solution to support pharmaceutical activity,
sales, and marketing analysis requirements;
Siebel Marketing, an integrated application
for the design and execution of multichannel
marketing programs; and Siebel eMarketing,
supporting the execution of marketing
programs via email and over the Internet.
Siebel ePharma Analytics is built on
market-leading technology to deliver the
most flexible and easy-to-use pharmaceutical
analytical capabilities for home office
users, managers, and sales representatives.
Siebel ePharma Analytics provides customers
with extensive prebuilt analyses, and enables
marketers to easily create their own ad hoc
reports for distribution to home office and
remote users. Siebel ePharma Analytics
provides users with a suite of pre-packaged
analysis reports to support common analysis
requirements, such as:

• sales and Rx market share

• market share growth and evolution
• reach and frequency
• effort versus results
• return on promotional investment

Reports in Siebel ePharma Analytics are

created using a powerful ad hoc analysis
and reporting tool that supports flexible and
visual analysis of corporate and competitive
data. Using the intuitive drag-and-drop
analysis interface, users can modify existing
or create new reports and analyses, which
can include conditional alerts, user prompts,
pivot tables, drill-down and drill-through
paths, and rich graphs and charts.

16
The Siebel eBusiness Data Warehouse Server
delivers robust enterprise-class online
analytical processing (OLAP) based
on a prebuilt and unified data warehouse
for all customer, sales, service, marketing,
and product data. The Siebel eBusiness Data
Warehouse Server includes a complete set of
tools to extract, transform, and load data from
the Siebel ePharma transactional database into
a highly scalable and open data warehouse
to provide life sciences companies with
a 360-degree, customer-focused view
of their businesses.
Siebel ePharma Analytics provides in-depth
analyses of Rx, sales, service, product, and
customer data, allowing pharmaceutical
organizations to better understand their
customers, assess performance, and drive
actions that enhance sales productivity and
improve customer relationships.
Siebel Marketing
Siebel Marketing enables marketing managers
to develop and deploy sophisticated marketing
programs focused on select groups of target
physicians. Support is included for
multichannel, multistage, event-triggered,
and recurring marketing programs. Target
physician segments may be defined based on
profiling and prescribing data that resides in
Siebel ePharma or in non-Siebel data sources.
Support for all communications channels,
including the field sales force, the call center,
email, the Web, and third-party execution
partners such as mail houses, is included.
Siebel eMarketing
Siebel eMarketing enables marketers
to leverage the power of the Internet to
create highly effective marketing programs.
Siebel eMarketing, when used with the
Siebel .COM Server, enables marketers to
execute personalized marketing campaigns
via email and the Web. These personalized
campaigns can include eNewsletters and
embedded URLs to drive physicians and
consumers to the company’s Web site,
where they may be presented with
personalized messages and online surveys, or
where they may request more information.
Siebel eMarketing tracks customer responses
to email and Web offers in real time, with
Web page response data stored in external log
files that are suitable for analysis using
standard third-party software packages.
17
 Siebel e Business Architecture
Siebel Life Sciences allows organizations to create a single source of customer information that makes it easier

to sell to, market to, and service customers across multiple channels—the Web, call centers, field, resellers,

retail, and dealer networks. Built on a proven, component-based architecture, Siebel Life Sciences applications

are completely Web-based, deliver support for multiple computing platforms, and provide automatic upgrades

and software distribution that significantly reduce total cost of ownership.

Mobile Client Connected Client Thin Client Wireless Client Handheld Client

Intranet/Internet
Database Database

Customer Data

Web-based Architecture Support for Multiple

Siebel Systems’ Web-based architecture
dramatically reduces the cost of deploying
Siebel Life Sciences applications and
enables organizations to provide rich
customer information to partners, resellers,
customers, and prospects via any channel.
All Siebel eBusiness Applications can
be accessed via an industry-standard
Web browser.
18
Computing Platforms
Siebel eBusiness Applications operate on
all major computing platforms, including
mobile, connected, wireless, thin, and
handheld clients. In addition, the
Siebel eBusiness Architecture supports
the Wireless Application Protocol (WAP)
so users can access Siebel Life Sciences from
their mobile phones or other WAP-enabled
mobile devices.
Proven, Component-based Architecture
Siebel Life Sciences applications are built on a
proven, component-based architecture that
satisfies even the most rigorous requirements
for eBusiness application deployments.
The Siebel Life Sciences eBusiness
Architecture includes
• Siebel Personalization—the industry’s first
multichannel personalization engine,
allowing organizations to tailor content,
information, and business processes based
on rich customer profiles.
• Siebel Remote—the industry’s most scalable
data synchronization solution for mobile
clients and for server-to-server replication.
• Siebel Workflow—a powerful workflow
engine that allows organizations to visually
model business processes and apply
workflow automation rules across all
channels of distribution.
• Siebel Tools—a visual development
tool suite that allows organizations to
customize the user interface and business
rules, and to capture data without
compromising the support or upgrades
of Siebel eBusiness Applications.
• Siebel eBusiness Application
Integration (EAI)—a complete integration
solution that seamlessly integrates
Siebel eBusiness Applications with leading
middleware products such as IBM MQSeries,
back office products such as SAP R/3, and
industry-specific back office products such
as credit card and claim processing systems.
It also includes a toolkit for seamlessly
integrating Siebel eBusiness Applications
with any third-party software product.
Full Life Cycle Management
Siebel Life Sciences applications feature fully
automated application upgrades and remote
software distribution capabilities that greatly
reduce the time and expense of managing the
full application life cycle.
The Web-based product architecture lets
organizations configure once and deploy
everywhere. After an organization modifies
Industry analysts, including
the underlying Siebel Business Objects, the
configuration operates automatically across all GartnerGroup, Yankee Group,
primary client computing devices—from Aberdeen Group, and
mobile, handheld, connected, and thin clients
AMR Research, have
to wireless phones. This provides significant
acknowledged Siebel Systems
cost savings and ensures consistency across
customer-facing channels. as the market leader in every
category of eBusiness sales,
Global Market Support
marketing, and customer
Siebel Life Sciences Applications are designed
for global deployments. They support all service applications.
major European and Asian languages
(single- and double-byte characters),
multiple currencies, and automatic currency
conversions, including EMU standards for
euro support and real-time exchange rate
interfaces of leading online services.
Siebel Life Sciences applications allow
companies to define different organizational
structures for managing data visibility,
security, and business processes
across centralized and decentralized
deployment topologies.
19
 Industry Recognition
Siebel Systems, Inc. was founded in 1993 to address the growing need of organizations of all sizes to acquire,

retain, and better serve their customers. Today, Siebel Systems is the world’s leading provider of eBusiness

applications software with more than 7,000 employees who operate in more than 37 countries and 130 offices

around the world.

Siebel Systems was broadly Exceptional Revenue

acknowledged throughout the industry
for its business and technology
successes in 2000.
• Fortune Magazine named Siebel Systems
third among the “100 Fastest Growing
Companies.”
• Business Week named Siebel Systems
the world’s second most influential
high technology company in its
annual “Technology 100” report, and
named Thomas M. Siebel among the
“Top 25 Executives of the Year.”
• Call Center Magazine inducted
Thomas M. Siebel to its Hall of Fame in
and Productivity Gains
To ensure that Siebel Systems is meeting
its customer satisfaction goals, a third-
party customer satisfaction firm surveys
every Siebel customer twice a year. The
firm asks Siebel customers how their
companies have benefited from using
Siebel eBusiness Applications and how
Siebel Systems can improve to better serve them.
On average, Siebel eBusiness Applications
customers report exceptional revenue and
productivity gains, and a return on
investment in ten months.
+21% +21%

recognition for contributions to the business

and technology of customer service.

• Siebel Systems topped the list of Intelligent

+16%
Enterprise magazine’s “The 12 Most Influential
Companies in Information Technology.”

• Siebel eBusiness Applications won the 2000

Readers’ Choice Award from Intelligent
Enterprise magazine, and the second annual
Users’ Choice Award from Customer Support
Management magazine and RealMarket.
Revenue Customer Employee
Growth Satisfaction Productivity
Gains

20
Select Siebel Customers

Automotive Computers Entertainment Insurance and Healthcare Pharmaceuticals

DaimlerChrysler 3Com Corporation Princess Cruises AIU/AIG Abbott Laboratories
Ford Motor Company Acer America Corporation Universal City Studios, Inc. American General Corporation Alcon
General Motors Corporation American Power Conversion Warner Brothers American Re-Insurance Company Amgen
Mitsubishi Corporation Amica Mutual Insurance Aventis
Renault S.A. Compaq Computer Corporation Financial Services Company Baxter International Inc.
Saturn Corporation EMC Corporation ABN Amro Bank AXA GITO DuPont Pharmaceuticals
Volvo Group Fujitsu Business Communication American Express Credit AXA Royale Belge Dura Pharmaceuticals
Systems Corporation Blue Cross Blue Shield of Eli Lilly and Company
Chemical Hewlett-Packard Company Banco Atlántico Colorado GlaxoSmithKline
BASF AG Hitachi Computer Products Bank of America Corporation Blue Cross Blue Shield of Florida Janssen Pharmaceutica
Dow Chemicals IBM Corporation Bank of China California State Automobile Johnson & Johnson Ltd.
DuPont Siemens AG Bank of Montreal Association (CSAA) Knoll Pharmaceutical Company
Engelhard Silicon Graphics, Inc. Bank One Corporation The Canada Life Assurance Merck & Company, Inc.
ICI Sun Microsystems, Inc. Barclays Bank Company Pharmacia Corporation
Monsanto Toshiba Corporation Charles Schwab & Co., Inc. Cigna Healthcare Roche Pharmaceuticals
NOVA Chemicals Unisys Corporation The Chase Manhattan Cooperatie Univé Verzekeringen Takeda Pharmaceuticals
W.R. Grace Corporation Country Companies Services, Inc.
Consumer Goods CIBC Canada CSS Versicherung Public Sector
3M Corporation Citigroup CUNA Mutual Group American Cancer Society
.COM
British American Tobacco Commerzbank AG Farmers Insurance Group of American Diabetes Association
Excite@Home Corporation
The Dial Corporation Daiwa Securities Co. America American Heart Association
HSN General Partner LLC
Guinness Ltd. Deutsche Bank General de Seguros Commonwealth of Kentucky
jobs.com Ltd.
Helen of Troy Dresdner Bank AG GIE AXA France Department of Defense
LoanCity.com, Inc.
Hershey Foods Corporation E*Trade Group, Inc. Great-West Life Assurance District of Columbia
Monster.com, Inc.
ICI Paints First Union Corporation Company Leeds City Council
Qwest Cyber.Solutions LLC
Imperial Tobacco Group First USA Bank, N.A. Hartford Financial Services U.S. Transportation Command
Stamps.com Corporation
Kellogg Company FleetBoston Financial Corporation Group, Inc.
Women.com Networks, Inc.
Maytag Corporation Fleming Fund Management Health Net
Yahoo! Inc. Retail
Murphy Brewery Ireland Ltd. Ford Credit, Inc. Horizon Blue Cross Blue Shield
Christie’s
Nestle USA, Inc. GM Acceptance Corp. Independent Order of Foresters
Communications CompUSA, Inc.
Pepsico, Inc. Groupama S.A. Instituto Nacional de Seguros
America Online El Corte Ingles
The Perrier Group Grupo Bolívar John Hancock Mutual Life
AT&T Farmer Jack
Quaker Oats Company Harris Trust and Savings Bank Insurance
BellSouth Corporation The Home Shopping Network
Reckitt Benckiser HSBC Investment Bank Länsförsäkringar Wasa
British Telecommunications plc JC Penney
Reynolds Metals ING Barings Manulife Financial Corporation
Cable & Wireless Kmart Corporation
Thomson Multimedia La Caixa MetLife (Metropolitan Life
Deutsche Telekom AG The Limited
United Distiller & Vintner Lehman Brothers Insurance Company)
Embratel Marks & Spencer
Whitehall Robbins OTC Loancity.com Mutual of Omaha Companies
Flashcom Nordstrom, Inc.
Merrill Lynch Nationwide Insurance Companies
France Télécom Mobiles Services OpenTable.com
The Nasdaq Stock Market New England Financial
Lucent Technologies, Inc. Electronics Printnation.com
National Australia Bank Northwestern Mutual Life
MCI WorldCom, Inc. Altera Corporation Sharperimage.com
National City Corporation Company
Nokia Corporation LSI Logic Corporation Signet Group
Nomura Securities Old Mutual
NorthPoint Communications Mitsubishi Electric Corporation Sotheby’s
Nykredit A/S Prudential
NTT DoCoMo Toysrus.com
OppenheimerFunds, Inc. Standard Life Assurance Company
Optus Communications Energy Value America
PNC Bank The Variable Annuity Life
Pacific Century CyberWorks American Electric Power Wakefern Food Corporation
Putnam Investments Insurance Company (VALIC)
SBC Corporation Company, Inc. Winterthur International
Quick & Reilly, Inc.
Sprint PCS Electricité de France Zürich Schweiz (Opfikon) Software
Robertson Stevens
Telcel Enron Corporation BMC Software, Inc.
Royal Bank of Canada
Telecom Italia Mobile EPCOR Utilities. Cadence Design Systems, Inc.
Salomon Smith Barney, Inc. Manufacturing
Telenor FirstEnergy Corporation Dun & Bradstreet, Inc.
Scudder Kemper Investments, Inc. The Boeing Company
Telstra Corporation Ltd. Gas Natural Genesys Communications
Thomas Weisel Partners Honeywell International, Inc.
UUNet Halliburton Energy Services Laboratories, Inc.
U.S. Bancorp Lockheed Martin Corporation
Verizon Wireless Iberdrola IBM Corporation
Van Kampen Funds Marvin Windows and Doors
Vodacom Italgas Informix Corporation
Visa International Otis Elevator Co.
Kuwait Petroleum J.D. Edwards & Company
Westpac Banking Corporation Pitney Bowes, Inc.
New Century Energies Mentor Graphics Corporation
Rockwell International
nPower Microsoft Corporation
Corporation
Reliant Energy Novell, Inc.
Southwire Company
RWE
Schlumberger Transportation
Shell Energy Services APL Ltd.
Silicon Energy DHL International Ltd.
TXU
Williams Energy Services
Yorkshire Electricity Group plc
 World Headquarters Asia Pacific Latin America
~
Siebel Systems, Inc. Siebel Systems Australia Av. Naçoes Unidas, 12.901
2207 Bridgepointe Parkway Level 1, 80 Pacific Highway 20 andar - Torre Norte
San Mateo, CA 94404 North Sydney, NSW 2060 04578-903 São Paulo - SP
United States Australia Brazil
Tel: 800-647-4300 Tel: +61-2-9012-3100 Tel: +55 11 5110-0500
www.siebel.com Tel: 650-295-5000 Fax: +61-2-9012-3333 Fax: +55 11 5110-0666
Fax: 650-295-5 1 1 1

Europe Japan
Siebel Systems UK Limited Siebel Systems Japan K.K.
Siebel Centre Ebisu Prime Square 7F
The Glanty 1-1-39 Hiroo, Shibuya-Ku
Egham, Surrey TW20 9DW Tokyo, 150-0012, Japan
United Kingdom Tel: +81-3-5469-3811
Tel: +44-0-1784-494900 Fax: +81-3-5469-3812
Fax: +44-0-1784-494901

©1990-2001 Siebel Systems, Inc. All rights reserved. Siebel and the Siebel Systems logo are trademarks of Siebel Systems, Inc. and may be registered in certain jurisdictions.

10P10-BR320-05620 (02/01)