OPPapers.com

Title

ORACLE SIEBEL: MAKING INFORMATION, AN ASSET !!!

INTRODUCTION

More and more organizations are turning to customer relationship management (CRM) solutions to drive revenue growth, productivity, and customer satisfaction. Although a great number of these organizations have achieved significant results, some have not achieved all of the benefits they had hoped for. Instead, they encountered problems ranging from cost overruns and integration challenges to poor user acceptance. The good news is that all of these of problems are avoidable if the CRM implementation is well designed and executed. Indeed, when CRM is implemented properly, its solutions produce a significant return on investment by streamlining business processes and providing frontline employees access to richer and more integrated customer information.

[pic]

INFORMATION-DRIVEN CUSTOMER SERVICE

Information drives successful customer interactions—accurate, real-time, and
comprehensive information about customers and their service requests.

Information Drives Revenue

Many companies still view customer service as a necessary evil—not to mention a huge cost
of doing business. They run their contact centers strictly as cost centers. They route inbound
calls or e-mails from customers to agents, with the simple goal of resolving service requests
speedily and efficiently. Yet, with the impact of new regulations that curtail outbound telemarketing
to consumers, there is an urgent need for organizations to drive sales during inbound
customer-service interactions.

Develop Profitable Customer Relationships

Business success depends on building profitable relationships with customers. Oracle Service
enables organizations to develop individual relationship plans based on predefined metrics
such as customer value or contract entitlements. Service agents can use these plans to tailor
specific service levels to individual customers, launch call scripts through Oracle Scripting,
apply...