Not Just a Tool - The Other Side of Siebel Discover How Siebel CRM Enables Superior Customer Experience

Executive SummaryIn a highly competitive and volatile marketplace, it is critical to be able to effectively juggle the sales

pipeline, solution deliveries and customer management for a healthy bottom-line growth. CRM

tools have proven highly effective in helping organizations focus on their business strategy to

increase sales, deliver better customer experiences and build customer loyalty. Oracle's

multi-faceted Siebel is perhaps one of the most complete CRM solutions that does a lot more than

manage customer data. It helps organizations achieve maximum growth and build targeted

customer experiences across all touchpoints and customer-facing experiences.

This white paper considers how Siebel CRM platform is continuously evolving and leveraging latest

technology advancements to deliver superior customer experience, and more, across channels.

IntroductionAn effective Customer Relationship Management (CRM) solution can boost an organization’s

productivity by transforming the way it does business. It can be tailored to match specific

requirements providing insights into customer preferences, customer purchases and trends to

effectively understand, monitor, manage and sustain customer relationships.

We all know that in today’s customer-driven economy, customer engagement and experience

strongly impact the profitability of an enterprise. The rule is simple. Solving customer challenges

lead you to high growth, while poor customer service and disgruntled customers take you down

the path of loss of revenue and reputation. Customers today are relentless in their demand for a

great user experience and expect almost instant gratification. CRM software is a great way to

empower service reps with data and insights necessary to meet the requirements of demanding

customers. For enterprises, CRM software is an essential tool required to drive customer retention,

increase engagement and build solid customer relationships.

Oracle’s Siebel CRM helps organizations to deliver superior customer relationship program

and maximize top-and-bottom line growth. Armed with transactional, analytical and

engagement capabilities – managing customer operations becomes not only easy, but highly

effective as well. Siebel CRM has multiple functions such as facilitating transactional,

analytical and engagement functions to efficiently manage customer interactions. It helps

organizations predict market movements, spot patterns and trends and target customers better.

Customer experience defines an organization’s success and a CRM system will be central to customer

experience management. Customers have a glut of information at their fingertips, with easy to

information on digital devices. They have a huge array of options to choose from, which means that in

order to get customer mindshare organizations need to work harder at engaging and retaining their

customers through superior CRM systems and personalized interactions. The need for delivering a great

customer experience has become even more important in the digital age, because customers are no

longer wary of changing their existing vendor if the service has been poor. Besides, inadequate insights

of the most profitable customers could lead to potential loss of new business opportunity or a loss of

your valuable customer eventually.

The growing importance of customer experience

To build customer loyalty, and eventually customer advocacy, you must deliver a superior customer

experience. Every interaction has to be a high-quality experience for the customer, whether they are

considering a new solution, scheduling a meeting, or maybe just visiting your store or your booth at an

event. Customers expect a cohesive front and any internal silos or lines of business do not matter to

them. From a customer’s perspective, they are doing business with one enterprise, regardless of

department or engagement channel. Their level of satisfaction, or discontent, with the enterprise is

measured by the accumulation of their experiences across customer touchpoints. To engage your

customers and to delight them, an enterprise needs to know their preferences, pain points, buying

patterns, etc. and also be in touch constantly via multiple channels.

CRM tools hold core customer data, and it is important that this data is utilized for better

addressing customer concerns, serving requests for info on products and services,

communicating with customers, and for extending customer service across multiple channels.

CRM solutions provide them with a single view of their customer’s history, patterns, preferences

and more. Mapping the right customer expectation with the right service is a critical success factor for

effective sales and market engagement.

CRM – A vital asset for business

Siebel CRM helps put your customer in the center of your business model, as well as your enterprise

operations. The world’s leading organizations use Siebel CRM to achieve success in customer

experience management, benefitting from Siebel’s cutting-edge features and analytical capabilities.

With Siebel, enterprises can personalize the way they want to interact with and engage with their

customers. It is a comprehensive next generation multi-channel and multi-partner solution that

supports the entire customer lifecycle. It helps enhance customer experience management initiatives

Advantage Siebel CRM

with value-driven propositions that could drive and strengthen your customer relationship.

Siebel CRM delivers a combination of transactional, analytical, and engagement features to manage all

customer-facing operations, providing fully interoperable service solutions. It delivers a comprehensive

approach for front-office agents, offering capabilities to support sales, services, and CRM. There are

multiple ways Siebel CRM helps you provide a superior experience to your customers:

You can be where your customers are: • Allow customers to select their preferred method of interaction

• Provide cross-channel support

• Be available 24x7

Rise above traditional customer service • Make each interaction an extension of the previous one

• Clearly define your most valued customers

• Provide intelligent and consistent service across channels

Gain from actionable insights

• Know your customers’ history to anticipate their needs

• Address key customer issues proactively

• Be responsive to their business demands

Get a complete and secure customer view

• Get a single view of each customer relationship

• Track customer information such as contacts, activities, assets, transactions

• Efficiently manage service requests, interest in other solutions etc.

Additionally, Siebel CRM’s integrated decision-making capabilities ensure that each employee follows

the same best practices. Real-time predictive analytics use intelligence guidance to offer appropriate

recommendations at the right time about the best way to respond in a situation. Siebel CRM can guide

employees through a variety of instances, be it trying to sell more solutions to an existing customer or

resolving a customer complaint with assured positive results. Moreover, Siebel CRM integrates easily

with existing customer loyalty programs, and also helps sales teams sell better by providing them with

the necessary tools and information.

Why Siebel CRM still amazes usThe good news is that despite market assumptions that Siebel is no longer effective, Oracle has been

investing in Siebel to make it more suited for a digitalized world. According to Oracle, Siebel now has

several features designed to address the latest customer expectations, such as:

Data Visualization Siebel CRM 2018 is the first step to Oracle’s journey towards data visualization with features like:

• Prebuilt visualization components that allow users to consume data at a glance. The data is

can be organized as per multiple parameters and preferences

• A Siebel Object Manager data-aggregation engine to generate optimized database queries

for large data volumes

• A visual IDE to easily compose the dashboard layout, drag-and-drop capability, and new visual

components

• Preview dashboards by selecting different applications of choice whether it is an employee

application, partner application, or customer self-service application

Dashboard modernization and customization Siebel customers can now use tools to create new dashboards that will cater to various user

roles, channels, or organizations, tailored to accommodate the ever-increasing customer

expectations.

Enhanced Siebel Search Siebel CRM 2018 has advanced search functionalities:

• Integration with Elastic Search embedded within Siebel

• Faceted search capabilities for Elastic and third-party search engines to help filter search

results bymultiple parameters

• Support for searching attachment content for Elastic and third-party search engines

• Auto-complete supported out of the box with the embedded Elastic implementation

• More in depth control of fields that can be displayed in the search results header and

detail sections

The Final WordIt is now enriched with features designed for a digital world. Per the Oracle Siebel CRM Roadmap,

Oracle has a well-defined roadmap for Siebel support, maintenance and development all way until

2030, including functionalities like the Cloud-Ready Composer (IP2017), IRM, IoT (IP2018), etc to

third-party cloud applications like Oracle and AWS.

Siebel CRM has become key in regard to building customer experiences, allowing users to stretch and

go in many different directions with endless possibilities. And now that Oracle offers a hybrid

on-premise-cloud model for Siebel CRM, it has become easier for enterprises to integrate Siebel onto

their existing enterprise systems. With Siebel being offered in the cloud, it is also now easier to upgrade

info@Lntinfotech.com

LTI (NSE: LTI, BSE: 540005) is a global technology consulting and digital solutions Company helping more than 300 clients

succeed in a converging world. With operations in 30 countries, we go the extra mile for our clients and accelerate their digital

transformation with LTI’s Mosaic platform enabling their mobile, social, analytics, IoT and cloud journeys. Founded in 1997 as a

subsidiary of Larsen & Toubro Limited, our unique heritage gives us unrivaled real-world expertise to solve the most complex

challenges of enterprises across all industries. Each day, our team of more than 28,000 LTItes enable our clients to improve the

effectiveness of their business and technology operations, and deliver value to their customers, employees and shareholders.

Find more at www.Lntinfotech.com or follow us at @LTI_Global

Nitin MahajanHead, Oracle Industry Solutions

Nitin is an industry leader with global experience across multiple domains. His cross

functional experience has helped clients creating significant business value by executing

transformational projects, deploying new age application and technology platforms. He

specializes in ERP, CX and BI areas and working closely with clients in delivering

innovative business models.

Author

the software or introduce patches. Moreover, Siebel can easily co-exist with other Oracle Cloud

Solutions and does not require heavy investments. With forward-looking technologies like AI, predictive

analytics and NLP making strong headway into IT systems, there’s a perfect storm of innovation forming

to shape customer experience of the future, and Siebel CRM is a vital part of it.