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

S O L U T I O N B R I E F

April 2004

Introduction 1

Enabling the Customer-Driven Enterprise 1

Lowest Total Cost of Ownership 4

Deployment 5

Operations 5

Configuration 5

Test Automation 6

Upgrade 6

Performance and Scalability 6

Integration 7

Significant Usability Improvements 8

Improved Navigation and Screen Layout 8

Form Field Layout and Simplification 8

Screen Home Pages 8

Universal Inbox 8

iHelp 8

Rapid Form Fill 8

Browser Back Button and History 8

Deeper CRM, Analytics, ERM, and PRM Capabilities 9

Sales 9

Marketing 10

Contact Center 11

Field Service 11

Order Management 12

Analytics 13

Mobile Web Client 13

Handheld 14

Employee Relationship Management 15

Incentive Compensation 15

Partner Relationship Management 15

Expanded and Enhanced Industry Solutions 16

Automotive 16

Communications and Media 16

Consumer Goods 18

Energy 18

Financial Services 19

High Technology and Industrial Manufacturing 20

Hospitality and Travel 21

Insurance and Healthcare 22

Life Sciences 23

Public Sector 24

Retail 25

Siebel Services and Support 26

Training Courses 26

Services 27

Table of Contents

W H I T E P A P E R

1

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 enterprise-

wide 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 today’s customer-

driven 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 experience—challenges 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 Solutions—Siebel 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 effectively—processes 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.

Introduction

S I E B E L 7.7 : D E L I V E R I N G L O W E R TC O A N D S U B S TA N T I A LI 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


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

2

• Business Performance Insight and Monitoring—With 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 Optimization—Siebel 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 Applications—Siebel 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 MicrosoftOutlook, users can associate tasks, contacts, and appointments directly to Siebelaccounts and contacts and then drill directly into Siebel information.

3

• Employee Alignment and Performance—Siebel 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.

• Integration—Siebel 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 enterprise’s 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.



4

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.

Lowest Total Cost of Ownership



Focus Area 7.5.3 7.7 Incremental 7.7 Total

Deployment 14% 18% 32%

Operations 10% 25% 35%

Configuration 7% 20% 27%

Test Automation 8% 40% 48%

Upgrade 11% 19% 30%

Performance and Scalability 25% 5% 30%

Usability 24% 29% 53%

Integration 20% 20% 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 anddeployment experience and data gathered from careful examination of more than 200 Siebel 7.xdeployments. The percentage improvements—for all categories except Performance, Scalability,and Usability—reflect the average reduction in person-hours associated with each of theprimary areas that contribute to total cost of ownership. The percentage improvements forPerformance, Scalability, and Usability reflect the average increase in end user productivityassociated with Siebel 7.7.

Projected Improvement vs. Siebel 7.0.x

5

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.



6

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

Interactive’s 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 Siebel’s 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 customer’s

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 Network’s 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.



7

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. Siebel’s 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.



8

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 browser’s native backward,

forward, and history navigation buttons to quickly and easily move throughout the

Siebel application.

Significant Usability Improvements



9

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 Planning—Sales 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 Dashboard—These 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.

• Integrated Sales Training—By 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.

Deeper CRM, Analytics, ERM, and PRM Capabilities



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

10

Marketing

• Out-of-the-Box Loyalty Management—Siebel 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.

• Enhanced Segmentation and Targeting—Siebel 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 Marketing—Siebel Email Marketing 7.7 is the industry’s 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 Management—Siebel 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.



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

Operational

Analytical

CustomerInformation

CustomerProfile

ActivityHistory

Rewards/Points

Program

ServiceHistory

CustomerValuation

CustomerSegment

TargetedMarketing

11

Contact Center

• Agent Performance Objectives—Siebel 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 Dashboard—Measuring 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 Base—Siebel 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 Board—A 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 Engine—In 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 Assignment—Siebel 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.



12

Order Management

• Asset-Based Ordering—In 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/Approval—The 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.

• High Interactivity User Interface for Product Configurator—Siebel 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.



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.

13

Analytics

• Mobile/Disconnected Analytics Applications—Siebel 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 Analysis—New

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 Analytics—Special 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

• TrickleSync—Formerly 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 Retrieval—Selective 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.



14

Handheld

• Store-and-Forward Wireless Messaging—Siebel 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.

• Signature Capture—Users 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 Barcode—Users can create and update records automatically by simply

scanning linear or 1D barcodes (such as UPC symbols) when they are in a barcode-

enabled 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 Administration—New 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.



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

• Real-time or near real-time dispatchof critical CRM information

• Real-time or near real-timeresponse from field professionals

• Asynchronous query for informationthat may not be available on mobile devices

15

Employee Relationship Management

• Learning Analytics—Siebel 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 Tracking—Siebel 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 Publishing—Siebel 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 Processing—Siebel 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 7.7’s robust

incentive compensation accounting framework ensures employees and partners are paid

the right amount on time, every time.

• Reporting—Siebel 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.

• Analytics—Siebel 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 Enhancements—Siebel PRM 7.7 introduces support for MDF claims management

and offers enhanced support for MDF preapprovals.

• UAN 3.0 Integration Application Processes for PRM—Siebel 7.7 offers support for the

following business processes: Opportunity Transfer, Distribute New Product Information,

Request Price and Availability, and Distribute Inventory Report.



16

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 Management—Siebel 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 prospect’s profile information; identify the purpose

of the contact (sales, service, or parts); identify the prospect’s 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 Management—Siebel 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 Term—Siebel 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 Origination—Siebel 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.

Expanded and Enhanced Industry Solutions



17

• Create and Validate Voice or Data Order—Siebel 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 Activities—Siebel 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 Inquiry—Siebel 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 Account—Siebel 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 Management—Siebel 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 consolidateskey information about each loyalty program member.

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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 Volume—Siebel 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 Promotions—Siebel 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 Execution—Siebel Consumer Goods 7.7 enables brand owners to capture

real-time information on the “four P’s” (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 Orders—Siebel 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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• Dispatch Unscheduled Activities—Siebel 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 Compliance—Siebel 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 Management—Siebel 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 Lists—Siebel 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 Events—Siebel 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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• Manage Inbound Service Call—Siebel 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 Transformation—Siebel 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 customer’s 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 servicedelivery 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 after-

market parts and service revenue, and improved customer loyalty. A sample of the business


functionality in Siebel High Tech and Manufacturing 7.7 follows.

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• Design Opportunity Management—Siebel 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 manufacturer’s sales and marketing employees and

external parties, such as distributors and manufacturer representatives.

• Special Pricing Authorization Management—Siebel 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 Management—Siebel 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 Management—Siebel 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 Management—Siebel 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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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 Templates—Siebel 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 Management—Siebel 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


functionality in Siebel Insurance 7.7 and Siebel Healthcare 7.7:

• Create Term Life Insurance Quote—Siebel 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 Quoting—Siebel 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 Resolution—Siebel 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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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 Management—The 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 Analytics—The 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, saleseffectiveness, and campaign ROI without being connected to a corporate network.

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• Site Payments to Facilitate Integration with Financial Systems—Site 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 Planning—New 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 Marketing—Siebel 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 Resolution—Siebel 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 Management—Siebel 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.



25

• Section 508 Support—Siebel 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 Authentication—Siebel 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 industry-

standard 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 Management—Siebel 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 Management—Siebel 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 Sampling—Siebel 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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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 Training—Siebel 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 Training—This 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

Siebel Services and Support



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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 7.7—for

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.

Siebel’s 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 today’s

customer-driven world.



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