BY:-

MAYANK SAXENA

DEEN DAYAL

APOORVA VERMA

MANI SHUKLA

SIEBEL E-BUSINESS:

CUSTOMER SUCCESS STORY

INTRODUCTION

Coloplast is an international company that develops, manufactures and markets medical devices and services related to ostomy, urology, continence and wound care.

Coloplast was founded in 1957, employs more than 7,500 people and operates around the world, with sales activities in 53 countries

Coloplast was included in Ethisphere’s 2012 edition

COLOPLAST CUSTOMERS

TYPES OF CUSTOMERS

CLINICAL NURSES

CONCENTRTED DEFINED

AUDIENCE

SMALL TEAM OF 32 FIELD SALES

STAFF

HOME DELIVERY SERVICE

SUPPORTS 18000 CUSTOMERS

THROUGHOUT U.K

FLAWS ASSOCIATED WITH COLOPLAST

• LACK OF CUSTOMER SERVICE

• 14 DIFFERENT UNRELATED SYSTEM( STOVEPIPE SYNDROME)

.

• INFLEXIBLE AND SLOW APPROACH

• LITTLE MARKET ANALYSIS

. • PATIENT HISTORY WAS UNAVAILABLE

• CANNOT DISTINGUISH BETWEEN A HIGH PROFITABLE CUSTOMER OR A NEW PROSPECT

.

OBJECTIVES OF SIEBEL CRM

Easier for the company to sell to market and to service its global customer base across various channels.

To maintain a continuous uninterrupted dialogue between the service seeker and provider

To enable their staff to take orders instantly over telephone ,create and execute targeted direct mail campaigns , improve customer service.

SIEBEL HELP TO COLOPLAST

More focus on customer base

.Whenever people do brand switch they consider coloplast as better option then others

Applications synchronize the data through one central repository regardless of the contact points (e.g., Web, e-mail, call center, field visits and resellers).

Software can be used to organize a site visit or a telephone call

Siebel smart scripts guides the agents through conversation and guides the right products

CONTD….

The central customer repository can be accessed via different contact points with their related applications.

To organize the CRM process more effectively, Siebel offers tools to support the marketing, sales and service processes

Siebel offers controls to prevent entry of identical records from a typing technical point of view—user keys—as well as tools to verify duplicate entries from a logical point of view—deduplication.

It offers highly targeted ,cost effective approach to maximize the sales effectiveness with minimum resource requirements.

With Siebel e-business applications Coloplast offered best customer service which increased their revenues with minimum resources

SIEBEL CALL CENTER

• Siebel Call Center and customer support software helps sales, telesales, and customer service representatives to better understand and address the needs of their customers.

• Siebel Call Center allows agents to handle service, support, and sales interactions across a broad range of communication channels such as telephone, email, fax, pager, wireless messaging, and voice over IP, Web collaboration, and chat

• These channels are integrated, allowing each agent to become a customer-contact manager, supporting a range of products and services and presenting tailored offerings designed to meet customer’s needs.

• Support personnel can provide both sales and service assistance to customers across multiple channels within their contact centers.

• Siebel Call Center also manages customer and account profiles, product knowledge, purchase histories, opportunities, service requests, and service-level agreement

SIEBEL SMARTSCRIPT GUIDES• SmartScript enforces the business processes of the enterprise by means

of a script that the call center agent or customer must follow.

• The script guides the agent or customer through each step of the appropriate business process, typically by providing a sequence of questions .SmartScript selects the appropriate branch of questions as needed

SOFTWARE-CONTROLLED WORKFLOW

• SmartScript guides even inexperienced users through a set process.

• Users are prompted with what questions to answer or ask, and what information to read.

REDUCED TRAINING TIME

• Allows business analysts and call center managers, rather than systems analysts or programmers, to design and implement the workflow which brings first-hand knowledge

SIMPLE WORKFLOW DESIGN AND

IMPLEMENTATION

CONTD….

INTUITIVE GRAPHICAL USER INTERFACE

It is a visual tool that allows a script administrator to create scripts by graphically manipulating script elements to define a workflow

PERSONALIZED INTERACTION

Both the questions that are asked, and the logic of the script can be adjusted based on customer information or on answers provided previously in the script

DYNAMIC UPDATING

Using branching logic, SmartScript displays only those questions in a script that are pertinent to a given transaction

SIEBEL COST EFFECTIVE APPROACH

Ensure secure access to this information.

Accelerate backup and recovery times.

Reduce administrative and storage costs.

Archive the complete range of business critical documents, including proposals, quotes, customer

correspondence, contracts, and more.

IMPACT OF SIEBEL

Coloplast praised by customers for faultless service

Coloplast has earned a reputation for developing products that customers describe as “life-changing”

Recognized in the “Sunday times as the top 100 best companies to work for 2012”

National customer service award winners in 2003, 2004, 2005, 2007, 2008 & 2009

CONTD…..

Winners at the Peterborough Business Awards 2009 for Customer Care.

Winner of the Peterborough Evening Telegraph Award for People Development in 2010 and 2011, and Highly Commended Large Company of the Year 2011.