Siebel CRM Service Module

Siebel CRM Service, Professional Edition enables service agents of small and midsized companies to solve customer problems in a highly efficient and effective manner with comprehensive service request and solution management, as well as asset tracking. Complete customer service is made possible with integrated account and contact management. Powerful workflow technology helps managers track and improve service performance trends, resulting in greater customer satisfaction and loyalty.

With Siebel CRM Service, Professional Edition, customer agents interact quickly and consistently across a broad range of communication channels, such as telephone, email, fax, and page. Service representatives become productive faster, supporting a broader range of products and services, resulting in higher satisfaction levels in each customer interaction.

Users
Service agents and support professionals in small and midsized companies

Key Functionality
• Service Requests
• Service Assistant (activity plan templates for Service Requests)
• Executive Information System (pre-built charts for Service Requests, Accounts, Contacts)
• Accounts
• Activities
• Contacts
• Literature
• Products (basic product catalog with pricing)
• Notes and Attachments
• Advanced Search (adv. search algorithms including term proximity, word stemming, term inflection, etc.)
• Anywhere (software tools to streamline and automate management of Remote Client)
• Assignment Manager (configurable rules engine to automate assignment of leads and opportunities)
• Audit Trail (logging capabilities to maintain a history of changes made to Siebel records)
• EAI (interfaces for enabling real time integration of Siebel to 3rd party systems)
• Remote Client (fully functional disconnected client)
• Reports and Reports Server (library of pre-built reports and report scheduling and generation)
• Sync (client-based synchronization of Activities, Calendar and Contacts to Outlook, Notes and Palm)
• Workflow (configurable workflow engine to automate execution of business processes)
• Siebel Server Sync for Exchange
• Siebel Encyclopedia