Siebel Reviews

Siebel's most valuable feature is the web interface. As far as CRM's go, it's a very flexible solution, and we're able to customize the business rules with code and to integrate it with middleware applications to manage the rules externally. In our case, we've integrated all our BSS and OSS applications with Siebel using TIBCO v5.6.

The application itself contains complete functionalities needed to manage the interactions with clients -- quotes, opportunities, and offers. Also, we can register the interactions with our clients.

We have another instance of Siebel CRM (7.8) and in that case we have integrated also with Tibco BW 5.9 and we are currently using other products from Tibco for developing the BPM processes related (Tibco iDecisions as BPM).

We manage all of our client records and interactions currently with Siebel. We generate within Siebel all of our provisioning and billing orders and send it through our middleware to our billing and provisioning applications, as I mentioned above, we use mainly Tibco BW as our middleware platform.

• Linkage to D&B data
• Merging of customer records

This product has allowed us to disambiguate customers and manage the multiple source records that make up that customer record.

Being a single source of information, this provides an authoritative source of information. One of the most valuable feature is its ability to use the information in a consistent way. A suite of services can be created around this master data, allowing the data to be integrated seamlessly into business processes and analytical environments.

In our environment, we have used Siebel as the primary source for customer management. There are multiple channels by which customer data can be created or updated including UM, Call Center, Mobile and other legacy systems. By having Siebel in place, there is one single repository for all customers. There is no need for individual systems to maintain their own customer database.

Siebel Analytics and the contact management features. This feature is the BI engine built for easy reporting and dashboards to visualize all phases of the customer´s lifecycle and devise the right strategies. The Asset and Product modules are separated and comply with most requirements out of the box for a typical CRM implementation. Also, the Contacts feature is very powerful even allowing for bulk email sending. Campaign and opportunities were used to calculate TOV and worked marvelously well.

It provides end to end customer management, from marketing all the way to support, meaning you also have sales, product management, literature, asset management, opportunity analysis, maintenance SLA compliance, and support, with all the common features present on modern CRMs including phone sync and email merge capabilities. It allows us to generate insights on any point of the customer retention lifecycle and pinpoint where the problems and opportunities are.

I have found the assignment management and contact management features the most valuable.

With the implementation of the "assignment manager," we are now able to automate assignment rules that we previously had in "hard." This feature allows us greater flexibility when incorporating new assignment rules.

• Data migration
• Data deduplication
• Application flexibility with respect to business rules

Business rules for data duplication can be improved.