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25.04.2005 15:02:00
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Siebel Business Analytics Helps BT Infonet Gain Insight into Customer
Siebel Business Analytics Helps BT Infonet Gain Insight into Customer Order Process Siebel Analytics and CRM Solutions Improve Order Management Efficiency and Customer Satisfaction for Leading Global Communications Services Provider
Siebel Systems, Inc. (NASDAQ:SEBL), the leading provider of customer-facing solutions, today announced that BT Infonet, a leading provider of value-added global communications services, has gained actionable insight into its order pipeline and order management process with Siebel Business Analytics. The solution has enabled the company to make more strategic business decisions that improve product development, enhanced its ability to cross- and up-sell products and services, and improved customer satisfaction.
"Before Siebel Business Analytics, the process for getting visibility into the order process was too complicated, and it took too long to get critical information to the people in the organization that needed it," said Jeff Freeman, Director, Customer Implementation, BT Infonet. "With Siebel Business Analytics, we have incredible visibility into areas we didn't have before. Each manager can get up-to-date views of information specific to their areas, and they can drill down into the specific areas of concern to their teams. This has given us more control over the data we want, when we want it, and has allowed us to be more effective and efficient managers."
BT Infonet is one of the world's leading providers of managed network communication services. The company provides ATM, frame relay, remote access, and IP services to its customer base and owns and operates The World Network(R), one of the world's largest seamless advanced fiber optic global data networks. Two years ago, the company deployed Siebel Customer Order Management and other Siebel CRM solutions as part of a global initiative to improve its customer service through a more efficient order management process. The Siebel solutions have enabled BT Infonet to implement a "zero-defect" order system that ensures order accuracy based on a customer's existing assets, contractual agreements, and eligibility. The addition of Siebel Business Analytics provides more than 65 "power users" across the organization the ability to build reports for their departments and provides them with up-to-the-minute order and other department-specific information via customized dashboards. By deploying Siebel Business Analytics, BT Infonet has been able to more quickly and effectively manage its customers and business performance through insight-driven actions and understand how decisions made in one area of the business affect the performance of others.
BT Infonet's Customer Implementation Group uses Siebel Business Analytics to track information such as ready for use (RFU) statistics, quote-to-order conversion rates, order cycle times, order trends, and other operational performance information. Since deploying Siebel Business Analytics, the group has experienced a significant improvement in the delivery of RFUs, BT Infonet's internal metric that measures how quickly it delivers network installations to its customers. Because of the increased visibility into the order process, BT Infonet has been able to consistently improve its RFU rate.
Siebel Business Analytics also enables BT Infonet's product marketing team to mine information about customer buying trends, such as the types of products or services being ordered, when they are delivered and installed, and where the customers are located. This information is used by other groups at the company, such as engineering and marketing, to help in the planning of future products or services or to forecast spending.
"Siebel Business Analytics gives me a complete picture into what's happening in the BT Infonet customer marketplace," said Joseph Fusco, Director IP Services, BT Infonet. "Having a deeper understanding of our order pipeline and customer asset base allows us to better monitor and analyze significant customer order activity, which in turn allows us to deliver the types of products and services our customers want."
BT Infonet deployed Siebel Business Analytics in a phased approach, first giving power users from the customer service division access to order information from a central data warehouse. The second phase expanded the scope of the analytics deployment to the sales and product marketing business units and included information about the customer accounts and assets. The third phase extended the reach of the order management and provisioning statistics to field service personnel. This approach has enabled BT Infonet's IT department to minimize the resources needed to fulfill the complex reporting requirements by focusing on the analytics development area only and has driven best practices throughout the organization by ensuring that the business units maintain ownership of the data.
Siebel Business Analytics enables organizations to empower every person with rich customer and business insight to drive superior business performance. Siebel Business Analytics includes a comprehensive suite of packaged analytic applications that span business functions and incorporate best practices from more than 20 industries and a next-generation BI platform that delivers enterprise-wide usability, scalability, and performance. Learn more at www.siebel.com/analytics.
About BT Infonet
BT Infonet is a leading provider of managed network communications services for multinational entities, fully owned by BT Group and part of BT Global Services. BT Infonet offers integrated solutions optimizing the complex relationship between enterprise applications and the global network. BT Infonet provides local service support in more than 70 countries and territories, and its network is accessible from more than 180 countries. Additional information about BT Infonet is available at www.bt.infonet.com.
About BT
BT is one of the world's leading providers of communications solutions serving customers in Europe, the Americas, and Asia Pacific. Its principal activities include IT and networking services; local, national, and international telecommunications services; and higher-value broadband and Internet products and services.
BT consists principally of three lines of business:
In the year ended March 31, 2004, BT Group's turnover was GBP 18,519 million with profit before goodwill amortization, exceptional items, and taxation of GBP 2,013 million. BT Group plc is listed on stock exchanges in London and New York. British Telecommunications plc (BT) is a wholly owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group. For more information, visit www.bt.com/aboutbt.
BT is a Strategic Alliance Partner and Value-Added Reseller for Siebel Systems. Siebel Systems is a BT Strategic Partner.
About Siebel Systems
Siebel Systems is the world's leading provider of customer-facing solutions that deliver demonstrable business results and long-term competitive advantage. Siebel Systems' multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels. Siebel solutions draw upon the company's best-in-class capabilities in customer relationship management (CRM), business intelligence, and customer data integration and can be deployed as licensed software or as a hosted service. Siebel solutions are tailored to the unique needs of 23 industries and incorporate industry-specific business processes, best practices, and business insight. They are the product of more than $2 billion in R&D investments and reflect over 11 years of experience with more than 4,000 organizations. Together with its extensive global network of alliance partners, Siebel provides the people, process, and technology expertise critical in driving business value from the deployment of customer-facing solutions. Over 3 million users worldwide in organizations of all sizes depend on Siebel solutions to deliver dramatic improvements in how they identify, acquire, retain, and serve customers. For more information, visit www.siebel.com.
For more information on Siebel Systems solutions and services, please visit our Web site: CRM -- http://www.siebel.com/crm; OnDemand Solutions -- http://www.crmondemand.com; Industry CRM -- http://www.siebel.com/industry-crm; Call Center & Service -- http://www.siebel.com/call-center; Sales Force Automation -- http://www.siebel.com/sales-force-automation; Marketing Automation -- http://www.siebel.com/marketing-automation; Business Intelligence -- http://www.siebel.com/business-intelligence; Integration Solutions -- http://www.siebel.com/integration-solutions; CRM Services -- http://www.siebel.com/crm-services.
Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with customers, third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems' Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at www.sec.gov. Siebel Systems assumes no obligation to update the information in this press release.
--30--NJ/sf*
Business Editors/High-Tech Editors
SAN MATEO, Calif.--(BUSINESS WIRE)--April 25, 2005--
Siebel Systems, Inc. (NASDAQ:SEBL), the leading provider of customer-facing solutions, today announced that BT Infonet, a leading provider of value-added global communications services, has gained actionable insight into its order pipeline and order management process with Siebel Business Analytics. The solution has enabled the company to make more strategic business decisions that improve product development, enhanced its ability to cross- and up-sell products and services, and improved customer satisfaction.
"Before Siebel Business Analytics, the process for getting visibility into the order process was too complicated, and it took too long to get critical information to the people in the organization that needed it," said Jeff Freeman, Director, Customer Implementation, BT Infonet. "With Siebel Business Analytics, we have incredible visibility into areas we didn't have before. Each manager can get up-to-date views of information specific to their areas, and they can drill down into the specific areas of concern to their teams. This has given us more control over the data we want, when we want it, and has allowed us to be more effective and efficient managers."
BT Infonet is one of the world's leading providers of managed network communication services. The company provides ATM, frame relay, remote access, and IP services to its customer base and owns and operates The World Network(R), one of the world's largest seamless advanced fiber optic global data networks. Two years ago, the company deployed Siebel Customer Order Management and other Siebel CRM solutions as part of a global initiative to improve its customer service through a more efficient order management process. The Siebel solutions have enabled BT Infonet to implement a "zero-defect" order system that ensures order accuracy based on a customer's existing assets, contractual agreements, and eligibility. The addition of Siebel Business Analytics provides more than 65 "power users" across the organization the ability to build reports for their departments and provides them with up-to-the-minute order and other department-specific information via customized dashboards. By deploying Siebel Business Analytics, BT Infonet has been able to more quickly and effectively manage its customers and business performance through insight-driven actions and understand how decisions made in one area of the business affect the performance of others.
BT Infonet's Customer Implementation Group uses Siebel Business Analytics to track information such as ready for use (RFU) statistics, quote-to-order conversion rates, order cycle times, order trends, and other operational performance information. Since deploying Siebel Business Analytics, the group has experienced a significant improvement in the delivery of RFUs, BT Infonet's internal metric that measures how quickly it delivers network installations to its customers. Because of the increased visibility into the order process, BT Infonet has been able to consistently improve its RFU rate.
Siebel Business Analytics also enables BT Infonet's product marketing team to mine information about customer buying trends, such as the types of products or services being ordered, when they are delivered and installed, and where the customers are located. This information is used by other groups at the company, such as engineering and marketing, to help in the planning of future products or services or to forecast spending.
"Siebel Business Analytics gives me a complete picture into what's happening in the BT Infonet customer marketplace," said Joseph Fusco, Director IP Services, BT Infonet. "Having a deeper understanding of our order pipeline and customer asset base allows us to better monitor and analyze significant customer order activity, which in turn allows us to deliver the types of products and services our customers want."
BT Infonet deployed Siebel Business Analytics in a phased approach, first giving power users from the customer service division access to order information from a central data warehouse. The second phase expanded the scope of the analytics deployment to the sales and product marketing business units and included information about the customer accounts and assets. The third phase extended the reach of the order management and provisioning statistics to field service personnel. This approach has enabled BT Infonet's IT department to minimize the resources needed to fulfill the complex reporting requirements by focusing on the analytics development area only and has driven best practices throughout the organization by ensuring that the business units maintain ownership of the data.
Siebel Business Analytics enables organizations to empower every person with rich customer and business insight to drive superior business performance. Siebel Business Analytics includes a comprehensive suite of packaged analytic applications that span business functions and incorporate best practices from more than 20 industries and a next-generation BI platform that delivers enterprise-wide usability, scalability, and performance. Learn more at www.siebel.com/analytics.
About BT Infonet
BT Infonet is a leading provider of managed network communications services for multinational entities, fully owned by BT Group and part of BT Global Services. BT Infonet offers integrated solutions optimizing the complex relationship between enterprise applications and the global network. BT Infonet provides local service support in more than 70 countries and territories, and its network is accessible from more than 180 countries. Additional information about BT Infonet is available at www.bt.infonet.com.
About BT
BT is one of the world's leading providers of communications solutions serving customers in Europe, the Americas, and Asia Pacific. Its principal activities include IT and networking services; local, national, and international telecommunications services; and higher-value broadband and Internet products and services.
BT consists principally of three lines of business:
| -- | BT Retail, providing a comprehensive range of communications and related services to more than 20 million UK consumers and businesses. |
| -- | BT Wholesale, providing network services and solutions within the UK to more than 600 fixed and mobile operators and service providers, including the provision of broadband and private circuits. |
| -- | BT Global Services, providing IT and networking services to meet the needs of multisite organizations globally. BT Global Services operates in more than 130 countries and also offers international carrier services. |
In the year ended March 31, 2004, BT Group's turnover was GBP 18,519 million with profit before goodwill amortization, exceptional items, and taxation of GBP 2,013 million. BT Group plc is listed on stock exchanges in London and New York. British Telecommunications plc (BT) is a wholly owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group. For more information, visit www.bt.com/aboutbt.
BT is a Strategic Alliance Partner and Value-Added Reseller for Siebel Systems. Siebel Systems is a BT Strategic Partner.
About Siebel Systems
Siebel Systems is the world's leading provider of customer-facing solutions that deliver demonstrable business results and long-term competitive advantage. Siebel Systems' multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels. Siebel solutions draw upon the company's best-in-class capabilities in customer relationship management (CRM), business intelligence, and customer data integration and can be deployed as licensed software or as a hosted service. Siebel solutions are tailored to the unique needs of 23 industries and incorporate industry-specific business processes, best practices, and business insight. They are the product of more than $2 billion in R&D investments and reflect over 11 years of experience with more than 4,000 organizations. Together with its extensive global network of alliance partners, Siebel provides the people, process, and technology expertise critical in driving business value from the deployment of customer-facing solutions. Over 3 million users worldwide in organizations of all sizes depend on Siebel solutions to deliver dramatic improvements in how they identify, acquire, retain, and serve customers. For more information, visit www.siebel.com.
For more information on Siebel Systems solutions and services, please visit our Web site: CRM -- http://www.siebel.com/crm; OnDemand Solutions -- http://www.crmondemand.com; Industry CRM -- http://www.siebel.com/industry-crm; Call Center & Service -- http://www.siebel.com/call-center; Sales Force Automation -- http://www.siebel.com/sales-force-automation; Marketing Automation -- http://www.siebel.com/marketing-automation; Business Intelligence -- http://www.siebel.com/business-intelligence; Integration Solutions -- http://www.siebel.com/integration-solutions; CRM Services -- http://www.siebel.com/crm-services.
Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with customers, third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems' Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at www.sec.gov. Siebel Systems assumes no obligation to update the information in this press release.
--30--NJ/sf*
CONTACT: Siebel Systems, Inc. Cecilia Denny, 650-477-5861 cecilia.denny@siebel.com
KEYWORD: CALIFORNIA INDUSTRY KEYWORD: HARDWARE ADVERTISING/MARKETING SOFTWARE PRODUCT SOURCE: Siebel Systems, Inc.
Copyright Business Wire 2005
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