Siebel Appnetwork Product Brief

7/28/2019 Siebel Appnetwork Product Brief

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Universal

Application

Network and

SiebelBusiness

Integration

Applications:

Delivering Faster,

Better, More Agile

Business Performanc

The Worlds Leading Provider of eBusiness Applications Software

Product Brief


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Universal Application Network 1

Siebel Business Integration Applications: 4

Prepackaged Software from Siebel Systems

Built on the UAN Architecture

Cross-Industry Siebel Business Integration Applications

Siebel Business Integration Applications for Customer Lifecycle Management 8

Siebel Business Integration Applications for Product and Catalog Management 10

Siebel Business Integration Applications for Order Management 12

Siebel Business Integration Applications for Partner Relationship Management 14

Siebel Business Integration Applications for Sales Management 16

Siebel Business Integration Applications for Service Management 18

Siebel Business Integration Applications for Employee Relationship Management 20

Industry-Specific Siebel Business Integration Applications

Siebel Business Integration Applications for Automotive 22

Siebel Business Integration Applications for Communications 24

Siebel Business Integration Applications for Energy 26

Siebel Business Integration Applications for Financial Services 28

Summary 30

Table of Contents

Universal

Application

Network and

SiebelBusiness

Integration

Applications:

Delivering Faster,

Better, More Agile

Business Performanc

Product Brief


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Universal Application Network

Universal Application Network (UAN) is a standards-based architecture for business integration developed

by Siebel Systems in collaboration with the worlds leading technology companies. Siebel Systems provides

packaged softwareSiebel Business Integration Applicationsthat integrate business applications and run

on industry-leading integration servers, eliminating the cost and complexity associated with traditional integra-

tion methods. With UAN and Siebel Business Integration Applications, companies can leverage their existing

IT investments, deploy best-in-class applications, and optimize their cross-application business processes,

resulting in greater organizational agility and a lower total cost of technology ownership.

Integration Is the Number One

IT Challenge

Over the past few decades, enterprises have

invested heavily in software applications to

increase business process efficiency and effec-

tiveness. These investments yield maximumvalue only when the applications are inte-

grated with one another, allowing organiza-

tions to seamlessly execute end-to-end busi-

ness processes. Even a basic process such as

updating a customers address across all infor-

mation systems, departments, and lines of

business typically requires the interoperation

of dozens or more applications.

As many companies run tens, hundreds, or

even thousands of disparate applications

some built internally and others acquired over

the years from multiple vendorsapplication

integration has become a tremendous chal-

lenge. In fact, in a recent Morgan Stanley CIOsurvey, 51 percent of chief information officers

mentioned integrating systems and processes

as their most strategic IT priority. The integra-

tion imperative becomes even more pressing

as supply and demand chains become more

interdependent, and organizations must be

able to integrate the extended enterprise to

ensure the viability of their partner networks.

Figure 1: Integration is the leading IT priority for todays CIOs.

Top Strategic (IT-Driven) Priorities

Application Integration

Storage Hardware

Storage Software

Wireless Initiatives

Customer Service Applications

ERP Software/ERP Upgrade

Windows 2000/XP Upgrade-Desktop

Network Equipment

Business Intelligence Tools

Security Software

51%

45%

37%

33%

32%

32%

32%

31%

28%

29%

0% 10%

Source: Morgan Stanley CIO Survey, April 2003

20% 30% 40% 50% 60%


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2

Consider an insurance company that wants to

automate its end-to-end business process for

creating a new policy. This process includes

multiple stepscapturing detailed customer

information, evaluating risk, developing the

quote, processing the application, underwrit-

ing the policy, and issuing the policyand it

spans multiple applications. For most organi-

zations, efficiently integrating such applica-

tions remains a significant challenge.

Traditional Approaches Are Complex,

Risky, and Expensive

To meet integration challenges similar to

the aforementioned insurance example,

companies have relied on the traditional

approach of custom-built, point-to-point

integrations, an approach that is complex,

risky, and expensive.

ComplexThese custom-built,one off solu-

tions are neither reusable nor easy to extend,

upgrade, or modify. As the number of applica-

tions in an IT environment increases, building

and maintaining connections becomes enor-

mously complex and time-consuming.

RiskyPoint-to-point solutions are typically

proprietary rather than based on open indus-

try standards, resulting in a highly inflexible

infrastructure that limits future options.

ExpensiveCreating one-to-one integrations

is labor-intensive, saddling the organization

with heavy development, deployment, main-

tenance, and administration costs. In many

organizations, integration consumes up to

one-third of the IT budget.

Customer

Call Center Continue?CreateQuote

CreateApplication

Send Policy

Receive

Policy

LegacyUnderwriting

Credit BureauProvideCreditScore

Legacy

RatingProvide

Rate

Legacy PolicyAdministrationSystem

CreateMasterRecord

RequestCar

Insurance

Accept

Quote

UnderwritePolicy

EvaluateRisk

Figure 2: Business processes that span the enterprise, such as creating a new policy, require the integration of

multiple applications. In the example abovea high-level representation of an insurance companys new policy

processfive separate applications are integrated.


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Universal Application Network:

A Standards-Based Architecture

for Business Integration

Siebel Systems has joined forces with other

leading technology companies to create a stan-

dards-based architecture for business integra-

tion that overcomes the limitations of point-

to-point and integration server approaches.

Universal Application Network is a service-ori-

ented architecture that enables organizations

to solve the business integration problem with-

in and beyond the enterprise. With UAN, busi-

ness processes are defined independent of the

underlying applications, simplifying the process

of integrating applications from multiple ven-

dors. UAN also defines a common object

model, thereby eliminating the need for point-

to-point data transformations. Finally, UAN

provides implementation guidelines that ensure

that UAN-compliant integration solutions are

consistent, manageable, and upgradable.

Software vendors, such as Siebel Systems, Fair

Isaac, FirstLogic, Group 1 Software, Jacada,

Portal Software, SupportSoft, and Trillium

Software provide UAN-compliant integration

solutions. Leading systems integrators

including Accenture, BearingPoint, Cap

Gemini Ernst & Young, Deloitte Consulting,

and IBM Global Servicesprovide services to

deliver UAN-compliant solutions. Integration

server vendors such as BEA, IBM, Microsoft,

SeeBeyond, TIBCO, Vitria, and webMethodshave enhanced their integration platforms to

support business integration applications

built on the UAN architecture.


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Siebel Business Integration Applications: Prepackaged

Software from Siebel Systems Built on the UAN Architecture

Siebel Systems provides packaged softwareSiebel Business Integration Applicationsthat are built on the

UAN architecture and run on industry-leading integration servers. These applications span horizontal and

vertical functional areas and embed industry best practices.

4

Siebel Systems is the leading provider of UAN-

compliant packaged software for business inte-

gration, thereby eliminating the need for cus-

tom development. As a result, Siebel Business

Integration Applications dramatically reduce

the cost, time, and risk of business integration.

Siebel Business Integration Applications enable

organizations to rapidly and easily deploy end-

to-end business processesfor example,

Quote to Cash and Service Provisioningto

achieve faster, better, and more agile business

performance, resulting in a better customer

experience, increased revenue, and lower

operating costs.

Siebel Systems domain expertise uniquely

positions the company to provide superior cus-

tomer-facing integration applications. Siebel

Business Integration Applications leverage

Siebel Systems ten years of success in develop-

ing packaged customer relationship manage-

ment (CRM) applications, data models, and

integration solutions. In addition, through its

extensive partnership program, Siebel Systems

is able to leverage the deployment expertise

of leading systems integrators, ensuring that

Siebel Business Integration Applications reflect

the best practices of every industry in which

they are deployed.

Siebel Business Integration Application

Components

Siebel Business Integration Applications

include three main components: Siebel

Business Integration Processes, Siebel Business

Integration Common Objects, and SiebelBusiness Integration Transformations.

Siebel Business Integration Processes

Define and orchestrate a series of discrete

steps to complete an integration task such

as synchronizing an account across multiple

applications or submitting an order from the

front office to the back office for fulfillment.

Because Siebel Business Integration Processes

are entirely based on XML and Web Services,

they can be easily configured, modified, and

extended. Examples of integration processes

include Sync Account, Create Order,

Update Order, Sync Payment, andRequest Duplicate Invoice.


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Siebel Business Integration Common

ObjectsProvide a framework for defining

business data in an application-neutral for-

mat. Since each application has a different

data model, the use of common objects elimi-

nates the need to map the data models of dif-

ferent applications directly to one another.

Instead, each data model is mapped to com-

mon objects. Siebel Business Integration

Applications include an extensive set of com-

mon objects needed for the integration

processes. Examples of common objects are

Account, Activity, Contact, Employee, Invoice,

Opportunity, Order, Product, Quote, and

Service Request. The common objects provid-

ed represent the domain knowledge and expe-

rience accumulated by various standards bod-

ies and by Siebel Systems and its partners

through thousands of enterprise application

deployments across a number of industries.

Figure 3: The chart above illustrates the Universal Application Network architecture and Siebel Business

Integration Applications.


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Siebel Business Integration

TransformationsReconcile the differences

between the data models of the different busi-

ness applications. Every application has a dif-

ferent data model and a different format of the

same data object, and any communication

between applications necessitates conversion

from one format to another. In a simple exam-ple, one application may use three-letter coun-

try codesUSA for the United Statesand

another application may use two-letter

codesUS. A data transformation will

convert USA into US and vice versa.

Organizations can use Siebel Business

Integration Applications directly out of the

box or easily modify them. They can also

leverage the applications to easily and rapidly

create their own standards-based integrations,

thereby avoiding the cost and complexity typi-

cally associated with integration design and

development.

Siebel Systems provides a rich library of busi-

ness integration applications for numerous

horizontal and vertical functional areas.

Horizontal areas include customer life cycle

management, product and catalog manage-

ment, order management, partner relationship

management, sales management, service man-

agement, and employee relationship manage-

ment. Vertical areas include high technology

and manufacturing, communications, finan-

cial services, automotive, energy, life

sciences, and consumer goods.

6


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UAN and Siebel Business Integration

Applications Reduce Cost, Complexity,

Risk, and Time to Deployment

With UAN and Siebel Business Integration

Applications, organizations no longer need to

develop separate integration solutions for each

application-to-application linkage. Instead, all

applications in a multisystem environment caneasily be linked through a common integration

architecture. Because UAN and Siebel Business

Integration Applications are based upon open

industry standards such as Extensible Markup

Language (XML) and Web Services, organiza-

tions are free to build vendor-independent,

highly flexible application networks compris-

ing any combination of applications. Applica-

tions can be added or removed from the net-

work easily, with minimal additional develop-

ment costs.


Applications address the application integra-

tion challenge with an out-of-the-box solution

that is easy to deploy, low-risk, and extremely

cost-effective.

Rapid time to marketAccording to an

Accenture estimate, a $1 billion company that

used UAN and Siebel Business Integration

Applications rather than custom interfaces

for integrating three major systems could

reduce its time to market by 30 percent.

Low riskBecause they are based on stan-

dards like XML and Web Services, and sup-ported by major integration server vendors,


Applications minimize deployment risk.

Low total cost of ownership (TCO)UAN

and Siebel Business Integration Applications

are flexible, easily extendible, and easy to

maintain, significantly reducing organiza-

tions total cost of ownership. According to

Accenture, the $1 billion company mentioned

above could realize a 30 to 60 percent savings

on integration implementation costs alone byimplementing UAN and Siebel Business

Integration Applications.


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Companies are under increasing pressure to

provide a unified front to prospects and cus-

tomers who demand a consistent, personalized

experience across all channels. Providing this

advanced level of service is challenging for

most organizations, as customer data is fre-

quently housed in disparate applications that

span different customer channels, geographicregions, product lines, and business units. In

many companies, customer information is

stored in hundreds of applications, making

it extremely difficult for the organization to

achieve a unified view of its customers or

to provide the seamless interaction that

they demand.

Siebel Business Integration Applications for

Customer Life Cycle Management enable

companies to synchronize customer informa-

tion throughout the entire customer life cycle,

enabling them to more effectively acquire,

develop, and retain customers. Specifically,

they enable organizations to:

Ensure data consistencySiebel Business

Integration Applications for Customer Life

Cycle Management ensure the consistency

of data across packaged, custom, and legacyapplications. By allowing multiple applica-

tions to share information updates as soon

as they are made, Siebel Business Integration

Applications enable companies to reduce the

expense and foregone revenue associated with

inconsistent or inaccurate customer contact

information. For example, they ensure that

companies do not deliver marketing materials

to old or incorrect addresses.

8

Siebel Business Integration Applications for Customer Life

Cycle Management

Siebel Business Integration Applications for Customer Life Cycle Management enable companies to synchronize

customer information with third-party applications to maximize cross-selling opportunities, increase customer

satisfaction, and optimize the customer experience.

Customer

Field ServiceRepresentative

Universal

ApplicationNetwork

Universal

CustomerMaster

MatchAccount

Master CustomerInformation

RequestAccount

Master CustomerInformation

Start

End

End

Collect MatchParameters

ConfirmCustomer

Information

RepeatProcess

Correct?

MatchExists?

Locally?

No

No No

Yes

Yes

YesValidate Resultwith Customer

QueryAccountLocally?

Import

AccountInformation

Figure 4: Real-time account management ensures data consistency and accuracy across the enterprise.


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Unify customer profileSiebel Business

Integration Applications for Customer Life

Cycle Management also provide prebuilt

integration flows among source, master

data, and target applications, ensuring that

one consistent enterprise profile exists for

each customer. Siebel Business Integration

Applications utilize out-of-the-box cross-referencing functionality to facilitate an

enterprise customer view across disparate

applications, enabling the organization to

improve the customer experience, heighten

employee productivity, and maximize

customer value.

Access customer information in real time


Customer Life Cycle Management enable

real-time visibility into information that is

dispersed across the enterprise. With SiebelBusiness Integration Applications, customer

service agents no longer have to navigate mul-

tiple applications to access critical informa-

tion. As a result, they are able to consistently

and effectively serve the customer via any

channel, improving their productivity and

enhancing the customer experience at each

point of contact.

Siebel Business Integration Applications for Customer Life Cycle Management include the following:

Integration Applications

Contact Management

Customer Management

Capabilities

Synchronize, update, and

archive contact information

across multiple applications

Find contacts with limited

input data

Query for contacts without

replicating the data in the

source application

Create, update, and delete

customer groups across

multiple applications

Benefits

Enhance the customer

experience by meeting

customer needs at the

first point of contact

Increase revenues through

cross-sell and up-sell opportu-

nities made possible by a

unified view of customers

across the enterprise

Increase employee produc-

tivity by extending real-time

access to relevant information

Reduce expenses incurred

from sending marketing mate-

rials to the wrong addresses


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10

Siebel Business Integration Applications for Product and

Catalog Management

Siebel Business Integration Applications for Product and Catalog Management enable companies to improve

their sales effectiveness by ensuring that all those involved in serving the customerincluding telesales agents,

sales representatives, and channel partnershave access to the latest product and pricing information needed

to create the optimal solution.

Organizations that sell products and services

through multiple channelsincluding the Web,

call centers, field sales, retail outlets, and dealer

networksface significant operational chal-

lenges. Product information changes often,

and it exists in different forms in different sys-

tems. When changes do not systematically cas-

cade through the different systems, or when

manual entry results in errors, companies can

end up offering products with invalid configu-

rations or incorrect prices.


Product and Catalog Management enable the

real-time synchronization of product infor-

mationincluding price and cost data

across disparate systems that serve both direct

and indirect channels, resulting in increased

revenues and lower operational costs. These

applications enable organizations to:

Increase sales effectivenessSiebel Business

Integration Applications for Product and

Catalog Management ensure that new product

introductions and changes to existing prod-

ucts are made available across all customer

touchpoints instantaneously. The solution

reduces the costs of manual data entry and

order correction, and it provides access to the

right information needed to quickly answer

customer inquiries, configure solutions and

proposals, and provide customer-specific

prices. By enabling organizations to be more

responsive to customer needs and market con-

ditions, it dramatically improves customer

acquisition and customer satisfaction.

Product

Marketing

UniversalApplication

Network

ProductMaster

Import Raw

Item Data

Validate Raw

Item Data

Item Master

Update

Product

Receive Class

and Attribute

Information

Validate Class

and Attributes

Update Class

and Attributes

Class-Attribute

Information

Update Class

and Attributes

End

Update Class-Attribute

Information

StartUpdate Item

Information

Class

Attributes

Exist?

Yes

No

Figure 5: Instantaneous update of product information across multiple applications increases sales effectiveness

and lowers manual-entry costs.


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Reconcile product definitions across appli-

cationsProduct definitions vary depending

on whether they are being displayed to

back-end, sales force, customer service, or

eCommerce users. Siebel Business Integration

Applications for Product and Catalog

Management link these disparate product

definitions in a single reference table,reducing the need for manual reconciliation

and ensuring consistent communication

across applications.

Manage complex productsSiebel Business

Integration Applications for Product and

Catalog Management provide robust capabili-

ties for the synchronization of products with

multiple configurations or complex catego-

rization systems based on class and attributes.

By ensuring accurate categorization of prod-

ucts across multiple systems, the solution

reduces order errors and the manual effort

required to correct them.

Facilitate consistent pricingEffective man-

agement of product pricing is a strategic issue

in todays competitive environment. Siebel

Business Integration Applications for Product

and Catalog Management enable companies

to quickly deploy pricing changes to salespeo-

ple, partners, and customers, accelerating the

introduction of new pricing to the market-

place. They eliminate manual pricing errors

and reduce the revenues that can be lost due

to inconsistent pricing.


Simple Product Management

Price and Cost List

Management

Attribute and Class Structure

Management

Customizable Product

Management

Capabilities

Synchronize and update

simple product information

between front-office and

back-office systems

Synchronize and update price

and cost lists between back-

office and front-office systems

Create and update classifica-

tion system and its related

list of attributes in front-

office systems

Create customizable products

in front-office systems

Benefits

Ensure consistent and accu-

rate product and pricing

across all customer touch-

points instantaneously

Eliminate manual pricing

errors and reduce revenue

loss due to inconsistent

pricing

Provide robust capabilities

for the synchronization ofproducts with multiple

configurations or complex

categorization systems

Siebel Business Integration Applications for Product and Catalog Management include the following:


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Enterprises are taking aggressive measures to

reduce operating and customer service costs

by automating quote-to-cash processes.

Market leaders are also striving to provide

customers and partners with self-service capa-

bilities for real-time management of their

orders through the order cycle. However, with

multiple front-office and back-office systems

operating across divisions and business units,

order management in many companies is

highly fragmented.


Order Management enable companies to

achieve consolidated, customer-centric order

management in real time. The solution pro-

vides customers, partners, and employees

with a centralized ability to effectively manage

all product and service orders from quote

to delivery.


Order Management enable organizations to:

Provide a consistent experience across

channelsSiebel Business Integration

Applications for Order Management enable

companies to create and manage orders by

accurately configuring and pricing products,

checking availability, managing delivery expec-

tations, and validating payment at the point

of sale. Seamless order management helps

companies avoid call backs to correct order

errors and reduces goodwill services in

exchange for customer loyalty. Once a sale

is complete, Siebel Business Integration

Applications for Order Management allow

customers to view the status of their orders

in real time and also support the process of

importing orders captured in external systems

so that they can be validated to ensure accu-

racy prior to fulfillment.

Manage returns and cancellations

effectivelySiebel Business Integration

Applications for Order Management enable

companies to create return orders or cancel

existing orders through multiple channels and

allow them to assess customer return requests

based on eligibility prior to providing the cus-

tomer with approval. These checks decrease the

time and cost required to verify product return

12


Order Management

Siebel Business Integration Applications for Order Management enable companies to better serve customers

and reduce operational costs by efficiently processing new orders, updates, returns, and cancellations across

front-office and back-office applications.

Customer

SalesRepresentative


Network

Fulfillment

Start

RequestOrder Update

Order Information

Communicate

Order Status

Receive Order

Details

Request

Order StatusEnd

Receive

Order

Status

Update Order

Update Order

Async

(PIP3A6)

Start

Communicate

Status?

Yes

No

Customer

Channel?

Contact Center

Request

Order

Status

Web Receive

Order

Details

End

Figure 6: Real-time update of order status provides increased visibility into fulfillment processes and reduces

customer service costs.


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eligibility. Once eligibility is determined, com-

panies can create a return for credit, a return

for repair, a return for exchange, or a return for

advanced exchange. For items not approved for

return, companies can define routing and

approval processes to ensure that the issue is

resolved to the customers satisfaction.

Manage assetsSiebel Business Integration

Applications for Order Management support

the synchronization of customer asset infor-

mation between back-office and front-office

systems. They enable asset-based ordering to

support upgrades of installed products, up-sell

and cross-sell opportunities, and automatic

regular reordering of these services. Having

asset information synchronized also gives field

service personnel an accurate and up-to-datesnapshot of exactly which parts are needed

when the purchaser of a complex product

requests repairs. This enables them to provide

first-time resolution of service requests and

superior customer service at a lower cost.


Asset Management

Available-to-Promise

Management

Credit Check Management

Order and RMA Management

Order Cancellation Management

Status Management of Order

and RMA

Order Simulation Management

Capabilities

Synchronize asset (installed

product) information between

front-office and back-office

systems

Check availability of all prod-

ucts of an order at the time

of order entry

Check customers credit

balance in an accounts

receivable system at the

time of order entry

Submit orders or return

material authorizations

(RMAs)

Import orders for external

systems into the front-office

system

Request cancellation of

orders that have been

submitted in the back office

Update front-office orders as

their status changes in the

back office

Submit an order simulation

request to the back-office sys-

tem and return information to

the front-office system

Benefits


tivity and satisfaction by

managing all customer

and order information in

a single, integrated order

management system

Avoid call-backs to correct

order errors

Reduce goodwill services in

exchange for customer loyalty

Increase customer satisfac-

tion by presenting a single

face to the customer and

assuring quick resolution

during the returns process

Siebel Business Integration Applications for Order Management include the following:


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The importance, value, and scope of partner-

ships have increased dramatically in recent

years. Today, partners ( including resellers,

distributors, and brokers) play a key strategic

role in virtually every industry. Successful

partner relationship management (PRM)

solutions must provide partners with real-

time access to all information required to

coordinate business planning; exchange data;

and enable collaborative selling, servicing,

and marketing across the partner channel.

This integration is extremely challenging for

companies that have multiple partners, espe-

cially when each of them uses a different

CRM system to manage its business.


Partner Relationship Management enable the

integration of information required to sup-

port key product and order life cycle business

processes across partner networks. They allow

organizations to:

Streamline maintenance and distribution of

informationSiebel Business Integration

Applications for Partner Relationship

Management enable organizations to electron-

ically distribute consistent product informa-

tion and price lists, gain efficiencies through

the automatic delivery of this information,

and reduce printing costs. For partners, this

translates into timely access to brand owners

current product, pricing, and special offer

information; a reduction in quote and order

inaccuracy; the elimination of manual entry;

and lower overall costs.

14

Siebel Business Integration Applications for Partner

Relationship Management

Siebel Business Integration Applications for Partner Relationship Management enable organizations to work

collaboratively with partners to increase revenues, drive partner adoption, increase customer satisfaction,

and reduce partner management costs.

Figure 7: Seamless transfer of shopping carts enhances channel performance and improves

customer satisfaction.

PartnerSales Rep

(at Manufacturer)


Network

Price andAvailability

Engine

PartnerSales Rep

(at DistributorsWeb Site)

RequestPrice and

Availability

Third-Party

Pricing

Information

Transfer

Shopping Cart

Present Listof Partners

Select a

Partner

Request

Shopping Cart

Transfer

RequestPrice and

Availability

StartTransfer

Shopping Cart

Business to

Business?

No Enter Partner

Search Criteria

Receive

Shopping Cart

Transfer

Display Error

Message

Transfer

Successful?

NoEnd

Go to Partner

URL

YesYes


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Drive partner adoptionSiebel Business

Integration Applications for Partner

Relationship Management allow partners to

conduct business with brand owners through

portals as well as through the use of their

native CRM systems and IT infrastructures.

By allowing the partner to do business via

native systems, Siebel Business Integration

Applications for Partner Relationship

Management make business process collabo-

ration seamless, thereby driving the adoption

of an integrated PRM solution.

Enhance channel performanceSiebel

Business Integration Applications for Partner

Relationship Management enable buyers to

shop on a manufacturers Web site and then

transfer their shopping carts to distributors or

resellers for fulfillment. Channel partners can

place and check orders, returns, and cancella-

tions online, thus shortening sales and service

cycles and improving customer satisfaction,

loyalty, and retention.


Partner Management

Capabilities

Synchronize, update, create,

and query order information

across multiple enterprises

Check price and availability at

different distribution partners

Transfer shopping cart from

manufacturers site to dis-

tributors site


catalog and product informa-

tion in partners systems

Benefits

Provide faster time to market

through business-to-business

order, catalog, and product

integration

Increase channel and cus-

tomer visibility through real-

time access to customer

and partner data

Increase partner adoption,

collaboration, loyalty, andsatisfaction

Reduce costs through partner

process automation

Deploy unified best practices

across partners through

standards-based solutions

Siebel Business Integration Applications for Partner Relationship Management include the following:


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Todays organizations are under increasing

pressure to develop accurate forecasts; maintain

real-time visibility into the sales pipeline across

channels, territories and geographies; and facil-

itate collaborative selling. At the same time,

they must be able to identify which partners

are influencing opportunities so they can work

closely with these organizations to close deals.


Sales Management enable the integration

of information required to support key

sales processes, both within and beyond

the enterprise.

These applications enable organizations to:

Improve demand planningSiebel

Business Integration Applications for Sales

Management streamline the flow of fore-

casting data between front- and back-

office systems, resulting in improved

production planning and lower inventory

carrying costs.

Reduce channel conflictSiebel Business

Integration Applications for Sales Management

enable sales representatives to identify which

partners are influencing an opportunity,

enabling them to work collaboratively with

partners to move opportunities forward.

16


Sales Management

Siebel Business Integration Applications for Sales Management enable executives, sales managers, production

managers, and sales representatives to capture, adjust, and analyze forecasting and opportunity-related

information, leading to improved forecasting and more effective production planning.

SalesOperationsManager

Supply ChainManagement

CreateForecast

Forecast Data

Start EndSelect

ForecastForecastExists?

Overwrite

Forecast?Successful?

RetryExport?

No

No

No

No

Yes Yes YesInitiateForecastExport

ReviewForecast Exists

Message

OverwriteForecast

Review ExportConfirmation

Message

Cancel ExportRequest


Network

Figure 8: Real-time update of forecasting information improves the accuracy of demand planning.


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Improve joint pipeline managementSiebel

Business Integration Applications for Sales

Management enable organizations to manage

shared opportunity pipelines with their part-

ners. This capability not only leads to higher

revenue, but also allows brand owners to quan-

tify the value of each partner relationship.


Forecast Management

Opportunity Management

Capabilities

Export forecast data from a

front-office application to a

back-office system, demand

planning, supply chain man-

agement (SCM), enterprise

resource planning (ERP), or

third-party forecasting

Transfer new opportunity

information to and from a

front-office application to a

partner front-office system

Update opportunity informa-

tion residing in a partner

front-office system

Benefits

Enable executives, sales

managers, production man-

agers, and demand planners

to capture, adjust, and

analyze revenue forecasts

and product demand data

Enhance demand forecast

accuracy to lower production

costs and inventory-carrying

costs

Increase sales productivity by

allowing sales representatives

to spend less time forecasting

and more time pursuing deals

Provide partners with real-

time access to critical sales

information

Increase operational efficien-

cies, partner satisfaction and

loyalty, and partner-driven

revenue through improved

collaboration

Reduce channel conflict by

identifying which partners are

influencing an opportunity,

and working collaborativelywith them to move the oppor-

tunity forward

Siebel Business Integration Applications for Sales Management include the following:


20/34

In managing service requests, most organiza-

tions face a similar set of challenges. For

example, many companies suffer from poor

communication between front-end customer

service representatives and back-office admin-

istrators. In addition, companies often suffer

from inefficiencies in service request process-

ing, which can result in redundant workacross the organization.

Field service organizations face an additional

set of challenges. For example, they often lack

the ability to manage network outages in a

proactive manner. Moreover, field service

personnel are unable to view parts inventory

information while on the road because the

information is stored in inaccessible back-

office systems. As a result, they struggle to

determine whether the parts they need to

perform a repair are in stock.


Service Management enable the integration of

information that is required to support key

customer service and field service processes.

18

Siebel Business Integration Applications for Service

Management

Siebel Business Integration Applications for Service Management enable organizations to log, track, and resolve

customer service issues, leading to greater customer satisfaction and loyalty. They also enable field service

organizations to manage parts inventories across multiple systems, ensuring that field service personnel have

the parts and information that they need to deliver exceptional customer support.

AgencyReprsentative

Constituent


Network

NetworkManagementor Trouble

Ticket System

Sync ServiceRequest

SR Information

Start

End

ReportServiceIssue

ReceiveCommit

Time

IssuePreviouslyCaptured?

Entitled toService?

No No

Yes

Contract Closeto Expiration?

No

YesYes

CanService Request

Be ResolvedNow?

No

Yes

IdenitifyServiceIssue

CreateServiceRequest and verify

Entitlementsand Warranties

ReviewServiceRequest

Manage andMaintainService

Contracts

ResolveServiceRequest

AnalyzeService Usage

and RecommendRight Contract

CalculateCommit

Time

ProvideCommit TimeTo Customer

Sync ServiceRequest

Figure 9: Synchronization of service request information accelerates service resolution.


21/34

Specifically, they enable organizations to:

Enhance communication across

departmentsBy streamlining the flow of

data between front- and back-office systems,


Service Management enable organizations

to respond more quickly and effectively to

customer service requests.

Provide information to customers

proactivelySiebel Business Integration

Applications for Service Management provide

real-time information to customers when

network outages or system failures occur.

Improve service performance


Service Management synchronize inventory

data across multiple systems, ensuring that

field service technicians have the information

they need to deliver exceptional service while

on-site with a customer.

Enhance order fulfillment process


Service Management give sales representatives

visibility into warehouse operations, such as

order processing and delivery. This visibility

allows sales representatives to accurately track

orders and notify customers when an order

has been processed and shipped.


Service Request Management

Parts Inventory Management

Capabilities

Synchronize service requests

between the front- and back-

office systems

Synchronize inventory loca-

tion, inventory balance, and

inventory transactions

between back- and front-

office systems

Benefits

Provide real-time information

to customers when network

outages or system failures

occur

Streamline communication

between front- and back-

office systems

Enable field service techni-

cians to view part and prod-

uct availability at point of

service

Provide sales representatives

with parts and product inven-

tory information as well as

shipping status information

Siebel Business Integration Applications for Service Management include the following:


22/34

Employee relationship management (ERM)

solutions enable organizations to align

employees goals with corporate objectives,

manage employee performance, and build

workforce competencies to maximize employ-

ee productivity. To achieve maximum benefit

from an ERM solution, companies must

ensure that the employee information avail-able through the ERM system is consistent

with the employee data housed in human

resource management (HRM) and other

back-office systems.

Most businesses have a difficult time manag-

ing employee data across systems. Typically,

organizations lack both a master data source

and automated data synchronization capabili-

ties. As a result, they must rely on manual syn-

chronization, which leads to data errors and

high synchronization costs. Moreover, organi-

zations that rely on manual synchronizationoften have numerous data silos, which

impedes organizational effectiveness.

Companies also face challenges related to

managing expense reports. Sales representa-

tives, field service technicians, and profession-

al services personnel need to submit expense

reports while on the road. Yet most accounts

payable departments can only process expense

reports through the companys back-end

accounting system. As a result, employeestypically have to mail in their expense reports.

Accounts payable personnel then need to

reenter the reports into the back-end sys-

tema process that often leads to data

entry errors and delays in reimbursement.

By integrating employee information across

applications, Siebel Business Integration

Applications for Employee Relationship

Management allow organizations to address

these challenges. More specifically, these

applications enable organizations to:

Ensure data consistency across systems


Employee Relationship Management enable

20

Siebel Business Integration Applications for Employee

Relationship Management

Siebel Business Integration Applications for Employee Relationship Management allow organizations to

streamline the flow of employee-related information between front-office and back-office systems, improving

data consistency across the organization. They also enable employees to submit expense reports directly

to the back-office system, eliminating the need for dual data entry and minimizing data errors.

Manager

Employee

HRMS orSourceSystemAdministrator

HRMS orSourceSystem

SyncEmployee

EmployeeData

Start End

CorrectandUp-to-Date?

No

Yes

NeedsApproval?

No

Yes

A pp ro ve d? A pp ro ve d?

No

NoYes

Approved?

No

Yes

CorrectandUp-to-Date?

No

Yes

Complete NewHire Data

Entry

VerifyEmployee

Data

UpdatePersonal

Data

Complete NewHire Data

Entry

UpdateEmployee

Data

VerifyEmployee

Data

InputNewEmployee

Data

UpdateEmployee

Data

UpdateCompensation

UpdateCompensation

SetUp andConfigureSystem

Enter SourceSystem Table

Values

AdministerEmployee

DataSystem


Network

Figure 10: Automatic data synchronization ensures that employee information remains up-to-date in the ERM

system and back-office systems.


23/34

the synchronization of employee location

and other employee data between human

resources management systems and front-

end ERM applications, ensuring data consis-

tency between the front-office and back-

office systems.

Empower employees to update their data

Siebel Business Integration Applications forEmployee Relationship Management enable

employees to update their personal or job-

related information via a front-end ERM

application, with the confidence that the

information will be automatically synchro-

nized with the companys human resource

management system.

Improve employee satisfaction


Employee Relationship Management enable

employees to complete their expense reports

using an ERM application, and then imme-

diately submit the reports to the companysback-office accounting system. This auto-

mated process eliminates the need to mail

in paper expense reports, resulting in less

administrative work for employees

and faster reimbursement.

Increases operation efficiencySiebel

Business Integration Applications for

Employee Relationship Management mini-

mize the need for manual reentry of expense

report information, leading to a dramatic

reduction in data entry errors and greater

operational efficiency in the back office.


Employee Data Management

Expense Report Management

Capabilities

Synchronize employee loca-

tion and other employee data

between human resource

management (HRM) and

front-office ERM applications

Synchronize expense reports

between front office and

back-end accounting systems

Benefits

Ensure data consistency

between HRM and front-end

ERM applications

Reduce employee data errors

Increase employee

satisfaction

Reduce administrative work

and data errors

Increase employee

satisfaction

Siebel Business Integration Applications for Employee Relationship Management include the following:


24/34

Customer-facing employees across the auto-

motive industry have difficulty securing the

consistent, comprehensive views of customer

interactions that enable them to understand

customers lifetime value. This difficulty is

the result of legacy infrastructures that store

customer data in disconnected applications

including back-office systems, external data-bases, and dealer management systems.

Integrating these applications is complex

and often prohibitively expensive.


Automotive provide automotive industry

employees with the unified customer informa-

tion that they need to ensure enhanced sales

capability and superior service.

These applications enable organizations to:

Manage sales leadsSiebel Business

Integration Applications for Automotive

synchronize lead information between front-

office systems and dealer management systems,

enabling automotive companies to quickly and

efficiently distribute leads to dealers. When a

sale is closed, the Siebel Business IntegrationApplication imports the vehicle delivery record

and links the lead and the sale within the CRM

system, providing dealers with increased flexi-

bility to track leads and automotive companies

with increased visibility into lead status. This

creates a closed loop on the lead, ensuring con-

sistent follow-up, higher revenues, and greater

customer satisfaction.

22

Siebel Business Integration Applications for Automotive

Siebel Business Integration Applications for Automotive enable vehicle manufacturers, distributors, and retailers

to improve customer satisfaction, acquisition, and retention across all channels.

StartCustomer

CarCompany

Sales

DealerSales

Manager

CarCompany

Marketing

Dealer

Sales Rep

Dealer F&I

Manager

DealerManagement

System

CaptureLead

RequestVehicle

Inventory

ProvideVehicle

Inventory

Pass DealJacket toDesking

UpdateF&I Application

VehicleDelivery

Notification

Create VehicleDelivery Record

Evaluate

SuggestedOptions

Select and

Apply forFinancing

Offer

VehicleTrade In

Test Drive

and Select

Take Delivery

of Vehicle

Qualify/Enrich Lead

Assign Leadto Dealer

Assign Leadto Sales Rep

Follow Upon Lead

DemoDrive

PrepareDeal Jacket

DeliverVehicle

InitiateOwnerLoyalty

VerifyDeal andTrade In

FinanceDeal

Up-SellDeal

Add-Ons

CloseDeal

Inquire

about VehiclePurchase


Network

Figure 11: Synchronization of information enables auto manufacturers and dealers to manage leads collaboratively,

thereby increasing close rates and overall revenues.


25/34

Integrate service managementSiebel

Business Integration Applications forAutomotive synchronize service and repair

information between the dealer management

systems that record repairs and the sales appli-

cations managed by the manufacturer. This

provides automotive companies with a com-

plete view of all customer- and vehicle-related

activities, enabling them to develop promo-

tions to maximize customer lifetime value.

Siebel Business Integration Applications for Automotive include the following:


Automotive Dealer Sales Lead

Management

Automotive Dealer Service

Information Management

Automotive Asset Management

Automotive Contact

Management

Automotive Customer

Management

Capabilities

Synchronize and update deal

information from multiple

dealer management systems

Query vehicle delivery reports

from multiple dealer manage-

ment systems

Query vehicle repair order

information across multiple

dealer management systems

Synchronize asset information

between front-office and

back-office systems


archive contact information


Find contact information with

limited input data

Find contact information with-

out replicating data in the

source application


archive customer information


Find customers with limited

input data

Find customer information

without replicating the data in

the source application

Benefits

Enhance dealer collaboration

through real-time sharing of

information

Increase effectiveness of

sales, marketing, and lead

management programs by

ensuring consistent and accu-

rate deal and service informa-

tion

Enhance customer experience

through 360-degree view of

the customer across the

enterprise

Increase employee

productivity

Increase employee productivity

and control costs by having a

single view of asset informa-

tion across the organization

Enhance the customer experi-

ence by meeting customer

needs at the first point of

contact

Increase revenues through

cross-sell and up-sell oppor-

tunities by providing a unified

view of customers across the

enterprise

Increase employee productivity

by providing real-time access

to relevant information

Reduce expenses by eliminat-

ing the distribution of market-

ing materials to the wrong

addresses


26/34

Telecommunications service providers are

under intense pressure to increase revenues

and lower operational costs, while simultane-

ously providing superior customer service. To

achieve these objectives, providers must inte-

grate business processes across dozens or even

hundreds of applications, including business

support services (BSS), operations support

services (OSS), and billing systems.


Communications enable communications

service providers to differentiate themselves

by launching new services quickly and by

providing lower-cost, high-quality customer

service. They allow organizations to:

Fully integrate customer order

managementCommunications companies

suffer from high order fallout rates, resulting

in increased order processing costs, extended

service delivery cycles, low customer satisfac-

tion, and lost billing days. Often, order falloutmay be traced to the point of order capture,

where ill-equipped sales executives create

orders with incomplete or incorrect informa-

tion. Siebel Business Integration Applications

for Communications enable a fully-integrated

process that spans multiple OSS applications,

ensuring that each customer order is accu-

rately captured, validated, and monitored

for timely service delivery.

Synchronize customer information

Industry-wide, more than 50 percent of com-

munications companies inbound call center

traffic is generated by customers calling with

billing questions. This interaction is often

nonproductive for the customer and ineffi-

cient for the provider, as call center agents

struggle to navigate multiple billing systems

to address callers inquiries. Siebel Business

Integration Applications for Communications

synchronize all customer information-pro-

files, service subscription information, and

billing and payment dataacross all BSS,

OSS, and billing systems. The applications

also support the synchronization of contact

information with a customer information

file or a customer master, validating it and

eliminating any redundancies before systems

are updated.

24

Siebel Business Integration Processes for Communications

Siebel Business Integration Applications for Communications enable companies to synchronize and coordinate

sales, marketing, and customer service across all communication channels and points of customer, employee,

and partner contact.

Figure 12: Real-time activation of services in operational support systems streamlines the service process and

increases revenues for communications service providers.

Customer

Call Center/Sales

OrderManagement

Universal

ApplicationNetwork

OSS

CreditScoringVendor

Request

CreditScore

Prove Credit

Score

Request

AddressValidation

AddressVerification

Request

ServiceFeasibility

Determine

ServiceFeasibility

Request

DueDate

CalculateDue Date

ReserveService IDs

Start

ProcessOrder

CollectCustomer

Information

RequestNew

Service

Receive

Due Date

Schedule

Installation

Order

Accepted?

YesNo

Assess Credit Create Order Complete Sale Complete OrderValidate

Address

Send Service

IDs and DueDate


27/34


Communications Account

Balance Management

Communications Asset

Management

Communications Bill

Adjustment Management

Communications Contact

Management

Communications Credit Check

Management

Communications CustomerManagement

Communications Invoice

Management

Communications Order

Management

Communications Order

Processing for Services

Communications Payment

Management

Communications Price List

Management

Communications Process Billing

Management

Communications Process

Service Management

Communications Product

Management

Communications Status

Management for Orders

Capabilities

Query for account balance

information from a back-office

application

Synchronize asset information

from a back-office system to

a front-office system

Request invoice adjustment

to be created in a back-office

system

Update front-office system

with status of adjustment

request

Synchronize and update cus-

tomer account and contact

information between front-

and back-office applications

Request credit approval from

back-office application and

receive credit data in a front-

office application

Create, request, synchronize,and update customer account

and contact information

between front- and back-

office applications

Synchronize and query

invoice information from

back-office billing applications

Request duplicate invoices

Create and update orders,

manage order processing,

and support bi-directional

updates between front- and

back-office applications

Coordinate the order process

for an order that needs to be

submitted to both a billingsystem and a provisioning

system

Synchronize and update pay-

ments accepted through a

CRM application with a billing

application


prices and discounts between

front- and back-office applica-

tions

Coordinate the steps for sub-

mitting orders to a billing sys-

tem and updating the front-

office system

Coordinate the steps for sub-

mitting orders to a provision-

ing system and updating the

front-office system

Create and update simple and

complex products in a front-

office application based on

product definition in a back-

office application

Update the status of an order

in the front office as the order

progresses in the back office

Benefits

Enable a holistic view of

the customer

Minimize training and maxi-

mize efficiency through uni-

fied customer service dash-

boards

Ensure reliable and fast serv-

ice delivery through accurate

creation, validation, and rout-

ing of communications orders

across multiple systems

Reduce development time

and time to market


Improve employee

productivity

Siebel Business Integration Applications for Communications include the following:


28/34

The rapid restructuring of energy markets

and the impending increase in competition

requires updated business processes and an

application network infrastructure that allows

utility service providers to better manage their

customer interactions. Challenges include

maintaining operational and cost efficiency,

deploying new offerings rapidly, and providing

real-time interactive customer service aimed at

reducing customer churn. Often, the informa-

tion required to serve customers is decentral-

ized in myriad back-office applications such

as billing, work and outage management, geo-

graphical information systems, and field service.

Integrating this information onto a single agent

desktop is increasingly critical to achieving suc-

cessful sales and superior service. By deploying


Energy, companies can realize these goals and

maintain a competitive edge.

Siebel Business Integration Applications forEnergy enable organizations to:

Synchronize data across the enterprise


Energy synchronize customer dataincluding

billing preferences, payment profiles, and rele-

vant contact detailsacross the entire enter-

prise application network. They also support

contact information synchronization with a

customer information file or a customer mas-

ter, thereby eliminating redundancy and vali-

dating data before other systems are updated.

Streamline enrollment processing

By leveraging real-time back-office data, Siebel

Business Integration Applications for Energy

enable consistent, accurate,one-and-done

customer enrollment. The optimized Siebel

Business Integration Applications processes

enable the user to input accurate and validated

data during order capture to minimize costly

errors in the back office. Siebel Business

Integration Applications for Energy also

enable real-time updates across systems to

ensure that customer information remains

consistent across all applications. This opti-

mized enrollment process allows energy

service providers to leverage the information

generated by front- and back-office systemsto provide more effective follow-on sales,

targeted marketing campaigns, and improved

customer service.

Improve customer careSiebel Business

Integration Applications for Energy enable

26

Siebel Business Integration Applications for Energy

Siebel Business Integration Applications for Energy provide companies with a robust, integrated solution for

managing customer interaction business processes from sales management and order capture to customer

care. Siebel Business Integration Applications address the pain points of energy companies in managing back-

office and customer information system business processes through an integrated front-office solution that

reduces operating costs, improves process efficiency, and ensures retention of customers for revenue growth.

Figure 13: Real-time billing inquiry resolution streamlines customer care and improves employee productivity.

Customer

Call Center/Sales

Field Service


Network

Billing

Engine

Financial

Institution

Query BillHeader and

Detail

RequestInvoice Data

Start

End

Inquireabout Bill

ProvideInvoice Data

RequestUsage Data

ProvideUsage Data

ProvideUsage Data

PaymentDue?

Yes

No

MakePayment

SubmitPayment

SubmitPayment

ProcessPayment

ProcessPayment

RequestAccountBalanceUpdate

ReceivePayment

UpdateAccountBalance

UpgradeUsage Data

ProcessAdjustment

Request

ProcessAdjustment

Request

CreateAdjustment

Request

CheckConsistency of

Bill

CheckMeter/Usage

Data

FieldInvestigation

VerifyMeterRead


29/34

Siebel Business Integration Applications for Energy include the following:


Energy Account BalanceManagement

Energy Asset Management

Energy Bill AdjustmentManagement

Energy Contact Management

Energy Credit CheckManagement

Energy Customer Management

Energy Invoice Management

Energy Order Management

Energy Order Processing forServices

Energy Payment Management

Energy Price List Management

Energy Process BillingManagement

Energy Process ServiceManagement

Energy Product Management

Energy Status Management forOrders

Capabilities

Query account balance infor-mation from a back-officeapplication

Synchronize asset informationfrom a back-office system toa front-office system

Request invoice adjustmentto be created in a back-officesystem

Update front-office system

with status of adjustmentrequest

Synchronize and update cus-tomer account and contactinformation between front- andback-office applications

Request credit approval fromback-office application andreceive credit data in a front-office application

Create, request, synchronize,and update customer accountand contact informationbetween front- and back-office applications

Synchronize and queryinvoice information fromback-office billing applications

Request duplicate invoices Create and update orders,

manage order processing,and support bi-directionalupdates between front- andback-office applications

Coordinate the order processfor an order that needs to besubmitted to both a billingsystem and a provisioningsystem

Synchronize and update pay-ments accepted through aCRM application with abilling application

Synchronize and update pricesand discounts between front-and back-office applications

Coordinate the steps forsubmitting orders to a billingsystem and updating thefront-office system

Coordinate the steps for sub-mitting orders to a provision-ing system and updating thefront-office system

Create and update simple andcomplex products in a front-office application based onproduct definition in a back-office application

Update the status of an orderin the front office as the orderprogresses in the back office

Benefits

Enable a holistic view of thecustomer

Minimize training andmaximize efficiency throughunified customer servicedashboards

Ensure reliable and fast serv-ice delivery through accuratecreation, validation, and rout-ing of energy orders across

multiple systems Reduce development time

and time to market


Improve employeeproductivity

end-to-end customer care processing for mis-

sion-critical and widely used billing transac-

tions via the call center or through self-service

Web access. In real time, Siebel Business

Integration Applications enable two-tier bill

display and interaction with billing data that

resides in back-office applications, providingfor a quick and efficient processing of bill

inquiries, service investigations, field service

requests, and required adjustments. Siebel

Business Integration Applications also facili-

tate payment capture, integration with the

back-office billing applications, and updates.

With all of this data readily accessible, utility

customer service agents are empowered to

quickly and efficiently respond to customerservice requests, resulting in higher customer

loyalty and satisfaction.


30/34

Within the financial services industry, tradi-

tional banking and insurance business models

are disappearing and are being replaced by a

model that blends banking, brokerage, and

insurance services. To expand their service

offerings, increase underwriting income,

and capture greater market share, many

companies are merging with, or acquiring,

other institutions.


Financial Services enable organizations to

increase the number of products sold per

customer, deliver consistent service across

channels, and reduce costs from internal

processes. Specifically, they allow them to:

Optimize policy sales management


Financial Services support the end-to-end

business processes required to create auto and

life insurance quotes and applications. The

solution enables insurance providers to cap-

ture detailed customer information, develop

quotes, process applications, and provide rele-

vant information to policy issue functions.

The resulting optimized sales management

processes result in greater employee/agent

efficiency and an increased policy close rate.

Streamline account originationSiebel

Business Integration Applications for

Financial Services streamline the account

origination process for credit and deposit

products, enabling companies to request

credit scores and fraud checks, access the

appropriate back-office systems to process

applications, verify funds in external systems,

create accounts in core processing systems,

and order checks. With access to better cus-

tomer information and a streamlined account

origination process, financial institutions can

achieve sustainable competitive advantage

and maximize profitability.

28

Siebel Business Integration Processes for Financial Services

Siebel Business Integration Applications for Financial Services enable organizations to acquire a single,

consolidated view of their customer base and optimize sales, service, and marketing effectiveness and

efficiency across all distribution channels. This results in improved customer acquisition, customer

retention, channel effectiveness, and overall profitability.

Figure 14: The efficient execution of the account origination process across systems increases customer

satisfaction and improves employee productivity.

Customer

Call Center/

Sales

Business

Analyst

Universal

Application

Network

External

System

ExpressInterest

CommunicateClosing

Requirements

Start

Perform

Fulfillment

Define Follow-

UpActions

PerformConsultative

Selling

ReviewCustomer

Relationship

Complete andSubmit

Application

Provide

Documents/Signature, etc.

Define

CustomerSegmentation

Define

FulfillmentRequirements

Communicate

Status

Analyze Key

Metrics

Receive

Account Info/Literature

End

Check

Vendor

Application

ProcessingSystem

FINS RequestCreate Account

Core

ProcessingSystem

Core

ProcessingSystem

Verify FundsCredit

Products Only

Identify and

Authenticate

Customer

RequestFund

Verification

RequestCheckOrder

RequestCreate

Account

RequestApplication

Status


31/34


Financial Services Contact

Management

Financial Services Auto Policy

Sales Management

Financial Services Life Policy

Sales Management

Financial Services Claims

Management

Financial Services ServiceManagement

Financial Services Account

Origination Management

Capabilities

Search for contacts in

external customer

information file systems

Import contacts into front-

office applications

Synchronize customer changes

across external systems Request and receive rates

from auto policy rating

engines

Create new auto policy mas-

ter records in policy systems

Request and receive rates

from life policy rating engines

Create new life policy master

records in policy systems

Post first notice of loss in the

claims administration system

Create payments for settled

claims

Retrieve financial accountdata for deposit and broker-

age accounts

Perform credit checks and

fraud checks

Submit applications for pro-

cessing and retrieve status

updates

Perform fulfillment activities

such as verifying funds,

ordering checks, and creating

accounts in external systems

Benefits

Unify customer data across

all enterprise applications


tivity through access to the

latest customer information

Provide seamless transition

from quote to policyapplication

Centralize data validation

Shorten new policy

processing time

Integrate claim, policy, claims

payments, and customer data

at the service touchpoint

Enable claim staff to deliver

superior service

Integrate customer data with

the latest account data

Provide complete customer

view for improved service

Shorten financial productapplication time

Increase employee

productivity

Reduce customer drop-off

rate

Siebel Business Integration Applications for Financial Services include the following:

Optimize claims management


Financial Services enable claims professionals

to more efficiently create the first notice of

loss record to trigger the claims management

process and to initiate claim payment transac-

tions. This ensures a customer-centric view

of a key service event in a policyholders rela-

tionship with the insurer. Improved integra-

tion with external claims and payment sys-

tems results in reduced turnaround times

and improved settlement quality.


32/34

Siebel Business Integration Applications form

the core of UAN. They allow companies to

make use of the best practices for business

integration built within UAN, thereby reduc-

ing the cost, time, and risk of business integra-

tion. Siebel Systems provides Siebel Business

Integration Applications for a number of

cross-industry and industry-specific processes,including customer life cycle management,

product and catalog management, order man-

agement, automotive asset management, com-

munications account balance management,

energy invoice management, and many more.

These integration applications are offered

directly to customers, enabling them to rapidly

and cost-effectively address their enterprise-

wide business process integration challenges.

In combination, Siebel Business Integration

Applications and UAN enable organizations

to overcome the limitations of traditional

integration approaches, enabling organiza-

tions to rapidly and easily deploy end-to-end

business processesfor example, Quote to

Cash and Service Provisioningthat must

operate across multiple applications.

In addition, UAN and Siebel Business

Integration Applications provide organizations

with the flexibility to modify their business

processes in response to rapidly changing

market, competitive, and customer dynamics.

With UAN and Siebel Business Integration

Applications, organizations are not locked into

the proprietary and inflexible architecture of a

single vendor. Rather, they have the freedom to

choose best-in-class applications and technolo-

gy and can easily remove or replace applications

as necessary. Through UAN and Siebel BusinessIntegration Applications, organizations can

finally realize the strategic benefits of cross-

application integration at dramatically reduced

cost, complexity, and time to development.

For additional information on UAN and Siebel

Business Integration Applications, please visit

the UAN microsite on Siebel.com at

http://www.siebel.com/uan.

30

Summary

Universal Application Network represents an innovative new paradigm for application integration. It is the first

standards-based integration architecture that enables organizations to deploy end-to-end, industry-specific

business integration applications across and beyond the enterprise.


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Proven Customer Success

Siebel Systems was founded in 1993 to address the growing

need of organizations of all sizes to acquire, retain, and bet-

ter serve their customers. Today, Siebel Systems is a

leading provider of eBusiness applications software, with

offices located in more than 28 countries. Its market-lead-

ing, integrated suite of Siebel eBusiness Applications

enables organizations to deploy sales, marketing, and cus-

tomer service systems across all channelsincluding the

Web, call centers, field, resellers, and dealer networksat

the lowest total cost of ownership.

With more than 3,500 customer deployments worldwide

across a broad range of industries, Siebel Systems

has developed deep domain expertise in CRM and indus-

try-specific best practices, which are embedded throughout

the entire suite of Siebel eBusiness Applications. The result

is proven customer success. According to an independent

audit, Siebel customers have realized significant benefits

from their deployment of Siebel eBusiness Applications: On

average, they reported increases of 8 percent in revenue,

13 percent in customer retention, and 18 percent in cus-

tomer satisfaction and employee productivity, and a 13 per-

cent decrease in operating costswith a return on invest-

ment in 12 months.

Source: Satmetrix Systems, survey of customers, February 2003.

Revenue

Growth

Customer

Retention

Increase

Customer

Satisfaction

Increase

Employee

Productivity

Gains

Operating

Cost

Decrease

Return on Siebel investment: 12 months

8%

13%

18% 18%

13%


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www.siebel.com

World Headquarters

Siebel Systems, Inc.

2207 Bridgepointe Parkway

San Mateo, CA 94404

United States

Tel: +1-800-647-4300

Tel: +1-650-295-5000

Fax: +1-650-295-5 1 1 1

Europe

Siebel Systems UK Limited

Siebel Centre

The Glanty

Egham, Surrey TW20 9DW

United Kingdom

Asia Pacific

Siebel Systems Australia

Level 1, 80 Pacific Highway

North Sydney, NSW 2060

Australia

Tel: +61-2-9012-3100

Fax: +61-2-9012-3333

Japan

Siebel Systems Japan K.K.

Ebisu Prime Square

1-1-39 Hiroo, Shibuya-Ku

Tokyo 150-0012

Japan

Latin America

Siebel Systems Brasil Ltda

Av. Naes Unidas, 12.901

20 andar - Torre Norte

04578-903 - So Paulo - SP

Brazil

Tel: +55-11-3444-0450

Fax: +55-11-3444-0666