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Through working in partnership with its clients, Eurocash has developed the Complete VAT Solution, offering a full range of consultancy, training, and recovery services. Eurocash is the only company in the VAT recovery industry that provides full global recovery services along with centrally managed accounts. This is essential to its wide range of clients, all of whom conduct complex cross-border transactions.

After reviewing several CRM solutions, Eurocash selected Siebel CRM OnDemand. "We chose Siebel CRM OnDemand because it met our needs for rapid deployment and offered scalability to grow with our business over time," said Nicholas Hallam, Head of Business Development at Eurocash. "We also really liked the look and feel of Siebel CRM OnDemand—it is simple, intuitive, and easy to use, which has facilitated rapid user adoption. The crucial element, though, was Siebel's employees. They made great efforts to understand our business needs and discover how CRM would best benefit our company. Since so much depends on the implementation, a positive relationship with the vendor is critical."

European legislative change has been continuous over the past few years, but since the beginning of 2004 the pace has accelerated as a result of the accession to the European Union (EU) of more member countries and the introduction of the EU's Invoicing Directive. Eurocash believed it could exploit its customers' knowledge and help them adhere more effectively to the complex rules and regulations that are frequently interpreted differently in each country.

Through its VAT recovery service, the company already had a clear idea of its customers' VAT position and all the information it needed to provide advice on compliance. However, in developing its Complete VAT Solution, Eurocash recognized that a CRM system would be critical to ensuring the proactive sharing of information between its salespeople, account managers, and specialist VAT consultants.

"As well as enabling us to provide compliance consultancy, we have seen huge benefits in monitoring the sales process," added Hallam. "The accuracy of information we now have has helped everyone in the company, not just the sales team. From a management perspective, Siebel CRM OnDemand provides key insights into how our sales team is performing, enabling us to better reward, better train, and better manage the team to drive positive business results for the company."

Siebel CRM OnDemand is a critical enabler of its new Customer Adaptive Solutions Applications Strategy and Architecture. Companies embracing Siebel Customer Adaptive Solutions will be able to more effectively and quickly anticipate customer needs, realign their customer-facing business processes for systemic and consistent improvement, and direct the right actions across their businesses to maximize customer satisfaction and profitability.