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To further the company's mission to reduce the human and economic losses of injury and disability to examinees and clients, MCN manages consultants in multiple medical specialties nationwide, providing thousands of customized evaluations to customers every week.

Faced with increasing demand for its services, the company needed to streamline its processes in order to scale upward, share customer information, and to monitor performance and compliance by staff in multiple locations.

A critical component of MCN's strategy was to move its services online. Using Siebel eBusiness Applications, the company created MCN.com, which gives customers the ability to order and track services online as well as through the company's call center.

Customers can review past orders and retrieve documents securely via the Internet, enabling them to control and monitor the costs associated with their claims. Siebel eBusiness Applications provide MCN with a comprehensive view of each customer claim and interaction, allowing the company to immediately spot sales and service issues and respond quickly.

Prior to implementing Siebel eBusiness Applications, MCN used disparate systems to track customer data and did not have a central source of information that could be leveraged across multiple channels and locations. Branch offices operated independently and the company relied on individuals to track information throughout the processing life cycle, creating silos of information and an inability to retain customer data if employees left MCN.
By deploying Siebel eBusiness Applications, MCN is now able to facilitate the collection, analysis, and sharing of customer information between service teams and consultants across the United States and create best practices throughout the company.

The Siebel solution allows MCN to improve productivity and response times as well as lower administrative costs, all of which translate into an enhanced customer experience.

"We evaluated several solutions, looking for a leading vendor with the best technology and long-term viability. With Siebel Systems, we are pairing with a proven partner and can realize an unprecedented advantage in serving our customers," said Paul Mayer, COO of MCN. "By facilitating our online services, Siebel Systems will enable MCN to grow along with the demand for our services and continue to provide first-rate customer service."

MCN chose Siebel Systems for its business leadership and proven results helping both global enterprises and small and medium-size companies deliver world-class customer satisfaction and gains in business performance, as well as for the company's scalable, market-leading technology.