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Siemens Dematic Deploys Siebel eBusiness Applications
Siebel Systems, Inc. announced that Siemens Dematic is increasing sales and marketing effectiveness and improving the quality of customer service using Siebel eBusiness Applications.
"Siebel eBusiness Applications are the foundation of our customer-focused business," says Bernd Schultz, Manager, Global Competency Center, Siemens Dematic, the leading German supplier of automated logistics and production systems. "By streamlining the capture and analysis of sales and service data, Siemens Dematic is improving sales effectiveness and ensuring that each and every customer receives efficient, satisfying service.
"Siebel eBusiness Applications are the foundation of our customer-focused business," says Bernd Schultz, Manager, Global Competency Center, Siemens Dematic, the leading German supplier of automated logistics and production systems. "By streamlining the capture and analysis of sales and service data, Siemens Dematic is improving sales effectiveness and ensuring that each and every customer receives efficient, satisfying service.
Through seamless SAP back-office integration, we are optimizing business processes between departments, streamlining and enhancing account management, improving technical problem analysis and resolution, and providing proactive and preventive service to our customers."
By deploying Siebel Sales, Siebel Call Center, Siebel Service, and Siebel Marketing to over 650 users, the company has created a single, multichannel customer information system that comprises end-to-end business process integration.
The customer relationship management (CRM) solution enhances sales effectiveness by providing sales teams with detailed, real-time information about global sales pipelines.
The integration of Siebel Marketing enables Siemens Dematic's marketing teams to segment audiences and develop campaigns that are aimed at maximizing customer awareness, interest, and action.
The teams implement advertising campaigns, send invitations to trade shows, and promote and up-sell relevant products.
Upon completion of each campaign, Siebel Marketing is used for comprehensive campaign analysis that leads to targeted revenue generation.
Siemens Dematic also has a complete view of each of its customer's products, how they are being used, and the status of outstanding service inquiries so that it can effectively serve its customer base.
For example, when one of Siemens Dematic's customers has a service inquiry, the customer can either call a dedicated hotline number or contact the assigned field service dispatcher directly.
Through the call center hotline, a comprehensive view of the customer environment enables agents to quickly and efficiently capture and resolve the service inquiry.
Technicians also use the CRM application to prepare for site visits and to produce detailed resolution reports and service invoices.
Following proven industry best practices ensures that all product errors are automatically routed to the development department, which in turn examines them to enhance product quality.
"Like most of our industrial manufacturing customers, Siemens Dematic is implementing a customer-centric service strategy to maximize customer lifetime value and profitability through proactive service management," says Curt Lockton, General Manager, High Technology and Manufacturing, Siebel Systems. Across many manufacturing sectors, including industrial automation products, revenue from after-market services can generate from 5 to 20 times the initial product sales as well as disproportionately large profit margins.
According to Marc McCluskey, in an AMR Research Report for August 2002, "Leading companies are changing their attitude about services, moving away from the break/fix and spare parts mentality and becoming value-added service providers responsible for improving customer profitability and creating loyalty. Tactical automation can cut costs by 5 to 15 percent within specific operations; strategic automation can improve margins by 25 percent and gain 60 percent in share."
By deploying Siebel Sales, Siebel Call Center, Siebel Service, and Siebel Marketing to over 650 users, the company has created a single, multichannel customer information system that comprises end-to-end business process integration.
The customer relationship management (CRM) solution enhances sales effectiveness by providing sales teams with detailed, real-time information about global sales pipelines.
The integration of Siebel Marketing enables Siemens Dematic's marketing teams to segment audiences and develop campaigns that are aimed at maximizing customer awareness, interest, and action.
The teams implement advertising campaigns, send invitations to trade shows, and promote and up-sell relevant products.
Upon completion of each campaign, Siebel Marketing is used for comprehensive campaign analysis that leads to targeted revenue generation.
Siemens Dematic also has a complete view of each of its customer's products, how they are being used, and the status of outstanding service inquiries so that it can effectively serve its customer base.
For example, when one of Siemens Dematic's customers has a service inquiry, the customer can either call a dedicated hotline number or contact the assigned field service dispatcher directly.
Through the call center hotline, a comprehensive view of the customer environment enables agents to quickly and efficiently capture and resolve the service inquiry.
Technicians also use the CRM application to prepare for site visits and to produce detailed resolution reports and service invoices.
Following proven industry best practices ensures that all product errors are automatically routed to the development department, which in turn examines them to enhance product quality.
"Like most of our industrial manufacturing customers, Siemens Dematic is implementing a customer-centric service strategy to maximize customer lifetime value and profitability through proactive service management," says Curt Lockton, General Manager, High Technology and Manufacturing, Siebel Systems. Across many manufacturing sectors, including industrial automation products, revenue from after-market services can generate from 5 to 20 times the initial product sales as well as disproportionately large profit margins.
According to Marc McCluskey, in an AMR Research Report for August 2002, "Leading companies are changing their attitude about services, moving away from the break/fix and spare parts mentality and becoming value-added service providers responsible for improving customer profitability and creating loyalty. Tactical automation can cut costs by 5 to 15 percent within specific operations; strategic automation can improve margins by 25 percent and gain 60 percent in share."
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