Siebel rounds out online offering

It's adding customer support to Siebel CRM OnDemand -- Upshot Edition

By Marc L. Songini

November 26, 2003 12:00 PM ET

Computerworld - Looking to increase the appeal of its hosted applications offering and to fend off smaller rivals nipping at its heels, customer relationship management software giant Siebel Systems Inc. is extending the capabilities of its hosted offering to include customer support.
The San Mateo, Calif.-based company yesterday announced that its recently established online Siebel CRM OnDemand -- UpShot Edition will get a customer-support module that can deliver functions to a user's desktop that enable comprehensive case management.
In a statement, Siebel said that the software now includes customer and interaction support for sales and marketing operations. Companies will also be able craft workflows and automate customer-request responses, problem resolution and postsales care processes. In addition, the module will allow users to measure customer satisfaction and do cross- and upselling, Siebel said.
Keith Raffel, vice president of Siebel CRM OnDemand, said that "the release of the new support module helps companies focus on their best prospects -- their current customers."
"It enables us to respond even more efficiently [to customers], as well as track satisfaction rates, ensuring that we meet and exceed our clients' expectations," Pat Cua, executive vice president for business development at CorSolutions Medical Inc., said in a statement. The Buffalo Grove, Ill.-based company offers health management services.
Among the features of the new module are e-mail tracking and management, the ability to create customer satisfaction management indexes, and the ability to let customers check on the status of their own cases.
The new customer-support features are available now in the current version of Siebel CRM OnDemand -- UpShot Edition.

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