Siebel Systems, Inc., a provider of customer-facing solutions, announced more than 100 million end users worldwide are utilizing its Siebel Self-Service applications. The end users are customers of some of the world's leading communications, energy, financial services, healthcare and manufacturing organizations. Siebel Self-Service and eBilling solutions have enabled more than 80 organizations, including BT, Sempra Energy, U.S. Department of Education, Verizon Wireless and many others to provide online customer self-service, which enables their customers to view and pay bills, make changes to their accounts, and order new products and services online.
Siebel Self-Service has proven successful across the globe in over 20 countries and nine languages, with client organizations achieving superior customer service through self-service as a strategic differentiator. Siebel Systems is the only software vendor to achieve this level of success. Siebel Self-Service complements Siebel CRM, allowing organizations to consistently and effectively manage client relationships across all channels.
Paul Hughes, Director of Billing and Payment Application Strategies at Yankee Group, works with leading telecommunications carriers around the globe. "We now see many leading companies that work with Siebel with over 10 million online self-service customers, resulting in better customer loyalty and improved profitability," said Hughes. Customers prefer the convenience of 24x7 service, and carriers reduce the cost of providing live agent-handled calls and mailed paper bills. Hughes predicts that 50 percent of U.S. wireless subscribers will be online self-service users by 2008.
The rapid expansion of broadband Internet access and the increasing sophistication of Web usage have made online the preferred channel for many companies. Siebel Self-Service customers are leveraging the solution to improve customer satisfaction and loyalty while reducing the cost of servicing their customers. Companies offering online self-service to their customers are reporting increased loyalty from their online customers and a customer attrition rate that is 80 percent less than that of their offline counterparts.
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