Siebel Adds Customer Support Module to CRM OnDemand Suite

Kevin Newcomb

Updated · Nov 26, 2003

Enterprise software provider Siebel Systems Inc. on Tuesday announced a customer support module to Siebel CRM OnDemand–UpShot Edition.

Additional features for tracking service and support interactions provide users with a comprehensive view of the customer, beginning with marketing and sales interactions and continuing through the service and support cycle.

“This announcement demonstrates our ongoing commitment to support our customers and deliver a product that is adaptable to customer needs,” said Keith Raffel, Vice President, Siebel CRM OnDemand. “More importantly, the release of the new support module helps companies focus on their best prospects — their current customers. The ability to satisfy current customers translates directly into increased opportunities to up-sell and cross-sell.”

In addition to established sales technology, Siebel CRM OnDemand–UpShot Edition now offers functionality to support customer requests, issue resolution, and other post-sales activities. Available at no additional cost, the product enhancements enable companies to manage all aspects of the customer life cycle. With insight into post-sale customer service interactions and access to comprehensive case management capabilities, users will be able to measure customer satisfaction and identify opportunities for additional revenue.

With the addition of the support module, Siebel CRM OnDemand–UpShot Edition improves productivity by adapting to the way larger companies operate, as the module integrates with desktop applications. The module also provides Comprehensive Case Management, Flexible Workflow and Access Control, Email Management, Customer Satisfaction Management, Streamlined Customer Interaction Tools and Resolution Management, Reporting, and Analytics

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