Universal Application Network and Siebel Business Integration Applications:

Delivering Faster, Better, More Agile Business Performance

Product Brief

The Worlds Leading Provider of eBusiness Applications Software

Table of Contents
Universal Application Network and Siebel Business Integration Applications:
Delivering Faster, Better, More Agile Business Performance

Universal Application Network

Siebel Business Integration Applications: Prepackaged Software from Siebel Systems Built on the UAN Architecture

Cross-Industry Siebel Business Integration Applications

Siebel Business Integration Applications for Customer Lifecycle Management

Siebel Business Integration Applications for Product and Catalog Management

10

Siebel Business Integration Applications for Order Management

12

Siebel Business Integration Applications for Partner Relationship Management

14

Product Brief
Siebel Business Integration Applications for Sales Management 16

Siebel Business Integration Applications for Service Management

18

Siebel Business Integration Applications for Employee Relationship Management

20

Industry-Specific Siebel Business Integration Applications

Siebel Business Integration Applications for Automotive

22

Siebel Business Integration Applications for Communications

24

Siebel Business Integration Applications for Energy

26

Siebel Business Integration Applications for Financial Services

28

Summary

30

Universal Application Network

Universal Application Network (UAN) is a standards-based architecture for business integration developed by Siebel Systems in collaboration with the worlds leading technology companies. Siebel Systems provides packaged softwareSiebel Business Integration Applicationsthat integrate business applications and run on industry-leading integration servers, eliminating the cost and complexity associated with traditional integration methods. With UAN and Siebel Business Integration Applications, companies can leverage their existing IT investments, deploy best-in-class applications, and optimize their cross-application business processes, resulting in greater organizational agility and a lower total cost of technology ownership.

Integration Is the Number One IT Challenge

Over the past few decades, enterprises have invested heavily in software applications to increase business process efficiency and effectiveness. These investments yield maximum value only when the applications are integrated with one another, allowing organizations to seamlessly execute end-to-end business processes. Even a basic process such as updating a customers address across all information systems, departments, and lines of business typically requires the interoperation of dozens or more applications.

As many companies run tens, hundreds, or even thousands of disparate applications some built internally and others acquired over the years from multiple vendorsapplication integration has become a tremendous challenge. In fact, in a recent Morgan Stanley CIO survey, 51 percent of chief information officers mentioned integrating systems and processes as their most strategic IT priority. The integration imperative becomes even more pressing as supply and demand chains become more interdependent, and organizations must be able to integrate the extended enterprise to ensure the viability of their partner networks.

Top Strategic (IT-Driven) Priorities

Application Integration

51% 45% 37% 33% 32% 32% 32% 31% 29% 28% 10% 20% 30% 40% 50% 60%

Security Software

Storage Hardware

Windows 2000/XP Upgrade-Desktop

Network Equipment

Storage Software

Business Intelligence Tools

Wireless Initiatives

ERP Software/ERP Upgrade

Customer Service Applications

0%
Source: Morgan Stanley CIO Survey, April 2003

Figure 1: Integration is the leading IT priority for todays CIOs.

Consider an insurance company that wants to automate its end-to-end business process for creating a new policy. This process includes multiple stepscapturing detailed customer information, evaluating risk, developing the quote, processing the application, underwriting the policy, and issuing the policyand it spans multiple applications. For most organizations, efficiently integrating such applications remains a significant challenge.
Traditional Approaches Are Complex, Risky, and Expensive

To meet integration challenges similar to the aforementioned insurance example, companies have relied on the traditional approach of custom-built, point-to-point integrations, an approach that is complex, risky, and expensive.

ComplexThese custom-built, one off solutions are neither reusable nor easy to extend, upgrade, or modify. As the number of applications in an IT environment increases, building and maintaining connections becomes enormously complex and time-consuming. RiskyPoint-to-point solutions are typically proprietary rather than based on open industry standards, resulting in a highly inflexible infrastructure that limits future options. ExpensiveCreating one-to-one integrations is labor-intensive, saddling the organization with heavy development, deployment, maintenance, and administration costs. In many organizations, integration consumes up to one-third of the IT budget.

Customer

Request Car Insurance

Accept Quote

Receive Policy

Call Center

Evaluate Risk

Continue?

Create Quote

Create Application

Send Policy

Legacy Underwriting

Underwrite Policy

Credit Bureau

Provide Credit Score

Legacy Rating

Provide Rate

Legacy Policy Administration System

Create Master Record

Figure 2: Business processes that span the enterprise, such as creating a new policy, require the integration of multiple applications. In the example abovea high-level representation of an insurance companys new policy processfive separate applications are integrated.

Universal Application Network: A Standards-Based Architecture for Business Integration

Siebel Systems has joined forces with other leading technology companies to create a standards-based architecture for business integration that overcomes the limitations of pointto-point and integration server approaches. Universal Application Network is a service-oriented architecture that enables organizations to solve the business integration problem within and beyond the enterprise. With UAN, business processes are defined independent of the underlying applications, simplifying the process of integrating applications from multiple vendors. UAN also defines a common object model, thereby eliminating the need for pointto-point data transformations. Finally, UAN provides implementation guidelines that ensure that UAN-compliant integration solutions are consistent, manageable, and upgradable. Software vendors, such as Siebel Systems, Fair Isaac, FirstLogic, Group 1 Software, Jacada, Portal Software, SupportSoft, and Trillium Software provide UAN-compliant integration

solutions. Leading systems integrators including Accenture, BearingPoint, Cap Gemini Ernst & Young, Deloitte Consulting, and IBM Global Servicesprovide services to deliver UAN-compliant solutions. Integration server vendors such as BEA, IBM, Microsoft, SeeBeyond, TIBCO, Vitria, and webMethods have enhanced their integration platforms to support business integration applications built on the UAN architecture.

Siebel Business Integration Applications: Prepackaged Software from Siebel Systems Built on the UAN Architecture
Siebel Systems provides packaged softwareSiebel Business Integration Applicationsthat are built on the UAN architecture and run on industry-leading integration servers. These applications span horizontal and vertical functional areas and embed industry best practices.

Siebel Systems is the leading provider of UANcompliant packaged software for business integration, thereby eliminating the need for custom development. As a result, Siebel Business Integration Applications dramatically reduce the cost, time, and risk of business integration. Siebel Business Integration Applications enable organizations to rapidly and easily deploy endto-end business processesfor example, Quote to Cash and Service Provisioningto achieve faster, better, and more agile business performance, resulting in a better customer experience, increased revenue, and lower operating costs.

Siebel Systems domain expertise uniquely positions the company to provide superior customer-facing integration applications. Siebel Business Integration Applications leverage Siebel Systems ten years of success in developing packaged customer relationship management (CRM) applications, data models, and integration solutions. In addition, through its extensive partnership program, Siebel Systems is able to leverage the deployment expertise of leading systems integrators, ensuring that Siebel Business Integration Applications reflect the best practices of every industry in which they are deployed.
Siebel Business Integration Application Components

Siebel Business Integration Applications include three main components: Siebel Business Integration Processes, Siebel Business Integration Common Objects, and Siebel Business Integration Transformations. Siebel Business Integration Processes Define and orchestrate a series of discrete steps to complete an integration task such as synchronizing an account across multiple applications or submitting an order from the front office to the back office for fulfillment. Because Siebel Business Integration Processes are entirely based on XML and Web Services, they can be easily configured, modified, and extended. Examples of integration processes include Sync Account, Create Order, Update Order, Sync Payment, and Request Duplicate Invoice.

 Siebel Business Integration Common ObjectsProvide a framework for defining business data in an application-neutral format. Since each application has a different data model, the use of common objects eliminates the need to map the data models of different applications directly to one another. Instead, each data model is mapped to common objects. Siebel Business Integration Applications include an extensive set of com-

mon objects needed for the integration processes. Examples of common objects are Account, Activity, Contact, Employee, Invoice, Opportunity, Order, Product, Quote, and Service Request. The common objects provided represent the domain knowledge and experience accumulated by various standards bodies and by Siebel Systems and its partners through thousands of enterprise application deployments across a number of industries.

Figure 3: The chart above illustrates the Universal Application Network architecture and Siebel Business Integration Applications.

 Siebel Business Integration TransformationsReconcile the differences between the data models of the different business applications. Every application has a different data model and a different format of the same data object, and any communication between applications necessitates conversion from one format to another. In a simple example, one application may use three-letter country codesUSA for the United Statesand another application may use two-letter codesUS. A data transformation will convert USA into US and vice versa.

Organizations can use Siebel Business Integration Applications directly out of the box or easily modify them. They can also leverage the applications to easily and rapidly create their own standards-based integrations, thereby avoiding the cost and complexity typically associated with integration design and development. Siebel Systems provides a rich library of business integration applications for numerous horizontal and vertical functional areas. Horizontal areas include customer life cycle management, product and catalog management, order management, partner relationship management, sales management, service management, and employee relationship management. Vertical areas include high technology and manufacturing, communications, financial services, automotive, energy, life sciences, and consumer goods.

UAN and Siebel Business Integration Applications Reduce Cost, Complexity, Risk, and Time to Deployment

With UAN and Siebel Business Integration Applications, organizations no longer need to develop separate integration solutions for each application-to-application linkage. Instead, all applications in a multisystem environment can easily be linked through a common integration architecture. Because UAN and Siebel Business Integration Applications are based upon open industry standards such as Extensible Markup Language (XML) and Web Services, organizations are free to build vendor-independent, highly flexible application networks comprising any combination of applications. Applications can be added or removed from the network easily, with minimal additional development costs. UAN and Siebel Business Integration Applications address the application integration challenge with an out-of-the-box solution that is easy to deploy, low-risk, and extremely cost-effective. Rapid time to marketAccording to an Accenture estimate, a $1 billion company that used UAN and Siebel Business Integration Applications rather than custom interfaces for integrating three major systems could reduce its time to market by 30 percent. Low riskBecause they are based on standards like XML and Web Services, and supported by major integration server vendors, UAN and Siebel Business Integration Applications minimize deployment risk.

Low total cost of ownership (TCO)UAN and Siebel Business Integration Applications are flexible, easily extendible, and easy to maintain, significantly reducing organizations total cost of ownership. According to Accenture, the $1 billion company mentioned above could realize a 30 to 60 percent savings on integration implementation costs alone by implementing UAN and Siebel Business Integration Applications.

Siebel Business Integration Applications for Customer Life Cycle Management

Siebel Business Integration Applications for Customer Life Cycle Management enable companies to synchronize customer information with third-party applications to maximize cross-selling opportunities, increase customer satisfaction, and optimize the customer experience.

Companies are under increasing pressure to provide a unified front to prospects and customers who demand a consistent, personalized experience across all channels. Providing this advanced level of service is challenging for most organizations, as customer data is frequently housed in disparate applications that span different customer channels, geographic regions, product lines, and business units. In many companies, customer information is stored in hundreds of applications, making it extremely difficult for the organization to achieve a unified view of its customers or to provide the seamless interaction that they demand. Siebel Business Integration Applications for Customer Life Cycle Management enable companies to synchronize customer informa-

tion throughout the entire customer life cycle, enabling them to more effectively acquire, develop, and retain customers. Specifically, they enable organizations to: Ensure data consistencySiebel Business Integration Applications for Customer Life Cycle Management ensure the consistency of data across packaged, custom, and legacy applications. By allowing multiple applications to share information updates as soon as they are made, Siebel Business Integration Applications enable companies to reduce the expense and foregone revenue associated with inconsistent or inaccurate customer contact information. For example, they ensure that companies do not deliver marketing materials to old or incorrect addresses.

Customer

Confirm Customer Information

No Correct?

Repeat Process

Yes

Start

Collect Match Parameters

Validate Result with Customer

Match Exists?

Yes Locally?

Yes

Query Account Locally?

Field Service Representative No End Import Account Information No End

Universal Application Network

Match Account

Request Account

Universal Customer Master

Master Customer Information

Master Customer Information

Figure 4: Real-time account management ensures data consistency and accuracy across the enterprise.

 Unify customer profileSiebel Business Integration Applications for Customer Life Cycle Management also provide prebuilt integration flows among source, master data, and target applications, ensuring that one consistent enterprise profile exists for each customer. Siebel Business Integration Applications utilize out-of-the-box crossreferencing functionality to facilitate an enterprise customer view across disparate applications, enabling the organization to improve the customer experience, heighten employee productivity, and maximize customer value. Access customer information in real time Siebel Business Integration Applications for Customer Life Cycle Management enable

real-time visibility into information that is dispersed across the enterprise. With Siebel Business Integration Applications, customer service agents no longer have to navigate multiple applications to access critical information. As a result, they are able to consistently and effectively serve the customer via any channel, improving their productivity and enhancing the customer experience at each point of contact.

Siebel Business Integration Applications for Customer Life Cycle Management include the following:

Integration Applications
Contact Management

Capabilities
Synchronize, update, and archive contact information across multiple applications Find contacts with limited input data Query for contacts without replicating the data in the source application

Benefits
Enhance the customer experience by meeting customer needs at the first point of contact Increase revenues through cross-sell and up-sell opportunities made possible by a unified view of customers across the enterprise Increase employee productivity by extending real-time access to relevant information Reduce expenses incurred from sending marketing materials to the wrong addresses

Customer Management

Create, update, and delete customer groups across multiple applications

Siebel Business Integration Applications for Product and Catalog Management

Siebel Business Integration Applications for Product and Catalog Management enable companies to improve their sales effectiveness by ensuring that all those involved in serving the customerincluding telesales agents, sales representatives, and channel partnershave access to the latest product and pricing information needed to create the optimal solution.

Organizations that sell products and services through multiple channelsincluding the Web, call centers, field sales, retail outlets, and dealer networksface significant operational challenges. Product information changes often, and it exists in different forms in different systems. When changes do not systematically cascade through the different systems, or when manual entry results in errors, companies can end up offering products with invalid configurations or incorrect prices. Siebel Business Integration Applications for Product and Catalog Management enable the real-time synchronization of product informationincluding price and cost data across disparate systems that serve both direct and indirect channels, resulting in increased

revenues and lower operational costs. These applications enable organizations to: Increase sales effectivenessSiebel Business Integration Applications for Product and Catalog Management ensure that new product introductions and changes to existing products are made available across all customer touchpoints instantaneously. The solution reduces the costs of manual data entry and order correction, and it provides access to the right information needed to quickly answer customer inquiries, configure solutions and proposals, and provide customer-specific prices. By enabling organizations to be more responsive to customer needs and market conditions, it dramatically improves customer acquisition and customer satisfaction.

Receive Class and Attribute Information

Product Marketing

Update Class and Attributes

Validate Class and Attributes

End

Import Raw Item Data

Validate Raw Item Data

Universal Application Network

Update Class and Attributes

Update Product

Update ClassAttribute Information

Product Master

Class-Attribute Information

Yes Class Attributes Exist?

Start

No

Update Item Information

Item Master

Figure 5: Instantaneous update of product information across multiple applications increases sales effectiveness and lowers manual-entry costs.

10

 Reconcile product definitions across applicationsProduct definitions vary depending on whether they are being displayed to back-end, sales force, customer service, or eCommerce users. Siebel Business Integration Applications for Product and Catalog Management link these disparate product definitions in a single reference table, reducing the need for manual reconciliation and ensuring consistent communication across applications. Manage complex productsSiebel Business Integration Applications for Product and Catalog Management provide robust capabilities for the synchronization of products with multiple configurations or complex categorization systems based on class and attributes. By ensuring accurate categorization of products across multiple systems, the solution reduces order errors and the manual effort required to correct them.

Facilitate consistent pricingEffective management of product pricing is a strategic issue in todays competitive environment. Siebel Business Integration Applications for Product and Catalog Management enable companies to quickly deploy pricing changes to salespeople, partners, and customers, accelerating the introduction of new pricing to the marketplace. They eliminate manual pricing errors and reduce the revenues that can be lost due to inconsistent pricing.

Siebel Business Integration Applications for Product and Catalog Management include the following: Integration Applications Simple Product Management Capabilities Synchronize and update simple product information between front-office and back-office systems Synchronize and update price and cost lists between backoffice and front-office systems Create and update classification system and its related list of attributes in frontoffice systems Create customizable products in front-office systems Benefits Ensure consistent and accurate product and pricing across all customer touchpoints instantaneously Eliminate manual pricing errors and reduce revenue loss due to inconsistent pricing Provide robust capabilities for the synchronization of products with multiple configurations or complex categorization systems

Price and Cost List Management

Attribute and Class Structure Management

Customizable Product Management

11

Siebel Business Integration Applications for Order Management

Siebel Business Integration Applications for Order Management enable companies to better serve customers and reduce operational costs by efficiently processing new orders, updates, returns, and cancellations across front-office and back-office applications.

Enterprises are taking aggressive measures to reduce operating and customer service costs by automating quote-to-cash processes. Market leaders are also striving to provide customers and partners with self-service capabilities for real-time management of their orders through the order cycle. However, with multiple front-office and back-office systems operating across divisions and business units, order management in many companies is highly fragmented. Siebel Business Integration Applications for Order Management enable companies to achieve consolidated, customer-centric order management in real time. The solution provides customers, partners, and employees with a centralized ability to effectively manage all product and service orders from quote to delivery. Siebel Business Integration Applications for Order Management enable organizations to: Provide a consistent experience across channelsSiebel Business Integration

Applications for Order Management enable companies to create and manage orders by accurately configuring and pricing products, checking availability, managing delivery expectations, and validating payment at the point of sale. Seamless order management helps companies avoid call backs to correct order errors and reduces goodwill services in exchange for customer loyalty. Once a sale is complete, Siebel Business Integration Applications for Order Management allow customers to view the status of their orders in real time and also support the process of importing orders captured in external systems so that they can be validated to ensure accuracy prior to fulfillment. Manage returns and cancellations effectivelySiebel Business Integration Applications for Order Management enable companies to create return orders or cancel existing orders through multiple channels and allow them to assess customer return requests based on eligibility prior to providing the customer with approval. These checks decrease the time and cost required to verify product return

Customer

Start

Customer Channel?

Web

Request Order Status

Receive Order Details

End

Receive Order Status

Contact Center

Sales Representative

Request Order Status

Receive Order Details

Communicate Status? No

Yes

Communicate Order Status

End

Universal Application Network

Request Order Update

Update Order Async (PIP3A6)

Fulfillment

Order Information

Start

Update Order

Figure 6: Real-time update of order status provides increased visibility into fulfillment processes and reduces customer service costs.

12

eligibility. Once eligibility is determined, companies can create a return for credit, a return for repair, a return for exchange, or a return for advanced exchange. For items not approved for return, companies can define routing and approval processes to ensure that the issue is resolved to the customers satisfaction. Manage assetsSiebel Business Integration Applications for Order Management support the synchronization of customer asset information between back-office and front-office systems. They enable asset-based ordering to support upgrades of installed products, up-sell and cross-sell opportunities, and automatic regular reordering of these services. Having asset information synchronized also gives field service personnel an accurate and up-to-date snapshot of exactly which parts are needed when the purchaser of a complex product requests repairs. This enables them to provide first-time resolution of service requests and superior customer service at a lower cost.
Siebel Business Integration Applications for Order Management include the following: Integration Applications Asset Management Capabilities Synchronize asset (installed product) information between front-office and back-office systems Check availability of all products of an order at the time of order entry Check customers credit balance in an accounts receivable system at the time of order entry Submit orders or return material authorizations (RMAs) Import orders for external systems into the front-office system Order Cancellation Management Request cancellation of orders that have been submitted in the back office Update front-office orders as their status changes in the back office Submit an order simulation request to the back-office system and return information to the front-office system Benefits Increase employee productivity and satisfaction by managing all customer and order information in a single, integrated order management system Avoid call-backs to correct order errors Reduce goodwill services in exchange for customer loyalty Increase customer satisfaction by presenting a single face to the customer and assuring quick resolution during the returns process

Available-to-Promise Management

Credit Check Management

Order and RMA Management

Status Management of Order and RMA

Order Simulation Management

13

Siebel Business Integration Applications for Partner Relationship Management

Siebel Business Integration Applications for Partner Relationship Management enable organizations to work collaboratively with partners to increase revenues, drive partner adoption, increase customer satisfaction, and reduce partner management costs.

The importance, value, and scope of partnerships have increased dramatically in recent years. Today, partners (including resellers, distributors, and brokers) play a key strategic role in virtually every industry. Successful partner relationship management (PRM) solutions must provide partners with realtime access to all information required to coordinate business planning; exchange data; and enable collaborative selling, servicing, and marketing across the partner channel. This integration is extremely challenging for companies that have multiple partners, especially when each of them uses a different CRM system to manage its business. Siebel Business Integration Applications for Partner Relationship Management enable the

integration of information required to support key product and order life cycle business processes across partner networks. They allow organizations to: Streamline maintenance and distribution of informationSiebel Business Integration Applications for Partner Relationship Management enable organizations to electronically distribute consistent product information and price lists, gain efficiencies through the automatic delivery of this information, and reduce printing costs. For partners, this translates into timely access to brand owners current product, pricing, and special offer information; a reduction in quote and order inaccuracy; the elimination of manual entry; and lower overall costs.

Go to Partner URL

Partner Sales Rep (at Manufacturer) Request Shopping Cart Transfer

Yes

Yes

Start

Business to Business?

No

Enter Partner Search Criteria

Present List of Partners

Select a Partner

Request Price and Availability

Transfer Shopping Cart

Transfer Successful?

No

Display Error Message

End

Universal Application Network

Request Price and Availability

Transfer Shopping Cart

Price and Availability Engine

Third-Party Pricing Information

Partner Sales Rep (at Distributors Web Site)

Receive Shopping Cart Transfer

Figure 7: Seamless transfer of shopping carts enhances channel performance and improves customer satisfaction.

14

 Drive partner adoptionSiebel Business Integration Applications for Partner Relationship Management allow partners to conduct business with brand owners through portals as well as through the use of their native CRM systems and IT infrastructures. By allowing the partner to do business via native systems, Siebel Business Integration Applications for Partner Relationship Management make business process collaboration seamless, thereby driving the adoption of an integrated PRM solution. Enhance channel performanceSiebel Business Integration Applications for Partner Relationship Management enable buyers to shop on a manufacturers Web site and then transfer their shopping carts to distributors or resellers for fulfillment. Channel partners can place and check orders, returns, and cancellations online, thus shortening sales and service cycles and improving customer satisfaction, loyalty, and retention.
Siebel Business Integration Applications for Partner Relationship Management include the following: Integration Applications Partner Management Capabilities Synchronize, update, create, and query order information across multiple enterprises Check price and availability at different distribution partners Transfer shopping cart from manufacturers site to distributors site Synchronize and update catalog and product information in partners systems Benefits Provide faster time to market through business-to-business order, catalog, and product integration Increase channel and customer visibility through realtime access to customer and partner data Increase partner adoption, collaboration, loyalty, and satisfaction Reduce costs through partner process automation Deploy unified best practices across partners through standards-based solutions

15

Siebel Business Integration Applications for Sales Management

Siebel Business Integration Applications for Sales Management enable executives, sales managers, production managers, and sales representatives to capture, adjust, and analyze forecasting and opportunity-related information, leading to improved forecasting and more effective production planning.

Todays organizations are under increasing pressure to develop accurate forecasts; maintain real-time visibility into the sales pipeline across channels, territories and geographies; and facilitate collaborative selling. At the same time, they must be able to identify which partners are influencing opportunities so they can work closely with these organizations to close deals. Siebel Business Integration Applications for Sales Management enable the integration of information required to support key sales processes, both within and beyond the enterprise.

These applications enable organizations to: Improve demand planningSiebel Business Integration Applications for Sales Management streamline the flow of forecasting data between front- and backoffice systems, resulting in improved production planning and lower inventory carrying costs. Reduce channel conflictSiebel Business Integration Applications for Sales Management enable sales representatives to identify which partners are influencing an opportunity, enabling them to work collaboratively with partners to move opportunities forward.

No

Start

Select Forecast

Initiate Forecast Export

Forecast Exists?

Yes

Review Forecast Exists Message

Overwrite Forecast?

Yes

Overwrite Forecast

Review Export Confirmation Message

Yes Successful? End

Sales Operations Manager

No Cancel Export Request No

Retry Export?

No

Universal Application Network

Create Forecast

Supply Chain Management Forecast Data

Figure 8: Real-time update of forecasting information improves the accuracy of demand planning.

16

 Improve joint pipeline managementSiebel Business Integration Applications for Sales Management enable organizations to manage shared opportunity pipelines with their partners. This capability not only leads to higher revenue, but also allows brand owners to quantify the value of each partner relationship.
Siebel Business Integration Applications for Sales Management include the following: Integration Applications Forecast Management Capabilities Export forecast data from a front-office application to a back-office system, demand planning, supply chain management (SCM), enterprise resource planning (ERP), or third-party forecasting Benefits Enable executives, sales managers, production managers, and demand planners to capture, adjust, and analyze revenue forecasts and product demand data Enhance demand forecast accuracy to lower production costs and inventory-carrying costs Increase sales productivity by allowing sales representatives to spend less time forecasting and more time pursuing deals Opportunity Management Transfer new opportunity information to and from a front-office application to a partner front-office system Update opportunity information residing in a partner front-office system Provide partners with realtime access to critical sales information Increase operational efficiencies, partner satisfaction and loyalty, and partner-driven revenue through improved collaboration Reduce channel conflict by identifying which partners are influencing an opportunity, and working collaboratively with them to move the opportunity forward

17

Siebel Business Integration Applications for Service Management

Siebel Business Integration Applications for Service Management enable organizations to log, track, and resolve customer service issues, leading to greater customer satisfaction and loyalty. They also enable field service organizations to manage parts inventories across multiple systems, ensuring that field service personnel have the parts and information that they need to deliver exceptional customer support.

In managing service requests, most organizations face a similar set of challenges. For example, many companies suffer from poor communication between front-end customer service representatives and back-office administrators. In addition, companies often suffer from inefficiencies in service request processing, which can result in redundant work across the organization. Field service organizations face an additional set of challenges. For example, they often lack the ability to manage network outages in a

proactive manner. Moreover, field service personnel are unable to view parts inventory information while on the road because the information is stored in inaccessible backoffice systems. As a result, they struggle to determine whether the parts they need to perform a repair are in stock. Siebel Business Integration Applications for Service Management enable the integration of information that is required to support key customer service and field service processes.

Constituent

Start

Report Service Issue

Receive Commit Time

Agency Reprsentative

Idenitify Service Issue

Issue Previously Captured?

No

Create Service Request and verify Entitlements and Warranties

Entitled to Service?

No

Analyze Service Usage and Recommend Right Contract

Contract Close to Expiration?

No

Can Service Request Be Resolved Now? Yes

No

Calculate Commit Time

Provide Commit Time To Customer

Yes Yes Review Service Request

Yes Manage and Maintain Service Contracts

Resolve Service Request

Sync Service Request

End

Universal Application Network

Sync Service Request

Network Management or Trouble Ticket System

SR Information

Figure 9: Synchronization of service request information accelerates service resolution.

18

Specifically, they enable organizations to: Enhance communication across departmentsBy streamlining the flow of data between front- and back-office systems, Siebel Business Integration Applications for Service Management enable organizations to respond more quickly and effectively to customer service requests. Provide information to customers proactivelySiebel Business Integration Applications for Service Management provide real-time information to customers when network outages or system failures occur. Improve service performance Siebel Business Integration Applications for Service Management synchronize inventory data across multiple systems, ensuring that field service technicians have the information they need to deliver exceptional service while on-site with a customer.

Enhance order fulfillment process Siebel Business Integration Applications for Service Management give sales representatives visibility into warehouse operations, such as order processing and delivery. This visibility allows sales representatives to accurately track orders and notify customers when an order has been processed and shipped.

Siebel Business Integration Applications for Service Management include the following: Integration Applications Service Request Management Capabilities Synchronize service requests between the front- and backoffice systems Benefits Provide real-time information to customers when network outages or system failures occur Streamline communication between front- and backoffice systems Parts Inventory Management Synchronize inventory location, inventory balance, and inventory transactions between back- and frontoffice systems Enable field service technicians to view part and product availability at point of service Provide sales representatives with parts and product inventory information as well as shipping status information

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Siebel Business Integration Applications for Employee Relationship Management

Siebel Business Integration Applications for Employee Relationship Management allow organizations to streamline the flow of employee-related information between front-office and back-office systems, improving data consistency across the organization. They also enable employees to submit expense reports directly to the back-office system, eliminating the need for dual data entry and minimizing data errors.

Employee relationship management (ERM) solutions enable organizations to align employees goals with corporate objectives, manage employee performance, and build workforce competencies to maximize employee productivity. To achieve maximum benefit from an ERM solution, companies must ensure that the employee information available through the ERM system is consistent with the employee data housed in human resource management (HRM) and other back-office systems. Most businesses have a difficult time managing employee data across systems. Typically, organizations lack both a master data source and automated data synchronization capabilities. As a result, they must rely on manual synchronization, which leads to data errors and high synchronization costs. Moreover, organizations that rely on manual synchronization often have numerous data silos, which impedes organizational effectiveness.

Companies also face challenges related to managing expense reports. Sales representatives, field service technicians, and professional services personnel need to submit expense reports while on the road. Yet most accounts payable departments can only process expense reports through the companys back-end accounting system. As a result, employees typically have to mail in their expense reports. Accounts payable personnel then need to reenter the reports into the back-end systema process that often leads to data entry errors and delays in reimbursement. By integrating employee information across applications, Siebel Business Integration Applications for Employee Relationship Management allow organizations to address these challenges. More specifically, these applications enable organizations to: Ensure data consistency across systems Siebel Business Integration Applications for Employee Relationship Management enable

Yes Employee Complete New Hire Data Entry Verify Employee Data Update Personal Data

Correct and Up-to-Date?

No

Needs Approval? Yes

No

No Manager Complete New Hire Data Entry Verify Employee Data Correct and Up-to-Date? No Update Employee Data Yes Approved? Approved? No

Yes

HRMS or Source System Administrator

Start

Set Up and Configure System

Enter Source System Table Values

Administer Employee Data System

Input New Employee Data

Update Employee Data

Yes Approved?

Update Compensation

Update Compensation

End

No

Universal Application Network

Sync Employee

HRMS or Source System Employee Data

Figure 10: Automatic data synchronization ensures that employee information remains up-to-date in the ERM system and back-office systems.

20

the synchronization of employee location and other employee data between human resources management systems and frontend ERM applications, ensuring data consistency between the front-office and backoffice systems. Empower employees to update their data Siebel Business Integration Applications for Employee Relationship Management enable employees to update their personal or jobrelated information via a front-end ERM application, with the confidence that the information will be automatically synchronized with the companys human resource management system. Improve employee satisfaction Siebel Business Integration Applications for Employee Relationship Management enable employees to complete their expense reports using an ERM application, and then immediately submit the reports to the companys back-office accounting system. This automated process eliminates the need to mail in paper expense reports, resulting in less

administrative work for employees and faster reimbursement. Increases operation efficiencySiebel Business Integration Applications for Employee Relationship Management minimize the need for manual reentry of expense report information, leading to a dramatic reduction in data entry errors and greater operational efficiency in the back office.

Siebel Business Integration Applications for Employee Relationship Management include the following: Integration Applications Employee Data Management Capabilities Synchronize employee location and other employee data between human resource management (HRM) and front-office ERM applications Benefits Ensure data consistency between HRM and front-end ERM applications Reduce employee data errors Increase employee satisfaction Expense Report Management Synchronize expense reports between front office and back-end accounting systems Reduce administrative work and data errors Increase employee satisfaction

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Siebel Business Integration Applications for Automotive

Siebel Business Integration Applications for Automotive enable vehicle manufacturers, distributors, and retailers to improve customer satisfaction, acquisition, and retention across all channels.

Customer-facing employees across the automotive industry have difficulty securing the consistent, comprehensive views of customer interactions that enable them to understand customers lifetime value. This difficulty is the result of legacy infrastructures that store customer data in disconnected applications including back-office systems, external databases, and dealer management systems. Integrating these applications is complex and often prohibitively expensive. Siebel Business Integration Applications for Automotive provide automotive industry employees with the unified customer information that they need to ensure enhanced sales capability and superior service.

These applications enable organizations to: Manage sales leadsSiebel Business Integration Applications for Automotive synchronize lead information between frontoffice systems and dealer management systems, enabling automotive companies to quickly and efficiently distribute leads to dealers. When a sale is closed, the Siebel Business Integration Application imports the vehicle delivery record and links the lead and the sale within the CRM system, providing dealers with increased flexibility to track leads and automotive companies with increased visibility into lead status. This creates a closed loop on the lead, ensuring consistent follow-up, higher revenues, and greater customer satisfaction.

Customer

Start

Inquire about Vehicle Purchase

Test Drive and Select

Offer Vehicle Trade In

Select and Apply for Financing

Evaluate Suggested Options

Take Delivery of Vehicle

Car Company Sales

Capture Lead

Qualify/ Enrich Lead

Assign Lead to Dealer

Car Company Marketing

Initiate Owner Loyalty

Dealer Sales Manager

Assign Lead to Sales Rep

Dealer Sales Rep

Follow Up on Lead

Demo Drive

Prepare Deal Jacket

Deliver Vehicle

Dealer F&I Manager

Verify Deal and Trade In

Finance Deal

Up-Sell Deal Add-Ons

Close Deal

Universal Application Network

Request Vehicle Inventory

Pass Deal Jacket to Desking

Vehicle Delivery Notification

Dealer Management System

Provide Vehicle Inventory

Update F&I Application

Create Vehicle Delivery Record

Figure 11: Synchronization of information enables auto manufacturers and dealers to manage leads collaboratively, thereby increasing close rates and overall revenues.

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 Integrate service managementSiebel Business Integration Applications for Automotive synchronize service and repair information between the dealer management systems that record repairs and the sales applications managed by the manufacturer. This provides automotive companies with a complete view of all customer- and vehicle-related activities, enabling them to develop promotions to maximize customer lifetime value.

Siebel Business Integration Applications for Automotive include the following: Integration Applications Automotive Dealer Sales Lead Management Capabilities Synchronize and update deal information from multiple dealer management systems Query vehicle delivery reports from multiple dealer management systems Automotive Dealer Service Information Management Query vehicle repair order information across multiple dealer management systems Benefits Enhance dealer collaboration through real-time sharing of information Increase effectiveness of sales, marketing, and lead management programs by ensuring consistent and accurate deal and service information Enhance customer experience through 360-degree view of the customer across the enterprise Increase employee productivity Automotive Asset Management Synchronize asset information between front-office and back-office systems Increase employee productivity and control costs by having a single view of asset information across the organization Enhance the customer experience by meeting customer needs at the first point of contact Increase revenues through cross-sell and up-sell opportunities by providing a unified view of customers across the enterprise Increase employee productivity by providing real-time access to relevant information Reduce expenses by eliminating the distribution of marketing materials to the wrong addresses

Automotive Contact Management

Synchronize, update, and archive contact information across multiple applications Find contact information with limited input data Find contact information without replicating data in the source application

Automotive Customer Management

Synchronize, update, and archive customer information across multiple applications Find customers with limited input data Find customer information without replicating the data in the source application

23

Siebel Business Integration Processes for Communications

Siebel Business Integration Applications for Communications enable companies to synchronize and coordinate sales, marketing, and customer service across all communication channels and points of customer, employee, and partner contact.

Telecommunications service providers are under intense pressure to increase revenues and lower operational costs, while simultaneously providing superior customer service. To achieve these objectives, providers must integrate business processes across dozens or even hundreds of applications, including business support services (BSS), operations support services (OSS), and billing systems. Siebel Business Integration Applications for Communications enable communications service providers to differentiate themselves by launching new services quickly and by providing lower-cost, high-quality customer service. They allow organizations to: Fully integrate customer order managementCommunications companies suffer from high order fallout rates, resulting in increased order processing costs, extended service delivery cycles, low customer satisfaction, and lost billing days. Often, order fallout may be traced to the point of order capture, where ill-equipped sales executives create orders with incomplete or incorrect informa-

tion. Siebel Business Integration Applications for Communications enable a fully-integrated process that spans multiple OSS applications, ensuring that each customer order is accurately captured, validated, and monitored for timely service delivery. Synchronize customer information Industry-wide, more than 50 percent of communications companies inbound call center traffic is generated by customers calling with billing questions. This interaction is often nonproductive for the customer and inefficient for the provider, as call center agents struggle to navigate multiple billing systems to address callers inquiries. Siebel Business Integration Applications for Communications synchronize all customer information-profiles, service subscription information, and billing and payment dataacross all BSS, OSS, and billing systems. The applications also support the synchronization of contact information with a customer information file or a customer master, validating it and eliminating any redundancies before systems are updated.

Customer

Start

Request New Service

Receive Due Date

No

Order Accepted?

Yes

Schedule Installation

Call Center/ Sales

Collect Customer Information

Assess Credit

Validate Address

Create Order

Complete Sale

Complete Order

Order Management

Process Order

Universal Application Network

Request Credit Score

Request Address Validation

Request Service Feasibility

Request Due Date

Send Service IDs and Due Date

OSS

Address Verification

Determine Service Feasibility

Calculate Due Date

Reserve Service IDs

Credit Scoring Vendor

Prove Credit Score

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Figure 12: Real-time activation of services in operational support systems streamlines the service process and increases revenues for communications service providers.

Siebel Business Integration Applications for Communications include the following: Integration Applications Communications Account Balance Management Communications Asset Management Communications Bill Adjustment Management Capabilities Query for account balance information from a back-office application Synchronize asset information from a back-office system to a front-office system Request invoice adjustment to be created in a back-office system Update front-office system with status of adjustment request Communications Contact Management Synchronize and update customer account and contact information between frontand back-office applications Request credit approval from back-office application and receive credit data in a frontoffice application Create, request, synchronize, and update customer account and contact information between front- and backoffice applications Synchronize and query invoice information from back-office billing applications Request duplicate invoices Communications Order Management Create and update orders, manage order processing, and support bi-directional updates between front- and back-office applications Coordinate the order process for an order that needs to be submitted to both a billing system and a provisioning system Synchronize and update payments accepted through a CRM application with a billing application Synchronize and update prices and discounts between front- and back-office applications Coordinate the steps for submitting orders to a billing system and updating the frontoffice system Coordinate the steps for submitting orders to a provisioning system and updating the front-office system Create and update simple and complex products in a frontoffice application based on product definition in a backoffice application Update the status of an order in the front office as the order progresses in the back office Benefits Enable a holistic view of the customer Minimize training and maximize efficiency through unified customer service dashboards Ensure reliable and fast service delivery through accurate creation, validation, and routing of communications orders across multiple systems Reduce development time and time to market Enhance customer experience Improve employee productivity

Communications Credit Check Management

Communications Customer Management

Communications Invoice Management

Communications Order Processing for Services

Communications Payment Management

Communications Price List Management

Communications Process Billing Management

Communications Process Service Management

Communications Product Management

Communications Status Management for Orders

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Siebel Business Integration Applications for Energy

Siebel Business Integration Applications for Energy provide companies with a robust, integrated solution for managing customer interaction business processes from sales management and order capture to customer care. Siebel Business Integration Applications address the pain points of energy companies in managing backoffice and customer information system business processes through an integrated front-office solution that reduces operating costs, improves process efficiency, and ensures retention of customers for revenue growth. The rapid restructuring of energy markets and the impending increase in competition requires updated business processes and an application network infrastructure that allows utility service providers to better manage their customer interactions. Challenges include maintaining operational and cost efficiency, deploying new offerings rapidly, and providing real-time interactive customer service aimed at reducing customer churn. Often, the information required to serve customers is decentralized in myriad back-office applications such as billing, work and outage management, geographical information systems, and field service. Integrating this information onto a single agent desktop is increasingly critical to achieving successful sales and superior service. By deploying Siebel Business Integration Applications for Energy, companies can realize these goals and maintain a competitive edge. Siebel Business Integration Applications for Energy enable organizations to: Synchronize data across the enterprise Siebel Business Integration Applications for Energy synchronize customer dataincluding billing preferences, payment profiles, and relevant contact detailsacross the entire enterprise application network. They also support contact information synchronization with a customer information file or a customer master, thereby eliminating redundancy and validating data before other systems are updated. Streamline enrollment processing By leveraging real-time back-office data, Siebel Business Integration Applications for Energy enable consistent, accurate, one-and-done customer enrollment. The optimized Siebel Business Integration Applications processes enable the user to input accurate and validated data during order capture to minimize costly errors in the back office. Siebel Business Integration Applications for Energy also enable real-time updates across systems to ensure that customer information remains consistent across all applications. This optimized enrollment process allows energy service providers to leverage the information generated by front- and back-office systems to provide more effective follow-on sales, targeted marketing campaigns, and improved customer service. Improve customer careSiebel Business Integration Applications for Energy enable

Customer
Start

Inquire about Bill

Verify Meter Read

Make Payment

Yes

Call Center/ Sales

Query Bill Header and Detail

Check Consistency of Bill

Check Meter/Usage Data

Create Adjustment Request

Payment Due?

No

Submit Payment

End

Field Service
Field Investigation

Universal Application Network

Request Invoice Data

Request Usage Data

Provide Usage Data

Process Adjustment Request

Submit Payment

Request Account Balance Update

Process Payment

Billing Engine

Provide Invoice Data

Provide Usage Data

Upgrade Usage Data

Process Adjustment Request

Receive Payment

Update Account Balance

26

Financial Institution

Process Payment

Figure 13: Real-time billing inquiry resolution streamlines customer care and improves employee productivity.

end-to-end customer care processing for mission-critical and widely used billing transactions via the call center or through self-service Web access. In real time, Siebel Business Integration Applications enable two-tier bill display and interaction with billing data that resides in back-office applications, providing for a quick and efficient processing of bill inquiries, service investigations, field service

requests, and required adjustments. Siebel Business Integration Applications also facilitate payment capture, integration with the back-office billing applications, and updates. With all of this data readily accessible, utility customer service agents are empowered to quickly and efficiently respond to customer service requests, resulting in higher customer loyalty and satisfaction.

Siebel Business Integration Applications for Energy include the following: Integration Applications Energy Account Balance Management Energy Asset Management Capabilities Query account balance information from a back-office application Synchronize asset information from a back-office system to a front-office system Request invoice adjustment to be created in a back-office system Update front-office system with status of adjustment request Synchronize and update customer account and contact information between front- and back-office applications Request credit approval from back-office application and receive credit data in a frontoffice application Create, request, synchronize, and update customer account and contact information between front- and backoffice applications Synchronize and query invoice information from back-office billing applications Request duplicate invoices Create and update orders, manage order processing, and support bi-directional updates between front- and back-office applications Coordinate the order process for an order that needs to be submitted to both a billing system and a provisioning system Synchronize and update payments accepted through a CRM application with a billing application Synchronize and update prices and discounts between frontand back-office applications Coordinate the steps for submitting orders to a billing system and updating the front-office system Coordinate the steps for submitting orders to a provisioning system and updating the front-office system Create and update simple and complex products in a frontoffice application based on product definition in a backoffice application Update the status of an order in the front office as the order progresses in the back office Benefits Enable a holistic view of the customer Minimize training and maximize efficiency through unified customer service dashboards Ensure reliable and fast service delivery through accurate creation, validation, and routing of energy orders across multiple systems Reduce development time and time to market Enhance customer experience Improve employee productivity

Energy Bill Adjustment Management

Energy Contact Management

Energy Credit Check Management

Energy Customer Management

Energy Invoice Management

Energy Order Management

Energy Order Processing for Services

Energy Payment Management

Energy Price List Management

Energy Process Billing Management

Energy Process Service Management

Energy Product Management

Energy Status Management for Orders

27

Siebel Business Integration Processes for Financial Services

Siebel Business Integration Applications for Financial Services enable organizations to acquire a single, consolidated view of their customer base and optimize sales, service, and marketing effectiveness and efficiency across all distribution channels. This results in improved customer acquisition, customer retention, channel effectiveness, and overall profitability.

Within the financial services industry, traditional banking and insurance business models are disappearing and are being replaced by a model that blends banking, brokerage, and insurance services. To expand their service offerings, increase underwriting income, and capture greater market share, many companies are merging with, or acquiring, other institutions. Siebel Business Integration Applications for Financial Services enable organizations to increase the number of products sold per customer, deliver consistent service across channels, and reduce costs from internal processes. Specifically, they allow them to: Optimize policy sales management Siebel Business Integration Applications for Financial Services support the end-to-end business processes required to create auto and life insurance quotes and applications. The

solution enables insurance providers to capture detailed customer information, develop quotes, process applications, and provide relevant information to policy issue functions. The resulting optimized sales management processes result in greater employee/agent efficiency and an increased policy close rate. Streamline account originationSiebel Business Integration Applications for Financial Services streamline the account origination process for credit and deposit products, enabling companies to request credit scores and fraud checks, access the appropriate back-office systems to process applications, verify funds in external systems, create accounts in core processing systems, and order checks. With access to better customer information and a streamlined account origination process, financial institutions can achieve sustainable competitive advantage and maximize profitability.

Customer
Start

Express Interest

Provide Documents/ Signature, etc.

Receive Account Info/ Literature

Call Center/ Sales

Identify and Authenticate Customer

Review Customer Relationship

Perform Consultative Selling

Complete and Submit Application

Communicate Closing Requirements

Verify Funds Credit Products Only

Perform Fulfillment

Communicate Status

Business Analyst

Define Customer Segmentation

Define FollowUp Actions

Define Fulfillment Requirements

Analyze Key Metrics

End

FINS Request Create Account

Universal Application Network

Request Fund Verification

Request Check Order

Request Create Account

Request Application Status

External System

Core Processing System

Check Vendor

Core Processing System

Application Processing System

Figure 14: The efficient execution of the account origination process across systems increases customer satisfaction and improves employee productivity.

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 Optimize claims management Siebel Business Integration Applications for Financial Services enable claims professionals to more efficiently create the first notice of loss record to trigger the claims management process and to initiate claim payment transactions. This ensures a customer-centric view of a key service event in a policyholders relationship with the insurer. Improved integration with external claims and payment systems results in reduced turnaround times and improved settlement quality.
Siebel Business Integration Applications for Financial Services include the following: Integration Applications Financial Services Contact Management Capabilities Search for contacts in external customer information file systems Import contacts into frontoffice applications Synchronize customer changes across external systems Financial Services Auto Policy Sales Management Request and receive rates from auto policy rating engines Create new auto policy master records in policy systems Financial Services Life Policy Sales Management Request and receive rates from life policy rating engines Create new life policy master records in policy systems Financial Services Claims Management Post first notice of loss in the claims administration system Create payments for settled claims Financial Services Service Management Financial Services Account Origination Management Retrieve financial account data for deposit and brokerage accounts Perform credit checks and fraud checks Submit applications for processing and retrieve status updates Perform fulfillment activities such as verifying funds, ordering checks, and creating accounts in external systems Benefits Unify customer data across all enterprise applications Increase employee productivity through access to the latest customer information Provide seamless transition from quote to policy application Centralize data validation Shorten new policy processing time Integrate claim, policy, claims payments, and customer data at the service touchpoint Enable claim staff to deliver superior service Integrate customer data with the latest account data Provide complete customer view for improved service Shorten financial product application time Increase employee productivity Reduce customer drop-off rate

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Summary
Universal Application Network represents an innovative new paradigm for application integration. It is the first standards-based integration architecture that enables organizations to deploy end-to-end, industry-specific business integration applications across and beyond the enterprise.

Siebel Business Integration Applications form the core of UAN. They allow companies to make use of the best practices for business integration built within UAN, thereby reducing the cost, time, and risk of business integration. Siebel Systems provides Siebel Business Integration Applications for a number of cross-industry and industry-specific processes, including customer life cycle management, product and catalog management, order management, automotive asset management, communications account balance management, energy invoice management, and many more. These integration applications are offered directly to customers, enabling them to rapidly and cost-effectively address their enterprisewide business process integration challenges.

In combination, Siebel Business Integration Applications and UAN enable organizations to overcome the limitations of traditional integration approaches, enabling organizations to rapidly and easily deploy end-to-end business processesfor example, Quote to Cash and Service Provisioningthat must operate across multiple applications. In addition, UAN and Siebel Business Integration Applications provide organizations with the flexibility to modify their business processes in response to rapidly changing market, competitive, and customer dynamics. With UAN and Siebel Business Integration Applications, organizations are not locked into the proprietary and inflexible architecture of a single vendor. Rather, they have the freedom to choose best-in-class applications and technology and can easily remove or replace applications as necessary. Through UAN and Siebel Business Integration Applications, organizations can finally realize the strategic benefits of crossapplication integration at dramatically reduced cost, complexity, and time to development. For additional information on UAN and Siebel Business Integration Applications, please visit the UAN microsite on Siebel.com at http://www.siebel.com/uan.

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Proven Customer Success

Siebel Systems was founded in 1993 to address the growing need of organizations of all sizes to acquire, retain, and better serve their customers. Today, Siebel Systems is a leading provider of eBusiness applications software, with offices located in more than 28 countries. Its market-leading, integrated suite of Siebel e Business Applications enables organizations to deploy sales, marketing, and customer service systems across all channelsincluding the Web, call centers, field, resellers, and dealer networksat the lowest total cost of ownership.

With more than 3,500 customer deployments worldwide across a broad range of industries, Siebel Systems has developed deep domain expertise in CRM and industry-specific best practices, which are embedded throughout the entire suite of Siebel eBusiness Applications. The result is proven customer success. According to an independent audit, Siebel customers have realized significant benefits from their deployment of Siebel eBusiness Applications: On average, they reported increases of 8 percent in revenue, 13 percent in customer retention, and 18 percent in customer satisfaction and employee productivity, and a 13 percent decrease in operating costswith a return on investment in 12 months.

18% 13% 8%

18% 13%

Revenue Growth

Customer Retention Increase

Customer Satisfaction Increase

Employee Productivity Gains

Operating Cost Decrease

Return on Siebel investment: 12 months

Source: Satmetrix Systems, survey of customers, February 2003.

World Headquarters
Siebel Systems, Inc. 2207 Bridgepointe Parkway San Mateo, CA 94404 United States Tel: +1-800-647-4300 Tel: +1-650-295-5000 Fax: +1-650-295-5 1 1 1

Asia Pacific
Siebel Systems Australia Level 1, 80 Pacific Highway North Sydney, NSW 2060 Australia Tel: +61-2-9012-3100 Fax: +61-2-9012-3333

Latin America
Siebel Systems Brasil Ltda Av. Naes Unidas, 12.901 20 andar - Torre Norte 04578-903 - So Paulo - SP Brazil Tel: +55-11-3444-0450 Fax: +55-11-3444-0666

www.siebel.com

Europe
Siebel Systems UK Limited Siebel Centre The Glanty Egham, Surrey TW20 9DW United Kingdom Tel: +44-0-1784-494900 Fax: +44-0-1784-494901

Japan
Siebel Systems Japan K.K. Ebisu Prime Square 1-1-39 Hiroo, Shibuya-Ku Tokyo 150-0012 Japan Tel: +81-3-5464-7700 Fax: +81-3-5464-7702

19902003 Siebel Systems, Inc. All rights reserved. Siebel and the Siebel Systems logo are trademarks of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product names, marks, logos, and symbols may be trademarks of their respective owners.

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