NRG Benelux/Nashuatec Increases Customer and Employee Satisfaction by 30 Percent in Two Years Using Siebel Field Service and Sie
October 24 2005 - 9:00AM
Business Wire
$14 Billion Provider of Office Supplies and Services Increases
Services Revenue by 12 Percent in Two Years Siebel Systems, Inc.
(NASDAQ:SEBL), a leading provider of customer-facing solutions,
today announced that NRG Benelux/Nashuatec, part of Ricoh, a $14
billion provider of office supplies and services, has increased
customer and employee satisfaction by 30 percent in two years using
Siebel Field Service and Siebel Call Center. Nashuatec deployed
Siebel Field Service and Siebel Call Center to 600 employees in the
Benelux region to support its move from a product-focused to a
customer-centric service business. As a result, the company
increased revenue from services by 12 percent in two years and
anticipates receiving a full return on investment within 3.5 years
-- one year less than originally planned. Moreover, Nashuatec now
completes the 54,000 service inquiries managed each month more
quickly -- with more "one-and-done" repair service achieved -- and
achieves reduced operational costs through rapid identification of
skills, tools, and parts. "Siebel Field Service has enabled
Nashuatec to change from a customer-friendly organization to a
customer-driven organization," said Ad van den Wildenberg,
Corporate Program Manager, NRG Benelux. "In the past, our field
engineers visited a customer's premises, fixed the problem, and
slipped out unnoticed. Today, when our engineers speak with
customers, they are building a relationship with them, exploring
new solutions and recommending options that increase the lifetime
value of the customer. Based on this success, NRG Group will be
rolling Siebel Field Service and Siebel Call Center out to other
European territories during the next three years." In the Benelux
region, Nashuatec was challenged to increase profit levels in a
mature industry by developing new after-market service revenue at a
lower operational cost. Nashuatec believed that it could use
service as a powerful strategy for controlling the market, as well
as shaping and penetrating new markets. The goal was to generate
substantial revenue and profits with no increase in field service
staff. To achieve this, Nashuatec needed to know more about its
customers. Prior to the Siebel deployment, customer information was
locked away at a branch or regional level, or not gathered at all.
For example, when a customer contacted Nashuatec about a problem
that required a site visit, an engineer was dispatched with a clear
understanding of the technical problem -- but minimal information
concerning the customer's profile, the history of recent
communication with Nashuatec, and details concerning other products
the customer was using. With Siebel Field Service and Siebel Call
Center, agents receive a single, comprehensive view of Nashuatec's
customers across multiple channels. Now, when a customer contacts
Nashuatec using the customer's preferred channel of communication,
agents can quickly determine the customer's profile, the service
level agreement (SLA), the skills required for the repair, the
technician with the required skills, and the technician's
availability. They also share a unified view of the tools, parts,
and information required to complete a task; the correct process;
and the best time and route to use to reach the customer. This
ensures that every service inquiry is resolved quickly -- either
during the initial call, by a second-level support technician, or
by a field engineer working on-site. About Siebel Call Center and
Service Siebel Call Center and Service applications, including
Siebel Field Service, enable organizations to interact with
customers more professionally and consistently across all
touchpoints, including the telephone, email, wireless devices, face
to face, and over the Web. By enabling companies to deliver
personalized service across all channels of communication, Siebel
Call Center and Service applications enable organizations to
increase customer satisfaction, reduce cost per contact, and
increase overall service profitability. About Siebel Systems Siebel
Systems is a leading provider of software solutions and services
that drive value and loyalty in client-customer relationships,
providing best-in-class capabilities in on-premise and hosted
customer relationship management (CRM), business analytics, and
customer data integration. Siebel's new Customer Adaptive Solutions
enable organizations to model their customer-centric business
processes in order to drive the most effective customer
interactions, gain increased insight over time, and continually
realign those processes for systemic and consistent improvement.
With more than $2 billion in R&D investments, 11-plus years of
customer software experience, an extensive global ecosystem of
alliance partners, and more than 4,000 customers and 3.7 million
live users, Siebel is the proven choice in helping organizations of
all types and sizes achieve customer-driven business results. For
more information, visit www.siebel.com. For more information on
Siebel Systems solutions and services, please visit our Web site:
CRM -- http://www.siebel.com/crm; OnDemand Solutions --
http://www.crmondemand.com; Industry CRM --
http://www.siebel.com/industry-crm; Call Center and Service --
http://www.siebel.com/call-center; Sales Force Automation --
http://www.siebel.com/sales-force-automation; Marketing Automation
-- http://www.siebel.com/marketing-automation; Business
Intelligence -- http://www.siebel.com/business-intelligence;
Integration Solutions --
http://www.siebel.com/integration-solutions; CRM Services --
http://www.siebel.com/crm-services. Except for the historical
information contained herein, this press release contains
forward-looking statements that involve risk or uncertainties.
Future operating results of Siebel Systems may differ from the
results discussed or forecasted in the forward-looking statements
due to factors that include, but are not limited to, risks
associated with our pending merger with Oracle Corporation,
customer relations, such as the availability of Siebel Systems'
products and services, customer implementation of products and
services, relationships with customers, third-party vendors and
systems integrators, concentration of revenues in a relatively
small number of customers, existence of errors or defects in
products, ability to successfully manage growth, significant
current and expected additional competition and the need to
continue to expand product distribution and services offerings.
Further information on potential factors that could affect the
financial results of Siebel Systems are included in Siebel Systems'
Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its
other filings with the Securities and Exchange Commission, which
are available at www.sec.gov. Siebel Systems assumes no obligation
to update the information in this press release. Siebel is a
trademark of Siebel Systems, Inc. and may be registered in certain
jurisdictions. All other product and company names mentioned are
the property of their respective owners and are mentioned for
identification purposes only.
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