1. Confidential Hitachi Consulting CxM Practice For Internal Circulation OnlySIEBEL CRM Functional GuideDinesh ChandrasekarHitachi ConsultingPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com

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ConfidentialHitachi Consulting CxM Practice For Internal Circulation Only Siebel Call Center ............................................................................................................. 18 Siebel Call Center Home Page .......................................................................................... 19 Call Center Communications Toolbar .............................................................................. 20 Call Center Message Broadcasting ................................................................................... 21 Managing the Customer Dashboard.................................................................................. 22 Using Search Center ......................................................................................................... 23 Customer Interaction Life Cycle ....................................................................................... 25 Accounts ........................................................................................................................... 27 Managing Business Data with the Accounts Screen ................................................ 27 Business Scenario for Accounts ................................................................................. 28 End-User Procedures for Accounts ............................................................................... 28 Creating an Account ................................................................................................... 29 Adding Contacts to an Account ................................................................................. 29 Sending Account Information to an External System ............................................. 29 Activities ........................................................................................................................... 30 Activities and Templates ............................................................................................ 30 Business Scenario for Activities ................................................................................. 30 End-User Procedures for Activities ........................................................................... 31 Researching a Service-Related Activity .................................................................... 31 Adding an Activity to a Customer Request .............................................................. 32 Assigning an Activity to a Team Member ................................................................ 32 Using an Activity Plan to Resolve Customer Issues ................................................. 33 Associating a Follow-Up Activity with a Parent Activity ........................................ 34 Sharing Activity Information..................................................................................... 34 Agreements ....................................................................................................................... 36 Overview ...................................................................................................................... 36 To create a new agreement......................................................................................... 36 To verify an agreement ............................................................................................... 36 To revise an agreement ............................................................................................... 36 To view the entitlements for an agreement............................................................... 36 To view the products covered by agreements ........................................................... 37 To verify agreements for a contact ............................................................................ 37 To view the agreements for a contact ........................................................................ 37 To associate primary contacts with an agreement ................................................... 37 To associate activity plans with an agreement ......................................................... 37 To add activities to an agreement .............................................................................. 38 To submit an agreement for approval ...................................................................... 38 To add financial details for an agreement ................................................................ 38 To define terms and shipping information for agreements .................................... 38 To add products sold under an agreement ............................................................... 38 To attach files to agreements ..................................................................................... 39 To manually renew a line item of an agreement ...................................................... 39 To generate an agreement document ........................................................................ 39 Adding Agreement Terms to Agreements ................................................................ 39 To add predefined agreement terms to an agreement ............................................. 40 To create new agreement terms for an agreement .................................................. 40 Campaigns Overview ........................................................................................................ 40 Business Scenario for Campaigns.............................................................................. 41 Making Outbound Campaign Calls .......................................................................... 41Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 3. ConfidentialHitachi Consulting CxM Practice For Internal Circulation Only Answering Inbound Campaign Calls ........................................................................ 42 Categories ......................................................................................................................... 43 Scenario for Categories .............................................................................................. 43 Adding a Category ...................................................................................................... 44 Searching by Category ............................................................................................... 44 Competitors ................................................................................................................. 44 Scenario for Competitors ........................................................................................... 44 Viewing Competitor Comparisons ............................................................................ 45 Contacts............................................................................................................................. 46 Customer Calls and the Contacts Screen .................................................................. 46 Business Scenario for Contacts .................................................................................. 46 End-User Procedures for Contacts............................................................................ 47 Verifying an Existing Contact.................................................................................... 47 Creating a New Contact ............................................................................................. 48 Profiling a Contact ...................................................................................................... 48 Creating a Service Request for a Contact................................................................. 48 Adding an Activity for a Contact .............................................................................. 49 Sending Contact Information to an External System .............................................. 50 Customer Calls and the Contacts Screen ...................................................................... 51 Business Scenario for Contacts ..................................................................................... 51 End-User Procedures for Contacts ................................................................................ 52 Verifying an Existing Contact ...................................................................................... 52 Creating a New Contact ................................................................................................ 53 Profiling a Contact ........................................................................................................ 53 Creating a Service Request for a Contact ..................................................................... 53 Adding an Activity for a Contact .................................................................................. 54 Sending Contact Information to an External System .................................................... 54 Entitlements ...................................................................................................................... 56 Overview ....................................................................................................................... 56 To automatically create entitlements for an agreement line item .......................... 56 To manually add entitlements to an agreement ....................................................... 56 To manually associate accounts with entitlements .................................................. 56 To manually associate contacts with entitlements ................................................... 56 To manually associate products and assets with entitlements ................................ 57 Adding Service Request Information to Entitlements ............................................. 57 Opportunities..................................................................................................................... 58 Scenario for Opportunities......................................................................................... 59 To create an opportunity ............................................................................................ 60 Associating a Contact with an Opportunity ............................................................. 60 Monitoring Significant Opportunity Transactions .................................................. 62 Prospects ........................................................................................................................... 62 Prospect Qualification and Promotion ...................................................................... 62 Business Scenario for Prospects ................................................................................ 63 Promotion of Prospects to Contacts .......................................................................... 63 RMAs and Service Orders ................................................................................................ 64 Business Scenario for RMAs and Service Orders .................................................... 65 The call center agent contacted by the customer dispatches a service representative to replace the part. ............................................................................. 65 Processing a Return Order ........................................................................................ 65 Generating a Service Order ....................................................................................... 66Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 4. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Service Requests ............................................................................................................... 67 Tracking Customer Assistance with Service Requests ............................................ 67 Call Center Service Request Process ......................................................................... 68 Business Scenario for Service Requests .................................................................... 69..................................................................................................................................... 69 Call Center Service Request Cycle ............................................................................ 69 Creating a New Service Request ................................................................................ 70 Assigning the Service Request ................................................................................... 71 Using Assignment Manager to Assign Service Requests ......................................... 72 Associating Activities with a Service Request .......................................................... 73 Closing a Service Request .......................................................................................... 73 Siebel Sales ....................................................................................................................... 74 Accounts ........................................................................................................................... 75 Contacts............................................................................................................................. 77 Opportunities..................................................................................................................... 78 Orders ................................................................................................................................ 79 Employee Application: Siebel Sales ................................................................................. 80 Siebel Sales: Key Features ................................................................................................ 81 Account Management ....................................................................................................... 82 Account Management ................................................................................................... 83 Scenario for Accounts ................................................................................................... 84 Creating an Account ..................................................................................................... 85 Associating Contact with an Account ........................................................................... 86 Associating an Account with an Activity ..................................................................... 87 Associating an Account with an Opportunity ............................................................... 88 Performing Account Assessments ................................................................................ 89 Updating Account Information in External Systems .................................................... 90 Viewing Account Credit Profiles .................................................................................. 91 Opportunity Management ................................................................................................. 92 Opportunity Management ............................................................................................. 93 Scenario for Opportunities ............................................................................................ 94 Opportunities Processes and Procedures ...................................................................... 95 Assess opportunities.................................................................................................. 96 Manage decisions. ..................................................................................................... 97 Add contacts.............................................................................................................. 98 Add activities. ........................................................................................................... 98 Associate products. ................................................................................................... 99 Create quotes. .......................................................................................................... 100 Performing an organization analysis. ...................................................................... 101 Generate and viewing charts and reports ................................................................ 102 Opportunities Lead Assignment ................................................................................. 103 Lead Response ............................................................................................................ 103 Opportunity Sales Methods......................................................................................... 104 Sales Method:.......................................................................................................... 104 Sales Methodologies ....................................................................................................... 105 Sales Methodologies ................................................................................................... 106 Sales methodologies: .............................................................................................. 106 Target Account Selling ................................................................................................... 107 Target Account Selling ................................................................................................... 108 Scenario for Target Account Selling........................................................................... 109Practice Leader CRM & MDM, GDCAuthor : Dinesh Chandrasekar dinwin@hotmail.com 5. ConfidentialHitachi Consulting CxM Practice For Internal Circulation OnlyStrategy Execution ...................................................................................................... 110 Enterprise Selling Process............................................................................................... 111Scenario for Enterprise Selling Process ...................................................................... 112 Strategic Selling .............................................................................................................. 113 Sales Forecasting ............................................................................................................ 114Sales Forecasting ........................................................................................................ 115Siebel Forecasting: .................................................................................................. 115Forecasting: Key Features........................................................................................... 115 Order Management ......................................................................................................... 116The Order Management Life Cycle ............................................................................ 118Scenario for Order Management ................................................................................. 119Scenario for Order Management ................................................................................. 120Order Management Processes and Procedures ........................................................... 121Setting Up Order Management:- ............................................................................. 121Order Management Processes and Procedures ........................................................... 122Creating and Managing Catalogs: .............................................................................. 123Working with Quotes or Sales Order .......................................................................... 124 Territory Management .................................................................................................... 125Siebel Territory Management ..................................................................................... 126Importance of Territory Management ......................................................................... 127Terminology For Territory Management .................................................................... 127Roadmap to Territory Management ............................................................................ 128 Integration to Microsoft Applications ............................................................................. 129 Siebel Sales: Benefits ...................................................................................................... 130 Siebel Sales: Summary ................................................................................................... 131 Accounts Overview ......................................................................................................... 132 Contacts Overview .......................................................................................................... 133 Target Account Selling (TAS) Overview ...................................................................... 134The Assessments or the 1 20 ................................................................................. 135Compelling Event and Unique Business Value .......................................................... 136Customers Compelling Event ................................................................................ 137Our Unique Business Value ........................................................................................ 138Politics......................................................................................................................... 139Strategy ....................................................................................................................... 140Strategy ....................................................................................................................... 140 Account and Opportunity Management .......................................................................... 142 Opportunity Management - Phases and Responsibilities................................................ 142 Client Visit Reports (CVR) ............................................................................................. 143 Full Cycle of Field Service ............................................................................................. 144 Customer Calls the Callcenter for the service................................................................. 146Field Service .............................................................................................................. 146 1. Enter a service request. Service request activities are created throughout the life cycle of the service request. ............................................................................................ 148 2. Verify the service level agreements for the caller. ................................................. 148 3. Based on the diagnosis of the problem and the service level agreement, create a return material authorization (RMA) or a service order, and link it to the service request, to allow prompt resolution. ............................................................................... 148 4. Fill the order and ship the replacement parts to the customer or the field engineer.148 5. Dispatch activities to a field engineer with the right skill set, tools, time, and location. ........................................................................................................................... 148Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 6. Confidential Hitachi Consulting CxM PracticeFor Internal Circulation Only Agreements ..................................................................................................................... 151Overview: .................................................................................................................... 151Automatic Entitlements .......................................................................................... 151Agreement Management ......................................................................................... 151Agreement Charges and Invoicing.......................................................................... 152Agreement Renewal .................................................................................................. 152Adding Assets to Agreement Line Items ................................................................. 153Revenue Plan Templates .......................................................................................... 154 Entitlements .................................................................................................................... 155Entitlement Templates.............................................................................................. 155Adding Service Request Information to Entitlements ........................................... 157 Shipping and Receiving .................................................................................................. 158Shipping Orders ........................................................................................................ 158Receiving Orders ....................................................................................................... 159Checks and Validations for Shipping and Receiving............................................. 159Shipping and Receiving Hierarchical Assets .......................................................... 160Processing and Tracking Shipments ....................................................................... 160Processing and Tracking Receipts ........................................................................... 162 Return Material Authorization (RMA) ........................................................................... 165 Substitution Rules ........................................................................................................... 166 Wash Scenarios ............................................................................................................... 167 RMA Advance Exchange ............................................................................................... 168 RMA Premium Service ................................................................................................... 169 RMA Return and Replace ............................................................................................... 170 RMA Return and Repair ................................................................................................. 171 RMA Adv Exch (Request for Complaint Part) ............................................................... 172 Service Order .................................................................................................................. 172 Internal Order (Replenishment Orders) .......................................................................... 173 Internal Order (Bulk Return/Customer Owned) and FA Process ................................... 174 Repair Process ................................................................................................................. 175 RMA Return.................................................................................................................... 176 Purchase Order ................................................................................................................ 177 What is Siebel Field Service? ......................................................................................... 178 Benefits of Siebel Field Service ...................................................................................... 179 Typical Scenarios for Field Service ................................................................................ 180 Basic Field Service Modules .......................................................................................... 181 Full Cycle of the Field Service ....................................................................................... 182 Basics of Field Service.................................................................................................... 183 RMA (Return Material Authorization) ........................................................................... 184 Cycle Counting ............................................................................................................... 185Methods of Product Classification for Cycle Counting ......................................... 185 Replenishment................................................................................................................. 186Sources of Replenishment ........................................................................................ 186 Fulfillment....................................................................................................................... 187Fulfillment Engine .................................................................................................... 187 Dispatch Board................................................................................................................ 188 Agreements ..................................................................................................................... 189 Field Service Engines ..................................................................................................... 189 Field Service Screen Shots.............................................................................................. 190 Field Service in Siebel 8.0 .............................................................................................. 192Practice Leader CRM & MDM, GDCAuthor : Dinesh Chandrasekardinwin@hotmail.com 7. ConfidentialHitachi Consulting CxM PracticeFor Internal Circulation Only Field Service Screen Shots (Siebel 8.0) .......................................................................... 193 Siebel Marketing ............................................................................................................. 194 The Siebel Marketing Suite ............................................................................................ 194 Marketing Relationships ............................................................................................. 196 About Campaigns........................................................................................................ 196Creating and Testing Campaign Load Formats ...................................................... 197Creating Campaign Load Formats .......................................................................... 197Example of Creating a Response Load Format ...................................................... 202Example of Creating a Lead Load Format .............................................................. 203Testing Campaign Load Formats ............................................................................ 204 Planning and Budgeting for Marketing........................................................................... 205 Marketing Initiatives ................................................................................................... 208 Process of Creating Marketing Plans and Budget Requests ....................................... 208 Planning and Designing Marketing Campaigns ............................................................. 226 Siebel Campaigns........................................................................................................ 226 Creating and Using Activity Plans .............................................................................. 226 Process of Planning and Designing Marketing Campaigns ........................................ 227 Associating Offers and Segments with Campaigns .................................................... 231 Associating Related Events with Campaigns ............................................................. 234 Using SmartScripts with Campaigns .......................................................................... 234 Using Response Management ..................................................................................... 246Reviewing and Adding Campaign Elements in Campaign Explorer ...................... 251 Launching Programs and Campaigns ............................................................................. 256 Marketing Campaign Launch Workflow Process ....................................................... 258 Checking Campaign Launch Status ............................................................................ 258 Suspending and Relaunching Email Campaigns ........................................................ 260 Executing Campaigns from Start to Finish ..................................................................... 268 Executing Stand-Alone Campaigns from Start to Finish ............................................ 269 Executing Marketing Programs from Start to Finish .................................................. 269 Campaign Management .................................................................................................. 269 What is Campaign?................................................................................................... 270 Stages of campaign: Planning, Execution & Evaluation ....................................... 271 Step by Step Campaign Management ..................................................................... 272 Campaign Management is a Marketing Activity ................................................... 273 Campaign Process Flow ........................................................................................... 274 Campaign Process Flow ........................................................................................... 275 Target your Audience ............................................................................................... 276 Quantify your goals................................................................................................... 277 Planning Tasks .......................................................................................................... 278 Campaign Activities .................................................................................................. 279 Handling Campaign Responses ............................................................................... 280 Process of converting campaign response into other record types: ..................... 281 Process of converting campaign response into other record types: ..................... 282 Follow a lead from creation through closure ......................................................... 283 Components of Effective Marketing ....................................................................... 284 Campaign Optimization ........................................................................................... 285 Lifecycle Marketing .................................................................................................. 286 Multi channel Development and integration .......................................................... 287 Product Strategy ....................................................................................................... 287 Technology Enablers ................................................................................................ 288Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 8. Confidential Hitachi Consulting CxM PracticeFor Internal Circulation Only Financial Models ....................................................................................................... 289 Examples of Campaigns launched by IBM ............................................................ 290 Campaign Objectives and Strategy ......................................................................... 291 Campaign Design ...................................................................................................... 292 Campaign Tactics...................................................................................................... 293 Voice of the Business Partner .................................................................................. 294 Campaign Management implementation in Siebel CRM ............................................... 295 Siebel Enterprise Marketing Suite .................................................................................. 307 Comprehensive Solution ........................................................................................... 308 Unified Metadata Driven Architecture ................................................................... 309 Current Solution Components (v8.0) ...................................................................... 310 Align and optimize spending, improved usability and integration ...................... 311 Siebel Marketing Server ........................................................................................... 312Enhanced Segmentation .......................................................................................... 312 Siebel CRM 8.1 Marketing & Loyalty .................................................................... 313Increase Customer Loyalty & Improve Marketing Effectiveness .......................... 313 Siebel 8.1: Enhanced Lead Management ................................................................ 313Increased alignment, control and effectiveness of response to order process ........ 314 Sales & Marketing Alignment - Common requests ............................................... 314 Example Response and Lead Management Process .............................................. 315 8.1 Enhancements and Business Benefits................................................................ 316Enhanced response and list import ......................................................................... 316 Lead Management Terminology ............................................................................. 317 Data Import Support Objects ............................................................................... 318 Self-service Data Import........................................................................................... 319 Import Usability Enhancements .............................................................................. 320 Import supported objects ...................................................................................... 321 Lead Management User Interface ........................................................................... 322 Lead Lifecycle............................................................................................................ 323 Leads Logical Data Model........................................................................................ 324 Other advanced import features.............................................................................. 325 Closed-Loop - Import for update purposes ............................................................ 326 Import for update purposes (continued)................................................................. 327 Data Import Framework (continued) ..................................................................... 328 Example: Lead Import Workflow Process ............................................................. 329 Data Quality and UCM Considerations .................................................................. 330 Extending Data Import - Adding new fields........................................................... 331 Extending Data Import - Adding new fields Continued........................................ 332 Extending Data Import - Addition of new import object ...................................... 333 Applying business rules to leads .............................................................................. 334 Lead Scoring Rules Example ................................................................................ 335 Lead Scoring Rules Example ................................................................................ 336 Email and Web Marketing ....................................................................................... 337 Example Scenario Flow ............................................................................................ 338 Email and Web Marketing Best Practice Process ................................................. 339 8.1 Enhancements and Business Benefits................................................................ 340 Usability: Email Setup Wizard ................................................................................ 341 Usability: Automatic URL formatting .................................................................... 342 Usability: Email Testing ........................................................................................... 343 Pre-packaged Email Bounce Handling ................................................................... 344Practice Leader CRM & MDM, GDCAuthor : Dinesh Chandrasekar dinwin@hotmail.com 9. ConfidentialHitachi Consulting CxM Practice For Internal Circulation Only Bounce history on contact record ............................................................................ 345 Configuring bounce status thresholds ..................................................................... 346 Email reply handling ................................................................................................ 347 Email Throttling........................................................................................................ 348 8.1 Enhancements and Business Benefits................................................................ 349Enhanced web marketing ........................................................................................ 349 Example Scenario Flow ............................................................................................ 350 Example Page: Section-based Assembly ................................................................. 351 Landing Page Design: Task UI ................................................................................ 352 Web Landing Pages: Content Library .................................................................... 353 Content library .......................................................................................................... 354 Web Responses and Surveys: Question Library .................................................... 355 Web Surveys: Creating a response form ................................................................ 356 Deploying Web Landing Pages ................................................................................ 357 Web Response capture seeded mapping .............................................................. 358 Web Responses: where they go ................................................................................ 359 Web Responses: where they go (continued) ........................................................... 360 Siebel 8.1: Web Response components.................................................................... 361 Web Offers (old) vs. Landing Sites (new) ............................................................... 362 Web Offers (old) vs. Landing Sites (new) continued ............................................. 363 Self-Service integration with Surveys SR ............................................................ 364 Self-Service integration Web Chat Conclusion .................................................... 365 Troubleshoot Response Processing ......................................................................... 366Response Processor Issues ...................................................................................... 366 Enhanced Offer Management .................................................................................. 367 Offer Usage Scenario: Intelligent Up-Selling ......................................................... 368 Enhanced Offer Management and Allocation Benefits ..................................... 369 Marketing Initiatives ................................................................................................ 370 Marketing Funds ....................................................................................................... 371 Budget Requests ........................................................................................................ 372 Purchase Orders........................................................................................................ 373 Collateral and Asset Management .......................................................................... 374 Web Services.............................................................................................................. 375 Web Services Events Example .............................................................................. 376 8.0 Web Services Investments - Benefits ................................................................. 377 Siebel Marketing 8.0- Summary .............................................................................. 378 Siebel Pharma ................................................................................................................. 379 Siebel ePharma Capabilities ........................................................................................... 380 Siebel ePharma Features ................................................................................................. 381 Siebel Pharma Terminology ........................................................................................... 382 Targeting Screen ............................................................................................................. 384 Applying Target List ................................................................................................... 385 Auto Scheduling Screen .................................................................................................. 386 Auto Scheduling Feature............................................................................................. 387 Precall Planning View..................................................................................................... 388 Precall Planning .......................................................................................................... 389 Call Reporting Screen ..................................................................................................... 390 Contact Call Reporting ............................................................................................... 391 Account Call Reporting .............................................................................................. 392 Market Analysis Screen .................................................................................................. 393Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 10. ConfidentialHitachi Consulting CxM PracticeFor Internal Circulation Only Analysis....................................................................................................................... 394 Samples Management Screen ......................................................................................... 395 Sample History Screen .................................................................................................... 396 My Samples History View .......................................................................................... 397 Inventory Counts Screen ................................................................................................. 398 Inventory Count View................................................................................................. 399 Samples Reconciliation Screen ....................................................................................... 400 Reconciliation View.................................................................................................... 401 Samples Adjustments Screen .......................................................................................... 402 My Sample Adjustments View ................................................................................... 403 Siebel Call Reporting Process ......................................................................................... 404 Reviewing Market Data Process ..................................................................................... 405 Scheduling and Call Planning Process ............................................................................ 406 Recording Call Activities Process .................................................................................. 407 Samples Management Process ........................................................................................ 408 Samples Management : Administrator Process .......................................................... 409 Samples Management : Manager Process ................................................................... 410 Samples Management : Sales Rep Process ................................................................. 411 New and Enhanced Features for Siebel Pharma ............................................................. 412 Hospital Doctor Targeting Overview....................................................................... 413 Hospital Doctor Targeting Background ...................................................................... 414 Target List Creation Process ....................................................................................... 415 Business Challenges.................................................................................................... 416 Account Contacts Entity ............................................................................................. 417 Siebel Pharma Accounts Department & Contacts ................................................... 420 Account Contacts Weekly Call Planning .................................................................... 422 Account Contacts Calls ............................................................................................... 427 Samples Related Enhancements ................................................................................. 431 New Features .............................................................................................................. 435 Pharmaceutical value chain............................................................................................. 436 Pharmaceutical Research & Development Process ........................................................ 437 Research and Development Phase .................................................................................. 438 Phases of Clinical Development ..................................................................................... 439 Clinical Trial ................................................................................................................... 440 Clinical Trail Phases ....................................................................................................... 448 Food and Drug Administration ....................................................................................... 451 Who does FDA Regulate? .............................................................................................. 452 What is CFR? .................................................................................................................. 453 Pharmaceutical and Biotech Companies ......................................................................... 454 Clinical Trial Management System - Situation ............................................................... 455 Clinical Trial Management System - Challenges ........................................................... 456 Clinical Trial Management System ................................................................................ 457 Clinical Trial Management System - Solution................................................................ 458 Clinical Trail Management System (CTMS) .................................................................. 460 CTMS Integrated modules ........................................................................................... 461 CTMS System ................................................................................................................. 462 CTMS Vendors in Market .............................................................................................. 463 Siebel eClinical ............................................................................................................... 464 Oracle Siebel Clinical Trial Management System ....................................................... 466 CTMS .............................................................................................................................. 467Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 11. Confidential Hitachi Consulting CxM PracticeFor Internal Circulation Only Future Challenges in CTMS applications ....................................................................... 468 Oracle Life Sciences Solution Footprint ......................................................................... 469 Clinical Solution Set Components .................................................................................. 470 Siebel Clinical Evolution ................................................................................................ 471 Key functionality ............................................................................................................ 472Global Trial Support ................................................................................................... 473 Investigator Screening & Subject Recruitment............................................................... 474 Calendar Management .................................................................................................... 475 Protocol Adherence ......................................................................................................... 476 Trial Status Monitoring & Enrolment Tracking ............................................................. 477 Document Tracking ........................................................................................................ 478 Site Management ............................................................................................................ 479 Site Visits & Visit Reports .............................................................................................. 480 Automatic Team Assignment & History ........................................................................ 481 Site Payments & Contract Management ......................................................................... 482 Project Management & Resource Optimization ............................................................. 483 Regulatory Compliance .................................................................................................. 484 Analytics and Reporting ................................................................................................. 485 Siebel Clinical Solution Set Flow ................................................................................... 486 Introduction ..................................................................................................................... 487 What is Insurance ? ......................................................................................................... 487 Insurance Cycle ............................................................................................................... 488 Automobile Policies ........................................................................................................ 489 Property Policies ............................................................................................................. 490 Life and Annuities........................................................................................................... 491 Group Policies ................................................................................................................. 492 Group Pension Policies ................................................................................................... 493 Personal Umbrella Policies ............................................................................................. 494 Claims Management ....................................................................................................... 495 Policy Premium Payment ................................................................................................ 496 Automobile Policy Procedure Sample Scenario .......................................................... 497 Setting Up Automobile Policy Administration ............................................................ 498 Setting Up Automobile Policy Coverages ................................................................... 499 Setting Up Automobile Policy Rate State .................................................................... 500 Setting Up Automobile Policy Vehicle Type .............................................................. 501 Setting Up Automobile Policy Coverage Admin......................................................... 502 Setting Up Automobile Policy Coverage Values......................................................... 503 Creating an Auto Policy .................................................................................................. 504 Siebel Hospitality ............................................................................................................ 505 Introduction ..................................................................................................................... 506 Business Tasks in Hospitality Industry ........................................................................... 507 Hospitality Related Terms .............................................................................................. 508 Administrative Setup Tasks ............................................................................................ 510 Siebel Hospitality Administration Screens ..................................................................... 511Property Administration.............................................................................................. 512Product Administration ............................................................................................... 513Pricing Administration ................................................................................................ 514Property Pricing Administration ................................................................................. 515Tax Service Admin ..................................................................................................... 516 Different Phases in Hospitality Industry ......................................................................... 517Practice Leader CRM & MDM, GDCAuthor : Dinesh Chandrasekardinwin@hotmail.com 12. ConfidentialHitachi Consulting CxM Practice For Internal Circulation OnlyOpportunity Capturing ................................................................................................ 518Quote ........................................................................................................................... 519Revenue Management ................................................................................................. 520Finalizing a Quote and Confirming Event Details ...................................................... 521Generating and Managing Event Orders ............................................................... 522Generating Event Checks ......................................................................................... 523 Siebel Public Sector ........................................................................................................ 524 Introduction ..................................................................................................................... 525 Public Sector Solutions ................................................................................................... 526 Siebel Public Sector 7.8 .................................................................................................. 527 Oracles Siebel Public Sector 8.0.................................................................................... 528 Whats New in Public Sector 8.0? .................................................................................. 529 NEW in 8.0 Case Serialization .................................................................................... 530 New in 8.0 Universal Case Inbox ................................................................................ 531 New in 8.0 Siebel Evidence Management ................................................................... 532 New in 8.0 Siebel Lead Management .......................................................................... 533 Business Rules Engine .................................................................................................... 534 Siebel CRM for consumer goods industry ...................................................................... 535 Business Drivers Consumer Goods Industry ............................................................... 535 Consumer Goods Industry Process View ....................................................................... 536 Siebel Solution ................................................................................................................ 537 About Siebel Consumer Goods ....................................................................................... 538 Advantages of Siebel Consumer Goods ......................................................................... 539 Siebel Consumer Goods Customers................................................................................ 540 Siebel Consumer Sector Solutions for Key Business Issues .......................................... 541 Business Entities ............................................................................................................. 544Accounts ..................................................................................................................... 545 Procedures for Accounts ................................................................................................. 546Products....................................................................................................................... 547Procedures for Products .............................................................................................. 548Product Distribution .................................................................................................... 549Procedures for Product Distribution ........................................................................... 550Sales Volume Planning ............................................................................................... 551Procedures for Sales Volume Planning....................................................................... 552Trade Promotions ........................................................................................................ 553Procedures for Trade Promotions ............................................................................... 554Trade Funds ................................................................................................................ 555Procedures for Trade Funds ........................................................................................ 556Deductions .................................................................................................................. 557Procedures for Deductions .......................................................................................... 558 few more entities. ........................................................................................................ 559Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 13. ConfidentialHitachi Consulting CxM Practice For Internal Circulation Only Siebel Call Center Siebel Call Center and customer support software helps sales, telesales, and customer service representatives to better understand and address the needs of their customers. Siebel Call Center allows agents to handle service, support, and sales interactions across a broad range of communication channels such as telephone, email, fax, pager, wireless messaging, and voice over IP, Web collaboration, and chat. These channels are integrated, allowing each agent to become a customer-contact manager, supporting a range of products and services and presenting tailored offerings designed to meet customers needs. Siebel Call Center provides an array of service and telesales functionality in a single application. Support personnel can provide both sales and service assistance to customers across multiple channels within their contact centers. Siebel Call Center also manages customer and account profiles, product knowledge, purchase histories, opportunities, service requests, and service-level agreements.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 14. ConfidentialHitachi Consulting CxM PracticeFor Internal Circulation Only Siebel Call Center Home Page When an agent logs in to the Siebel Call Center application, the first screen the agent sees is determined by the value of the Startup Screen user preference. If this preference has not been set, the agent sees the home page. The home page is a combination of lists and forms that provide a snapshot of the most important information agents need to manage their day and workload. This information is customizable, depending on the personal preferences of each agent, and may include content such as My Accounts, My Calendar, My Activities, My Service Requests, My Campaigns, and My Contacts. Agents can change the appearance of the home page by using the controls that appear in the upper-right corner of each list or form. Using the controls, agents can show or hide the detailed records for each content area. They can also use the edit layout function to control what content appears on the home page, and the order in which the content appears. Changes remain in effect until the agent makes new changes. NOTE: The home page displays only the views for which an agent has permissions, based on their profile. Fig 1.0 given below shows the home page, including lists of service requests, activities, and a calendar for the current user.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 15. Confidential Hitachi Consulting CxM PracticeFor Internal Circulation Only Call Center Communications Toolbar The communications toolbar helps agents to manage inbound and outbound interactions over multiple channels, including voice, email, Web text chat, and wireless. Using the communications toolbar, agents can initiate outbound work items and accept inbound work items. In addition, agents may place work items on hold or transfer items to other agents using either blind transfer, consultative transfer or conference transfer capabilities. Agents can also log in to or out of the work queue and set their work mode to ready state to accept incoming work items. The toolbar lets agents manage multiple simultaneous work items including combinations of emails, phone calls, and Web calls. When a work item is sent to an agent, the Accept Incoming Work Item icon flashes with the appropriate symbol, such as a phone symbol for a phone call. The timer on the left side of the toolbar tracks the handling time for the currently active work item. Fig 2.0 given below shows the communications toolbar. The toolbar includes icons for accepting a work item, initiating a work item, releasing a work item, transferring a call, and so on. It also includes information about how long the active work item has been assigned to you and how long you have been working on it.Fig 2.0Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 16. ConfidentialHitachi Consulting CxM PracticeFor Internal Circulation Only Call Center Message Broadcasting The message bar provides message broadcasting, a method of communicating information electronically to agents and others. It may display company information or critical statistics from the phone switch, such as the number of calls in the queue or the average call handling time. The broadcast messages appear as scrolling text in the broadcast bar at the bottom of the application. The arrows at either end of the message bar control the direction in which the text scrolls. Messages can be displayed in different colors to indicate the importance of each message. The information in the message bar can be sent to specific individuals, a group of people, or to all users. To stop the message bar from scrolling, place the cursor on the message bar. To begin scrolling again, move the cursor away from the message bar. NOTE: This is the default behavior for the application. It may be changed by an administrator. A counter, positioned to the right of the message bar, indicates how many broadcast messages there are and which message is scrolling across the screen, fig 3.0 given below shows the message bar and counter.Fig 3.0 To configure Message Broadcasting: 1. Go to Admin Communication Message Broadcast 2. Click New 3. Fill in the details for the message 4. Set the Activation/Expiration date of message broadcast if required 5. Check All users if you want to broadcast this message to all the users 6. Broadcasting also depends upon Position and Division, therefore a user can set itaccording to is preferences. 7. Save the RecordPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 17. ConfidentialHitachi Consulting CxM Practice For Internal Circulation Only Managing the Customer Dashboard The customer dashboard gives agents quick access to key customer data throughout the life cycle of a call, as well as a persistent region of the page containing the key data as they navigate through the application. The dashboard displays different information depending on how Siebel Call Center is configured, and which application context is present when the agent populates or updates the dashboard. Fig 4.0 given below shows the fields that the dashboard displays when it is populated from the Contacts screen. These fields include Customer Name, Work Phone #, Account, Email Address, and so on. Fig 4.0: Customer Dashboard Showing Contact Information The dashboard also provides access to information on assets, activities, entitlements, campaigns, opportunities, orders, service requests as well as information relating to customers and other contacts.Displaying and Populating the Customer Dashboard When open, the dashboard appears in the upper frame of the application area. The information displayed in the dashboard can be populated using Siebel CTI, using Smart Script, by clicking the Update button in the dashboard, or by clicking the Set Customer Dashboard button in the Search Center while a contact record is displayed. NOTE: The dashboard is read-only, and only displays customer information when it is open. Siebel CTI only populates the dashboard when it is open. The dashboard toolbar button opens the dashboard. As a good business practice, agents should always open the customer dashboard before answering calls, so that the customer information is visible for reference, provided the organization uses Siebel CTI and it is configured to populate the dashboard. The following procedures describe how to display the dashboard and how to manually populate the dashboard with data.To display the customer dashboard Use one of the following methods to display the customer dashboard:1. In the Call Center application toolbar, click the Open Customer Dashboard icon.2. In the application-level menu, choose View > Open Customer Dashboard.To populate the dashboard with information from the current record1. Navigate to the screen, view, and record.2. Display the customer dashboard, as described in To display the customer dashboard.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 18. Confidential Hitachi Consulting CxM PracticeFor Internal Circulation Only3. In the dashboard, click Update to display information from the selected record.Using the Dashboard for Quick Navigation The dashboard allows the agent to navigate to information related to data that is displayed in its fields. For example, when the dashboard contains contact information, the agent can use it to navigate to areas of the application that handle activities, activity plans, agreements, assets, campaigns, entitlements, opportunities, orders, and service requests. When the dashboard contains other kinds of information, the agent can navigate to areas that are relevant for the types of information shown.Transferring Dashboard Information Under some circumstances, an agent who is handling a customer call can use the communications toolbar to transfer both the call and dashboard information to another agent. In order for the dashboard information to transfer successfully, the agent who receives the transferred call must already have the dashboard open. Using Search Center Siebel Search Center is a text retrieval tool that lets agents search for information and see the results without losing the data currently shown in the application window. SearchPractice Leader CRM & MDM, GDCAuthor : Dinesh Chandrasekar dinwin@hotmail.com 19. ConfidentialHitachi Consulting CxM Practice For Internal Circulation Only Center is the central search hub for call center agents. They can perform broad or exact searches from anywhere within the Siebel application. Using the Results list in the Search Center, call center agents can attach records to the main record that is active in the application window. For example, a solution record can be attached to a service request. Agents can also preview a result record or make a result record the active record in the application window. Selecting advanced search allows searching across multiple types of information with one search.Performing a Search Agents can perform searches to find information, (for example, to search for a relevant solution record), and see the results without losing data. To perform a search1. On the application toolbar, click the Search button to open the Search Center. The Search button is the binocular icon located in the right side of the screen.2. Click the Search button. The Search Center appears in a frame in the right part of the application window.3. From the Look In drop-down list, select the type of information you want to find. Different fields appear depending on the selection you make.4. Complete the fields to define your search criteria.5. Click Search. The records that match the search criteria appear in the Results list.Working with Result Records Using the Results list in the Search Center, agents can attach other records to the main active record in the application window, preview records or external documents, and search for a contact and populate the dashboard. For example, they can attach a solution record to a service request. NOTE: In order for the selected record to be associated with the main record as an attachment, the relationship must be established using Siebel Tools. To attach a result record1. In the application window, select the record to which you want to attach the result record.2. Click the Search button and perform a search to find the record to attach. The records that match your search criteria appear in the Results list.3. In the Results list, select the record to attach.4. Click the menu button, and then choose Attach. The record is attached to the active record in the application window.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 20. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Customer Interaction Life Cycle Interactions between companies and potential or existing customers typically follow a pattern called a life cycle, composed of the following stages:Prospect stage Your company has contact information for a prospective customer, but has not determined the prospects level of interest in your goods or services. Lists of prospects are often rented to companies for limited time periods, during which time prospect data must be keptPractice Leader CRM & MDM, GDCAuthor : Dinesh Chandrasekardinwin@hotmail.com 21. Confidential Hitachi Consulting CxM PracticeFor Internal Circulation Only separate from data on other possible customers who have voluntarily interacted with the company. This information is stored using the Prospect screen.Candidate stage Your company has interacted with the prospective customer and has determined that the prospect is interested in doing business with you. At this point, prospect information is typically moved to the storage area for contact information, and the prospect is considered to be promoted to a contact.Qualified stage Your company has determined that the contact represents a significant sales opportunity. At this point, an opportunity record is created.Customer stage The contact has made one or more purchases from your company. The status of the contact is Active.Inactive stage The contact has purchased from your company in the past, but has no current service agreements, and represents no current sales opportunities.Deletion stage The contact information has ceased to be useful, typically because the contact is no longer with the account or household, or because the account no longer exists, or because your company wants no further interaction with that contact, account, or household. Using Siebel Call Center, you can record the life cycle stage for a contact, an account, or a household, using the Status field in the appropriate screen. By indicating the life cycle stage of the record, you can make decisions on what resources to allocate to interactions with that contact, account, or household. The default Status assigned to a new contact, account, or household record is Active.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 22. ConfidentialHitachi Consulting CxM PracticeFor Internal Circulation Only Accounts Managing Business Data with the Accounts Screen An account can be a company representing a customer, a prospective customer, a partner, a supplier, or a competitor. Call center agents can use the Accounts screen to organize and track data when performing the following tasks:Creating accountsCreating and associating activities with an accountAssociating contacts with an accountResearching the following kinds of account information:Service RequestsContractual AgreementsProduct IssuesActivity HistoryAccount StatusPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 23. ConfidentialHitachi Consulting CxM PracticeFor Internal Circulation Only If your organization serves mostly businesses, the Accounts screen is a good screen to use when answering general inbound phone calls. If your organization serves mostly individual consumers, or if you are answering inbound calls related to a marketing campaign, the Contacts screen is a better screen to use when answering inbound calls. Business Scenario for Accounts The Accounts screen and views often provide the central navigation point to help call center agents research customers and respond to inbound calls. The type of call determines which view is used by the agent in the application. The following scenarios provide examples of how the Accounts screen is used:The call center agent needs to see existing account information, including the products owned by the account, to assist a caller with a service request or to follow up on a service request.A caller contacts the call center in response to a sales campaign. Assuming the caller is unknown, the call center agent creates a new account. First, the agent records the account name, address, and other important information. Then, the agent adds a contact or enters other information about the new account. Finally, the agent associates the contact with the campaign that resulted in the call.A call center agent wants to enter information about a prospective account. For example, the agent may call a prospective customer to find out if the customer located requested information on the companys Web site, and whether the customer requires any additional information. The agent adds notes that can be used by a sales representative or schedules follow-up activities to help manage the account relationship. End-User Procedures for AccountsCreating an AccountPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 24. ConfidentialHitachi Consulting CxM Practice For Internal Circulation OnlyAdding Contacts to an AccountSending Account Information to an External System Creating an Account As a central object for managing customer relationships, an account record must be created for each prospective or customer account before other supporting information can be entered about the account. After an account is created, an agent can begin to add and track important details such as individual contacts, opportunities, and service requests. To create an accountNavigate to the Accounts screen.In the More Info form, click New, and complete the fields for the new record. To view additional fields, click the show more button. Adding Contacts to an Account As agents work closely with prospective or customer accounts, they need to accurately maintain the contacts associated with the account. The following procedure describes how to add one or more new contacts for an account. To add contacts to an accountNavigate to the Accounts screen, and select the account in the Accounts list.Click the Contacts view tab.In the Contacts list, add a new record, and complete the fields.Click the hyperlink in the Last Name field to navigate to the Contacts screen to add additional information about the contact. Sending Account Information to an External System If the Siebel administrator has set up real-time account integration between Siebel Call Center and another system in your organization, you can use the Update External System command to send new and modified account information from Siebel Call Center application to the other system. By default, in the Accounts screen, the Update External System command triggers the business process Synchronize Account ASI. This business process sends account information to the external system, waits for a response from the external system, and then updates the Siebel database with the response. The following procedure describes how to send information about an account from Siebel Call Center to another system. This procedure assumes that your Siebel administrator has completed the necessary work to enable real-time account integration through Application Service Interfaces (ASI).Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekardinwin@hotmail.com 25. ConfidentialHitachi Consulting CxM PracticeFor Internal Circulation Only To send account and contact information to an external software systemNavigate to the Accounts screen, and in the Accounts list, select an account.Click the Contacts view tab, and in the Contacts list, add the contacts that are associated with the account. If account contacts are not yet listed, follow the instructions in To add contacts to an account to specify account contacts.In the Contacts list, click the hyperlink in the Last Name field to display the Contact form and an Activities list for the selected contact.In the Contact form, click the menu button, and then choose Update External System. You may observe a slight pause while the information is sent and the response from external system is received.Click the thread bar to return to the Account form.In the Account form, click the menu button, and then choose Update External System. Activities Activities and Templates Activities are tasks that are required or have been performed for the customer. In a customer service environment, activities are often associated with a service request and represent steps taken to resolve a customer issue. Activity templates are available representing predefined groups of sequential activities required to resolve or diagnose specific issues. These templates provide a quick method of creating consistent activity sequences representing best practices for addressing customer issues. Activities are also used to represent tasks in no service situations such as scheduling and recording meetings, appointments, and interactions with customers and prospects. If one task leads to follow-up tasks, it is possible to associate follow-up activity records with a parent activity record. Activities can be viewed in several different locations, including the following:My To Do List in the Activities screen. This list shows all the users activities, regardless of status. Access this list by navigating to the Activities screen and choosing My To Do List from the Show drop-down list.My To Dos in the Calendar screen. This list displays a subset of the data displayed in the My To Do List in the Activities screen, activities that have not been completed. Business Scenario for Activities A service department representative use the Activities screen to manage personal tasks and tasks associated with contacts, service requests, solutions, accounts, and opportunities. After reviewing a to-do list in the Calendar screen, the service representative notices that the first scheduled activity is to follow up on a faxed service request from a customer account requesting a solution to a problem. Because the service team uses activities to track the service request progress for the account, the service representative is able to prepare for a follow-up phone call by reviewing past activities associated with the customer. The service representative notes that since the last phone call, another representative has sent literature which solves the companys problem. The service representative prepares forPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com 26. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only the follow-up call based on this information. As team members accomplish their activities, they mark them as done, providing key status information. After speaking with the customer the service representative logs an activity, records the details of the conversation with the customer, and then closes the request. End-User Procedures for Activities As agents work with activities to resolve customer service issues, consider these suggestions:Determine if work has already been performed to resolve the requestRecord new activities performed to help resolve the requestIf appropriate, use an existing activity plan with a proven sequence of activities to help resolve the request As activities are completed, set the activitys status to done. The following sections include information about working with activities:Researching a Service-Related ActivityAdding an Activity to a Customer RequestAssigning an Activity to a Team MemberUsing an Activity Plan to Resolve Customer IssuesAssociating a Follow-Up Activity with a Parent ActivitySharing Activity Information Researching a Service-Related Activity For existing service requests, agents can quickly research the history of related activities using the Service Requests screen. The Activities Detail view provides a comprehensive set of completed and scheduled activities for the service request. To view existing activities for a service requestNavigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.In the Service Requests list, select the service request, and then click the Activities view tab.Practice Leader CRM & MDM, GDCAuthor : Dinesh Chandrasekardinwin@hotmail.com 27. Confidential Hitachi Consulting CxM PracticeFor Internal Circulation OnlyThe Activities list represents every scheduled task for the selected service request as well as the service request history.In the Activities list, select the activity, and then drill down on the hyperlink in the Type field.The Activity form and Attachments list appear. You can view additional details about the activity, or add additional details, such as supporting attachments using either the form or the list. Adding an Activity to a Customer Request When working with a service request, th