NRG Benelux/Nashuatec Increases Customer and Employee Satisfaction by 30 Percent in Two Years Using Siebel Field Service and Siebel Call Center
$14 Billion Provider of Office Supplies and Services Increases Services Revenue by 12 Percent in Two Years
SAN MATEO, Calif.-Oct. 24, 2005 - 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 customer-facing solutions that deliver demonstrable business results and long-term competitive advantage. Siebel’s multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels. Siebel solutions draw upon the company’s best-in-class capabilities in customer relationship management (CRM), business intelligence, and customer data integration and can be deployed as licensed software or as a hosted service. Siebel solutions are tailored to the unique needs of 23 industries and incorporate industry-specific business processes, best practices, and business insight. They are the product of more than $2 billion in R&D investments and reflect over 11 years of experience with more than 4,000 organizations. Together with its extensive global network of alliance partners, Siebel provides the people, process, and technology expertise critical in driving business value from the deployment of customer-facing solutions. Over 3.4 million users worldwide in organizations of all sizes depend on Siebel solutions to deliver dramatic improvements in how they identify, acquire, retain, and serve customers. For more information, visit www.siebel.com.
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 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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