Renault Standardizes On Siebel eBusiness Applications
SAN MATEO, Calif.--April 23, 2001--Siebel Systems, Inc. , the world's leading provider of eBusiness applications software, today announced that Renault, one of Europe's most successful automotive manufacturers, has standardized on Siebel eBusiness Applications. As part of its global eBusiness strategy, Siebel eBusiness Applications will enable Renault to deliver exceptional service and satisfaction among customers and dealers, close a greater volume of sales leads, and maximize profitability.
Renault designs, manufactures and markets passenger cars, light commercial vehicles and agricultural machines. Through its alliance with Nissan and the acquisition of the Dacia and Samsung brands, the French company is today one of the top six world leaders in the automobile industry, with 4.3 percent of the global automotive market. Renault employs almost 160,000 staff worldwide and recorded 1999 revenues of $37 billion.
To sustain its lead in an industry governed by global consolidation, overcapacity and greater customer choice, Renault recognizes it must acquire new customers and maintain the loyalty of existing ones, understand its customers better than its competitors, design innovative, highly satisfying automotive products, and deliver consistently high quality after-sales service. Until July 1999, the company had a limited ability to communicate with its customers and share information with its 14,000 dealers. Using Siebel eBusiness Applications, Renault will have a single, comprehensive view of its customers, which will make it significantly easier for the company to sell to, market to and service customers across multiple channels -- including the Internet, the telephone, and the dealer network -- for increased satisfaction, loyalty and profitability.
Renault is deploying Siebel Call Center to the majority of its 3,500 staff worldwide to better service and satisfy each and every customer and dealer. Using Siebel Call Center, customers can communicate with Renault regarding a broad range of sales and service issues, such as car specifications, dealer information, and warranty issues. Because Renault is using Siebel Call Center, it has up-to-the-minute, detailed customer and product knowledge, and can deliver rapid problem resolution and generate greater selling opportunities.
The results of the Siebel eBusiness Applications deployment in 14 countries and 8 languages have been positive. Up to 85 percent of telephone calls are answered in less than 8 seconds, the company responds immediately to 80 percent of customer information requests, and the time it takes to resolve a customer complaint will be reduced from 30 days to seven. Overall, this approach is enhancing customer satisfaction, increasing loyalty, and improving the profitability of existing customer revenues.
The company has also introduced Siebel eBusiness Applications to leverage the Internet to acquire new customers, satisfy existing customers, and improve dealer relationships. Using Siebel eChannel, Renault captures and processes new customer leads generated through the Internet from a central point, and immediately assigns these leads to its international dealer network. Siebel eMail Response is being integrated with Siebel eChannel to ensure rapid acknowledgement and follow-up of leads, via email, and automatic escalation of unattended sales opportunities. Siebel eService is also being used to provide unassisted, 24x7 technical support for Renault dealers, reduce resolution times, and enhance customer satisfaction. Together, these Siebel eBusiness Applications enable Renault's dealers to close a greater number of leads more productively and profitably.
About Siebel Systems
Siebel Systems, Inc. is the world's leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness application software enabling multichannel sales, marketing and customer service systems to be deployed over the Web, call centers, field, reseller channels, retail and dealer networks. Siebel Systems' sales and service facilities are located in more than 37 countries. For more information, please visit Siebel Systems' Web site at 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 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 for the year ended December 31, 1999 and its other filings with the Securities and Exchange Commission.
Note to Editors: 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.