Michelin Brazil Enhances Customer Service with Siebel eBusiness Applications
SAN MATEO, Calf.--May 21, 2002--Latin American Subsidiary of Leading Tire Manufacturer Uses Siebel
Call Center and Siebel Field Service to Deliver Superior Customer
Experience
Siebel Systems, Inc. , the world's leading provider of eBusiness applications software, today announced that Michelin Brazil, the South American subsidiary of the global tire manufacturer Michelin, has improved customer service with Siebel eBusiness Applications. Using Siebel Call Center and Siebel Field Service in the initial phase of implementation, Michelin Brazil utilizes comprehensive customer information across multiple channels, significantly improving the productivity and effectiveness of its service professionals to maximize revenues and customer satisfaction.
Michelin has a commercial presence in 130 countries, employs 130,000 staff worldwide, and recorded revenues of $13.9 billion during 2001. In Brazil, Michelin operates a thriving manufacturing and distribution organization, headquartered in Rio de Janeiro. In order to offer its rapidly growing customer base first-class service, Michelin Brazil sought to implement an eBusiness solution that would enable the company to streamline workflow, improve productivity, and allow employees to focus on enhancing sales and providing superior service. With Siebel Call Center and Siebel Field Service, Michelin Brazil has created a single, uninterrupted view of the customer, regardless of the interaction channel, including the telephone, face to face, fax, and mail. The result is a centralized data source that eliminates redundant service requests and reporting, improving efficiency.
Siebel Call Center enables each service representative to view a complete history of each customer interaction and service activity. Representatives can create, assign, and track a full range of service requests and trouble tickets, ensuring that inquiries are handled in the shortest possible time frame. Siebel Computer Telephony Integration (CTI) also allows Michelin Brazil to route service calls to the most knowledgeable and qualified representative, managing calls based on relevant skills, product line expertise, and industry. By streamlining the customer engagement, Michelin Brazil delivers exceptional service in a highly productive environment.
Michelin Brazil relies on a network of mobile service professionals to manage relationships with the country's tire resellers who stock and sell Michelin tires. Siebel solutions ensure that customer information generated through this face-to-face channel is visible throughout the organization and enable Michelin to manage all aspects of its field service operations, including order management, contract management, and dispatch and scheduling optimization, and gives each mobile service professional a real-time understanding of customer needs to resolve customer issues quickly and on-site. This enables Michelin Brazil to rapidly implement service delivery processes to improve productivity and boost customer satisfaction.
"The unrivaled functionality of Siebel Call Center ensure that Michelin Brazil is totally customer-focused," says Claudia Nassif, CRM Manager, Michelin Latin America. "By connecting customer information generated in the call center and field, Siebel eBusiness Applications are enabling Michelin Brazil to improve service delivery and customer loyalty and to combat competitive threats."
About Siebel Systems
Siebel Systems, Inc. is the world's leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness applications software, enabling multichannel sales, marketing, and customer service systems to be deployed over the Web, in call centers, in the field, through reseller channels, and across retail and dealer networks. Siebel Systems' sales and service facilities are located in more than 32 countries. For more information, please visit Siebel Systems' Web site at www.siebel.com.
About Michelin
Michelin manufactures and sells tires for every type of vehicle, including airplanes, automobiles, bicycles, earthmovers, farm equipment, heavy-duty trucks and the space shuttle. The company also publishes travel guides, maps and atlases. Headquartered in Rio de Janeiro, Michelin South America (www.michelin.com.br) employs 6,000 staff and operates 5 plants in 4 locations.
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