Mitsubishi Motors North America Uses Siebel Automotive to Enhance Productivity and Customer Service
SAN MATEO, Calif.--Jan. 30, 2003--Leading Automobile Brand Leverages Industry-Specific Business
Processes to Increase Efficiency and Provide Superior Service
Throughout the Customer Life Cycle
Siebel Systems, Inc. , a leading provider of multichannel eBusiness applications software, today announced that Mitsubishi Motors North America, Inc. (MMNA) has broadened its use of eBusiness applications with Siebel Automotive 7.5, a Siebel solution specifically tailored for the automotive industry.
Expanding MMNA's current Siebel Call Center deployment, Siebel Automotive 7.5 allows the company to create a more comprehensive view of the customer, reengineer business processes, enhance the customer experience, and analyze customer interactions -- resulting in a significant return on investment.
"We've realized significant cost reductions, efficiency gains, and improved customer and employee satisfaction from our Siebel eBusiness Applications," says Rich Donnelson, Director, Service & Product Support, MMNA. "Now we're looking to Siebel Systems again to address our industry-specific challenges and further increase ROI by implementing proven business processes. We chose Siebel Automotive 7.5 because it provides both automotive and financial functionality, enabling our 'single-point of contact' strategy for our customers."
Mitsubishi is one of the fastest-growing automotive brands in America. In order to successfully manage its increasing number of customer relationships, it must track customers through their ownership life cycle, which includes current and past purchases, service issues, and financial transactions. In addition, MMNA realizes that customers see themselves having only one relationship with Mitsubishi -- not one relationship for the vehicle and a second relationship for financial services. Since MMNA has twice the industry average of customers using its in-house financial services, MMNA has a significant number of customers with both products. Therefore, MMNA needs a solution that provides the capability to address both vehicle and vehicle finance issues. Finally, MMNA wants the ability to analyze its interactions with customers to learn how to better modify its business processes to improve the customer experience and to drive down costs.
Siebel Automotive 7.5 enables MMNA to improve efficiency by forming tighter bonds between its customer service and financial collections groups. By integrating data from MMNA's finance division, sales and service representatives are able to gain a complete view of a customer's relationship with the company. Based on this comprehensive profile, MMNA can streamline customer interactions, offering a relevant and personalized service to each individual -- all while improving MMNA representatives' productivity.
Siebel Automotive 7.5 allows MMNA to implement the same eBusiness infrastructure across business units, reducing implementation and maintenance costs. These efficiencies and cost savings alone demonstrate a five-year Net Present Value (NPV) of $2.7 million. The increased productivity allows MMNA to shift employees from reactive to proactive business processes geared to improve customer satisfaction, increase customer loyalty, and build revenue.
Siebel Analytics, embedded throughout Siebel Automotive, will allow MMNA to intelligently analyze data from both historical and real-time sources. This will enable MMNA to "see" into its interactions with customers, identify opportunities for continuous improvement and create an intelligence-driven company. This, in turn, will maximize performance and effectiveness as well as produce cost savings within MMNA's organization.
MMNA's current Siebel deployment links more than 175 customer service professionals in the MMNA San Angelo, Texas and Cypress, California centers. The 7.5 deployment will increase this by another 200, to a total of 375. The company plans to continue to expand its Siebel Automotive deployment over the next year through the purchase of Siebel Dealer. Siebel Dealer will enable MMNA to achieve additional efficiency gains by connecting its nearly 700 retailers in North America to further enhance customer service.
About Siebel Systems
Siebel Systems, Inc. is a leading provider of eBusiness applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customers worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 28 countries.
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 sucessfully 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 products and company names mentioned are the property of their respective owners and are mentioned for identification purposes only. Company names mentioned are the property of their respective owners and are mentioned for identification purposes only.