Volvo Transforms Its Technical Support Using Siebel eBusiness Applications
SAN MATEO, Calif.--April 8, 2003--Siebel Systems, Inc. , a leading provider of multichannel eBusiness applications software, today announced that Volvo has transformed the quality, effectiveness, and responsiveness of its technology services division, Volvo IT, using Siebel Service.
Volvo IT provides the Volvo Group and its subsidiaries with complete, cost-effective technology solutions. Volvo IT relies on the unrivalled functionality of Siebel Service to deliver exceptional technical service and support to Volvo staff worldwide.
"Volvo IT does not have a monopoly on The Volvo Group's technology services," says Inge Forsberg, Global Process Owner for IT Support, Volvo IT. "If service quality slips and the customers become dissatisfied, they will switch to one of our competitors. Using Siebel Service, our help desk agents worldwide interact quickly and consistently across any channel to deliver seamless technical support and service of unrivalled quality. This approach maximizes customer satisfaction and loyalty at every step of the customer communication, and by building a world-class technology solutions company, we enhance our ability to attract more technology services business."
Siebel Service connects more than 3,000 users in Volvo IT's Swedish headquarters and other sites in Europe, Asia and North and South America to a single, uninterrupted view of Volvo staff and Volvo IT customers worldwide. Thirteen major help desks ensure the swift, accurate resolution of hundreds of thousands of technical inquiries each year--either by phone or via connected Volvo IT field service professionals. All inquiries are registered into a single, central system and are either solved directly by the local help desk or are escalated to another support group around the world, depending upon the time of day, the nature of the customer inquiry, and the agent's expertise.
The software is also helping Volvo IT to be more proactive. By identifying problems and offering solutions before they occur, the company is further extending the quality of the service experience. The single view provides quick access to the caller's profile, including the caller's operating environment, technical architecture, software license information, and network topology. With this information, Volvo IT can identify where more education is required within a particular technology, pinpoint where additional resources need to be deployed, or even highlight weak spots in any one staff member's individual technology environment.
About Volvo IT
Volvo is one of the world's largest producers of trucks, buses, and construction equipment and holds a leading position in the fields of marine and industrial power systems and aircraft engine components. Volvo IT provides the Volvo Group including wholly owned subsidiaries such as Renault Trucks and MACK Trucks, Volvo Cars, and other third-party businesses worldwide with cost-effective, complete technology solutions, which deliver long-term business value. In addition to infrastructure, operational, and applications services, Volvo IT also markets consulting and training services.
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 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.
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