Telenor Networks Drastically Reduces Wholesale Order Processing Time Using Siebel Communications 7.5
SAN MATEO, Calif.--Jan. 1, 20044, 2004--| Norway's Leading Telecommunications Company Records Three-fold Increase in Weekly Orders Using Online Ordering System |
Siebel Systems, Inc. , a leading provider of multichannel business applications software, today announced that Telenor Networks has reduced the time to enter and validate orders for its wholesale telecommunications solutions from ten days to only three minutes, using Siebel Communications 7.5. This highly efficient approach to sales and service has been directly responsible for a three-fold increase in the volume of wholesale orders processed each week by the company with a corresponding increase in revenues.
"Siebel Communications provides Telenor Networks with the infrastructure and customer information needed to deliver great service and achieve increased customer loyalty," says Einar Eriksen, Systems Manager, Telenor Networks. "By automating the entire order management process, from order capture to order confirmation to validation, Telenor Networks is channeling real-time, accurate customer information throughout the organization. With this comprehensive view of each customer, we have been able to increase our competitiveness through reduced customer churn and maximized customer satisfaction."
Prior to the Siebel implementation, Telenor Networks' business processes were out of step with its showcase wholesale product portfolio. Wholesale product orders could only be received by phone and fax, and there was considerable manual order entry. With that system, it took between five and ten days to enter and validate each order, which led to a considerable backlog. Customer service requests were also logged and resolved manually--which was expensive, slow, and unappealing for customers.
Following the adoption of Siebel Communications and Siebel Partner Relationship Management (PRM), more than 230 Telenor Networks sales, sales support, customer service, billing, and service management professionals now share a comprehensive, unified view of customer information. All sales opportunities, account details, contacts, orders, quotes, service requests, and invoices are available in several easy to navigate screens. Siebel enables Telenor Networks to effectively sell its wholesale services in a highly efficient, satisfying environment-- through whichever channel is most convenient for the customer. In fact, the Internet sales channel has almost totally displaced Telenor Networks' traditional sales channels, with up to 98 percent of orders now processed online.
Customers are also benefiting from timely, accurate response to customer service requests. Call center agents use the shared view of every customer relationship to record, review, assign, and monitor customer and network-logged service requests. A large proportion of these requests are immediately resolved at the initial point of enquiry, whereas more complex enquiries are automatically escalated for rapid, seamless dissemination and resolution.
A customer portal--powered by Siebel PRM--enables customers to browse wholesale product and pricing information and generate quotes and online orders in a fully automated environment. By supporting the entire process of managing customer relationships using the Web, this portal is also assisting Telenor Networks in maximizing revenue and delivering superior service.
About Siebel Systems
Siebel Systems, Inc. is a leading provider of business applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customer deployments 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 30 countries. For more information about Siebel Systems, Inc., or to review other customer success stories, please 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.
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