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CHAPTER
[3]
ON DEMAND
CRM & PLAYERS
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Customer Service/Call Centers, Analytics, Channel Management, Integration, SMB/Mid-market
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Siebel Enterprise Contact Center Analytics – Script
Slide 1
Hi, my name is Esmond Chia and I am a product manager on the Siebel
Business Analytics product team. This
session introduces you to the features and capabilities of
Siebel Enterprise Contact Center Analytics. We are
going to introduce the Siebel Business Analytics product line and
illustrate the business value it brings when
properly applied to enterprise contact center business challenges.
We will examine the Siebel Enterprise Contact
Center Analytics solution and discuss how it will help deliver better
business value. Lastly, we will view a brief
product demonstration.
Slide 2
Before we discuss Siebel Enterprise Contact Center Analytics today, I
want to take a minute to introduce Siebel
Business Analytics, a comprehensive suite of advanced business
intelligence solutions. Every organization is
made up of interdependent functional areas. Depending on the type
of organization, they procure, produce,
market, sell, distribute, and service
products and services for their customers. Traditional business
intelligence
solutions are typically confined to just one functional area—for
example, financial reporting, and as a result they
don’t provide the holistic view across the enterprise value chain.
By contrast, Siebel Business Analytics
applications enable organizations to take a holistic view of their
business across all functions and deliver timely
insight throughout the enterprise that enables executives,
managers and front-line employees to sense and
respond to business events. All are available as packaged,
analytic applications that are harmonized to work
together.
Slide 3
Traditional business intelligence systems are designed for use by a
few highly trained “power users” who struggle
to keep up with the information demands of the organization. Siebel
Business Analytics applications are designed
to provide rich and timely information to the broadest number of
people across the organization. Whether they are
executives, managers, or front-line employees, we enable them to access
that information in any way they
choose — be it through easy-to-use, browser-based dashboards
or mobile devices, such as PDAs or cell phones
— they get the insight they need, when they need it.
Siebel provides a complete analytics solution that delivers
the actionable insight and intelligent interaction that today’s
organizations require. The Siebel Business Analytics
offering encompasses a comprehensive set of pre-built analytic
applications, as well as a highly scalable
enterprise analytics platform. Siebel Analytics transforms data from
across the enterprise into actionable
intelligence for every user, from executives to managers, front line
employees, and partners.
Slide 4
So what are the key drivers for the contact center? Unlike years
past where cost cutting from efficiency was the
primary driver, today’s contact centers are being asked to do more
with the same budget and the same amount of
people. Even though budgets are staying flat, call centers are being
asked to control overall service costs while
not allowing their service or satisfaction levels to drop.
To manage these costs, these call centers are driving
more towards a first call resolution model, or trying new call avoidance
techniques where they are providing more
access points in the IVR or Web. Meanwhile, call center managers also
have to ensure agent retention via
training and incentives in order to keep turnover down.
In the US, on average, it costs $40K to train each agent.
Keeping these agents is an imperative to managing overall service
costs. Finally, call centers are being asked to
up-sell more products and increase the number of products
presented while they are acting in a service
transaction. Presenting the right offers at the right time
in the transaction is imperative to a positive customer
service experience. The agent must complete the service transaction,
but in a way that is positive for the
customer, so the customer is more likely to listen to, and perhaps buy
products being presented to him. Very few
call centers have been successful at transforming service agents to
sales agents.
Slide 5
Let me introduce you to the Siebel Enterprise Contact Center Analytics
family that addresses these challenges
head-on to provide insight into all elements of the service lifecycle
for both service-oriented, sales-oriented, or
mixed contact centers. Each application addresses specific
analytical needs of an enterprise contact center.
For example, Siebel Enterprise Contact Center Customer Service includes
telephony data mixed with the call
disposition data and allows a manager to view the operational
heartbeat of the contact center from the switch or
routing layer, as well as the business interaction layer,
all from within a single cockpit. Siebel Enterprise Contact
Center and Agent Performance provides balanced scorecards for the
agents and contact centers that allow
measurement of achievement against targets. It includes access to
employee targets, compensation, objectives,
and KPI's. Siebel Enterprise Contact Center Service and Delivery
Costs is designed for service organizations that
provide and provision onsite service and service debriefing, including
standard activity based costing and
infrastructure cost for providing service (e.g. labor, parts,
expenses, telephony, etc).
Lastly Siebel Enterprise Contact Center Sales is designed for
sales-oriented or mixed service- and sales- call
centers, to tie inbound call data to the dollars generated in
those minutes the agents are on the phone. Marketing
impact on the inbound or outbound call center can be understood through
the minutes/dollars/calls generated
from a marketing campaign.
Slide 6
Siebel Enterprise Contact Center Analytics provides an effective way to
share the business drivers and progress
against those drivers all the way to the agent level. Typically,
management and executives view analytics as data
mining or deep analysis. When, in fact, the value of the
solution is to provide data intelligence and insight into
the
operation on an hourly, daily, or weekly basis. The
importance of understanding how one system of data affects
others cannot be over emphasized. If Marketing is releasing campaigns
that will increase call volumes and
handle times, call center managers and executives should have
insight into the schedules and better understand
the anticipated impact to better plan their business.
Slide 7
In summary, Siebel Enterprise Contact Center Analytics is part of the
Siebel Business Analytics family, a suite of
applications that provide complete insight on business activities
spanning all enterprise functions and data
sources. The applications provide actionable information to
literally tens of thousands of users—spanning
multiple roles and business functions—across your organization. They are
also engineered for rapid deployment
and to provide better business value.
Slide 8
Siebel Business Analytics delivers the RIGHT insight, to the
RIGHT person, at the RIGHT time. The right insight
means providing the most comprehensive insight that is current,
complete, and detailed. The right person means
that whether the user is an executive, manager, or
front-line employee such as a Customer Service
Representative, this information provided is pertinent to their role.
There is no extraneous information that causes
information overload. Only what they need to perform their jobs. And
finally, right time and place means the most
timely and up-to-date information is provided to each
employee, no matter what their role, to help them make the
best decisions in the context of their job. For CSRs, when they’re
on the phone with a customer, they have the
most up-to-date information on that customer and it’s provided within
their customer interaction screen so they
don’t have to switch between applications and waste valuable time.
Slide 9
Siebel Business Analytics is deployed at some of the world’s largest
companies, helping them to realize better
business results through intelligent insight. For example, 15 of the Top
25 Largest U.S. Corporations have
Selected Siebel Analytics. Now let’s take a look at a brief
demonstration of Siebel Enterprise Contact Center
Analytics.
Slide 10
Thank you for your time today. For more information on Siebel Enterprise
Contact Center Analytics, please refer
to the information provided here. Please reference the Siebel Enterprise
Contact Center Analytics product
demonstration during your inquiry.
Siebel Enterprise Sales Analytics Demo – Script
SLIDE 1
Hello, my name is Paul Staelin, and I am the product line manager for
the Siebel Enterprise Sales Analytics product line. Thank you for taking
the time to view this presentation on one of the most exciting and
fastest-growing product families in the Siebel Applications Suite. In
this presentation, we will first highlight some of the challenges facing
sales organizations today and describe how Siebel Enterprise Sales
Analytics provides a complete solution for sales organizations in
today’s tough marketplace. We will then demonstrate some key features of
the product family and highlight some of its capabilities.
SLIDE 2
Sales organizations today are facing greater execution
challenges and
resource constraints
than at any other time in recent history and, as a result, several
trends have emerged in the marketplace.
- First,
companies are very focused on improving the overall effectiveness of
their sales organizations because most sales forces have fewer
resources than a few years ago, but the revenue expectations have
not been reduced in proportion to headcount.
- Second,
companies are focusing on growing their core businesses by deepening
their relationships with existing customers.
- And third,
companies are very focused on setting and meeting appropriate
revenue expectations because companies cannot afford revenue
“surprises” in today’s market.
In order to accomplish these three goals, companies need to provide
their sales organizations with the information and insight required
to achieve the business objective. In most companies, this does not
mean insight into only the information contained within the CRM
system, since CRM is only part of the customer relationship.
Instead, it means all the information relevant to
managing customers and revenue results – including information from
the ERP, financial, or supply chain applications.
- First, in
order to improve sales effectiveness, companies need to provide
role-relevant information to everyone in their sales force so
they can improve decision-making at every level of the
organization.
- Second,
companies need to provide rich, actionable and holistic insight
into customer relationships if they want their sales force to
effectively deepen them.
- Third,
companies need to provide insight into both the revenue
generation and fulfillment processes if they want their sales
force to forecast accurately and effectively.
SLIDE 3
Siebel Enterprise Sales Analytics provides four out-of-the-box
analytic applications that can help sales organizations meet
these new challenges by providing rich, actionable, industry
specific, role-based analytical applications that help sales
professionals at every level of the organization achieve their
objectives. By enabling each member of the sales organization to
make the right decision at the right time to drive the right
results, the Siebel Enterprise Sales Analytics application
family improves sales effectiveness, empowers sales
representatives to deepen customer relationships, and enables
accurate forecasting.
- First,
Siebel CRM Sales Analytics provides role-based insight into
Siebel’s opportunity, forecast, order, and customer data
that helps sales professionals manage performance,
customers, and revenue results.
-
Second, Siebel Enterprise Sales Revenue Analytics provides
insight into orders and invoices, as well as general ledger
Revenue, so the sales force can manage revenue results more
tightly based on a rich view of revenue in the order
management, invoice, and accounting systems.
- Third,
Siebel Enterprise Sales Revenue & Fulfillment Analytics
empowers the sales organization with visibility into the
complete order fulfillment process including orders,
backlog, invoices, and inventory, as well as the collection
process including accounts receivable so customer
expectations can be managed more effectively and revenue
results can be more tightly managed.
-
Fourth, Siebel Enterprise Sales Revenue & Pipeline Analytics
provides a holistic view of the sales process all the way
from lead to cash that is based on an integrated view of
Siebel’s opportunity and customer data with the back
office’s fulfillment, inventory, and collection data. This
comprehensive view of the sales process enables sales
organizations to optimize their revenue generation and
realization processes so results are better and more
predictable.
SLIDE 4
Each of Siebel’s Enterprise Sales Analytics applications
provides rich, actionable, industry specific, role-based
analytical solutions that help sales professionals at every
level of theorganization achieve their objectives. By
enabling each member of the sales organization to make the
right decision at the right time to drive the right results,
Sales Analytics improves sales effectiveness, empowers sales
representatives to deepen customer relationships, and
enables accurate forecasting.
SLIDE 5
Siebel Enterprise Sales Analytics helps front-line sales
representatives be more effective in their management of
their customer base by providing holistic insight into the
company’s relationship with the customer – including insight
into the fulfillment of that customer’s orders and their
accounts receivable balance. Our product also helps sales
representatives cross-sell more effectively by providing
insight into the common purchase patterns of the company’s
customer base so the reps can more effectively anticipate a
customer’s needs and cross-sell more effectively. In short,
Siebel Enterprise Sales Analytics helps the front-line sales
representatives determine how to manage customer
relationships better and how to determine what to sell to
which customers.
SLIDE 6
Sales managers also benefit from Sales Analytics as they can
quickly get the big picture of their entire sales pipeline
or drill in to individual opportunities to see how their
team is performing. They can also better identify and focus
on the deals that have the best chance of winning or
identify obstacles that may threaten a particular deal. In
addition, by providing fact based
insight into the performance of their sales representatives,
managers can more effectively coach and mentor their
subordinates to achieve better results.
SLIDE 7
Siebel Enterprise Sales Analytics provides sales executives
access to a high-level view of the performance and
effectiveness of the entire sales organization that helps
them quickly assess the overall health of their pipeline,
customer segments and sales organization. By providing this
information in a highly interactive way, Sales Analytics
enables these executives drill into the data when needed so
they can identify the root causes of issues and then take
action to address them – empowering them to improve results.
SLIDE 8
Each of Siebel’s Enterprise Sales Analytics applications
provides the actionable insight and intelligent interaction
that today’s sales organizations require as part of a
complete solution. Each application does this by
encompassing a comprehensive set of pre-built analytic
applications built on a highly scalable Enterprise Analytics
Platform and a robust and scalable Enterprise Data
Warehouse. With its comprehensive out-of-the-box solution,
Siebel Analytics transforms data from across the enterprise
into actionable intelligence for every user, from executives
to front line employees, at lower cost and with lower risk
than traditional “custom build” approaches.
SLIDE 9
Custom build approaches to meeting the sales organization’s
analytical needs typically involve developing a custom data
warehouse, a custom analytical model and a custom user
interface. As a result, the creation of a successful
solution requires the incorporation of several technologies
and a deep understanding of complex business requirements.
This technological
and business complexity makes the development cycle for a
custom built analytical application typically very long – on
the order of 2 years – and makes the cost extraordinarily
high – typically from $5 million to over $20 million. This
complexity also increases the overall risk of the project –
as evidenced by the fact that roughly 70% of all data
warehouses fail outright or
fail to meet expectations – and mandates that the scope of
the project be limited, which limits the value of the
project if it is ever successfully concluded.
Finally, this complexity makes future enhancements to the
system problematic since the cost of enhancements is so high
that change is resisted.
As a
result, if you were to map investment and business value
over time for a “custom build” analytical solution, you
would see a curve like the one depicted.
SLIDE 10
Let’s now contrast the custom build approach with Siebel
Enterprise Sales Analytics. First, Siebel Enterprise Sales
Analytics are pre-built solutions, so you get to bypass most
of the development phase—skipping all the time consumed
gathering requirements and developing systems. As a result,
Siebel’s Analytic Applications are implemented rapidly—our
customers
typically have 90-120 day implementations, so our business
users start getting value quicker.
In addition, Siebel Enterprise Sales Analytics delivers
better results because we provide richer content from across
the organization’s value chain (including financial, HR,
supply chain and CRM data) instead of some insight into a
few, narrowly defined areas.
Finally, since the Siebel Analytics platform is highly
scalable and can support thousands of users, more people can
benefit from better business insight—and the business value
of the solution is tremendously enhanced.
SLIDE 11
The advantages of Siebel’s out-of-the-box approach to
providing analytical applications compared to traditional
“custom build approaches” are clear:
-
faster time to value,
-
lower cost,
-
lower risk and
-
better business results
–
resulting in higher ROI.
SLIDE 12
While the faster time to value, lower risk, and lower
cost of Siebel’s Enterprise Sales Analytics solutions
are critical drivers for success, the majority of the
business value and ROI are driven by the primary sources
of business benefit:
-
Increased sales
effectiveness,
-
deeper
customerrelationships and
-
improved forecast
accuracy.
Siebel Enterprise Sales Analytics improves sales
effectiveness by providing the sales organization
the information it needs to make the best decisions
possible – regardless of where that information
resides, be it in the CRM, ERP, financial or supply
chain system.
This improved
visibility helps the sales force focus on the right
deals, the right customers, and
generating the right results.
Siebel Enterprise Sales Analytics helps sales
representatives deepen their relationships with
their customers by providing holistic insight into
the company’s relationships with its customers
regardless of where the information is stored – be
it in the CRM, ERP, GL or accounts receivable
systems.
This insight helps
the sales force more effectively manage the customer
relationship and enables the sales representatives
to cross-sell more effectively.
In addition, Siebel Enterprise Sales Analytics
provides companies insight into both the revenue
generation and fulfillment processes so their sales
organizations can forecast more accurately based on
historical performance benchmarks in both the front-
and back-office processes.
SLIDE 13
Because of the compelling value provided by Siebel
Enterprise Sales Analytics and other Siebel Business
Analytics Applications, leading companies across
virtually every industry have chosen Siebel
Analytics to meet their business insight needs. Some
of the most sophisticated users of analytics
technologies in some of the most data-intensive
industries have
standardized on Siebel as their analytics platform.
I would now like to show you a brief product
demonstration of Siebel Enterprise Sales Analytics.
SLIDE 14
Thank you for your time today. For more information
on Siebel Enterprise Sales Analytics, please refer
to the information provided here. Please reference
the Siebel Enterprise Sales Analytics product
demonstration during your inquiry.
Another Example
 How to Design Dashboards to Wow
Your Managers and Motivate Reps
Salesforce.com 's easy-to-use reporting tools give any
user the power to create insight from data... but the simple interface
belies the depth of functionality. Watch a product expert build custom
reports and dashboards that will have your managers cheering, and your
reps anxious to get on board. Pick up tips for building and organizing
analytics to simplify administration, and see how to use recently
released enhancements (like custom report formulas) to turn report data
into business intelligence.
This presentation is also available in
MP3 , [Our Server
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PowerPoint , [Our Server]
and
PDF [Our Server]
format.
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