This document discusses how Siebel CRM helped Coloplast improve customer service. It summarizes that Coloplast lacked a centralized customer repository and had disconnected systems, but Siebel provided a single customer view. It allowed Coloplast to better target customers, improve service across channels, and guide agents with smart scripts. As a result, Coloplast was able to focus more on customers and earn recognition for providing excellent service.

1. SIEBEL E-BUSINESS:
CUSTOMER SUCCESS
STORY
BY:-
MAYANK SAXENA
DEEN DAYAL
APOORVA VERMA
MANI SHUKLA

2. INTRODUCTION
Coloplast is an international company that
develops, manufactures and markets medical
devices and services related to ostomy, urology,
continence and wound care.
Coloplast was founded in 1957, employs more than
7,500 people and operates around the world, with
sales activities in 53 countries
Coloplast was included in Ethisphere’s 2012 edition

3. COLOPLAST CUSTOMERS
TYPES OF
CUSTOMERS
CLINICAL HOME DELIVERY
NURSES SERVICE
SUPPORTS 18000
CONCENTRTED SMALL TEAM OF
CUSTOMERS
DEFINED 32 FIELD SALES
THROUGHOUT
AUDIENCE STAFF
U.K

4. FLAWS ASSOCIATED WITH COLOPLAST
• LACK OF CUSTOMER
SERVICE
. • PATIENT HISTORY WAS
UNAVAILABLE
• CANNOT DISTINGUISH
BETWEEN A HIGH
• 14 DIFFERENT PROFITABLE CUSTOMER
UNRELATED SYSTEM( • INFLEXIBLE AND SLOW OR A NEW PROSPECT
STOVEPIPE SYNDROME) APPROACH
• LITTLE MARKET
ANALYSIS
. .

5. OBJECTIVES OF SIEBEL CRM
Easier for the company to sell to market and to service its global
customer base across various channels.
To maintain a continuous uninterrupted dialogue between the
service seeker and provider
To enable their staff to take orders instantly over telephone
,create and execute targeted direct mail campaigns , improve
customer service.

6. SIEBEL HELP TO COLOPLAST
More focus on customer base
.Whenever people do brand switch they consider
coloplast as better option then others
Applications synchronize the data through one central
repository regardless of the contact points (e.g., Web, e-
mail, call center, field visits and resellers).
Software can be used to organize a site visit or a
telephone call
Siebel smart scripts guides the agents through
conversation and guides the right products

7. CONTD….
The central customer repository can be accessed via different contact points
with their related applications.
To organize the CRM process more effectively, Siebel offers tools to support
the marketing, sales and service processes
Siebel offers controls to prevent entry of identical records from a typing
technical point of view—user keys—as well as tools to verify duplicate
entries from a logical point of view—deduplication.
It offers highly targeted ,cost effective approach to maximize the sales
effectiveness with minimum resource requirements.
With Siebel e-business applications Coloplast offered best customer service
which increased their revenues with minimum resources

8. SIEBEL CALL CENTER
• Siebel Call Center and customer support software helps sales, telesales, and customer service
representatives to better understand and address the needs of their customers.
• Siebel Call Center allows agents to handle service, support, and sales interactions across a broad
range of communication channels such as telephone, email, fax, pager, wireless messaging, and
voice over IP, Web collaboration, and chat
• These channels are integrated, allowing each agent to become a customer-contact manager,
supporting a range of products and services and presenting tailored offerings designed to meet
customer’s needs.
• Support personnel can provide both sales and service assistance to customers across multiple
channels within their contact centers.
• Siebel Call Center also manages customer and account profiles, product knowledge, purchase
histories, opportunities, service requests, and service-level agreement

9. SIEBEL SMARTSCRIPT GUIDES
• SmartScript enforces the business processes of the enterprise by means
SOFTWARE- of a script that the call center agent or customer must follow.
CONTROLLED • The script guides the agent or customer through each step of the
appropriate business process, typically by providing a sequence of
WORKFLOW questions .SmartScript selects the appropriate branch of questions as
needed
• SmartScript guides even inexperienced users through a set
process.
REDUCED TRAINING
• Users are prompted with what questions to answer or ask, and
TIME what information to read.
SIMPLE WORKFLOW • Allows business analysts and call center
managers, rather than systems analysts or
DESIGN AND programmers, to design and implement the
IMPLEMENTATION workflow which brings first-hand knowledge

10. CONTD….
INTUITIVE
PERSONALIZED DYNAMIC
GRAPHICAL
INTERACTION UPDATING
USER INTERFACE
Both the questions
It is a visual tool that that are asked, and
Using branching
allows a script the logic of the
logic, SmartScript
administrator to script can be
displays only
create scripts by adjusted based on
those questions
graphically customer
in a script that are
manipulating script information or on
pertinent to a
elements to define a answers provided
given transaction
workflow previously in the
script

11. SIEBEL COST EFFECTIVE APPROACH
Ensure secure access to this information.
Accelerate backup and recovery times.
Reduce administrative and storage costs.
Archive the complete range of business critical
documents, including proposals, quotes, customer
correspondence, contracts, and more.

12. IMPACT OF SIEBEL
Coloplast praised by customers for faultless
service
Coloplast has earned a reputation for developing
products that customers describe as “life-changing”
Recognized in the “Sunday times as the top 100
best companies to work for 2012”
National customer service award winners in
2003, 2004, 2005, 2007, 2008 & 2009

13. CONTD…..
Winner of the Peterborough
Winners at the Peterborough Evening Telegraph Award for
Business Awards 2009 for People Development in 2010 and
Customer Care. 2011, and Highly Commended
Large Company of the Year 2011.