The document discusses integrating social media into Oracle Siebel CRM using Buzzient software. It describes how Buzzient allows monitoring of social channels from within Siebel and creating service requests from social posts. It also enables responding to customers directly from Siebel. The integration installation is straightforward and allows linking social data to Siebel activities and records. The integration works for both Siebel Enterprise and Oracle CRM On Demand.

1. On Demand Education Ltd – Blog - Putting Social into Siebel... http://ondemand-education.com/blog/?p=614&utm_source=twit...
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Putting Social into Siebel CRM
Published on March 9, 2012 by CCHENG in Buzzient, CRM Apps, E2.0, Siebel
CRM, Social CRM, Social Media
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As many of you will know we follow closely the fusion of the Social
CRM and Social Media with traditional CRM.
The different solutions that are beginning to take shape allow us all to
see a more mature vision of just what this will mean to the customer,
the end user and ultimately what it will entail for the businesses that
move confidently into this area. Some of you may remember we ran a
short series about what Social CRM means to small business
Follow this blog
(http://ondemand-education.com/blog/?p=72) and how CRM On
Demand or Siebel Enterprise could be leveraged to deliver some
advantage.
Archive of Posts
We were especially excited therefore when the good people at
Buzzient (http://www.buzzient.com) let On Demand Education Ltd March 2012
loose on one of their Siebel CRM 8.1 demonstration environments. We February 2012
were able to really work through common, high-impact processes and January 2012
end user activities that really bring home the need for a business-
December 2011
based, rooted in reality approach to Social CRM and Social Media.
November 2011
Our demonstration environment was prebuilt with a Hotel Brand that October 2011
was about to have to manage some bad customer feedback, out there
September 2011
in the Social Media. And this meant using the integration between
Buzzient and Oracle Siebel CRM. Cleverly, they provide integrations August 2011
for Oracle CRM On Demand, Siebel Enterprise CRM and other CRM July 2011
systems – making it a good choice wherever you are in your CRM June 2011
lifecycle, and however big or small your operation might be. May 2011
The process of monitoring Social Channels such as Twitter is easy April 2011
from within the Siebel CRM User Interface, through a new Screen Tab March 2011
and the accompanying Dashboard.
Sign up for Newsletter
Email Address*
First Name
Dashboard Example for Siebel / Buzzient Integration Last Name
What makes it easy is the quick link to create a Service Request, as
well as the very cool Sentiment Analysis color-coding so we can * = required field
immediately pick up on issues visually. A nice feature is the ability to Subscribe
1 of 4 3/9/12 4:12 PM

2. On Demand Education Ltd – Blog - Putting Social into Siebel... http://ondemand-education.com/blog/?p=614&utm_source=twit...
create filters by brand, so where you have several keywords or
products that need to be monitored. powered by MailChimp!
The process of managing the interactions with the Customer, including
customer creation, Service Request creation as well as automatic
Activity creation back in Siebel CRM is pretty seamless.
Service Request from Buzzient
Operators in the Call Center can respond to the Twitter conversation
directly from within the Buzzient Siebel Integration, making it easier to
engage without having to switch to another window, and of course
making it easier to control the account under which the response is
sent (you can configure one or more Twitter accounts). The installation
of the integration is pretty straightforward and commonplace to most
Siebel CRM folk, comprising some SIF files to import and compile and
a Symbolic URL to set up.
Reply on Twitter in Siebel via Buzzient
Of course the entire history of the different tweets and responses are
collected and listed under the ever-useful and ever-present Activities
tab of the Service Request.
Activity History of Buzzient in Siebel
In a few days we will come and tell you about the Facebook integration
as well. But for now, this is Casey Cheng signing off. If you want to
learn more about the Buzzient Integration with Siebel CRM and CRM
On Demand, go to Buzzient.com today.
Tags: buzzient, siebel, social crm
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3. On Demand Education Ltd – Blog - Putting Social into Siebel... http://ondemand-education.com/blog/?p=614&utm_source=twit...
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One Response
Has anyone used Buzzient? Any thoughts? - Quora
March 9, 2012 at 7:19 pm
[...] Education blog published an article today about
Buzzient called: Putting Social into Siebel
CRM http://ondemand-education.com/bl…This answer .Please
specify the necessary improvements. Edit Link Text Show
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4. On Demand Education Ltd – Blog - Putting Social into Siebel... http://ondemand-education.com/blog/?p=614&utm_source=twit...
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