Norwegian insurance company Vesta Forsikring increased the percentage of customer service requests closed the same day by 20% in 12 months by implementing Siebel Insurance to create a single customer view across channels; Siebel Insurance allowed agents to resolve inquiries quickly while recommending additional products, and helped increase cross-selling capabilities. Vesta Forsikring previously relied on 30 separate applications to manage customers across channels, leading to inefficient processes, but Siebel Insurance integrated all customer data and activities.

1. November 30, 2004 09:01 AM Eastern Standard Time
SAN MATEO, Calif.--(BUSINESS WIRE)--Nov. 30, 2004--
Norwegian Insurance Company Completes 20 Percent More Same-Day Service
Requests Using Siebel Insurance
Siebel Systems, Inc. (Nasdaq:SEBL), a leading provider of business applications software, today
announced that Vesta Forsikring, part of TrygVesta, the second-largest Nordic insurance group, has
increased the number of customer service requests closed the same day by 20 percent in 12 months using
Siebel Insurance. By synchronizing customer portfolio information across every channel of interaction, this
leading Norwegian general insurance company has also increased the percentage of "one call resolution"
cases and significantly improved its cross-selling and up-selling capability.
"Siebel Insurance is the starting point for every customer interaction across every channel of
communication," said Hallvard Natvik, Head of IT Strategy, Architecture and Methodology, TrygVesta. "The
rich, prepackaged functionality in Siebel Insurance allowed Vesta Forsikring to rapidly integrate policy,
claims, billing, and other back-office systems around the customer. However customers choose to
communicate with Vesta, we have the information to provide a rapid response while recommending
complementary insurance products to the customer to enhance their overall portfolio."
Whenever a customer contacts Vesta through its preferred channel to create a new insurance policy,
request a quotation, make a claim, or inquire about an existing proposal, the integrated customer view
enables agents to resolve the inquiry quickly, efficiently, and to the satisfaction of the customer. In the 12
months following the introduction of Siebel Insurance, the company has increased the percentage of
requests closed the same day by 20 percent.
Vesta Forsikring previously relied on up to 30 separate applications to manage customer relationships,
spanning everything from customer profiles and insurance policies held to quotes, activities,
correspondence, and marketing campaigns. This fragmented customer view led to customers repeating
their inquiry and a limited flow of intelligent information as customers switched between channels. Vesta
Forsikring's vision was to connect all customer data and customer-related activities across channels and
products.
Vesta Forsikring chose the leading insurance industry-specific CRM solution, Siebel Insurance, to
spearhead its drive to become a more agile, customer-focused general insurance services business. Siebel
Insurance has created a single, complete view of hundreds of thousands of customers across multiple
VestaForsikringIncreasesCross-Sellingand``FirstCall''Service
RequestResolutionwithSiebelInsurance

2. channels, including its 40 district offices, the telephone, Internet, and email. During the next phase of the
program, the solution will be rolled out across 80 franchise offices. Using this synchronized portfolio
information, agents up-sell and cross-sell related insurance services more easily. For example, if a customer
calls to arrange property insurance, the agent may recommend building insurance or personal effects
insurance. Alternatively, the agent may take the opportunity to promote segment-focused insurance
solutions. Also, Siebel Insurance enables Vesta to collect a comprehensive file of customer-specific
underwriting data across all lines of business, thereby increasing the effectiveness of underwriting and fraud
detection.
The comprehensive suite of applications within Siebel Insurance enables insurance companies to manage,
synchronize, and coordinate all customer touchpoints across any channel of interaction. Siebel Insurance
also provides industry-specific insurance capabilities to meet the needs of organizations that manage
multiple sales and service channels, including direct sales, captive and independent agencies, brokers, call
center customer service and claims service organizations, service providers, and field claims adjusters.
Siebel Systems pioneered the industry-specific application model and today delivers 21 industry
applications and more than 100 industry-specific solution sets. These solutions, which include Siebel
Insurance, enable companies to establish a single, enterprise-wide view or their customers and execute key
customer-facing business processes more efficiently and effectively.
For more information, please visit www.siebel.com/insurance.
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 4,000
customer deployments worldwide, Siebel Systems provides organizations with a proven set of industry-
specific best practices, CRM applications, market-leading analytics products, 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 on Siebel Systems solutions and services, please visit our Web site: CRM -
http://www.siebel.com/crm; OnDemand Solutions - http://www.crmondemand.com; Industry CRM -
http://www.siebel.com/industry-crm; Call Center and Service - http://www.siebel.com/call-center; Sales
Force Automation - http://www.siebel.com/sales-force-automation; Marketing Automation -
http://www.siebel.com/marketing-automation; Business Intelligence - http://www.siebel.com/business-
intelligence; Integration Solutions - http://www.siebel.com/integration-solutions; CRM Services -
http://www.siebel.com/crm-services.
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.
Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product
and company names mentioned are the property of their respective owners and are mentioned for
identification purposes only.

3. Contacts
Siebel Systems, Inc.
Shabana Khan, 650-477-1180
shabana.khan@siebel.com