Leading UK Retailer Uses Siebel eRetail Call Center to Enhance Customer Relationships and Increase Productivity
SAN MATEO, Calif.- March 4, 2002 - Siebel Systems, Inc. (Nasdaq: SEBL), the world`s leading provider of eBusiness applications software, today announced that Marks & Spencer, one of the UK`s leading retailers of clothing, foods, homeware and financial services, has standardized on Siebel eBusiness Applications. Using the rich functionality of Siebel eRetail Call Center, the market-leading call center software for retailers, the company is managing, synchronizing and coordinating customer interactions across multiple channels. By creating a centralized repository of information that call center professionals can draw upon when talking with customers, Marks & Spencer is driving call center productivity, enhancing customer service, and increasing service profitability.
With a mission to make aspirational quality available to all, Marks & Spencer is committed to delivering quality, value, service, and innovation. This dedication to excellent customer service is underpinned by a customer service center, which provides responses to general inquiries from customers regarding Marks & Spencer`s products and services. Owing to the volume of inquiries, it was struggling to provide a seamless, high quality service.
"Marks & Spencer is renowned for its quality of service," says Mike Christie, IT Program Manager, Marks & Spencer plc. "By introducing a comprehensive history of all current and historical customer interactions and service activities, Siebel eRetail Call Center ensures Marks & Spencer consistently delivers exceptional customer service in a highly productive, multichannel environment."
More than 100 call center agents rely on Siebel eRetail Call Center every day to manage, synchronize, and coordinate customer interactions across a multitude of channels - including email, telephone, post, and fax. When a customer telephones Marks & Spencer, a sophisticated PABX telephone system immediately routes their inquiry to the most appropriate agent, based on product knowledge, availability and other skills. In addition, each and every one of the 4,500 letters received weekly from customers are scanned electronically and processed quickly and efficiently using workflow automation-an approach which enhances the quality of customer service and increases agent productivity.
Up to 30 Marks & Spencer food and textile technologists are also using the integrated customer view to assist with the research and development of new products and services. In a few clicks, they can dynamically visualize which products and services receive the most customer inquiries, understand whether there are any underlying problems with the product quality, and identify product defects. This real-time information assists the technologists in eradicating product quality problems, and developing new products and services that reflect the precise needs of customers.
Marks & Spencer is one of the UK`s leading retailers of clothing, foods, homeware, and financial services. The company has more than 300 stores located throughout the UK, providing nearly 12.5 million square feet of selling space. Serving ten million customers every week, Marks & Spencer has a group turnover in excess of $11 billion.
Siebel eRetail: A Comprehensive CRM Solution for Retail
Siebel eRetail enables retailers to attract, engage, and retain their best customers. Fully integrated marketing, sales, and service applications provide retailers with the ability to interact with their customers over multiple channels of communication, creating a single source of information for tailoring product and service offerings to meet the unique needs of each customer. The result is an enhanced ability to satisfy customers virtually anytime, anywhere, through all sales or service channels.
About Siebel Systems
Siebel Systems, Inc. (Nasdaq: SEBL) is the world`s leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness applications software, enabling multichannel sales, marketing, and customer service systems to be deployed over the Web, call centers, field, reseller channels, retail, and dealer networks. Siebel Systems` sales and service facilities are located in more than 37 countries. For more information, please visit Siebel Systems` Web site at www.siebel.com.
Siebel Systems, Inc.
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