|
Telecom
Italia Group Standardizes on Siebel eCommunications
Siebel Systems, Inc., a provider of multichannel eBusiness applications
software, announced that Telecom Italia Group, Italian communications
provider, has standardized on Siebel eCommunications across the
organization to increase revenues and enhance customer loyalty.
In one of the world's largest Siebel eBusiness Applications deployments,
the company is using the rich functionality of Siebel eCommunications—a
comprehensive suite of eBusiness applications that enable service
providers to manage, synchronize, and coordinate sales, marketing,
and customer service across all communication channels and points
of customer contact—to provide a best-practice approach to
sales, marketing, and service.
Italy's premier communications provider is responding to market
challenges by executing on its strategy to increase customer loyalty.
To help drive this strategy, Telecom Italia Group has selected
Siebel eBusiness Applications as its standard platform for multichannel
customer relationship management (CRM) across all of its business
units worldwide.
As one of the world's largest CRM deployments, the Group has successfully
developed an enterprise-wide customer-centric strategy to increase
revenues, maximize the customer experience, and sustain long-term
customer loyalty.
One of the Group's first implementations was at Telecom Italia
Mobile (TIM)—Europe's largest single wireless network carrier
with almost 24 million subscribers. TIM has deployed Siebel eCommunications
to 7,000 sales and customer service personnel.
Seamlessly integrated with specialized billing applications and
provisioning systems, Siebel eCommunications gives TIM a unified
view of its customers across all channels. By providing fine-grained
customer information that enables the company to more precisely
segment and target its customers, TIM has improved its service and
sales processes, resulting in increased revenue and reduced churn.
Telecom Italia Domestic Wireline has also selected Siebel eCommunications
to support voice and data sales and services to 21 million residential
customers and 1 million business customers. Siebel eCommunications
will enable more than 15,000 contact center agents, sales representatives,
and channel partners to access consistent, up-to-the-minute sales,
credit, billing, and customer care information.
By transforming the company from a product-centric to a customer-centric
organization and implementing comprehensive, best-practice order
and billing processes, Telecom Italia Domestic Wireline will increase
sales effectiveness, improve organizational efficiency, and enhance
customer satisfaction and loyalty.
"To sustain Telecom Italia Group's technological and market
leadership, the Group must introduce innovative means of acquiring
and retaining customers," said Carlo Ruggero Garbieri, COO,
Information Technology Group, Telecom Italia Group.
"Using the business processes based on best practices in Siebel
eCommunications, Telecom Italia Group is building an integrated
understanding of its customers and business partners. This customer-
and partner-focused strategy will enable the Group to develop a
significant number of new customer relationships, enhance service
for existing customers, integrate our business partners, and build
customer loyalty."
|
Products & Services 
