Sanyo Electric has deployed Siebel eBusiness Applications as the platform on which a customer relationship management (CRM) framework will be constructed for Sanyo Electric's Quality, Customer Satisfaction (CS), and Environmental Unit Customer Contact Centre.
Sanyo plans two Siebel-based initatives. First, the CRM application will enable Sanyo Electric to leverage data gathered from its Customer Contact Centre, as well as information on service quality in the markets to bolster customer satisfaction and develop more customer-focused products and services. Second, the efficiencies expected from the deployment will allow Sanyo Electric to boost operating productivity in all related sectors.
The implementation of Siebel Call Centre is intended to strengthen the relationship between the company's Customer Contact Center and its repair services. Sanyo Electric's new centralised database will include customer contact information as well as product and repair data.
The first phase of implementation was completed in June 2003, completing a process that began in March 2003 after careful preinstallation planning. Further phased implementation will continue until September 2003.
The deployment will allow the center to gather and analyse market data and customer information, as well as handle an expected increase in call volumes and customer inquiries, while still providing better quality of service and thereby improving customer satisfaction.
"We quickly realised that the Siebel Call Center solution, based on industry best practices in call center operations, offered the most comprehensive functionality for meeting Sanyo Electric's needs," said Rieko Shioda, Manager of the Quality, CS, and Environmental Unit's Customer Contact Center.