Life sciences CRM services firm C3i has standardised its customer support and services operations on Siebel eBusiness Applications.
C3i offers customer management services specifically tailored to a company's needs through professional services, end user support, and managed services to a wide array of "blue chip" clients nationwide.
To support the company's expanding roster of life sciences customers, C3i is deploying Siebel Field Service to create a more efficient support centre that will provide a seamless view of each customer. C3i is using Siebel Field Service to enhance reporting capabilities in its help desk and asset management units.
The company handles all customer interaction through its help desk channel, which receives inquiries by telephone, email, fax, and a recently launched Siebel eService portal. With a unified view of the customer, all teams working on customer-related issues will share and update the same information, thus helping to reduce cycle times and resolution times.
With a complete view of each customer's activities, C3i's end user support services staff should be able to better understand their customers and be able to provide quicker issue resolution and dramatically improve productivity and effectiveness.
More than 300 C3i employees are currently using Siebel eBusiness
Applications, which will increase to more than 500 when the
implementation of Siebel Field Service is complete. C3i says it chose Siebel eBusiness Applications based on its strong partnership with the
company and the comprehensive functionality of Siebel products.