Michelin Brazil, the South American subsidiary of the global tire manufacturer Michelin, has completed a roll out of Siebel Call Centre and Siebel Field Service in the initial phase of a multi-channel customer service initiative.
In Brazil, Michelin has a manufacturing and distribution organisation, headquartered in Rio de Janeiro. Michelin Brazil decided to implement an eBusiness solution that would enable the company to streamline workflow, improve productivity, and allow employees to focus on enhancing sales and providing superior service. With Siebel Call Centre and Siebel Field Service, Michelin Brazil has a single, uninterrupted view of the customer, regardless of the interaction channel, including the telephone, face to face, fax, and mail. The resulting centralised data source that eliminates redundant service requests and reporting, improving efficiency.
Michelin Brazil uses a network of mobile service professionals to manage relationships with the country's tire resellers who stock and sell Michelin tires. The Siebel system means that customer information generated through this face-to-face channel is visible throughout the organisation and enable Michelin to manage its field service operations, including order management, contract management, and dispatch and scheduling optimisation.