SNCF Drives Customer Loyalty With Siebel Systems and Accenture; Major European Rail Company Expects up to 25 Percent Revenue Inc
17 1월 2006 - 11:00PM
Business Wire
Siebel Systems, Inc. (Nasdaq:SEBL), a leading provider of
customer-facing solutions, today announced that Societe Nationale
des Chemins de Fer Francais (SNCF) -- the French state-owned
railway company -- is gaining significant business value from
Siebel solutions and its implementation by Accenture. With Siebel
Business Analytics, Siebel Call Center, Siebel Marketing, and
Siebel Loyalty Management, SNCF anticipates up to a 25 percent
revenue increase in the customer loyalty segment. The company's new
subsidiary, CRMServices, has used Siebel Systems to provide a
critical link between loyalty and marketing, and will potentially
reach 3 to 5 million customers through targeted promotions. "This
project is critical to our ongoing success as a leading European
land transportation organization," said Sylvie Latour, CEO of
CRMServices, SNCF. "We are redoubling our efforts to improve
customer satisfaction and we recognize that Siebel's best-of-breed
technology will enable us to do this." SNCF is one of the key
players in Europe's vast and sophisticated land transportation
network. Each year, the company manages more than 16 million
passengers and 135 million tons of freight. The company's annual
revenues are greater than $5 billion. In the highly competitive
European transportation sector, customers typically have many
options when traveling from point A to point B. The growing
presence of air travel Internet sites and the rise of low-cost air
carriers, in particular, pose a significant threat to the market
share of traditional rail carriers. In its ongoing efforts to
become a high-performance business, SNCF wanted to build on its
record of customer service success. One way to do this involved
joining the S'Miles multibrand loyalty program, which includes
other French-based companies such as Galeries Lafayette and Casino.
Under this program, SNCF's top customers received loyalty rewards
once they provided identifying information about themselves. For
the first time, SNCF had customer data that provided insights into
the specific travel and purchase behaviors of its most valuable
customers. By expanding and reengineering its loyalty program, the
company believed it would be able to gain valuable insights of a
much broader base of customers. This knowledge could, in turn, be
used to design more targeted marketing and sales promotions for
many more customer segments. With Accenture's help, SNCF has
developed a dedicated capability to build loyalty and create
marketing campaigns for its most valued customers. According to
Latour, "Our new subsidiary, CRMServices, provides a critical link
between loyalty and marketing and is on track to not only help SNCF
generate significant savings, but also to reach 3 to 5 million
customers through targeted promotions. With a keen focus on
marketing and customer strategy, the Accenture team is enabling us
to better target its key clients while optimizing pricing." SNCF
selected Siebel's Loyalty Management solution because it delivers a
360-degree view of customer behavior across all channels and
customer touchpoints. As a result, SNCF can better understand each
customer's lifetime value and tailor service levels and promotions
accordingly. In addition, Siebel Loyalty Management enables SNCF's
business users to quickly and easily modify loyalty programs on an
ongoing basis, without the help of internal IT resources. The
implementation of the first two solution modules -- Siebel Loyalty
Management and Siebel Call Center -- was completed in just seven
months. The remaining modules were deployed one month later. The
success of this project is due, in a large part, to Accenture's
keen ability to marshal resources to meet SNCF's ambitious business
objectives. According to Cyril Garnier, CIO of CRMServices, "We
selected the Accenture/Siebel proposal because it was innovative,
flexible, and simple, with a single solution for the entire domain,
from loyalty program management to data mining and call centers.
Accenture's experience in customer relationship management and the
company's record in maximizing marketing return on investment were
key to our decision." Siebel Customer Adaptive Solutions, which
encompass all Siebel product and service offerings, including the
Siebel CRM solutions, enable organizations to better understand and
adapt to the needs of their customers in response to rapidly
changing business requirements. Companies embracing Siebel Customer
Adaptive Solutions will be able to more effectively and quickly
anticipate customer needs, realign their customer-facing business
processes for systemic and consistent improvement, and direct the
right actions across their business to maximize customer
satisfaction and profitability. For more information, please visit
www.siebel.com. About Accenture Accenture is a global management
consulting, technology services and outsourcing company. Committed
to delivering innovation, Accenture collaborates with its clients
to help them become high-performance businesses and governments.
With deep industry and business process expertise, broad global
resources, and a proven track record, Accenture can mobilize the
right people, skills, and technologies to help clients improve
their performance. With more than 123,000 people in 48 countries,
the company generated net revenues of US $15.55 billion for the
fiscal year ended Aug. 31, 2005. Its home page is
www.accenture.com. About Siebel Systems Siebel Systems is a leading
provider of software solutions and services that drive value and
loyalty in client-customer relationships, providing best-in-class
capabilities in on premise and hosted customer relationship
management (CRM), business analytics, and customer data
integration. Siebel's new Customer Adaptive Solutions enable
organizations to model their customer-centric business processes in
order to drive the most effective customer interactions, gain
increased insight over time, and continually realign those
processes for systemic and consistent improvement. With more than
$2 billion in R&D investments, 11-plus years of customer
software experience, an extensive global ecosystem of alliance
partners, and more than 4,000 customers and 3.7 million live users,
Siebel is the proven choice in helping organizations of all types
and sizes achieve customer-driven business results. For more
information, visit www.siebel.com. For more information on Siebel
Systems solutions and services, please visit our Web site: CRM -
http://www.siebel.com/crm; OnDemand Solutions -
http://www.crmondemand.com; Industry CRM -
http://www.siebel.com/industry-crm; Call Center & Service -
http://www.siebel.com/call-center; Sales Force Automation -
http://www.siebel.com/sales-force-automation; Marketing Automation
- http://www.siebel.com/marketing-automation; Business Intelligence
- http://www.siebel.com/business-intelligence; Integration
Solutions - http://www.siebel.com/integration-solutions; CRM
Services - http://www.siebel.com/crm-services Except for the
historical information contained herein, this press release
contains forward-looking statements that involve risk or
uncertainties. Future operating results of Siebel Systems may
differ from the results discussed or forecasted in the
forward-looking statements due to factors that include, but are not
limited to, risks associated with our pending merger with Oracle
Corporation, customer relations, such as the availability of Siebel
Systems' products and services, customer implementation of products
and services, relationships with customers, third-party vendors and
systems integrators, concentration of revenues in a relatively
small number of customers, existence of errors or defects in
products, ability to successfully manage growth, significant
current and expected additional competition and the need to
continue to expand product distribution and services offerings.
Further information on potential factors that could affect the
financial results of Siebel Systems are included in Siebel Systems'
Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its
other filings with the Securities and Exchange Commission, which
are available at www.sec.gov. Siebel Systems assumes no obligation
to update the information in this press release. Siebel is a
trademark of Siebel Systems, Inc. and may be registered in certain
jurisdictions. All other product and company names mentioned are
the property of their respective owners and are mentioned for
identification purposes only.
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