HP calls on Siebel for CRM

HP’s recent advertising is based around the theme of the customer plus HP. To make sure it keeps close to those customers, its going for what is believed to be the largest customer relationship management (CRM) implementation ever.

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By  Peter Branton Published  July 31, 2003

HP’s recent advertising is based around the theme of the customer plus HP. To make sure it keeps close to those customers, its going for what is believed to be the largest customer relationship management (CRM) implementation ever.

The vendor is using Siebel Systems eBusiness Applications suite as the core platform technology for a global CRM consolidation initiative, which will unite its sales, marketing and call centre staff as well as its partner network across the world through a single business customer information system. The roll-out may be across as many as 40,000 seats.

Previously, HP had relied on a variety of CRM applications across different business channels. By standardising on Siebel’s CRM solution, HP expects to make considerable financial savings while improving functions such as sales forecasting, lead management, and contact management.

Siebel eBusiness Applications provide an integrated platform enabling HP to drive operational efficiencies while also making it easier for our customers to do business with us,” said Mike Overly, vice president of customer operations for HP’s Global Operations. “We estimate that the Siebel deployment will return IT savings in the range of tens of millions of dollars,” he added.

HP has already completed the rollout to its direct sales team and is planning to integrate its contact centre staff with direct sales using Siebel’s call centre software. It will also use Siebel’s partner relationship management software to manage its hundreds of thousands of reseller partners around the world.

In the Middle East, HP was recently ranked as the best vendor for customer service by research firm Customer Respect Group.

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