BMO and Siebel
From BMO's Siebel business case (IBM business case):
Mr. Sutherland adds perspective from the vantage point of the business users. “We had a number of points we wanted the solution to cover,” he says. “Enhancing data quality, bringing the Siebel campaign management capabilities to more users and adding event triggers to our marketing capabilities were key. Also, instituting a Customer Solutions Initiative, adding pre-approvals to our marketing, investigating differentiated service, and adding data quality competency were top-of-mind.”
“The addition of Siebel has helped us avoid a number of costs,” notes Mr. Sutherland. Right now, all of the commercial users at the bank--approximately 2,000--and another 2,000 in the customer contact center capitalize on the functionality delivered by Siebel. Adding the face-to-face employees will mean another seven to eight thousand users. “Ultimately, we anticipate about 17,000 users onboard accessing the Siebel database,” he says. Adds Mr. Erschen, “Also, it’s notable that we made conscious architectural decisions to build one instance of Siebel, and not fall into the trap of building separate systems for separate areas. It was important to us that we build with the customer in mind, and this means our systems needed to be multi-channel, multi-customer segment, multi-product...multi-everything!"