+ Self Service features

Sales

• Multimedia product catalogues
• Product search tools including full-text search and parametric search based on product attributes
• User-specified product comparison
• Distributed catalogue administration allowing multiple vendor catalogues
• Customer profiling and personalization using Siebel Personalization
• Customizable order management processes using Siebel Business Process Designer
• Support for recurring and nonrecurring charges
• Flexible account management

Online shopping baskets, quotes, and orders

• Favourites lists of items allowing customers to find the items and buy them again
• Quote templates for faster ordering
• Order approval processes
• Streamlined checkout processes
• Integration with third-party taxation and payment processing applications

Optional modules

• eAdvisor for Web-based needs analysis
• eConfigurator for Web-based product configuration
• ePricer for one-to-one pricing and promotions using custom price lists
• Complex order processing using the Business
  Process Designer

Service and support

Service Request Management

Submit and track service requests for issues, problems, and product repairs, returns or exchanges. The customer can attach documents to help communicate a service issue. A service agent can add solutions or documents relating to the problem. Workflow process can be activated to notify a customer by email whenever an agent updates a service request.

Order Tracking

Track the status of all orders, including purchase, RMA Advance exchange, RMA repair return, RMA return, repair, sales, service, and sales orders.

Manage Assets

Manage products through their entire life cycle. Register products, receive product news and literature, track warranty agreements, and receive recommendations on scheduled services.

Searchable Knowledge Base

Access an integrated, searchable knowledge base that consists of knowledge items such as solutions to problems, product news, resolution documents, downloads, documentation, literature, and general documents. Knowledge retrieval methods include full-text search, natural language search, database query, or navigation through the hierarchical knowledge categories.

Full Text Search

Search for information throughout the eService site. Search results are ranked by relevancy and personalized visibility.

Interactive Troubleshooting Instructions

Troubleshoot problems or view instructions on how to perform a task.

Branch Locator

Locate the nearest retail or service locations and receive map and directions from an online map service provider.

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