INTTRA to deploy Siebel eCRM solution to boost customer service

Building and maintaining long-term customer relationships is an important aspect of INTTRA's business plan. To boost the quality of service for its customers in the international transportation industry INTTRA has deployed a suite of Siebel products from Siebel Systems Inc.

This Customer Relationship Management (CRW) wolution will assist INTTRA in meeting the general demand for personalised interaction between customers and service providers. The Siebel solution enables INTTRA to communicate with each customer in a providing a consistent first class customers service across all the participating carriers based on the customers only communicating their needs once.

The Siebel system is designed to assist the Customer Relationship Management (CRM) processes, both on and offline. This includes an ability to co-ordinate customer interaction over multiple communication channels including the Internet, e-mail, phome and fax.

One of the INTTRA CRM offerings will include a dedicated and secure web-based partner portal, which enables INTTRA to work closely with all partners (exchanges, trading portals, ocean carriers etc.) to obtain a common goal of providing a first class customer service. The overall benefits of this initiative will be rapid and professional responses to all customer enquireds.

Siebel will provide a single customer view enabling quick and accurate solutions to technical questions regarding INTTRA's web interface INTTRA's customer service centres will also be able to assist customers in troubleshooting and solving general IT problems preventing customers from accessing or using INTTRA. All customer service requests will be tracked and prior solutions will be leveraged to provide quick resolutions. All service representratives will be knowledgeable in providing information about INTTRA's current and pending set of functionality.

Several additional eCRM initiatives will be launched from INTTRA, all driven by the relevance to the customers and learning points from the different customer interaction processes across all channels (web-protal, customer service centre, sales representatives etc.)