Bayer Diagnostics Implements Siebel eBusiness Applications

Business Wire, Sept 18, 2002

Business Editors and High-Tech/Medical Writers

SAN MATEO, Calif.--(BUSINESS WIRE)--Sept. 18, 2002

Integration with SAP R/3 ERP Systems Enables

Leading Medical Diagnostics Business to Resolve

Customer Inquiries Rapidly and Efficiently

Siebel Systems, Inc. (Nasdaq:SEBL), a leading provider of multichannel eBusiness applications software, today announced that Bayer Diagnostics, one of the largest medical diagnostics businesses in the world, is experiencing improved service effectiveness and productivity using Siebel eBusiness Applications in Europe. By integrating Siebel Field Service and Siebel Call Center with its SAP R/3 enterprise resource planning (ERP) systems across Europe, the company is consolidating all the information systems involved with serving the customer, enhancing customer satisfaction and loyalty.

Bayer Diagnostics' broad portfolio of products, including diabetes self-testing products, laboratory systems, point-of-care, and critical care diagnostic systems, are serviced by a highly skilled team of service professionals. Using Siebel Call Center -- Siebel Systems' product that allows customer service centers to significantly reduce operational costs by enabling agents to handle blended service, support, and sales interactions -- and Siebel Field Service -- which enables service organizations to dramatically improve the productivity and effectiveness of their service professionals -- the company now has a single, seamless view of the physicians, hospitals, and healthcare customers who comprise its installed instrument base.

The best-practice business processes embedded in Siebel Call Center enable Bayer Diagnostics' customer service representatives to automatically access necessary transactional data contained within SAP R/3 to seamlessly deliver superior customer service. When a customer contacts Bayer Diagnostics, one of five local-language European call centers resolves the inquiry using the integrated knowledge management technologies that are part of the Siebel solution. Powerful searching capabilities assist customer service representatives in locating information quickly and easily from technical documentation, product specifications, operating procedures, frequently asked questions (FAQs), and known customer service solutions. Information generated through this problem resolution and solutions management technique can also be shared worldwide within the organization for improved product design and development. By streamlining the management of customer service inquiries, Bayer Diagnostics is driving productivity, delivering superior customer support, and enhancing customer loyalty.

If the inquiry cannot be resolved at the initial point of contact, the customer service representative schedules an appointment for a field service engineer to visit the customer site, based on the engineer's location, availability, and expertise. Siebel Field Service provides the service professional with a real-time, comprehensive picture of the customer profile -- including the Bayer Diagnostics system the customer has installed and any historical or outstanding service requests -- which ensures that the inquiry is resolved rapidly and appropriately. Preventive maintenance, instrument repair, order management, and inventory replenishment can all be administered during the field service visit.

"Siebel Field Service and Siebel Call Center are playing important roles in driving Bayer Diagnostics' service performance," says Dirk Hessel, project leader, Bayer Diagnostics Enterprise Europe. "By integrating with our SAP R/3 ERP systems, the Siebel software enables our European service professionals to deliver exceptional service at every step, for enhanced customer loyalty."

About Siebel Systems

Siebel Systems, Inc. is a leading provider of eBusiness applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customers worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 28 countries.

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 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.