Siebel Call Center Application and
Siebel Enterprise Solution for Major
Transportation Services Provider
Leading Transportation Services Provider
– Green Bay, WI
The Client The Client chose Siebel Call Center Application and Siebel
This client is one of the world's largest providers of premium Universal Customer Master Enterprise Solution, and quickly
truckload and intermodal services with over 15,000 trucks and leveraged iGate Mastech's deep CRM expertise for the crucial
47,000 trailers. The organization provides one-way van, expe- task of scoping, prioritizing, and phasing the Siebel implementa-
dited, dedicated, and intermodal offerings, as well as truck bro- tion.
kerage.
Technology and Functionality
As North America's largest private truckload carrier, This Client
moves freight and creates innovative transportation solutions that
are designed to solve customers' transportation needs across a
wide spectrum of service offerings.
Segmented business units focus on specialized services such as:
î Liquid chemical transportation
î Industrial glass transportation
î Bulk Carrier Services
î Specialized equipment shipping
î Commercial financial services and leasing
î Dynamic freight payables services
The client's success is achieved largely through expansive fleet
capacity, strong relationships with partner carriers, and leverag-
ing leading transportation technologies. This client shares iGate
Mastech's view on the importance of adopting cutting edge tech- The Solution
nologies to improve business processes, and was among the first IGate Mastech deployed a team of high-caliber Siebel Resources
transportation providers to connect all trucks by two-way satellite, along in conjunction with our partner IBM, for the following
an early adopter of global positioning systems, and in-cab email phases of the project:
capabilities.
î Business Analysis/Requirements Gathering
The Challenge î Design
Managing the accounts, contacts, and products across different î Development
business units is a daunting challenge for an organization of this
breadth. The organization needed a system that would enable a Following a detailed scoping process, the team outlined the
360-degree view of the customers and prospective customers. objectives of the project and set out to deliver a solution that met
The client determined that the best way to solve this challenge the business objectives.
was to implement a robust CRM application and embark on inte-
gration of existing systems into the new application.
NORTH AMERICAN HEADQUARTERS
iGATE Mastech U.S.A. — www.igatemastech.com
1000 Commerce Drive, Suite 500 | Pittsburgh, PA 15275
tel: 1.888.330.5497 | email: info@igatemastech.com
iGATE Mastech Canada
5800 Explorer Drive, Suite 401 | Mississauga, ON L4W 5L4
tel: 1.800.807.2222 | email: enquiries@igatemastech.com
Siebel Call Center Application and
Siebel Enterprise Solution for Major
Transportation Services Provider
Leading Transportation Services Provider
– Green Bay, WI
iGate Mastech played an integral role in the success of the proj- The project successfully delivered on all of the goals set out dur-
ect, and managed some of the most labor-intensive, and com- ing the scoping process including:
plex areas of the assignment including:
î Delivered a new integrated call center desktop application
î Spearheaded data loading efforts from legacy systems into with robust functionality for the call center agents
the Siebel database î Integrated the new desktop with all other systems for effec-
9 Provides Legacy data in the new desktop application tive utilization of information available across the systems
î Implemented eMail response feature î Increased efficiency of existing business processes
9 eMails written by the customers and prospective cus- î Improved overall Customer Service Experience by measura-
tomers to our client will automatically create activity bly reducing the call handling time (through the new appli-
records be routed it to the agents based on the skill and cation)
experience parameters î Managed the Client's Accounts and Contacts in an effective
î Designed and developed Real-time Integration between way that achieved buy-in and acceptance from the service
Siebel CRM and UCM applications for Account and team
Contact management
9 Created and updated the Account/Contact records The professional approach iGate Mastech consultants took, par-
through Siebel and maintaining them in Siebel UCM ticularly in the complex data-loading stages of the project,
î Integrated Siebel Analytics with Siebel Call Center brought many accolades and much appreciation from the client,
9 Provides the statistical analysis of Accounts, Contact and and helped the project complete on time, and within the estab-
products while helping the customer lished budget parameters.
î Completed performance tuning
9 Tuned the application at Application, Database, and At the time of print, iGate Mastech is currently working with the
server levels resulting in an improved overall perform- Client on Phase II planning.
ance of the system
Some of the largest challenges to the on time, and on budget
completion of the project were overcome by iGate Mastech con-
sultants; troubleshooting the 'eMail response' business process
and proving the right implementation practices were time-con-
suming, and complex aspects of the project. By providing Siebel
Consultants deep with relevant experience, iGate Mastech was
able to offer the clients an efficient manner of overcoming these
challenges.
NORTH AMERICAN HEADQUARTERS
iGATE Mastech U.S.A. — www.igatemastech.com
1000 Commerce Drive, Suite 500 | Pittsburgh, PA 15275
tel: 1.888.330.5497 | email: info@igatemastech.com
iGATE Mastech Canada
5800 Explorer Drive, Suite 401 | Mississauga, ON L4W 5L4
tel: 1.800.807.2222 | email: enquiries@igatemastech.com
