Siebel Systems is extending the capabilities of its hosted offering to include customer support.
The company said its online Siebel CRM OnDemand - UpShot Edition now has a customer-support module which can deliver functions to a user's desktop that enable comprehensive case management.
The software now includes customer and interaction support for sales and marketing operations, and companies using the software will also be able craft workflows and automate customer-request responses, problem resolution and post-sales care processes. Users can also measure customer satisfaction and do cross-selling and upselling.
Siebel CRM OnDemand vice president Keith Raffel said, "The release of the new support module helps companies focus on their best prospects - their current customers."
Among the features of the new module are e-mail tracking and management, the ability to create customer satisfaction management indexes, and the ability to let customers check on the status of their own cases.
Marc L Songini writes for Computerworld