Siebel CRM | CRM Case Studies

Siebel CRM: Crossroads improves service with while minimizing investment

Crossroads is a leading customer service organization providing complete call center services for departments within large organizations. They serve clients in travel, hospitality, and other service-driven industries. They often handle more than 25,000 inbound contacts per month across phone, fax, email, and Internet channels.

Crossroads needed a hosted contact center and customer relationship management (CRM) solution that would empower world-class service on behalf of their clients. The company also had to minimize up-front investments and remove IT maintenance and support requirements.

They choose Siebel
Crossroads selected Siebel Contact OnDemand and Siebel CRM OnDemand as the foundation for its customer service platform. Key decision factors included the applications' flexibility and scalability and robust functionality. Crossroads also liked Siebel Systems' reputation for continuous improvement.

Benefits
Using the combined Siebel offering, Crossroads can support its contact center agents across multiple sites; rapidly respond to peaks in call volume; easily share performance metrics with its clients; support more than 40 unique toll-free numbers; and automatically assign service requests and ticket numbers to each incoming call, accelerating customer call resolution. "We specialize in providing world-class customer service for our clients," said Crossroads' CEO, "and the Siebel solution allows us to do just that."

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