Great Plains Beefs Up Siebel Front Office for EC

[Mississauga, CANADA] Great Plains (NASDAQ:GPSI) is shipping its
Siebel Front Office 6.0, a comprehensive, Web-enabled and integrated
customer relationship management (CRM) solution for midmarket

The new release features significant customer-driven e-business
enhancements based on Siebel eBusiness, MidMarket Edition. It
includes new e-business applications such as eCustomer and
eCampaigns, as well as enhancements to existing applications such as
eChannel, Sales, Service, and Call Center.

The enhancements, coupled with end-to-end integration to Great
Plains’ e-commerce and back office applications, make it easier for
customers to take advantage of the global e-business network.

“Great Plains’ strategy is to seamlessly integrate our front office
applications and our back office applications so that we can provide
an end-to-end view of the customer lifecycle,” said Don Nelson, vice
president and general manager of the Front Office group at Great

“With Release 6.0’s new functionality and tight integration to our
back office applications, we’re providing a distinct competitive
advantage to customers, enabling them to take full advantage of

Enhancements have been made to virtually every major application
within the product. These include eCustomer and eCampaigns.

eCustomer combines e-commerce sales and customer self-service through
an integrated Web application for selling and servicing all customers.

eCampaigns allows customers to create, execute and assess e-mail and
Web-based marketing campaigns. Marketers can execute personalized
marketing campaigns via e-mail for one-to-one marketing and content

eMail Response, an e-mail response management system, allows agents
to respond to a high volume of incoming messages. New template
responses allow agents to communicate in a knowledgeable and
consistent way.

CTI Complete integrates with Great Plains Front Office data to let service
reps know the customer’s history once the call is answered–even before the
first word is spoken–increasing productivity and customer satisfaction
while decreasing the length of calls.

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