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Business Services Industry

Zurcher Kantonalbank Builds Customer Loyalty and Increases ''Footprint'' with Existing Customers Using Siebel Finance; Leading Swiss Bank Standardizes on Siebel Finance and Siebel Marketing to Grow Relationships with Its 1 Million Customers

Business Wire, August 29, 2005

SAN MATEO, Calif. -- Siebel Systems, Inc. (NASDAQ:SEBL), a leading provider of customer-facing solutions, today announced that Zurcher Kantonalbank (ZKB) has increased its "share of wallet" with existing customers and has enhanced customer loyalty using Siebel business applications. Switzerland's third-largest bank has deployed Siebel Finance and the Siebel Enterprise Marketing Suite to 3,800 staff -- nearly the entire workforce -- to create a single, complete view of more than 1 million retail finance customers across multiple channels. Additionally, Siebel business applications have reduced the bank's total cost of ownership by eliminating many legacy applications and manual processes.

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"We needed a consolidated view of our customers in our 114 branches, on the Internet, and on the telephone. The choice was clear -- Siebel Systems offers the expertise, the talent, and the broad CRM functionality out of the box to help us achieve that objective," said Juerg Leutwiler, Program Manager, ZKB. "Siebel Finance and Siebel Enterprise Marketing allow ZKB to understand what really matters to our customers. Everything we need to know about them is captured in one unified system. This means we can effectively target customers with compelling financial solutions and ensure they receive consistent, rewarding service."

ZKB is the leading financial institution in Switzerland's capital city of Zurich, offering customers a wide range of retail, corporate, and institutional banking services. Although ZKB acts and thinks globally, public legislation limits the bank to serve only those customers who live in the Canton region of Zurich. Already, more than 50 percent of the 2 million inhabitants of this region are customers of ZKB, so the company's principal focus is on retaining these customers and expanding the bank's "footprint" with each.

Traditionally, information concerning ZKB's customers, cash and savings data, and credit and investment banking information all resided in separate, host-based systems. These disconnected information sources made it difficult for the bank to present one consistent face to the customer and effectively target customers with offers. The bank responded with ZKBconnect -- a single, bank-wide sales and distribution system.

Today, more than 3,800 ZKB sales, marketing, and service professionals rely on Siebel Finance and Siebel Enterprise Marketing to manage relationships with more than 1 million customers. When a customer visits one of the branches or telephones the bank, the customer service representative has a 360-degree, unified view of the customer, including an in-depth profile, account details and status, recent transaction history, and the status of any outstanding service inquiries.

This integrated customer view is the foundation for the success of ZKBconnect. The bank now knows who its customers are and is able to care for their individual needs. Together, Siebel Finance and Siebel Enterprise Marketing enable ZKB to adopt a consistent approach to managing customer relationships and design solutions around their needs. Most importantly, Siebel Finance and Siebel Enterprise Marketing are helping ZKB to achieve a higher degree of customer satisfaction and an increased share of wallet.

Siebel Enterprise Marketing is used to coordinate multichannel marketing campaigns aimed at maximizing sales effectiveness. In fact, every marketing campaign is now managed using Siebel Enterprise Marketing. It is used to segment groups of customers, compile lists for campaigns, and then execute the campaign over the chosen channel. When a customer responds to a campaign, ZKB automatically logs that response in Siebel Enterprise Marketing. This way, when one of the bank's representatives next speaks to a customer, the representative is aware that the customer is interested in the promotion and will engage the customer about the promotion.

Siebel Systems pioneered the industry-specific application model to help ensure that organizations of all sizes, across a variety of industries, achieve demonstrable business value from their CRM solutions. Today, Siebel Systems delivers 23 industry applications, including Siebel Finance, enabling organizations to establish a single, enterprise-wide view of their customers and execute key customer-facing business processes more effectively and efficiently. For more information, please visit www.siebel.com/crm/retail-finance.

The Siebel Enterprise Marketing Suite is an insight-driven, closed-loop solution that enables marketing organizations to achieve performance breakthroughs and become more effective, accountable, and customer-driven. It offers integrated but modular solutions covering planning and resource management, customer analytics and segmentation, campaign management, email and Web marketing, events management, partner marketing, trade promotions management, loyalty program management, lead management, and marketing analytics. Using the Siebel Enterprise Marketing Suite, organizations can acquire more profitable customers, cross-sell and up-sell more effectively, retain valued customers longer, and drive superior marketing performance.

Business Services Industry

Zurcher Kantonalbank Builds Customer Loyalty and Increases ''Footprint'' with Existing Customers Using Siebel Finance; Leading Swiss Bank Standardizes on Siebel Finance and Siebel Marketing to Grow Relationships with Its 1 Million Customers

Business Wire, August 29, 2005

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