netCustomer Launches Third-Party Support Services for Siebel CRM Customers - InformationWeek

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Software // Information Management

netCustomer Launches Third-Party Support Services for Siebel CRM Customers

Services are planned to be generally available later this year.

Enterprise applications support services provider netCustomer Inc. has announced a new third-party support alternative for Siebel customers who are interested in reducing their support costs. According to the announcement, netCustomer has a proven track record of reducing enterprise applications support costs by leveraging an innovative global delivery model. By extending advanced ERP, IT, and business services through a 24x7 delivery center, netCustomer reduces operating costs and improves service levels. The pilot rollout of netCustomer Siebel support services is underway. The services are planned to be generally available later this year.

“Buyers are rethinking the criteria used in making their CRM applications suite decision. Forrester surveyed 94 business and IT executives about their satisfaction with CRM applications and found vendors lacking in several critical areas. Only 29% of the executives surveyed are satisfied with how easily CRM applications integrate with existing data applications and sources. Buyers want better support from vendors. With enterprise CRM software reaching functional maturity in more areas, feature wars are now less important in deciding on the best CRM. It is worrisome that only 34% are happy with how easy it is to work with CRM software vendors after they have purchased applications and services.” (The Forrester Wave: Enterprise CRM Suites, Q2 2005, Forrester Research, Inc., July 2005.)

netCustomer’s offering is based on the changing nature of the CRM market. “Siebel’s declining market position and the changing dynamics of the CRM market have made customers question the high cost of servicing their Siebel implementations,” said Joshua Greenbaum, Principal, Enterprise Applications Consulting, Berkeley, California, and an Intelligent Enterprise contributing editor. “netCustomer can offer a proven alternative for those customers looking to reduce the cost of supporting these expensive enterprise applications.”

Punita Pandey, Chairman & CEO, netCustomer, said about their new support offering, “netCustomer has a unique support model that leverages 24x7 offshore delivery and focuses on enterprise applications. Given our track record in delivering high quality support at significantly reduced cost, Siebel customers can now be assured of their CRM investment while reducing operating costs. We free up companies’ IT budgets so they can invest in innovation.”

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