Call centre agents, sales staff and marketing experts now have the power to access legacy customer data.
IXOs-DataArchiving for Siebel, the new solution package available locally through IXOS partner, Datacentrix, will archive data no longer frequently accessed to IXOS-eCONserver Siebel. There it can be searched and accessed by Siebel users when required.
The result is that employees are able to view the full scope of customer history, without this information negatively impacting the system performance. "The IXOS solution thereby improves customer service, which in turn enables companies to strengthen customer loyalty and increase revenues. At the same time, these businesses are able to reduce IT expenses and better utilise their available resources," says Rob Shaw, product marketing manager at Datacentrix.
The IXOS service department has developed a solution package for unburdening the Siebel system: IXOS-DataArchiving for Siebel takes inactive files and index information and archives these to the IXOS-eCONserver. The Siebel customer data, however, remains searchable thanks to a tiny remnant of index information that is retained in the Siebel system for this purpose.
"In this way, the IXOS solution package greatly reduces the data volume of the Siebel system. It`s now no longer necessary to delete customer data in order to guarantee good performance and keep administrative costs low," Shaw says. "With complete access to customer histories, employees in sales and marketing are able to provide faster responses to customer requests now. IXOS-DataArchiving for Siebel improves a company`s quality of service and enhances the productivity of the sales and marketing staff."
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