Siebel ePharma

Siebel ePharma is the package of multichannel eBusiness software s designed to meet the needs of the
pharmaceutical industry. The application provides best-in-class functionality for field sales and management,
telesales, national accounts, medical affairs, customer service, and marketing organizations.

Siebel ePharma enables pharmaceutical companies to capture every customer interaction across multiple channels
including call centers, marketing and field departments, and the Web. By integrating all critical customer-facing
functions, Siebel ePharma ensures that organizations are prepared to maximize customer value, while delivering
superior service.
The suite of Siebel ePharma applications includes:

 Siebel ePharma Sales

 Siebel ePharma Service

 Siebel ePharma Call Center

 Siebel ePharma Analytics, Siebel Marketing, and Siebel eMarketing

 Siebel ePharma Handheld

 Siebel ePharma Wireless

 Siebel Customer and Partner facing applications

 Consumer Healthcare

Siebel ePharma Sales

Offers field sales capabilities for pharmaceutical companies to deploy the most to manage their multiple sales forces.
While scaling to meet the needs of even the largest global deployments, Siebel ePharma sales allows pharmaceutical
and biotech companies to sell collaboratively across geographies, time zones, and currencies. Siebel ePharma Sales
increases sales efficiency, facilitates planning, improves communication, and provides multiple capabilities to
streamline the sales process.

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Siebel ePharma Service

Guides customer service and medical affairs professionals through the entire service process, enabling them to better
serve and satisfy their clients. Customer service representatives can use Siebel ePharma Service to track medical
information requests, leverage FAQs, and quickly provide accurate resolutions. Siebel ePharma Service can also be
used to immediately route customer inquiries to agents based on the agent's training, expertise, and availability.

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Siebel ePharma Call Center

Enables organizations to provide world-class customer service, generate increased revenue, and create a closed-loop
information flow seamlessly over multichannel sales, marketing, and customer service operations. Siebel ePharma
Call Center empowers agents at every level by providing up-to-the-minute information and in-depth customer and
product knowledge, which enables quick and accurate problem resolution and generates greater selling
opportunities.

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Siebel ePharma Analytics and Siebel Marketing
Supports the needs of life sciences organizations to manage, synchronize, analyze, and coordinate syndicated sales
and Rx data with information gathered from all customer touch points, including interactions by the field sales force,
the Web, call centers, and other channels such as co-promotion or co-marketing partners. It enables companies to
improve customer relationships and increase product adoption, penetration and market share by discerning market
trends and sales and marketing resource allocation, to design and deploy multi-channel customer relationship
strategies. Comprised of three application modules, Siebel ePharma Analytics, Siebel Marketing, and Siebel
eMarketing, are built on Siebel Systems' proven eBusiness application infrastructure, ensuring its scalability,
reliability and maintainability. Siebel ePharma Analytics - delivers flexible and easy-to-use pharmaceutical
analytical capabilities for managers and executives with the power to measure and evaluate business performance
across customers, products, sales, marketing, and service. Siebel ePharma Analytics enables users to analyze and
improve sales and marketing execution with business intelligence modules:

 Siebel eBusiness Data Warehouse - unified data repository for all customer, activity, syndicated sales and
prescription, product, and marketing data
 Siebel eIntelliigence Analysis Views - are created using Siebel Power Query, which provides pre-build
eBusiness Analysis and ad hoc querying in a consistent and straight- forward manner. These predefined
eIntelligence analysis views are customizable, supporting customer requirements to modify and save
reposts that match their own business analysis requirements and can be updates on an automated, scheduled
basis.
The Power Query technology supports powerful reporting and analysis through an intuitive, drag-and-drop user
interface. Users can define alerts, prompts, pivot tables, drill-down and drill-across paths, and rich graphs, and
charts, supporting flexible and visual analysis of corporate and competitive data. Power Query reports can be viewed
as HTML reports over the web using the Siebel Web-enabled middle tier application server. Out-of-the-box analyses
include:

 Analysis of Rx, direct, and indirect sales volumes, and market share dynamics as compared to call data to
assess 'effort vs. results' and 'reach vs. frequency'
 Analysis of Rx goal achievement by prescriber and sales force hierarchy across multiple dimensions
 Evolution index comparing growth in TRx, NRx, and direct and indirect sales of the product with growth of
the client-defined therapeutic class or market
 Market share index comparing the market share of a product based on TRx, NRx, direct or indirect sales
against benchmarks for multiple levels of the sales force and/or demographic hierarchies

Siebel Marketing - a fully integrated, closed-loop marketing solution designed to optimize every aspect of the
marketing process. Siebel Marketing gives marketers comprehensive tools to design and manage sophisticated
campaigns; segment customers and prospects based on rich profile information, and execute targeted campaigns
across telemarketing, field sales, field service, direct mail, and Internet channels; and analyze campaign results to
continually improve campaign performance.. Siebel eMarketing - enables marketing managers to leverage the power
of the Internet to create highly effective marketing programs directly through a native Web browser. Using Siebel
eMarketing, pharmaceutical organizations can target their customers and prospects with personalized Web-based
communications, track Web responses and purchases in real time, and assess the effectiveness and return on
investment of each program. Pharmaceutical organizations can also support ongoing, interactive communications
with their customers via Web surveys to further strengthen relationships and build customer loyalty.

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Siebel ePharma Handheld

Helps pharmaceutical companies increase sales representatives productivity and effectiveness, leading to a greater
return of sales force investments and increased market penetration. It provides sales representatives a comprehensive
tool for targeting, call planning, and call reporting that can be deployed as a companion device or a standalone
client. With Siebel ePharma Handheld, sales representatives can make productive use of the waiting time between
calls to record call notes, update customer profiles, schedule new calls, or prepare for their next call. The
comprehensive call reporting and signature capture capabilities, in Siebel ePharma Handheld, improve data accuracy
by capturing call details at the point of activity and save money by eliminating the need to purchase, ship, and scan
sample receipts. The samples management capabilities of Siebel ePharma Handheld allows sole client users to
mange samples transactions on the mobile device. Samples disbursements are tracked automatically either at the
sample or lot number level. Sales representatives can perform the following samples transactions on their Siebel
ePharma Handheld device:

 Samples shipment acknowledgement

 Samples transfers to an administrator or to another representative
 Samples orders
 Samples inventory count
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Siebel ePharma Wireless

Brings together wireless communications, the Internet, and Siebel ePharma to provide pharmaceutical sales
representatives with powerful new capabilities to increase sales effectiveness and call productivity. Siebel ePharma
Wireless leverages the Wireless Application Protocol (WAP) - the industry standard in wireless communications - to
display and modify critical data in real time, including activities, physician and account profiling, and calendar
information.

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Siebel Customer and Partner facing applications

Provide out-of-the-box personalized Internet solutions for marketing, customer service, and directly to medical
professionals and consumers. Siebel Customer and Partner facing applications empowers companies to create and
execute personalized Internet-based marketing campaigns to identify and acquire new customers, develop custom
product and service offerings that meet customer needs, facilitate unassisted selling over the Internet, provide 24x7
customer service and support, and manage channel relationships to ensure optimum efficiency. Siebel Customer and
Partner facing applications for Pharma includes:

 Siebel eService - Physician Portal and Consumer Portal

 Siebel eSales - prebuilt Internet Pharmacy
 Siebel eMarketing - enables companies to create, execute, and assess Wed-based marketing campaigns
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Consumer Healthcare
Provides the ability to support Ethical and over-the-counter sales forces in a single application. Pharmaceutical
companies can perform the following:

 Trade Promotions - provides key account managers with pre-promotion insight into how a promotion might
perform, given the pricing and other promotion tactics they have proposed. Account managers can test
multiple scenarios prior to determining which promotion to include in the account plan. Customers can
import and refresh account/product correlation coefficients and lift matrices into this promotion simulation
tool.
 Deductions Management - enables headquarters-based customer financial service representatives and field-
based account managers to receive, research, and clear deductions. Integrated with online bill presentment
and payment, Siebel Deductions, enable companies to have better control of deductions and facilitate
resolution.
 Sales Volume Planning - enables users to manage the sales planning process. IT provided the ability to
establish a basis from which future volume will be derived and allocate/aggregate the sales volume up or
down and organizational and product hierarchy.
 Retail Execution - enables retail sales representatives to execute tactics against a retail strategy with
measurable precision and efficiency. Users are able to create and manage outlet-specific, authorized
product distribution lists, and to create and manage retail objectives that provide representatives with
 targeted activities to complete at the store level. Sales representatives can seamlessly create and schedule
routes in order to streamline efficiency and maximize call productivity.
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Siebel ePharma benefits

The suite of Siebel ePharma applications delivers the following functional benefits:

 Flexible professional management, supporting a wide range of professional types, both prescribes and non-
prescribers, including physicians, pharmacists, nurses, office staff, and business administrators
 Exceptional account management, supporting a wide range of account types, such as hospitals, pharmacies,
health maintenance organizations (HMOs), clinics, wholesalers, and group purchasing organizations
(GPOs)
 Advanced, specific querying and list generation, allowing product promotion to targeted accounts and
healthcare professionals
 Activity management, tightly integrated with the Siebel Calendar, promoting streamlined call planning and
call reporting
 Medical education event planning, aiding efficient planning and preparation for many types of medical
education events by tracking speakers, invitees, meeting-related activities, and expenses
 One-button call reporting with Smart Call templates
 Comprehensive analysis charts, presenting sales and prescription (Rx) trends by zip code, brick (retail sales
analysis territory), territory, plan, and prescriber in a succinct, easy-to-read format
 Dedicated formulary-opportunity management, allowing focused product promotion and opportunity
tracking
 Enterprise-wide product information for your employees, allowing consistent, accurate, and up-to-date
information sharing across sales teams and sales forces
 Simplified sampling workflow for users and administrators, supporting shipments in or out, orders,
inventory counts, adjustments, and reconciliation, as well as tracking by lot numbers
 Support for a full customer service center that handles medical inquiries, adverse events, and all other
related issues
 Handling of a large number of inbound telephone calls, faxes, email, and Internet correspondence for
customer service, sales, and medical support
 Support for outbound calling for telesales, telemarketing, and meeting planning
 Modeling of products and services that incorporates your internal expertise, allows sales representatives to
configure and quote error-free customer solutions
 Functionality for call center agents and mobile field service engineers; provides for handling of standard
customer service requests, computer-aided dispatch, trunk and depot inventory, inventory replenishment,
integrated return materials authorizations, service orders, and repair management