SAN MATEO, CA – Siebel Systems, Inc., a leading provider of business applications software, today announced that Metris Companies Inc., one of the largest bank credit card issuers in the United States, has selected and deployed Siebel eBilling and Self-Service application for credit card issuers to support its consumer card business. The application provides complete online billing, payment, self-service, personalized alerts, spend analysis, and case management capabilities for all of Metris’ consumer cardholders.
Metris issues credit cards and other financial services products throughout the United States via Direct Merchants Credit Card Bank, N.A. The Siebel solution revamps AccountCentral®, Metris’ online account management service, and enables the company to meet increasing customer demand for online self-service while also providing a more centralized view of its customers’ service needs. The application, which is being managed and hosted by Siebel, provides significant new online self-service features for customers that improve service levels while also dramatically reducing expenses for customer care, billing, and payment-related operations.
“We selected this solution because it embodies Siebel’s strong customer self-service vision and delivers the functionality we need today,” said Matt Melius, President of Direct Merchants Bank and Executive Vice President of Metris Companies. “We believe that Siebel Systems’ comprehensive customer care solutions, which integrate CRM, business intelligence, e-billing, and self-service, can help us deliver a superior customer experience.”
Siebel Self-Service for Card Issuers
Siebel Self-Service for Card Issuers offers comprehensive online self-service, e-billing, spending analysis, and case management capabilities, including electronic statement delivery and paper suppression; multiple years of statement archiving; recurring, scheduled, and one-time e-payments; instant enrollment and immediate online access to account information; secure messaging for customer communications; natural language search for both transactional and informational queries; personalized alerts for security and fraud prevention; and comprehensive user reports and analytics. Online spending analysis tools put end customers in control by helping them better understand what they are purchasing and how they are using their credit card.
“Metris will gain new operating efficiencies by moving additional customer inquiries from the call center to the online channel,” said Dave Olson, Senior Vice President of Portfolio Marketing at Metris Companies. “Equally important, this solution gives us the ability to build much tighter relationships with our customers through highly segmented marketing, campaign management, and analytics.”
Siebel Self-Service and eBilling Solutions
Siebel Self-Service and eBilling solutions improve the quality of customer care, reduce support costs, and deepen relationships with business and consumer customers. The solutions enable end customers to manage their accounts, research offerings, buy products and services, review bills and statements, initiate and track payments, and resolve issues online from a single starting point at a company’s Web site. These Siebel solutions are used by some of the world’s leading companies across a variety of industries, including financial services, energy, healthcare, insurance, retail, and telecommunications.
