Rand Water Transforms Customer Service with Siebel eBusiness Applications, MidMarket Edition.

Business Editors/High-Tech Writers

SAN MATEO, Calif.--(BUSINESS WIRE)--Oct. 10, 2002

Best-Practice Business Processes Enable South African Bulk Water

Supplier to Deliver Seamless, High-Quality Customer Responsiveness

Siebel Systems, Inc. (Nasdaq:SEBL), a leading provider of multichannel eBusiness applications software, today announced that Rand Water, a South African bulk supplier of water, is transforming customer service and responsiveness using Siebel eBusiness Applications, MidMarket Edition -- a family of multichannel sales, customer service, and marketing applications that allows small and medium-size companies to compete more effectively in today's marketplace. The company is using the software to implement best-practice business processes in its multichannel customer service center, ensuring that each customer receives the highest levels of service.

Following industry deregulation, Rand Water needed to transform its business processes in order to compete successfully in the open market for business other than bulk water supplies. Information concerning the company's customers -- consumers, local authorities, large industrial customers, mines, and tertiary education bodies in the Gauteng region of South Africa -- was scattered throughout Rand Water, as customers had up to 17 different points of contact.

By introducing Siebel Service, MidMarket Edition in its customer service center, Rand Water is using best-practice business processes to ensure that every customer receives a seamless, high-quality, multichannel service experience. When a customer contacts Rand Water using the customer's preferred channel of communication -- either the Internet, email, telephone, mail, or fax -- the company uses its single, multichannel customer view to quickly and accurately track, escalate, and resolve customer service issues related to billing, water leakages, water quality, and responses to outbound telemarketing campaigns.

Workflow automation ensures that each customer service center agent is performing the right action at the right time. When a customer contacts Rand Water using the toll-free number, the customer's inquiry is initially routed to the most appropriate agent, based on the agent's availability, skills, and workload. Agents have a predetermined amount of time to resolve the inquiry, and if the inquiry is not completed within the allocated time, Siebel Service, MidMarket Edition automatically escalates overdue service requests to management via email for prompt, expert follow-up and resolution. To streamline call handling, agents can call customers, transfer calls, or conduct conference calls directly from their screen.

"As a public sector nonprofit organization, Rand Water is focused on ensuring that each and every customer receives swift, high-quality service," said Mick Lines, customer service center manager, Rand Water. "Siebel Service, MidMarket Edition equips Rand Water with the business processes to manage customer interactions professionally and provide a responsive, multichannel quality of service."

Rand Water supplies high-quality potable water to bulk customers in the Gauteng region of South Africa. In 2001, the company delivered more than 3,200 megalitres of water per day to local authorities, large industries, and mines in the region. Rand Water also collaborates closely with local authorities to reduce communities' water costs; it safeguards future supplies by monitoring the environment; and it works with tertiary education bodies to improve the delivery of water and sanitation services.

About Siebel Systems

Siebel Systems, Inc. is a leading provider of eBusiness applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customers worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 28 countries.

Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with customers, third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems' Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at www.sec.gov. Siebel Systems assumes no obligation to update the information in this press release.

Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.