First Consulting Group Enters Siebel CRM Support Service Market
First Consulting Group, Inc. (FCG) (NASDAQ: FCGI) announced today an expanded partnership with Siebel Systems to bring U.S. and European life sciences firms FCG's market leading support services for Siebel business applications. FCG will leverage its deep domain knowledge and life sciences expertise to provide Siebel customers with end-user support, helpdesk capabilities, managed services, data management and professional services.
Recent research has shown life sciences firms have become increasingly predisposed to outsourcing CRM services as a way to reduce total cost of ownership, thus creating an opportunity for service providers to gain CRM outsourcing business. Furthermore, industry consolidation in the marketplace for CRM support services within life sciences has created the need for an independent service provider.
"As a Siebel partner dedicated to Siebel's life sciences business, we believe FCG is filling a strategic need in the marketplace for Siebel CRM support services and in doing so is contributing the industry's deepest life sciences domain expertise to the CRM arena," said Luther Nussbaum, FCG's chairman and chief executive officer. "Life sciences firms want the certainty and peace of mind that their service provider for CRM support will speak the language of the industry."
"FCG's capabilities further complement those of our many dedicated Siebel Alliance Partners, which offer comprehensive outsourcing services and are aligned with our customers' industry requirements," said Steve Andrade, Vice President and General Manager, Siebel Life Sciences. "Life sciences companies have differing Siebel CRM needs, and FCG's variable support models—a combination of offshore resources, onsite client support, and facilities in the U.S. and U.K.—will help our customers address them at a very reasonable cost."
FCG's CRM support practice deepens its existing relationship with Siebel Systems. FCG is a Siebel Consulting Partner and currently integrates Siebel Call Center with its enterprise content management software platform, FirstDoctm. FirstDoc MedInfo provides an effective means of accurately and consistently responding to internal and external inquiries from all channels, including phone, Web, e-mail, fax, mail, and PDA. FirstDoc M&S makes the process for creating, tracking and approving advertising and promotional materials more efficient. Future plans include additional integration between FCG and Siebel CRM solutions.