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Horizon Healthcare Services Inc. Leverages Siebel Healthcare to Earn Number One Ranking for Member ExperienceNew Jersey’s Largest Health Insurer Uses Siebel Healthcare to Provide World-Class Service to 3.1 Million Members SAN MATEO, Calif.—May 16, 2005—Siebel Systems, Inc. (NASDAQ: SEBL), the leading provider of customer-facing solutions, today announced that Horizon Healthcare Services, Inc. was ranked number one for Member Experience by independent research firm Synovate. The survey evaluated 62 healthcare markets, and Horizon’s performance advantage over its New Jersey competitors was the widest margin of any plan in Synovate’s national market research. Horizon, headquartered in Newark, New Jersey, is dedicated to offering high-quality healthcare coverage and superior service to its 3.1 million members, including individuals, groups, and families. Horizon is a long-time Siebel Systems customer, and since deploying Siebel Healthcare in 2002, Horizon has achieved year-over-year improvement in its ranking by Synovate, this year earning the number one spot. Siebel Healthcare is Siebel Systems’ healthcare-specific customer relationship management (CRM) solution, designed to integrate member and provider communications channels, consolidate member and provider information across claims systems, and reduce plan administration costs. In its research, Synovate found that Horizon outperformed all health plans in its market in 32 of 35 performance categories measuring member experience. The categories were evaluated throughout 2004, during which Synovate researchers called members to evaluate performance of customer service agents, satisfaction with claims handling, seamlessness of enrollment processes, and successful resolution of questions on first contact, among other topics. Calls were made on a monthly basis, to measure consistency of service and performance over the year. “Horizon is committed to making health care less complicated for our members, and we do that by setting the bar very high for customer service,” said Patrick Geraghty, Senior Vice President of Service at Horizon Healthcare Services, Inc. “Working with Siebel Systems, we have been able to deliver superior service and support to our members. We are proud of our top ranking for customer service this year and look forward to achieving the top ranking for years to come.” In the past three years, Siebel Healthcare has enabled Horizon to improve member experiences, even as Horizon’s customer base grew by more than 25 percent. With Siebel Healthcare, Horizon has achieved an 86 percent or higher customer satisfaction rating and reduced average call wait times by 20 percent and cost per call by 25 percent, while improving first call resolution of inquiries by 20 percent. Horizon has achieved these metrics without adding employees, an important part of keeping healthcare costs down, and instead has automated and streamlined provider and member-facing processes with Siebel Healthcare. Horizon has deployed Siebel Healthcare to 1,300 employees within its service organization, which handles 12 million calls per year. Siebel Healthcare is also used by 150,000 members and 5,000 provider offices via Siebel Systems provider and member portals. Siebel Healthcare displays customer information that has been integrated from three claims systems, creating a single, consolidated view of all claims information. When customers call into Horizon customer service or access customer information via the member or provider portals, all information is consistent and limits the need for agents to navigate between multiple systems to answer questions or fulfill requests. Siebel Systems pioneered the industry-specific application model to help ensure that organizations of all sizes, across a variety of industries, achieve demonstrable business value from their CRM solutions. Today, Siebel Systems delivers 23 industry applications, including Siebel Healthcare, enabling companies to establish a single, enterprise-wide view of their customers and execute key customer-facing business processes more effectively and efficiently. For more information, please visit www.siebel.com/healthcare. About Siebel Systems Siebel Systems is the world’s leading provider of customer-facing solutions that deliver demonstrable business results and long-term competitive advantage. Siebel’s multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels. Siebel solutions draw upon the company’s best-in-class capabilities in customer relationship management (CRM), business intelligence, and customer data integration and can be deployed as licensed software or as a hosted service. Siebel solutions are tailored to the unique needs of 23 industries and incorporate industry-specific business processes, best practices, and business insight. They are the product of more than $2 billion in R&D investments and reflect over 11 years of experience with more than 4,000 organizations. Together with its extensive global network of alliance partners, Siebel provides the people, process, and technology expertise critical in driving business value from the deployment of customer-facing solutions. Over 3 million users worldwide in organizations of all sizes depend on Siebel solutions to deliver dramatic improvements in how they identify, acquire, retain, and serve customers. For more information, visit www.siebel.com. |