List of Oracle Siebel HelpDesk Customers
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Since 2010, our global team of researchers has been studying Oracle Siebel HelpDesk customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Oracle Siebel HelpDesk for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Oracle Siebel HelpDesk for IT Service Management include: Swisscom, a Switzerland based Communications organisation with 19887 employees and revenues of $13.74 billion, eBay, a United States based Retail organisation with 11500 employees and revenues of $2.60 billion, SBI Card, a India based Banking and Financial Services organisation with 3907 employees and revenues of $1.59 billion and many others.
Contact us if you need a completed and verified list of companies using Oracle Siebel HelpDesk, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Oracle Siebel HelpDesk customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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eBay | Retail | 11500 | $2.6B | United States | Oracle | Oracle Siebel HelpDesk | IT Service Management | 2023 | n/a | eBay implemented Oracle Siebel HelpDesk in 2023. The Oracle Siebel HelpDesk deployment runs on Siebel CRM 22.7 in a headless custom UI configuration and is focused on Service Request and Activity tracking to support high volume contact center operations in the United States. The implementation centers on IT Service Management workflows for service request lifecycle and activity capture, with configuration emphasis on automated routing, SLA orchestration, and agent facing workflows that align with contact center throughput requirements. The environment is sized and tuned to process approximately 120,000 service requests per day, reflecting deliberate configuration for high concurrency and throughput in service request handling. Operational coverage is concentrated in customer service and contact center functions across the United States, where the headless custom UI exposes APIs to drive a bespoke agent desktop and to support real time case handling. Integration surface was implemented to support the contact center routing and high volume SR intake patterns, with the Siebel 22.7 core providing the service management engine for case state, activity history, and auditability. Governance is organized around centralized service operations and configuration management to maintain consistent SR workflows and change control across the contact center stack. Oracle documentation notes improvements in service request handling and agent productivity as outcomes of the deployment of Oracle Siebel HelpDesk. | |
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SBI Card | Banking and Financial Services | 3907 | $1.6B | India | Oracle | Oracle Siebel HelpDesk | IT Service Management | 2023 | n/a | In 2023, SBI Card deployed Oracle Siebel HelpDesk as its IT Service Management platform. The implementation operates on a mission-critical Siebel CRM foundation that supports approximately 4,500 call-center and back-office agents servicing more than 19 million customers across India, handling hundreds of thousands of requests daily. Oracle Siebel HelpDesk was configured to support core IT Service Management workflows, including case management, queue-based service desk routing, agent desktop interfaces, and knowledge-driven resolution processes. Configuration and tuning emphasized high concurrency, transaction throughput, and session stability to sustain large-scale agent operations and continuous inbound request volumes. The deployment includes heavy integration with Oracle Intelligent Advisor to embed decisioning and guided scripting directly into agent workflows, enabling automated decision trees and contextually driven responses during customer interactions. Operational coverage centers on customer service and back-office operations across SBI Card call centers and support sites nationwide in India. A recent upgrade to Siebel 23.x was executed to improve performance and continuity during cutovers, with a rollout approach that prioritized staged sequencing, continuity testing, and cutover playbooks to reduce agent disruption. Governance for the Oracle Siebel HelpDesk implementation includes centralized change control and structured release coordination to preserve service desk availability and maintain consistent IT Service Management processes. | |
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Swisscom | Communications | 19887 | $13.7B | Switzerland | Oracle | Oracle Siebel HelpDesk | IT Service Management | 2022 | Accenture | In 2022, Swisscom implemented Oracle Siebel HelpDesk as part of an IT Service Management initiative, engaging Accenture and Oracle to support sales, marketing and customer service operations across Switzerland. The deployment centered on Oracle Siebel HelpDesk to provide a unified service layer for customer-facing teams, aligning helpdesk workflows with enterprise service management goals. Configuration emphasized HelpDesk and Service module capabilities, including case management and incident tracking, configured to sustain contact-center continuity and inbound customer interactions. The implementation incorporated standard IT Service Management functional patterns such as ticket lifecycle orchestration, priority and SLA handling, and knowledge-enabled troubleshooting to support contact-center and field service workflows. Accenture served as the system integrator, coordinating Oracle platform components and integration touchpoints to align CRM driven service events with sales and marketing processes. Operational coverage explicitly included customer service and contact-center continuity across Switzerland, with the Oracle Siebel HelpDesk instance acting as the primary ticketing and case management hub for those business functions. Governance changes were introduced to centralize service workflows and ticket resolution processes, reinforcing cross-functional handoffs between sales, marketing and customer service. The public case study notes outcomes of reduced total cost of ownership and fewer service incidents following the Oracle Siebel HelpDesk implementation, reflecting improved operational stability and incident management. |
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