JD Edwards, the international vendor of enterprise, supply chain and supply chain management solutions, has launched CRM 2.0, the latest version of its customer relationship management offering in answer to market demand for flexible, customisable CRM software.
As part of the JD Edwards 5 family of software and services, CRM 2.0 enables companies to increase internal and external collaboration, respond to customer needs quickly, manage costs, drive revenues and enhance customer satisfaction.
"Buyers of CRM solutions - especially in manufacturing and service-based companies - want to embrace CRM but demand a lower total cost of ownership than that offered by typical enterprise-class CRM vendors," says Mike Evans, MD of JD Edwards South Africa. "CRM 2.0 provides a strong set of features and functions within a flexible application framework. And with its componentised architecture, it creates a path for future evolution as our customers` business needs change."
Among the 175 enhancements and changes to the new release are tighter integration with other JD Edwards products, including its supply chain management (SCM) and enterprise resource planning (ERP) applications. This rounds out JD Edwards` vision of optimal customer lifecycle management, in which all employees have access to the critical information they need to support customers through their lifecycle.
Integration of CRM 2.0 with SCM and ERP is enabled by a combination of the company`s XPI (eXtended Process Integration) technology and its Data Model Inheritance capabilities. This combination facilitates rapid integration during deployment and compatibility with emerging technologies, reducing customers` time to value.
The CRM suite includes integration to the company`s Mobile Sales functionality and a comprehensive Service Management solution. It is also integrated with the company`s Demand Consensus module, a supply chain planning application that enhances forecasting accuracy.
"While traditional demand planning systems rely primarily on historical data analysis, JD Edwards Demand Consensus incorporates human projections into the forecasting process, increasing collaborative forecasting capabilities," says Evans. "CRM 2.0 captures forward-looking sales information and feeds it into Demand Consensus, creating a more precise forecast."
CRM 2.0 also delivers mobile sales capabilities, allowing customers to rapidly configure and deploy a pre-packaged mobile sales solution. Technology provided through a partnership with mobile infrastructure software maker Synchrologic enables salespeople using CRM 2.0 to access information and use business applications while they are "disconnected" - at the customer site, for example.
"Salespeople then synchronise with the company`s core systems when they are back online, giving employees access to needed information and the ability to capitalise on all market opportunities," notes Evans.
He adds that because the customer relationship does not end with product delivery, CRM 2.0`s comprehensive Service Management solution combines contact centre and field service applications, allowing a company to track equipment service history and manage the flow of service work being performed. Contact centre capabilities provide a broader view of the customer by:
* Directing questions or service requests to specific service groups based on specified product characteristics;
* Defining workflow for each level of service priority and level of escalation; and
* Preparing customer service staff with access to past history of customer issues and recurring problems.
"Field technicians armed with increased access to valuable customer information are able to enhance customer satisfaction and better manage labour and parts costs," Evans says. "The integration of CRM and ERP allows the customer service representative to access field technicians` expertise and customer contact information."
Share
Editorial contacts