PeopleSoft CRM gains momentum with new customers, products, deployments

PeopleSoft`s CRM product suite has gained significant momentum with a number of customer wins, new product enhancements and rapid deployments.

More than 100 new and existing customers have bought PeopleSoft CRM in the last quarter, including Toyota, Time Inc, NEC, DoCoMo Systems, Epson Direct, Regal CineMedia, Inmarsat, Ensco, Grupo Aval, NRJ, Oriental Financial Group, Reed Elsevier, and Unilog.

These new clients join a growing roster of 2003 PeopleSoft CRM customers that include Avis Europe, Banta Corporation, Bausch & Lomb, DePaul University, Hydro Ottawa, State of Oklahoma, Vodafone Libertel NV, and Yum Restaurant Services.

Many companies worldwide have completed their implementations of PeopleSoft CRM. Examples include:

* AGA Linde HealthCare, a member of Linde Group, deployed PeopleSoft Sales and Support to double its call centre call volume without additional staff and to improve the overall productivity of its sales force.

* Business Link for London provides business support solutions and services to more than 300 000 small and medium-sized businesses in metropolitan London. It deployed PeopleSoft`s multichannel contact centre application to more than 400 users, streamlining information flow and improving problem resolution through integrated telephone and Web channels.

* CB Richard Ellis, a global leader in commercial real-estate services, deployed PeopleSoft HelpDesk to provide better support for IT issues and human resources inquiries. In eight weeks the system was implemented and rolled out to 200 users who support thousands of incoming inquiries every month.

* Scholastic Book Fairs deployed PeopleSoft Sales to standardise sales and reporting processes and increase the productivity of its sales representatives.

"PeopleSoft CRM has made a tremendous impact on our business. The system is on track to pay for itself in less than a year," says Marlene Cassell, director of client management and project sponsor, Business Link for London. PeopleSoft recently introduced significant developments in integrated analytics, business process integration, enterprise synchronisation, and application usability features. Some of these technology advancements include:

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* PeopleSoft Predictive Analytics: The company recently released PeopleSoft Predictive Analytics for CRM. The solution hides the complexity of data analysis, enabling business users to turn large amounts of complex data into valuable information. With PeopleSoft Predictive Analytics, business users can maximise inbound interactions and make real-time decisions that increase customer profitability and retention.

* PeopleSoft CRM Process Integration Packs: Using PeopleSoft AppConnect integration technology, PeopleSoft CRM delivered technology to address the challenge of integrating business processes. PeopleSoft recently announced six new solutions that enable the integration of PeopleSoft CRM with Oracle and SAP back-office systems for order management, service request materials authorisation and service fulfilment.

* Enhanced functionality: PeopleSoft CRM released new functionality across marketing, sales and service to improve business effectiveness. More than a dozen new features were released, including a "Quick Customer Create" feature that enables call centre agents to create a new customer record when opening an e-mail inquiry.

* PeopleSoft Infosync Server: PeopleSoft is the first enterprise software vendor to deliver automatic, server-side synchronisation between PeopleSoft CRM and Microsoft Outlook and IBM Lotus Notes servers, eliminating the need to load synchronisation software on the client. This delivers increased flexibility, reduced downtime, greater efficiency for Web-based application users, and decreased costs and easier maintenance for IT support organisations.

PeopleSoft CRM received many industry honours during 2003, including:

* CRM Magazine`s 2003 CRM Market Leader Award.
* The 2003 InfoWorld Readers` Choice Award for Best CRM Product.
* Advanstar`s 2003 International Call Center Management (ICCM) Conference "Best CRM Product" Award.
* Billing World Magazine`s 2003 CRM Excellence Award.

"We`re enabling companies to improve their customer-centric business processes, address rising customer expectations, and expand globally while cutting costs," says Mike Evans, PeopleSoft South Africa MD. "At a time when companies are scrutinising every dollar they spend, the PeopleSoft CRM product suite remains in high demand."