PeopleSoft CRM Product Support receives Support Centre Practices award

Peoplesoft`s Customer Relationship Management (CRM) Product Support has been recognised for its excellence with certification from the Support Centre Practices (SCP) Certification program for the second year in a row.

PeopleSoft is the only end-to-end eBusiness provider to receive the prestigious SCP certification award, issued by Software Support Professionals Association (SSPA) and Services Strategies Corp. Among the factors highlighted during the certification audit was PeopleSoft`s outstanding implementation of its own CRM Customer Support products for call tracking, call routing, and customer web self-service.

"This is a major achievement for the PeopleSoft CRM Product Support team," says Patti Lughezzani, vice president of product support for PeopleSoft CRM. "The certification is validation that PeopleSoft CRM`s Customer Support application is a superior product industry-wide."

"The PeopleSoft Support team has made significant investments in time and resources to drive higher levels of customer satisfaction, and develop best in class practices within the CRM support centre," says Greg Coleman, principal and vice president of Certification for Service Strategies Corporation, the certification body for the award. "These efforts demonstrate their commitment to satisfying customers and delivering quality support."

PeopleSoft CRM Product Support passed a series of comprehensive on-site audits and met the requirements of more than 100 business elements defined in the SCP program. SCP certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.