PeopleSoft unveils next generation portal for CRM

PeopleSoft has unveiled a next-generation portal for Customer Relationship Management (CRM), designed for quick deployment, and improving customer satisfaction and retention while lowering service costs.

"The PeopleSoft Customer Portal will be the access point for an array of PeopleSoft eCommerce and CRM applications and include real-time integration to supply chain applications to capture, store, and update critical customer information," says Jan Coetzee, MD of PeopleSoft SA. "This in turn, allows businesses to simplify customer management and reduce order administration and service costs, while customers will be able to access all the information they need, anyplace, anytime."

The solution represents what Gene Alvarez of the META Group has called "the next generation of Customer Self-Service solutions," which "will consist of portal, personalization, customer self-service technologies in one integrated package supported by a strong Customer Relationship Management and robust fulfillment systems."

The PeopleSoft Customer Portal, currently expected to be available in December of 2000, will be easy to implement, and can deliver a web experience tailored to an individual`s specific information needs. The portal`s content will be changeable based on business rules, user profiles, and customer roles. For example, products and advertising could be targeted at customers based on their profiles or purchasing histories.

"Content could also be translated according to a customer`s preferred language, and customers can arrange their homepage like popular consumer portals. This will allow customers to see summaries of business transactions, such as order fulfillment information, the moment they sign-on to their home page," adds Coetzee.

Moreover, the solution will integrate readily with PeopleSoft Supply Chain Management applications, allowing customers to create orders, check and reserve inventory, view order status in real-time, create and track service requests and warranty contracts, and sign up for product and information subscriptions. Customers will be able to view their account balances, recent transactions, and payment history, as well as verify invoices and make payments on invoices and account balances online, in real-time. The solution will have the ability to email and notify customers for key events or action items, such as due dates for pending invoices.

In addition, integration with PeopleSoft`s supply chain applications allow businesses to accurately match supply with demand, and present a single face to customers through multiple sales channels. Integration with PeopleSoft`s pure internet eBusiness analytics applications will enable companies to conduct sales- and service-level analyses and measure the effectiveness of promotional activities.

"The PeopleSoft Customer Portal has been designed to change the way businesses interact with their customers over the web," concludes Coetzee, "Companies will be able to provide highly responsive service and generate business with new and existing customers, while dramatically reducing sales and service costs. This enables businesses to leverage the internet as a valuable tool for building profitable relationships."