SecureData surpasses customer expectations with PeopleSoft CRM

Following the implementation of PeopleSoft CRM earlier this year, SecureData, an ERP.com company and the exclusive sub-Saharan distributors of Trend Micro, reports that the PeopleSoft application has enabled the company to surpass customer expectations and significantly increase anticipated revenues.

According to Dean Brazier, MD of SecureData, "PeopleSoft CRM, powered by Vantive, has assisted SecureData in streamlining and automating various aspects of the operational side of the business including the Helpdesk and Sales Operations. PeopleSoft will continue to contribute to SecureData when other aspects of the application are implemented. These will include true customer life-cycle management, data analysis through Data Warehousing, marketing operations and post-transaction customer relationship building."

He adds, "PeopleSoft CRM is the most flexible application in the market - with a rapid implementation time - an important criteria with regard to the burgeoning need for customer service. Everyone today is talking about building close, long-term relationships with their customers, and almost every one is selling a piece of the CRM jigsaw that they assure you will help you achieve this. PeopleSoft CRM provides a 360-degree customisable solution that builds, develops, and ties customers into a value-added relationship."

According to Jan Coetzee, MD of PeopleSoft SA, SecureData initially implemented the PeopleSoft CRM solution to achieve the goals of its Customer Service Transformation project. "The project was aimed at increasing customer support and relationship management, with a more proactive approach to the warning of potential and real security breaches such as virus attacks," he explains.

According to Brazier, a number of security specialist companies continue to over-promise in their customer provision, and under-provide, with dire consequences. "As security is a crucial issue, customers need to be reassured that they have chosen the best solution."

The company`s main aim, says Brazier, is to render ongoing support and service to clients from initial engagement, whilst providing standard and customised IT security solutions for computer networks and the internet, for which, according to him, the company has an established and trusted reputation.

"The main roll out, with customer support applications, took six weeks. Since then, we have implemented the sales and marketing applications," comments Brazier, who says that after reviewing a number of solutions, PeopleSoft CRM, implemented through ERP.com, was the most suitable for the company.

PeopleSoft CRM applications are role-based, customisable applications, providing scalable solutions for customers and employees. Requiring only a browser and Internet access, the applications allow users both inside and outside an enterprise to easily access and manage critical business information. In addition to providing Web access through these applications, the PeopleSoft CRM range unifies existing interaction channels such as phone, email, fax, and wireless devices to deliver a consistent, 360-degree view of the customer relationship.

"For SecureData," comments Coetzee, "the major advantage provided by PeopleSoft CRM is a greatly improved ability in getting timely warnings and/or support to customers."