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PeopleSoft Debuts Online CRM Tools

July 12, 2001 at 08:00 PM
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PeopleSoft Inc. has launched PeopleSoft 8 Customer Relationship Management (CRM), which it said is "the industrys first pure Internet CRM solution."

The new application–actually a suite of software toolsprovides a "360-degree view of clients" and "universal access" to a companys CRM systems using any Web browser, said Louise Stonehouse, director of PeopleSoft Global Insurance Strategy, in an interview conducted during IASAs Annual Educational Conference and Business Show held here last month.

The new application, powered by the PeopleSoft Internet Architecture, "is the only [CRM] solution to combine a pure Internet technology with embedded analytics and open, seamless integration," said Pleasanton, Calif.-based PeopleSoft.

The software is designed to enable "universal access anywhere in the world at any timetailored to the needs of customers, suppliers, partners and employeesthrough portal technology."

According to Stonehouse, users go to a portal "thats designed for you and your role" to access the application. The portal is customized by the users company in terms of what the user needs to see.

PeopleSoft said that universal access provides businesses with a better understanding of their customers, opportunities to "up-sell" and "cross-sell," and the ability to maximize customer satisfaction and profitability.

"In addition, universal access significantly lowers the cost of ownership and eases deployment," the company noted.

This portal capability is now part of all six of PeopleSofts CRM applicationsSales, Marketing, Support, Interaction Management, Help Desk and Field Service, said Stonehouse.

The customer interaction management platform provides the overall view of the customer that enables the marketing platform to "define and generate campaigns." The marketing application then ships leads that are garnered via its programs to the sales function which "takes leads and tries to turn them into opportunities," Stonehouse explained.

Stonehouse stressed that cost for the new CRM applications depends on customer needs, but the range may be from $100,000 for a small implementation up to $4 million for a typical mid-range carrier.

PeopleSoft 8 CRM was scheduled to ship on June 29 in the United States, the company said. At the end of July, it will be rolled out in the following additional languages: French, Italian, German, Spanish, Dutch, Brazilian, Portuguese and Japanese.

Further information is available at www.peoplesoft.com.

Reproduced from National Underwriter Life & Health/Financial Services Edition, July 13, 2001. Copyright 2001 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.

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