PeopleSoft provides pure Internet, collaborative, enterprise software that enables organizations to reduce costs and increase productivity through collaboration with their customers, suppliers and employees. PeopleSoft's integrated applications include Customer Relationship Management, Enterprise Service Automation, Supply Chain Management, Human Capital Management, Financial Management and Enterprise Performance Management.

PeopleSoft selected Sun to be the platform of choice for the implementation of its own software, PeopleSoft CRM, which helps companies lower IT infrastructure costs, reduce network administration resources and improve information access.

Utilizing 15 Sun FireTM Servers running the SolarisTM 8 Operating Environment (Solaris OE), SunTM Cluster 3.0 Software and SunSM Remote Services, this enterprise-wide solution was completed in less than 100 days and was immediately embraced by over 2,000 sales and marketing personnel as the way to manage their customer relationships.

Now, all customer information is accessible anywhere, any time, over the Web from a single repository. Internal efficiency has leapt so much that leads are processed and responded to up to 50 percent more quickly. Customers reacted enthusiastically to the improvements in PeopleSoft's management of their relationships, placing a large number of orders for their own copies of PeopleSoft 8 CRM in the first few months after the implementation was completed.

PeopleSoft is now underway with phase two of what it calls "Customer1," a plan to make the customer number one, which will encompass customer support. PeopleSoft's call center will be able to make use of Customer1 data in providing support, and customers themselves will have access to their cases via the Internet. Customers will also be able to create their own queries using PeopleSoft's self-service functionality.

The company is also in the planning stages for phase three, where PeopleSoft Financials will be integrated with Customer1, giving PeopleSoft 8 CRM access to relevant financial data. Customer1's single repository will hold all relevant customer data from initial leads through contracts and on to continuing support. This will complete the 360-degree view of the customer that has been PeopleSoft's goal from the outset.

"Our sales people are markedly more productive and are therefore able to process leads 40 to 50 percent faster than before Customer1. We've reduced costs by eliminating redundant systems. Customers appreciate the improved relationship management we're now able to provide, as well as the model we've supplied for their own deployments of PeopleSoft 8 CRM. Just in the first few months after the unveiling of Customer1, a large number of customers opted for similar systems, many of which are now in production," said Diane Bielanski, director of the Business Team, PeopleSoft Sales, Marketing and Service organization. [...read more...]

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