PeopleSoft, Inc. announced new productivity enhancements to its PeopleSoft CRM product suite. As part of PeopleSoft's ongoing commitment to provide a “total ownership experience” for customers, the CRM enhancements focus on three major areas: packaged business process integration to third-party applications, new functionality to increase business productivity and help clients adhere to recent do-not-call legislation and advanced information synchronization with Microsoft Outlook and IBM Lotus Notes.
Leading analyst firms have encouraged companies to develop strategies that deliver end- to-end business process integration, not just data-centric integration. In June 2003, Eric Austvold, research director for AMR Research stated, "(Companies) that invested in a process-centric integration framework as a foundation for their integration strategies were more successful in meeting expectations and thus were able to lower their cost of operations" (CRM Architecture Strategy Decision: Application or Infrastructure? Dispelling the Myths).
The high costs of integration are largely due to the limitations of data- centric integration solutions, meaning that enterprises need process-aware integrations that understand the business process logic, message types, data, routing, and escalation requirements. To address this problem, PeopleSoft has released six new Process Integration Packs for CRM that provide packaged, prebuilt solutions for directly integrating PeopleSoft CRM with third-party applications. The six new solutions enable integration of PeopleSoft CRM with Oracle and SAP back office systems for order management, service request materials authorization, and service fulfillment. With this advanced functionality, PeopleSoft provides customers with single-vendor accountability for installation, maintenance, and upgrades of the integrated solution.
The Process Integration Packs for CRM utilize the integration technology in AppConnect, providing companies with an alternative strategy for linking front and back office business process. These new products are the first in a series of pre-built integration solutions from PeopleSoft, and further extend the company's integration solutions that include its strong alliances with leading middleware vendors.
To improve business and IT effectiveness and help companies adhere to the Federal Trade Commission's (FTC) new Do Not Call Registry, PeopleSoft CRM has also released enhanced functionality across marketing, sales and service to address these recent requirements. The new functionality includes:
- A customer preference tracking feature, making it easier for marketing departments to comply with the FTC's Do Not Call legislation.
- A "quick customer create" feature, allowing call center agents to create a new customer record when opening an email inquiry.
- A new bulk ordering capability, enabling sales departments to capture bulk orders as a single order entry, and track each component of a bulk order individually through order fulfillment.
In addition to having client-side synchronization, PeopleSoft CRM is now releasing PeopleSoft Infosync Server, which provides automatic, server-to server synchronization between PeopleSoft CRM and Microsoft Outlook and IBM Lotus Notes servers. PeopleSoft is the first CRM vendor to deliver bi- directional, server-side synchronization, eliminating the need to load synchronization software on the client. The result is more flexibility, reduced downtime, decreased costs, greater efficiency for Web- based users, and easier maintenance for IT Support organizations.
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