A module within the PeopleSoft EnterpriseOne 8.11 product family, the new solution enables manufacturers to extend their supply chain by embedding advanced sales and customer service functionality within manufacturing-specific business processes.
Unlike niche CRM solutions, PeopleSoft EnterpriseOne CRM delivers manufacturers a comprehensive CRM solution on a single toolset, a single user interface, and a single data model. As a result, manufacturers gain access and visibility to critical customer information across the enterprise in real time, without costly synchronization processes.
“Many customer management tools in use by manufacturing and distribution companies were not designed with the supply chain in mind. That approach is effective in services industries that are not constrained by supply chain realities (such as financial services). But manufacturing and distribution companies receive the most benefit from CRM tools that are designed especially for their industries.” (“PeopleSoft Enterprise One: Real CRM for Mid-Market Manufacturers,” August 25, 2004, AMR Research)
PeopleSoft EnterpriseOne CRM incorporates mission-critical business processes specific to manufacturers, including consensus-based forecasting, real-time order promising, case and service management, and lead and opportunity management. The solution dramatically improves the following manufacturing business processes:
— Consensus-Based Forecasting: Simultaneously provides a revenue forecast to sales management and a product forecast to operations management improving forecast accuracy through a consensus-based forecast approach. PeopleSoft EnterpriseOne CRM is the only solution on the market to deliver this level of forecasting flexibility.
— Real-Time Order Promising: Enables customer-facing employees to promise delivery based on product availability, supply chain capacity, and order profitability. As a result, manufacturers can ensure profitable, more accurate orders.
— Case and Service Management: Creates a closed-loop failure analysis process, providing manufacturing managers with real-time visibility into product failures and the information needed to drive continuous improvement. In addition, the solution enables automated warranty claims against suppliers for failed components.
— Lead and Opportunity Management: Provides proactive alerts to the planning organization as significant changes in demand occur.
According to AMR Research, “A sneak peak of PeopleSoft EnterpriseOne’s new release shows excellent execution of the demand-driven manufacturing vision for mid-market manufacturing and distribution companies.” (“PeopleSoft Enterprise One: Real CRM for Mid-Market Manufacturers,” August 25, 2004, AMR Research)
In addition to the manufacturing-specific functionality within the solution, PeopleSoft EnterpriseOne CRM includes new and enhanced sales and service applications.
PeopleSoft EnterpriseOne Sales solutions provide a single repository for customer and supply chain information, enabling companies to respond quickly and accurately to customer inquiries. The solution includes enhanced applications for sales force automation, mobile sales, and product configuration. Whether promising an order, providing pricing information, or configuring a complex product, real-time information is readily available to sales representatives interacting with customers. Enhanced applications include:
— PeopleSoft EnterpriseOne Sales Force Automation: Enables companies to manage lead activities from the first customer interaction through on-site visits. The application is directly embedded into the sales order entry process, minimizing order entry errors and streamlining the entire sales process. In addition, new usability enhancements within the application have resulted in a 60 percent reduction in the number of clicks required to complete a sales order.
— PeopleSoft EnterpriseOne Mobile Sales: Provides mobile sales representatives with access to data and applications when and where they need it. As a result, sales reps are more productive and can quickly make informed decisions.
— PeopleSoft EnterpriseOne Configurator: Enables remote or in-office sales representatives to quickly configure sales, purchase, or work orders. As a result, companies can increase order accuracy and offer tailored product offerings to address unique customer needs.
Service Applications
The service applications leverage intellectual property from PeopleSoft Enterprise CRM, bringing enhanced functionality and new features to the EnterpriseOne CRM product family. PeopleSoft EnterpriseOne Service solutions ensure higher levels of customer satisfaction by providing visibility into customer billing and order information. Applications in the PeopleSoft EnterpriseOne Service suite include:
— PeopleSoft EnterpriseOne Case Management: Includes branch scripting and knowledge management capabilities. The solution also improves an agent’s ability to navigate key information, including access to past issues and potential solutions to troubleshoot customer problems more efficiently.
— PeopleSoft EnterpriseOne Service Management: The Service Management application supports the installation, tracking and maintenance of equipment. In addition, companies can more proactively target customers for warranty and entitlement upgrades, service and contract renewals and ongoing maintenance requirements, creating additional revenue streams for manufacturers.
“PeopleSoft EnterpriseOne CRM 8.11 provides a single interface for our sales and service organization to more quickly and easily collect information regarding any customer interaction,” said Mitch Myers, vice president of operations at FWMurphy. “Our supply chain operations will become much more efficient because for the first time we will have a single repository for identifying product quality issues and emerging trends.”
“To maximize customer profitability in the manufacturing industry, companies must directly connect their supply chains with customer information,” said Les Wyatt, group vice president and general manager, PeopleSoft EnterpriseOne. “PeopleSoft EnterpriseOne CRM 8.11 is the industry’s first CRM solution to enable manufacturers to extend their supply chain by embedding advanced sales and customer service functionality within manufacturing-specific business processes.”
PeopleSoft EnterpriseOne Demand Flow Manufacturing, PeopleSoft EnterpriseOne RFID Processor, and PeopleSoft Sales & Operations Planning 8.11 were announced today in separate press releases. These new products along with PeopleSoft EnterpriseOne CRM deliver a complete Demand-Driven Manufacturing solution — from customer demand to supply chain planning to manufacturing and in-bound supply — all operating in real-time.
PeopleSoft EnterpriseOne CRM 8.11 will be generally available in December in 2004.
CRMNewz focuses on business software strategies that provide competitive advantage by improving business decision-making, enhancing business performance, and maximizing the lifetime value of customer relationships.
