PeopleSoft Customer Relationship Management

CUSTOMERS

SUPPLIERS

PARTNERS

EMPLOYEES

Achieve Long-Term Value

In Every Interaction, Enterprise-Wide

Turning every customer interaction into a protable opportunity.

Sharing information across your enterprise. Managing business
performancein real time. How do you meet these enterprisewide challenges?
Connect your peoplecustomers, suppliers, partners, and
employeesto business processes online, in real time, and
dramatically increase performance while lowering costs. Give
the people in your extended enterprise anytime, anywhere access
to the information they need for improved business performance.
Adapt quicklyas fast as market environments dictateto stay
ahead of the competition. Real-time business means you can
effectively respond to savvy customers, face competition with
condence, and react to changing market conditions quickly.
PeopleSoft CRM is the only comprehensive customer relationship
management solution that transfers the power of the Internet
into enterprise performance. With PeopleSoft Pure Internet
Architecture enterprise CRM is not just a visionits a reality.

Turn Prospects into

Revenue-Generating Customers

Reach new levels of customer protability. Plan,

execute, and monitor marketing campaigns for
successful lead generation. Steer your business
toward protable sales opportunitiesand turn
more prospects into valuable customers.
Extend Your Marketing Reach

Maximize ROI by managing costs, automating

processes, and leveraging numerous channels.
With PeopleSoft CRM Marketing you can plan,
create, and execute targeted, multichannel,
multiwave campaigns for better response rates.
Simple wizard-driven steps give marketers
easy-to-use tools to quickly create targeted lists
without IT involvement. Drive one-to-one marketing campaigns with a complete understanding
of your prospects and customersand offer them
what they want, when they want it.

Keep Customers Engaged

with Relevant Offers

Design and execute personalized outbound email

campaigns. PeopleSoft CRM Online Marketing
enables you to create and manage targeted email
broadcasts and Web-based marketing activities.
Improve customer relationships and protability
with ongoing automatic dialogs. Then measure
your online campaign effectiveness with embedded analytics that automatically track each step
in the campaign and each customer interaction.
Execute on Targeted Campaigns

Provide telemarketers with laser-targeted

lists and improve your response rates. Use
PeopleSoft CRM Telemarketing to execute more
effective telemarketing campaigns. Your telemarketing agents receive assigned campaigns
as soon as they log on. And they get quick
access to prospect history, campaign waves,
offers, and details about the product or service
they are promoting.

The PeopleSoft Difference

Lower your total cost of ownership with PeopleSoft
Pure Internet Architecture. Enhance collaboration by
empowering your customers, suppliers, partners,
and employees in ways that accommodate them
and drive revenue.
Make optimal business decisions to keep pace
with dynamic market demands. Only PeopleSoft
delivers embedded analytics within its applications.
You get real-time intelligence on performance measurements to increase your competitiveness.
Seamlessly integrate PeopleSoft CRM into your
enterprise. Leverage existing information for a comprehensive understanding of your customers. Use
that knowledge to connect people to business
processes in real time for unparalleled performance.

Generate Leads Through Your Website

Engage in Interactive Selling

Convert your Website visitors into loyal customers. Personalize product, service, and content
on your Website based on customer behavior
and proles. Through an easy-to-use interface,
marketers can execute time-based and rotating
offers. PeopleSoft CRM Site Marketing lets your
marketing professionals turn your Website into
a dynamic marketing tool.

Empower everyone in your extended enterprise

to maximize sales opportunities and drive sales
through every channel. PeopleSoft CRM
Collaborative Selling consists of a dynamic catalog, product advisor, and congurator as well
as rules-based pricing, order capture, and tracking functionality for a comprehensive interactive
selling solution. Extend your internal sales
reachfrom inquiry to cashwith easy-to-use
tools for needs assessment, product comparison,
quote, order tracking, and pricing. Reduce
time-to-quote and streamline sales execution
by helping sales reps, call center agents, and
partners translate customer needs and requirements into solutions. Provide an intuitive
environment for effectively conguring simple
or complex solutions. And leverage the Web
channel to enable self-service usersincluding
business customers and consumersto do
business with you in an interactive, guided
selling environment.

Accelerate Your Sales Processes

Anticipate customer needs, identify buying

propensities, and predict customer responses
to sales campaigns. Give your sales representatives access to targeted revenue, actual revenue,
objective planning, goals, and account status for
an account-focused approach to sales. Connect
your mobile sales reps with disconnected access
to contacts, customers, leads, opportunities,
forecasts, and tasks through their laptops or
Pocket PCs. PeopleSoft CRM Sales is a complete
sales force automation solution that provides
more efcient and collaborative sales processes
for increased revenues.

Deliver Unparalleled Support

While Controlling Costs

Give your support personnel the tools they

need to meet service levels and control costs.
Harness and leverage customer information to
deliver more personalized service. Keep your
support processes running efciently and your
customers loyal.
Streamline Problem Identication

Increase your call center productivity by streamlining your support processes. PeopleSoft CRM
Support is a complete call center solution that
automates call tracking, entitlement processing,
workow, problem resolution, customer selfservice, performance measurement, and service
management. Empower your customers to resolve
their own problems whenever and wherever
they want. Internet-based self-service functionality lets your customers search, diagnose,
and resolve problems on their ownreducing
your service-related costs and improving customer satisfaction.

Meet Service Expectations

Ensure total life cycle management of service

requests for customers, technicians, call center
agents, and third-party maintainers. PeopleSoft
CRM FieldService is a exible service order and
dispatch management solution that provides
complete management of contracts, parts, time,
and expenses. It enables you to assign one or
more qualied technicians to a service order,
or to activities within a service order, to effectively meet customer entitlements. Give your
eld technicians the ability to diagnose complex problems, identify solutions, and view their
service orders. Enhance communication between
your remote eld technicians, customers, and
corporate ofces with disconnected access to
service orders, time, materials, and expenses
for a coordinated approach to service.

Pure Internet architecture minimizes issues around deployment and

maintenance, which is important when you are providing software
to users worldwide. During our selection process, we carefully
examined how pure each Internet solution was. Only PeopleSoft
CRM passed the test.
Suzanne Rancourt, Vice President, Enterprise Systems, CGI

Dene Customers and

Products to Suit Your Business
PeopleSoft CRM uses unique customer and product
data models to give you complete exibility to:

Develop competitive pricing packages and

tailor them to meet your customers needs.

Dene customer roles and relationships based on

individual, company, site, or database objects to
capture more detailed customer information.

Group products to facilitate pricing, sales

analysis, and reporting.

Customize customer contact information so you

know how to best contact your customers.

Support Your Corporate Infrastructure

Maximize your internal support resources

with a comprehensive solution for equipment,
facilities, and benet inquiries. PeopleSoft CRM
HelpDesk empowers your help desk agents with
problem-solving techniques including branch
scripting, solution advisor, and workow to help
them solve problems more efciently. Improve
service even more by using PeopleSoft CRM
HelpDesk with your human capital management
system. Route calls based on your help desk
agents skills and competencies. And keep your
help desk running at optimal performance levels.
Achieve Quality Goals

Create a closed-loop process from support to

engineering for defect and enhancement tracking from beginning to closure. PeopleSoft CRM
Quality Management enables you to identify
product problems down to the component level
and identify responsible individuals for followup. Know where the product defect or enhancement request is within its life cycle and deliver
high-quality products and proactive service to
anticipate your customers needsand deliver
on them.

Capture specic customer and industry

elements without engaging your database
administrator.

Promote Real-Time Collaboration

Across Your Enterprise
The PeopleSoft CRM Portal provides an intuitive
view of your CRM application data and transactions via a set of prebuilt pageletssmall
doorways to information from your PeopleSoft
CRM applications. Use it with the PeopleSoft
Enterprise Portal to unify your enterprise applications, incorporate external content, and
promote collaboration across your enterprise
in real time. The PeopleSoft CRM Portal:
Gives your customers, suppliers, partners,
and employees role-based access and a
secure single signon.
Promotes the use of self-service through
real-time, action-oriented information.
Enables faster deployment for reduced
cost of ownership.
Promotes corporate-wide communication.
Includes release-independent pagelets that
are always in sync with your PeopleSoft CRM
application releases.

Get Real-Time Insight for

Optimal Business Decisions

Keep Your Enterprise on Track

Access real-time information about your customer-centric processes. Measure your progress
toward customer-related goals. Drive protable,
long-term customer relationships. PeopleSoft
CRM Analytics serves as the foundation for
CRM reporting, analysis, and measurement. It
consolidates critical customer, product, and
nancial data from internal and external sources
for reports including:
PeopleSoft Marketing Insight: Analyze the
results of campaigns using marketing-specic
metrics and dimensions.
PeopleSoft Sales Activity Insight: Analyze sales
processes and evaluate the effectiveness of
your sales efforts.
PeopleSoft Support Insight: Evaluate and
improve your responsiveness and effectiveness in solving customer problems.
Protability Insight: Determine which customers, products, and channels are the most
protable, and why.

Create a Collaborative
Global Enterprise
The PeopleSoft CRM solution uses:
PeopleSoft Pure Internet Architecture to provide
a multidimensional view of your customers.
Enterprise Integration Points (EIPs) to communicate between PeopleSoft applications and
third-party systems.

Industry-standard XML-formatted messaging

to share and exchange information throughout
your extended enterprise.
Unicode to support the consolidation of over
120 languages into a single, worldwide system.
PeopleSoft Enterprise Portal to extend access
beyond the enterprise to customers, suppliers,
partners, and employees.

Focus on Your Customer-Centric Goals

Organize and communicate your enterprises

progress toward achieving its customer-centric
goals. PeopleSoft Customer Scorecard lets you:
Execute on customer-facing activities and
link performance measurements to your overall strategy.
Balance measurements across a wide range of
topics including nancial management, customer support, customer satisfaction, marketing,
sales, product delivery, and workforce training.
Leverage predened key performance indicators (KPIs), speeding the deployment of your
customer-focused strategies.
Anticipate Customer Needs

Predict customer needs, identify customer

segments, and reach the right customers, at
the right time, with the right offer. PeopleSoft
Customer Behavior Modeling uses internal
customer data and external demographic
information so you can effectively anticipate
customer needsand deliver on them.

The PeopleSoft Pure Internet Architecture has been

central to our technology strategy. It simplies the
integration across these applications and provides
a single, powerful development platform.
David Womeldorf
Chief Technology Ofcer
IMI Bevcore Solutions, Inc.

PeopleSoft is committed to
ensuring customer success and
satisfaction by building quality

PeopleSoft:
Comprehensive Global Services
Committed to Your Success

products and delivering costeffective, results-oriented service

and support based on your unique
organizational needs.

PeopleSoft Consulting

PeopleSoft eCenter

When it comes to releasing the value of

PeopleSoft 8, only PeopleSoft Consulting can
give you the inside track. With 2,700 consultants worldwide and the experience of more
than 2,200 consulting projects, PeopleSoft
Consulting is the leading provider of implementation, optimization, and upgrade services
for customers creating a collaborative enterprise.
PeopleSoft Consulting delivers a comprehensive
set of services to streamline our customers
PeopleSoft projects, reduce risk, and deliver
optimum resultson time and on budget. By
collaborating closely with our customer teams,
we accelerate the speed of knowledge transfer
and help our customers achieve the highest
value from the successful deployment of their
PeopleSoft solutions.

PeopleSoft eCenter is the industry-leading

solution for deploying, hosting, and managing
PeopleSoft pure Internet enterprise applications.
eCenter provides customers of all sizesemerging, mid-market, and largewith a choice for
their enterprise application management needs,
offering an end-to-end, scalable, secure, and
affordable hosting solution. Offering a solution
that is straight from the source of our own
applications, eCenter delivers a single point of
accountability, rapid deployment, ongoing service and support, and exibility of the hosting
infrastructure. By entrusting their complex
application infrastructure and management needs
to usthrough our exible hosted solutions, and
leveraged infrastructure and servicesour customers are free to focus on their core businesses.

PeopleSoft Customer Services

PeopleSoft University

Your investment in PeopleSoft extends well

beyond the purchase of your system. PeopleSoft
Customer Services delivers an extensive suite
of industry-leading, integrated global support
services. Combined with our innovative selfservice toolsavailable 24 hours a day, seven
days a weekPeopleSoft Customer Services
keeps your PeopleSoft applications running
smoothly. Whatever your support needs, we
deliver programs that are tailored to your business requirements so you can focus on what you
do best: business. Reduce system downtime.
Maximize system efciency. Gain competitive
advantage. PeopleSoft Customer Services,
powered by people committed to your success.

PeopleSoft University means more than training. It means increased productivity, lower
help desk costs, and faster results due to
insights not available from any other training
provider. From project team to application user
training, you get the right knowledge for the
right people, at the right timewhether thats
over the Internet or in the classroom, at your
location or ours. Whether youre implementing
a PeopleSoft solution for the rst timeor optimizing or upgrading your existing PeopleSoft
systemexpert and timely training from the
source is your inside track to rapid business
results and ultimate self-sufciency.

About PeopleSoft

PeopleSoft (Nasdaq: PSFT) is the worlds leading provider of application software

for the real-time enterprise. PeopleSoft pure Internet software enables organizations
to reduce costs and increase productivity by directly connecting customers,
suppliers, partners, and employees to business processes online, in real time.
PeopleSofts integrated, best-in-class applications include Customer Relationship
Management, Supply Chain Management, Human Capital Management, and
Financial Management. More than 4,700 organizations in 140 countries run on
PeopleSoft software. For more information, visit us at www.peoplesoft.com.

PeopleSoft, Inc.
Corporate Headquarters
4460 Hacienda Drive
Pleasanton, California 94588 USA
Toll-free 1 888 773 8277
Tel 925 694 3000
www.peoplesoft.com

PeopleSoft Argentina
Buenos Aires
Tel 54 11 4510 5100

PeopleSoft Mexico
Mexico, D.F.
Tel 52 55 5284 5284

PeopleSoft Australia
Chatswood, New South Wales
Tel 61 2 9413 0000

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Amsterdam
Tel 31 20 462 5400

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Diegem
Tel 32 2 716 4884

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Auckland
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So Paulo
Tel 55 11 5189 9000

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Tel 787 289 7839

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Toronto, Ontario
Tel 416 227 3000

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Singapore
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Andean, Central America
Tel 305 507 9400

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Sandton
Tel 27 11 258 7800

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Santiago
Tel 56 2 3702918

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Madrid
Tel 34 91 722 9700

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Hong Kong
Tel 852 2168 0808

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Upplands Vsby
Tel 46 8 50 91 44 20

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Lautruphj
Tel 45 0 44 20 99 35

PeopleSoft Switzerland
Volketswil
Tel 41 1 908 3535

PeopleSoft France
Paris
Tel 33 1 40 90 50 00

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Taipei
Tel 886 2 2720 0066

PeopleSoft Germany
Munich
Tel 49 89 99 21 50 00

PeopleSoft Thailand
Bangkok
Tel 66 2 2318147 49

PeopleSoft India
Bangalore
Tel 91 80 226 7272

PeopleSoft United Kingdom

Reading, Berkshire
Tel 44 118 952 2000

PeopleSoft Italy
Milan
Tel 39 02 86 33 7313

PeopleSoft USA, Inc.

Pleasanton, California
Tel 925 694 3000

PeopleSoft Japan
Tokyo
Tel 813 5432 7800

PeopleSoft Venezuela
Caracas
Tel 58 212 952 4042

PeopleSoft Malaysia
Kuala Lumpur
Tel 6 03 2169 6183

PeopleSoft, PeopleTools, PS/nVision, PeopleCode, PeopleBooks, PeopleTalk, and Vantive are registered trademarks,
and Pure Internet Architecture is a trademark of PeopleSoft, Inc. All other company and product names may be trademarks
of their respective owners. The information contained herein is subject to change without notice.
Copyright 2002 PeopleSoft, Inc. All rights reserved.

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