Oracle's New PeopleSoft Enterprise CRM 9.1 Enables Doing More With Less

Never mind about reaching out to new opportunities. Today’s business focus is about tapping into those that are on your doorstep with fewer steps at lower costs. Oracle’s (News - Alert) just-released PeopleSoft Enterprise CRM 9.1 has been designed to do just that by enabling firms to reach out to customers through new and existing channels more productively at a lower cost of ownership.

 

Developed closely it says with feedback from more than 40 customers, PeopleSoft Enterprise CRM 9.1 introduces over 100 new features and products and 20 new Web service while more than 4,000 PeopleSoft CRM pages have been enhanced in CRM 9.1 to meet those goals.

 

Here is a synopsis of PeopleSoft Enterprise CRM 9.1’s new and sharpened facets:

 

·                    Ability to leverage new collaboration tools such as chat, wikis, discussion forums, blogs and tagging. The new solution includes drag and drop interactivity, partial page refresh, modal search windows, simpler navigation, as well as contextual, embedded insight for increased user effectiveness

 

·                    Drag and drop interactivity, partial page refresh, modal search windows, simpler navigation, as well as contextual, embedded insight for increased user effectiveness

 

·                    Redesigned user interfaces and streamlined business process flows help dramatically reduce clicks and page transfers, resulting in less time on an inquiry and more time for involvement with customers

 

·                    Greater application configuration specifically for sales and marketing user interfaces and workflow, which can dramatically reduce customizations

 

·                    A robust price rule framework available in PeopleSoft Enterprise Pricer

 

·                    Streamlined e-mail response management processes and enhanced self-service knowledgebase search effectiveness that can help increase adoption of these lower cost service channels

 

Global and duplicate case alerting functionality can enable contact centers to more effectively handle global and duplicate service issues resulting in reduced answer shopping and improved agent productivity

 

Expanded CRM functionalities for HR includes integration between PeopleSoft HelpDesk for Human Resources and Workforce Communications with the Oracle® E-Business Suite 12.1 Human Capital Management, enabling HR organizations to deploy lower cost, more effective multi-channel service delivery and workforce communications strategies.

 

Industry-tailored applications for the communications, higher education, and HR markets

 

PeopleSoft CRM 9.1 is built on Oracle’s PeopleSoft Enterprise PeopleTools 8.50, the PeopleSoft Enterprise technology platform, which offers a highly-flexible development environment for customers to manage, customize, integrate and support their PeopleSoft applications. Compatible with previous application releases, PeopleTools 8.50 helps reduce the total cost of ownership by providing customers valuable enhancements without requiring an upgrade to core CRM applications.

 

“Oracle is investing in the right things that customers care about: a 'Web 2.0' user experience, collaboration tools, marketing and service functionality improvements, and making upgrades easier,” William Band, vice president and principal analyst, Forrester Research (News - Alert), said. “I am sure the PeopleSoft fan club will be glad they now have a fully up-to-date CRM solution available to them.”

 

Paco Aubrejuan, Oracle’s vice president and general manager of PeopleSoft, said that the company worked closely with its customers on the release of PeopleSoft CRM 9.1, and Oracle is excited to deliver key capabilities based on what customers have asked for and what they need to be more productive.

 

“In this release we enable our stakeholders to increase user productivity through Web 2.0 functionality, increase business performance and significantly lower cost of ownership,” Aubrejuan said. “This latest release of PeopleSoft CRM 9.1 has created a great deal of customer excitement, especially when they see new functionality and new user experience for the first time.”