PeopleSoft Customer Relationship Management

C U S T O M E R S • S U P P L I E R S • P A R T N E R S • E M P L O Y E E S

Turning every customer interaction into a profitable opportunity.

Sharing information across your enterprise. Managing business

performance—in real time. How do you meet these enterprise-

wide challenges?

Connect your people—customers, suppliers, partners, and

employees—to 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 quickly—as fast as market environments dictate—to stay

ahead of the competition. Real-time business means you can

effectively respond to savvy customers, face competition with

confidence, 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 vision—it’s a reality.

Achieve Long-Term Value—In Every Interaction, Enterprise-Wide

Keep Customers Engaged with Relevant OffersDesign and execute personalized outbound emailcampaigns. PeopleSoft CRM Online Marketingenables you to create and manage targeted emailbroadcasts and Web-based marketing activities.Improve customer relationships and profitabilitywith ongoing automatic dialogs. Then measureyour online campaign effectiveness with embed-ded analytics that automatically track each stepin the campaign and each customer interaction.

Execute on Targeted CampaignsProvide telemarketers with laser-targeted lists and improve your response rates. UsePeopleSoft CRM Telemarketing to execute moreeffective telemarketing campaigns. Your tele-marketing agents receive assigned campaignsas soon as they log on. And they get quickaccess to prospect history, campaign waves,offers, and details about the product or servicethey are promoting.

Reach new levels of customer profitability. Plan,execute, and monitor marketing campaigns forsuccessful lead generation. Steer your businesstoward profitable sales opportunities—and turnmore prospects into valuable customers.

Extend Your Marketing ReachMaximize ROI by managing costs, automatingprocesses, 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 marketerseasy-to-use tools to quickly create targeted listswithout IT involvement. Drive one-to-one mar-keting campaigns with a complete understandingof your prospects and customers—and offer themwhat they want, when they want it.

Turn Prospects into Revenue-Generating Customers

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Generate Leads Through Your WebsiteConvert your Website visitors into loyal cus-tomers. Personalize product, service, and contenton your Website based on customer behaviorand profiles. Through an easy-to-use interface,marketers can execute time-based and rotatingoffers. PeopleSoft CRM Site Marketing lets yourmarketing professionals turn your Website intoa dynamic marketing tool.

Accelerate Your Sales ProcessesAnticipate customer needs, identify buyingpropensities, and predict customer responses to sales campaigns. Give your sales representa-tives access to targeted revenue, actual revenue,objective planning, goals, and account status foran account-focused approach to sales. Connectyour mobile sales reps with disconnected accessto contacts, customers, leads, opportunities,forecasts, and tasks through their laptops orPocket PCs. PeopleSoft CRM Sales is a completesales force automation solution that providesmore efficient and collaborative sales processesfor increased revenues.

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Engage in Interactive SellingEmpower everyone in your extended enterpriseto maximize sales opportunities and drive salesthrough every channel. PeopleSoft CRMCollaborative Selling consists of a dynamic cat-alog, product advisor, and configurator as wellas rules-based pricing, order capture, and track-ing functionality for a comprehensive interactiveselling solution. Extend your internal salesreach—from inquiry to cash—with easy-to-usetools for needs assessment, product comparison,quote, order tracking, and pricing. Reducetime-to-quote and streamline sales executionby helping sales reps, call center agents, andpartners translate customer needs and require-ments into solutions. Provide an intuitiveenvironment for effectively configuring simpleor complex solutions. And leverage the Webchannel to enable self-service users—includingbusiness customers and consumers—to dobusiness with you in an interactive, guidedselling environment.

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 meas-

urements to increase your competitiveness.

Seamlessly integrate PeopleSoft CRM into your

enterprise. Leverage existing information for a com-

prehensive understanding of your customers. Use

that knowledge to connect people to business

processes in real time for unparalleled performance.

The PeopleSoft Difference

Give your support personnel the tools theyneed to meet service levels and control costs.Harness and leverage customer information todeliver more personalized service. Keep yoursupport processes running efficiently and yourcustomers loyal.

Streamline Problem IdentificationIncrease your call center productivity by stream-lining your support processes. PeopleSoft CRMSupport is a complete call center solution thatautomates call tracking, entitlement processing,workflow, problem resolution, customer self-service, performance measurement, and servicemanagement. Empower your customers to resolvetheir own problems whenever and whereverthey want. Internet-based self-service func-tionality lets your customers search, diagnose,and resolve problems on their own—reducingyour service-related costs and improving cus-tomer satisfaction.

Deliver Unparalleled Support—While Controlling Costs

Meet Service ExpectationsEnsure total life cycle management of servicerequests for customers, technicians, call centeragents, and third-party maintainers. PeopleSoftCRM FieldService is a flexible service order anddispatch management solution that providescomplete management of contracts, parts, time,and expenses. It enables you to assign one ormore qualified technicians to a service order, or to activities within a service order, to effec-tively meet customer entitlements. Give yourfield technicians the ability to diagnose com-plex problems, identify solutions, and view theirservice orders. Enhance communication betweenyour remote field technicians, customers, andcorporate offices with disconnected access toservice orders, time, materials, and expensesfor a coordinated approach to service.

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“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

Support Your Corporate InfrastructureMaximize your internal support resources with a comprehensive solution for equipment,facilities, and benefit inquiries. PeopleSoft CRMHelpDesk empowers your help desk agents withproblem-solving techniques including branchscripting, solution advisor, and workflow to helpthem solve problems more efficiently. Improveservice even more by using PeopleSoft CRMHelpDesk with your human capital managementsystem. Route calls based on your help deskagents’ skills and competencies. And keep yourhelp desk running at optimal performance levels.

Achieve Quality GoalsCreate a closed-loop process from support toengineering for defect and enhancement track-ing from beginning to closure. PeopleSoft CRMQuality Management enables you to identifyproduct problems down to the component leveland identify responsible individuals for follow-up. Know where the product defect or enhance-ment request is within its life cycle and deliverhigh-quality products and proactive service toanticipate your customers’ needs—and deliveron them.

The PeopleSoft CRM Portal provides an intuitive

view of your CRM application data and trans-

actions via a set of prebuilt pagelets—small

doorways to information from your PeopleSoft

CRM applications. Use it with the PeopleSoft

Enterprise Portal to unify your enterprise appli-

cations, 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.

Promote Real-Time CollaborationAcross Your Enterprise

PeopleSoft CRM uses unique customer and product

data models to give you complete flexibility to:

• Define customer roles and relationships based on

individual, company, site, or database objects to

capture more detailed customer information.

• Customize customer contact information so you

know how to best contact your customers.

• Develop competitive pricing packages and

tailor them to meet your customers’ needs.

• Group products to facilitate pricing, sales

analysis, and reporting.

• Capture specific customer and industry

elements without engaging your database

administrator.

Define Customers andProducts to Suit Your Business

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Get Real-Time Insight for Optimal Business Decisions

Keep Your Enterprise on Track Access real-time information about your cus-tomer-centric processes. Measure your progresstoward customer-related goals. Drive profitable,long-term customer relationships. PeopleSoftCRM Analytics serves as the foundation forCRM reporting, analysis, and measurement. Itconsolidates critical customer, product, andfinancial data from internal and external sourcesfor reports including:

• PeopleSoft Marketing Insight: Analyze theresults of campaigns using marketing-specificmetrics and dimensions.

• PeopleSoft Sales Activity Insight: Analyze salesprocesses and evaluate the effectiveness ofyour sales efforts.

• PeopleSoft Support Insight: Evaluate andimprove your responsiveness and effective-ness in solving customer problems.

• Profitability Insight: Determine which cus-tomers, products, and channels are the mostprofitable, and why.

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“The PeopleSoft Pure Internet Architecture has been

central to our technology strategy. It simplifies the

integration across these applications and provides

a single, powerful development platform.”

David WomeldorfChief Technology Officer

IMI Bevcore Solutions, Inc.

Focus on Your Customer-Centric GoalsOrganize and communicate your enterprise’sprogress toward achieving its customer-centricgoals. PeopleSoft Customer Scorecard lets you:

• Execute on customer-facing activities andlink performance measurements to your over-all strategy.

• Balance measurements across a wide range oftopics including financial management, cus-tomer support, customer satisfaction, marketing,sales, product delivery, and workforce training.

• Leverage predefined key performance indica-tors (KPIs), speeding the deployment of yourcustomer-focused strategies.

Anticipate Customer NeedsPredict customer needs, identify customersegments, and reach the right customers, atthe right time, with the right offer. PeopleSoftCustomer Behavior Modeling uses internalcustomer data and external demographicinformation so you can effectively anticipatecustomer needs—and deliver on them.

• 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.

Create a CollaborativeGlobal Enterprise

The PeopleSoft CRM solution uses:

• PeopleSoft Pure Internet Architecture to provide

a multidimensional view of your customers.

• Enterprise Integration Points (EIPs) to communi-

cate between PeopleSoft applications and

third-party systems.

PeopleSoft:Comprehensive Global ServicesCommitted to Your Success

PeopleSoft is committed to

ensuring customer success and

satisfaction by building quality

products and delivering cost-

effective, results-oriented service

and support based on your unique

organizational needs.

PeopleSoft eCenterPeopleSoft eCenter is the industry-leading solution for deploying, hosting, and managingPeopleSoft pure Internet enterprise applications.eCenter provides customers of all sizes—emerg-ing, mid-market, and large—with a choice fortheir enterprise application management needs,offering an end-to-end, scalable, secure, andaffordable hosting solution. Offering a solutionthat is straight from the source of our ownapplications, eCenter delivers a single point ofaccountability, rapid deployment, ongoing ser-vice and support, and flexibility of the hostinginfrastructure. By entrusting their complexapplication infrastructure and management needsto us—through our flexible hosted solutions, andleveraged infrastructure and services—our cus-tomers are free to focus on their core businesses.

PeopleSoft UniversityPeopleSoft University means more than train-ing. It means increased productivity, lowerhelp desk costs, and faster results due toinsights not available from any other trainingprovider. From project team to application usertraining, you get the right knowledge for theright people, at the right time—whether that’sover the Internet or in the classroom, at yourlocation or ours. Whether you’re implementinga PeopleSoft solution for the first time—or opti-mizing or upgrading your existing PeopleSoftsystem—expert and timely training from thesource is your inside track to rapid businessresults and ultimate self-sufficiency.

PeopleSoft ConsultingWhen it comes to releasing the value ofPeopleSoft 8, only PeopleSoft Consulting cangive you the inside track. With 2,700 consul-tants worldwide and the experience of more than 2,200 consulting projects, PeopleSoftConsulting is the leading provider of imple-mentation, optimization, and upgrade servicesfor customers creating a collaborative enterprise.PeopleSoft Consulting delivers a comprehensiveset of services to streamline our customers’PeopleSoft projects, reduce risk, and deliveroptimum results—on time and on budget. Bycollaborating closely with our customer teams,we accelerate the speed of knowledge transferand help our customers achieve the highestvalue from the successful deployment of theirPeopleSoft solutions.

PeopleSoft Customer ServicesYour investment in PeopleSoft extends wellbeyond the purchase of your system. PeopleSoftCustomer Services delivers an extensive suiteof industry-leading, integrated global supportservices. Combined with our innovative self-service tools—available 24 hours a day, sevendays a week—PeopleSoft Customer Serviceskeeps your PeopleSoft applications runningsmoothly. Whatever your support needs, wedeliver programs that are tailored to your busi-ness requirements so you can focus on what youdo best: business. Reduce system downtime.Maximize system efficiency. Gain competitiveadvantage. PeopleSoft Customer Services,powered by people committed to your success.

PeopleSoft (Nasdaq: PSFT) is the world’s 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.

PeopleSoft’s 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.

About PeopleSoft

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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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