Vertical Solutions For CRM
PeopleSoft announced new industry solutions for Customer Relationship Management (CRM).
In addition to existing solutions for Financial Services and Communications, PeopleSoft announced CRM solutions for Government, Insurance, Energy and High
Technology, expected to be available later this year.
"As the CRM market continues to mature, sophisticated vertical solutions have emerged to support the unique needs of organisations within different industries" said Steve Bonadio, senior program director, META Group.
"Given that business processes and rules differ dramatically across industries, organisations should look to CRM solutions that provide
out-of-box, industry-specific functionality, in addition to flexible underlying technologies
and data models to support their unique business
requirements."
CRM for Government
PeopleSoft CRM for Government is aimed at giving government organisations the
ability to provide fast, effective service through multiple channels.
For example, state and local governments will have the capability now be able
to: manage non emergency
"311" communication between government organisations and their constituents, automatically assign constituent inquiries to the right department, graphically display the location of
reported problems and work crews, and reduce administration costs by
providing self-service access to online support services.
CRM for Insurance
PeopleSoft CRM for Insurance will deliver functionality to manage all lines of insurance including property and casualty, life and health.
The solution will uniquely model insurance policy relationships, providing a comprehensive view of a customer's insurance portfolio from claim to billing to payment. Self-service capabilities will give customers online access to product information, policy quick quotes and the ability to file claims in real time.
For Energy
CRM for Energy will provide a comprehensive solution designed specifically for energy retailers and distributors.
Functionality will include: premise management support to administer service points and assets service management support for move and transfer of service transactions, tracking and resolution of power outages, gas leaks and other emergency and non-emergency services, comprehensive account billing and management functionality, and loyalty and retention analysis for up-selling and cross-selling products and services.
High Technology
CRM for High Technology will provide functionality for manufacturers and distributors of hardware, software and other technology products. The solution will include: self-service product registration; contract and entitlement management, real-time tracking of availability for materials and spare parts across multiple locations, and up-sell and cross-sell of products and services, such as extended warranties and
professional services.
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