Pleasanton, CA Ñ March 10, 2003 Ñ Computer company HP has deployed a customer relationship management (CRM) solution from enterprise software provider PeopleSoft in a bid to better handle customer inquiries.
More than 2,000 HP consumer customer service agents are using PeopleSoft's CRM application to support a growing multilingual customer base. When the global implementation is complete, PeopleSoft's service application is expected to serve more than 5,000 call center agents serving more than 70 countries.
HP's call centers are located throughout the United States, Canada, Europe, Asia Pacific, Africa and South America.
HP's Consumer Services & Support is using key components of PeopleSoft's service solution, including Support and Support Self-Service, as part of the company's new system to manage consumer customer inquiries more effectively. Knowledge management tools in the solution help HP agents to more quickly pinpoint issues and identify solutions.
In addition, PeopleSoft's service offering tailors languages, currencies, date and numeric formats to the user's geographic needs. This capability enables HP consumer customer service agents located in various regions around the world to access the system, thereby encouraging user adoption.
"We chose PeopleSoft CRM because it supports HP's global vision for superior customer service and for its flexibility in being easily localized for access at any time by customers, employees, worldwide service partners and suppliers," said Chris Shea, vice president of consumer services and support for HP Americas.
Shea added that the service solution integrates with HP's internal support services, connecting consumer call center agents and customers in real time.
PeopleSoft said its service offering is enabling HP to enhance the total customer experience by shortening call times and increasing its first call resolution rate.
PeopleSoft Global Services worked with HP to develop, test and deploy the solution. HP engaged PeopleSoft Education to train its project teams and used e-learning to expedite knowledge transfer, driving down training costs and implementation time.