News release
London - October 5 2004
3, the UK's first video mobile network and PeopleSoft Inc. (Nasdaq: PSFT) today announced that 3 has deployed PeopleSoft® Enterprise Customer Relationship Management (CRM) in the United Kingdom, Italy, Denmark, and Sweden. As a result of its implementation, 3 has significantly improved customer satisfaction while reducing support and maintenance costs.
3 offers customers third-generation (3G) mobile multimedia and communications services that consolidate and deliver information and telephony through mobile devices. The company chose PeopleSoft Enterprise CRM to serve its rapidly growing customer base of over 2 million consumers throughout Europe. 3's goals for its CRM project included streamlining customer interactions across multiple channels and creating a centralised source of customer knowledge to better understand behavior and uncover patterns that drive customer retention.
For the first phase of its multi-country CRM project, 3 implemented PeopleSoft Enterprise Order Capture and Support in the UK, Italy, Denmark and Sweden. PeopleSoft Order Capture is used in 3,000 in-store kiosks for service activation. PeopleSoft Support was deployed in seven contact centres, where 4,000 agents handle 175,000 interactions a day.
PeopleSoft Enterprise CRM enables 3 to log every customer interaction into a single system, giving the company's advisors access to all customer information, including billing, service, products, payment, credit, and collection. The new, consolidated system also enables advanced reporting on customer interactions by channel, case management, and behaviour patterns, providing 3 with the metrics necessary to develop future roadmaps and marketing activities.
"3 is a customer-focused business, and the customer is at the heart of everything we do," said David Cooper, Chief Technical Officer of 3 UK. "With PeopleSoft Enterprise CRM, we've deployed a global CRM platform that ensures we service customers in a personalised manner, providing the right product or service at the right time and in the right way. The PeopleSoft system provides a centralised source of customer knowledge that is available to all the relevant parts of the business. PeopleSoft Enterprise CRM is the key enabler for the customer experience; it provides various channels to interact with customers in the ways they want."
"Within weeks of going live, 3 realised significant value from its PeopleSoft Enterprise CRM solution - both in terms of customer satisfaction and reduced support costs," said Guy Dubois, executive vice president of PeopleSoft EMEA. "By extending its new CRM capabilities to countries and customers throughout the world, the company is further increasing that value."
Leading industry research firm Gartner, Inc. has selected 3's deployment of PeopleSoft Enterprise CRM as one of three finalists for its 2004 CRM Excellence Award. Gartner will name the winner on Oct. 6 at its Customer Relationship Management Summit 2004.
PeopleSoft Enterprise CRM
PeopleSoft is a leading provider of Customer Relationship Management solutions, with more than 1,000 CRM customers worldwide. PeopleSoft's award-winning and comprehensive CRM suite features a complete portfolio of customer service, sales, marketing, and partner management solutions, as well as solutions specifically designed for the communications, financial services, insurance, high tech, government, higher education, and energy industries. PeopleSoft Enterprise CRM offers flexible and adaptable solutions that drive strategic business processes, enabling organizations to enhance their customer service for increased customer satisfaction and loyalty.
About PeopleSoft
PeopleSoft (Nasdaq: PSFT) is the world's second largest provider of enterprise application software with 12,400 customers in more than 25 industries and 150 countries. For more information, visit us at www.peoplesoft.com.
About 3
Hutchison 3G UK Limited delivers third-generation mobile multimedia and communications services under the 3 brand in the UK, offering a convergence of media, information, and telephony to enable live video calls, multimedia content, and entertainment while on the move. 3 services are available from sister companies in Australia, Austria, Denmark, Hong Kong, Italy, and Sweden. 3 also holds UMTS (Universal Mobile Telecommunications System) licenses in Ireland, Israel, and Norway.
On Aug. 19, 2004, Hutchison Whampoa Ltd. announced updated trading information for the 3 group of companies:
PeopleSoft is a registered trademark of PeopleSoft, Inc. All other company and product names may be trademarks of their respective owners. Copyright © 2004 PeopleSoft, Inc. All rights reserved.
Media Contacts:
Beth Miller Thiel
PeopleSoft, Inc.
925-694-5506
beth_miller-thiel@peoplesoft.com
Ryan Lowry
Porter Novelli
415-975-3359
ryan.lowry@porternovelli.com
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