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Customer Profiles: PeopleSoft

Giving CRM and Field Service a Voice

Operations Managers are faced with a serious challenge—how to effectively communicate important real-time information to large populations of mobile workers. Sales professionals need access to contacts, sales forecasting tools, product information, and ordering systems. Field Service Technicians need access to work order management data, time reporting, and parts ordering systems. Not only do these workgroups need to be able to query the intelligence housed in the PeopleSoft CRM application suite, but they often need the ability to manipulate and enter data from the field as well. To address this communications challenge, companies frequently create a myriad of solutions ranging from faxed paper forms, to internal call centers, to wireless PDA and laptop-based mobile applications to get information to and from the field.

Using state-of-the-art speech-recognition from Datria, companies now have a better option for communicating this information to their mobile workers. By integrating Datria's speech application platform with PeopleSoft's Customer Relationship Management (CRM) solutions, mobile professionals can, for the first time, use simple and intuitive speech commands to interact via the telephone with their PeopleSoft applications.

How Does it Work?

Datria’s technology is a standards-based Speech platform incorporating best-of-class speech recognition, text-to-speech, telephony, and specific applications designed to help PeopleSoft CRM customers quickly and easily deploy and support speech applications. Datria's technology is widely used and is the most deployed speech interface for enterprise information systems, with tens of thousands of users accessing information daily using technology from Datria Systems.

To use the system, your mobile workers simply access the speech solution from any telephone (cellular, wire line, etc.). Voice-print driven biometric security ensures that your company’s sensitive data remains in the hands of your employees. Depending on the applications deployed, mobile users have complete access to any number of data sources within the PeopleSoft CRM suite. A friendly voice guides the user through the various tasks of updating service tickets, placing orders, reviewing customer contact information, scheduling follow up activities, and time reporting.

To understand how a user might interact with the Datria system, consider the following scenario:

Bill, the account manager is traveling to meet a prospect. While driving, he connects to the Datria system using a hands-free microphone on his cellular phone. After securely identifying himself to the system, Bill can review his past notes on the customer, confirm the address ,and check the status of any current orders from the customer as well as query the HelpDesk system to determine if any outstanding issues exist for his prospect. After his meeting, Bill calls the system again and updates his calendar to reflect a follow-up meeting, updates the forecasting tool to add probability and opportunity information, and sends an e-mail to his regional manger requesting follow-up on an issue raised during the meeting.

Using Datria's voice interface to the PeopleSoft CRM product suite, all of this is possible by just speaking out a few simple voice commands.

Solution Benefits

Deploying a Datria speech interface to a PeopleSoft solution affords companies immediate benefits in the areas of operational efficiencies, cost reduction, and worker safety as well as longer-term enterprise benefits including increased customer satisfaction, reduced billing cycles, and other areas where accurate and timely information from the field can impact business operations.

Operational Efficiencies

A speech interface to your PeopleSoft CRM suite allows your company to offer real-time access to important customer and service information from any telephone at any time. By deploying a speech application, companies can dramatically reduce the on-hold times associated with internal call centers and eliminate the confusing and limited touch-tone menus found on traditional IVR systems. Eliminating the inefficiencies of paper-based and live call agent environments means that mobile workers can focus on satisfying the customers and not on time-consuming data entry tasks.

Cost Reduction

Speech-based applications provide a cost efficient alternative over other traditional mobile solutions. Datria’s applications can work in conjunction with existing PDA / laptop-based mobile deployments or it can replace those costly devices allowing end users to perform all of their data entry and inquiry tasks from their mobile telephones. For those organizations that use internal call center resources for their field service operations, a speech solution allows call center resources to be redeployed to more challenging projects while the speech system automates the majority of calls typically handled by agents.

Experience it Today

Imagine, you can dispatch, manage and support your mobile workers using field proven speech recognition technology. No more hold times, no more lost or unreadable paper-notes, no more lost or damaged field computers, just seamless access to your PeopleSoft information using the most intuitive user interface on the planet.