Document number: 11543

 

The main functional areas of Customer1 are:

• 360 Degree View
  
  The 360 Degree View is one of the biggest "wins" for PeopleSoft in Customer1 8.4. This view lets every user in the Customer1 system see a complete snapshot of the company or representative. The 360 Degree View page displays summary information for all leads, opportunities, installed products, agreements, recent support cases, complaints/escalations, the company profile, and the company hierarchy for a given account. This page not only lets you see all activity surrounding the companies you manage, but also lets you link to the associated records listed there, or add a new transaction.
  
  
• Company
  
  In Customer1, a Company is a prospective or existing customer of PeopleSoft. In previous releases, a Company was called an "Account." Companies are strategically managed using the Ideal Account Profile (IAP) in order to optimize resources and time spent on our customer base.
  
  
• Representative
  
  In Customer1, Representatives are contacts with whom you conduct business. In fact, in previous releases Representatives were called "Contacts." The system lets you link to Representatives from the Company, Site, Lead, and Opportunity components.
  
  
• Marketing Campaign
  
  Customer1 lets you manage Marketing Campaigns and Waves and define promotions and offers, as well as target certain groups of customers in order to generate new Leads.
  
  
• Lead
  
  A Lead, also called an Inquiry, represents an interest or prospective sale of our products and/or services. Customer1 lets you create an inquiry for a Company and Representative and link it to a Marketing Campaign for tracking. You use the inquiry to capture detailed information during the generation and qualification processes.
  
  
• Opportunity
  
  In Customer1, an Opportunity is an advanced sales prospect. An Opportunity can be a converted Lead, or it can be created independently. PeopleSoft uses the Global Integrated Solution Sales (GISS) process as a tool to guide the sales cycle. This information is captured within Opportunity records within Customer1.
  
  
• Forecasting
  
  In Customer1, Forecasts are used to report revenue and gauge current sales progress against revenue goals for specified time periods. Forecasts let the sales organization use resources more effectively and better plan for the future.
  
  Sales Management and Controllers run a Forecast. Sales Reps are accountable for keeping their opportunity data up-to-date and accurate at all times, as it is their information that feeds this process. Sales Reps can run an on-line forecast.
  
  Within the consulting organization, Forecasting is not used to report revenue; this information comes from Psynergy/FSCM. Forecasting is used in the services organization to gauge the health of the business and revenue pipeline. Forecasting is also used in the consulting organization as a resource-planning tool.
  
  
• Call Center
  
  Customer1 8.4 includes Call Center functionality that replaces PeopleSoft's internal Vantive application. With this added integration you now have read-only access to sites, references, workers, provider groups, agreements, installed products, product groups, products, support cases and solutions.
  
  - Call Center components:
  - Site
  - Reference Request
  - Reference Activity
  - Reference Point Statement
  - Workers and Provider Groups
  - Agreements and Entitlements
  - Installed Products
  - Product Groups and Products
  - Support Cases
  - Case Solutions
  

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2002 All rights reserved.
Created: amq 12/01/2002