J.D. Edwards Intros New Suite - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


J.D. Edwards Intros New Suite

J.D. Edwards today unveiled a product suite for customer relationship management. The software,called Customer Service Management System, is aimed at manufacturers whose products require post-sales servicing and support, such as medical equipment or photocopy machines.

The CSMS application is integrated with J.D. Edwards' OneWorld ERP software. Company officials say the new module will let users move more data across the enterprise--and thus give them a single point of reference for customer contact and interaction, from manufacturing to distribution to call center. "If a customer calls up with a problem, the manufacturer will now have a complete view of that customer's service history and will also have visibility into the spare parts needed to fix the problem," says Michael Schmitt, a senior VP at J.D. Edwards.

New CSMS functionality includes: call-center management designed specifically for high-volume calling and online access to customer and product information; installed-base management, which lets customers track information about all manufactured and sold items; service-contract management, which lets users manage all service contracts from the same system and thus avoid redundant data entry, and service- order management, which ensures that all internal and external operations that comprise a service order are easily monitored and executed.

J.D. Edwards isn't the first ERP vendor to unveil plans for customer management. SAP formally unveiled its sales force automation and customer management initiative last week, while Oracle and Baan have been aggressively targeting this market since the beginning of the year. But unlike its competitors, J.D. Edwards has no plans to sell CSMS as a standalone module.

Peggy Wheeler, an analyst with IT advisory firm AMR Research says it makes sense for the big ERP vendors to attack the customer-management market. "Right now, most companies have homegrown customer systems or piecemeal functionality from a bunch of different vendors," she says "This makes it difficult to pull information together from across the enterprise and get a complete view or your customer environment." She adds that if ERP vendors are offering products that promise to easily integrate customer information with manufacturing and financial data, then users should take a long, hard look at them.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
The State of Cloud Computing - Fall 2020
The State of Cloud Computing - Fall 2020
Download this report to compare how cloud usage and spending patterns have changed in 2020, and how respondents think they'll evolve over the next two years.
Can Cloud Revolutionize Business and Software Architecture?
Joao-Pierre S. Ruth, Senior Writer,  1/15/2021
10 IT Trends to Watch for in 2021
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/22/2020
How CDOs Can Build Insight-Driven Organizations
Jessica Davis, Senior Editor, Enterprise Apps,  1/15/2021
Register for InformationWeek Newsletters
Current Issue
2021 Top Enterprise IT Trends
We've identified the key trends that are poised to impact the IT landscape in 2021. Find out why they're important and how they will affect you.
White Papers
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll