J.D. Edwards Tightens CRM Integration

Version 2.0 of CRM includes 175 new enhancements, including integration with Demand Consensus supply chain planning module.

J.D. Edwards & Co. Tuesday launched Version 2.0 of its customer relationship management suite, extending the integration of the applications, originally acquired from YouCentric Inc. in November 2001, with its ERP and supply chain management software.

J.D. Edwards CRM includes 175 new enhancements, according to company officials in Denver. Most prominent is integration with the companys Demand Consensus supply chain planning module and new applications for service management and mobile sales.

Integration with Demand Consensus will allow forward-looking sales information captured in CRM 2.0 to be accessed by Demand Consensus to improve the accuracy of demand forecasting.

Customers will also be able to configure and deploy a prepackaged mobile sales solution thanks to a partnership with Synchrologic Inc. Salespeople will be able to use CRM 2.0s sales applications while disconnected, then sync updated information with the server when back online.

The new Service Management solution in CRM 2.0 combines Contact Center and Field Service applications, allowing a company to track equipment service history and manage the flow of service work being performed, J.D. Edwards officials said.

Users can direct questions or service requests to specific service groups based on specified product characteristics, define workflows for each level of service priority and level of escalation, and provide customer service representatives with service histories for each customer.

Field technicians and customer service reps get an integrated view of a customers dealings with each.

Still to come is integration of J.D. Edwards CRM with the companys Advanced Order configurator application. That integration, originally planned for last year, is still another two to three months out, according to a company spokesman.

J.D. Edwards CRM 2.0 is available now. Pricing is done on a per-module, per-user basis, but the company does not disclose actual prices.