PeopleSoft enterprise CRM 8.9 delivers CRM best practices, unmatched usability to workforce management.

At its 2004 spring CRM Customer Summit, PeopleSoft(R), Inc. (Nasdaq:PSFT) announced that new releases of its help desk solutions for information technology (IT) and human resources (HR) departments will ship June 23. PeopleSoft HelpDesk, designed for IT operations, and PeopleSoft HelpDesk for Human Resources now incorporate breakthrough CRM analytics, comprehensive service level management functionality, and enhanced usability and configurability.

"PeopleSoft has become a leader in help desk technology by applying our CRM expertise to HR and IT operations," said George Ahn, group vice president and general manager of PeopleSoft CRM. "With our new releases, we are raising the bar with expanded functionality, integration, and unmatched usability, to optimize the help desk experience for both service agents and employees."

PeopleSoft HelpDesk for Human Resources enables human resource specialists to quickly manage and resolve employee HR issues in real time. The new release delivers extensive out-of-the-box integration points to an organization's HR systems. As a result, service providers can see and modify relevant employee information such as benefits, payroll and contact information, and recent HelpDesk interactions--all in real time through PeopleSoft's 360-Degree View page.

Pacific Northwest National Laboratory (PNNL), one of nine U.S. Department of Energy multiprogram national laboratories, is using PeopleSoft HelpDesk for Human Resources to increase employee productivity and reduce response times. Already a PeopleSoft HR customer, PNNL implemented PeopleSoft HelpDesk for Human Resources to establish HR call center capabilities and case management accountability for its workforce.

"PeopleSoft HelpDesk for Human Resources has enabled us to streamline our service processes and gain valuable insight into our HR service matters and interactions," said Duane Klotz, manager of Human Resource Information Systems for PNNL. "The out-of-the-box integration and vast information presented in the 360-Degree View has enabled us to provide immediate answers to 90 percent of workforce inquiries that used to take up to two days to resolve. We have realized numerous benefits in a short amount of time. For example, the ability to develop a knowledgebase, deliver consistent answers, and eliminate duplication of effort have all driven costs out of our organization and increased employee productivity."

"The advantage of PeopleSoft's integrated HR HelpDesk offering is in bringing all employee information into a single view for a service/help desk agent. For example, agents accessing an employee record in the PeopleSoft HelpDesk will see HR and benefit information for the employee in real time, with a single set of rules controlling role-based access on what employee data an agent has access to browse and/or update," wrote John Ragsdale, principal analyst for Forrester.