UTO at the West campus is planning to implement the PeopleSoft CRM
Support Module as their new Help Desk solution. The plan is to have CRM
Support in place for the Fall semester with no significant loss in
functionality as compared to their current HEAT system.
The key success factors are alignment and consistency. UTO at
the West Campus wants to be in alignment with all of UTO utilizing CRM
Support as well as benefit from PeopleSoft as a hosted solution. In
addition, they are expecting better metrics and reporting and an
improved mechanism for getting meaningful customer feedback.
One major business process that will be affected by the
implementation of CRM Support is how UTO at the West Campus receives,
tracks, resolves, and closes Help Desk cases. A minor process change
involves moving the UTO inventory out of the HEAT system; the CRM
Installed Products Component is under consideration as an inventory
solution.
