Carreker Corporation Chooses

PeopleSoft 8 CRM for Pure Internet

Customer Relationship Management

The Customer
Headquartered in Dallas, Texas, Carreker
Corporation provides comprehensive
software and strategic consulting services to the nancial industry. Carrekers
mission is to assist nancial institutions
in turning their payment systems, processing, and customer relationships into
revenue producing eFinance centers.
Carreker has consulting relationships
with 70 of the top 100 U.S. banks and
20 of the top 20 U.S. banks.
www.carreker.com
Computing Environment

Database: Oracle 8

Hardware: Sun/Unix

PeopleSoft Products
PeopleSoft CRM
PeopleSoft CRM HelpDesk
PeopleSoft CRM Sales
PeopleSoft CRM Support
PeopleSoft Human Resources
Management
PeopleSoft Financials
PeopleSoft Financial Management
PeopleSoft Project Management
PeopleSoft Travel and Expense
Management
PeopleSoft Enterprise Performance
Management
PeopleSoft Customer, Supplier,
Employee Portal

Carreker Corporation, a fast-growing provider of software consulting services for the

nancial industry, found itself in the same situation as many mid-market companies
do today. Lots of growth. Not enough resources.
Over the past three years Carrekers growth gained momentumleading the
company to select PeopleSofts enterprise solutions. With Carrekers recent acquisition of Check Solutions, the company continues its rapid growth, and PeopleSofts
suite of affordable, pure internet solutions for the mid-market provides the scalability and exibility to quickly adapt to growing and dynamic business needs.
With more growth on the horizon, Carreker looks forward to implementing
PeopleSoft 8 CRMs pure internet HelpDesk, Sales, and Support applications.
The advantage of pure internet architecture is the whole concept of anytime,
anywhere, says Lori Faris, senior vice president of Corporate Services for Carreker
Corporation. Our employees and customers can access valuable information from
anywhere on the globe, as long as they have access to the internet and a web browser.
A Complete View of Customers

Along with the PeopleSoft Internet Architecture, Carreker was also interested in
PeopleSoft 8 CRMs ability to leverage information across the entire enterprise.
Faris says, Today, we have a CRM system in place that is not integrated. There
is no way to easily merge multiple sets of data together to make sure we are getting all
the information from a single source. By choosing PeopleSoft 8 CRM, we are going to
get one comprehensive solution with a single source for all customer and employee
information. That is critical to our business.
Access to a single source of customer information will enable Carreker to get a
consistent understanding of its customers. Faris says this comprehensive view will
allow the company to build and maintain quality customer relationships by interacting with customers based on their requirements.
Not only will we be able to give employees a 360 degree view of customer information and interactionseverything from the initial proposal, to creating a contract,
to implementing the solution, to providing ongoing supportbut, well also be able
to pinpoint opportunities to cross sell and upsell, Faris adds.

Prole

Services Partner

PeopleSoft Consulting
PeopleSoft eCenter

Realtime Insight into Customer Relationships

For a company experiencing extreme growth, the ability to examine performance and
drive protable relationships is key to continued growth. PeopleSoft 8 CRMs

embedded analytics will enable Carreker to easily tap into performance

indicators that affect business.
The business intelligence is one of the reasons we bought PeopleSoft 8 CRM,
Faris notes. Today, we dont have real insight into ways that we can improve
relationships, reduce costs, and streamline processes.
Faris points to the realtime benets of having analytics embedded within the
applications: With analytics we will be able to see if we are having problems within
the company and make adjustmentsrealtimein those areas. It denitely will give
us greater insight into our business, and enable us to improve overall efciencies.
Helping Customers Help Themselves

Carreker is anticipating that PeopleSoft 8 CRMs self-service functionality will empower

its customers to help themselvesand enhance their experience with Carreker.
In addition to calling our customer support representatives, customers can open
and track their support issues over the web. We think this will enable us to provide
more personalized support at lower costs, says Faris.
Carrekers customers will also get a personalized view of their information through
the PeopleSoft Customer Portal. Faris says this is key since there are often several
projects or implementations taking place simultaneously across a customers
organization at any given time.
Our customers will be able to review invoices and check the status of projects
and maintenance agreements through standard reporting. It will give them a lot more
visibility into what we are doing for them and enables us to deliver a consistent
experience, Faris says.

Since we are a global

company and some of
our workforce is remote,
no code on the client
eliminates the need to
touch each device during
implementation and for
ongoing upgrades and
supportthis translates
into saved time and
money.
Lori Faris
Senior Vice President of Corporate
Services, Carreker Corporation

PeopleSoft eBusiness Solutions Hit the Bottom Line

Today, Carreker is live on PeopleSoft 8 Human Resources Management, Payroll and

Employee Portal. But Carrekers larger vision is to transform itself into a collaborative
enterpriseto improve productivity and increase overall efciencies. The company
will be rolling out PeopleSoft 8 CRM HelpDesk, Sales, Support, Financials,
Enterprise Performance Management, and Customer Portal later this year and into
the rst quarter of 2002.
Faris concludes, Long term, the PeopleSoft solution will help our bottom line
because it empowers employees and managers through personalized self-service
and information at the desktop for better, faster decision-making. It will enable us
to reduce the pressure on our administrative support functions. We are really excited
about that.

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