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September 24, 1998

JD EDWARDS JUMPS ONTO CUSTOMER SERVICE BANDWAGON

By CBR Staff Writer

Following in the footsteps of fellow ERP (enterprise resource planning) rivals, J.D. Edwards yesterday announced plans to extend its application offerings into the business-to-business customer service space. The X-based company introduced its Customer Management System (CSMS); the latest addition to its suite of SCOREX (Supply Chain Optimization and Real-Time Extended Execution) solutions, announced in May. The new software will be available in December as part of the next release of J.D. Edwards’ flagship ERP suite, OneWorld. The aim is to enable organizations to deliver post-sales service and support offerings that are specifically targeted for individual customers’ needs. The main functions include call center management, with online access to all customer and product data; the ability to track information about all manufactured and sold items; service contract management and service order delivery management. The company said it developed the application in conjunction with several customers, including Lexmark International and Itron Corporation, who already use OneWorld and helped the software vendor work out what CSMS should do. A key feature is that the software is designed to integrate with OneWorld which means customers won’t have to worry about integrated incompatible systems, it said.

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