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3 Implements PeopleSoft® Enterprise CRM

6th October , 2004

Europe : 3, the UK's first video mobile network and PeopleSoft Inc. announced that 3 has deployed PeopleSoft® Enterprise Customer Relationship Management (CRM) in the United Kingdom, Italy, Denmark, and Sweden. As a result of its implementation, 3 has significantly improved customer satisfaction while reducing support and maintenance costs.

Inset above is David Cooper, Chief Technical Officer of 3 UK who is quoted below.

3 offers customers third-generation (3G) mobile multimedia and communications services that consolidate and deliver information and telephony through mobile devices. The company chose PeopleSoft Enterprise CRM to serve its rapidly growing customer base of over 2 million consumers throughout Europe. 3's goals for its CRM project included streamlining customer interactions across multiple channels and creating a centralised source of customer knowledge to better understand behavior and uncover patterns that drive customer retention.

For the first phase of its multi-country CRM project, 3 implemented PeopleSoft Enterprise Order Capture and Support in the UK, Italy, Denmark and Sweden. PeopleSoft Order Capture is used in 3,000 in-store kiosks for service activation. PeopleSoft Support was deployed in seven contact centres, where 4,000 agents handle 175,000 interactions a day.

PeopleSoft Enterprise CRM enables 3 to log every customer interaction into a single system, giving the company's advisors access to all customer information, including billing, service, products, payment, credit, and collection. The new, consolidated system also enables advanced reporting on customer interactions by channel, case management, and behaviour patterns, providing 3 with the metrics necessary to develop future roadmaps andmarketing activities.

"3 is a customer-focused business, and the customer is at the heart of everything we do," said David Cooper, Chief Technical Officer of 3 UK. "With PeopleSoft Enterprise CRM, we've deployed a global CRM platform that ensures we service customers in a personalised manner, providing the right product or service at the right time and in the right way. The PeopleSoft system provides a centralised source of customer knowledge that is available to all the relevant parts of the business. PeopleSoft Enterprise CRM is the key
enabler for the customer experience; it provides various channels to interact with customers in the ways they want."

"Within weeks of going live, 3 realised significant value from its PeopleSoft Enterprise CRM solution - both in terms of customer satisfaction and reduced support costs," said Guy Dubois, executive vice president of PeopleSoft EMEA. "By extending its new CRM capabilities to countries and customers throughout the world, the company is further increasing that value."

Leading industry research firm Gartner, Inc. has selected 3's deployment of PeopleSoft Enterprise CRM as one of three finalists for its 2004 CRM Excellence Award. Gartner will name the winner on Oct. 6 at its Customer Relationship Management Summit 2004.

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