J.D. Edwards Upgrades CRM Wares; SAP Expected To Follow Suit Next Week

The upgraded software, released today, now supports details about configured items specified by customers, contains enhanced analytical capabilities and permits mobile users to access the CRM applications with Microsoft's Pocket PC.

J.D. Edwards acquired YouCentric--the CRM ISV with which these technology offerings originated--in November 2001.

The company, based here, said that the product configuration features make order entry more accurate, which in turn keeps inventory levels low as products more regularly ship in their correct configuration first.

The enhancements to the analytics software include the addition of 20 prepackaged performance indicators, such as order frequency, that will help users understand the health of the sales pipeline and the activities of specific customers. Knowing these metrics, J.D. Edwards executives said, can help companies tailor customer service, measure ROI and build loyalty with top-tier customers.

Users can connect J.D. Edwards' CRM applications to its own and other vendors' ERP and supply chain solutions.

The company also said Monday that it is improving its supply chain management software with new features supporting logistics, order-management, pricing, demand consensus and other variables.

The upgrade is slated for a third-quarter release.

In related news, SAP is expected next week to announce enhancements to its own CRM product suite.

At SAPPHIRE, to be held in Orlando, Florida, SAP is expected to provide details about the new edition of its CRM product, which may ship this month, sources said.

AnswerThink, a New York-based solution provider and SAP partner, said last week it is implementing a $3.5 million solution for customer Suffolk County Water Authority, a not-for-profit entity providing water to 1.2 million Long Islanders.

Suffolk, one of AnswerThink's numerous midmarket clients, is using SAP for Utilities as well as SAP's CRM product.

In the confusion surrounding Oracle's bid to acquire PeopleSoft--and PeoplelSoft's move to acquire J.D. Edwards, which is now thrown into doubt--SAP may benefit from being seen as outside the fray, observers said.

J.D. Edwards's stock closed Monday at $13.07; PeopleSoft, at $17.90; Oracle, at $12.85.