JDE delivers enhanced user support

JD Edwards believes its acquisition by PeopleSoft will boost its customer service levels and allow it to offer unrivalled levels of consultancy and end user support within the Middle East.

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By  Matthew Southwell Published  October 23, 2003

JD Edwards believes its acquisition by PeopleSoft will boost its customer service levels and allow it to offer unrivalled levels of consultancy and end user support within the Middle East. Key to the vendor's proposition is its upsized workforce, which has grown from 6000 staff to 13,000 worldwide.

"Our support system is now doubled around the world, which gives us much wider and stronger support," says Tim Caulkett, PeopleSoft's regional director for the Middle East.

Although both vendors' technical support teams are still learning the nuances of each other's applications suites, the combined consultancy team is already well up to speed. Furthermore, these freshly acquired skills are now available in the local market.

"In the Middle East, one of the key things for us has always been the amount of skilled people we have available to the market," says Caulkett. "And, due to the acquisition of Dalma Computer Systems earlier in the year and the PeopleSoft deal, we now have even more expertise to call on if necessary," he adds.

The ERP vendor's enhanced service ability is already garnering results within the Middle East. For instance, one of the vendor's marquee customers in the region, Tabreed, is keen to extend its use of JD Edwards' applications following the PeopleSoft deal.

"The acquisition seems to have had a very positive effect on the standard of customer service we receive, extending the help we are offered and deepening the skills base made available to us," confirms Toufic Traboulsi, admin manager, Tabreed.

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