Customer Care and Relationship Support Office
Customer Relationship Management (CRM)
is an inherent business strategy for companies big and small. The industry
has reached a point where technology is truly enabling the way enterprises
manage their customer relationships.
CARUSO (Customer CAre and Relationship Support
Office)
is a project funded by the EU within the Fifth
Framework Program. The project started January 1, 2000 and lasts until March 31, 2002. The goal of the CARUSO project is to generate
a software tool kit that facilitates the building of CRM applications.
European SMEs shall be enabled by a most advanced and highly integrated
tool package to optimize their business operations to the mutual benefit
of both supplier and consumer. CARUSO is designed as a multi-dimensional
way of looking at markets, customers, suppliers, products, personnel, internal
and external information, communication and action flow. This is accomplished
by the following core features:
-
A customizable user interface
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front-office application builder with customer care and marketing desk
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basic technologies comprising a general communication server
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unified messaging
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intelligent information, document, and contact access
The tool design is focused on user-friendly and easy-to-operate platform.
Emphasis is put on exploiting and optimizing existing tool packages as
much as possible with regard to developing perfectly tailored solutions
that meet the specific needs of different target groups in both arenas,
business-to-business and business-to-consumer.
CARUSO partners description:
-
PST is a chair
at the Institut für Informatik Ludwig-Maximilians-University in Munich,
Germany. The primary competence of the PST chair is the development of
methods to improve software quality and to provide a basis for mathematical
analysis, validation, maintenance and verification of requirements, design
specifications and software systems. In CARUSO project PST acts as the
technical and research facility which controls the technical design and
develops the overall CARUSO architecture.
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REMU is one of the major energy providers
in Netherlands. The role of REMU in this project is to provide requirement
specification, as well as to test, evaluate, and apply the CARUSO tool
for their customer relationship management.
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DataCall is a software house
in Germany. DataCall's key competence is the integration of communication
media into information systems in order to facilitate work processes at
multi media workstations. DataCall develops new multi media and unified
messaging technologies for enhanced and cost-effective customer care and
relationship management.
SFI is a software house in
Portugal which participated in the earlier phase of the project. SFI is
specialized in high-performance application development and creation of
tailor-made software solutions.
This project is performed in cooperation with Cluster for Electronic
COMmerce (C-ECOM),
a EU founded project devoted to facilitate project cooperation. The C-ECOM
project aims also at implementing an efficient process towards standardization.
It sets up an open platform for the IST-Key Action II projects. CARUSO
contributes to the C-ECOM platform in terms of standard-related deliverables
by providing guidelines, best practices, technical specifications as well
as XML-DTD's for CRM systems.
Avaliable resources: We have made several
documents avaliable in order to promote the dissemination and understanding
of CARUSO.
CRM links
For further information please send e-mail to caruso@remu.nl.
For problems or questions regarding this web contact
[CARUSO Email].
Copyright CARUSO 2001
Last updated: September 19, 2001
