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FTS Awards System Integration Task Order to UNISYS Corp. for Customer Relationship Management Pilot System

GSA #9757

October 26, 2000
Contact: Bill Bearden (202) 501-1231
bill.bearden@gsa.gov

Washington, DC -- The U.S. General Services Administration's Federal Technology Service (FTS) has announced the award of a GSA Schedule task order to Unisys Corporation for the development and integration of a customer relationship management (CRM) system.

Using commercial off the shelf (COTS) products of Siebel Systems, Inc., this pilot program, consisting of 65 seats, will to be used by FTS employees in support of sales and marketing roles worldwide.

The pilot is scheduled to begin operation in February 2001 and will enable a consolidated view and analysis capability of historical customer buying information, customer contact and opportunity information, and market research.

"We are very excited about the potential of this system," said FTS Commissioner Sandra Bates. "It will help us build stronger customer relationships that will lead to better and stronger IT and Network Services solutions for federal agencies."

Data for the system will be gleaned from the GSA data warehouse, the FTS customer database, and a commercial market research service. FTS and Unisys will use the Siebel Call Center and Marketing Enterprise tools to: house customer data and intelligence; provide a sales analysis and planning capability; introduce to FTS employees and train those employees in an industry-standard sales funnel methodology; and establish and measure sales performance.

For this pilot, a comprehensive set of requirements was developed by several GSA offices to evaluate leading CRM methodologies and automated tools. The requirements were developed by employees from the offices of Chief Knowledge Officer, FTS Chief Information Officer, and FTS Strategic Planning and Business Development.

The FTS Office for Sales and the Office of Strategic Planning and Business Development are collaborating to implement these tools in support of their combined objectives. Their objectives are to: become thoroughly familiar with assigned customer missions, technical requirements, and decision makers; improve the level of customer satisfaction with FTS technical, acquisition and financial value-added services; and propose the most timely, high quality, best value, commercially available technology to address customer needs.

"This groundbreaking project represents FTS' first foray into using COTS tools to support its sales and marketing functions," said Mary Whitley, Assistant Commissioner for Sales at FTS. "It is a key component of Commissioner Bates' customer relationship management initiative and will enable us to offer creative, timely, and cost effective solutions to our customers for their IT and Network Services needs. We are also very excited about the potential to increase both market share and customer satisfaction by using the tool to organize disparate information and build customer profiles that help us understand their missions and challenges and identify opportunities for which FTS could provide viable, cost effective solutions."

For additional information, contact Mary Whitley, at 703-306-6031 or Mary Davie, at 703-306-6728.