Solution Optimizes Inbound Interactions for Retail Finance Industry; Improves
Cross-Sell Across Multiple Channels; Delivered ROI at HBOS in Six Months
SAN MATEO, Calif., March 25 /PRNewswire-FirstCall/ --
E.piphany, Inc. (Nasdaq: EPNY), a full-suite provider of customer relationship
management (CRM) software, today announced the immediate availability of
E.piphany Interaction Advisor for Retail Finance, a new solution that combines
contextual and historical customer data to turn inbound customer interactions
into immediate opportunities that increase cross-sell revenue and improve
customer retention. The solution includes pre-packaged data models, business
processes, and campaign templates reflecting best practices for retail finance
companies, and allows for customer implementations to be deployed in a matter
of weeks.
(Photo: http://www.newscom.com/cgi-bin/prnh/20020724/EPNYLOGO )
Gartner, Inc. reported in a recent study that 30 percent of retail
financial service companies described cross selling as their primary means for
revenue growth. Yet when interacting with customers -- with anything from
account questions to fee complaints -- retail finance organizations are
hamstrung by an inability to pull knowledge about that customer from multiple
sources and communications channels to capitalize immediately upon the
customer's attention and interest. [Gartner, Inc. "Selling: The CRM Strategy
for Driving Revenue Growth," August 2002; Kim Collins]
The availability of E.piphany Interaction Advisor for Retail Finance marks
the end of this lost opportunity for retail financial services companies.
Building on patented real-time data analytics capabilities, E.piphany
Interaction Advisor embeds new best practices to tackle the critical pain
points in retail finance. The solution works across multiple channels in a
coordinated fashion and offers the ease and flexibility to adapt to existing
technology systems. E.piphany Interaction Advisor has delivered immediate
business value to some of the world's largest retail finance companies.
HBOS Plc, which has already implemented E.piphany Interaction Advisor
across telephone, Interactive Voice Response (IVR), and branch bank channels,
received full payback within six months and generated increases in offer
acceptance rates of more than 55 percent from top selling agents. "The
E.piphany software solution has helped to transform our business in the
departments and channels where it is deployed," said Ruth Southern, head of
CRM development, marketing and customer relations, at Halifax. "Our customers
benefit from a more relevant experience with the bank. Our employees now have
the confidence to promote our financial products to customers because the
solution intelligently guides them to the most appropriate offer selection for
each individual customer."
"The big land grab for customers in the retail finance industry is over,"
said Phil Fernandez, executive vice president of products and marketing at
E.piphany. "Today the industry is focused on retaining customers, delivering a
consistent customer experience, and expanding wallet share from their best
customers. With our impressive roster of retail finance customers, we've
captured and embedded a great deal of financial services expertise in our
product. E.piphany Interaction Advisor for Retail Finance creates a complete
customer view and combines it with powerful, real-time analytics to improve
the customer experience and generate additional revenue at the exact moment of
interaction."
E.piphany Interaction Advisor for Retail Finance is a one-of-a-kind
marketing solution that turns every inbound customer interaction into an
immediate business opportunity. The system takes real-time behavior from
telephone calls, the Web, branches, and ATMs, and blends it with customer
demographics, transactional data, and other information from across the
enterprise. Guided by strategies set by the marketing user, the system
combines this data with sophisticated on-line analytic technologies to
calculate offer acceptance probabilities, and selects and presents the best
offer for each individual customer. As customers accept and decline offers,
the self-learning analytics continuously adjust predictive models to improve
customer interactions without human intervention. The result is ROI in as
little as six months.
E.piphany Interaction Advisor for Retail Finance is available immediately,
and can be purchased as an individual solution or in combination with other
elements of the E.piphany E.6 CRM software suite. E.piphany also announced
today E.piphany Interaction Advisor for Telecommunications in a separate news
release. To learn more about E.piphany Interaction Advisor for Retail Finance,
register now for the E.piphany Retail Finance Webinar on April 9, 2003.
Participation is free and registration is available at
http://www.epiphany.com/e/retailfinance. For more information on E.piphany products,
please contact E.piphany's sales organization at 1-877-764-4163 or on the Web
at: http://www.epiphany.com
About E.piphany
E.piphany is a leading provider of marketing, sales, and service solutions
for the largest global enterprises. The company's integrated CRM suite, the
E.piphany E.6 software solution, is driven by real-time intelligence to enable
global businesses to understand their customers and take the optimal actions
to improve customer satisfaction, increase revenue, and reduce costs.
E.piphany E.6 solutions are built on the industry's most advanced,
component-based CRM platform, resulting in fast and easy deployment and
adoption. Leading companies, including more than 35 of the Fortune 100, use
E.piphany software products to enhance their customers' experiences, enable
organizational effectiveness, and drive value. With worldwide headquarters in
San Mateo, California, E.piphany has regional operations and offices
throughout North America, Europe, Asia Pacific, Japan, and Latin America. For
more information, visit us at http://www.epiphany.com .
NOTE: E.piphany and the E.piphany logo are trademarks of E.piphany, Inc.,
registered in the United States and other jurisdictions, and E.6 is a
trademark of E.piphany, Inc. All other trademarks are the property of their
respective owners.
This press release contains forward-looking statements regarding E.piphany
products and product features. The success of the products described above of
E.piphany may differ from the results discussed or forecasted in the forward-
looking statements. Factors that could cause actual results to differ
materially from the forward-looking statements include, but are not limited
to: risks associated with new versions and new products; compatibility of
E.piphany's software with other software programs; delays in the development
or release of new applications or application enhancements; customization,
deployment and/or operational delays or errors associated with E.piphany's
applications or those of third parties; implementation of products and
services; existence of errors or defects in products; rapid technological
change; significant current and expected additional competition; and the need
to continue to expand product distribution and services offerings. Further
information on potential factors that could affect the financial results of
E.piphany are included in E.piphany's Annual Report on Form 10-K, Quarterly
Reports on Form 10-Q and its other filings with the Securities and Exchange
Commission, which are available at http://www.sec.gov. E.piphany assumes no
obligation to update the forward-looking statements in this press release.
SOURCE E.piphany, Inc.
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Related links:
http://www.epiphany.com
Photo Notes:
NewsCom:
http://www.newscom.com/cgi-bin/prnh/20020724/EPNYLOGO
AP Archive: http://photoarchive.ap.org
PRN Photo Desk, 1-888-776-6555 or +1-212-782-2840
CONTACT:
press, Kim Stocks of E.piphany,
+1-650-356-5863, or kstocks@epiphany.com; or Meghan Butler of
Applied Communications, +1-415-365-0222, or
mbutler@appliedcom.com, for E.piphany; or investors, Todd
Friedman of E.piphany, +1-650-356-3934, or tfriedman@epiphany.com
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