Linking Sales, Marketing and Customer Service Delivery Holds Key To Improving
Experience for Air Travellers; Company Implements Intelligent Sales Software
Driven by Real-Time Analytics
ZURICH, Switzerland, June 11 /PRNewswire-FirstCall/ --
E.piphany, Inc. (Nasdaq: EPNY), a leader in customer relationship management
(CRM), today announced that SWISS, the new Swiss intercontinental airline, has
partnered with E.piphany to enhance the customer experience and establish a
new benchmark in customer satisfaction. Additional information is available
at: http://www.epiphany.com/customers/swiss
The deal provides SWISS with technology to give a single, enterprise-wide
view of each customer through the E.piphany E.6(TM) suite. The Web-based
platform of E.6 links to the centralized customer database and pulls together
historical flight information as well as sales and marketing data and enables
the exchange of information between key customer touch-points throughout the
service chain. This enables more sophisticated marketing and servicing
techniques to monitor customer satisfaction and provide a better service to
travellers, which spans travel planning, inquiries and bookings, to targeting
them with special offers based on known customer preferences.
In the course of a company-wide integration of CRM processes, the airline
conducted an extensive competitive evaluation to find the leading vendor in
intelligent customer interaction software. An essential factor in choosing
E.piphany was that the software provides delivery of real-time customer
intelligence, through E.piphany Sales, to increase the conversion of customer
interactions to sales.
In addition to E.piphany's Intelligent Sales solution, SWISS selected
E.piphany's Campaign Management module as single link to the existing
centralized customer data warehouse and frequent flyer database as well as the
company's unique Customer Loyalty Information Program (CLIP) and other
technology supported 'Customer Care' innovations. Together, the intelligent
Sales Force Automation and the Campaign Management modules provide a
borderless solution that streamline marketing and sales activities to improve
organizational effectiveness between department. The software will also enable
SWISS to integrate data concerning contracts and performance of the different
SWISS affiliates with the campaign management data.
"It is of vital importance that our multi-channel worldwide campaigns are
orchestrated in harmony with the sales force activities undertaken by our
local agents and agencies," said Peter Baumgartner, SWISS' General Manager of
Core Customer Marketing. "E.piphany's appreciation of the current
requirements of our customers in this market, its ability to complement
existing processes and systems plus comprehension of the holistic approach
towards CRM is a large part of why we selected them. It will strengthen our
leadership in customer care and enhance the travel experience over all
customer touchpoints worldwide."
Within the business-to-business environment, the optimization of segment
specific marketing, sales and communication capabilities by E.piphany's
software allows the airline to set up partnerships within the travel market,
offering synergies with airline and non-airlines partners alike. The E.piphany
E.6 software was easily integrated into the existing SWISS IT platform, thus
protecting the airline's investments and maximizing its holistic CRM
capability.
The roll out for the full implementation of the E.piphany solution will
include extensive user training and process change management. This will
involve not only E.piphany's experts, but also business executives from SWISS,
as well as internal and external IT specialists.
About SWISS
SWISS is the new intercontinental airline of Switzerland, making a
significant investment in quality innovation, customer care and design. SWISS
serves 59 countries and 126 destinations worldwide with 132 aircraft, 26 long
haul, and 102 medium and short haul. SWISS' 10,000-plus staff, representing
66 nationalities, are highly trained professionals who are skilled in problem
solving using the most technologically advanced Customer Loyalty Information
Program (CLIP).
About E.piphany
E.piphany provides Smart CRM(TM) solutions for the largest global
enterprises. The company's integrated CRM suite, E.piphany E.6(TM) is driven
by real-time intelligence to enable global businesses to better understand
their customers and take the optimal action to improve customer satisfaction,
increase revenue and reduce costs. E.piphany's Smart CRM system is built on
the industry's most advanced, Web-based, CRM platform, resulting in fast and
easy deployment and adoption. Leading companies, including more than 35% of
the Fortune 100, use E.piphany products to enhance their customers'
experience, enable organizational effectiveness and drive value. With
worldwide headquarters in San Mateo, California, E.piphany has regional
operations and offices throughout North America, Asia Pacific, Europe, Japan
and Latin America.
NOTE: E.piphany, E.6, Smart CRM, ActivePath and the E.piphany logo are
trademarks of E.piphany, Inc. All other trademarks are the property of their
respective owners.
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SOURCE E.piphany, Inc.
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Related links:
http://www.epiphany.com
CONTACT:
U.S. press, Kim Stocks of E.piphany,
+1-650-356-5863, or kstocks@epiphany.com; or Stacey McCarthy of
Blanc & Otus, +1-415-856-5116, or smccarthy@bando.com, for
E.piphany, Inc.; or European press, Christian Cubitt,
+44(0)207-413-3124, or ccubitt@blancandotus.com, or Simon Glazer,
+44(0)207-973-4449, or sglazer@blancandotus.com, both of Blanc &
Otus, for E.piphany; or investors, Todd Friedman of E.piphany,
+1-650-356-3934, or tfriedman@epiphany.com
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