Cross-Selling Initiative Increases Offer Acceptance Rates More Than 55 Percent
And Delivers Positive ROI Within Six Months
LONDON, Sept. 23 /PRNewswire-FirstCall/ -- E.piphany, Inc. (Nasdaq: EPNY),
a full-suite provider of customer relationship management (CRM) software,
today announced the successful deployment of its Real-Time software for cross-
selling at one of the UK's leading banks, HBOS.
(Photo: http://www.newscom.com/cgi-bin/prnh/20020724/EPNYLOGO )
The announcement marks the second phase of deployment in approximately 750
Halifax retail bank branches, with the third phase to implement into Halifax
estate agency offices by the end of 2002. The partnership between E.piphany
and HBOS began with the implementation of E.piphany Real-Time to customer
service agents in the Halifax Direct contact center, a project that delivered
payback within six months and generated increases in offer acceptance rates of
more than 55 percent from top selling agents.
E.piphany Real-Time provides real-time intelligence to front line HBOS
employees by supplying a dynamic, instant view of customers and their account
holdings. E.piphany Real-Time builds a customer profile containing various
account details and customer information, and provides predictive
recommendations for each individual customer. For example, Real-Time might
indicate to a bank cashier that a particular customer is a likely candidate
for a new mortgage promotion. With this insight, the cashier could then
briefly explain the promotion and prompt the customer to make an appointment
with a mortgage specialist. The system continuously and automatically learns
from customer interactions, therefore enabling HBOS to target cross-selling
opportunities to the right customers and avoid presenting inappropriate
offers.
Leveraging Real-Time's multi-channel capabilities, HBOS intends to deploy
the system into other retail channels to enable similar information to be
shared across all its customer touch-points. It is also plans to increase the
scope of the implementation to cover the Bank of Scotland retail operations.
Halifax staff, as much as customers, will benefit from this
implementation. Graeme Morgan, product manager of retail bank IT at Halifax,
commented on the deal: "Our staff can have total confidence to sell our
financial products, based on the fact that all the information they have is
the most up to date available. From entering the customer account number it
takes a fraction of a second for the E.piphany Real-Time software to provide
the appropriate product offering. This has already given us a strong
advantage in our branches, driven product uptake, and helped maintain customer
and employee satisfaction."
Frank Barker, senior vice president and general manager for EMEA at
E.piphany said: "This is a significant UK project for E.piphany, and I am
confident that HBOS will continue to see a healthy return on its investment in
our software. Our ongoing relationship with HBOS has already delivered return
on investment in their contact centers, and proves the ability of E.piphany
software in a highly competitive market place."
Halifax became an E.piphany customer at the end of 2000, and since its
merger with the Bank of Scotland, is now engaged in a company-wide integration
effort involving its E.piphany CRM solution, placing an active focus on
personalizing its customer interactions and driving intelligence into all
customer facing activities.
About Halifax
Formed in September 2001 from the merger of Halifax and Bank of Scotland,
HBOS is the UK's largest mortgage and savings provider. With over 25 million
customers it has a relationship with two out of every five households in the
UK. The HBOS Retail Bank has the largest customer base and broadest
distribution reach of any UK financial institution. Halifax and Bank of
Scotland brands have a long tradition of serving mainstream consumers and are
two of the strongest brands in the UK offering the complete range of financial
services to the market. For more information please go to: http://www.hbosplc.com
About E.piphany
E.piphany provides Smart CRM(TM) solutions for the largest global
enterprises. The company's integrated suite of applications for Marketing,
Sales, and Service, E.piphany E.6, 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 applications are built on the industry's most advanced CRM
architecture resulting in fast and easy deployment, the ability to adapt to
changing business demands, and permanent cost of ownership advantage. Leading
companies, including more than 35 percent of the Fortune 100, use E.piphany
products to enhance the customer experience, improve 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. For more information
go to: http://www.epiphany.com
SOURCE E.piphany, Inc.
 back to top
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:
Kim Stocks of E.piphany, +1-650-356-5863 or
kstocks@epiphany.com; or Katie Hine, 020 7413 3229 or
khine@blancandotus.com, or Kirsten Ackroyd, 020 7413 3338 or
kackroyd@blancandotus.com, both for E.piphany
|
