Company Chooses E.piphany for Modularity, Quick Deployment Time, and Full
Footprint Solution for Long-Term CRM Strategy
SAN MATEO, Calif., Dec. 4 /PRNewswire/ -- E.piphany, Inc. (Nasdaq: EPNY),
a leading provider of customer relationship management (CRM) software, today
announced that Burlington Coat Factory Warehouse Corporation has successfully
implemented E.piphany's call center software to better manage heavy volumes of
customer requests, while ensuring quick response times and the delivery of
accurate information to consumers. Predicated by increased customer inquiries
during the holidays, Burlington Coat Factory selected E.piphany for its
advanced customer interaction system that enables streamlined business
processes, enhanced customer service experiences and an increase in the
overall operating effectiveness of the company's customer service department.
Last holiday shopping season, Burlington Coat Factory re-launched its
e-commerce Web site which resulted in more business for the company and an
influx of customer requests through both online and offline channels. Without
a smart call center solution in place, Burlington Coat Factory struggled to
keep track of email and phone inquiries and respond to them in a timely
fashion. This created inefficiencies in the company's customer service
department and also inhibited a completely positive customer experience for
some Burlington Coat Factory shoppers. The company resolved that a flexible
and reliable call center solution was a business imperative for the 2001-2002
holiday season and chose E.piphany after evaluating several vendors.
Now that the E.piphany software is up and running, Burlington Coat Factory
is better able to manage and respond to customer service requests, and the
company is also learning about key business trends by analyzing call center
data. Once trends are identified, Burlington Coat Factory uses the
information to make strategic decisions to further improve how the customer
service department operates and interacts with consumers.
"Before implementing E.piphany, it was difficult to manage the volume of
incoming emails and phone calls and respond to them in a timely manner," said
Ginger Atwater, Director of E-Business at Burlington Coat Factory. "With the
implementation of E.piphany, the problem went away. The system took less than
three months to implement and our agents adopted the system almost
immediately."
Atwater added, "We're pleased with our selection of E.piphany over other
products on the market. It has helped make our organization and agents more
effective by providing key customer information for responsive, accurate
service. We're also glad to have chosen a solution that can grow to meet our
future business requirements."
"E.piphany's smart call center solution has afforded Burlington Coat
Factory a flexible solution that allows them to solve immediate business
problems today, formulate a workable customer service strategy for the future,
and grow into a CRM solution over the long term," said Roger Siboni, president
& CEO at E.piphany. "Burlington Coat Factory is a perfect example of a
company utilizing the modularity of the E.piphany E.5(TM) solution. Every
company has unique requirements and the E.piphany architecture defies a 'one
size fits all' approach to bring a flexible solution that's easy to implement
and achieves rapid time to value."
Burlington Coat Factory was signed as an E.piphany customer in the second
quarter of 2001. The implementation of E.piphany software was completed in
less than three months and was successfully led by FCW Consulting Inc., an
E.piphany alliance member and expert CRM integrator, serving customers for
over seven years in the U.S., Europe and Australia.
About E.piphany
E.piphany is a leading provider of next-generation customer relationship
management (CRM) software for the Customer Economy. By providing an
integrated suite of software solutions, the E.piphany E.5 solution blends
web-based analytic and operational CRM to unify all inbound and outbound
marketing, sales and service customer interactions. E.piphany E.5 enables a
single, enterprise-wide view of each customer to help global businesses better
understand and proactively serve customers in real time. With worldwide
headquarters in San Mateo, California, E.piphany has regional operations and
offices throughout North America, Europe and Asia Pacific.
About FCW
FCW Consulting, Inc. provides people, processes and technology that
empower your marketing, sales and service teams to acquire and cultivate your
most profitable customers. Since 1994, FCW has helped over a hundred
enterprises improve customer satisfaction and profitability. Fortune 1000
firms in Retail, Insurance, Automotive, HiTech, Consumer Products, Telco,
Financial Services and other industries have selected FCW for their expertise
with CRM software and best practices. FCW quickly transforms your vision and
strategy into an effective and robust E.piphany solution, adapted to succeed
in your unique business environment. FCW is headquartered in San Jose, Calif.
For more information, call 408-376-3700 or visit the web site at
http://www.fcw-inc.com .
NOTE: E.piphany. E.5, and the E.piphany logo are trademarks of E.piphany,
Inc. All other trademarks are the property of their respective owners.
SOURCE E.piphany, Inc.
 back to top
Related links:
http://www.epiphany.com
CONTACT:
press, Kim Stocks of E.piphany, Inc.,
+1-650-356-5863, or kstocks@epiphany.com; or Stacey McCarthy,
Blanc & Otus, +1-415-856-5116, or smccarthy@blancandotus.com; or
investors, Todd Friedman of E.piphany, Inc., +1-650-356-3934, or
tfriedman@epiphany.com
|
