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E.piphany Scores Big Retailers

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Posted December 4, 2001 By Robyn Greenspan     Feedback

The company's CRM solutions will rev up Harley-Davidson's contact center and outfit the Burlington Coat Factory in improved customer service.

E.piphany, Inc. rang up a couple of major customers for its call center and customer relationship management solutions — both Harley-Davidson and Burlington Coat Factory Warehouse Corporation will take advantage of E.piphany's flexible, open architecture solutions to enable improved support and better management of their respective contact centers.

Management and technology consulting organization Accenture will deliver the E.piphany solution to Harley-Davidson, enabling proactive service and support for dealers and consumers worldwide. The application will give the motorcycle manufacturer a more complete understanding of its customer base, while anticipating the needs of its dealer network. Additionally, the contact center software will also help Harley-Davidson to manage incoming customer/dealer inquiries in the call center by providing more robust service and highly personalized assistance.

Harley-Davidson's E.piphany-based customer contact management system will be integrated with the existing technology infrastructure to provide the business intelligence to reduce cycle time for issue resolution and decrease repeat calls.

"Because of Harley-Davidson's unequaled product and extraordinary customer loyalty requirements, this was one of the most coveted CRM opportunities of the year," said Roger Siboni, president and CEO of E.piphany. "We are extremely proud to be chosen by Harley-Davidson as their CRM partner and look forward to helping them further their exceptional reputation."

Burlington Coat Factory's selection of E.piphany was predicated by increased customer inquiries during the holidays, and a need to better manage the heavy volumes of customer requests, while ensuring quick response times and the delivery of accurate information to consumers.

Last holiday shopping season, Burlington Coat Factory re-launched its e-commerce Web site, resulting in more business for the company and an influx of customer requests through both online and offline channels. "Before implementing E.piphany, it was difficult to manage the volume of incoming e-mails and phone calls and respond to them in a timely manner. With the implementation of E.piphany, the problem went away," said Ginger Atwater, director of e-business at Burlington Coat Factory.

While Harley-Davidson only recently selected E.piphany solutions, Burlington Coat Factory was signed as an E.piphany customer in the second quarter of 2001, with E.piphany alliance member and CRM integrator, FCW Consulting Inc. leading the deployment. "The system took less than three months to implement and our agents adopted the system almost immediately," said Atwater.

Headquartered in San Mateo, Calif., E.piphany provides an integrated software, such as the E.piphany E.5 solution — a product that blends Web-based analytic and operational CRM to unify all inbound and outbound marketing, sales and service customer interactions. E.piphany delivers CRM solutions for over 300 leading companies in the retail, financial services, communications, technology, and travel industries including BMW, DaimlerChrysler, Amazon.com, American Express, The Gap, Citibank, Microsoft, American Airlines, and over 20 percent of the Fortune 100.

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