Company Profile

Clarify, Inc.

Clarify is a global provider of enterprise solutions for managing customer relationships in companies across virtually every industry. Clarify pioneered the first integrated suite of front office applications, and was the first to introduce a number of key innovations—including web self-service—that personalize every customer interaction, increase loyalty, and maximize relationships at significantly reduced costs. Over the past several years, Clarify has grown at an incredible rate of 3,844 percent, which has landed the company in a top-three position within the front office/customer interaction software industry. Our growth put Clarify on the Silicon Valley Technology's 1997 Fast 50 list for fastest growing companies-the only front office vendor in the top 10. In addition, two publications, Call Center Magazine and Computer Telephony Integration Magazine, have recently honored Clarify with "product of the year" awards. Clarify continually invests more in research and development than any other front-office vendor, a focus that has made us the technology leader in the industry. We've been first-to-market with key innovations, including our integrated problem-resolution system, our Web products, and our mobile data replication and synchronization systems. Traded as Nasdaq: CLFY  
 
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E-mail:		 2560 Orchard Parkway
San Jose   CA 95131
USA
408-965-7000
408-965-7001
www.clarify.com
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Employees:		 1990
Public
>$100M
700
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 Yes
 
 
Core Products and Services

Clarify eFront Office Designed for an e-business organization, Clarify eFrontOffice leverages the latest database, Internet, mobile and intelligent software agent technology to ensure that every customer interaction is personalized, consistent, knowledge-based and shared throughout a distributed enterprise. eFrontOffice offers comprehensive functionality that automates customer centric business processes, increases employee productivity and ensures the high level of convenience and assurance required for online customers. Clarify is proven to be the most scalable front office solution available today.
 
Clarify eFrontOffice Customer Service Solution ClearSupport- Utilizes features like configuration control, workflow, problem resolution, and ownership and commitment tracking to manage information flow within a service organization. ClearQuality- Links ClearSupport with business operations - product development, engineering, quality assurance, etc. - often needed to resolve a customer issue. ClearQuality tracks product change activity (software patches/upgrades, engineering change orders, etc.), connecting those activities with the original inquiry and keeping all parties aware of resolution status. ClearCallCenter - Computer-telephony-based integration generates screen "pops" for service agent screens that are populated with customer data, facilitating expeditious and complete call resolution. CallCenter includes a ScriptManager that allows managers to design and test service agent scripts with a point-and-click interface. ScriptManager also can trigger event-based follow-ups from the results of a call, such as e-mail confirmations to a customer or notification to sales or service staff to contact the customer.
 
Clarify eFrontOffice Help Desk Solution ClearHelpDesk- Includes closed loop problem resolution, ownership and commitment tracking, change management as well as integration with third-party asset management and knowledge bases.
 
Clarify eFrontOffice Field Service Solution ClearLogistics- Propels Clarify's strong presence as a field service solution for the manufacturing and telecommunications markets. Field Operations tracks service staff schedules, dispatches personnel based upon skill sets/availability, logs time and expenses, and maintains customer/site configuration data. Order Operations controls administration, pricing, and provisioning of replacement parts. Spares Manager tracks availability, location, and inventory, as well as generating packing and waybills. Integrated with the general ledgers of ERP systems, it supports just-in-time parts deployment, billing, and replenishment. ClearEnterprise Traveler- Provides mobile services personnel with access to field service module.
 
Clarify eFrontOffice Sales and Marketing Solution ClearSales- Supports territory and opportunity management, quote and configuration generation, and forecasting. An optional Marketing Encyclopedia generates staff alerts about promotions, collateral, and sales aids. The Target Account Selling (TAS) option applies the Target Marketing Systems methodology to selling activity. Clarify supplements ClearSales with partner offerings: Calico and Newtonian for sales configuration, WisdomWare for marketing encyclopedia and sales coaching, Broadbase for datamining, and MarketFirst and Market Touch for Internet-based marketing automation. ClearEnterprise Traveler- Provides mobile users with the same interface as connected users. Synchronization is via an asynchronous store and forward mechanism, requiring no direct database connection
 
Clear Express Provides a Web-Based front-end that allows users to log cases, check case status append notes, or search a knowledge base from a browser.

 

Representative Customers
Best Buy    Best Buy, the nation's largest-volume specialty retailer of consumer electronics, personal computers, entertainment software and appliances, is using Clarify to drive its field service, logistics, and customer service operations over the web and across its more than 300 retail stores and service centers in the United States. In choosing Clarify to replace its homegrown, PC-based system, the company's main objectives were to establish a platform on which Best Buy could grow its service business, both in volume as well as responsiveness to customers. By tracking and personalizing every customer interaction throughout the sales and service experience, and providing customers with web access to information about their products, Best Buy is extending its strong reputation for service throughout the customer lifecycle, and positioning the company to dominate in the new 'click and mortar' paradigm.  
Ericcson    Ericsson's 100,000 employees are active in more than 130 countries. Their combined expertise in fixed and mobile networks, mobile phones, services and infocom systems makes Ericsson a world-leading supplier in telecommunications. More information can be found on Ericsson’s Web site http://www.ericsson.com  
Hewlett-Packard Company    Hewlett-Packard Company is a leading global provider of computing, Internet and intranet solutions, services, communications products and measurement solutions, all of which are recognized for excellence in quality and support. HP has 125,300 employees and had revenue of $42.9 billion in its 1997 fiscal year. Information about HP and its products can be found on the World Wide Web at http://www.hp.com.  
Motorola    Motorola has achieved significantly improved customer loyalty and increased productivity as a result of its global deployment of Clarify. Clarify enables centralized customer care throughout Motorola, including the company's Commercial, Government and Industrial Solutions Sector (CGISS). CGISS represents greater than $4 billion in annual revenues for Motorola, selling and servicing communications technologies, products and services. With 100,000 customers supported by 23 separate Motorola operations throughout North America, Europe, Asia, Australia, Israel and Latin America, CGISS faced a significant challenge in quickly addressing customer issues. Prior to implementing Clarify, Motorola representatives weren't able to answer a customer's questions regarding areas outside of their group's expertise. Frequently the same customer had to contact several different groups to get all their questions answered, creating customer frustration and challenging the company's ability to provide a satisfying and competitive experience for its customers. With Clarify, Motorola now has a centralized, flexible and scalable solution that allows representatives access to the history of a customer's interactions with the company, and the ability to resolve all customer issues in the first contact. Clarify's flexibility enables each of CGISS' 23 groups to retain its own business rules, customer sets and processes within a single application for easier management and resource sharing. More than 4,000 sales and service representatives use Clarify at Motorola today, including 2300 users within CGISS. The company is enhancing its web-based self-sales and self-service offerings for dealers and customers throughout the year, and continuing to consolidate its service delivery companywide in order to enhance the customer experience.  
ADP    ADP is a giant in the payroll, benefits administration, and human resources services industry -- each year, customer service representatives in 50 field service centers handle some 90 million calls. Service and customer retention is the backbone of the company. While many organizations would barely take note of a tiny decrease in customer satisfaction, ADP determined that every percentage point drop would cost the company $450 million. In order to ensure ongoing, superior customer support, they chose Clarify's front office solution to link disparate information systems between ADP divisions. The results? Clarify was rolled out in just four months, compared to two years for similar systems. Call handling time was reduced by 500,000 hours per year. The number of questions answered on the first call was increased by 63 percent. Employee training time and costs went down. Customer satisfaction increased by five percent. The bottom line for ADP is fast, accurate answers to customer questions, and a competitive advantage over other payroll and human resources outsourcing organizations. The $35 million system is expected to pay for itself in two years. ADP was named Call Center Magazine's "1999 Call Center of the Year." responsive, personalized service and support. Faced with a homegrown, legacy system that couldn't provide the responsiveness to support the company's aggressive growth, U S WEST.net implemented Clarify for an integrated customer contact center that provides anytime, anyway customer access to support. Today, more than 90 percent of customer inquiries are resolved in the first contact. With Clarify, the company has a single view of its business and consumer customers through one integrated system that streamlines business processes, improves customer responsiveness, and lowers the cost of systems support  
Microsoft    One of Microsoft's fastest-growing divisions provides support to customers who have chosen Microsoft products to deploy mission-critical business systems --the kind that require consistent, integrated, around-the-clock customer and support. Microsoft deployed Clarify as the foundation of these mission-critical support offerings, primarily due to Clarify's performance in high-volume environments, scalability, and its ability to allow Microsoft to offer consistent and integrated support, regardless of location. The Clarify system has resulted in: A reduction in time spent on each case An increase in customer satisfaction Higher employee productivity and labor utilization Over 4,000 support representatives at Microsoft and its outsourcing organizations around the globe use the Clarify system to track and manage all customer support activities-from the first customer call through all status changes, escalations and notifications related to a case. Matt Ragen, Group Manager Customer Management Markets, Microsoft "Between Clarify and Microsoft, you have two really world-class organizations that are really out to solve customer problems and support them over the long term."  

 

Major Partners
Microsoft    Since its inception in 1975, Microsoft’s mission has been to create software for the personal computer that empowers and enriches people in the workplace, at school and at home. Microsoft’s early vision of a computer on every desk and in every home is coupled today with a strong commitment to Internet- related technologies that expand the power and reach of the PC and its users. As the world’s leading software provider, Microsoft strives to produce innovative products that meet customers’ evolving needs. Microsoft to offer consistent and integrated support, regardless of location.  
Broadbase    Broadbase Software, Inc. is the leading provider of e-business analytic solutions that enable companies to be proactive and effective in their efforts to acquire, retain and personalize customer relationships.  
Ernst & Young    Ernst & Young's Customer Connections helps companies achieve growth by focusing on each of the links in the customer relationship value chain. From creating a relationship strategy to integrating information across your enterprise, E&Y's Customer Connections team focuses on the people, process, knowledge, and technology issues that will help you achieve growth through the management of your customer portfolio.  
IBM    BM is the largest provider of server computers in the industry, offering a broad range of products that feature the performance, reliability and scalability required by companies of every size.  
Sun Microsystems    Workgroups are quickly becoming part of the corporate infrastructure, requiring access to business critical applications no matter where the location. Sun, the leader in enterprise computing is bringing enterprise-class reliability, availability and serviceability features to make workgroup computing even more robust. Sun Enterprise 250 is the new member of our workgroup server family. Sun offers the broadest range of binary-compatible server line with robust software to meet all enterprise computing challenges.  
Compaq    Compaq Services has the solutions you need to succeed in today's competitive marketplace. We offer extensive experience and proven methodologies to support the most critical technology-driven aspects of your business—and to help keep your operations running smoothly and productively. Within Compaq Services, two Clarify-related service organizations are focused on providing specific service offerings to meet your IT needs in the areas of planning, design, implementation, management, and support:  

 

Industry Awards
October 28, 1999    Microsoft 1999 Industry Solution Award  
January 14, 2000    PRODUCT OF THE YEAR AWARD BY C@LL CENTER CRM SOLUTIONS  
February 4, 1999    Product of the Year by Call Center Magazine