Epicor Wins TMC Labs Innovation Award (email this article)

IRVINE, Calif., Sept. 17 /PRNewswire-FirstCall/ -- Technology Marketing Corporation (TMC), publisher of Customer Inter@ction Solutions magazine, has selected Epicor Software Corporation (Nasdaq: EPIC - News) (Company Profile, Past Stories, Case Studies), a leading provider of integrated enterprise software solutions for midmarket companies, and its Clientele Self-Service Portal solution as a winner in the 2003 TMC Labs Innovation Awards. The TMC Labs staff, which handpicks the leading innovative products and services within the call center industry for its annual awards program, chose Epicor as a winner from more than 200 entries. Earlier this year, Clientele Self-Service Portal defeated salesforce.com and MySAP to win the 2003 eWEEK eXcellence Award in the best customer and supplier management category.

Clientele Self-Service Portal is a fully integrated application that works with common Internet browsers to reduce the number of first-level calls made to the support department enabling support staff to concentrate on solving more complicated problems. Clientele Self-Service Portal, which leverages Web services technologies for added stability and flexibility, integrates with the Clientele CRM.NET and 7x versions of the Clientele Customer Support solution, enabling quick delivery of comprehensive and up- to-date information to create happier, more satisfied customers.

According to Tom Keating, TMC's chief technology officer and head engineer at TMC Labs, the benefits of Clientele Self-Service Portal are two-fold. "First, it provides an easy-to-use Web interface offering convenient anywhere, anytime access for customers to product and service information as well as answers to their questions," said Keating. "Second, it offers customers the opportunity to resolve certain issues without calling the support center, saving the customers' time and the company's money and improving the call center efficiency."

Growing Demand for Self-Service

Industry analysts estimate the cost per transaction (CPT) for traditional phone-based support at up to $30. In contrast, the CPT for Web self-service is estimated at as low as $0.25. "As more and more customers move to the Web to conduct business, self-service via the Internet is becoming a critical component of a competitive customer service strategy. Clientele Self-Service Portal helps minimize call volume and call center operational costs, while providing the convenience and quick resolution that customers desire," said Doug Berry, vice president and general manager for Epicor's Clientele Group. "Receipt of the TMC Labs Innovation Award not only builds upon Epicor's reputation as a leading provider of highly-functional CRM solutions for the midmarket, but also validates the growing demand for self-service in today's enterprise."

Epicor and Clientele Self-Service Portal are featured in a winners' profile in the September 2003 issue of Customer Inter@ction Solutions.

About Epicor Software Corporation

Epicor is a leading provider of integrated enterprise and eBusiness software solutions for midmarket companies around the world. Founded in 1984, Epicor has over 15,000 customers and delivers end-to-end, industry-specific solutions that enable companies to immediately improve business operations and build competitive advantage in today's Internet economy. Epicor's comprehensive suite of integrated software solutions for Customer Relationship Management, Financials, Manufacturing, Supply Chain Management, Professional Services Automation and Collaborative Commerce provide the scalability and flexibility to support long-term growth. Epicor's solutions are complemented by a full range of services, providing single point of accountability to promote rapid return on investment and low total cost of ownership, now and in the future. Epicor is headquartered in Irvine, California and has offices and affiliates around the world. For more information, visit the company's Web site at www.epicor.com.

Epicor and Clientele are registered trademarks of Epicor Software Corporation. All other trademarks referenced are the property of their respective owners. The product and service offerings depicted in this document are produced by Epicor Software Corporation.