LAS VEGAS, Perspectives Conference 2003, Oct. 20 /PRNewswire-FirstCall/ -- Epicor (Company
Profile, Past
Stories, Case
Studies) Software Corporation (Nasdaq: EPIC - News), a leading provider of integrated enterprise software solutions for midmarket companies, today
announced that Visioneer Inc., a world-class developer in the document imaging market, has selected Epicor's Web services-based Clientele Customer Support and
Clientele Self-Service Portal to automate and manage the Web portion of its customer service processes. Visioneer, which currently manages service on more than 300,000
products worldwide, required a technology solution to support its customer-centric business strategies and processes that would grow with today's demanding customer
service needs.
Innovation in Customer Service
Understanding the importance of maintaining customer loyalty, Visioneer has incorporated customer service as a core part of its business strategy. The company recently
pulled all of its customer support functions in-house, closely aligning Customer Service and Technical Support with Product Development and Engineering, enabling
Visioneer to offer the highest quality of service to its customers. To support this new customer service strategy, Visioneer sought to take advantage of Web-based customer
relationship management (CRM) technologies in order to ensure cohesive and effective customer interactions. After evaluating solutions from Siebel, Remedy, Clarify, and
others, Visioneer choose Clientele.
"While most other companies continue to maintain offshore Customer Service and Support organizations, Visioneer is bucking the trend by pulling all of our service
and support in-house," said Murray Dennis, president and CEO of Visioneer. "To support this internal, integrated Web and voice service strategy, we required a
solution that could offer Web-based accessibility so our customers could have access to accurate information, at their convenience. With Clientele, our service
representatives have customer details at their fingertips, enabling us to ensure the highest quality of service to the customer, more quickly pinpoint the service issue and
bring resolution, and ultimately gain and maintain high standards of customer loyalty."
In addition to the anticipated benefits from integrating and streamlining its Web and voice customer service processes, Visioneer understood the flexibility that a Web
services solution would offer and weighed the criteria heavily in the selection process. Clientele Customer Support and Clientele Self-Service Portal, which have earned
recognition for their innovation in the form of numerous industry awards, are built on a Web services architecture using the Microsoft .NET Framework to enable new levels of
flexibility, scalability and integration. Clientele Customer Support, a complete call management solution for supporting external customers works in sync with Clientele Self-
Service Portal which is designed to dramatically reduce the number of first-level calls made to the support department, enabling support staff to concentrate on solving more
complicated problems while reducing support costs.
Clientele Customer Support and Clientele Self-Service Portal utilize the Microsoft Visual Studio .NET IDE (Integrated Development Environment) as the customization
environment. By building the Clientele Software Development Kit (SDK) on top of Visual Studio .NET, the solutions can be modified quickly and easily, promoting a faster
return on investment and a lower total cost of ownership. Visioneer, which boasts a skilled team of in-house developers experienced in Visual Basic, will handle the
customizations and integration internally.
"Clientele solutions have the depth of functionality and flexibility that midmarket industry leaders like Visioneer require," said Doug Berry, vice president and
general manager of Epicor's Clientele Group. "By leveraging the benefits of emerging technologies such as Web services, Clientele solutions further increase customer
satisfaction and enterprise efficiency, providing low total cost of ownership and a faster return on investment."
About Epicor Software Corporation
Epicor is a leading provider of global enterprise software solutions that help midmarket companies think ahead and stay ahead. Founded in 1984, Epicor has over 15,000
customers and continues to deliver 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.
email this article