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Emerson's E-Business Initiative Continues Strengthening Customer Relationships, Productivity

Company Selects E.piphany for Customer Relationship Management System


ST. LOUIS--Oct. 16, 2000--Emerson Electric Co. (NYSE:EMR - news) is using high-tech solutions to build real-time, one-on-one relationships with its customers around the world. The company has entered an enterprise-wide licensing agreement with San Mateo, Calif.-based E.piphany, Inc. (NASDAQ:EPNY - news) that includes all modules of the E.piphany E.5(TM) system. The comprehensive customer relationship management system will be implemented in several Emerson divisions by early 2001.

Using the E.piphany E.5 system, Emerson divisions will have the capability to integrate all aspects of the customer experience by collecting, analyzing, sharing and acting upon customer information.

``Our strategic partnership with E.piphany allows us to get to the heart of customers' needs,'' said Charles A. Peters, senior executive vice president and e-business leader for Emerson. ``For Emerson to create a positive customer experience, it must be aware of the activities taking place in all our customer support areas. In the past, it has been challenging to integrate the different functions to streamline performance and add value to our relationships. With E.piphany, our divisions will be able to create a central repository for customer information and track activities in many different areas.''

Emerson will use E.piphany as a business and customer relationship-building tool:

-- Divisional management Web-based dashboards will give daily input

into decision making on customer opportunities.

-- As Emerson divisions launch new products, integrated marketing

communications campaigns will be automatically generated for the

highest priority prospects.

-- Call center contacts will be coordinated closely across sales,

engineering and manufacturing functions to maximize responsiveness

to customer needs.

-- Cross-selling opportunities among Emerson divisions will be

maximized because E.piphany aggregates customer data and prospects

across product lines and businesses.

Under the license, all of Emerson's 60-plus divisions will have the opportunity to use the E.piphany E.5 architecture that includes data warehouse, analysis and reporting, marketing campaign management, and call center modules. Four Emerson divisions - ASCO, Copeland, In-Sink-Erator and Liebert - are the first to begin implementing E.piphany E.5 solutions.

While each Emerson division will use the modules that best fit its e-business needs, the overall outcome is expected to be a better customer experience, greater cost savings, and increased sales and productivity.

``E.piphany continues to partner with industry leaders like Emerson to help revolutionize the way corporations interact with their customers,'' said Roger Siboni, president and CEO of E.piphany. ``E.piphany E.5 will provide Emerson with a window into its customer base, allowing them to analyze and act on pertinent data to grow customers and profits. Becoming the customer relationship management platform at Emerson represents another customer milestone for E.piphany.''

Emerson is applying online solutions to transform how it does business, leveraging benefits across three key areas: sourcing, productivity and customer relationships. By year-end, more than 30 Emerson units will have active Internet transaction sites. Emerson has invested $50 million to date in eBusiness initiatives and this year will transact more than 10 percent of sales online. Today, there are 115 active projects under way across the enterprise.

eWeek magazine (formerly PC Week) has named Emerson among the companies ``leading the way'' into the networked world of the new economy. Emerson ranked 40th in the magazine's Fast Track 100 listing of e-business networking innovators using Web-based technologies to develop stronger customer relationships.

About E.piphany

E.piphany is the leading provider of intelligent customer interaction software for the customer economy. By providing an integrated suite of software solutions, E.piphany E.5 blends Web-based analytic and operational customer relationship management 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, Calif., E.piphany has regional operations and offices throughout the United States, Europe and Asia Pacific.

About Emerson

St. Louis-based Emerson Electric Co. ( http://www.emersonelectric.com ) is a global leader in providing customers with innovative technologies and solutions in five business segments: industrial automation; process control; heating, ventilating and air conditioning; electronics and telecommunications; and appliance and tools. Sales in fiscal 1999 were $14.3 billion.

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.


 
Editorial Contact:
Kim Stocks
E.piphany, Inc.
650-356-5863
kim.stocks@epiphany.com
 
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