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Burlington Coat Factory Implements E.piphany Software to Improve Customer Service During the Holidays and BeyondCompany Chooses E.piphany for Modularity, Quick Deployment Time, and Full Footprint Solution for Long-Term CRM StrategySAN MATEO, Calif., Dec. 4 -- E.piphany, Inc. (Nasdaq: EPNY - news), a leading provider of customer relationship management (CRM) software, today announced that Burlington Coat Factory Warehouse Corporation has successfully implemented E.piphany's call center software to better manage heavy volumes of customer requests, while ensuring quick response times and the delivery of accurate information to consumers. Predicated by increased customer inquiries during the holidays, Burlington Coat Factory selected E.piphany for its advanced customer interaction system that enables streamlined business processes, enhanced customer service experiences and an increase in the overall operating effectiveness of the company's customer service department.Last holiday shopping season, Burlington Coat Factory re-launched its e-commerce Web site which resulted in more business for the company and an influx of customer requests through both online and offline channels. Without a smart call center solution in place, Burlington Coat Factory struggled to keep track of email and phone inquiries and respond to them in a timely fashion. This created inefficiencies in the company's customer service department and also inhibited a completely positive customer experience for some Burlington Coat Factory shoppers. The company resolved that a flexible and reliable call center solution was a business imperative for the 2001-2002 holiday season and chose E.piphany after evaluating several vendors. Now that the E.piphany software is up and running, Burlington Coat Factory is better able to manage and respond to customer service requests, and the company is also learning about key business trends by analyzing call center data. Once trends are identified, Burlington Coat Factory uses the information to make strategic decisions to further improve how the customer service department operates and interacts with consumers. ``Before implementing E.piphany, it was difficult to manage the volume of incoming emails and phone calls and respond to them in a timely manner,'' said Ginger Atwater, Director of E-Business at Burlington Coat Factory. ``With the implementation of E.piphany, the problem went away. The system took less than three months to implement and our agents adopted the system almost immediately.'' Atwater added, ``We're pleased with our selection of E.piphany over other products on the market. It has helped make our organization and agents more effective by providing key customer information for responsive, accurate service. We're also glad to have chosen a solution that can grow to meet our future business requirements.'' ``E.piphany's smart call center solution has afforded Burlington Coat Factory a flexible solution that allows them to solve immediate business problems today, formulate a workable customer service strategy for the future, and grow into a CRM solution over the long term,'' said Roger Siboni, president & CEO at E.piphany. ``Burlington Coat Factory is a perfect example of a company utilizing the modularity of the E.piphany E.5(TM) solution. Every company has unique requirements and the E.piphany architecture defies a 'one size fits all' approach to bring a flexible solution that's easy to implement and achieves rapid time to value.'' Burlington Coat Factory was signed as an E.piphany customer in the second quarter of 2001. The implementation of E.piphany software was completed in less than three months and was successfully led by FCW Consulting Inc., an E.piphany alliance member and expert CRM integrator, serving customers for over seven years in the U.S., Europe and Australia. About E.piphany E.piphany is a leading provider of next-generation customer relationship management (CRM) software for the Customer Economy. By providing an integrated suite of software solutions, the E.piphany E.5 solution blends web-based analytic and operational CRM 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, California, E.piphany has regional operations and offices throughout North America, Europe and Asia Pacific. About FCW FCW Consulting, Inc. provides people, processes and technology that empower your marketing, sales and service teams to acquire and cultivate your most profitable customers. Since 1994, FCW has helped over a hundred enterprises improve customer satisfaction and profitability. Fortune 1000 firms in Retail, Insurance, Automotive, HiTech, Consumer Products, Telco, Financial Services and other industries have selected FCW for their expertise with CRM software and best practices. FCW quickly transforms your vision and strategy into an effective and robust E.piphany solution, adapted to succeed in your unique business environment. FCW is headquartered in San Jose, Calif. For more information, call 408-376-3700 or visit the web site at www.fcw-inc.com . NOTE: 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 top of page |
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