SWISS To Take Customer Service To New Heights With E.piphany
Announcement posted by E.piphany 27 Jun 2002
Linking Sales, Marketing and Customer Service Delivery Holds Key To Improving Experience For Air Travelers; Company Implements Intelligent Sales Software Driven By Real-Time Analytics
E.piphany, Inc. (Nasdaq:EPNY), a leader in customer relationship management (CRM), has announced that SWISS, the new Swiss intercontinental airline, has partnered with E.piphany to enhance the customer experience and drive up the satisfaction of its customers worldwide.
The deal provides SWISS with technology to give a single, enterprise-wide view of each customer through the E.piphany E.6(tm) suite. The Web-based platform of E.6 links to the centralised customer database and pulls together historical flight information as well as sales and marketing data and enables the exchange of information between key customer touch-points throughout the service chain. This enables more sophisticated marketing and servicing techniques to monitor customer satisfaction and provide a better service to travelers, which spans travel planning, enquiries and bookings, to targetting them with special offers based on known customer preferences.
In the course of a company-wide integration of CRM processes, the airline conducted an extensive competitive evaluation to find the leading vendor in intelligent customer interaction software. An essential factor in choosing E.piphany was that the software provides delivery of real-time customer intelligence, through E.piphany Sales, to increase the conversion of customer interactions to sales.
In addition to E.piphany's Intelligent Sales solution, SWISS selected E.piphany's Campaign Management module as single link to the existing centralised customer data warehouse and frequent flyer database as well as the company's unique Customer Loyalty Information Program (CLIP) and other technology supported 'Customer Care' innovations. Together, the intelligent Sales Force Automation and the Campaign Management modules provide a borderless solution that streamline marketing and sales activities to improve organisational effectiveness between departments. The software will also enable SWISS to integrate data concerning contracts and performance of the different SWISS affiliates with the campaign management data.
"It is of vital importance that our multi-channel worldwide campaigns are orchestrated in harmony with the sales force activities undertaken by our local agents and agencies", said Peter Baumgartner, SWISS' General Manager of Core Customer Marketing. "E.piphany's appreciation of the current requirements of our customers in this market, its ability to complement existing processes and systems plus comprehension of the holistic approach towards CRM is a large part of why we selected them. It will strengthen our leadership in customer care and enhance the travel experience over all customer touchpoints worldwide."
Within the business-to-business environment, the optimisation of segment specific marketing, sales and communication capabilities by E.piphany's software allows the airline to set up partnerships within the travel market, offering synergies with airline and non-airlines partners alike. The E.piphany E.6 software was easily integrated into the existing SWISS IT platform, thus protecting the airline's investments and maximising its holistic CRM capability.
The roll out for the full implementation of the E.piphany solution will include extensive user training and process change management. This will involve not only E.piphany's experts, but also business executives from SWISS, as well as internal and external IT specialists.
-ends-
About Swiss
SWISS is the new intercontinental airline of Switzerland, making a significant investment in quality innovation, customer care and design. SWISS serves 59 countries and 126 destinations worldwide with 132 aircraft, 26 long haul, and 102 medium and short haul. SWISS' 10,000-plus staff, representing 66 nationalities, are highly trained professionals who are skilled in problem solving using the most technologically advanced Customer Loyalty Information Program (CLIP).
About E.piphany
E.piphany provides Smart CRM(tm) solutions for the largest global enterprises. The company's integrated CRM suite, E.piphany E.6(tm), is driven by real-time intelligence to enable global businesses to better understand their customers and take the optimal action to improve customer satisfaction, increase revenue and reduce costs. E.piphany's Smart CRM system is built on the industry's most advanced, Web-based, CRM platform, resulting in fast and easy deployment and adoption. Leading companies, including more than 35% of the Fortune 100, use E.piphany products to enhance their customers' experience, enable organisational effectiveness and drive value. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Asia Pacific, Europe, Japan and Latin America.
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E.piphany, E.6, Smart CRM, ActivePath and the E.piphany logo are trademarks of E.piphany, Inc. All other trademarks are the property of their respective owners.
Corrie McLeod
Account Coordinator
Howorth Communications - An Ogilvy PR Worldwide Partner Company
Level 3, 357-359 Military Road
Mosman NSW 2088 Australia
(Locked Bag 6080 Cremorne NSW 2090)
T: +61 2 9904 4533
F: +61 2 9904 9460
www.howorth.com.au
"Working with companies that innovate through technology"
NOTICE - This email message and any accompanying attachments contain confidential information intended only for the use of the addressee named above.
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The deal provides SWISS with technology to give a single, enterprise-wide view of each customer through the E.piphany E.6(tm) suite. The Web-based platform of E.6 links to the centralised customer database and pulls together historical flight information as well as sales and marketing data and enables the exchange of information between key customer touch-points throughout the service chain. This enables more sophisticated marketing and servicing techniques to monitor customer satisfaction and provide a better service to travelers, which spans travel planning, enquiries and bookings, to targetting them with special offers based on known customer preferences.
In the course of a company-wide integration of CRM processes, the airline conducted an extensive competitive evaluation to find the leading vendor in intelligent customer interaction software. An essential factor in choosing E.piphany was that the software provides delivery of real-time customer intelligence, through E.piphany Sales, to increase the conversion of customer interactions to sales.
In addition to E.piphany's Intelligent Sales solution, SWISS selected E.piphany's Campaign Management module as single link to the existing centralised customer data warehouse and frequent flyer database as well as the company's unique Customer Loyalty Information Program (CLIP) and other technology supported 'Customer Care' innovations. Together, the intelligent Sales Force Automation and the Campaign Management modules provide a borderless solution that streamline marketing and sales activities to improve organisational effectiveness between departments. The software will also enable SWISS to integrate data concerning contracts and performance of the different SWISS affiliates with the campaign management data.
"It is of vital importance that our multi-channel worldwide campaigns are orchestrated in harmony with the sales force activities undertaken by our local agents and agencies", said Peter Baumgartner, SWISS' General Manager of Core Customer Marketing. "E.piphany's appreciation of the current requirements of our customers in this market, its ability to complement existing processes and systems plus comprehension of the holistic approach towards CRM is a large part of why we selected them. It will strengthen our leadership in customer care and enhance the travel experience over all customer touchpoints worldwide."
Within the business-to-business environment, the optimisation of segment specific marketing, sales and communication capabilities by E.piphany's software allows the airline to set up partnerships within the travel market, offering synergies with airline and non-airlines partners alike. The E.piphany E.6 software was easily integrated into the existing SWISS IT platform, thus protecting the airline's investments and maximising its holistic CRM capability.
The roll out for the full implementation of the E.piphany solution will include extensive user training and process change management. This will involve not only E.piphany's experts, but also business executives from SWISS, as well as internal and external IT specialists.
-ends-
About Swiss
SWISS is the new intercontinental airline of Switzerland, making a significant investment in quality innovation, customer care and design. SWISS serves 59 countries and 126 destinations worldwide with 132 aircraft, 26 long haul, and 102 medium and short haul. SWISS' 10,000-plus staff, representing 66 nationalities, are highly trained professionals who are skilled in problem solving using the most technologically advanced Customer Loyalty Information Program (CLIP).
About E.piphany
E.piphany provides Smart CRM(tm) solutions for the largest global enterprises. The company's integrated CRM suite, E.piphany E.6(tm), is driven by real-time intelligence to enable global businesses to better understand their customers and take the optimal action to improve customer satisfaction, increase revenue and reduce costs. E.piphany's Smart CRM system is built on the industry's most advanced, Web-based, CRM platform, resulting in fast and easy deployment and adoption. Leading companies, including more than 35% of the Fortune 100, use E.piphany products to enhance their customers' experience, enable organisational effectiveness and drive value. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Asia Pacific, Europe, Japan and Latin America.
###
E.piphany, E.6, Smart CRM, ActivePath and the E.piphany logo are trademarks of E.piphany, Inc. All other trademarks are the property of their respective owners.
Corrie McLeod
Account Coordinator
Howorth Communications - An Ogilvy PR Worldwide Partner Company
Level 3, 357-359 Military Road
Mosman NSW 2088 Australia
(Locked Bag 6080 Cremorne NSW 2090)
T: +61 2 9904 4533
F: +61 2 9904 9460
www.howorth.com.au
"Working with companies that innovate through technology"
NOTICE - This email message and any accompanying attachments contain confidential information intended only for the use of the addressee named above.
If you have received this message in error please notify pr@howorth.com.au immediately and delete all copies of this message and any attachments.
Any views expressed in this message are those of the individual sender, except where the sender expressly, and with authority, states them to be the views of Howorth Communications.
Howorth Communications does not represent or warrant that the integrity of this communication has been maintained nor that the communication is free of errors, viruses, interception or interference. Before opening any attachments, please check them for viruses and defects.