Microsoft .NET-based Solution Delivers Next-Generation CRM Tools to Support All Customer Touch Points
IRVINE, Calif. – September 25, 2006 – Epicor|CRS, the Retail Solutions Division of Epicor Software Corporation (NASDAQ: EPIC) – a leading provider of enterprise business software solutions to the midmarket and Global 1000 – today announced CRS RetailCRM™ 1.1 – the first module of its next-generation customer relationship management (CRM) solution, based on Microsoft .NET technologies, for multi-channel retailers. By gathering and analyzing customer data from multiple channels, RetailCRM delivers a more accurate and whole view of the customer, thereby empowering sales associates and marketing teams with better information to serve customers.
The company unveiled RetailCRM and the solution’s product roadmap at its annual Retail Users Conference. The solution’s base module – CRS RetailCRM 1.1, available today – helps specialty retailers streamline customer data collection from all channels – stores, online stores, call centers and kiosks. Utilizing the robust data integration, analysis and reporting capabilities of Microsoft SQL Server 2005 and SQL Server Reporting Services, RetailCRM aggregates information on customer purchase history and shopping behavior across sales channels, enabling retailers to deliver a higher level of one-to-one target marketing and personalized customer service at all points of interaction. The information, stored in a secure central repository, is designed to support in-store and other channel sales associates, as well as marketing personnel at headquarters.
From the intuitive browser-based user interface, RetailCRM 1.1 provides marketing tools for segmentation to support loyalty campaigns and other promotions. It also enables Marketing organizations to be more nimble because queries can be made and target/launch lists generated without needing IT support.
According to Nader Nemati, Global Director of Epicor’s Retail and Hospitality Practice, RetailCRM provides a holistic view of customers and the enterprise. “Retailers in the past have had to rely on different tools and, subsequently, different databases for managing customer data, campaigns, and loyalty programs across various channels. The end result was multiple data repositories across the enterprise,” said Nemati. “RetailCRM 1.1 ties together the various sources of information and provides an integrated set of tools for complete accurate views of customers, and their purchase behavior.”
Designed to build upon RetailCRM 1.1, additional modules – which will be introduced next year – will deliver other sophisticated marketing tools for setting up and managing multi- channel campaigns and loyalty programs.
One module will support in-store CRM by enabling a sales associate to recognize a customer at the POS with personalized messages and bounce-back offers delivered in real-time. In addition, RetailCRM will link customer records to particular sales associates for store-level “clienteling.”
“What separates RetailCRM from other CRM applications is the enterprise-wide, multi-channel purchase history available from any point of interaction,” said Kathy Frommer, senior vice president and general manager of Epicor|CRS. “Our solution provides more than customer look-up and historical purchases. It delivers real-time actionable information, so that sales associates can provide richer, personalized customer service in order to improve customer loyalty and customer sales. Knowing your customer means recognizing their needs and being able to target relevant merchandise and promotions based on who they are.”
“As a Microsoft Smarter Retailing member, Epicor|CRS shares our focus of helping retailers achieve real-time visibility and customized analysis of data whenever and wherever it is needed to improve customer service and selling opportunities,” said Brian Scott, vice president of Microsoft’s Retail & Hospitality Industry Unit, “RetailCRM’s ability to provide tools to give sales associates real-time, accurate customer information and merchandise suggestions gets to the heart of retailing – knowing your customers and delivering personalized service.”
About CRS RetailCRM
The highly configurable RetailCRM 1.1 application is based on Microsoft’s .NET architecture for easy and cost-effective deployment. With a Web services-based Service-Oriented Architecture (SOA) as its foundation, the new RetailCRM solution provides increased integration and real-time connectivity between stores, corporate systems and other sales channels allowing key transactional information to be correlated and shared as it occurs.
Epicor|CRS – the Retail Solutions Division of Epicor Software Corporation – provides retail management software, hardware, and services to help its customers drive sales, improve customer service, and reduce operating costs, all with more ease and flexibility. With more than 100,000 installations in 32 countries and 10 languages, Epicor|CRS is a trusted leader in the retail industry. Epicor|CRS customers include leading retailers, such as Aéropostale, American Eagle Outfitters, Ann Taylor, Barnes & Noble, bebe, Cache, Chico’s, Coach, Dress Barn, Eileen Fisher, Factory Connection, Finish Line, Foot Locker, GNC, J.Crew, Mikasa, Skechers, Stage Stores, Transworld Entertainment, Tuesday Morning, Inc., Yankee Candle Company and Zumiez, among others. Epicor|CRS employs more than 360 employees based in Newburgh, N.Y., and regional offices in Seattle, Wash., and Salt Lake City, Utah. For more information, please visit www.crsretail.epicor.com, or call 845-567-1234.