Leading Supply Chain Management Provider Enhances Customer Service with Epicor Software Solution
UPS Logistics Technologies Selects Clientele by Epicor to Better Serve its Customers for the Long Run
IRVINE, Calif., March 18, 2002 — Ford, Nike, Pepsi, Budweiser, Sysco Food Service and Albertsons.com all demand top-notch customer service from their comprehensive supply chain management system provider, UPS Logistics Technologies, a wholly owned subsidiary of United Parcel Service. In 1995, in order to improve customer loyalty and retention, UPS Logistics Technologies invested in Clientele, a midmarket customer relationship management (CRM) software solution from Epicor Software Corporation (NASDAQ: EPIC) that enabled it to seamlessly manage the flow of information between customer support, sales and marketing departments. Today the benefits go beyond just the integration of departments. UPS Logistics Technologies has decreased the time to book sales orders and install software by 30 percent, significantly improving efficiencies for the company.
“With Clientele our sales team has decreased the time to close the sale, book the order and recognize the revenue,” says George Evans, managing director of customer service. “This was an important efficiency step for us that we were able to achieve because of Clientele’s integrated sales, customer service and marketing modules. The integrated approach has allowed us to better reach our customers and provide top notch support.”
Customer Support Department Expands
UPS Logistics Technologies designs, re-engineers and manages any or all parts of the customers supply chain. With Clientele, UPS Logistics Technologies instantly created a more personalized environment for its customers and over the past seven years continued to rapidly grow its customer base. Now the company has five separate yet cohesive customer service groups including tech support, consulting, Q&A, administration and training. Each group relies on Clientele. Today customers can call, e-mail and log inquiries on the Web with confidence that they will receive accurate and timely answers. With Clientele, UPS Logistics Technologies’ customer service departments are answering more technical issues than they were ever able to respond to in the past.
“We have made it a priority to work closely with our customers, listen to their changing needs and continually re-evaluate how to tailor Clientele to meet real customer needs,” said Greg Horton, director of marketing for Epicor’s Clientele Group. “UPS Logistics Technologies is a true testament to a company that is using our technology to get closer to its customers and provide an experience that keeps them around for the long haul.”
360-Degree Customer View Helps Create Loyalty
Customer service depends as much on sales and marketing as it does on prompt, quality responses to technical problems. With Epicor’s Clientele, UPS Logistics Technologies enhanced the customer experience. Now, the sales and marketing departments share valuable information with the customer service groups enabling the marketing managers, sales reps and customer support staff to access the same up-to-date information. When an order is placed, a letter is automatically generated in Clientele confirming the details of the contract. Clientele helped UPS Logistics Technologies continue to grow while hiring at a slower rate.
To better manage resources and implementation staff, the sales managers use Clientele to track forecasts and to conduct trend analysis. Clientele also generates a yearly customer survey enabling UPS Logistics Technologies to adapt to its customers’ needs on an ongoing basis. After the sales staff closes deals, UPS Logistics Technologies’ marketing team tracks and manages where the sales leads originated from and later determines which programs are working and which programs need revision. With Clientele, UPS Logistics Technologies is able to manage and track the entire customer lifecycle.
About Epicor Software Corporation
Epicor is a leading provider of integrated enterprise and eBusiness software solutions for midmarket companies around the world. 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 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
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