Epicor Clientele Solution for Visioneer, Inc.
Business Challenge
Increasingly competitive market and changing support strategy required enhanced CRM tool
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With the Epicor Clientele solution, I have confidence in my customer data enough to launch a service satisfaction survey and report on key customer issues to executive staff on a monthly basis. Rosanne Chasteen, |
Solution
Web services-based CRM solution with self-service capabilities
Business Benefits
- Higher quality of support enables more personal customer experience and ultimately increased sales
- Increased efficiency through cohesive, bi-directional flow of information between online self-service portal and CRM solution
- More accurate tracking and management of customer issues through automated triggers
Return on Investment
- Reduction in customer service cost-per-call through automating RMA processes and email notification to customers of status and shipping information
- Cost-saving through decreased call load from Web self-service capabilities
A world-class developer of intelligent imaging solutions, Visioneer provides its customers with faster and easier solutions for capturing documents and photographs. With a strong commitment and proven track record in producing award-winning, innovative consumer and business imaging products, Visioneer constantly strives to offer expert services and support to match its superior products.
Faced with the challenge of an increasingly competitive market, Visioneer devised an innovative support strategy to differentiate them. The strategy involved bringing its entire customer service and technical support teams in-house and would require implementing a highly-flexible and capable support solution with self-service capabilities.
In its search for a new support solution, Visioneer looked for performance for cost. We needed Web-based accessibility for our customers so they could obtain necessary information quickly and accurately, said Rosanne Chasteen, director of customer support for Visioneer. In addition, Visioneer wanted expandability to guarantee a long-term solution.
Visioneer looked at solutions from Siebel, Remedy, Clarify, and others and determined that Epicors Clientele Customer Support and Self-Service Portal solutions offered the best cost for performance and speed to integration.
Visioneer took full advantage of the integration capabilities of Clientele, tying the solution to its Nortel telephony system and online support chat application. Epicors utilization of Microsoft Visual Studio .NET as the customization environment enabled our in-house team of developers to handle much of the customizations and integration, said Chasteen. This provided us not only with cost-savings on consulting services, but also enabled us to closely manage the integration and customization to fit our specific strategy and processes.
Improved Efficiency Creates a Better Customer Experience
According to Chasteen, the new structure and CRM solution is enabling Visioneer to raise the bar on its service to customers. Our new support teams are doing a phenomenal job in responding to customers, said Chasteen. We identify trends through our CRM case reporting, and investigate with cases escalated or resolved using remote desktop control. Each agent is able to clearly identify the root cause of the problem and share faster ways to resolve customer issues.
Significant savings have also been seen through the reduction in call load. The Clientele Self-Service Portal enables customers to get information they would otherwise have to make a phone call to get. According to Chasteen, the integration of Clientele with Visioneers EDI (electronic data interchange) system for return materials has also cut down on customer calls. We are able to easily process and communicate return, repair and shipping information, said Chasteen. What today is considered common practice for eretailers we are doing on the back end as a manufacturer through the Epicor system.
Because Visioneer supports partner vendor products as well as its own, their service structure is complex. Utilizing Clientele as a single-source repository for call information, Visioneer is able to easily track call load, response rates and can create reports on the fly comparing a variety of CRM data. With the Epicor Clientele solution, I have confidence in my customer data enough to launch a service satisfaction survey and report on key customer issues to executive staff on a monthly basis, said Chasteen.
Leveraging the Web for More Cost Effective Service
The Internet is integral to Visioneers service and sales operations. The company currently operates an e-commerce Web site and offers online technical support via a virtual chat program to provide real-time answers to customer questions. The flexible Web services architecture of the Epicor solution enables us to leverage the search capabilities in Clientele and integrate it with the online chat program, said Chasteen.
The Clientele Self-Service Portal enables us to provide our customers with access via the Web to valuable information specific to their cases, said Chasteen. The Epicor solution contributed greatly to our being ability to increase customer satisfaction by enabling us to provide customers with tools such as RMA notification.
A Strategy That Supports Future Growth
An evolving and expanding company, Visioneer is constantly refining and enhancing its support strategies. In the future, the company will be rolling out log-ins for registered users to access the Web site.
From the beginning, Visioneers goal was to put information in the hands of its customers in order to provide more efficient yet cost-effective service. We realized that just throwing bodies in the call center wouldnt help us reach our goal. We needed to view customer satisfaction from a product development perspective as well as technical support, said Chasteen. Clientele helps us to capture the customer experience, providing us the tools and information we need to understand and resolve the issue for our business customers, and decide whether there is an enhancement opportunity we should address in future product development.
