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Epiphany

Epiphany increases profitability at the largest consumer-oriented companies with CRM solutions that make everycustomer interaction intelligent.

Leading consumer-oriented companies see every customer interaction as an opportunity to retain a valued customer, increase revenue, build loyalty or strengthen a brand. These enterprises look to customer relationship management solutions to help them connect with customers, anticipate customer needs and deliver the products and services customers want. Corporations need a CRM company that shares their vision, adapts quickly to their dynamic business needs, and helps them deliver measurable business results.

“In terms of overall satisfaction, no vendor was able to produce nearly as many satisfied customers as Epiphany. Besides being the most responsive, Epiphany’s references cited more quantifiable benefits than any other vendor.”

– Joanie Rufo and Lindsey Sodano, AMR Research, “CRM: Inflicting Pain or Profit”

Yesterday’s Systems Can’t Solve Your Current Business Needs

Customers of today’s consumer-oriented companies interact with many different individuals and channels – including face-to-face representatives, telephone agents, the Web site and direct mail. This makes CRM software critical to managing the context and ultimately the value of these customer relationships. In other words, every customer interaction counts.

“Epiphany has enabled CIGNA to become a fully integrated, customer centric organization. The real-time intelligence that we’re able to disseminate across the company enables us to optimize all customer interactions and provide a consistent, positive customer experience for our clientele.”

– Brian Sweeney, Senior VP and Chief Marketing Officer, CIGNA International

Legacy CRM systems were built for siloed departments – sales, customer service and marketing – to automate processes and transactions. These systems reduced costs and delivered new efficiencies, but they lacked a marketing-driven focus to build the value of each customer relationship. Today’s consumeroriented businesses need cross-enterprise solutions that build loyalty, strengthen profitability and deliver competitive advantage. Legacy CRM solutions are built on architectures that are proprietary and inflexible – and are expensive to implement and maintain. Epiphany® offers a better way.

“Epiphany supports AT&T Wireless’ marketing efforts to be more responsive to changes in the marketplace while maintaining a consistent customer experience. The embedded analytics, multichannel functionality and 360- degree view of the customer provided by the Epiphany CRM solution support AT&T Wireless in improving customer relationships and driving increased crosssell and upsell revenue.”

– Paul Schaeffer, Senior Director CRM Technology, AT&T Wireless

CRM That Fits Your Company, Not The Other Way Around

At Epiphany, we know that organizations have existing technology investments. Our open architecture leverages your company’s existing systems without having to replace what’s already working. This way, Epiphany meets your business needs by providing targeted solutions that enhance customer insight, improve retention, increase cross-sell revenue, maximize call center effectiveness and boost overall customer profitability. At the same time, Epiphany meets your IT needs by allowing you to take advantage of your current technology systems, reduce integration complexity and deploy solutions incrementally. To accomplish this, Epiphany solutions build upon your organization’s existing infrastructure, combining different components and processes across the enterprise. Epiphany meets your needs today – and adapts to your growth requirements tomorrow.

“Epiphany CRM software gives KLM timely and better insight into individual customer needs. This increases our cross-sell and upsell opportunities and allows us to provide a better service to our customers.”

– Paul Gregorowitsch, Executive VP, KLM Commercial Division

Intelligent Interactions Get You Closer To Your Customers

As a leader in CRM software solutions, Epiphany helps the world’s largest consumer-oriented companies get closer to their customers by delivering the most intelligent customer interactions possible. Epiphany’s suite of blended marketing, sales and service solutions enable global organizations to align touch points, processes and technologies around the most valuable enterprise asset – the customer. With over 475 customers worldwide, including 35 percent of the Fortune 100 companies, Epiphany solves the most important business problems of industry powerhouses in financial services, insurance, retail, communications, and travel and leisure.

Our commitment to the partnership with these customers is proven through increased revenue, ease of deployment and lower costs. In the same way, Epiphany can help you retain your most valued customers, drive more revenue per customer and reduce the cost of serving those customers. We help make every customer interaction more intelligent.

“Our business depends on how well we are able to serve our customers. The flexibility, functionality and scalability of the Epiphany CRM solution enable us to deliver a level of service that far exceeds expectations and extends the loyalty of our members.”

– Daniel St. John, Director of Customer Relationship Management, CSAA

Choose The Right Products And Solutions For Your Consumer-Oriented Enterprise

Epiphany delivers the right products and solutions that address your critical business challenges with a more modular approach. You can choose a single component that plugs into your existing systems, multiple components that augment and enhance your customer-facing processes, or an end-to-end technology replacement that helps to transform your business.

Epiphany E.6: A Comprehensive Suite Of CRM Solutions

The Epiphany E.6® suite, built on the industry’s most advanced service-oriented architecture, delivers maximum flexibility, scalability and reliability, resulting in faster implementation times and lower total cost of ownership.

Epiphany® Marketing – Generates increased revenue and reduced costs by providing a single solution to analyze customers, plan effective customer conversations and execute coordinated campaigns across multiple touch points.

Epiphany® Sales – Increases sales rep effectiveness, ensures better targeting of sales opportunities and ultimately maximizes revenues by enabling total account management and providing valuable customer insight.

Epiphany® Service – Transforms call centers into revenue and retention centers by empowering agents to develop ongoing customer interactions that include optimized, personal service and intelligent offers.

Epiphany® Interaction Advisor – Increases cross-sell revenue and improves customer retention through targeted, analyticsbased offers to individual customers across channels such as the Web, contact center, ATM or POS.

Epiphany® Insight – Improves customer intelligence and decision making by providing analytics-driven customer information across marketing, sales and service.

“Most banks have realized that 20 percent of their customers make up more than 80 percent of their profits. As a result, all of the banks are targeting the same group of high profit customers. With that kind of aggressive competition, it becomes increasingly important for us to retain the customers we have and make the most of those relationships. Epiphany reveals data and relationships that we could not even see before. Both upper management and our different product departments are amazed with the marketing capabilities that Epiphany has provided us.”

– Steve Mackey, Director of Database Marketing, International Banking, Scotiabank

Make CRM Work For You

Epiphany’s CRM solutions change the approach for consumer-oriented companies by addressing today’s biggest business challenges. With Epiphany, you buy exactly what you need, when you need it – allowing you to evolve incrementally while leveraging your existing systems. This allows you to think big, start small – and grow as quickly as you like.

But don’t take our word for it – here’s more proof:

“In satisfaction and success with the product, Epiphany is second to none. More often than the references of any other CRM vendor, Epiphany references were able to cite real, quantifiable benefits they achieved with the system.”

– Lindsey Sodano, AMR Research, “Epiphany Users Speak Out”

Partnerships Enable Your Strategic Objectives

At Epiphany, we believe that partners are an integral part of the solution. With our world-class team of partners, we are able to provide you with a deeper understanding of your business requirements and deliver a rapid time to value. Our partners are essential to meeting your specific needs: they help us implement the unique solutions that generate customer value; they help us develop and support the standards-based technology that forms the foundation of our software suite; and they help us serve our customers in geographic markets where we have no on-the-ground presence.

Strategic implementation: Epiphany works closely with our industry’s foremost systems integration teams to deliver uniquely tailored solutions through handson planning, guidance on change-management and seamless implementation – and to ensure that our customers reach their business objectives quickly and effectively.

Technology: Epiphany maintains strong allegiances with top hardware and software technology companies to ensure that our CRM solutions continue to integrate easily into complex IT infrastructures – and derive increased value from existing systems.

Indirect channel: Epiphany works with indirect channel partners to reach customers that are based in geographies where Epiphany does not have regional offices, that wish to utilize outsourced service providers or that desire to OEM Epiphany’s functionality in combination with their solution offerings. Epiphany works closely with these partners to support their solutions and their customers.