Technology Marketing Corporation (TMC), the publisher of Customer Inter@ction Solutions magazine, has chosen Epicor and its Clientele Self-Service Portal solution as a winner in the 2003 TMC Labs Innovation Awards.
The TMC Labs staff, who handpick the leading innovative products and services in the call centre industry for their annual awards programme, chose Epicor as a winner from more than 200 entries. Earlier this year, Clientele Self-Service Portal defeated salesforce.com and MySAP to win the 2003 eWEEK eXcellence Award in the best customer and supplier management category.
Clientele Self-Service Portal is a fully integrated application that works with common Internet browsers to reduce the number of first-level calls made to the support department, enabling support staff to concentrate on solving more complicated problems.
Clientele Self-Service Portal, which leverages Web services technologies for added stability and flexibility, integrates with the Clientele CRM.NET and 7x versions of Clientele Customer Support, enabling quick delivery of comprehensive and up-to-date information.
Tom Keating, TMC`s chief technology officer and head engineer at TMC Labs, says the benefits of Clientele Self-Service Portal are two-fold. "First, it provides an easy-to-use Web interface offering convenient anywhere, any-time access for customers to product and service information, and answers to their questions," Keating says. "Second, it offers customers the opportunity to resolve certain issues without calling the support centre, saving the customers` time and the company`s money and improving call centre efficiency."
Growing demand for self-service
Industry analysts estimate the cost per transaction (CPT) for traditional phone-based support at up to $30. In contrast, the CPT for Web self-service is estimated at as low as $0.25. "As more customers move to the Web to conduct business, self-service via the Internet is becoming a critical component of a competitive customer service strategy. Clientele Self-Service Portal helps minimise call volume and call centre operational costs, while providing the convenience and quick resolution that customers want," says Scott McKenzie, MD of local Epicor distributor New Era Solutions.
"The TMC Labs Innovation Award builds on Epicor`s reputation as a leading provider of highly functional CRM solutions for the mid-market, and it validates the growing demand for self-service in today`s organisations." Epicor and Clientele Self-Service Portal are featured in a winners` profile in the September issue of Customer Inter@ction Solutions.
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