Company Recoups E.piphany Investment in Less Than One Year
SAN MATEO, Calif. - December 17, 2001 - E.piphany, Inc. (Nasdaq: EPNY), a leader in next-generation customer relationship management (CRM), today announced that Hard Rock Cafe has increased profitability and improved customer service with E.piphany™ marketing and customer service applications.
"We've always had a clear business strategy on how to interact with our customers, but it was our vision combined with E.piphany's technology that helped us to fully start realizing the benefits of fostering meaningful customer relationships," said Kelly Maddern, Senior Director, IT/On-line, at Hard Rock Cafe. "Our E.piphany investment was fully recouped in less than a year. We've been able to better service our customers on a day-to-day basis and we also have increased our profitability by generating millions in revenue through the planning and execution of precision-tuned campaigns and offers."
Since it was founded in 1971, Hard Rock has built an impressive customer base. To stay competitive within the theme restaurant community, Hard Rock needed a deeper understanding of its 30 million annual customers. The company chose E.piphany solutions to better understand and interact with its customers. "After a full review of several CRM vendors, we chose E.piphany for its robust and flexible web-based architecture, ease of deployment, intuitive user interface and full integration of analytic and operational CRM functionality," commented Maddern.
With E.piphany software in place, Hard Rock has gained a single view of the customer, launched a loyalty program, personalized its marketing campaigns and dramatically improved the effectiveness of its customer service. With E.piphany Service, response times to customer service inquiries have decreased by approximately 85% resulting in customer responses within 48 hours rather than 14 days. In a recent direct marketing campaign targeted at loyalty program members, Hard Rock netted $150,000 in merchandise sales using E.piphany Marketing.
"We architect solutions that puts the customer at the center of activity to ensure that each interaction is maximized to foster loyalty and profitability," said Roger Siboni, president & CEO of E.piphany. "Hard Rock architects an entertainment experience that is repeatedly sought after by its fans and customers around the world. The company's commitment to fully understanding its customers combined with E.piphany's intelligent CRM solutions is enabling Hard Rock to generate incremental revenue through highly-targeted marketing campaigns and next-generation call center software."
E.piphany is a leading provider of next-generation customer relationship management software for the customer economy. By providing an integrated suite of software solutions, the E.piphany E.5™ solution blends web-based analytic and operational CRM to unify all inbound and outbound marketing, sales and service customer interactions. E.piphany E.5 enables a single, enterprise-wide view of each customer to help global businesses better understand and proactively serve customers in real time. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Europe and Asia Pacific.
E.piphany, E.5 and the E.piphany logo are trademarks of E.piphany, Inc. All other trademarks are the property of their respective owners.
Investor Relations Contact:
Todd Friedman, E.piphany, 650.356.3934, [email protected]