E.piphany have announced that Xerox Corporation is planning to install their E.4 system as part of a drive to transform its direct sales force into an industry-centered, solutions-oriented organization, . The E.4 solution is intended to make it easier for Xerox to manage and use global knowledge about customers around the world.
Xerox has contracted with IBM to oversee the integration of E.piphany's E.4 system. The software is aimed at supporting Xerox' focus around customers and provide Xerox with the ability to analyze and create reports that will help make better customer decisions.
"As we intensify our focus on each customer, we must pull together enterprise-wide information from a variety of legacy systems and databases that may be incompatible," said Nina L. Smith, chief marketing officer for Xerox. "Our choices were to overhaul our current system or to find a new technology that could leverage our existing knowledge and create reports and provide analysis from information we already had in disparate databases. We chose the latter."
E.piphany have said their system was selected for its ability to extract pertinent information from a variety of legacy system data streams and use that data to develop comprehensive reports and analysis on buying patterns, buying preferences and customer satisfaction for multi-location, multi-division global accounts. IBM was chosen for the implementation because of the company's experience with business process re-engineering and cultural transformation.
"The IBM Consulting Group is pleased to have been chosen by Xerox to combine its expertise in Process and Organizational Change Management with the E.piphany product to satisfy Xerox' Market Customer Knowledge Base requirements," said Wayne Cerny, managing principal, electronics, IBM Consulting Group. "This is another example of where IBM Global Services has teamed with a third party to provide a total "best-in-class" solution to meet the needs of our client."
"E.piphany is committed to partnering with Xerox and IBM to make Xerox's enterprise wide transformation around the customer a complete success," said Roger Siboni, president and CEO of E.piphany. "E.piphany's integrated solution will help Xerox bring together disparate information from throughout the enterprise to provide a single and insightful view of its customers. The E.piphany E.4 system allows large organization such as Xerox to obtain valuable insight into customers' individual needs and behavior enabling them to focus on finding new ways to serve the customer."
Xerox has already started with a "quick strike" project to develop a major account profitability report in Europe that involves pooling information from multiple databases. Other customer relationship management tools to be developed are reports on customer buying preferences, customer satisfaction and customer loyalty.
"These reports will enable us to truly understand what our customers need and how we can most effectively deliver against those needs," said Smith.