Transcript Sol_Apps_CRM_Enterprise_Outbound_Mktg_(Epiphany)

Infor CRM Enterprise (Epiphany) Outbound
Marketing Customer Proof Points
Presenter, title, company
Select Infor CRM Enterprise Outbound Marketing
(Epiphany) Customers
Financial
Services
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Telco/
Media
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Hospitality/
Travel
Retail
High Tech
Manufacturing
American Airlines
Business Challenge
PROFILE
 American Airlines® is the
world's largest airline
carrier. 5 Manufacturing
sites plus Distribution
American, in concert with
American Eagle and the
American Connection
regional carriers, serve
more than 250 cities in
41 countries.
 The Advantage frequent
flier program is the
world’s largest with over
45 million members.
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 Acquire, develop and retain the best
customers via personalized communications
 Need to develop a deeper understanding of
customer value
Solution
 Infor CRM Enterprise (Epiphany) Outbound
Marketing
Results
 Create and manage campaigns with 2030% fewer employees (75 users)
 Spend up to half as much time creating
campaigns
 More targeting results in higher response
rates - up to 30% click thru rates
Interval International
Business Challenge
PROFILE
 Interval International's
vacation exchange
network includes more
than 2,000 resorts and
more than 1.8 million
member families
worldwide.
 The company has been
at the forefront of the
timeshare industry,
maintaining the highest
standards of excellence,
since 1976.
*facts as published in CRM Magazine, October 2006
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 Redesign its Web site around customer-sensitive features
in Infor CRM that enable marketers to personalize specific
offers to specific customers and automatically update
customer profiles in real time.
Solution
 Infor CRM Enterprise (Epiphany) Outbound Marketing
 Infor CRM Enterprise (Epiphany) Interaction Advisor
Results*
 The number of emails the company was able to send
jumped to as many as 1.2 million in 7 days
 Instead of delivering 12 offers on two spots on its Web
site as in the past, Interval is able to deliver more than
150 offers on 45 locations on the site.
 saw 84 percent ROI within one year of the first
implementation;
 saw ROI reach 100 percent within five months of the
second implementation;
 increased email open rate by 60 percent in targeted
groups.
 pushed up sales through specified product promotions,
both on- and offline, to 54 and 36 percent, respectively
Nestlé
Business Challenge
PROFILE
 Nestlé USA is a part of
Nestlé SA, one of the largest
consumer foods companies
in the world.
 Headquartered in Glendale,
Ca., Nestlé USA
manufactures and distributes
consumer food products in
many categories, including:
Beverages (Juicy Juice),
confections (Nestlé
Butterfinger, Nestlé Crunch),
prepared foods (Stouffer’s,
Lean Cuisine), nutrition
products (PowerBar, Nestlé
Good Start infant formula)
and pet food products
(Purina, Friskies).
 To establish an enterprise multi-channel consumer marketing
capability through which to distribute targeted product offers,
loyalty-based promotions and product information recipe ideas
and more, in order to develop meaningful relationships with
consumers to increase loyalty, enhance product/brand affinity
and ultimately increase revenue and profitable growth.
Solution
 Infor CRM Enterprise (Epiphany) Outbound Marketing
 Infor CRM Enterprise (Epiphany) Interaction Advisor
Results*
 455 percent increase in the total number of registered
consumers
 59 percent increase in the total number of direct mail
permissions
 52 percent increase in the total number of email permissions
 160 percent increase in the total number of suppliers supported
 15 percent increase in the total number of brands supported
*facts as published in Consumer Goods Technology
http://www.consumergoods.com/cgt/pages/archives/articles/art-dec06-4.pdf
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Gap Inc.
Business Challenge
PROFILE
 Gap Inc. is a specialty
clothing retailer
encompassing such
well-known brands as
Gap, Old Navy, and
Banana Republic.
 Gap Inc. has 4,170 retail
outlets, but also sells its
clothing lines via phone
and the Web.
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 Understanding customer needs and
delivering a positive customer experience
to develop long-term, profitable customer
relationships
Solution
 Infor CRM Enterprise (Epiphany)
Outbound Marketing
Results
 Doubled the number of campaigns
produced and analyzed with half the
original number of marketers
 Operational savings of greater than $1
million in the first year
 Reduced time to develop campaigns from
6 days to 1 day
Pier 1 Imports
Business Challenge
PROFILE
 Pier 1 Imports is a
specialty retailer of home
furnishings, gifts, and
related items with over
900 retail locations in 48
states, importing from
more than 50 countries
 Consolidate customer data into a single
view
 Effectively market to specific customer
segments
 Provide efficient customer service across
all channels
Solution
 Infor CRM Enterprise (Epiphany)
Outbound Marketing
 Infor CRM Enterprise (Epiphany) Service
Results
 Sending 95% less direct mail, less
frequent, more “on message” contacts
 Spending 50% less time creating
campaigns and receive instant feedback
on effectiveness
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OfficeMax
Business Challenge
PROFILE
 OfficeMax (previously
Boise Cascade) sells
office and computer
supplies, office furniture,
and paper directly to
businesses of all sizes
and to government
offices. Boise was
undergoing a radical
transformation from a
sales force-based sales
strategy to a marketingbased sales strategy.
 Winner of 2001 Gartner
CRM Excellence Award.
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 Build and maintain long-term relationships
with valuable customers by creating
personalized experiences across all
touchpoints and by anticipating customer
needs to provide customized offers.
Solution
 Infor CRM Enterprise (Epiphany)
Outbound Marketing
Results
 Saving $3.5 million annually and achieved
ROI within three years of implementation.
 “Epiphany allows us to complete our
vision through campaign management,
customer analysis and reporting and
helps provide the missing piece to the
equation.”
CSAA
Business Challenge
PROFILE
 Streamline business processes across five contact centers for
greater efficiency and effectiveness.
 Create a single view of the customer by enhancing or replacing
100+ legacy systems.
 CSAA is the
second-largest member
organization of the
national AAA with over
four million members in
California, Nevada, and
Utah. CSAA offers auto
and homeowner’s
insurance, roadside
assistance, travel
services, and other
membership services.
 Increase effectiveness by servicing and selling during every
transaction.
 Improve customer experience with self-service and flexible
billing options.
Solution
 Infor CRM Enterprise (Epiphany) Service
 Infor CRM Enterprise (Epiphany) Outbound Marketing
Results
 Functionality includes:
 View-edit contact information
 Manage leads
 Cross-sell/up-sell
 Initiate new policy
 Administer policies
 Claims first notice of loss
 Integration to numerous external systems for policy
administration, claims management, compensation, CTI, etc.
 Epiphany Interaction Advisor to drive intelligent cross sell/up
sell
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BankInter
Business Challenge
PROFILE
 Spain's fifth largest banking group,
with assets of 26 billion euros and
530,000 customers in 2004.
 Grown organically at an impressive
23 percent CAGR in assets since its
inception in the Madrid Stock
Exchange.
 It provides commercial, private and
personal banking; corporate and
small-and-midsize-business (SMB)
banking; and mortgage provision.
 In recent years, Bankinter has taken
9.5 percent of the Spanish mortgage
market, has become the leader in
online brokerage and is the fastest
growing player in the car insurance
market.
 More than 50 percent of its customer
transactions are via the Internet, and
3 percent are via mobile phones.
 More than 10 percent of customer
contacts are via mobile phones.
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 Achieve customer profitability levels that
are twice or three times higher than its
main competitors’
Solution
 Infor CRM Enterprise (Epiphany)
Interaction Advisor
 Infor CRM Enterprise (Epiphany)
Outbound Marketing
Results
 The number of products per customer
increased from 5.5 to 6.1.
 Market share increased 10%
 Customer loyalty index increased from 40
percent to 49 percent.
 Customer profitability increased from 468
euros to 540 euros.
HSBC Mexico
Business Challenge
PROFILE
 HSBC Mexico provides a
broad range of financial
services to customers
throughout Mexico.
 One of the largest bank
holding companies in the
country, its six
subsidiaries offer
insurance, investment,
and banking services to
consumers and
commercial customers.
 Winner of 2002 & 2005
Gartner CRM Excellence
Awards.
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 Focus on customer retention and relationship building.
 Make each contact a memorable experience for the
customer.
Solution
 Infor CRM Enterprise (Epiphany) Interaction Advisor
 Infor CRM Enterprise (Epiphany) Outbound Marketing
Results
 Increased Gold Customer loyalty from 77% to 90%.
 Increased customer profitability by 20%.
 Generated response rates of up to 20% on
campaigns.
 Customer cross-sell and up-sell resulted in 12% of
new loans made to existing customers.
 Captured 35% of all new deposits and 16% of all new
loans in Mexico over past 12 months.
 Recovered investment in 2 months.
Mazda North America
Business Challenge
PROFILE
 Mazda Customer
Assistance Center (CAC)
supports 700+
independent franchise
dealers and customers
including retail customers
and prospective
consumers.
 Mazda CAC manages on
avg 120,000 contact per
year.
Know our customers
Increase workforce efficiencies and
effectiveness; reduce outsourcing
costs
Integrate disparate databases
Solution
Infor CRM Enterprise (Epiphany)
Service
Infor CRM Enterprise (Epiphany)
Outbound Marketing
Results
Total customer contact history is now
a reality
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