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ebookers Boosts Revenues with Epiphany CRM
Epiphany, provider of customer relationship management (CRM) solutions for consumer-oriented businesses, announced that ebookers plc, Europe's online retail travel agency, has seen UK revenues significantly rise and more than 100 percent ROI achieved since implementing the Epiphany(R) 6.5 CRM suite. ebookers is using the entire Epiphany 6.5 suite, including the Marketing, Sales and Service solutions and Epiphany Interaction Advisor, to transform its business by centralizing customer data and providing intelligence and personalized recommendations during every customer interaction.
After a competitive evaluation against Siebel, PeopleSoft, and Chordiant, ebookers selected Epiphany due to its flexible, open architecture and strong expertise in the travel industry. Epiphany's modular approach to CRM implementation, which enables ROI to be quickly generated at each stage of a project, was a key factor as well.
"Epiphany is helping us to move more offline customers on-line, to capture new customers on the Web and to retain them. We are increasing our sales and margins, while reducing our costs. It's driving our expansion strategy away from retail stores, enabling us to become more of an online business and allowing us to benefit from the huge growth of the Web," said Giles Cuthbert, head of CRM, ebookers plc. "The Internet is fuelling our growth and Epiphany is helping us not only to increase that growth, but also to boost our profitability in a highly competitive market."
The company has driven its revenue increase primarily using Epiphany Interaction Advisor to provide targeted cross-sell and other offers to customers in real-time. Epiphany Interaction Advisor uses a combination of rules and real-time analytics to determine the most relevant cross-sell, up-sell or retention offers to deliver to each customer during a given inbound interaction.
"ebookers is without doubt one of Europe's leading consumer-oriented companies, and, by using the Epiphany 6.5 suite, it has the necessary technology to maintain and build its position within a highly competitive sector," said Karen Richardson, CEO, Epiphany. "We have worked together in a spirit of true collaboration and partnership to ensure that ebookers achieves its CRM objectives and business goals of driving revenue, increasing profitability and improving customer retention." 15.12.2004, Epiphany
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