Epicor Software Corporation, the business software solutions provider for manufacturing, distribution, retail and services organisations, has announced its Epicor eMarketing and eSurveys tools are now available as a software-as-a-service (SaaS) offering, providing customers a flexible deployment and licensing model as businesses continue to embrace the cloud.
Epicor eMarketing is a powerful platform for delivering effective newsletters, email marketing campaigns, and marketing automation. Epicor eSurveys is an enterprise survey platform with real-time, Web-based reporting and analysis. The platform can be used to measure overall satisfaction of various business components and enable businesses to respond dynamically to customer feedback.
eMarketing and eSurvey tools are being used by leading companies to engage customers, increase customer loyalty and gain immediate insight into the customer experience delivered by brands throughout the various customer touch points. In a September 27, 2011 blog post, Forrester Research, Inc. analyst Roxana Strohmenger writes, "This ability is more important than ever given that we have entered the 'age of the customer' — a period marked by the rise of the empowered customer, who is armed with more information than ever before and who is now using a rapidly evolving set of devices as a means of engaging not only with friends and family but also with companies anytime and anywhere."
"In today's fast-paced and competitive business environment, it is vital that businesses have powerful, yet cost-effective tools to quickly communicate new products and services to its customers, and gain valuable feedback to better meet their needs," said Robert Sinfield, senior manager, product marketing for Epicor. "The Epicor eMarketing and eSurveys solutions enable businesses to communicate effectively and uncover valuable data to grow their business -- all through an intuitive SaaS platform."
One company leveraging the eMarketing and eSurvey solution is IS Enterprise, the leading independent Dutch supplier of hosted Information and Communications Technology solutions, including e-business hosting, IT outsourcing, managed services, hosted desktop and managed networking and connectivity – integrated solutions that are paired with a high standard of service and quality. The company is using eMarketing and eSurvey in conjunction with Epicor IT Service Management (ITSM), which provides a robust set of service management features that support key IT processes.
"Using the eMarketing and eSurvey tools, we've been able to measure the subjective quality of our service department in real time, as experienced by the customer," said Arjan Steevels, director of IS Group. "By integrating these measures with the objective measurements of the service cycle time and SLA performance, we are able to optimize the alignment of resources to improve customer satisfaction."
Key features of Epicor eMarketing include the ability to quickly and easily build personalised and content-rich HTML emails and Web microsites with no HTML programming required, and generate customised email campaigns with detailed measurement reports, such as who opened the email and when that action took place. These features allows customers to leverage eMarketing initiatives to drive revenues and improve customer satisfaction, deliver high-quality and low-cost communication pieces more frequently, and gain strategic insight into the overall effectiveness of email campaigns.
Epicor eSurveys enables businesses to gain real-time data on customers' opinions, behaviors, and preferences, and quickly make better business decisions based upon trusted data. The product features a user-friendly interface that allows for quick development, low cost survey production with minimum training. eSurveys creates a hyperlink for each survey, allowing businesses the flexibility to deliver questions via email, embed in a Web site, and support integration into social media tools, including Facebook, offering multiple response mechanisms for improved response rates. Integrated tools, such as crosstabs, charts, statistical reports and analytics of open-ended questions allow customers to make informed decisions based upon the data.
Epicor eMarketing and eSurveys can operate as standalone platforms or integrate with other Epicor offerings using Epicor Service Connect, a central business integration platform for secure workflow orchestrations within Epicor service software applications and between Epicor and non-Epicor applications. Both products are also available in the on-premise model.