Epicor Software Redefining The Fundamentals Of Customer .
Epicor Software – Redefining theFundamentals of Customer ServiceIan AshbySenior Vice President, Global SupportEpicor Software Corp.
Agenda Epicor Overview/IntroductionContextThe Case for Change: EpicCareCritical Choices and DecisionsImplementation Waves and TimelinesSystem and Process SpecificsBusiness ResultsWhat’s Next ?
Epicor At a Glance 20,0003,800customers employees150countries70 productsComplete Value Chain Solutions – B2B & B2CThe 6th Largest ERP Software Provider Globally 2015 Epicor Software Corporation 2016 Epicor Software Corporation3 1 billionrevenue
Our CustomersIndustry Recognized Solutions 2015 Epicor Software Corporation 2016 Epicor Software Corporation4
Epicor’s Laser-Focused Industry ApproachProfessional reGovernmentOil & GasReal EstateManufacturingDistributionRetailEducation / ResearchUtilitiesMedia 2015 Epicor Software Corporation 2016 Epicor Software Corporation5
Industry Focus Example: US Distribution60% of Industrial Distribution’s Big 5056% of Electrical Wholesaling’s Top 20049% of Supply House Times’ Premier 15039% of The Wholesaler’s Top 100 . using Epicor ERP software solutions 2015 Epicor Software Corporation 2016 Epicor Software Corporation6
Why Epicor ?ContinuousinnovationFlexibility informed bybest practicesVisionary solutions deliveredto provide business benefitFlexible solutions backed bya team that knows industrybest practicesCustomer-obsessedservice and supportDeep industry knowledge andvertical expertiseSolutions and servicesdesigned by a team withdeep knowledge of yourindustryCustomer-first philosophyacross the business – fromsolution delivery throughimplementation and support 2015 Epicor Software Corporation 2016 Epicor Software Corporation7
Epicor Support Overview Support for Epicor SW, technology, andthird-party SW products Support & maintenance fees areapproximately 50% of company revenues 16 main support centers From New Zealand to Europe to theAmericas . Newest support center in Bangalore,India (the ITC) Providing support in 21 languages Handling c. 500,000 support contacts p.a. Phone, portal and e-mail Supporting Customers and Partners 2015 Epicor Software Corporation 2016 Epicor Software Corporation8
Epicor’s Evolution20171972 Multiple acquisitions, mergers and shareholder changes over 40 years Complexity and Systems proliferation, especially in support operations 2015 Epicor Software Corporation 2016 Epicor Software Corporation9
The Challenge !15 Support Systems and 50 Customer Portals! 2015 Epicor Software Corporation 2016 Epicor Software Corporation10
The Case for Change: EpicCare 2015 Epicor Software Corporation 2016 Epicor Software Corporation11
Epicor’s Decision ProcessDrivers to Undertake TransformationCritical Decision: CRM vs. CSMVendor SelectionImplementer Selection 2015 Epicor Software Corporation 2016 Epicor Software Corporation12
Support Transformation – Driven From Customer FeedbackService ExperienceInitial Response TimePrice/Value & PoliciesKnowledge levelTimeliness of communication and follow upCommunication method (email/phone behaviour)OffshoreResolution timeBug fix turnaround timeEmployeesDocumentationOnline ExperienceValue for experienced usersConsistencyRelevance of solution
Drivers for The EpicCare Program CustomerSatisfaction Ability to AnticipateCustomer ServiceRequirementsImprovedResponsiveness toCustomer Calls &Service DeliveryMaking it Easier to DoBusinessImproved NPSStreamlinedWorkflowReducedService Costs Complete ChargeCapture of ServiceDeliveryImproved TechnicianProductivityReduced Time in the“Service-to-Cash”Cycle Improved Processes& TechnologiesAutomating ManualProcesses WhereAppropriateSeparation of Caseand Service Request(pre-definedworkflows) 2015 Epicor Software Corporation 2016 Epicor Software Corporation14Improved ServiceLevels Vastly improvedanalytics and servicecontrolsStandardizedOperating ModelAbility to DeliverConsistent Service(Globally)EnhancedQuality & Growth Modularity forSupporting GrowthImprove Quality andReduced CostsMaximized Crossselling and Up-sellingopportunitiesAbility to leverageservices as aCompetitiveAdvantage
CRMOur Critical Choice Customer relationship management (CRM) is asystem for managing a company's interactionswith current and future customers. It often involves using technology to organize,automate and synchronize sales, marketing,customer service, and technical support. Today's CRM software is highly scalable andcustomizable, allowing businesses to gainactionable customer insights with a backend analytical engine, view businessopportunities with predictive analytics,streamline operations and personalizecustomer service based on the customer'sknown history and prior interactions. ITIL is the process of aligning enterprise ITservices with business and a primary focuson the delivery of best services to end user(customer) ITIL focuses on delivering services such thatthat the end-user experiences the mostdesired result Focus is on standardizing Measures the operational efficiency inmeeting service level expectations ITIL is a comprehensive suite of bestpractices BUT with an External Focus!! 2015 Epicor Software Corporation 2016 Epicor Software CorporationCustomerServiceManagement15
Epicor’s DecisionsDrivers to Undertake TransformationImprove CustomerSatisfactionCritical Decision: CRM vs. CSMCSM: Customer ServiceManagementVendor SelectionImplementer Selection 2015 Epicor Software Corporation 2016 Epicor Software Corporation16
A Few Words About A fast-growing, global company Revenues of c.US 1.4bn p.a. 4,800 employees 100% cloud-based solutiondelivery Leader in ITSM solutions forinternal IT Emerging leadership in CSM 2015 Epicor Software Corporation 2016 Epicor Software Corporation17Gartner Magic Quadrant for ITSM Tools
Our Approach To partner with ServiceNOW to deliver the EpicCareplatform Initial focus on system implementation and the globalroll-out With the minimum of true ‘customizations’ Then move into a ‘Continuous Improvement’ phase Delivering service improvements to Customers &Partners Improving the user experience and efficiency forour Support Analysts 2015 Epicor Software Corporation 2016 Epicor Software Corporation18
How We Have Positioned EpicCare Transformational project focused on improving the overall customerexperience Major investment, driven from customer feedback Combination of systems and processes A single support system across all products, for all customers &partners, all geographies, based upon the ServiceNOW CSM platform Consistent support processes, leveraging best-in-class ITIL/ITSMpractices, driven by Command Center team Move to Knowledge-Centric Support (KCS) Continuous improvement focus A ‘proper’ Change Management program – internal and external 2015 Epicor Software Corporation 2016 Epicor Software Corporation19
EpicCare Implementation Timeline2014Goals & Requirements DefinedImplementation Partner Selected &Project PlannedOctober 2014July 2015JulOct2015AprMarch 2015Req’ts17.8 wksDiscoveryPlatform Selection7 Go-Live ‘Waves’March 2016JulOctSep 2015Platform SelectedBase ImplementationComplete2016AprJulOct2017Nov 20152017March 2017Contract Process & SystemSignature Design CompletePhased RolloutsCompleteJul.2014 - Oct.2014Implementation PartnerSelectionImplementation Planning21.4 wksNov.2014 - Mar.201517.6 wksApr.2015 - Jul.2015Aug.2015 - Nov.201517.2 wksPlatform Implementation43.8 wksRollout to Customers50.4 wksDesign start to first wave go-live28.2 wks 2015 Epicor Software Corporation 2016 Epicor Software CorporationDec.2015 - Sep.201620Oct.2015 - Apr.2016Apr.2016 Mar.2017
EpicCare Rollout – What We AchievedEpicCare Rolloutnow complete:Seven Waves replacing15 existing support systemsAll products,all customers, globally,now liveWe achieved ourstretch target !WavePrimary ProductsGo-Live DateWave 1EclipseApril 2016Wave 2DistributionJune 2016Wave 3Prophet 21, EagleAugust 2016Wave 4Auto, iSolutions, EnterpriseNovember 2016Wave 5Epicor ERPDecember 2016Wave 6iScala, BisTrack USJanuary 2017Wave 7Tropos, BisTrack UK, CMSMarch 2017 2015 Epicor Software Corporation 2016 Epicor Software Corporation21
EpicCare Major edCustomerAttributes(Icons), Caller ID Dashboards:AccountSummary,Queues, Metrics Designed toMeasure: SLAs,SLTs, KPIs Survey Mgmt Enhanced Portal,Self-Help Business DataCustomer DataIntegrated withEpicor BusinessSystems SupportManaged Datamaintained inEpicCare:Contacts,Entitlements,Asset Details, CustomerConfigurationManagement Case HandlingCustomer Need:Case, Problem(Defect), ServiceRequest Knowledgeusage embeddedin Case,breadcrumbs ProcessIntegrated withNon-supportStakeholders Positive CallClosure 2015 Epicor Software Corporation 2016 Epicor Software Corporation22WorkflowsService Catalogfor commonlyrequestedservices Email HubReceiving,Sending,Notifications Appointmentscheduling TimeManagement:Tracking, Billing,Normalization Other CapabilitiesCommonReporting andMetrics to driveCSIP Single, GlobalSystem drivingServiceconsistency Single Sign-onfor Agents Collaborationcapabilitiesincluding chat,concurrentupdates
EpicCare: Transforming Epicor Customer SupportKnowing Our Customer 2015 Epicor Software Corporation 2016 Epicor Software Corporation23
2015 Epicor Software Corporation 2016 Epicor Software Corporation24
2015 Epicor Software Corporation 2016 Epicor Software Corporation25
2015 Epicor Software Corporation 2016 Epicor Software Corporation26
2015 Epicor Software Corporation 2016 Epicor Software Corporation27
EpicCare Customer Portal 2015 Epicor Software Corporation 2016 Epicor Software Corporation28
Epicor Case Management and Positive Case Closure (PCC)SubmissionSolution DeterminedSolution ProposedSolution AcceptedQuality ReviewAcceptedRejectedCase is submitted to Epicor Support.The selected Asset, Category, andSubcategory are used to route the caseto the best support team.StateEpicor NewSoftware Corporation 2016Epicor works the request.Multiple teams may be involvedin the determining a solution.Case Work notes show theprogression of the Case.State In ProgressState Awaiting CustomerOnce a solution is determined, the solution is proposedto the customer and they are notified via eMail alongwith several reminders. Customers can choose to Accept the solution Reject the solution Wait – This option requires that the customer isregistered on the Portal. The customer chooses thenumber of days to Wait and the Case will besuspended until that time after which the customerwill again be notified via eMail on these options. 2015 Epicor Software CorporationState Resolved29If Accepted, the Case is marked asclosed and customer accepted.If Rejected, the Case is returned to InProgress with a Status of “CustomerReactivated”.If NO customer response is receivedafter the several requests, the Case ismarked as auto-closed.State ClosedImmediately upon closure, theEpicor Survey Process is initiatedand the Case moves into theQuality Review process.
Business Results 2015 Epicor Software Corporation 2016 Epicor Software Corporation30
EpicCare – The Results 51,000 users from Customers andPartners registered for EpicCare Run-rate of 500,000 support casesannually going through the singleEpicCare platform 33% of all support cases beinglogged through the new EpicCarecustomer portal Increasing 1-2pp per month 2015 Epicor Software Corporation 2016 Epicor Software Corporation31
2015 Epicor Software Corporation 2016 Epicor Software Corporation32
EpicCare Customer Feedback“ HUGE improvement over the old system What am I going to do with all of my free time?”“The new portal is amazing Especially like theformatting in the Knowledge Base”— Retail Customer— Distribution Customer“You can actually drop screen shots right into the website [and] replyto a case notification email with a screen shot Just those two thingsand the ability to simply reply by email to the cases are HUGE ”“EpicCare is working well and support has beengreat certainly a well-functioning support system”— Distribution Customer— Manufacturing Customer“Congratulations . EpicCare helps us !”— Channel Partner
And most importantly Early Indication of NPS Improvement .Support Survey NPS Scores from EpicCare System40R² 0.791730NPS in %20100-10-20June2016JulAugSepOctNovDec 2015 Epicor Software Corporation 2016 Epicor Software Corporation34Jan2017FebMarAprMayJuneMTD
What’s next for Customer Support at Epicor ? EpicCare global rollout completed Now in EpicCare Continuous Improvement phase Upgrade EpicCare from Geneva to Jakarta Continued partnership with ServiceNowfor Customer Service ServiceNow used for other parts of Epicor ITSM for Internal IT completed May 2017Other areas ? 2015 Epicor Software Corporation 2016 Epicor Software Corporation35
And Finally
An Award for EpicCare May 2017: The EpicCare project announced as thewinner of a ‘Stevie’ for Customer ServiceDepartment of the Year in the 2017 AmericanBusiness Awards Comments from the judges:“A transformative year for Epicor. Not many can replaceall their systems and still show improving metrics”“The new electronic case management system is impressive”“You have been able to navigate the complexity of mergers and acquisitionsnicely. Congratulations”“All I can say is ‘well done’.” 2015 Epicor Software Corporation 2016 Epicor Software Corporation37
Top Three Key Takeaways Reached “the end of the beginning” of our support transformationFocused now on ‘continuous improvement’High-profile project - very successful– Delivering results for both customers and the business– Recognized all the way up to the Epicor Board and investors– Independent verification– Partnership with ServiceNow key to success– Much more to come .
Ian AshbySVP, Global Supportiashby@epicor.comMobile : 44 7764 959 439Direct Tel: 44 1344 468 286 (UK)Direct Tel: 1 952 417 8686 (US) 2015 Epicor Software Corporation 2016 Epicor Software Corporation39
Platform Selection 21.4 wks Nov.2014 - Mar.2015 17.6 wks Apr.2015 - Jul.2015 Implementation Partner Selection Implementation Planning 17.2 wks Aug.2015 - Nov.2015 Platform Implementation 43.8 wks Dec.2015 - Sep.2016 Apr.2016 - Mar.2017 Rollout to Customers 50.4 wks Design start to first wave go-live 28.2 wks Oct.2015 - Apr.2016 7 Go-Live ZWaves .
May 02, 2018 · D. Program Evaluation ͟The organization has provided a description of the framework for how each program will be evaluated. The framework should include all the elements below: ͟The evaluation methods are cost-effective for the organization ͟Quantitative and qualitative data is being collected (at Basics tier, data collection must have begun)
Silat is a combative art of self-defense and survival rooted from Matay archipelago. It was traced at thé early of Langkasuka Kingdom (2nd century CE) till thé reign of Melaka (Malaysia) Sultanate era (13th century). Silat has now evolved to become part of social culture and tradition with thé appearance of a fine physical and spiritual .
Epicor Learning, Epicor's learning management system, is used to manage training content for all Epicor products. It provides a convenient location for Epicor's customers, partners, and employees to: Find and enroll in self -paced courses. Register for classroom courses held at Epicor training facilities.
On an exceptional basis, Member States may request UNESCO to provide thé candidates with access to thé platform so they can complète thé form by themselves. Thèse requests must be addressed to esd rize unesco. or by 15 A ril 2021 UNESCO will provide thé nomineewith accessto thé platform via their émail address.
̶The leading indicator of employee engagement is based on the quality of the relationship between employee and supervisor Empower your managers! ̶Help them understand the impact on the organization ̶Share important changes, plan options, tasks, and deadlines ̶Provide key messages and talking points ̶Prepare them to answer employee questions
Dr. Sunita Bharatwal** Dr. Pawan Garga*** Abstract Customer satisfaction is derived from thè functionalities and values, a product or Service can provide. The current study aims to segregate thè dimensions of ordine Service quality and gather insights on its impact on web shopping. The trends of purchases have
The following section contains a list of features released with the Epicor ERP 10.2.300 version. If you are upgrading from a previous version, review this information to learn about the features added through this major version. Epicor University Epicor University creates and maintains the documentation and education materials for Epicor ERP .
Epicor Enterprise Resource Planning 1 Epicor Software Drives Business Growth Epicor Software Corporation drives business growth. We provide flexible, industry-specific software that is designed around the needs of our manufacturing, distribution, retail, and service industry customers. More than 45 years of experience with our customers' unique
