• Finance / Accounting
• Supply Chain Management
• Supply Relationship Management
• Customer Relationship Management
• Enterprise Information Portals
• Business Intelligence
• Service Desk ITIL
• Retail
• Requisition Management
• Manufacturing
• Aged Care
• Health
• Professional Services

Customer Relationship Management

Establishing long-term, profitable customer relationships is critical to surviving in today's fiercely competitive marketplace. Responding to your customers in a timely, meaningful manner can be the difference between keeping their business and losing them to a competitor. Clientele offers a unique combination of usability, functionality and customization that helps midmarket enterprises effectively compete in today's challenging business environment.
Clientele from Epicor Software is an integrated Customer Relationship Management (CRM) system for – for the kind of CRM that's about listening to customers and doing business the way they want it done. Clientele quickly captures, routes, organizes, and stores the information that comes out of all customer interactions -- phone calls, e-mail, and even automated Web contacts. This information can then be shared and analyzed, and utilized every time you're in contact with the customer. The result: satisfied customers. And satisfied customers keep coming back.

Epicor Clientele enables you to manage the entire lifecycle of a customer, from generating leads to closing sales, and to providing superior support that results in additional business. It provides integrated sales and customer support functionality that helps organizations acquire, retain and grow profitable, long-term customer relationships.

The Clientele CRM Suite is a set of enterprise CRM applications for small to midsized companies focused on their customers. Clientele CRM is the first CRM application built entirely on the Microsoft .NET Platform, which provides new levels of accessibility, extensibility and integration. It’s our award-winning CRM software, with 14 years of features and functionality behind it.

Easy to Use

Clientele is a smart client application that uses the Internet to interact with XML Web services. It employs common user interface controls and has an easy to learn and user-navigation paradigm. Strong searching capabilities make locating specific data fast and easy. Clientele's liberal use of visual cues helps users find critical information quickly. And, Clientele supports attaching files or Web links to almost every record.

Easy to Customize

Because Clientele is highly customizable, it works the way your business does, not the other way around. Module options enable you to adapt it to fit your needs without touching a line of code. Plus, Clientele boasts two types of customization. You can modify existing screens and business rules using Visual Studio .NET, or you can develop new functionality in Visual Studio .NET by inheriting from Clientele Web services and form templates.

Easy to Manage

Clientele Sales provides many predefined sales reports, offering both sales reps and sales managers a comprehensive view of sales pipeline and activity. Clientele uses Crystal Reports as its reporting system which allows reports to be designed with Visual Studio .NET or Crystal Enterprise 9 or higher.

Built with .NET

The Clientele CRM.NET Suite is the first CRM application built completely on Microsoft's .NET Platform. A smart client application, it uses the Internet to interact with XML Web services, providing complete access to data while processing data according to specified business rules.

Designed for Web-based access, Clientele can be deployed at a central location, yet provide access to users worldwide. Clientele is optimized for use with SQL Server and is highly scalable. Whether you are starting with a 10-person or a 500- person sales organization, Clientele can adapt to meet your needs.

Clientele Customer Support

Clientele Customer Support: Responsive, World Class Service

Clientele Customer Support is the award-winning mission-critical software application emerging companies turn to for supporting and managing their most important asset: their customers.

Establishing long-term, profitable customer relationships is critical to surviving in today’s fiercely competitive marketplace. Responding to your customers in a timely, meaningful manner can be the difference between keeping their business or losing them to a competitor. In the end, the goal of effective customer support is to increase the lifetime value of a customer.

Customer support and customer service are more than departments; they are part of an essential strategy for growing your business. Clientele is your strategic partner in helping provide excellent service to your current and prospective customers.

Clientele delivers solutions that help you deliver first-rate service to your customers while controlling costs. The result? A strong return on investment through happy customers who make additional purchases and generate new business through referrals.

Clientele Customer Support allows you to easily gather, organize and share customer information, making possible a real-time, two-way flow of communication between your enterprise and your customers. Clientele offers a unique combination of usability, functionality and customization that helps companies effectively compete in today’s challenging business environment. Whether you’re an executive managing the bottom line or a support manager keeping costs in line, Clientele provides an easy to deploy customer service and support solution that gives you a competitive edge.

Case Management at Your Service

Clientele’s comprehensive case management features empower you to deliver timely, accurate, complete and clear information to your customers. You can easily open, track, report on and close calls. And follow-up reminders can be attached to calls to ensure commitments are kept. Furthermore, user-definable call queues allow managers to prioritize workflow. Customer issues are captured quickly and shared easily — so time isn’t wasted on updating support agents on existing matters and information.

Resolve Customer Issues—Now

Clientele’s AnswerBook feature, an online store of answers to your customers’ questions, makes it easy for anyone in your company to provide customers with fast and accurate answers. Answers can be e-mailed directly to the customer. Moreover, you can place your AnswerBook on the Web and let customers help themselves to information via the Clientele Self-Service Portal. The Clientele Self-Service Portal takes the entire customer support process to the Web, enabling low-cost, anytime, anywhere service to customers.

Quantify Customer Support

Clientele helps customer support departments identify and forecast their contributions to the bottom line, resulting in greater profitability and predictability. With options for tracking paid support by incidents, minutes, or length of contract, you can tailor your service model to fit customer budgets or preferences. Clientele provides intuitive visual cues to alert the support representative when a customer’s service contract has expired, ensuring continued revenue generation from your contact center.

E-mail Marketing


Marketing the Enterprise

Are you making the most of your marketing resources? In a fiercely competitive market, it ’s critical to gain visibility with prospects and maintain communication with customers and partners. Effectively marketing your business goes far beyond product promotion. eMarketing is a powerful application for delivering effective e-mail marketing campaigns. It is also an excellent tool for distributing important communications to your employees, partners, prospects and customers.

eMarketing can be used by customer service to communicate critical support information, by your channel manager to share program updates, or by your human resources department to inform employees of new benefits policies. Innovative thinking will uncover dozens of areas where e-mail marketing programs can be used to drive revenues, improve customer satisfaction and streamline internal processes.

E-mail Marketing Made Easy

Its user-friendly environment allows users to quickly and easily implement focused e-mail campaigns with minimal training. An extension to Clientele ’s full CRM suite of solutions, eMarketing helps drive efficiency and gain true ROI from your campaigns. By simplifying and automating campaign processes, eMarketing shortens campaign cycles, allowing you to produce more campaigns, more often. And eMarketing dramatically reduces overhead by eliminating the need for postage, printing and shipping required for traditional direct mail marketing campaigns.

Reaching the Right People With the Right Message

The more targeted your campaign message is to your audience, the more success you ’ll realize from your efforts. eMarketing allows you to make the most of your marketing resources by targeting the right people with the right message. To ensure that your message reaches the right people, eMarketing ’s highly flexible, easy-to-use web interface allows you to quickly import contacts directly from Clientele CRM or other data sources — through ODBC or from flat files, so you ’re always using the most up-to-date information.

Design Your E-mail

Leave the technical stuff to your IT department. The eMarketing content editor is designed to enable you to swiftly build personalized and content rich messages -without being a Web guru. It utilizes a grid-based layout format to enable quick production of HTML e-mails and Web microsites.

eMarketing allows you to design unique Web microsites to complement e-mail campaigns. Use Web microsites to share additional campaign information, drive traffic to your Web site, or as a call to action.

Measure Your Results

Effective marketing projects are results-oriented. The ability to analyze the success of a campaign can help you plan for future campaigns and prepare for changes in your organization ’s sales or service activity.

eMarketing delivers a flexible environment for tracking and measuring campaign results. It provides immediate feedback, allowing you to track campaign activity as soon as the campaign is launched. eMarketing gives you the power to track customer behaviors – such as when they opened the e-mail, how many times they viewed it and whether they logged in to the corresponding Web microsite.

A Complete CRM Solution

eMarketing is available standalone or integrated with the Clientele CRM Suite of solutions, delivering maximum efficiency to your customer-facing operations. Contact data can be imported directly from Clientele. You can also periodically update the data imported from Clientele to make sure eMarketing has the latest contact information.

Sales and Marketing

Clientele Sales: Right Prospects, Shorter Sales Cycles, Better Customers

The key objective of many businesses is to grow revenue. Whether your growth will come through attracting new customers or retaining existing ones, Clientele Sales can help you do that. Clientele Sales further strengthens your ability to increase revenue by enabling you to convert more prospects to customers and target the highest value opportunities.

Clientele Sales can also improve the efficiency and effectiveness of your sales team. It helps sales teams manage their opportunities and automate many administrative tasks — allowing your sales professionals to focus on the building of relationships and revenue. Additionally, sales data is shared across all departments, so everyone is up to date on what is happening with your customers.

Equipped for Success

With Clientele, sales teams can manage and track all customer interactions and share that information with all team members. The sales manager or sales engineer can review customer interactions and record their own, so everyone on the team has a comprehensive real-time view of sales activities. Clientele allows you to manage customer interactions by providing a complete view of their purchase history, existing contracts, support requests and more. And by allowing you to prioritize sales activities, Clientele helps you focus on your best prospects. Sales milestones allow sales reps to track how their opportunities are moving through the selling process. When coupled with a structured selling process, milestones remind sales reps of what tasks or selling activities need to occur at each stage of the process. Using Clientele, sales managers can track how well sales reps are moving opportunities through the process and proactively spot trends or problems with individual reps or pending deals.

Capture Leads

With Clientele Sales, you can manage virtually the entire life cycle of a sales opportunity — from the time it enters your system as an inquiry to its conclusion as a new customer. You can easily capture critical prospect and customer information and share it with others throughout your enterprise. Plus, you can automate many routine tasks, freeing your sales professionals to concentrate on closing more deals.

Increase Sales Efficiency

With Clientele Sales, you can convert an opportunity to a quote, track multiple quotes for the same opportunity, track milestones and schedule follow-ups. By providing a single information resource for managing customer information and sales activity, Clientele helps drive efficiency in the sales force.

Enhance Sales Effectiveness

Clientele Sales helps you focus on the right opportunities with the most current information at your fingertips. Pipeline management and forecasting are built-in, providing feedback on total pipeline value, number and value of sales opportunities at each selling stage, and sales period forecasts based on estimated close dates. Sales managers can review sales opportunities on-line and quickly ramp up on new opportunities when called in to close a deal.

Keep in Touch with Customers

Clientele Sales makes it easy to be responsive and proactive with your customers. Whether its appointments, tasks, correspondence or notes, Clientele allows you to track all activities related to each customer or prospect. Our own follow-up monitor enables you to create and receive alarmed notifications of action items.

Designed for the Customer-centric Enterprise

Clientele Sales is part of the Clientele CRM.NET suite, an integrated solution for managing customer-centric processes. Clientele CRM.NET helps simplify business flow because everyone in the organization is using the same tool to manage customer interactions. Whether entering a lead, working a sales opportunity or providing post-sales support — your enterprise and your customers are kept informed.



Self-Service

Clientele Self-Service Portal: Amplify Customer Satisfaction with Self-Service
The Clientele Self-Service Portal from Epicor helps you meet the demands of today ’s customer by allowing you to provide them with access to information and answers to their questions —at their convenience. This robust, integrated application works with common Internet browsers to give enterprises in the small to midmarket a global support presence.

Hire An On-Line Customer Support Agent

Implementing the Clientele Self-Service Portal is like hiring an around-the-clock customer support agent —it provides all the necessary information and solutions your customers need to help themselves, anytime, anywhere. With the Clientele Self-Service Portal, customers can submit support calls as well as check on the status of open calls. In addition, customers can view their registered products, support agreements, and returned merchandise authorizations. The variety and scope of information accessible through the Clientele Self-Service Portal can be customized, so even while empowering your customers with self-service, you remain in control of the information.

Give Your Customer Answers … On-line

The AnswerBook feature, an online store of answers to your customers ’ most frequently asked questions, allows customers to help themselves to information at anytime of the day and from anywhere in the world. Whether searching your Web-enabled AnswerBook for a solution, placing a call for assistance, viewing the status of open calls, or checking up on call details —your customers remain well-informed at all times.

Seamless integration

The Clientele Self-Service Portal tightly integrates with Clientele Customer Support, part of Epicor ’s Clientele CRM. NET suite. When a new service call is initiated by a customer through the on-line portal, the information is automatically updated in the Clientele system. The flexibility of having the two applications working in-sync further extends the quality of service delivered to your customers.

Minimize customer calls, Maximize support efficiency

In addition to delivering increased customer satisfaction, the Clientele Self-Service Portal can dramatically reduce the number of first-level calls made to your support department. It allows your support staff to concentrate on solving more complicated problems, while reducing support costs. Because the information exchanged through the Clientele Self-Service Portal is integrated with your support center, service representatives are always up-to-date on customer accounts and issues.

The First CRM Application Architected on Microsoft .NET


Built completely on Microsoft .NET, the Clientele CRM.NET suite leverages the power of a service oriented architecture to provide a robust customer relationship management solution for small and midsized enterprises. Building on Epicor’s more that 14 years of functionality and technical expertise in delivering award-winning customer relationship management solutions; Clientele now brings customers a Web services-based version of a proven solution.

Clientele relies on standard Microsoft technologies such as SQL Server, Internet Information Server and the .NET Client Framework. So finding skilled professionals able to administer and customize is easy and there are no proprietary learning curves. And knowledge gained is transferable to managing other applications based on Microsoft technology.

Clientele CRM.NET is built using Visual Studio .NET and leverages object-oriented development to provide powerful functionality. Customization in Clientele is performed using Microsoft’s intuitive Visual Studio .NET development tool which means changes can be made using any of the numerous .NET-compatible programming languages. In addition, Clientele’s .NET-based architecture uses inheritance — allowing customizations to be isolated from source code, so future upgrades and migrations do not overwrite custom changes.

Clientele CRM.NET boasts a lower total cost of ownership. With its scalable and modular infrastructure, Clientele protects your investment in existing assets and allows for integration with future hardware and software purchases. Clientele also allows for customizations and new product releases to be automatically deployed to the client from the server, saving valuable time for IT administrators. And, Clientele delivers high levels of availability and reliability, which virtually eliminates expensive downtime.

Clientele CRM.NET takes a unique approach to web-based applications by providing a rich windows client that interacts with Web services via the Internet, an Intranet, or an Extranet. This “smart client” provides the benefits of a rich windows user interface with web-based accessibility. All Clientele CRM.NET communication can be encrypted by securing the Clientele web server using Secure Socket Layer (SSL). This configuration is recommended for any implementation that uses the public Internet for transmitting Clientele data.

Clientele CRM.NET enables companies to offer more effective customer relationships by exploiting the benefits of the Microsoft .NET architecture, delivering powerful accessibility, extensibility and integration. Employing native Web services and XML throughout, Clientele makes integration to external applications easier and faster than ever.



Web-based Surveys

Many organizations now understand the need to capture information on the opinions and behaviors of the people that matter to their business such as employees, customers, business partners and suppliers. Advanced Surveys is a comprehensive survey solution with real-time, web-based reporting and analysis. Advanced Surveys allows you to easily create and deploy surveys either on a website or within an email. Once the survey is deployed, you can then take advantage of Advanced Surveys reporting and analysis tools to really understand what your target audience is telling you and respond accordingly. This information can then be used to make your marketing efforts more targeted and therefore more successful.

Online Surveys Made Easy

Advanced Surveys manages the entire survey cycle — from building individual survey questions to launching the survey either on a website or via an email. It delivers valuable information about your business in real time, allowing you to react quickly to address any issues that become apparent. Its user friendly environment allows users to be up and running quickly with the minimum of training. By simplifying the survey design and deployment process Advanced Surveys shortens the deployment cycle which allows you to gain more knowledge from more surveys more often. Advanced Surveys dramatically reduces overhead by eliminating the need for expensive printed surveys which need to be mailed to the target base. It also minimizes the time spent collating and tabulating results into meaningful data.

Getting the right information at the right time

One of the major problems with traditional survey methods (for example print and telephone) is that by the time you have received the information, you have lost the opportunity to act or even worse you may have lost a valuable customer to the competition. With online surveys, the results are available as soon as the survey is completed by the respondent. This allows you to react to mission critical responses decisively and immediately.



Multiple Deployment Options

Advanced Surveys creates each survey as a separate hyperlink that can be placed on any website to help drive traffic to the survey. You can also upload contact lists and databases and send them a direct and unique link to the survey and track their individual response details. Furthermore, via integration with Epicor eMarketing, you can actually place the survey in an email so that your respondent never even has to leave their email application to answer your questions.

Instant Results

All effective marketing and support efforts are results orientated. The granular results available in Advanced Surveys will allow you to keep your finger on the pulse and prepare appropriate action plans. Overall summary results are available and these can be drilled down to the individual page or question level and to the individual user level so that you can 'slice and dice' the data any way you wish. Easy to understand reports are available and all result data can be downloaded to excel for further analysis if necessary.

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