Epicor
Epicor relied on more than 15 CRM‑based support systems and 50‑plus customer portals to provide support to its 20,000 customers worldwide. This led to a poor and inconsistent customer service experience, long resolution times, and high costs. With approximately 50% of its annual revenue derived from software support and maintenance fees, Epicor needed to make a change. Epicor decided to invest in ServiceNow as the foundation of “EpicCare”, its new single global customer support platform that now powers the delivery of a consistent service experience to all its customers and partners, for all of its products, on a worldwide basis. A Forrester Total Economic Impact™ (TEI) Study found that the company realized $11.4 million in economic impact from investing in the solution.
Videos
- Knowledge17: Customer Service Management Topic Keynote with Ian Ashby
- Does traditional CRM make sense to address the customer service challenge at Epicor?
- Knowledge16 – theCube interview with Chris Orr, former VP Support Strategy (short version; 1:13 min.)
- Knowledge16 – theCube interview with Chris Orr, former VP Support Strategy (long version; 17:19 min.)
News Articles
- ServiceNow Aims to Enable Cross‑functional Customer Service
- Epicor Honored as Bronze Stevie® Award Winner for Customer Service Department of the Year in 2017 American Business Awards
- Press Release: ServiceNow Aims to Enable Cross‑functional Customer Service
- Epicor Taps ServiceNow for Customer Service Improvement
- Unifying Customer Service for a Single System with Many Benefits
