ING Direct Nets 400% ROI With E.piphany
CRM solutions provider E.piphany Inc., San Mateo, CA, made the announcement at the DMA's fall show.
Using E.piphany Interaction Advisor in its contact centers and on its Web site has resulted in a payback period of three months for ING Direct, or 400 percent ROI in the first year.
ING Direct has 10 million customers worldwide. As opposed to the traditional branch channel, ING Direct offers simple financial products direct to consumers via the Web, call centers and mail.
ING Direct is using this E.piphany analytic solution to provide personalized, targeted offers on its Web site and in its call centers. E.piphany Interaction Advisor uses rules and real-time analytics to deliver the most relevant offer to customers, when appropriate, during an inbound interaction. An average of 2.4 million site visitors and 100,000 callers monthly receive personalized offers via the solution.