Company: Epicor Software Corporation

Company Description: For 20 years, Epicor has been a leading provider of integrated ERP, CRM and CRM software solutions to midmarket companies worldwide. A global leader in the midmarket serving over 20,000 customers in 143 countries, Epicor leverages Web services and other innovative technologies to develop end-to- end, industry-specific solutions that help drive efficiency across operations.

Nomination Category: Organization Awards Categories

Nomination Sub Category: Best Customer Service Organization

Nomination Title: Epicor Software - The Customer Comes First

   1. Tell the story about what this nominated organization/department achieved in the past year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

With a truly global customer base, Epicor aims to provide world-class customer service and sets this goal with full knowledge that this is difficult to accomplish in the enterprise software business. Epicor’s 350-strong global support organization works closely with customers to take ownership of business issues and assist them in finding creative solutions that enable them to achieve maximum benefits from their Epicor solutions.

In order to track the effectiveness of its Support Team, Epicor runs quarterly surveys of its customers to rate the support team on six key performance factors: Attitude, Communication, Conclusion, Knowledge, Resolution and Timeframe. Measuring on a scale of 1-10 where ten is the strongest performance, 8,320 customers were polled during 2005. Epicor measured above 8 for Resolution and above 9 for all other categories.

Epicor president and chairman of the board George Klaus has instilled the philoshpy that the customer is always number one, ahead of shareholders and employees. This customer-centric mentality is evident in the excellence of Epicor's customer service organization and the positive feedback from customers.

Epicor customers are speaking out about the stellar work of the Epicor Support Team.  “The support staff at Epicor has been superb. We can call them at anytime and they are always very knowledgeable which has been a tremendous help to us,” says Kathy Rhoton, Manager, Accounting Operations at Eastman Credit Union. “An important aspect of our relationship with Epicor is the prompt support we have, anytime our business needs it,” says Cristian Vladone, Finance Manager for Alfa Laval.

Epicor provides live support in 20 languages through more than 15 Global Support Centers around the world. In addition, Epicor offers its customers several leading-edge support tools and systems.  Customers can find information specifically for them at the online Epicor Support Center, EPICweb, which includes access to an online knowledgebase, listings and automated notifications of product downloads, and tools for submitting incidents to the Epicor support team.  Views in EPICweb can be easily

customized enabling users to see only the information that is important to them and to manage customer newsletters and other corporate communication subscriptions from one location.

Recently, ContactCenterWorld.com named Epicor as winner of the award for Best After Sales Support in Americas in the fourth annual Members’ Choice Awards. Epicor was evaluated by its customers on several criteria including knowledge and efficiency of the support staff, accessibility of support services, and the ability of staff to make decisions to serve the customer.

   2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, http://www.youraddress.com:

Epicor Support Resources –

http://www.epicor.com/shared/downloads/NavigateEpicorSupportResources.pdf

Epicor Wins Award for Best After Sales Support –

http://www.epicor.com/www/company/mediacenter/pressdetail.htm?ID={A6EE0896-DAE9-4AB5-8A38-09360F5256AB}&CN=US

   3. Provide a brief (up to 100 words) biography about the leader(s) of this nominated organization/department:

Dan Whelan, senior vice president of worldwide support joined Epicor Software Corporation in 1993, and brings over 20 years of consulting and management experience to the company. Whelan and his team are responsible for customer support across all Epicor product lines, which includes targeted solutions for manufacturing, distribution, enterprise service automation, financial services and hospitality. Additionally, he is responsible for ensuring global methodologies and standards across the company’s worldwide customer support operations. Whelan received his Bachelor of Arts degree in Business Administration from the University of Washington.