Broadbase Information Systems Inc. will update its suite of customer-facing analytic applications with modules for E-commerce, field service, and help desk.
Broadbase Enterprise Performance Management 3.0 is intended not only to evaluate how efficient and successful a company's operations are, but also how profitable its customers are. The analytic application suite mirrors the functions of traditional customer-relationship management packages; in addition to the three new modules, EPM 3.0 includes sales, marketing, and customer-service modules.
EPM/E-Commerce offers built-in templates to let businesses analyze Web traffic and content and online customer shopping patterns, then use that data for personalization and segmentation. It can be linked with E-commerce applications such as BroadVision, InterWorld, and Microsoft Site Server. EPM/Field Service analyzes contract and service-level agreements, productivity, parts inventory, and product failure rates. EPM/Help Desk analyzes support cost, service quality, customer satisfaction, and call-center workloads.
The suite also features upgrades to existing technology. EPM/Sales adds an enhanced ability to analyze sales profitability and to forecast sales. EPM/Customer Service adds improved abilities to analyze call queues. EPM/Marketing includes improved customer profiling and segmentation. EPM/Foundation, a data mart and analytic application architecture that underpins the suite, adds new adapters to integrate with packaged applications such as Siebel, Clarify, SAP, Oracle, and PeopleSoft. It also includes support for multiple database platforms, as well as Microsoft's OLAP Services and Metadata Repository.