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June 26, 2003
Austria's third mobile operator selects Onyx Software for its CRM standard
26 June 2003 - - Onyx Software, worldwide leader in successful CRM, has been selected by Connect Austria/One, the country's third mobile operator, as its customer relationship management [CRM] solution provider. The solution should ultimately benefit around 4 million customers by improving their experiences and increasing loyalty in the competitive mobile telecommunications market.Connect Austria/One, which boasts the fastest implementation of a mobile network, currently has 1.35 million subscribers with 21 percent market share and 75 percent penetration. The company's central focus is on offering mobile connectivity to users, while also operating a small ISP and dial-up business. The Onyx solution is being rolled-out to support its direct sales force, a network of 1000 different dealers, 48 One World shops and various call centres enabling up to 400 users in the near term.
Today's announcement stems from a relationship with Onyx which began in September 1998 and grew from 50 to 100 licences by 2000 initially to support Connect Austria's/One's business representatives. The service provider's strategy to stem churn rates and drive up customer loyalty and retention in a market characterised by intense competition was a key factor in its' decision to use Onyx to support its' residential customers.
Onyx Enterprise CRM facilitates this by integrating Connect Austria's sales and service operations to manage the multiple dimensions of its customer and partner relationships.
Connect Austria is deploying the Onyx Employee Portal [OEP], which provides a centralised digital workspace for exceptional customer management - ultimately increasing the effectiveness of every interaction throughout the customer lifecycle.
OEP delivers a unified application architecture offering unparalleled flexibility. Through seamless integration of customer information, company wide relevant data will be instantly on-hand to Connect Austria's sales and customer care staff, eliminating the need to leave the portal interface.
Connect Austria/One evaluated several competitors before opting for Onyx Software. Key factors were ease-of-use and ease and speed of integration with its existing customer systems. One of Connect Austria's key goals is to reduce the number and complexity of their back-end systems down to one by 2004. Onyx's flexible architecture enables swift integration and Connect Austria is confident they will meet this deadline ensuring that all customer facing processes, even billing will be driven through Onyx.
"We needed a solid dependable CRM solution from a company that matched our own strategy and culture. We are not the largest mobile service operator in Austria but we are developing and expanding and we found Onyx reflected our own company ethos. They were flexible, responsive and open and speed of deployment was second to none", said James Devenish, CRM Solutions Manager for Connect Austria/One. The initial deal was signed in September 1998 and the early system was fully operational in just over two months.
With Onyx's help, relationship and loyalty management is well under control. Connect Austria/One looks forward to the next stage in the development of its CRM system, that is to upgrade from Onyx OEP 4.0 to 4.5, part of the company's longer term strategy.
About Onyx Software
Onyx Software Corp, a worldwide leader in delivering successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, telecoms, healthcare, high technology and the public sector. Customers include Amway, UK lottery operator Camelot, Microsoft Corporation, Mellon Financial Corporation, ntl, State Street Corporation, Suncorp, Hyundai Car UK and over 20 UK Local Authorities.
ONE facts & figures
In October 1998, the communications company ONE launched Austria's only nation-wide GSM-1800 mobile telephony network. Besides mobile telephony, ONE also offers the Internet product i-ONE and the fixed-line solution f-ONE. At the end of March 2003, ONE had about 1,400 employees and more than 1.6 million customers (1.37 million mobile, 140,000 fixed line and 150,000 Internet customers). Turnover in 2002 amounted to EUR 619.7 million. ONE has a population coverage of 98%. ONE is the only mobile telephony operator to offer GPRS and HSCSD (ONE High Speed) in Austria. To date, ONE has invested EUR 1.65 billion; EUR 99 million thereof in 2002. ONE (Connect Austria GmbH) is owned by the German E.ON (50.10%), the Norwegian Telenor (17.45%), Orange (17.45%) and the Danish TDC (15%).
| Contact: | Katie de Cozar Liberty Communications Tel: 020 8748 2248 katie@libertycomms.com |
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