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July 1, 2003
Philips Business Communications' excels at Customer Service and Support with CRM from Onyx Software
1 July 2003 - Onyx Software, a worldwide leader in successful CRM, has been selected by Philips Business Communications [PBC] as its customer support solution provider. PBC is recognised as a frontrunner in networking, mobile messaging, contact centre solutions and IP Telephony.Onyx Enterprise CRM has been deployed at PBC's International Support Centre located at their Headquarters in the Netherlands. Used by their Product Quality and Support [PQS] staff tasked with providing technical assistance, Onyx will enable them to receive, handle and track service incidents and will facilitate Management Information Reporting on service performance metrics, such as frequency, throughput time and Service Level Agreement (SLA) tracking. The CRM system will ultimately benefit around 50 customer service organisations worldwide, providing them with real-time notification of, and 'view access', to incidents.
"We have very strict Service Level Agreements in place with our customers that demand detailed incidents tracking and real time reporting," said PBC's internal Project Manager Evert Stark. Our old system just couldn't keep pace with the ever-increasing demands from our customers. In Onyx we have customer knowledge at our finger tips and both customers and partners will even be able to access their own incidents online."
Sophisticated tools built into the system will significantly help to shorten the time it takes to administer, prioritise, respond and track service incidents ensuring service level agreements remain in tact. PBC expects the knock on effect in terms of cost savings, employee productivity, job satisfaction and customer satisfaction will be significant.
PBC selected Onyx as its CRM partner over ten other vendors. "Onyx's technology simply outclassed the competing technologies," said Stark. "We were clearly impressed by the superior reporting capabilities and incident management but Onyx's Internet Architecture and portal approach simply could not be rivaled. As a result implementation and integration has been extremely smooth. Ultimately, though, our customers are the winners. We are now delivering a faster, more efficient turnaround that is in line with their SLA expectations. Giving them access to a new online system is proof of our commitment to delivering a superior customer service."
Under the agreement, PBC has deployed the Onyx Employee Portal, part of the Onyx Enterprise CRM suite designed to help users manage the multiple dimensions of customer and partner relationships across sales, marketing and service. A second phase of the roll out is being planned that will give PBC's partners access to the system and Sales and Marketing will come onboard some time in the future.
PBC, with close to 1200 employees is a leading provider of business communications solutions to medium and large sized enterprises. Customers are served through a network of over 50 sales organisations, distributors, dealers and value-added resellers. Worldwide development, marketing, sales and services are directed from the company's headquarters in Hilversum, The Netherlands.
About Onyx SoftwareOnyx 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, 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. More information can be found at http://www.onyx.com/.
About Philips Business Communications
Philips Business Communications (PBC) is a leading provider of business communications solutions to medium and large sized enterprises. Its activities are directed to vertical markets and focused in three domains: Customer Relations, Virtual Offices and Converged Networks. In addition, PBC offers an extensive portfolio of Expert Services. PBC is headquartered in Hilversum, The Netherlands. For more information visit the PBC Web site at www.sopho.philips.com.
| Contact: | Katie de Cozar / Cathy Baker Liberty Communications tel. +44 208 748 2248 fax. +44 208 741 5216 @: katie@libertycomms.com / catherine@libertycomms.com www.libertycomms.com
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