Partnership with Aquarius Technology Instrumental in Project's Success

Bellevue, WA - Onyx Software Corporation (Nasdaq: ONXS), Aquarius Technology and Provident Central Credit Union today announced the successful implementation of Onyx Front Office across Provident's entire call center operation, which serves 84,000 members, creating a holistic view of member relationships and consolidating the credit union's legacy systems and databases of product and service transactions into one component that can be viewed by each of the credit union's call center representatives.

"As a nationally recognized credit union, we needed to address the quality of our member service. With the vision of a one-stop call center, Provident employees can easily deliver efficient response times and offer additional services to our members and potential members at the same time. I am very satisfied with the investment we have made in Onyx and consulting services from Aquarius Technology Corporation," said Provident Central Credit Union Executive Vice President Helen Byrnes. "Provident employees now have a tremendous tool with which to provide high quality service to our members."

The approach

To provide superior member service and improve productivity, Provident consolidated two separate call centers, member service and lending. Provident's goal was to speed up the time it takes for a member to get account information and create a one-stop information center where its call center employees could become the "single point of contact" for member information. Provident implemented a solution to cross-sell additional services to existing members and to attract new members through their consolidated call center. The organization faced many challenges with their two separate call centers and had visions of merging the two centers into one to create a more productive and efficient solution. Provident turned to Aquarius Technology and Onyx Software Corporation to make this vision a reality.

Marketing automation streamlines processes

As a result of the Onyx Front Office implementation, Provident Central Credit Union has been able to offer more comprehensive service to members and is anticipating faster call response times. The staff is able to view member accounts to see what marketing campaigns members/non-members have recently received and can query them about their interest in the particular product or service promoted. Recently, Provident uploaded non-member data into their Onyx Front Office system for a non-member, auto pre-approval campaign. Non-members were given a specific code so they could easily be identified and responded to when they called to accept their loan. Because all pre-approval data was loaded into Onyx Front Office, including member and non-member data, the system was also able to provide detailed reports of responses and their status. Provident is now using Onyx Front Office to identify "non-respondents" for a follow-up mailing.

Onyx Front Office allows the marketing department to easily monitor marketing campaigns and track survey results. It also allows Provident to customize surveys and reports, as well as receive notification of sales opportunities by e-mail.

Ludelle Morrow, President of Provident Central Credit Union said, "By knowing our members we will build loyalty and trust which leads to member growth, member retention and profitable relationships. Onyx is a key element to Provident's future success."

With this new technology, call center employees have become more efficient, with complete access to member and/or target member demographics and service/product information. Having department information available with a touch of a button has helped Provident Central Credit Union facilitate productivity, leading to a more resourceful call center.

CTI Integration improves responsiveness

Provident Central Credit Union's Onyx Front Office solution allows call center employees to instantly view member account information, including Visa, savings, loan and loan application information through Computer Telephony Integration (CTI). Using pre-defined business rules, a call is routed to an available call center representative based on his/her level of expertise. CTI displays the member information from Onyx Front Office directly to the representatives' computer screen. To do this, Aquarius integrated Onyx with Provident Central Credit Union's existing transaction processing systems including Summit Spectrum, FDR and Contour.

The complete solution including CTI was implemented by Aquarius Technology in four months. "We are pleased to have an opportunity to work with the outstanding Provident call center leadership team. Onyx has great success in the financial industry. We are excited to take a leadership position regarding delivery of call center solutions for the credit union industry," said Aquarius Technology President, Paul Colella.

About Provident Central Credit Union

Currently the 47th largest credit union in the U.S. with $760 million in assets, Provident will celebrate its 50th Anniversary in the year 2000. Headquartered in the San Francisco Bay Area, Provident now serves more than 84,000 members from over 1700 employer groups and maintains service centers throughout California, and shared service centers Nationwide. Provident Central Credit Union is well known for its innovative ideas in the credit union industry and is a leader in implementing advanced technology solutions to service their members. Their commitment is to provide members with informed marketing messages and convenient quality service across many delivery channels. Provident gathers member data through surveys, demographic studies, data acquisition and behavior research, with the ultimate goal of understanding each individual member, knowing them intimately and addressing their needs. For more information contact Helen Byrnes, Executive Vice President, (650) 508-0300 or (800) 632-4600, ext. 2022. You can also visit Provident's web site at www.providentcu.org.

About Aquarius Technology

Aquarius Technology Corporation, a privately held company headquartered in Bellevue, Washington, is a systems integration consulting firm. They focus on consistently providing companies with seamless solutions by integrating software applications and leveraging the internet as an extension of their functionality. Aquarius is a certified Microsoft Solutions Provider and award-winning Onyx Software Certified Systems Integration partner. For further information on Aquarius, please visit their web site at www.aquacorp.com or contact them directly at Aquarius at (888) 462-6605.

About Onyx Software

Onyx Software Corporation (NASDAQ: ONXS) is a leading provider of Web-based Customer Relationship Management (CRM) systems. The company's innovative e-Business software combines comprehensive CRM functionality, third party applications and Internet content into personalized digital workplaces for marketing, sales and service employees, business partners and customers. The company's systems are scalable, flexible, reliable and deploy quickly resulting in a rapid return on investment and industry leading customer satisfaction. Onyx Software operates worldwide, supporting large, medium and small companies such as American Express, Cognos, Credit Suisse, FirstWorld Communications, Giga Information Group, Interactive Intelligence, NTL Internet, Plumtree, Portland Trailblazers, Prudential, Sharp Electronics, Sierra Health Services, Singapore Cable Vision and US Bancorp Piper Jaffray. For more information call 1-888-275-6699, visit the Onyx Website at www.onyx.com or email info@onyx.com.