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April 28, 2003
Reed Business Information Selects Onyx Software as its CRM Solution
Global Media Company to Deploy Onyx across its North American Operations
Reed Business Information is the largest business-to-business publisher in the U.S. that provides a range of information and marketing solutions to business professionals in the media, manufacturing, electronics, construction and retail industries. Its market-leading properties include more than 130 business-to-business publications, over 115 Webzines and Web portals, as well as online services, custom publishing, directories, research and direct-marketing lists. RBI is one of four business units that make up Reed Elsevier Group plc (NYSE: RUK and ENL) - a world-leading publisher and information provider operating in the science and medical, legal, education and business-to-business industry sectors.
When fully implemented for RBI, the Onyx CRM system will replace standalone versions of ACT!™ used by more than 500 sales personnel for customer contact management. The Onyx application will be used to consolidate demographic, behavioral and financial data across the business unit's marketing and sales operations. RBI is making the Onyx CRM system the centerpiece of their strategy to make business decisions, performance evaluations more data driven and to improve sales force effectiveness. The centralized Onyx system will also make it easier to share information with the other business units that make up RBI.
"Our investment in the Onyx CRM system is integral to truly setting the standard within our industry as a customer-centric organization," said Reed Business Information CEO Jim Casella. "The Onyx system will allow us to better understand our customer's needs as well as strengthen our customer relationships and the quality of their experience as they do business across the rich, market-leading brands that make up the Reed Business Information portfolio."
Improving sales force effectiveness has several key thrusts at RBI: standardizing processes, providing better tools and support, and moving the sales force from a transaction-oriented sales process to a solution sell. RBI will use the Onyx CRM system to establish a "dashboard" of tools and product and market data including industry-specific information and RBI-specific information about publication market share, readership and web site traffic.
The Onyx Marketing Encyclopedia will be used to help RBI standardize processes by maintaining libraries of sales tools for such things as pre-call planning and letters of understanding. Using Onyx, RBI will be able to maintain a history of customer interactions, customer profiles, and key decision-makers all in a centralized repository. Reporting capabilities of the Onyx system will be used by management at corporate headquarters to forecast sales and will enable sales personnel to perform "bottom-up" forecasts to monitor their own performance. Sales personnel will no longer need to use separate systems to check credit status or enter orders, performing those functions instead from their Onyx dashboard.
"This is a business-driven, not technology-driven, implementation," said Mike Catalonello, Senior Vice President and Chief Sales Executive. "Although Onyx's cutting edge architecture was a key factor in our decision, what it could do for our business-centralize tools and information to manage our business more efficiently and effectively-is what made us select Onyx. Another key decision factor was the rich set of out-of-the-box features that would help us drive user-adoption, a very important factor when you have such a large and diverse sales force as ours."
In addition to RBI, another Reed Elsevier Group plc business unit in the UK, Reed Exhibition Companies, also uses Onyx to successfully manage their campaigns and customer interactions.
About Onyx SoftwareOnyx Software Corp. (Nasdaq: ONXS), worldwide leader in 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, United Kingdom lottery operator Camelot, Delta Dental Plans of California, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX, or info@onyx.com . Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
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