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November 18, 2003
Riggs Bank Goes Live with Powerful New Customer Management Solution
Onyx Software and Crowe Chizek Deliver On Riggs' Customer Relationship Vision
Riggs Bank N.A., the primary operating subsidiary of Riggs National Corporation (NASDAQ: RIGS), has approximately US$6 billion in assets. Riggs is the largest bank holding company headquartered in Washington D.C. and is the primary financial institution serving embassies operating in the nation's capital. In addition to its offices in the Greater Washington, D.C., metropolitan area, Riggs has offices in Miami, London, the Channel Islands, and Berlin.
"We saw this CRM initiative as an opportunity to not only better understand our customers, we also saw it as an opportunity to transform as an organization," said Mark Hendrix, Chief Marketing Officer of Riggs Bank. "The Onyx solution will transform the way we engage with prospects and customers by delivering a comprehensive customer view, enabling detailed customer profiles, accelerating customer application processes, and improving customer service across all banking channels. This will significantly enhance our ability to deliver value to our customers."
Riggs Bank uses Onyx Enterprise CRM to access comprehensive customer information across all bank departments and product lines. Each customer's unique characteristics are now available, including demographics, preferences, complementary relationships, priority rankings, high probability cross-sell opportunities, and risk profiles. The new system will help Riggs deliver a consistent, positive customer experience across all delivery channels while driving increased customer satisfaction no matter which channel Riggs' customers use to interact with the bank. In addition to realizing operational efficiencies, Riggs also expects to improve processes that directly affect the customer. For example, Riggs is using Onyx to minimize the inconvenience caused by the introduction of the steps required to meet government compliance standards found in the USA Patriot Act.
"The vision of a truly universal view of the customer is something many banks try to achieve, but few have accomplished," said Bill Bunker, Vice President of Financial Services for Onyx Software. "Through their successful CRM initiative, Riggs Bank is improving their competitiveness and strengthening customer loyalty by deploying the infrastructure necessary to achieve real customer intimacy and broader customer relationships."
"Riggs Bank is an excellent example of an organization that engaged in a CRM strategy process to build the proper foundation for the implementation," said Brian Kloostra, CRM Executive for Crowe Chizek, Riggs' system integration and CRM implementation partner. "Before beginning the implementation, Riggs articulated a CRM mission of 'One Riggs, One Customer' -- providing a consistent customer experience to all Riggs customers across all communication channels, branches, business lines and bank personnel while giving Riggs employees a single view of all customer information to deliver consistent, reliable service that improves customer satisfaction and increases revenue. This drove the strategy and CRM guiding principles that influenced the design and configuration of the Onyx system and ensured the overall success of the project."
Onyx Enterprise CRM enables banks to meld together branch, call center, and web channels across sales, marketing, and service centers to manage the multiple dimensions of customer and partner relationships. Onyx CRM helps companies build more productive, profitable businesses by powering their ability to deliver an extraordinary customer experience. Onyx CRM is a single, unified application comprised of portals for tailoring functionality to different user communities, intuitive web interfaces for ease of navigation and a Web-services platform built on XML for interoperability with other business systems. Companies large and small have successfully deployed Onyx Enterprise CRM, efficiently scaling from 50 to more than 5,000 users in a live production environment.
About Crowe Chizek
Crowe Chizek and Company LLC (www.crowechizek.com) provides innovative business solutions in the areas of assurance, consulting, risk management, tax and technology. Celebrating more than 60 years of "Building Value with Values," Crowe Chizek is one of the top 10 public accounting and consulting firms in the United States, serving clients worldwide as a leading member of the Horwath International network of public accounting and consulting firms.
Onyx Software Corp. (Nasdaq: ONXS), 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, United Kingdom lottery operator Camelot, Delta Dental of California, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX, info@onyx.com or email info@onyx.com. Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
Brian Kloostra Crowe Chizek (616) 752-4219 |
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