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July 15, 2003
Suncorp Experiences CRM Success with Onyx Software
Suncorp consolidates 7 systems and sees a 30% Improvement in Customer Conversion Rates
Suncorp selected and implemented Onyx CRM as the foundation technology to support its strategy of building committed and enduring customer relationships while accelerating revenue growth. Suncorp uses Onyx Employee Portal (OEP) to manage the sales process and give call center and front-line employees a complete, single view each of its 2 million customers across retail banking, business banking and wealth management services. Suncorp intends to extend the project to its 1.8 million general insurance customers.
"In the 12 months since Onyx has been implemented, Suncorp has experienced a marked increase in productivity across the company," said Paul Smeaton, General Manager Corporate Projects Group, Suncorp. "Previously, the company was using seven different software applications to house customer data, but with the implementation of the Onyx software, we have been able to consolidate this information into a single comprehensive view. This has enhanced our ability to offer a greater level of personalized service to our customers and enabled us to more accurately target opportunities to cross-sell. It has also reduced the burden on staff of continually having to operate multiple applications," he said.
Bill Bunker, Vice President, Financial Services, Onyx Software sees the Suncorp implementation as a benchmark for CRM applications in the financial sector. "This is an industry that has been accused of forgetting the art of customer service and due to advances in technology," said Bunker "Onyx's solution bridges this gap and brings the customer back into focus for organisations in a seamless, single view with immediate, tangible benefits evident in customer satisfaction and retention ratings. Suncorp is a perfect example of CRM done right."
The Suncorp success is indicative of Onyx's expansion in the banking sector over the last 12 months. Onyx now has more than 30 banks as customers with assets ranging from $500 million to $35 billion. Onyx has expanded its presence in the North American banking market with the recent additions of Riggs Bank and Mellon Private Banking.
Onyx is a leading full-suite CRM vendor in the financial services market, counting among its customers four of the top six asset management firms in the world. Onyx clients also include more than thirty percent of the world's 50 largest asset management firms as ranked by Pensions & Investments Magazine. Other Onyx customers in the financial services sector include American Express Co., State Street Corporation, Riggs National Corporation, SAFECO Corp and PIMCO.
More information about Suncorp is available in a Gartner|G2 case study published June 2003 titled Suncorp Delivers on Allfinanz Strategy Through CRM.
About Onyx SoftwareOnyx Software Corp. (Nasdaq: ONXS), worldwide leader in delivering successful CRM, offers a fast, cost-effective, useable 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. About Suncorp
Suncorp-Metway Ltd is one of Australia's top 30 biggest companies and the largest Queensland based corporation with a share market value of around $5.8 billion. The Suncorp Group comprises Australia's sixth largest bank and second largest general insurance group, with total assets of $36 billion and funds under management exceeding $9.5 billion. The Group was created on 1 December 1996 when the Queensland Government owned Suncorp and QIDC groups were merged into the publicly listed Metway Bank Ltd Group. In 2001, the Suncorp Group made its first major acquisition with the purchase of AMP's GIO general insurance business in Australia. The Group's main businesses are banking, insurance, investment and superannuation products with a focus on retail consumers and small to medium size businesses.
Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
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