April 20, 2005
Aventail Implements Onyx to Manage Customer Processes Across the Organization and Around the World
Leading SSL VPN technology company automates processes for efficient service to resellers and end-user customers
BELLEVUE, Wash. - Onyx® Software Corporation today announced that Aventail, a leading SSL VPN product company, has successfully implemented the latest version of Onyx customer management across its entire global organization, including customer support, sales, marketing, product development, business development, fulfillment, and finance. Onyx serves as the hub of all customer information, providing Aventail with a complete view of its customers, partners and prospects. In addition, the customer process capabilities of the Onyx solution are now leveraged to help manage the entire customer lifecycle and enforce and manage fast changing business processes.
"Aventail is in an extraordinarily fast-moving market space, and we're continually looking to improve our business processes to remain a market leader," said Deb Weller, IT Manager, Aventail. "We have transitioned from being a managed services business to a product company, and this has dramatically changed the way we sell and support our offerings. We've had to modify the way in which we manage our customer processes, and they continue to evolve over time. Onyx enables us to seamlessly manage those changes throughout the organization.
Using Onyx CRM, Aventail has developed workflows that walk employees through complex business processes in simple, easy to understand steps, enabling the company to manage intricate cross-departmental interactions and efficiently administer valuable company assets worldwide. For instance, Aventail uses Onyx to automate the evaluation unit request process from reseller through to support. A single wizard-like script integrates sales, fulfillment and licensing, shipping, and customer care. The script walks each participant through his or her section of the process and then automatically advances the process to the next step. By formalizing the workflow around this process, Aventail is able to retrieve and update data throughout Onyx, enforce business rules and maintain consistent data quality.
"Imagine being able to respond to change without huge disruption to productivity," said Patrick Angelel, Vice President of Marketing, Onyx Software. "Aventail is a great example of a company that is using Onyx to effectively consolidate information, processes, and interactions, to create greater agility and rapidly respond to market demands."
Using Onyx, Aventail is able to manage its reseller channel partners, while also maintaining comprehensive information about the end-user customers that can be used internally and shared with the reseller. Onyx also allows them to provide an appropriate level of support to their customers based on service level agreements and a tiering process.
About Onyx Software
Onyx Software Corporation (Nasdaq: ONXS) is a worldwide leader in customer process software and solutions for the enterprise. Onyx provides flexible solutions that enable organizations to automate, manage, and evolve their customer processes quickly and cost-effectively for strategic advantage. By providing an integrated suite of customer process automation applications encompassing customer management, process management, and analytics capabilities, Onyx enables enterprises to reduce costs, increase productivity and grow revenue. Major companies are aligning their customer-facing departments and managing their customer processes with Onyx software - companies such as Amway Corporation, Delta Dental, Mellon Financial Corporation, The Regence Group and State Street Corporation. More information can be found at (888) ASK-ONYX or info@onyx.com .
Forward-Looking Statement
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| Contact: |
Bob Craig
Onyx Software
617-314-6846 |
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| MEDIA CONTACTS |
| Europe, Middle East, Africa | | Richard Furby
Managing Director, Onyx UK
Telephone: +44 (0) 1344 322 199
Fax: +44 (0) 1344 489 035
| | Japan | | Daisuke Sawamura
Director, Professional Services
Telephone: +81 03 5215 7311
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