Onyx Software Corporation has been selected to enhance customer service by Suncorp Metway, Australia's second-largest general insurance company and sixth largest bank.
Suncorp Metway will phase the implementation of the CRM solution, first rolling out the Onyx Employee Portal to its 130-strong retail branches and 500-person call center network in February 2002, followed later by business banking. Approximately 2,000 employees will begin using Onyx software at that time. Follow-on phases include rolling out the portals for Internet-based customer contacts, and partners.
Suncorp Metway plans to potentially expand into 40-plus additional distribution outlets, so the ability to grow with the business was important, as was integration and functionality.
The company has used more than 20 product systems, which means pooling and updating customer information from the disparate data sources could be a labor-intensive, error-prone process. Each distribution channel has used various standalone tools, different reporting systems and assorted sales processes, giving customers a varied experience depending on the channel they use.