Kuala Lumpur-based RHB Bank has chosen technology from Onyx Software in a bid to develop customer relationship management (CRM) capabilities throughout its operations.
Under the agreement, Onyx will implement an automated customer information system that includes Onyx Employee Portal, Onyx Customer Portal, Onyx KnowledgeBase and Onyx Marketing Encyclopedia products across the bank's business divisions. The implementation will provide a single and up-to-date view of customer interactions with the bank, improve cross-selling opportunities for the bank's sales force and build a sales network for third party alliance.
Yvonne Chia, managing director of RHB Bank, says: "The instant access and capability to match customers' needs and desires will enable the bank to customise appropriate products and services to deliver more profitable, long-term relationships with customers."
Planned for completion in 2002, the CRM project will be developed and implemented in phases across the bank's strategic business units including data warehousing, customer call centre and Internet banking, says Chia.