Suncorp Metway, Australia's second-largest general insurance company and sixth largest bank, has selected Onyx Software Corporation's CRM package to improve customer service across its operations.
The financial institution will use a phased approach in implementing the CRM solution, first rolling out the Onyx Employee Portal to its 130-strong retail branches and 500-person call centre network in February 2002, followed later by business banking. Approximately 2000 employees will begin using Onyx software at that time.
Follow-on phases currently planned include rolling out the Onyx Customer Portal for Internet-based customer contacts, and the Onyx Partner Portal for brokers and other partners.
Paul Smeaton, director of the Allfinanz programme for Suncorp Metway, says: "The Onyx functionality and ease of integration will give our sales personnel a complete customer snapshot, including the product portfolio and contact management history, no matter who takes the call."