Australian financial services group SunCorp says its customer referral and conversion rates have improved by 30% since implementing Onyx Software's Enterprise CRM solutions a year ago.
Suncorp has rolled out the Onyx Employee Portal (OEP) to 5000 users across its retail branches and call centres since the system went live in April 2002.
OEP is used to to manage the sales process and provide call centre and front-line staff with a single, consistent view of the group's two 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.
Paul Smeaton, general manager, corporate projects group, Suncorp, says the company was previously using seven different software applications to house customer data, but this information was consolidated into a single comprehensive view with the implementation of the Onyx software.
"This has enhanced our ability to offer a greater level of personalised 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 adds.
Onyx says it has also expanded its presence in the North American market with the recent additions of Riggs Bank and Mellon Private Banking.