As both organisations roll-out enterprise-wide Onyx systems, initial implementation phases have already yielded benefits including enhanced customer service, greater operational efficiencies, and strong sales and marketing returns.

Texans Credit Union

Texans, a member-owned, non-profit financial cooperative, is headquartered in Richardson, Texas and has branches throughout the Dallas Metroplex, Austin and Houston. Texans provides financial products and services to 156,000 members and has assets of $1.5 billion. As part of an enterprise-wide Onyx roll-out, Texans implemented Onyx Contact Center, utilising its powerful, integrated business process automation and intelligent call scripting to enable employees to respond quickly and effectively to every member interaction. Onyx Contact Center’s flexible integration platform leverages Texans existing infrastructure, giving employees a single, comprehensive view of member information for optimum results.

"Performance, ease-of-use, the ability to scale as we grow and change, all of these capabilities were crucial in our selecting Onyx," said Greg Gallant, executive vice president and chief technology officer for Texans. "We also needed to trust that the vendor we chose would support us, both today and into the future. Onyx is one of the most established CRM vendors and has a history of introducing products that deliver outstanding performance.

"Additionally, we set an ambitious goal of having the contact center implementation completed within eight weeks," continued Gallant. "Not only was that deadline met, we are already enjoying benefits beyond those initially anticipated."

Onyx Contact Center allows employees to view all member information on one screen and guides inbound and outbound service and sales functions with dynamic scripts. Texans has already enjoyed greater success with outbound sales, higher acceptance rates on offers, and improved overall call management and customer service. The Onyx system can also be used for marketing campaigns, customer analysis, and to provide more detailed reporting for board members and officers of the institution.

Frontier Farm Credit
"FFC was created through a merger of two independent farm credit associations, and as a result, we inherited two standalone CRM solutions that didn't interoperate or share a central repository of customer data," said Doug Hofbauer, president & CEO of Frontier Farm Credit. "With employees in eight offices serving 6,000 customers, we needed a cost-effective solution that would integrate throughout our enterprise. The system also had to be easy-to-use to ensure staff adoption, scalable to accommodate future growth, and strong in delivering real-time data to front-line people. We looked at the CRM field – including Salesforce.com, Microsoft CRM, SalesLogix, Pivotal, Siebel – and found Onyx best addressed our requirements." Continued Hofbauer, "Also, we asked each vendor if their company used their own products, only to find Onyx was one of the very few that could answer with an unequivocal yes."

FFC receives its IT services through AgVantis, a technology services company serving farm credit organisations. FFC partnered with AgVantis through its extensive CRM analysis and evaluation. Once Onyx was selected, AgVantis utilised Onyx’s integration and customisation capabilities to build real-time integration with the core information systems used by FFC and to tailor the application to the unique needs of farm credit associations.

Headquartered in Manhattan, Kansas, FFC supports America's vital farming community. The organisation's lending team uses Onyx to track leads, close sales, and manage the end-to-end farm credit business process with newfound consistency and timely customer service. FFC also launched its new Frontier Fast Debit Card and achieved an unprecedented 20 percent response rate in a campaign utilising Onyx's marketing, sales and list manager tools. Additionally, Onyx has enabled FFC to standardise many operational processes for overall enhanced customer service, efficiency and reporting accuracy, and making it possible for employees to move between offices without loss of productivity.

"The hallmark of effective and efficient financial services organisations is their ability to deliver personal service and that makes these institutions a particularly good fit for Onyx's solutions," said Todd Chambers, CMO of Onyx Software. "FFC and Texans are both innovators looking to differentiate themselves in a highly competitive industry and achieve the highest levels of customer satisfaction. Their ability to effectively create competitive advantage using Onyx is testimony to the value of our CRM solutions."