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Business Review

“Onyx gives us a great deal of flexibility for cus- BankDirect also uses Onyx Front Office for “The application has been ultra-reliable, and the bank
Industry Solutions tomizations while retaining all the benefits of a
package, such as maintenance and access to
marketing automation, profiling, and literature
fulfillment. Onyx’s campaign and list manage-
has not experienced a single downtime incident.”

Derek Redman
new products and enhancements.” ment features target products and services
Technology Manager
Customer Management An Industry First
to customers.
BankDirect
The Onyx solution furnished BankDirect with com- Empowered Customers
plete customer management capabilities, including BankDirect is particularly pleased with the en-

Solution Overview BankDirect e-marketing, e-sales, e-service and e-technical


support, making BankDirect first in its industry to
hancements to its Web site, including a feature
that allows customers to apply for a loan and
For More Information
The first virtual bank in New Zealand is also first in customer satisfaction, thanks to the Onyx Front provide a complete e-business banking solution track its status.
Company Profile directly to customers.
Office customer relationship management system. Based on Microsoft® Windows NT® Server and “The Web implementation gives more control to the About Microsoft
Launched in October 1997, BankDirect
Microsoft SQL Server™, Onyx Front Office gives account managers instant access to complete customer Onyx met aggressive time and budget goals for customer,” Redman says. “It’s all about customer Call the Microsoft Sales Information Center at (800)
is New Zealand’s first completely tele-
phone- and Internet-based bank. Owned information. The bank’s responsive, personal service is winning both high customer ratings and system implementation. From start to finish, it took acquisition and the sales process. We are a 426-9400. In Canada, call the Microsoft Canada
industry awards. just three months to implement the system and direct sales organization. We’re selling financial Information Centre at (800) 563-9048. Outside the
by the ASB Bank Group and operating
integrate it with other mission critical applications, products—savings accounts, loans—and we want 50 United States and Canada, please contact your
throughout New Zealand, BankDirect
such as credit checking systems. The system’s to make that as easy as possible for our cus- local Microsoft office.
serves personal banking customers 24 In 1997 ASB BANK took personal finance in a information on customer processes in a system
whole new direction by launching New Zealand’s that is integrated in real-time to the bank’s main- reliability has been as impressive as its rapid tomers. Onyx helps us do that.” For more information about Microsoft BackOffice-
hours a day, seven days a week.
first completely phone- and Internet-based bank, frame-based transaction processing application. implementation. According to Redman, “The based customer relationship management solutions,
Situation The proof of just how effective Onyx Front Office
under the name of BankDirect. application has been ultra-reliable, and the bank visit the Microsoft customer relationship management
BankDirect needed an advanced customer Personal Service All Day, Every Day and the Microsoft BackOffice family have been
has not experienced a single downtime incident.” industry home page on the World Wide Web, at http://
management system to support its vision BankDirect is “open” 24-hours-a-day, seven-days- BankDirect account managers use Onyx Front for BankDirect is in the company’s impressive
www.microsoft.com/industry/crm.
of making services widely available by a-week and has rapidly become the new way of Office to provide personal customer service 24 Improved Information Management customer satisfaction levels. Despite an overall
telephone, ATM and computer. BankDirect “With Onyx, we have better information about decrease in customer satisfaction with many About Onyx
banking in New Zealand. Offering all of the tradi- hours a day, seven days a week. This has maxi-
also needed a system that would enable our customers, we are a much more efficient banks, 95 percent of the more than 1,000 cus- Onyx Software Corporation
tional banking products and services, BankDirect mized sales opportunities for financial products
excellent customer service and keep pace operation in terms of scheduling call-backs and tomers surveyed said they would recommend 3180 139th Ave. SE, Suite 500
is a virtual bank—it has no branches. Customers such as savings accounts and loans. In addition,
with growth. They wanted the system to working with customers,” Redman reports. “Better BankDirect to friends and family. Bellevue, WA 98005-4091
are served over the telephone, at ATMs, and at customer service staff uses Onyx Front Office to
management of information means we know Tel.: 888-ASK-ONYX or 425-451-8060
be built on Microsoft Windows NT Server, the BankDirect Web site. quickly respond to queries about lost bank cards,
what’s happening with our customers and we Fax: (425) 451-8277
Microsoft SQL Server, and Microsoft forgotten PIN numbers, and loan repayments. Database Information
A New Way Of Doing Business E-mail: info@onyx.com
Exchange Server. know the state of sales. We can do everything
As the bank grew, it became clear that it needed Relationship-Building Version used: Microsoft SQL Server 6.5 Web site: http://www.onyx.com
more efficiently. Onyx is a powerful tool that lets Size of largest database: 1.0 GB
Business Solution
a new way to provide customer service. When As a virtual bank, BankDirect was able to reduce us record, manage and utilize the customer infor- Onyx Software Corporation (Nasdaq: ONXS) is a lead-
After an extensive search, BankDirect Total concurrent users: 40
answering customer calls, account managers overhead costs, while providing a full set of services mation that is the core of our business.” Total users: 60 ing supplier of enterprise-wide, customer-centric
chose Onyx Front Office, a customer-cen-
were forced to look in disparate locations for to customers. However, it also faced a singular e-business applications. Onyx’s enterprise-scale soft-
tric e-business solution for the Microsoft
information, making it tough to realize the bank’s challenge: instead of building relationships face- ware connects and powers a company’s entire
BackOffice family from Onyx Software e-business world: customers, partners and sales/
vision of providing responsive, personal service. to-face, as at a brick and mortar institution,
Corporation, a Microsoft Certified Solution marketing/service and call center functions. Onyx
In addition, demand was outstripping system BankDirect needed to cultivate customer rela-
Provider. Onyx Front Office is a compre- Software’s products are known for flexibility, reliability
capacity. So BankDirect decided to replace its tionships electronically to succeed.
hensive tool for managing, sharing, and and quick deployment, resulting in high return on
system with Onyx Front Office, the customer-
viewing customer information. In less than As Derek Redman, BankDirect’s Technology investment, low total cost of ownership and industry-
centric, e-business solution from Onyx Software
four months, Onyx had implemented the Manager puts it, “customer relationship manage- leading customer satisfaction. Onyx Software operates
Corporation, a Microsoft Certified Solution Provider.
new BankDirect Front Office Customer ment is absolutely key to our business. We have worldwide, supporting large, medium and small com-
Center, integrating virtual banking, blended Based on Microsoft BackOffice® technologies, to know our customers, understand their behavior, panies such as American Express, BroadWing, Credit
call centers and backend systems. including Microsoft Windows NT Server and and respond to their needs.” Suisse, Dreyfus, Ericsson Australia, FirstWorld
Microsoft SQL Server, Onyx Front Office cen- Communications, NTL Group, Portland Trailblazers,
Benefits Because Onyx Front Office organizes information
tralized BankDirect’s customer information in a Sharp Electronics, and US Bancorp.
The Microsoft and Onyx infrastructure around individual customers—not incidents—every
has empowered employees to provide common integrated data store, the Onyx Microsoft Software Used
transaction is associated with a valuable rela-
better, more efficient customer service and Customer Center. With the complete history of Microsoft Cluster Server
tionship. This information empowers account
each customer or prospect’s interactions with Microsoft Exchange Server
has increased direct sales opportunities. managers to respond appropriately to each
the bank at their fingertips, BankDirect staff has Microsoft Internet Information Server
Access to complete customer information customer query.
been able to give informed and proactive Microsoft Site Server Commerce Edition
has enabled BankDirect to build cus-
responses to requests and inquiries. Sales are Flexible, But Standard Platform Microsoft SQL Server
tomer relationships, improve marketing
up, and so is customer satisfaction. A crucial factor in BankDirect’s choice of Onyx Microsoft Visual Basic®
effectiveness, and shorten sales cycles.
was its use of Microsoft technologies. “We were Microsoft Windows NT Server
BankDirect has received many accolades In fact, the system has performed so well that
looking for a new platform that we could grow
for its new call center and recently earned ASB BANK has decided to use Onyx systems
with, that gave us better flexibility and that was © 2000 Microsoft Corporation. All rights reserved.
the Direct Marketing Association Nexus across the board. By the time the full roll-out This case study is for informational purposes only. MICROSOFT MAKES NO WAR-
built on Microsoft Windows NT Server, SQL RANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. The information contained
Award for excellence in products, services ends, 1,200 branch staff, 200 call center opera- in this document represents the current view of Microsoft Corporation on the
Server and Exchange Server,” says Redman.
and processes. tors, and 700 internal staff will have access to issues discussed as of the date of publication. Companies, names, and/or data
used in screens are fictitious, unless otherwise noted.
Microsoft, BackOffice, the BackOffice logo, Visual Basic, and Windows NT are
either registered trademarks or trademarks of Microsoft Corporation in the
United States and/or other countries. The names of actual companies and products
mentioned herein may be the trademarks of their respective owners.

Microsoft Corporation • One Microsoft Way

m
Redmond, WA 98052-6399 • USA

BankDirect customers can easily manage their accounts online, even changing loan repayment terms. 0300
Business Review

“Onyx gives us a great deal of flexibility for cus- BankDirect also uses Onyx Front Office for “The application has been ultra-reliable, and the bank
Industry Solutions tomizations while retaining all the benefits of a
package, such as maintenance and access to
marketing automation, profiling, and literature
fulfillment. Onyx’s campaign and list manage-
has not experienced a single downtime incident.”

Derek Redman
new products and enhancements.” ment features target products and services
Technology Manager
Customer Management An Industry First
to customers.
BankDirect
The Onyx solution furnished BankDirect with com- Empowered Customers
plete customer management capabilities, including BankDirect is particularly pleased with the en-

Solution Overview BankDirect e-marketing, e-sales, e-service and e-technical


support, making BankDirect first in its industry to
hancements to its Web site, including a feature
that allows customers to apply for a loan and
For More Information
The first virtual bank in New Zealand is also first in customer satisfaction, thanks to the Onyx Front provide a complete e-business banking solution track its status.
Company Profile directly to customers.
Office customer relationship management system. Based on Microsoft® Windows NT® Server and “The Web implementation gives more control to the About Microsoft
Launched in October 1997, BankDirect
Microsoft SQL Server™, Onyx Front Office gives account managers instant access to complete customer Onyx met aggressive time and budget goals for customer,” Redman says. “It’s all about customer Call the Microsoft Sales Information Center at (800)
is New Zealand’s first completely tele-
phone- and Internet-based bank. Owned information. The bank’s responsive, personal service is winning both high customer ratings and system implementation. From start to finish, it took acquisition and the sales process. We are a 426-9400. In Canada, call the Microsoft Canada
industry awards. just three months to implement the system and direct sales organization. We’re selling financial Information Centre at (800) 563-9048. Outside the
by the ASB Bank Group and operating
integrate it with other mission critical applications, products—savings accounts, loans—and we want 50 United States and Canada, please contact your
throughout New Zealand, BankDirect
such as credit checking systems. The system’s to make that as easy as possible for our cus- local Microsoft office.
serves personal banking customers 24 In 1997 ASB BANK took personal finance in a information on customer processes in a system
whole new direction by launching New Zealand’s that is integrated in real-time to the bank’s main- reliability has been as impressive as its rapid tomers. Onyx helps us do that.” For more information about Microsoft BackOffice-
hours a day, seven days a week.
first completely phone- and Internet-based bank, frame-based transaction processing application. implementation. According to Redman, “The based customer relationship management solutions,
Situation The proof of just how effective Onyx Front Office
under the name of BankDirect. application has been ultra-reliable, and the bank visit the Microsoft customer relationship management
BankDirect needed an advanced customer Personal Service All Day, Every Day and the Microsoft BackOffice family have been
has not experienced a single downtime incident.” industry home page on the World Wide Web, at http://
management system to support its vision BankDirect is “open” 24-hours-a-day, seven-days- BankDirect account managers use Onyx Front for BankDirect is in the company’s impressive
www.microsoft.com/industry/crm.
of making services widely available by a-week and has rapidly become the new way of Office to provide personal customer service 24 Improved Information Management customer satisfaction levels. Despite an overall
telephone, ATM and computer. BankDirect “With Onyx, we have better information about decrease in customer satisfaction with many About Onyx
banking in New Zealand. Offering all of the tradi- hours a day, seven days a week. This has maxi-
also needed a system that would enable our customers, we are a much more efficient banks, 95 percent of the more than 1,000 cus- Onyx Software Corporation
tional banking products and services, BankDirect mized sales opportunities for financial products
excellent customer service and keep pace operation in terms of scheduling call-backs and tomers surveyed said they would recommend 3180 139th Ave. SE, Suite 500
is a virtual bank—it has no branches. Customers such as savings accounts and loans. In addition,
with growth. They wanted the system to working with customers,” Redman reports. “Better BankDirect to friends and family. Bellevue, WA 98005-4091
are served over the telephone, at ATMs, and at customer service staff uses Onyx Front Office to
management of information means we know Tel.: 888-ASK-ONYX or 425-451-8060
be built on Microsoft Windows NT Server, the BankDirect Web site. quickly respond to queries about lost bank cards,
what’s happening with our customers and we Fax: (425) 451-8277
Microsoft SQL Server, and Microsoft forgotten PIN numbers, and loan repayments. Database Information
A New Way Of Doing Business E-mail: info@onyx.com
Exchange Server. know the state of sales. We can do everything
As the bank grew, it became clear that it needed Relationship-Building Version used: Microsoft SQL Server 6.5 Web site: http://www.onyx.com
more efficiently. Onyx is a powerful tool that lets Size of largest database: 1.0 GB
Business Solution
a new way to provide customer service. When As a virtual bank, BankDirect was able to reduce us record, manage and utilize the customer infor- Onyx Software Corporation (Nasdaq: ONXS) is a lead-
After an extensive search, BankDirect Total concurrent users: 40
answering customer calls, account managers overhead costs, while providing a full set of services mation that is the core of our business.” Total users: 60 ing supplier of enterprise-wide, customer-centric
chose Onyx Front Office, a customer-cen-
were forced to look in disparate locations for to customers. However, it also faced a singular e-business applications. Onyx’s enterprise-scale soft-
tric e-business solution for the Microsoft
information, making it tough to realize the bank’s challenge: instead of building relationships face- ware connects and powers a company’s entire
BackOffice family from Onyx Software e-business world: customers, partners and sales/
vision of providing responsive, personal service. to-face, as at a brick and mortar institution,
Corporation, a Microsoft Certified Solution marketing/service and call center functions. Onyx
In addition, demand was outstripping system BankDirect needed to cultivate customer rela-
Provider. Onyx Front Office is a compre- Software’s products are known for flexibility, reliability
capacity. So BankDirect decided to replace its tionships electronically to succeed.
hensive tool for managing, sharing, and and quick deployment, resulting in high return on
system with Onyx Front Office, the customer-
viewing customer information. In less than As Derek Redman, BankDirect’s Technology investment, low total cost of ownership and industry-
centric, e-business solution from Onyx Software
four months, Onyx had implemented the Manager puts it, “customer relationship manage- leading customer satisfaction. Onyx Software operates
Corporation, a Microsoft Certified Solution Provider.
new BankDirect Front Office Customer ment is absolutely key to our business. We have worldwide, supporting large, medium and small com-
Center, integrating virtual banking, blended Based on Microsoft BackOffice® technologies, to know our customers, understand their behavior, panies such as American Express, BroadWing, Credit
call centers and backend systems. including Microsoft Windows NT Server and and respond to their needs.” Suisse, Dreyfus, Ericsson Australia, FirstWorld
Microsoft SQL Server, Onyx Front Office cen- Communications, NTL Group, Portland Trailblazers,
Benefits Because Onyx Front Office organizes information
tralized BankDirect’s customer information in a Sharp Electronics, and US Bancorp.
The Microsoft and Onyx infrastructure around individual customers—not incidents—every
has empowered employees to provide common integrated data store, the Onyx Microsoft Software Used
transaction is associated with a valuable rela-
better, more efficient customer service and Customer Center. With the complete history of Microsoft Cluster Server
tionship. This information empowers account
each customer or prospect’s interactions with Microsoft Exchange Server
has increased direct sales opportunities. managers to respond appropriately to each
the bank at their fingertips, BankDirect staff has Microsoft Internet Information Server
Access to complete customer information customer query.
been able to give informed and proactive Microsoft Site Server Commerce Edition
has enabled BankDirect to build cus-
responses to requests and inquiries. Sales are Flexible, But Standard Platform Microsoft SQL Server
tomer relationships, improve marketing
up, and so is customer satisfaction. A crucial factor in BankDirect’s choice of Onyx Microsoft Visual Basic®
effectiveness, and shorten sales cycles.
was its use of Microsoft technologies. “We were Microsoft Windows NT Server
BankDirect has received many accolades In fact, the system has performed so well that
looking for a new platform that we could grow
for its new call center and recently earned ASB BANK has decided to use Onyx systems
with, that gave us better flexibility and that was © 2000 Microsoft Corporation. All rights reserved.
the Direct Marketing Association Nexus across the board. By the time the full roll-out This case study is for informational purposes only. MICROSOFT MAKES NO WAR-
built on Microsoft Windows NT Server, SQL RANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. The information contained
Award for excellence in products, services ends, 1,200 branch staff, 200 call center opera- in this document represents the current view of Microsoft Corporation on the
Server and Exchange Server,” says Redman.
and processes. tors, and 700 internal staff will have access to issues discussed as of the date of publication. Companies, names, and/or data
used in screens are fictitious, unless otherwise noted.
Microsoft, BackOffice, the BackOffice logo, Visual Basic, and Windows NT are
either registered trademarks or trademarks of Microsoft Corporation in the
United States and/or other countries. The names of actual companies and products
mentioned herein may be the trademarks of their respective owners.

Microsoft Corporation • One Microsoft Way

m
Redmond, WA 98052-6399 • USA

BankDirect customers can easily manage their accounts online, even changing loan repayment terms. 0300

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