Marketing - S4 - Tailieu Bank Direct

Business Review “Onyx gives us a great deal of flexibility for customizations while retaining all the benefits of a package, such as maintenance and access to new products and enhancements.”

Industry Solutions Customer Management Solution Overview

BankDirect The first virtual bank in New Zealand is also first in customer satisfaction, thanks to the Onyx Front

Company Profile Launched in October 1997, BankDirect is New Zealand’s first completely telephone- and Internet-based bank. Owned by the ASB Bank Group and operating throughout New Zealand, BankDirect serves personal banking customers 24 hours a day, seven days a week. Situation BankDirect needed an advanced customer management system to support its vision of making services widely available by telephone, ATM and computer. BankDirect also needed a system that would enable excellent customer service and keep pace with growth. They wanted the system to be built on Microsoft Windows NT Server, Microsoft SQL Server, and Microsoft Exchange Server. Business Solution After an extensive search, BankDirect chose Onyx Front Office, a customer-centric e-business solution for the Microsoft BackOffice family from Onyx Software Corporation, a Microsoft Certified Solution Provider. Onyx Front Office is a comprehensive tool for managing, sharing, and viewing customer information. In less than four months, Onyx had implemented the new BankDirect Front Office Customer Center, integrating virtual banking, blended call centers and backend systems. Benefits The Microsoft and Onyx infrastructure has empowered employees to provide better, more efficient customer service and has increased direct sales opportunities. Access to complete customer information has enabled BankDirect to build customer relationships, improve marketing effectiveness, and shorten sales cycles. BankDirect has received many accolades for its new call center and recently earned the Direct Marketing Association Nexus Award for excellence in products, services and processes.

Office customer relationship management system. Based on Microsoft® Windows NT® Server and Microsoft SQL Server™, Onyx Front Office gives account managers instant access to complete customer information. The bank’s responsive, personal service is winning both high customer ratings and industry awards. In 1997 ASB BANK took personal finance in a whole new direction by launching New Zealand’s first completely phone- and Internet-based bank, under the name of BankDirect. BankDirect is “open” 24-hours-a-day, seven-daysa-week and has rapidly become the new way of banking in New Zealand. Offering all of the traditional banking products and services, BankDirect is a virtual bank—it has no branches. Customers are served over the telephone, at ATMs, and at the BankDirect Web site. A New Way Of Doing Business As the bank grew, it became clear that it needed a new way to provide customer service. When answering customer calls, account managers were forced to look in disparate locations for information, making it tough to realize the bank’s vision of providing responsive, personal service. In addition, demand was outstripping system capacity. So BankDirect decided to replace its system with Onyx Front Office, the customercentric, e-business solution from Onyx Software Corporation, a Microsoft Certified Solution Provider. Based on Microsoft BackOffice® technologies, including Microsoft Windows NT Server and Microsoft SQL Server, Onyx Front Office centralized BankDirect’s customer information in a common integrated data store, the Onyx Customer Center. With the complete history of each customer or prospect’s interactions with the bank at their fingertips, BankDirect staff has been able to give informed and proactive responses to requests and inquiries. Sales are up, and so is customer satisfaction. In fact, the system has performed so well that ASB BANK has decided to use Onyx systems across the board. By the time the full roll-out ends, 1,200 branch staff, 200 call center operators, and 700 internal staff will have access to

information on customer processes in a system that is integrated in real-time to the bank’s mainframe-based transaction processing application. Personal Service All Day, Every Day BankDirect account managers use Onyx Front Office to provide personal customer service 24 hours a day, seven days a week. This has maximized sales opportunities for financial products such as savings accounts and loans. In addition, customer service staff uses Onyx Front Office to quickly respond to queries about lost bank cards, forgotten PIN numbers, and loan repayments. Relationship-Building As a virtual bank, BankDirect was able to reduce overhead costs, while providing a full set of services to customers. However, it also faced a singular challenge: instead of building relationships faceto-face, as at a brick and mortar institution, BankDirect needed to cultivate customer relationships electronically to succeed.

An Industry First The Onyx solution furnished BankDirect with complete customer management capabilities, including e-marketing, e-sales, e-service and e-technical support, making BankDirect first in its industry to provide a complete e-business banking solution directly to customers. Onyx met aggressive time and budget goals for system implementation. From start to finish, it took just three months to implement the system and integrate it with other mission critical applications, such as credit checking systems. The system’s reliability has been as impressive as its rapid implementation. According to Redman, “The application has been ultra-reliable, and the bank has not experienced a single downtime incident.” Improved Information Management “With Onyx, we have better information about our customers, we are a much more efficient operation in terms of scheduling call-backs and working with customers,” Redman reports. “Better management of information means we know what’s happening with our customers and we know the state of sales. We can do everything more efficiently. Onyx is a powerful tool that lets us record, manage and utilize the customer information that is the core of our business.”

BankDirect also uses Onyx Front Office for marketing automation, profiling, and literature fulfillment. Onyx’s campaign and list management features target products and services to customers.

has not experienced a single downtime incident.” Derek Redman Technology Manager BankDirect

Empowered Customers BankDirect is particularly pleased with the enhancements to its Web site, including a feature that allows customers to apply for a loan and track its status. “The Web implementation gives more control to the customer,” Redman says. “It’s all about customer acquisition and the sales process. We are a direct sales organization. We’re selling financial products—savings accounts, loans—and we want to make that as easy as possible for our customers. Onyx helps us do that.” The proof of just how effective Onyx Front Office and the Microsoft BackOffice family have been for BankDirect is in the company’s impressive customer satisfaction levels. Despite an overall decrease in customer satisfaction with many banks, 95 percent of the more than 1,000 customers surveyed said they would recommend BankDirect to friends and family. Database Information Version used: Microsoft SQL Server 6.5 Size of largest database: 1.0 GB Total concurrent users: 40 Total users: 60

As Derek Redman, BankDirect’s Technology Manager puts it, “customer relationship management is absolutely key to our business. We have to know our customers, understand their behavior, and respond to their needs.” Because Onyx Front Office organizes information around individual customers—not incidents—every transaction is associated with a valuable relationship. This information empowers account managers to respond appropriately to each customer query.

For More Information About Microsoft Call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (800) 563-9048. Outside the 50 United States and Canada, please contact your local Microsoft office. For more information about Microsoft BackOfficebased customer relationship management solutions, visit the Microsoft customer relationship management industry home page on the World Wide Web, at http:// www.microsoft.com/industry/crm. About Onyx Onyx Software Corporation 3180 139th Ave. SE, Suite 500 Bellevue, WA 98005-4091 Tel.: 888-ASK-ONYX or 425-451-8060 Fax: (425) 451-8277 E-mail: [email protected] Web site: http://www.onyx.com Onyx Software Corporation (Nasdaq: ONXS) is a leading supplier of enterprise-wide, customer-centric e-business applications. Onyx’s enterprise-scale software connects and powers a company’s entire e-business world: customers, partners and sales/ marketing/service and call center functions. Onyx Software’s products are known for flexibility, reliability and quick deployment, resulting in high return on investment, low total cost of ownership and industryleading customer satisfaction. Onyx Software operates worldwide, supporting large, medium and small companies such as American Express, BroadWing, Credit Suisse, Dreyfus, Ericsson Australia, FirstWorld Communications, NTL Group, Portland Trailblazers, Sharp Electronics, and US Bancorp. Microsoft Software Used Microsoft Cluster Server Microsoft Exchange Server Microsoft Internet Information Server Microsoft Site Server Commerce Edition Microsoft SQL Server Microsoft Visual Basic® Microsoft Windows NT Server

Flexible, But Standard Platform A crucial factor in BankDirect’s choice of Onyx was its use of Microsoft technologies. “We were looking for a new platform that we could grow with, that gave us better flexibility and that was built on Microsoft Windows NT Server, SQL Server and Exchange Server,” says Redman.

m

“The application has been ultra-reliable, and the bank

© 2000 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. The information contained in this document represents the current view of Microsoft Corporation on the 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 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 customizations while retaining all the benefits of a package, such as maintenance and access to new products and enhancements.”

Industry Solutions Customer Management Solution Overview

BankDirect The first virtual bank in New Zealand is also first in customer satisfaction, thanks to the Onyx Front

Company Profile Launched in October 1997, BankDirect is New Zealand’s first completely telephone- and Internet-based bank. Owned by the ASB Bank Group and operating throughout New Zealand, BankDirect serves personal banking customers 24 hours a day, seven days a week. Situation BankDirect needed an advanced customer management system to support its vision of making services widely available by telephone, ATM and computer. BankDirect also needed a system that would enable excellent customer service and keep pace with growth. They wanted the system to be built on Microsoft Windows NT Server, Microsoft SQL Server, and Microsoft Exchange Server. Business Solution After an extensive search, BankDirect chose Onyx Front Office, a customer-centric e-business solution for the Microsoft BackOffice family from Onyx Software Corporation, a Microsoft Certified Solution Provider. Onyx Front Office is a comprehensive tool for managing, sharing, and viewing customer information. In less than four months, Onyx had implemented the new BankDirect Front Office Customer Center, integrating virtual banking, blended call centers and backend systems. Benefits The Microsoft and Onyx infrastructure has empowered employees to provide better, more efficient customer service and has increased direct sales opportunities. Access to complete customer information has enabled BankDirect to build customer relationships, improve marketing effectiveness, and shorten sales cycles. BankDirect has received many accolades for its new call center and recently earned the Direct Marketing Association Nexus Award for excellence in products, services and processes.

Office customer relationship management system. Based on Microsoft® Windows NT® Server and Microsoft SQL Server™, Onyx Front Office gives account managers instant access to complete customer information. The bank’s responsive, personal service is winning both high customer ratings and industry awards. In 1997 ASB BANK took personal finance in a whole new direction by launching New Zealand’s first completely phone- and Internet-based bank, under the name of BankDirect. BankDirect is “open” 24-hours-a-day, seven-daysa-week and has rapidly become the new way of banking in New Zealand. Offering all of the traditional banking products and services, BankDirect is a virtual bank—it has no branches. Customers are served over the telephone, at ATMs, and at the BankDirect Web site. A New Way Of Doing Business As the bank grew, it became clear that it needed a new way to provide customer service. When answering customer calls, account managers were forced to look in disparate locations for information, making it tough to realize the bank’s vision of providing responsive, personal service. In addition, demand was outstripping system capacity. So BankDirect decided to replace its system with Onyx Front Office, the customercentric, e-business solution from Onyx Software Corporation, a Microsoft Certified Solution Provider. Based on Microsoft BackOffice® technologies, including Microsoft Windows NT Server and Microsoft SQL Server, Onyx Front Office centralized BankDirect’s customer information in a common integrated data store, the Onyx Customer Center. With the complete history of each customer or prospect’s interactions with the bank at their fingertips, BankDirect staff has been able to give informed and proactive responses to requests and inquiries. Sales are up, and so is customer satisfaction. In fact, the system has performed so well that ASB BANK has decided to use Onyx systems across the board. By the time the full roll-out ends, 1,200 branch staff, 200 call center operators, and 700 internal staff will have access to

information on customer processes in a system that is integrated in real-time to the bank’s mainframe-based transaction processing application. Personal Service All Day, Every Day BankDirect account managers use Onyx Front Office to provide personal customer service 24 hours a day, seven days a week. This has maximized sales opportunities for financial products such as savings accounts and loans. In addition, customer service staff uses Onyx Front Office to quickly respond to queries about lost bank cards, forgotten PIN numbers, and loan repayments. Relationship-Building As a virtual bank, BankDirect was able to reduce overhead costs, while providing a full set of services to customers. However, it also faced a singular challenge: instead of building relationships faceto-face, as at a brick and mortar institution, BankDirect needed to cultivate customer relationships electronically to succeed.

An Industry First The Onyx solution furnished BankDirect with complete customer management capabilities, including e-marketing, e-sales, e-service and e-technical support, making BankDirect first in its industry to provide a complete e-business banking solution directly to customers. Onyx met aggressive time and budget goals for system implementation. From start to finish, it took just three months to implement the system and integrate it with other mission critical applications, such as credit checking systems. The system’s reliability has been as impressive as its rapid implementation. According to Redman, “The application has been ultra-reliable, and the bank has not experienced a single downtime incident.” Improved Information Management “With Onyx, we have better information about our customers, we are a much more efficient operation in terms of scheduling call-backs and working with customers,” Redman reports. “Better management of information means we know what’s happening with our customers and we know the state of sales. We can do everything more efficiently. Onyx is a powerful tool that lets us record, manage and utilize the customer information that is the core of our business.”

BankDirect also uses Onyx Front Office for marketing automation, profiling, and literature fulfillment. Onyx’s campaign and list management features target products and services to customers.

has not experienced a single downtime incident.” Derek Redman Technology Manager BankDirect

Empowered Customers BankDirect is particularly pleased with the enhancements to its Web site, including a feature that allows customers to apply for a loan and track its status. “The Web implementation gives more control to the customer,” Redman says. “It’s all about customer acquisition and the sales process. We are a direct sales organization. We’re selling financial products—savings accounts, loans—and we want to make that as easy as possible for our customers. Onyx helps us do that.” The proof of just how effective Onyx Front Office and the Microsoft BackOffice family have been for BankDirect is in the company’s impressive customer satisfaction levels. Despite an overall decrease in customer satisfaction with many banks, 95 percent of the more than 1,000 customers surveyed said they would recommend BankDirect to friends and family. Database Information Version used: Microsoft SQL Server 6.5 Size of largest database: 1.0 GB Total concurrent users: 40 Total users: 60

As Derek Redman, BankDirect’s Technology Manager puts it, “customer relationship management is absolutely key to our business. We have to know our customers, understand their behavior, and respond to their needs.” Because Onyx Front Office organizes information around individual customers—not incidents—every transaction is associated with a valuable relationship. This information empowers account managers to respond appropriately to each customer query.

For More Information About Microsoft Call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (800) 563-9048. Outside the 50 United States and Canada, please contact your local Microsoft office. For more information about Microsoft BackOfficebased customer relationship management solutions, visit the Microsoft customer relationship management industry home page on the World Wide Web, at http:// www.microsoft.com/industry/crm. About Onyx Onyx Software Corporation 3180 139th Ave. SE, Suite 500 Bellevue, WA 98005-4091 Tel.: 888-ASK-ONYX or 425-451-8060 Fax: (425) 451-8277 E-mail: [email protected] Web site: http://www.onyx.com Onyx Software Corporation (Nasdaq: ONXS) is a leading supplier of enterprise-wide, customer-centric e-business applications. Onyx’s enterprise-scale software connects and powers a company’s entire e-business world: customers, partners and sales/ marketing/service and call center functions. Onyx Software’s products are known for flexibility, reliability and quick deployment, resulting in high return on investment, low total cost of ownership and industryleading customer satisfaction. Onyx Software operates worldwide, supporting large, medium and small companies such as American Express, BroadWing, Credit Suisse, Dreyfus, Ericsson Australia, FirstWorld Communications, NTL Group, Portland Trailblazers, Sharp Electronics, and US Bancorp. Microsoft Software Used Microsoft Cluster Server Microsoft Exchange Server Microsoft Internet Information Server Microsoft Site Server Commerce Edition Microsoft SQL Server Microsoft Visual Basic® Microsoft Windows NT Server

Flexible, But Standard Platform A crucial factor in BankDirect’s choice of Onyx was its use of Microsoft technologies. “We were looking for a new platform that we could grow with, that gave us better flexibility and that was built on Microsoft Windows NT Server, SQL Server and Exchange Server,” says Redman.

m

“The application has been ultra-reliable, and the bank

© 2000 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. The information contained in this document represents the current view of Microsoft Corporation on the 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 Redmond, WA 98052-6399 • USA

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

0300