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ONYX Enterprise CRM

 

 

 

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In-Depth Review

 

 

 

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Onyx Software Corporation   
1100 - 112th Avenue NE, Suite 100 
Bellevue, WA  98004 
 
Telephone: 425-451-8060
FAX: 425-990-3343
Toll Free: 888-ASK-ONYX
E-Mail: info@onyx.com
Web: www.onyx.com

About the company:

ONYX Software Corporation is a leading provider of customer management software for Microsoft® Windows NT and SQL Server and is the pioneer of the Total Customer Management® business strategy. ONYX Software develops and markets a unique customer-centric software solution, which allows a company to achieve the full profit potential of each customer relationship and attain Total Customer Management®. By managing every customer interaction with a single application, a company is better able to acquire new customers, enhance the profitability of existing customers, and extend the duration of customer relationships.

Their flagship product, ONYX Customer CenterÔ helps companies exceed their customers’ expectations by providing marketing, sales, service, and support teams with a single tool to access all corporate customer information via the Internet, remotely, and from the desktop. By using Customer Center, a company is better able to acquire, retain, and expand customer relationships. Designed exclusively for Microsoft BackOffice, ONYX Customer Center is the only client/server solution available, which manages all enterprise customer interactions from a single application and interface.

ONYX was founded in 1994 by three Microsoft alumni: Brian Janssen, Brent Frei and Todd Stevenson. Janssen and Frei who were teammates on the Dartmouth football team in the late 1980s, also worked together at Microsoft, developing internal solutions for the Information Technology Group before self-financing and launching their own company. In 1996, ONYX achieved 467% revenue growth and 300% customer growth—with less than five percent employee turnover.

In late 1994, Janssen, working on the side as a financial systems consultant, noticed that many of the corporate systems problems his client was facing were similar to ones being solved by a customized customer management database Frei was building for Microsoft’s international subsidiaries. After getting the okay from Microsoft, Janssen and Frei joined fellow Microsoft employee Todd Stevenson, and each invested $50,000. Taking their years of experience from one of the world’s toughest customers, they designed and began developing what would be the Total Customer Management solution.

Beginning in a basement in a home in Issaquah, Washington, the company’s founding mission was to develop software from a customer’s perspective rather than from the self-serving, departmental perspective favored by application vendors at the time. SPRY, agreed to act as a beta site for the product of the new company, which had been given the name ONYX Software.

From this experience, and by witnessing similar customer system problems at other companies, ONYX’s founders realized there was significant demand for a high-technology application, focused on the customer, which would manage all enterprise customer interactions. Benchmarked with the global functional and technical requirements of Microsoft, ONYX Customer Center was developed in 1994, with cooperative testing and feedback from Seattle-area beta installations.

The company first shipped ONYX Customer Center in 1994. The product is now in use by more than 450 companies, with more that 20,000 total users. There are currently more than 500 users at the largest site. Typical Customers include:

  • AT&T Wireless Data Services
  • Bechtel
  • Cable Online
  • CellPro
  • Columbine JDS
  • Community Playthings
  • Corel Corporation
  • Datastream
  • Fluke Corporation
  • Hummingbird Communications
  • London Telecom Network
  • Maxis
  • National Securities Clearing Corporation
  • Pitney Bowes
  • Providence Health Plans
  • SQL Financials

Further details on the financial condition of the company and total installed base are included in our complete In-Depth Review.

Product:  ONYX Enterprise CRM

Current Version: 6.0
Category: Strategic Solution
Sub-Category: Enterprise CRM Solution
Client Platform: Windows 2000/XP
Server Platform: Windows NT/2000
Web Service Support: Microsoft .Net
Database Support: Microsoft SQL Server

About the product:

Onyx Enterprise CRM has three core products:

  • Onyx Employee Portal
  • Onyx Partner Portal
  • Onyx Customer Portal

CRM You Can Depend On

Onyx Employee Portal is a thin-client CRM solution that gives sales, marketing and service organizations a centralized digital workspace for exceptional customer management-ultimately increasing the effectiveness of every interaction throughout the customer lifecycle.

Flexible, Manageable CRM

Onyx Employee Portal delivers a unified application architecture that offers unparalleled flexibility. Customization and configuration are simplified giving you the flexibility needed to support your unique business processes, ensuring that your CRM system today can adapt as your business needs change.

Onyx Employee Portal delivers robust sales, marketing and service functionality all supported by a highly flexible CRM platform. The result? Deploy manageable CRM on-time, on-budget so you can immediately see real results and quickly be on the road to greater customer satisfaction.

Incorporate relevant content
With seamless integration of Internet content, information such as corporate profiles, market research and other relevant data is instantly at your fingertips-without ever leaving the portal interface.

"Personalized Views" for the job at hand
Increase end-user productivity by sharing only information relevant to the job at hand. Through roles-based configuration Onyx Employee Portal delivers powerful tools to customize "personal views" of the CRM system based on the differing needs of departments and individuals.

Built to perform and scale
Onyx sets the standard for scalability in the industry and delivers a certified reliable platform to deploy CRM across the organization. Built to leverage the flexible XML-based Onyx Internet platform Onyx Employee Portal makes it possible to integrate successfully with a multitude of application systems, allowing you to leverage your existing infrastructure.

Onyx provides a multi-database CRM platform optimized to take full advantage of both Microsoft and Oracle database environments. Deploy Onyx on the platform of your choice without sacrificing performance or scalability.

Onyx Employee Portal Product Highlights

Marketing

  • Campaign management and analysis

  • Permission marketing

  • Target list management

  • Product tracking

  • Surveys and customer profiling

  • Collateral and literature fulfillment

  • Marketing Encyclopedia

Sales

  • Opportunity management

  • Pipeline management

  • Quotes and proposals

  • Order generation

  • Win/loss analysis

  • Sales team management

  • Forecasting analysis

  • Channel management

  • Reporting and analytics

Service and Support

  • Service/support request management

  • Service/support escalation

  • Queue management

  • Knowledge base

  • Online service inquiries

  • Call center performance analysis

  • Quality management

  • Computer Telephony Integration (CTI)

Price:

Complete details on pricing are included in our complete In-Depth Review.

In-Depth Review:

Scalability Small   Medium   Large
Scope Classic Clicks & Mortar Dot Com
Sales Cycle Short Continuous Long
Functions Marketing Field Sales Support

Note: A complete review of this solution is in final edit and will be available real soon now.

 

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