Prepress
DirectNET Realizes Maximized Efficiency Across Business Units With Deployment of Onyx CRM Platform
Wednesday 30. July 2008 - DirectNETs Newly Streamlined Business Processes Keep Pace With Growth in Company and Enhance Customer Relationships
Consona CRM, a leading provider of total customer management solutions for the enterprise, today announced that DirectNET has achieved significant growth and efficiency after having implemented Onyxs full suite of customer relationship management (CRM) products as a unifying, company-wide platform. DirectNET, the nations largest value-added reseller of data center management infrastructure efficiency solutions, selected Onyx in 2006 in order to streamline business processes to improve workflow, enhance customer service, and generate sales opportunities.
DirectNET standardized on Onyx CRM after its previous platform proved too unwieldy for a smaller company just starting to grow. Due to its scalability, Onyx CRM was able to adapt to DirectNETs growth and create synergies among its business units. After two years of use, DirectNET has realized a number of improvements, including streamlined business processes, the elimination of operational redundancies, and access to historical and real-time data across business unitsespecially important given DirectNETs 140,000 customers.
DirectNETs customer support has been enhanced as well, thanks to Onyx CRMs ability to capture and centralize information from all customer calls. Armed with better information and a series of scripts to guide each call, DirectNETs customer support professionals are more productive and responsive, and subsequently deliver truly personalized interactions. DirectNET also was able to automate its sales and marketing efforts, optimizing its ability to target prospects and analyze ROI. The changes have uncovered so many new product opportunities within their existing customer base; the sales team has no shortage of potential follow-up business. With Onyx CRM, they now intelligently mine their entire customer and prospect base to easily identify new sales opportunities.
“DirectNETs objective from the start has been to transform the companys dispersed business units into a one-stop-shop for data center equipment and services,” said Alan Mamane, CEO and founder of DirectNET. “Onyx CRM has helped us achieve this goal by optimizing our business processesspanning the entire customer relationship life cyclewhile also keeping our customer care standards high and more effectively leveraging our staff.”
The Onyx CRM solution allows DirectNET to:
Centralizecustomer touch points, interactions and demographic details, which are then managed by sales, marketing and customer service operations to direct the entire customer life cycle.
Automate key customer-centric processes to optimize performance and adapt to business changes.
Analyze trends and performance metrics
“DirectNETs decision to implement Onyx CRM is a testament to the companys focus on achieving its business goals,” said Tom Millay, general manager of Consona CRM. “By leveraging Onyx CRM and subsequently streamlining its business processes, DirectNET has gained an incredible competitive advantage. The platforms adaptability will serve the company well as it continues its growth and success in the years to come.”