Fujitsu first aboard Onyx channel train

Fujitsu first aboard Onyx channel train

Customer management software vendor, Onyx, has signed up Fujitsu and its first partner under a new hybrid sales structure.

The company is looking to sign another global integrator and up to six boutique VARs as it seeks to broaden its market reach in verticals like government, health, pharmaceuticals and finance.

Newly appointed strategic alliances director, Geoff Denyer, said the move was also in line with Onyx's effort to move beyond pure customer relationship management (CRM) to include offerings in customer process management and customer performance management.

"Organisations have found that their CRM systems haven't made a return on investment because capturing and centralising information is only part of the solution," he said.

With the increased complexity of these combined customer management systems, skills outside the vendor's area of expertise were increasingly needed, Denyer said.

"Larger organisation can have hundreds of backend systems, which require a range of integration skills," he said. "We are specialists in our technology but we need a broader set of skills from partners to make the bigger implementations work."

On top of technical expertise, business-related skills in areas such as change management were also needed for effective customer strategy implementations, Denyer said.

To that end, the vendor had recently signed Fujitsu which was in the process of establishing a dedicated customer management practice for Australia and New Zealand.

Fujitsu CRM business manager, Amit Bansal, said the decision to partner with Onyx followed the company's recent acquisitions of services firms Atos Origin and DMR Consulting.

"We now have the ability to offer customers a full services offering from consulting through to implementation, infrastructure and support," he said. "Onyx provides us with an opportunity to offer tier one CRM functionality at a tier two price."

As part of the build up for its own all-in-one Services Plus push, Fujitsu was currently building a support centre in Brisbane with Sydney and Melbourne sites to follow, Bansal said.

With additional support from its partner program and portal, Onyx would look to push 50 per cent of all sales through the channel by the end of next year, Denyer said.

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