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TransACT Communications Delivers Fast Service Enabled By Onyx CRM

  • 16 October, 2003 11:21

<p>Australian telecommunications provider responds faster to customers and improves overall customer satisfaction by using Onyx</p>
<p>SYDNEY, October 16, 2003 - Onyx(r) Software Corp. (Nasdaq: ONXS), worldwide leader in successful customer relationship management (CRM), today announced that TransACT Communications, a leading telecommunications provider serving Australia's capital Canberra, has experienced a marked increase in customer service and overall customer satisfaction directly attributed to their Onyx CRM system. Since rolling out Onyx Employee Portal to 200 employees across its marketing, sales and service departments in December 2000, TransACT has seen a 200% improvement in response times to customer requests.</p>
<p>The Onyx system provides a complete view of the customer, including location, products installed, products ordered, and history of usage. The order entry and product configuration solutions built with Onyx have enabled faster delivery of product and reduced cost on new connections. TransACT can easily introduce new products, enabling the company to remain competitive by continuing to expand its product offerings. It used to take TransACT up to four months to put a customer online, but now with Onyx it now takes less than seven days.</p>
<p>Dan Lauder, Operations Manager at TransACT said, "In telecommunications, products are changing at lightening speed and Onyx has the flexibility to allow us to keep pace with these changes and remain highly competitive. We entered this market in 2000, when our competitor, Telstra, owned almost 100% of the market. Now, just a few years later, we already own 35% of the market for every Canberra suburb in which we operate. I don't believe we could have done this without Onyx."</p>
<p>The Onyx system has also proven invaluable in correcting service issues. For instance, it used to take three days to identify, investigate and correct a fault in one of the cables, but with Onyx it now takes less than half a day.</p>
<p>Today a representative can address issues on the first call 90% of the time. With Onyx, TransACT employees are more efficient enabling the company to increase productivity and service levels without having to increase headcount.</p>
<p>An interesting and unexpected benefit of the Onyx system has been disaster recovery. In January 2003, major bush-fires in Canberra destroyed the networks for about 6,000 customers. Using Onyx CRM, TransACT was able to bring two-thirds of these customers back online in just three days and all affected customers had their telephone service reconnected and running within nine days.</p>
<p>"Telecommunications is one of the most competitive and complex markets today, and TransACT realizes that to be successful it must build strong loyalties with its customers by offering the most current products and providing impeccable service," said Basil Reilly, Vice President, Onyx Software Australia/New Zealand. "I am very impressed with all that TransACT has been able to accomplish in such a short time, and we are proud to be a part of their success."</p>
<p>Onyx Enterprise CRM integrates sales, marketing, and service operations throughout an enterprise to manage the multiple dimensions of client and partner relationships. Onyx CRM helps companies build more productive, profitable businesses by powering their ability to deliver an extraordinary customer experience. Onyx CRM is a single, unified application comprised of portals for tailoring functionality to the different user communities of employees, customers and partners. Intuitive web interfaces ease navigation and a Web-services platform built on XML improves interoperability with other business systems. Companies large and small have successfully deployed Onyx Enterprise CRM, efficiently scaling from 50 to more than 5,000 users in live production environments.</p>
<p>About Onyx Software
Onyx Software Corp. (Nasdaq: ONXS), worldwide leader in delivering successful CRM, offers a fast, cost-effective, useable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway, United Kingdom lottery operator Camelot, Delta Dental Plans of California, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX, or email</p>
<p>About TransACT Communications
TransACT Communications Pty Ltd (TransACT) was established in February 2000 and has grown to become one of Canberra's largest companies. TransACT is building and managing an advanced broadband communications network across the national capital and the region.
TransACT's superior network provides video on demand; permanent 'high speed' connections to the Internet; free to air and pay television services; and mobile and fixed line telephone services.
TransACT is a privately owned company whose shareholders include ACTEW Corporation Limited, AGL TransACT Pty Limited, Australian Capital Ventures Limited, Commonwealth Bank of Australia, Marconi Corporation plc, MTAA Superannuation Fund (TransACT) Utilities Pty Ltd, TVG Transact Holdings Limited and Westscheme Pty Ltd.</p>
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<p>Onyx is a registered trademark of Onyx Software Corp. in the United States and other countries.
Other product or service names mentioned herein are the trademarks of their respective owners.</p>
<p>For further information please contact:
Nicky Miseroy
Onyx Software
(02) 9409 4305</p>
<p>Agnes King/Roger Marshall
Spectrum Communications Australia
(02) 9954 3299</p>

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