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2001.04.24
NTT COMWARE CORPORATION begins marketing Onyx CRM products
-Signs partnership contract with Onyx for resale of CRM solutions-
NTT COMWARE CORPORATION (Head Office: Minato-ku, Tokyo, President: Yuji Matsuo) and Onyx Software Corporation (Head Office: Minato-ku, Tokyo, Chairman: Howard Hawk) have signed a partnership contract for the resale of Onyx's Customer Relationship Management (CRM) (*1) solutions. Under the contract, NTT COMWARE CORPORATION will expand its CRM market share through the marketing and sales of Onyx's flagship product Onyx Enterprise 2001.
Most business entities are challenged by how accurately they apprehend customer requirements and how timely they are in responding to them. In addition, diversified customer needs require products and services that flexibly correspond to their unique requirements. Given this challenge, an increasing number of companies have been active in developing CRM to provide customers with an optimal value proposition via the application of their products and services. CRM will reform corporate management, business operations and systems by strengthening customer relationship through interactive communication and securing long-term revenue potential throughout their chain of marketing, sales and services.
Onyx Enterprise 2001 is a CRM solution for the whole enterprise with a rich selection of customized CRM functionalities accessible through an integrated Web interface. It has three portals: "Onyx Employee Portal," which allows employees to access customer information, "Onyx Customer Portal" for customers to submit orders and receive feedback, and "Onyx Partner Portal," which allows partners and agents to share customer information. These portals are supplemented by the "Onyx eBusiness Engine," the core of the enterprise system that includes database availability.
Onyx's products allow data sharing among multiple departments, such as between the sales department and the customer support center. According to Onyx research, 88% of the companies that have introduced Onyx products share data among more than three departments. Customers and partner companies, as well as employees, can make use of this data-sharing capability. The completely Web-based architecture relieves the data storage burden on the client's system. Currently, 750 companies, including financial institutions, reap the benefits of the Onyx solution.
Onyx Software Corporation in the US has received numerous awards, including Best Customer Relationship Portal (2001), Microsoft Industry Solution Award (2000), and CRM Excellence Award (2000). According to customer satisfaction research conducted by CustomerSat.com, the gauge of CRM success, Onyx products were rated as No.1.
NTT COMWARE CORPORATION, the IT solutions arm of the former Nippon Telegraph and Telephone Corporation, has accumulated CRM know-how by developing and operating call center systems for line applications and troubleshooting. It offers a wide selection of CRM solutions based on its extensive knowledge and applications for enhancing customer satisfaction and maximizing earnings, including a powerful Sales Force Automation tool that accurately discerns diverse customer demands to make the most of sales force activities. The partnership with Onyx will help NTT COMWARE CORPORATION to flexibly and speedily offer critical CRM solutions.
With both partners seeking "customer-centric solutions," they will develop applications and industry-specific, general-purpose products, and promote business activities such as system integration with their partner companies in the fields of CTI (*2), ERP (*3) and SCM (*4). They expect ¥500 million in sales for fiscal year 2001, and ¥1 billion in 2002.
Product Overview
Onyx Employee Portal
The Onyx Employee Portal provides front office employees with a Web-based digital workspace and a unified interface. The portal makes it easy to manage customer information, contacts, business negotiations and campaigns. Furthermore, access to other application content enables employees and partner companies to collect, combine and share valuable customer data that has been stored at different times and locations.
Onyx Customer Portal
The Onyx Customer Portal helps companies to promote marketing, sales and services to existing and prospective customers. It allows existing and prospective customers who access the site to register, to sell products through shopping carts, to settle payments with credit cards, to automatically update customer information including historical data, and to submit inquiries via the Internet. It also contains online help pages that allow customers to search sample cases and troubleshoot problems by themselves.
Onyx Partner Portal
The Onyx Partner Portal effectively supports Web-based interactive sales negotiations and service offerings to partner companies. Acting as a virtual frontline workforce, the portal allows partner companies to access and share necessary customer information. This leads to smoother business coordination and satisfaction among partners.
Onyx eBusiness Engine
The Onyx eBusiness Engine supports the three portals as the core system with database functions, and serves to completely integrate the CRM cycle of marketing, sales and service. With its powerful data exchange capabilities and its closely-integrated databases, it enables the sharing of all data models deployed in the business.
Glossary
*1 Customer Relationship Management (CRM)
CRM is a method for stabilizing long-term relationships with customers by facilitating coherent management based on detailed, IT-centric customer database incorporating all transactions with individual customers with regard to the marketing of products, maintenance services and responses to inquires and claims.
*2 Computer Telephony Integration (CTI)
CTI, a technology that integrates voice and fax data into computer systems, is popular for support centers, help desks and call centers.
*3 Enterprise Resource Planning (ERP)
ERP presents a concept and method for integrated and effective management by making the most of corporate resources.
*4 Supply Chain Management (SCM)
SCM aims to minimize inventory and costs by using information technology to comprehensively manage the whole range of business activities from order requests, material procurements and development to production, inventory management, product delivery and marketing.
Corporate Profile
NTT COMWARE CORPORATION
NTT COMWARE CORPORATION, formerly the division of NTT, was specialized in the engineering, configuration, implementation and operation of network communications systems and business systems that track calling charges and billing. Since its establishment in September 1997, its business activities have focused specifically on solutions for NTT. In November 2000, it restructured to create a marketing-intensive organization with the aim of expanding IT market share, and changed its name from NTT COMMUNICATIONWARE CORPORATION to NTT COMWARE CORPORATION, the previous informal name which was familiar to employees and the general public. NTT COMWARE CORPORATION set the goal of achieving full-fledged entry into the IT market in 2001 and will expand its activities as an IT service provider of networking, Linux, Java, and security technologies armed with its expertise and reputation for high reliability. (www.nttcom.co.jp/)
Head Office: Shinagawa TWINS Annex Bldg., 1-9-1 Konan, Minato-ku, Tokyo
Capital: ¥ 20 billion
President: Yuji Matsuo
Number of Employees: 9,100 (as of March 2001)
Onyx Software Corporation (Onyx Japan)
Onyx Japan was established in 2000 as a joint venture between Onyx Software Corporation (U.S.A.), Softbank Investment Corporation and Prime Systems Corporation.(info-jpn@onyx.co.jp)
Head Office: Toranomon 37 Mori Bldg., 3-5-1 Toranomon, Minato-ku, Tokyo
Capital: ¥ 800 million
Chairman: Howard Hawk
Number of Employees: 20 (as of April 2001)
Onyx Software Corporation (Nasdaq: ONXS)
Onyx Software is a leading global supplier of customer-focused eBusiness applications. It provides an enterprise-wide eBusiness environment connecting corporations with customers and business partners, seamless communication between internal departments (sales, marketing and services divisions) and application products assuring companies of high-performance connectivity and excellent customer satisfaction. Onyx has won accolades for flexibility, reliability, ease-of-operation, measurable returns on investment, affordable operating costs and customer satisfaction. Onyx Software has released its suite of products throughout the global market as a next-generation CRM with a Web-based portal architecture with the motto "Gaining highest customer satisfaction." (http://www.onyx.com/)
Chairman and CEO: Brent Frei
Number of Employees: 700 worldwide (as of January 1, 2001)
Nasdaq IPO: ONXS (February 1999)
Major Overseas Offices: 10 different language versions are sold in approx. 30 nations including Australia, China, France, Germany, Hong Kong, Japan, Malaysia, Mexico, Singapore and the U.K.
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