Solution Spotlight Onyx Handheld Blackberry Edition

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Solution SpotlightOnyx Handheld -
Blackberry Edition
Patrick Angelel Onyx Software, Vice President of
Marketing Bryan Smoltz Onyx Software, Director
of Product Marketing
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Onyx Has a Family of Portable CRM Products

• Offline laptop access and data synchronization
• Real-time wireless access
• Optimized Blackberry Edition is our newest
  offering
• Away from the office access to core Onyx CRM
  functionality
• Improves personal productivity
• Keeps work moving forward
• Blackberry ROI

The typical end user converts 47 minutes of
downtime into productive time per day. Source
Ipsos Reid BlackBerry ROI Study, 2004
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CRM Drives Blackberry ROI Off the Charts

• Optimized for the Blackberry
• All-in-one phone, web access, and organizer
• Always on access to email, Onyx CRM
• Unique, thumb-operated trackwheel
• A CRM tool that fits the mobile workstyle
• Personalized access to client data, high priority
  tasks
• Stay connected with your mobile professionals
• Increase individual productivity in the field

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Immediacy
Its a simple scroll of the trackwheel My
Favorite Company My Favorite Individual My
Support Incidents My Service Request My Sales
Opportunities My Open Task Search Company Search
Individual Search Support Incident Search Service
Request Search Sales Opportunity View Company
Detail View Individual Detail View Support
Incident Detail View Worknotes Detail View
Service Request Detail View Sales Opportunity
Detail View Task Detail
Keep work moving forward Add Support Incident Add
Service Request Add Sales Opportunity Edit
Support Incident Edit Service Request Edit Sales
Opportunity Order Literature
Improve productivity Add Worknotes Search
Task Edit Task Add Task Add Company Add
Individual Add Contact Edit Company Edit
Individual
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Blackberry Edition at work at Symetra
Patrick Angelel Onyx SoftwareVice President of
Marketing
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Symetra Among Early Adopters

• Long-time customer
• Blackberry rollout follows deployment of Onyx
  Enterprise CRM and Offline Edition (laptop)
• 60 field personnel taking Blackberry/Onyx CRM on
  the road

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Symetra (former SAFECO LI)

• Top 40 financial services company
• Sells products to insurance agents and financial
  advisors
• External wholesalers team up with internal
  wholesalers to work territories
• Key challenge agents and advisors are
  independent - They can do business with anyone

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Fundamental to this Business Model

• Building relationships wins business
• Responsiveness opportunities and problem
  solving
• Teamwork internal and external teams
• Segmentation qualitative and quantitative
• Ability to upsell and cross-sell

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CRM Strategy Distributor Management

• Before CRM call center, internal/external sales
  teams, and marketing functioned independently
• Producer data centralized within Onyx
• Undertook extensive process re-engineering
• Literature fulfillment
• Request for Quotes
• Client contact updates
• After Onyx CRM deployment
• 100 internal adoption
• Exceeded service standards, call abandonment
  rate less than 2
• More Responsive
• More Personalized service
• More Targeted sales tactics

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One Glitch External Adoption Low

• On the road 4 out of 5 days
• Synch up with corporate once a week
• Mostly set up own appointments
• Internal/external teamwork varied in quality
• Dependent on outdated tools

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Blackberry Changed All That

• All customer touchpoints logged as they happen
• Literature distributed real time
• Quotes sent more rapidly and efficiently
• Ongoing communication will improve teamwork
• Contact info updated real time in central db
• Quicker resolution of client support issues
• Producer data accessible on site with client
• Activities of external wholesalers no longer a
  mystery

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From Half Circle to Full Circle

• Information in CRM Bringing in the field via
  Blackberry
• Increased productivity and responsiveness
• Literature fulfillment ? Request for quote ?
  Request for follow-up call ? Mapquest directions
  ? Customer contact updates ? Review of production
  status

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DemonstrationOnyx Handheld - Blackberry
Edition
Bryan Smoltz Onyx Software
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OEP BlackBerry Edition
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Easy Access to Information

• OEP Handheld Menu
• Favorites
• Sales opportunities
• Service incidents
• Support incidents
• Tasks
• And More

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Finding a New Lead

• Quickly navigate to new lead
• Details of sales opportunity
• Client information

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Drill down to Detail Level

• Stage of lead
• Product interest
• Tasks/Assigned Fields

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Contact Details Quick View

• Highlight name to contact

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Detail View

• View client details
• Phone and e-mail linked
• Link to MapQuest

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View Sales Notes

• More options
• View Notes
• Add Notes
• View Tasks
• Add Tasks

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Detail View

• Add and read worknotes
• View entire note history
• View task history

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Get Directions Quickly
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Integration with MapQuest
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Detail View - Tasks

• Navigate to tasks

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Detail View - Tasks

• View tasks
• Navigate back to Main Menu

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Detail View - Tasks
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Order Literature
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Order Literature

• Automatically order literature for clients from
  the field
• Sync requests with corporate
• Streamline literature fulfillment

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Order Literature Email Confirmation
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Email Confirmation in Onyx
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Summary and QA