BELLEVUE, Wash., Jan. 14, 2002 — Onyx® Software today announced Westcoast Energy, Inc. has gone live with the first two phases of its Onyx CRM implementation.
The project was completed according to schedule, rolling out to multiple departments within the company’s Pipeline and Field Services Divisions, including customer service, marketing, gas scheduling and executive management personnel. The company plans to implement follow-on phases to extend its use of Onyx across the company.
Westcoast Energy Inc., headquartered in Vancouver, British Columbia, is a North American energy company with assets of approximately $15 billion. The company’s interests include natural gas gathering, processing, transmission, storage and distribution; as well as power generation; international energy businesses; and financial, information technology and energy services businesses.
“Our CRM strategy focused on a few key ideas: think big, start small, measure and learn by doing,” said Frank Stanford, vice president — Systems, Products and Services, Westcoast Energy Pipeline and Field Services Divisions. “So we decided on a phased approach to our CRM implementation. This meant we needed functionality that could be quickly implemented and easily tailored to meet our business needs.”
Westcoast Energy Pipeline and Field Services Divisions implemented the Onyx Employee Portal (OEP), including CRM analytics and data cleansing functionality. Customer service and gas scheduling employees are using OEP to capture and track all customer issues, as well as measuring the effectiveness in doing so. Marketing and executive management personnel are actively using the system to coordinate account plans, opportunity management and overall customer strategies; and leverage the reporting and analytics capabilities to track performance against company goals and objectives.
Actual implementation at Westcoast Energy took less than nine weeks when measured from the time the company received its software to its first implementation within the Customer Operations group.
“The level of service we received from Onyx was great,” said Stanford. “From responding to phone calls within 15 minutes, to sitting down with each team member to understand exactly what each of them wanted to achieve and how Onyx could help — they definitely got the job done.”
Westcoast Energy plans to implement follow-on phases this year, extending the Onyx capabilities to more departments across the company, including the remainder of Customer Operations, Products and Pricing, Market Development and Strategic Planning groups.
About Onyx Software
Onyx Software Corp. is a global supplier of customer relationship management (CRM) enterprise applications that power a company’s entire business world, connecting sales, marketing and service organizations with customers, prospects and partners.
For more information, visit www.onyx.com.