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The client, a provider of medical assistance, international healthcare, security services and outsourced customer care, initially grew its product and service offerings through a series of acquisitions around the world, resulting in customer information being stored in numerous different databases. In emergency situations, when patient customer details are vital, the company needed to get the right information in the hands of the right people, fast. The company chose the Onyx solution as its core system component, intending to create a single shared customer system across sales, marketing and executive management. Today, Onyx coordinates and stores all the data relating to customer and sales activity and enables account managers to more effectively serve their customers and identify new sales opportunities. The company has been able to increase efficiency when responding to emergency situations by smoothly integrating with other internal systems and consolidating existing data into useful information, thereby improving the overall quality of the emergency response. It enjoys 92 percent higher satisfaction levels with customer management system compared to prior tools and methods.
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