Glenmede Trust Rolls Out CRM Solution

Single customer desktop improves client management for wealth advisory firm

Single customer desktop improves client management for wealth advisory firm

Bellevue, WA — August 2, 2004 — Onyx Software Corp. today announced that Glenmede Trust has implemented Onyx Enterprise CRM 5.0 as its customer relationship management (CRM) solution. With Onyx CRM, Glenmede said it now has the ability to see all data about all customers across its sales, client services and marketing business units.

"User adoption is everything — without it you have failure, regardless of how great the technology is," said Nick Voutsakis, chief technology officer, Glenmede Trust. "With Onyx, we have a system that is easy to use and integrates so tightly into other applications that users can't tell they're using multiple applications. We have set up the Onyx system to be fast and effective; processes that used to take more than seven or eight clicks have been reduced to just three clicks and they're done. That way, Onyx is going to get used."

As a result of the implementation, Glenmede said it is using Onyx CRM to expand business opportunities with new clients and continue to provide additional services to broaden relationships with existing clients. Professionals in sales, trust administration, tax, wealth advisory services, marketing and portfolio management practice areas use Onyx CRM to capture, integrate and data mine client and prospective client information.

Glenmede employees in marketing are also using the CRM solution to create, track and analyze the results from high-end campaigns and other marketing efforts. They use the system to target clients for special promotions based on detailed customer knowledge, as well as to up-sell and cross-sell additional products to each client. With a complete history of marketing activities and preferred means of communication for each customer and prospect, Glenmede said its employees are able to refine communications for improved response.

Sales activities are also more efficient and easier to manage with Onyx CRM, according to Glenmede. Employees are using Onyx to more fully automate the process of enrolling new clients in the Sales group.

The project was completed ahead of schedule, rolling out to approximately 150 employees. The implementation required integration with several key business systems, including Glenmede's system of record that contains all assets under management, its document management system and the company's e-mail infrastructure.