Brocker unit to boost customer management

In a move to improve sales management, Brocker-owned IT consultancy Certus has bought a customer relationship management (CRM) solution from Onyx Software.

In a move to improve sales management, Brocker-owned IT consultancy Certus has bought a customer relationship management (CRM) solution from Onyx Software.

Certus is a test case for other Brocker subsidiaries such as Datec and Brocker Online Telecommunications, which are likely to implement CRM if it proves worthwhile. The system will be used by staff at Certus’s offices in Auckland, Wellington and Sydney.

Certus is one of four companies owned by Canadian technology investment company Brocker Technology Group, which announced in February that it was exiting the computer distribution business in New Zealand and Australia, resulting in 75 redundancies. Brocker now intends to focus on telecommunications and services.

Managing director Greg Woolley says two-year-old Certus grew from two staff to 22 in its first 12 months and doubled in size again during its second year. It appointed specialist CRM consulting firm Capability Development to assess its requirements because it wanted better systems management. Capability Development identified potential savings through sales force automation, better tracking and processing of sales leads and improved customer management. Certus customers include Air New Zealand, AMP Finance, Fisher & Paykel, Microsoft, National Bank of NZ and WestpacTrust.

“We needed to create a single, comprehensive view of the customer which was accessible to everyone within the organisation, so anyone having contact with that customer had all the information they needed to respond effectively to any queries,” says Woolley.

Certus is implementing the Onyx e-business engine and employee portal as a key part its business strategy is to have completely web-enabled systems. Its architecture also makes it easy to integrate other systems such as the company’s PeopleSoft financials.

Certus has begun planning the implementation and anticipates going live by mid-September. It predicts a return on investment within six months through improving processes, more efficient use of sales resources and enhanced decision-making abilities. Certus is working with local systems integration firm Augen.

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Tags Customer Relationship Managementcrm

More about Air New ZealandAMPBrocker TechnologyDatecMicrosoftOnyxOnyx SoftwarePeopleSoftTechnology

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