DirectNET Realizes Maximized Efficiency Across Business Units With Deployment of Onyx(r) CRM Platform

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Consona CRM, a leading provider of total customer management solutions for the enterprise, today announced that DirectNET has achieved significant growth and efficiency after having implemented Onyx’s full suite of customer relationship management (CRM) products as a unifying, company-wide platform. DirectNET, the nation’s largest value-added reseller of data center management infrastructure efficiency solutions, selected Onyx in 2006 in order to streamline business processes to improve workflow, enhance customer service, and generate sales opportunities.

DirectNET standardized on Onyx CRM after its previous platform proved too unwieldy for a smaller company just starting to grow. Due to its scalability, Onyx CRM was able to adapt to DirectNET’s growth and create synergies among its business units. After two years of use, DirectNET has realized a number of improvements, including streamlined business processes, the elimination of operational redundancies, and access to historical and real-time data across business units—especially important given DirectNET’s 140,000 customers.

DirectNET’s customer support has been enhanced as well, thanks to Onyx CRM’s ability to capture and centralize information from all customer calls. Armed with better information and a series of scripts to guide each call, DirectNET’s customer support professionals are more productive and responsive, and subsequently deliver truly personalized interactions. DirectNET also was able to automate its sales and marketing efforts, optimizing its ability to target prospects and analyze ROI. The changes have uncovered so many new product opportunities within their existing customer base; the sales team has no shortage of potential follow-up business. With Onyx CRM, they now intelligently mine their entire customer and prospect base to easily identify new sales opportunities.

“DirectNET’s objective from the start has been to transform the company’s dispersed business units into a one-stop-shop for data center equipment and services,” said Alan Mamane, CEO and founder of DirectNET. “Onyx CRM has helped us achieve this goal by optimizing our business processes—spanning the entire customer relationship life cycle—while also keeping our customer care standards high and more effectively leveraging our staff.”

The Onyx CRM solution allows DirectNET to:
• Centralize customer touch points, interactions and demographic details, which are then managed by sales, marketing and customer service operations to direct the entire customer life cycle.
• Automate key customer-centric processes to optimize performance and adapt to business changes.
• Analyze trends and performance metrics.

“DirectNET’s decision to implement Onyx CRM is a testament to the company’s focus on achieving its business goals,” said Tom Millay, general manager of Consona CRM. “By leveraging Onyx CRM and subsequently streamlining its business processes, DirectNET has gained an incredible competitive advantage. The platform’s adaptability will serve the company well as it continues its growth and success in the years to come.”

About DirectNET
DirectNET is comprised of three independent companies/business units: 42U focuses on providing Facilities and Data Center Managers with trusted independent advice on KVM over IP lights out management, data center power, and cooling best practices to reduce power consumption. KVM Switches Online, the largest KVM switch e-commerce store in the United States; and Server Racks Online, the largest “click and build” server rack superstore.

About Consona Corporation and Consona CRM
Consona Corporation (Consona, formerly known as M2M Holdings Inc.) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for the enterprise. The Consona CRM business unit, a worldwide leader in total customer management software and services, helps more than 1,500 companies across a variety of industries, including professional services, high-tech, healthcare, financial, government, telecom, retail and manufacturing, manage people, processes and technology to create a differentiated and cohesive customer experience. With flagship products Onyx and KNOVA, Consona CRM presents a full suite of functionality, including sales, service, support, and marketing automation; service resolution and knowledge management; and business process management modules. For more information on CRM software, visit www.consona.com/crm, www.onyx.com, or www.knova.com, e-mail [email protected], or call (888) 8 CONSONA.

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