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Driving Customer Satisfaction Through CRM - A True Story
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------=_NextPart_01C31494.E477AEF0 Content-Location: file:///C:/2678D178/ORIX_files/pres.xml Content-Transfer-Encoding: quoted-printable Content-Type: text/xml; charset="utf-8" ------=_NextPart_01C31494.E477AEF0 Content-Location: file:///C:/2678D178/ORIX_files/slide0001.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="windows-1252" PowerPoint Presentation
ORIX Australia Corporation Limited
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Driving Customer Satisfaction Through CRM

A True Story
Dennis Foale
Customer Services Manager - National<= /span>
My name is Denni= s Foale and I am the National Manager Customer Service for ORIX, I have been with ORIX Australia for more than 15 years.
Over this period= ORIX Australia has grown from around 7 employees in 1986 to over 450.
We also have ORI= X New Zealand, a nationwide finance and fleet leasing partner for our New Zeala= nd friends
My Presentation = today is a true story of how we at ORIX Australia are Driving Customer Satisfaction Through CRM.

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ORIX Australia Corporation Limited
2
Introduc= tion
lThe ‘good-old’ ORIX Customer Management System
lPost-it! Notes
lOur New CRM – CMS
The Good Old = Customer Management System
ORIX is a Financ= ial Institution with a diverse product range, Leasing, Fleet Management, Debt Collection, Cash Flow Finance ( Factoring ) Real Estate and Construction Finance and Truck and Trailer Rental.
It was not uncom= mon for a particular prospect or customer to be targeted by several of the product groups and in some cases meeting each other at the prospects address, pas= sing each other in the hall way or being advised by the prospect, the “other O= RIX guy has just left”.
With all this te= chnology available to us, the desktop computer was proving its worth for the passa= ge of information from employee to employee and from customers who were endeavouring to get information to ORIX or  their sales contact. - Post-it Notes !
Thank goodness O= RIX had spent so much money to keep abreast of technology otherwise where would h= ave all those post it notes lived.
In 1998 we had a= n idea to implement a Customer Management System.  We, as most companies do, had a team that focused on a technology purchase – thinking “this will solve our Post-it Note communication syste= m” and will bring about better CRM and all the positive benefits it offers..= We had heard about the issue of change but did not necessarily believe it applied to us. We implemented a ON Contact in 1998 and continued business= as usual, we did not do much in terms of measuring the impact of the tool at all…..we just soldiered on.
But various mark= et forces meant that by late 2001 things had to change. ORIX made a decision to emb= race the concept of a Customer Centric Organisation.
Customer Relatio= nship Management is the base requirement and we already had a tool, ……..unfortunately we  discovered = that it was being used by 2% or 3% of the staff. - Just 2 to 3%!=
This was not = the type CRM that was going to pay any dividends to the business, things had to change……..but what.
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