After several administrative areas came together to form Medway council an initiative known as ‘Customer First’ was set up to deliver a high quality and efficient service to its citizens.

The chosen CRM system was Onyx OneServe 5.0 which served as the platform on which to build a tailored Contact Centre.

Since its inception in 2005 the centre has been successfully handling all manner of enquiries by phone, email and via the web. The seamless integration of Onyx OneServe 5.0 portal with supporting technologies such as electronic document management, back-office systems, and payment management further added to the efficiency of the system.

From an internal standpoint the new system was extremely well received by staff who commended its navigation and overall ease of use. As for the citizens of Medway council, they have noted substantial improvements in the service levels and responsiveness.

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