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Situated in north Kent in southeast England, Medway is a unique urban area in the heart of the Thames Gateway, which is a national priority for regeneration and growth. Medway council was created in 1998 as a reorganization of local municipalities, now serving a population of a quarter million and providing high-quality government services, including education, environment, social care, housing, and planning for one of the lowest council tax levels in the U.K. When the reorganization occurred, the council was heir to a range of divergent processes and technologies. Under their own mantra of “Customer First,” the Medway team quickly began a search for CRM software that would reinvent its contact center, providing easier access to council services and improving the overall customer experience.
Medway’s quest to lead the organization to select and implement Consona CRM’s Onyx OneServe, a targeted customer relationship management (CRM) solution designed specifically to meet the needs of UK local government organizations. Now the first point of contact, by phone, e-mail and Internet, for a broad range of services, Onyx OneServe has helped Medway achieve:
- Complete contact center centralization;
- Industry-leading process management capabilities, which now drive and monitor service delivery across departments;
- Integration with several supporting technologies like electronic document management, back-office systems and payment management;
- A true shared services platform to support county, district, and agency-partner configurations; and
- World-class analytics to support operational and strategic decision-making to help anticipate citizens’ future requirements.
“Onyx OneServe’s world-class technology was well suited to our goals; however, an even bigger consideration for us was the company’s commitment to building a solution focusing on the needs of the customer first,” said Martin Garlick, head of Customer First. “Since implementing Onyx OneServe, we have enjoyed measurable gains in efficiency, as well as the satisfaction of providing award-winning service to the citizens and businesses in our region.”
“Onyx’s proven CRM solution, OneServe, combines products, services and technology to keep customers’ needs at the heart of CRM processes,” saidRichard Furby, vice president of international operations for Consona CRM.“Medway’s Customer First program is a natural match for our technology focus, and we believe that building the council’s contact center around the OneServe portal will bring the organization ongoing returns and customer satisfaction as the regional economy continues to grow.”
View the complete Medway case study on Onyx.com.
About Consona Corporation and Consona CRM
Consona Corporation (Consona, formerly known as M2M Holdings Inc.) is a worldwide leader in providing CRM software and ERP software and services for the enterprise. The Consona CRM division, 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 further information on CRM Software, visit www.consona.com/crm, www.onyx.com, or www.knova.com, e-mail info@consona.com, or call (888) 8 CONSONA.
| Contact: |
Melissa Stahley Consona Corporation P: (317) 249-1270 M: (317) 908-7050 melissa.stahley@consona.com www.consona.com |
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