Onyx Customer Services provides ongoing account management and product support services to ensure the post-implementation success of your CRM system. Our goal is to achieve absolute customer satisfaction.

Our Customer Services philosophy and proprietary methodology help us manage user adoption, monitor changes in your business processes and identify the impact of those changes to your CRM system. The result? Your people, processes and technology are best aligned to support your evolving business needs.

Account Management
All Onyx customers, regardless of company size, are assigned a dedicated Customer Services Account Manager, who is responsible for his or her customers' post-implementation success and satisfaction. An Onyx Account Manager's responsibilities include activities such as:

• Managing user adoption and planning for ongoing training and education
• Identifying key changes to your business and the potential impact on your implementation; recommending strategies for closing any "gaps"
• Helping you create a long-term success plan, focused on key success criteria we've identified through years of experience
• Helping you track and measure success to show your return on investment
• Informing you of new product and service offerings from Onyx that can enhance your CRM project
• Sharing best practices to help you get the most from your Onyx investment
• Establishing a customer community for your organization with other Onyx customers

Our product support representatives are experts in their knowledge of Onyx technology from a functional and a technical perspective—partly because our technical support team relies on our own internally deployed Onyx system to respond to and resolve your technical product issues. Our product support team is among the industry's best, serving customers with industry-leading response and resolution rates. If your business requires it, we can provide you with 24x7 access to our skilled support staff.

Onyx customers can also access a wealth of technical support resources and other useful customer information at Onyx Customer Central—a password-protected Web site where you can share information and find the help you need to maximize the value of your Onyx investment. Customer Central is a place to:

• Ask questions and exchange ideas with Onyx employees and other customers
• Log support incidents
• Download documentation and sample code (it's free!) to simplify your customizations
• Access new product information
• Find out about customer events
• Read our customer success stories