Prepress
Medway Council Selects Onyx OneServe Employee Portal to Enable Award-Winning Customer First Program
Monday 23. June 2008 - Consona CRM, a leading provider of total customer management solutions for the enterprise, today announced that Medway Council, one of the largest unitary authorities in England, is utilizing Onyx OneServe Employee Portal as the platform on which it will build its customer contact center for its flagship Customer First program.
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.
Medways quest to lead the organization to select and implement Consona CRMs 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.
Since migrating to Onyx OneServe to advance its Customer First program, Medway has received the 2007 Public Private Partnerships Programme (4 Ps) award for excellence in customer service and was recently awarded the Charter Mark, the U.K. governments award for excellence in customer service.The council also achieved an efficiency return equal to £775, 000 over five years.
“Onyx OneServes world-class technology was well suited to our goals; however, an even bigger consideration for us was the companys 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.”
“Onyxs 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.”Medways Customer First program is a natural match for our technology focus, and we believe that building the councils contact center around the OneServe portal will bring the organization ongoing returns and customer satisfaction as the regional economy continues to grow.”