Medway Council Selects Onyx® OneServe Employee Portal to Enable Award-Winning Customer First Program

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Up-and-Coming Government Council Builds Consolidated Contact Centre Around Consona CRM’s Industry-Specific Employee Portal

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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.

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 utilising Onyx OneServe Employee Portal as the platform on which it will build its customer contact centre 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 reorganisation 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 reorganisation 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 centre, providing easier access to council services and improving the overall customer experience.

Medway’s quest to lead the organisation 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 organisations. 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 centre centralisation.
  •     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.
  •     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. government’s award for excellence in customer service. The council also achieved an efficiency return equal to £775, 000 over five years.

“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 industry-proven CRM solution, OneServe, combines products, services and technology to keep customers’ needs at the heart of CRM processes,” said Richard 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 centre around the OneServe portal will bring the organisation ongoing returns and customer satisfaction as the regional economy continues to grow.”

View the complete Medway case study on

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,, or, e-mail info @, or call (888) 8 CONSONA.

Mitch Briggs    
Consona Corporation
C: +1 (317) 829-4210
+1 (317) 249-1620
mitch.briggs @

Valerie Harding
Ripple Effect Communications
+1 (503) 357-8837
vharding @


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Valerie Harding
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