Onyx Brings CRM to Local Government

Kevin Newcomb

Updated · Mar 01, 2004

Customer relationship management (CRM) software provider Onyx Software on Monday debuted Onyx CitiServe, a CRM solution designed specifically for United States cities and counties to more effectively manage citizen requests.

“Commercial organizations for years have been leveraging CRM to deliver better service for their customers,” said Ben Kiker, chief marketing officer at Onyx. “These customers are beginning to demand that same level of service from their local governments.”

To meet this demand Onyx has created a product that utilizes best practices from more than 1,000 commercial clients, as well as local government customers in the United Kingdom. The release of Onyx CitiServe in the United States follows a successful deployment of Onyx eShop by more than 20 local authorities across the United Kingdom.

Based on the latest generation of Onyx Enterprise CRM, Onyx CitiServe provides a web application with which contact center employees can view comprehensive citizen and property information on one page; view a full log of citizen interactions, create service requests and assign tasks to other departments or employees. Employees can utilize scripting and workflow features to deliver a consistent level of service and track service requests through resolution.

“The 311 call centers being implemented by local governments will serve as the design point for broader public sector CRM initiatives,” said Amy Santenello, Government Strategies Analyst at META Group.” Onyx CitiServe is a true CRM application that delivers rich functionality and a flexible solution tailored specifically for U.S. local governments. This product helps fill a gap in the market.”

Onyx CitiServe serves as a core component of a 311 infrastructure enabling cities and counties to respond to, track and measure citizen inquiries. Onyx CitiServe is an integrated, multi-channel solution which includes a CRM application for employees to manage citizen requests; a citizen portal, allowing citizens to log and track service requests online; and reporting and analytics software, providing government officials real-time information on citizen service levels or call center effectiveness.

Onyx CitiServe captures all vital citizen data in a single database, helping to eliminate silos of information and unnecessary handoffs between government departments, allowing the city or county to provide more efficient resolution to citizen issues.

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