Onyx CRM

Onyx is a unified enterprise CRM application with a customer-centric design that coordinates all data, processes and interactions around the customer. The result is consistent communication and collaboration across the enterprise through easy-to-use interfaces and clearly defined CRM processes.

Onyx is suited to companies of all sizes that require comprehensive, intuitive access to customer information, for marketing, sales, service and support – including insurance, financial services, utilities, local government and more.

For these organizations, Onyx provides powerful configurable tools to keep staff working productively and efficiently on enhancing the customer experience.

Onyx CRM

WHY IT'S DIFFERENT

Because the CRM industry grew up delivering process technology to specific departments, namely sales and marketing, most CRM vendors still have difficulty delivering on the promise of customer relationship management that dissolves organizational barriers. Onyx CRM stands out from the crowd because it truly can put your customers at the center of all your operations—across your enterprise and all your channels.

WHY YOU NEED IT

Your customers have expectations not only for a superior product, service, pricing and distribution, but also for an extraordinary experience. Extraordinary customer experiences go beyond pleasant interchanges and interactions. They stand out with distinction, drawn from your unique methods of doing business and the insight you have into your customers. They forge your competitive advantage.

With Onyx CRM Software, you get:

  • A 360-degree view of every customer and prospect
  • Precisely targeted marketing campaigns.
  • Better sales execution.
  • Information, insights and automated workflows that support your business objectives.
  • The ability to create personalized, differentiated customer experiences that drive revenue growth.

WHAT YOU GET

Onyx CRM software offers explicitly useful features that span the entire customer lifecycle, including:

  • Role-based Application Views
  • Customizable Interface
  • Powerful Search
  • Process Automation and Scripting
  • Sales and Marketing Management
  • Service and Support Management
  • Outlook Integration
  • Social Networking Links
  • Mobile Interface
  • Modern, Flexible Technology
  • Dashboards and Reporting
Onyx CRM

Datasheet:

ONYX CRM Datasheet

Onyx is a proven, 100% web-based solution for organizations to power customer relationship management (CRM) strategies. Onyx is a single, unified application with a customer-centric design. In just one place, Onyx can provide the 360 degree view of the customer: customer details, customer relationships and hierarchy, support incidents, sales opportunities, campaigns, contact history, emails, appointments and more. Onyx gives your organization a full suite of functionality to provide the best possible customer experience.

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WHAT IT IS
Onyx is a proven, 100% web-based solution for organizations to power customer relationship management (CRM) strategies. Onyx is a single, unified application with a customer-centric design.
In just one place, Onyx can provide the 360 degree view of the customer: customer details, customer relationships and hierarchy, support incidents, sales opportunities, campaigns, contact
history, emails, appointments and more. Onyx gives your organization a full suite of functionality to provide the best possible customer experience.

WHAT IT DOES
Customer Management
Onyx’s customer-centric design puts customers at the heart of the CRM solution providing a user-friendly view of all customer data and interactions. The extensible model allows any number of additional customer fields.

Navigator
This capability combines powerful search technology with the productivity of work management features into an intuitive user interface that allows users in any role to find information and fully manage his or her work. Navigator also allows users to easily edit search result records from within the search results grid in a variety of ways: 1) Edit the record inline; 2) Launch the full record and edit there; 3) Select multiple
records to do a bulk update. Navigator has been designed to be simple enough for all end-users to configure, but is also sophisticated enough for advanced users to conduct searches, manage lists of records, and research without requiring IT assistance. Furthermore, Navigator is extensible, so it gives you the flexibility you need without applying code-level customizations.

Homepage
In Onyx’s enhanced homepage, you can sort dynamically and have several Pools showing side-by-side in real-time, all in one place, and on the same page as your Calendar and Reports. Using the functionality in the homepage, all agents can have their own set of queries and filters set up using Navigator described below.

Support and Service Incidents 

Allows an organization to manage its customer service and support and incident ticketing process from start to finish. Support incidents can include any number of discrete tasks assigned to specific individuals or groups as part of the workflow to orchestrate the support process to a successful end. Furthermore, support incidents can be aggregated into one or more work tickets so that the parent-child relationships allow the appropriate item(s) to be worked at the appropriate time.

Sales Opportunities
Onyx provides all the tools necessary to automate and manage the sales process so that leads can be tracked all the way from the prospect to the customer stage. With the quoting, forecasting and flexible workflow, orchestrating the sales process takes the headache away from sales people so they can focus on selling!

Process Automation and Scripting
Process Scripting / Workflow provides a wizard-like, end-user interface with which users can guide their interactions with customers, create Sales Opportunities or Support Calls, or automate any process. Never again will interactions be inconsistent among different agents.

Onyx 360 for Outlook
Onyx 360 is an Outlook panel for both calendaring and email functionality. This allows users to interact with the Onyx CRM records directly from Outlook. The Onyx 360 panel enables the user to associate his/her own Microsoft Outlook appointments and emails with Onyx to increase productivity. This feature allows users to manage appointments and emails down at the incident level (sales, service and
support) or as a general customer interaction. In addition, you can email directly to your customers and prospects within Onyx to keep a history of all your email interactions. This single, unified view will bring visibility to all your email communications occurring with each contact.

Dashboards and Reporting
CM’s latest release includes Microsoft SQL Server Reporting Services (SSRS) Business intelligence (BI) integration and many new prepackaged dashboard reports. You can utilize these pre-built reports as well as create new ones for better decision making. There are a number of out-of-the-box reports included such as:

  • Companies by Type
  • Top Opportunities
  • Multiple Forecast Reports
  • Sales Pipeline and other User Pipeline


Reports

  • Fall-Out Reasons
  • Customer Incident Summary
  • Total Incidents by Product and by User
  • Resolution Time Summary by User

Onyx Mobile
Onyx Mobile runs on iPhone/iPad/Android platforms and integrates with your Onyx CRM system so that you can manage all your customer/case interactions on the go. With the Onyx native apps you can:

  • Search for and view details of existing
  • customer records
  • Modify/Add customer records such as
  • phone number, email, address, as well
  • as contacts
  • View a list of Favorite and Recent
  • customers
  • View directions to your customer's
  • location
  • Write emails to and call customers
  • from within the application
  • View lists of incidents/tasks which are
  • relevant to a single customer or the
  • logged in user
  • Edit incidents, tasks, add work notes
  • and contacts
  • View Navigator Mobile Bookmarks

WHY YOU NEED IT
Onyx improves and streamlines the ability to effectively manage your customer relationships and interactions by offering one solution that provides all the needed tools and information. Below are just some of the capabilities that drive better customer management:

  • Single, customer screen to organize customer details, contacts, relationships, history,
  • incidents, email communication, appointments, surveys, campaigns and scripts.
  • Configurable process and scripted workflows.
  • Ability to manage different users’ roles using configuration tools.
  • Open standards-based architecture to allow for the integration to transactional systems.