Onyx has released two new components in its Web-based customer relationship management suite, Onyx eService.
Insight 3.0 and Email Agent join Onyx's existing Web Wizards that run on Microsoft's BackOffice platform. Insight 3.0 provides a customer self-service facility that allows users to tap into information to solve problems themselves. The product includes a search facility that allows multiple simultaneous searches.
Onyx Email Agent automatically responds to customer Emails, creates an incident number and routes the query to the relevant part of the organisation, at the same time logging the query into the relationship management database.
"Our customers have 24-hour access over the Web to log and update incidents, provide supporting documents and investigate resolutions in the Clarus knowledge base," said Sally Foster, vice president of operations for Clarus, which uses the Onyx Internet service tools for its customer service operation.
"We get about 47% of our total service incidents from our support Web site."
A typical 100-seat installation, including the base Onyx Customer Centre software, costs #2,500.
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