Onyx organizes everything - information, processes and interactions - around the customer and our latest Adaptive CRM offerings aren’t focused on just any customer, they’re focused on YOUR customer.

With Onyx, you get a suite of CRM products that were founded on the idea that to form and keep a relationship with your customer you need to have a holistic view of your customer interactions and their requests, tools to provide consistent service levels, and analytics to ensure that you are achieving your, and their, business goals. Onyx has stayed focused on that foundation while achieving innovations in architecture and customization tools that allow you to adapt your CRM solution to your business, not the other way around.

Onyx’s architecture has long been recognized as one of the most flexible in the industry using modern n-tier architecture to provide quick, easy customization when needed to make your CRM system truly focus on your business.
Onyx’s core infrastructure provides you with not only a flexible technology platform and customer-centric data model but also robust business process management and intelligence tools that can adapt to your business needs.
Moving you from Sales Contact to Closure quickly

Onyx provides you with the tools to design a sales process that enforces your business philosophy, values and goals and supports your sales team’s activity to consistently execute in-line with them. You can modify your user interfaces to guide your sales staff through the collection of just the right data for call backs, decision-making, escalation, quoting, and forecasting. You can further enhance the sales process using scripting and process management capabilities; while your contact center staff is collecting information from the customer, Onyx can perform intelligent automation to create new activities, opportunities, and notifications tailored to get your team and the customers to the next stage of the sales cycle.
Onyx Mobile Solutions extend your processes and customer information out to your handheld device or laptop while traveling so your field staff stays engaged.

Onyx’s Business Intelligence solutions can help you roll-up your pipeline information to provide both forecasting and win/loss analysis or analyses specific to your ROI goals.

With Onyx, your service and support professionals can become true customer advocates using Onyx’s tools to efficiently manage service queues, resolve customer service and technical support inquiries and monitor customer satisfaction. Along with call scripts that can guide the call center through information gathering, Onyx provides a Customer web portal that extends these capabilities to your website seamlessly. Using process management tools, you can ensure timely notification and routing of issues.

Onyx’s Knowledgebase allows your staff or customers to research issues in previous cases or published knowledgebase articles. For advanced knowledgebase management, KNOVA Service Resolution Management products leverage your Onyx data to provide a comprehensive knowledge management solution. Onyx also provides Quality Assurance tools to record and route reported issues thus ensuring that your customer’s feedback and needs are not lost. Applying business processes to these escalations simplifies the review and response process and can facilitate getting feedback to customers or the appropriate customer advocate team and product design teams within your company.

With all departments using a consolidated system, you know what your customers own and what problems and requests they have so you can adapt to their needs quickly. A single system allows you to share information across the enterprise and follow your customers throughout their lifecycle. With Onyx, your customers will experience consistent and cohesive services which offer your customers the right product at the right time. In turn, you’ll experience increases in customer satisfaction/loyalty, revenue growth opportunities and cost reductions via improved efficiencies.

At Consona, we continue to keep focused on what is most important in CRM, your customer, but we recognize that your business, your products, and your customer’s needs change. We’re proud to offer you our latest suite of products which we feel have truly earned the title of Adaptive CRM.