Onyx has announced that its local government software product eShop has evolved into OneServe, and has had process automation and intelligent call scripting added to help councils optimise service lines.

OneServe has been developed under the auspices of the Government's CRM National Programme, and is said by the company to build on its extensive experience with local authority customer relations management.

Amongst the new features are intelligent call scripting, business process automation and seamless inbound and outbound email management, plus a range of modules that help councils  improve the customer's experience.

Knowsley Metropolitan Borough Council is one of the local authorities already using Onyx software for customer relations management, and their head of ICT,  Rod Matthews, confesses to being impressed with the way Onyx delivers product tailored to local authority needs.

'We have already identified significant cost savings in just two areas where we have implemented Onyx CRM and we are keen to start seeing the benefits of the new OneServe 5.0 in other service areas as quickly as we can,' he told us.

Onyx CRM software is currently in use in a number of levels of local government throughout the UK, including Knowsley Metropolitan Borough Council, Cambridgeshire County Council, Highland Council and the London Borough of Brent.