Service automation for better customer experiences

nextgen home 2017-07-10T12:33:33+00:00

NextGen is a service contractor –
we handle your customer support activities,
then assess & optimize with smart technology


Some of our past work:

Led project management organization for leading German insurance company. Successfully supported client from initial assessment of service-gap, through identification of improvement measures to implementation of measures including hiring of +70 employees as well as several process and org.-changes. Subsequently supported kick-off of organizational restructuring of customer service organization (scope >3000 employees) to enable further improvements of customer service.

Completed review and process optimization of customer support centres for a globally leading service platform. Structured the review, assessment and identification of process optimization potential in customer service for businesses such as roadside assistance & travel insurance. Delivered significant savings potential covering reviews in DACH, UK, China, Australia, Benelux among others.

Led implementation of full-scale Salesforce solution for mid-sized startup with the mission to automate accounting through Machine Learning and AI. Developed relevant processes, tools and HR requirements with head of customer service, implemented in salesforce (sales & service cloud) and launched successfully.

Completed large organisational-change project for leading European online-gaming company. Re-worked customer support (among other workstreams) to improve serving of international customer base & prepared full roll-out of changes.


At NextGen we follow a holistic approach to customer support automation. We help our clients to improve support quality and implement cost-effective technology-solutions.


We charge by the minute of customer support performed. You only pay for what you actually need.
To accomodate your particular requirements, business model and industry, we will develop a tailored offer for your company.

Behind the scenes:

  • Multi-skill customer service agents comfortable on all relevant channels

  • Ready-for-AI customer service plattform

  • Customer service automation engineers (Software & Machine Learning)

  • Recruiting, training, assessment

  • Demand forecasting, scheduling, workforce management

  • Clear monitoring and reporting as well as structured personal feedback on all things customer service


Do you want to optimize customer service in your organization? What are your challenges? Better Chat-Support? Improved customer satisfaction and retention? Efficiency and self-service? Leave us your details and questions and we will get back to you shortly!