NEXTGEN CUSTOMER

SERVICE TECHNOLOGIES

Monitoring & analytics for better customer experiences

nextgen home 2017-08-29T05:28:06+00:00

Understand. Manage. Steer.

We build CXview, the monitoring & control cockpit for customer service organizations.

WHY CHOOSE NextGen?

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.

CXview

Today, customer expectations are constantly rising. People want to communicate on their channels and expect the same ease-of-experience they are accustomed to by the likes of Amazon and Netflix. Companies needs to reflect these changes and deliver on “moments of truth” everyday. With CXview they can, giving customer service managers the cockpit to understand, manage and steer their organizations succesfully.

HOW IT WORKS

Initially we classify your customer service organization based on a standardized approach. We cover relevant channels, systems and organizational structure. Based on our assessment we integrate CXview with your systems and start streaming data. We leverage common interfaces and APIs to get you started as quickly as possible.

To accomodate your particular requirements, business model and industry, we will develop a tailored offer for your company.

Behind the scenes:

  • Unified customer service plattform

  • World-class integration team for quick ramp-up

  • Expert customer service specialists constantly developing new features, driving value of CXview

  • Enterprise-ready, 360 degree security

  • Open API for easy integration with new solutions such as bots

CONTACT NextGen TODAY

Do you want to optimize customer service in your organization? What are your challenges?

Leave us your details and questions and we will get back to you shortly!