For Customer Service
Welcome to Next4biz! We can begin adapting next4biz for your business and integrating it with other applications. Here you will find the steps to be followed on this journey and the important points that will need your attention on the way.
Follow these 8 steps to successfully implement Next4biz CSM Enterprise in your organization
Assign key users to lead the implementation
Intensive training for key users
Analyze requirements and design solutions
Customize the system to your needs
Integrate with existing systems
Test and pilot the solution
Train end users on the system
Go live and start using the system
Assign key users to lead the implementation
Key users are the highest level representatives of the next4biz CSM system within your organization. They are the authorities who will adapt next4biz to your organization, coordinate with next4biz technical support teams, and manage next4biz. A minimum of two Key Users should be assigned for this purpose. One should represent the business units engaged in customer/after-sales service management and have comprehensive insight into these processes and your related business strategies. The other should be a member of the IT support department.
Key Points
Following Design and Customization training and the accompanying certification, Key Users will participate throughout the implementation project ensuring coordination between the project team and your organization. Following project completion and going live, Key Users will retain their role as the configuration authority for the next4biz CSM system. The uninterrupted involvement and strict adherence to the project schedule by the Key Users is a key project success factor.
Intensive training for key users
This training is a program designed for two KEY USERS who will be responsible for the configuration of next4biz CSM in your organization. This training is not an "end-user training" but rather a program where your authorities will acquire competencies that will enable the entire adaptation process to be completed quickly, and the system configuration will be their responsibility.
The training is implemented in two phases using a blended learning model: In the first phase, users experience a self-training process tailored to their personal learning experiences through videos, presentations, tests, tasks, and practice scenarios provided via the Next4biz Academy Learning Management System (LMS). Participants who are successful in the exams and practice scenarios in this phase earn the right to participate in live workshops in the second phase of the training. In the workshops, knowledge and skills related to adaptation are reinforced through structured workshop activities, while participants' questions are answered through Q&A sessions. You can access the training details through the link here.
Key Points
Analyze requirements and design solutions
The next4biz project management team sends the next4biz CSM Requirement Analysis Question Set document to key users who have participated in the training. The questions in this document are answered in writing by key users and sent to the next4biz project management team.
The next4biz project management team, together with the coordination of key users in the organization, holds a kickoff meeting with all relevant parties who will take part in the adaptation process. In this meeting, the answers to the next4biz CSM Requirement Analysis questions are reviewed and the draft adaptation project plan is shared.
The answers given by key users to the requirement analysis question set and the information obtained during the project kickoff meeting are compiled and transferred to the Project Analysis Document. Based on the information in this document, the scope of detailed business analysis, customer information analysis, integration analysis, and reporting analysis to be performed is determined.
Based on your customer service management strategies, it is decided in Customer Analysis which basic and variable information related to customers will be stored in the system. Based on the results of this analysis, necessary Customer Custom Field definitions are made in next4biz CSM, and if needed, customer information integration tools are determined. It is determined which customer information will come from external systems.
This is the analysis regarding which software used in your organization next4biz CSM will be integrated with. Within the scope of this analysis, all external systems such as communication channels and business applications are evaluated. The integration method and plan are prepared.
Key Points
Customize the system to your needs
Customization is performed collaboratively by members of the next4biz team and the Key Users based on the customization requirements identified by the approved Solution Design document and in accordance with the Roadmap to Success (R2S) methodology.
Key Points
It is crucial to adhere to the schedule defined in the Solution Design document. For this reason the key stakeholders should closely monitor project progress during this stage.
Integrate with existing systems
The activities in this stage fall under two categories:
This is the first category and covers cloud and traditional call center integration (computer – telephony integration or CTI). SMS and email integration is directly configurable from within next4biz CSM for both inbound and outbound communication traffic. Other systems have prerequisites to be fulfilled before system integration can be realized: Social media platforms such as complaint sites, in addition require API membership for interfacing with next4biz CSM. Chat, chatbots, e-commerce hubs, online services, internet banking and other applications may also have subscription related prerequisites that have to be fulfilled aside from the technical aspects of integration.
The second category is customer information integration. The integration of enterprise systems involves the two way sharing of customer information. To facilitate this web services provide a good mediation architecture. IFrame's can also be utilized to embed access to other enterprise applications from within next4biz CSM. Where this is possible, next4biz CSM can synchronize data with external systems and trigger processing as part of cross-system processing.
Key Points
Test and pilot the solution
After the adaptations (and/or integrations) determined in the SDR are completed, key users prepare test scenarios and create records in next4biz CSM and operate them. Depending on the success of these test scenarios, pilot studies may also be conducted.
Key Points
Key users should have prepared test scenarios beforehand as a prerequisite for this work. In these scenarios, all processes are operated end-to-end by demo users and results are observed. Risks that may occur in live application should be identified at this stage and necessary revisions should be made.
Train end users on the system
After the adaptation and integration step, key users prepare a training program specific to their organization for all users on the use of next4biz CSM and personally train them. For this purpose, they prepare training content and transfer next4biz usage knowledge to users. If deemed necessary, a user manual can also be prepared for this purpose.
Key Points
The higher the Next4biz user competency in an organization, the fewer usage knowledge questions will come to key users when going live, and user satisfaction based on user experience will be that much higher. Therefore, effective user training is the most important key to a strong start.
Go live and start using the system
Congratulations! You are now an active organization of next4biz CSM, one of the leading customer service solutions. During this transition period, for 2 weeks, next4biz product consultants will continue to provide direct support to you to improve the user experience. When you go live smoothly, you can forward all your questions and requests to the next4biz Technical Support Team through next4biz using the HELP menu and track them from the same platform. The next4biz Technical Support team also uses next4biz just like you do.
Key Points
At this stage, key users can closely monitor the user experience of next4biz CSM and make the changes they desire in the configuration of next4biz CSM themselves with the knowledge, experience, and competence they have gained so far.