next4biz CSM recognizes the diversity of communication channels used by customers to interact with your organization, such as call center telephone, email, chat platforms, marketplace applications, complaint sites, and social media outlets.

To provide a true omnichannel experience, next4biz CSM not only allows you to monitor each channel but also consolidates communications from all channels. This ensures that no customer information is lost and enables your organization to respond comprehensively and knowledgeably to customers. For instance, if a customer communicates an issue via email and later contacts the call center, next4biz CSM will recognize the customer and make previous communications accessible to the agent.

next4biz CSM is an end-to-end customer support management application that provides a wealth of data at your fingertips, allowing virtually unlimited freedom for reporting.

The platform offers a wide range of built-in reports designed to reflect best business practices. Additionally, you can easily integrate various business intelligence reporting tools with next4biz CSM and export data to Excel for external analysis in combination with external data sources.

next4biz CSM goes beyond the scope of simple help desk applications by supporting systematic issue resolution through workflows that may necessitate processing across the organization. Workflow designs specify the sequence of processing steps and the assignees to these steps through business rules. These workflows are specific to issue categories, ensuring similar issues are handled consistently, thereby improving the overall customer service experience.

Workflows also define maximum durations for each processing step, allowing for timely escalations to higher echelon supervisors if processing times exceed service level agreements (SLAs), further enhancing customer service. Additionally, next4biz CSM provides users with access to complete customer history, including past complaints, requests, and issue processing details. This deeper customer understanding enables better service and fosters a personalized customer experience.

Furthermore, the category-based and consistent approach to issue management supported by next4biz CSM workflows facilitates objective performance measurement and analysis, serving as a basis for continuous and systematic process improvement to maintain and increase customer satisfaction over groups or categories of customers.

next4biz CSM is “no code” by design. The “no code” design philosophy empowers users with business knowledge to develop a solution that exactly matches your needs by implementing various elements of service management design, including issue categories, forms, agent scripts, reports, and workflows, through simple “drag-and-drop” interactions, and without support from coders and IT specialists.

As your business requirements evolve, users will again be able to easily make changes, ensuring your CSM solution stays aligned with your requirements without costly consultancies or waiting on critical customizations.

While some integration with third-party systems may require code to meet specific interfacing requirements, next4biz CSM offers a growing library of integration solutions for widely used third-party applications, progressively reducing the need for integration-related coding. Additionally, next4biz CSM’s cloud-based architecture eliminates IT dependencies for day-to-day operations, including outages, service quality, and resource management.

next4biz CSM can be integrated with any and all of your existing systems and external platforms, provided they offer the necessary interfaces for integration. Due to its broad customer base, next4biz CSM already supports most established integration standards and technologies, making it highly versatile and suitable for various business areas and models. Integration requirements can typically be met with limited or no coding.

Developing integration interfaces is a straightforward process, and the comprehensive guide available at “developers.next4biz.com” provides web service documentation and code samples to assist with integration.

The major categories of systems integrated with next4biz CSM include:

• The main ERP solutions
• Retail and e-commerce applications,
• Communication channels (call centers, chat, chat-bots, social media, complaint sites, email …)
• Corporate applications of banks, insurance and other financial institutions
• Third-party CSM applications
• Spreadsheets