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Process Driven Customer Service

In the digital era business transformation, customer satisfaction and employee engagement require you to redesign all business processes from beginning to end.

Moreover, the traditional way of Business Process Management (BPM) has shifted. You need to adapt successfully to this rapidly changing business environment. As a business process management software next4biz is designed to help organizations manage, orchestrate, track end-to-end processes and simplify their operations in this business landscape.

How to use Process Management feature?

How to use Process Management feature?

Easy-to-use cloud-based software next4biz is accessible to all stakeholders including the ones in your branches, shops, subsidiaries, partners, vendors, suppliers. Processes are executed by all employees from all departments in the organization: managers can truly own the sales process, or call center agents can see what’s the missing point in the customer service.

Customization is also very easy in next4biz: with a few clicks, you can define different pages for every type of request. This flexibility allows you to collect all the information that your agent needs in order to manage issues faster and more efficiently. You can design and change workflows, data forms, SLA and escalations schemas that will be used during process executions.

next4biz provides functional tools to set your business rules. No coding required to design forms, processes, workflows, business rules and SLA’s. The user-friendly interface helps you to create or modify the business rules at any time, without developing any line of code.

What are the benefits of the Process Management of next4biz?

What are the benefits of the Process Management of next4biz?

You can design and modify processes by yourself without waiting for IT or vendor support. You don’t need to design every single detail in the beginning, instead, you can continuously improve your processes. Therefore, you can have your first implementations and their results immediately in a few weeks.

next4biz creates opportunities to transform and design business processes and optimize workflows. With the Process Management feature of next4biz, you are free to design all the necessary steps to solve any type of problem for the happiness of your customers through their journeys.

The feature enables companies to regulate business processes aligned with customer needs and supports managers determine how to arrange, monitor and measure organization resources.

Get total visibility into your organization

Business Process Mapping is a key part of any process improvement strategy, therefore improve your company’s process mapping skills with next4biz.

  • View entire lifecycle of executing and monitoring business processes.
  • Participation from everyone: bring people and the whole system together, create value.
  • Orchestrate, manage and monitor end-to-end operations.
  • Increase efficiency, reduce costs and minimize errors.
  • Drive and optimize business results.

Automated Workflows

Do you want to improve customer experience by automating manual processes? Take your business to the next level with the next4biz’s automated workflows.

One of the biggest challenges for today’s businesses is staying digitally-savvy customer focused. Each customer issue needs special treatment, various departments may have to be involved in the resolution sequence. So what should you do to improve satisfaction?

How to use Automated Workflows of next4biz?

Automated workflows are the key to achieve sustainable customer loyalty because your service should be consistent and you should avoid “reinventing the wheel”. Resolving different type of issues may require different workflows and forms. next4biz enables you to associate predefined processes with issue categories and business rules. Therefore whenever an issue is submitted, corresponding workflows will be initiated automatically.

Moreover, next4biz allows you to design and modify different workflows by using the simple drag-and-drop feature for different types of processes or tasks. You can create automated workflows that can get triggered in a number of different ways and simplify your processes!

What are the benefits of the Automated Workflows of next4biz?

Your organization operates the business more efficiently with automated workflows. next4biz creates opportunities to transform business processes and optimize workflows. With the workflow automation feature of next4biz, you can:

  • Define process categories to simplify business operations.
  • Design separate workflow for each specific needs of your categorized business processes.
  • Boost your customer service efficiency, and accomplish more tasks.
  • Automate the resolution steps and streamline everyday business processes.
  • Design a separate interface and SLA for each type of issue.
  • Define and assign repetitive tasks easy.
  • Track delays and benefit from notification, alert and escalation features.
  • Ensure that the right people get the right information.
  • Reduce human mistakes and improve customer conversation.
  • Get rid of traditional workflow processes which can be time consuming and expensive.
  • Solve customer’s problems on time and create a seamless customer experience journey.
  • Grow your business by delivering excellent customer experience.

SLA Management

In today’s digital world, your business must track all service interactions between your services and customers. Process mapping is a way to visualize achieving your process-related goals. Everything is ok, and you’re improving your processes. But what if there is any delay in response time? In this case, you need Service Level Agreements (SLA) Management to maintain a satisfied customer base. SLA Management feature of next4biz tracks and reports the performance of your critical business goals to meet service level agreements.

Improve Your Service Value!

Let’s say, you’re assigned to a step in the resolution of a customer issue. What happened before you?

Suppose that you’re the manager of customer services; Why the issues were delayed. What the root causes were.

In such cases, you should monitor all your processes and see what is happening right now, before and after. More importantly, let your managers and employees be aware of the delayed processes. Also, you need to track SLA’s instantly and automate the escalation schemes if the delay happens. next4biz meets your needs as your business grows and requirements change and allows you to identify your SLA and escalation schemes.

How to use SLA Management of next4biz?

You don’t need any technical assistance within the easy-to-use, no-code structure of next4biz. SLA Management feature makes it easy to design customized service levels and escalation schemes for each process.

Cloud-based software next4biz automatically identifies the delay management steps, called also as escalation steps, according to the hierarchical structure you built. You can design a process and in each step assign tasks to the relevant person, set the deadlines and then track the process executions. Moreover, you can monitor agreed service performance metrics, service and support availability in a distributed environment.

What are the benefits of the SLA Management of next4biz?

next4biz helps businesses with monitoring and reporting of all service level agreements by SLA management. The system helps in setting measurable objectives and supports to gain visibility into which agreements are not being met.

 

What are the benefits of the SLA Management of next4biz?

What are the benefits of the SLA Management of next4biz?

next4biz’s SLA management helps businesses with monitoring and reporting of all service level agreements. The system helps in setting measurable objectives and supports to gain visibility into the agreements that are not being met yet.

Monitor Processes

  • Easily set and monitor each processes workflow instantly.
  • Track who is responsible for the specific task in each step, which actions are taken.
  • Monitor issue life cycle, see every detail in the issue history without asking.
  • Define SLA Management
  • Define service levels for each category.
  • Define service levels for each workflow.
  • Determine separate escalation schemes for each workflow in case of delays.
  • Determine issue suspension and resume policies.
  • Define escalation management
  • Who will be notified first in case of a delay?
  • How much additional time will be left for this level of escalation?
  • Who will be notified if a delay persists?
  • And so on….

Define SLA Management

  • Define service levels for each category.
  • Define service levels for each workflow.
  • Determine escalation schemes in case of delays.
  • Determine issue suspend and resume policies.

Identify Escalation Management

  • Who will be notified first in case of a delay?
  • How much additional time will be left for this level of escalation?
  • Who will be notified if a delay still continues?
  • And so on….

Escalation Protocol

Are all of the employees show the same sensitivity to all types of customers issues? Which unit is more responsive? Which user is the best performing at service level goals? Where are the bottle-necks? Who’s getting stuck or delayed?

Thanks to the next4biz escalation protocols, all users in charge with customer issues begin to manage their duties more and more customer-centric.

How does next4biz do it?

With the help of process design interface of next4biz CSM, you can define the escalation hierarchy. In the case of a delay, the escalation protocol is automatically activated, and the responsibility for resolving the issue will be assigned to the manager in the escalation schemes.

In case of persistence of the delayed resolution, the responsibility climbs up and the issue will be escalated to even a higher level.

Here is the true customer-oriented business culture!

Moreover, with the help of the notification system which will cause the necessary warnings to be sent automatically in all action steps, it gives a message to the relevant user before the action expires, when the action time comes and when it is delayed.

The process-based customer service management platform next4biz’s escalation management function enables organizations to play a crucial role in customer-centric digital transformation. In order to increase the sensitivity to customer issues, all the escalation map of the responsibility from the subordinate to the highest level manager in the organization should be defined step by step.

An escalation supervisor can be assigned separately for each category!

next4biz is also flexible when creating your escalation maps. Through the process design screens, you can easily make categorical definitions. You can customize the conditions and rules for sending notifications. By using delegation policy, you can add more agility to your processes while solving specific cases.

Accelerate all employees of the organization to gain a customer-centric business culture by monitoring and measuring each process and personal performance.

Notifications & Alerts

We all know that great customer service is crucial to get customer satisfaction. In today’s consumer-centric landscape, customers expect constant updates from you even if they purchase a service/product from your company or not.

Inform your customers about ongoing processes

Customers have more channels available than ever before to contact with brands and expect to be notified continuously regarding the status of their issues. In such an environment, customers would like to ensure that you hear their words and do your best to solve their issues. So it is always better to let them know that you are really working on it. You can provide exceptional and personalized customer service by notifying them with the Notifications and Alerts feature of next4biz.

How to use Notifications and Alerts of next4biz?

How to use Notifications and Alerts of next4biz?

As a client tracking software next4biz is easy to use and gives complete visibility into your entire customer database. Keep customers informed proactively by showing them that you are aware of their needs, queries, expectations and problems. Therefore, you can design automated text or email message templates to notify customers, staff and partners within customer service processes. Also, use templates to keep conversations corporate and design messages. However, customers replies will be kept within the threaded email communication.

What are the benefits of the Notifications and Alerts of next4biz?

There are various reasons to use next4biz with the Notifications and Alerts feature in your business. Moreover, this brings various benefits in terms of engaging with customers.

  • Keep customers happy even when you don’t have to solve their issues with the call center anymore.
  • Engage with them at every touch point of their journey.
  • Save customers’ as well as your time.
  • Increase customer engagement by proactively notifying customers.
  • Improve customer satisfaction.
  • Build trust to earn customer loyalty.
  • Improve both customer and employee loyalty by improving customer service.

How can I get?

To learn more about the next4biz and the features, contact us.

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