What Did Our Customers Achieve With next4biz?
In essence, next4biz is a platform whereby all your management issues pertaining to customer demands – whether from a call center, customer service department or a single center in the company – are integrated into its solution process. This empowers you to then systematically design your own workflow which will reflect the different categories of problems your company may have, as well as coordinate the forwarding of issues received from various channels directly to a single center. next4biz asked our customers who have directly benefited from this advantageous platform the following questions: What changes did you notice after using next4biz, and what kind of tasks were expedited? What sort of results did you witness?
Below you can find testimonies given by our customers after using next4biz. We very much hope you will find their experiences both enlightening and enjoyable.
We found that the platform we were previously using from Allianz required large amounts of IT support and system sources. As a direct result of using next4biz, without using the previous system which was heavily reliant on sources, we can now quickly incorporate the system without much IT support.
Allianz Turkey Customer Services Group Chairman
Our target is to relay next4biz’s strategy upon each platform where our customers are present. Management complaints from each channel have become much easier to administer, which in large part is due to next4biz’s flawless operation system as well as our own professional staff. In any case, next4biz alleviates our workload through precisely reporting on issues received by our bank.
Ebru Turhan Keskin
Complaint Management Team Manager
After operating the division system provided by next4biz, we can now clearly distinguish when our VIP customers have any complaints or demands and can automatically prioritize said issues. We can now also initiate alarm systems for the quality of a product through the system. By doing so, it enables us to monitor complaints related to any faults in newly released models, thus speeding up the resolution process in the appropriate departments. The ability to proactively solve any issues before they amass or worsen is extremely advantageous to us.
Zulfiye Akcicek Coskun
Customer Communication Center Manager
After a two-week trial period of next4biz, we are now in a position to monitor all complaints due to their successful integration capacity, training and consultancy support as well as the easy use of the system. We can now efficiently manage all our products, without losing any data, through the ERP integration system which next4biz provides.
Customer Experience & Campaign Manager
Prior to next4biz, we were having to form a customer log for each issue received from a customer; however, after applying next4biz’s system we can now successfully classify customer demands and complaints. Moreover, we can now also view the history of a customer with our company by simply accessing the database, which stores all previous encounters with our company. As such, we not only save time through this new process but also avoid having to log in a new customer every time we receive a demand or a complaint.
Business Development Manager
Prior to next4biz, we were managing our customer services via e-mail – we were replying to approximately 200-250 emails on a daily basis. As soon as we received an issue, all our staff were involved in some capacity, regardless of their status, thus causing unnecessary internal traffic. Nonetheless, we now have an astute hierarchical structure in place whereby all staff members’ views and replies to issues are directly related to their department. As a result, productivity levels have risen along with our business now operating under a securer systemic infrastructure.
Hande Canoglu Korkmaz
Senior Consumer Insights Manager
Oriflame opted to use its own intercompany analysis alongside next4biz’s solution process. We are glad to say that we did not encounter any problems at any point during the system transfer, the processes of planning the business or the development. We vastly benefit from the continuous development and uninterrupted communication abilities of the system.
Customer Service Manager
By using next4biz, our customer service has most definitely improved; we can now successfully prevent the occurrence of repeat loggings for customer demands and operate specific automation rules during processes concerning filtering and forwarding. Through doing so, customer queries can be automatically forwarded to their respective categories without requiring any human contact, thus decreasing the chances of error and accelerating the rate of resolving any issues.
Marketing and Customer Demand Management Director, Digital Channels Manager
We have noted our reporting process has been enhanced since we are now fully in control of the process, and our results have surpassed what we had initially expected. We were previously heavily reliant on the IT department, which is now not the case. 90% of all our customer calls are being resolved at the first contact. After the implementation of next4biz’s systems, we were bestowed with an award as the best trademark in managing customer experiences.
1v1y Customer Services Manager
Our call center was classically designed; our agents received calls which they then forwarded to the respective departments. When the issue was resolved they would then return the call. After next4biz, we renamed the call center to the “solution center” – the first within our sector to do so.
Implementing next4biz aided us with transferring documents across the system. Previously, documents would travel between departments and be cast aside onto desks, resulting in customer issues getting delayed. Legal penalty risks from late applications have diminished as we can now keep track of all legal processes via next4biz.
Customer Service Group Manager
Business development and organizing management with our own sources as well as moving onwards from IT issues are but a handful of the many advantages we have experienced with next4biz. The positive results we have witnessed by choosing next4biz are also reflected in our customer feedback forms.
Customer Service Manager
Through using next4biz, we are able to keep our customers in the loop regarding the status of their demand or complaint. As such, we are able to constantly monitor the relevant department and individual and every detail of the customer’s issue to ensure it is resolved as swiftly as possible. We have a system set in place which enables us to: define each problem, determine the workflow, assign the relevant department and member of staff, monitor the status and report any delay to a senior member of staff.
Service and Customer Experience Manager
Using next4biz has facilitated us to easily adapt to BDDK’s regulations and prepare their required forms. next4biz is in complete accordance with our company’s information security rules.
Refia Isik Aydin
Ethics and Customer Manager
The biggest problem for our company was managing customer complaints, including the follow-up with the solution. However, with next4biz we can now integrate our complaints into the system with 100% monitoring ability. This has really helped us to manage all processes as well as the process between complaining parties and responding parties.
Erdem Zekeriya Iskenderoglu
We can now provide a technological support service in a new sphere, with a new style, all thanks to next4biz. Now, when we receive a call, we attempt to resolve the issue at hand both promptly and in accordance with our internal system. next4biz has granted us the competence to provide a flexible, easily integrated and reportable structure to all our customers. next4biz can measure the infrastructure of different types of customers in order for them to be managed from one single center.
Sales and Marketing Manager
next4biz has assisted us in managing all the many different demands received from our customers via their issue management process, which we effectively use to direct inventory management and maintenance contract scopes.
Egebimtes Technical Service Department Manager